The Massachusetts RMV is the oldest Registry in the country
While the Massachusetts Registry of Motor Vehicles may be the oldest Registry in the country, this does not necessarily mean that it is not the most modern. In response to a growing need to meet the needs of a new generation of drivers accustomed to using their smartphones to do everything from pay bills to buying coffee, the RMV has offered a new 10 point promise to its customers.
Explaining this new consumer-friendly focus, Registrar Celia Blue says, “Our ten point promise is a commitment to our customers. It will serve as a roadmap on our way to delivering extraordinary service.”
“We have re-imagined the RMV and are prepared to deliver improvements in the short term and for the next generation of drivers,” said Secretary Davey. “At the core of our ten point promise is the effort to diversify our service delivery channels,” said Secretary Davey.
In reviewing the RMV’s new ten point promise, the most interesting point for the independent insurance agents may well be in point #6 in which it says that it will continue to pursue and expand partnerships with a variety of organizations including insurance agents. Here are the full ten points:
RMV’s Ten Point Promise
1. Encouraging you to make MassRMV.com your first stop every time – directing you to the most efficient service and adding new transactions, no wait for 35+ transactions today at MassRMV.com
2. Growing our customer service representative team – backfilling and hiring to serve our branch customers with the most complex transactions in a timely manner, exploring part-time positions to reduce the lunchtime crunch time
3. Professionalizing the frontline – Striving to deliver extraordinary customer service by developing employee performance standards, incentive programs and designing uniforms
4. Modernizing facilities & marrying transportation functions – improving existing facilities, designing new branches, prioritizing proximity to transit services and adding E-ZPass service centers
5. Renewing your photo on your own – deploying FasTrack self-service kiosks to allow customers in good standing to renew their license/ID on their own, leaving customer service reps to focus on more complex transactions
6. Meeting you where you are – continued pursuit and expansion of public private partnerships with industry partners like AAA, dealerships, driving schools, health care providers and insurance agents
7. Giving you back your time – saving customers millions of minutes by offering call back service and customer appointments at 857-DOT-8000
8. Answering questions & resolving customer issues in new ways – introducing online live chat, expanding our telephone self-service system at 857-DOT-8000
9. Delivering real time wait times to meet your schedule – procuring a new queuing system to help you manage your time and adding mobile app appointments
10. Modernizing our licensing & registration system – implementing a 360 degree customer view that will revolutionize how the public interacts with the RMV