RMV Customer Experience

Customers Waiting at RMV Center

Service Center Average Number of Days for an Appointment and Average Daily No-Shows

In March 2020, due to the COVID-19 pandemic, RMV Service Centers adopted new business model for in-person transactions which comply with the new state public health and safety guidelines. Beginning in FY20, The RMV instituted an appointment-based system for essential transactions that cannot be completed online, by phone, or by mail. These service model adjustments continued into FY21.

To measure the customer experience with the appointment-based system, the average number of days for an appointment was established to track the “wait time” for a customer to obtain a Service Center appointment. The average number of days is calculated by the difference between the date a customer schedules an appointment with a Service Center and the date the of the next available appointment. Registration and Title appointments are booked 7 days out and license/ID/permit appointments are booked 30 days out.

In addition, the RMV now tracks the average daily Service Center “no-shows” or customers who do not appear for their appointment. This measure is calculated by the total daily volume of appointments across all locations compared with the total volume of customers that do not show up at the Service Center for their appointment.

In FY21, customers waited an average of 9 days to obtain a Service Center appointment. On average, the rate of no-shows at a Service Center was 18 percent.   This is an increase from 7.4 days and a decrease in no-shows from 20 percent for FY20.

Contact Center Wait Time

Contact Center wait time is reported as the average wait time that elapses from the point in time where a caller confirms that they are ready to be connected to an agent to when an agent answers the call, regardless of virtual hold.

Contact Center performance was greatly impacted by the pandemic. The Contact Center saw an average wait time of around 46 minutes. The increase in call volume can also be partially attributed to customers using the Contact Center to book an appointment at Service Centers.

In addition to call volume increases, the RMV’s E-Unit saw customer email volume increase from 500-600 emails per day before the pandemic to 1,100-1,500 daily emails. In FY21, the volume of daily emails has dropped to under 700 emails per day with 99% of emails being responded to within one business day.

In FY21, the Contact Center received 1,652,303 calls, an increase of 33 percent from FY20. Due to the change in call volume, wait time performance was significantly impacted with wait time averaging approximately 46 minutes, which does not meet the target of 30 minutes for FY21. The percentage of calls answered rose slightly with 53 percent of calls abandoned by the caller compared to 59 percent in FY20.

Measuring Systemwide Transactions Across Service Channels

The percentage of systemwide transactions conducted outside of Service Centers indicates two important aspects of the customer experience: 1) enhanced access to the RMV through a variety of service channels, and 2) efficiency of the RMV in reaching customers by distributing customer demand across multiple channels.

The RMV system includes several service channels where customers can complete transactions, including in-person at Service Centers, online, via phone, EVR, and at AAA Northeast Branch locations (AAA) locations. The RMV has a goal of decreasing volumes in Service Centers, to increase efficiency while also decreasing wait times for customers who are required to do business with the RMV in person.  The COVID-19 pandemic created many challenges and changes to how RMV transactions are offered across service channels. In-person service was limited to essential transactions that could not be performed online, by phone, or by mail. AAA is also using an appointment system to conduct transactions, which contributed to a decrease in the volume of transactions conducted outside of RMV Service Centers.  Electronic Vehicle Registration (EVR) allows RMV-approved end users process Registration transactions and Title applications through an electronic link to a Service Provider and the Massachusetts Registry of Motor Vehicles.

LICENSE TRANSACTIONS CONDUCTED OUTSIDE OF SERVICE CENTERS

The percentage of license transactions conducted outside of a Service Center measures all license transaction volume against the volume of license transactions conducted either online or -through AAA. Due to the pandemic, many license transactions were delayed and some services at AAA were not available.  In FY21, 68 percent of license transactions were conducted outside of a Service Center, which is an increase of 15 percent over FY20.

LICENSE TRANSACTIONS CONDUCTED ONLINE

The percentage of license transactions conducted online measures all license transaction volume against the volume of license transactions online.

In FY21, 55 percent of license transactions were conducted online which met its target of 40 percent. License transactions conducted online increased from 33 percent in FY20. We expect FY22 to show continued increasing trends for online license transactions. The RMV also offered the ‘renew online, get a free real ID later’ which resulted in uptick of online transactions.

REGISTRATION TRANSACTIONS CONDUCTED OUTSIDE OF SERVICE CENTERS

The percent of registration transactions conducted outside of a Service Center measures all registration transaction volume against the volume of registration transactions conducted either online or through partners such as AAA and those entities participating in the Electronic Vehicle Registration (EVR) program.

Over the past several years the percentage of registration transactions conducted outside of Service Centers has exceeded its target. FY21 continues to exceed the target of 65 percent with 86 percent of customers conducting registration transactions outside of a Service Center.

REGISTRATION TRANSACTIONS CONDUCTED ONLINE

The percent of registration transactions conducted online measures all registration transaction volume against the volume of registration transactions online.

Over the past several years the percentage of registration transactions conducted online has been steadily trending toward its targets. In FY21, the RMV met its target of 43 percent of registration transactions conducted online. Transaction volume also increased for online registration from FY20. A significant part of the increase can be attributed to the growing number of online transactions during the pandemic