Closer Looks

The RMV is focused on ways to expedite processes, improve customer communication, and make travel safe and seamless for everyone. The RMV prioritizes continuous improvement and over the past year, among other achievements, made a concerted effort to implement the REAL ID compliance deadline.

Effective May 7, 2025, all travelers over 18 years of age seeking to travel domestically by air or access certain federal buildings need a federally acceptable ID document; like a REAL ID-compliant driver’s license or other identification card. To assist Massachusetts residents in meeting these federal requirements, the RMV began offering REAL ID credentials in 2018, and surged resources over the last year to handle higher volumes of applicants in advance of the compliance deadline.

In November 2024, with help from Massport, the RMV launched the “Cleared for Take Off Campaign,” which used creative and data-driven strategies to organize marketing and communication of the REAL ID across all MassDOT Divisions to those most in need of updated credentials. This included traditional and social media outlets, local radio shows, and QR codes at airports and on transit to encourage immediate action. By March 2025, REAL ID appointments grew to 49% of weekly appointments, up from ~20% before the campaign’s initiation.

REAL ID appointments, walk-in customer demand, and REAL ID adoption rates were monitored and regularly communicated to Massport. This coordination effort combined with the media campaign contributed to high REAL ID adoption rates for travelers at Massachusetts’ airports.

The RMV also collaborated with the Executive Office of Technology Services and Security (EOTSS) to replace the static Ask MA Chatbot, with a new AI-powered Virtual Assistant. The Virtual Assistant was first launched on the Mass.Gov/REALID webpage to help constituents navigate service options, appointment scheduling, and documents requirements.

These efforts culminated in the Commonwealth of Massachusetts receiving one of the Government Project Experience Awards which highlight innovative practices that set new standards for better governments. Additional accolades have come in to recognize the REAL ID implementation – the RMV Service Center delivery and communication team received a 2025 Manuel Carballo Governor’s Award for Excellence in Public Service. In early 2026, Massport’s annual Boston Logan International Airport SAFE Award program will acknowledge the RMV’s role in issuing secure identity credentials.

These achievements reflect the dedication of those at EOTSS and RMV that made the REAL ID adoption process so successful and is a strong indicator of the work that will continue to improve how residents interact with MassDOT in the future.

The RMV is proud to report that nearly 65% of credentials in the Commonwealth-more than 3.6 million–are REAL ID-compliant as of CY25, exceeding earlier targets.