The New Location Opened its doors on January 4th
The Massachusetts Registry of Motor Vehicles has opened a new Fall River location. The branch, which opened its doors on January 4th is located at the Sagamore Mill Complex. The RMV moved its branch from Plymouth Avenue where it has operated a branch for the past 11 years.
According to the RMV, the new branch, which is almost twice the size of its former location, has been designed with the consumer in mind. The goal is to improve efficiency in order to reduce customer wait times. Just this past November, the former Fall River branch served over 7,000 customers alone.
Part of the new innovative “Read to Go Line” system at the Registry
The opening of the newest Registry branch follows on the heels of Governor Baker and Lieutenant Governor Polito’s announcement launching new innovative service improvements at the RMV. In particular, the Governor and Lieutenant Governor highlighted the new dual-line queuing method the RMV has debut and which has resulted in a reduction in wait times at RMV branches state-wide. Hailed as the “Ready to Go Line” system, the new queue approach provides a “Green Line” for customers who are immediately prepared to enter the line, while also providing simultaneously for an “Orange Line” for those customers needing more assistance or who may need to perform lengthier transactions.
According to the RMV, under this new system, 74% of its customers were served within 30 minutes in November 2015, as compared to 59% of customers in November 2014. During the same month, the Haymarket Branch, noted that while it served 1,110 additional customers, bring the total to 15,442. [Seventy-three percent] 73% of the customers were served in under 30 minutes, as a result of the “Ready to Go Line” system, while 93% where served in under 1 hour.
The new service model also has been successful in reducing and eliminating “hidden wait times” that RMV customers also spend in line for a tick in order to be served RMV’s Haymarket Branch.
Eleven branches have already converted to this new system since September 2015, with the approach to be implemented at the remaining brances by next year. The new Fall River branch has already incorporated this new system into the design of its new branch.
Direct your insureds to these checklists before they head to an RMV branch
In order to help customers be more ready when they arrive at the RMV, the Registry has published the following checklists, highlighting all of the materials needed in order to conduct a transaction. Agents might want to have these handy to pass out to insureds who may inquire about what they need when heading over to the RMV.
