Percent of 18+ and Junior Operator customers who passed a road test exam
The RMV temporarily stopped administering road test exams during the pandemic due to safety concerns and to comply with state guidelines. State vehicles are still being used to conduct road test exams, sponsors are no longer allowed to accompany test takers in the vehicles, and additional cleaning and disinfecting protocols are in place.
During FY21, 89 percent of JOL customers passed their road test exam, meeting the target of 80 percent. 65 percent of 18+ customers passed their road test exam, meeting the target of 50 percent. In FY21 a fleet of Commonwealth owned vehicles was deployed for road tests that continued to be used through FY21 and will cease their use on December 31, 2021
Percent of customers that have a REAL ID vs standard and legacy ID
Federal regulations due to the REAL ID law impact the options customers have when renewing their license or ID. If a customer chooses a REAL ID credential, they must complete their initial REAL ID transaction in-person at a Service Center or AAA location to meet federal documentation and image capture requirements.
The U.S. Department of Homeland Security has since revised its REAL ID compliance deadline to allow more time customers to obtain a REAL ID. Beginning May 3, 2023 customers will need to present a REAL ID or another n acceptable form of federal identification for certain federal purposes such as boarding domestic aircraft. More information on REAL ID requirements in Massachusetts is available at Mass.gov/ID: https://www.mass.gov/guides/massachusetts-identification-id-requirements
At the end of FY21, 31 percent of customers held a REAL ID. There has been a steady adoption of REAL IDs, and the FY21 performance exceeded the target of 25 percent.
Out of State Mail Processing
The out of state (OOS) mail measures track the performance of the out of state mail processing program which handles violations and citations of Massachusetts drivers from other states. Cases are processed within two queues: high priority and low priority.
High Priority: Percent of high priority OOS mail processed within the next business day
The percentage of high priority out of state (OOS) mail processed within the next business day compares total volume of OOS mail with high priority mail that is processed within the next business day. High priority mail is defined as out of state violations or citations that are related to severe motor vehicles violations and criminal acts such as alcohol offenses, hit and run, or any other felony act.
In FY21, 99 percent of high priority out of state mail was processed within the next business day, exceeding the target of 90 percent. This is an increase from 86 percent in FY20.
Low Priority: Percent of low priority OOS mail that has been processed within five business days
The percentage of low priority out of state mail processed within five business day compares total volume of OOS mail with low priority mail that is processed withing five business days. Low priority mail is defined as out of state violations or citations that are non-felony related such as moving violations, speeding, texting while driving, or multiple convictions.
In FY21, 99 percent of low priority out of state mail was processed within the five business days, also exceeding the target of 90 percent. This is an increase from 76 percent in FY20.
The Massachusetts Vehicle Check program is the vehicle emissions testing and safety inspection program for the Commonwealth. All vehicles driven on Massachusetts roads must pass a yearly safety inspection and newly purchased vehicles must be inspected within seven days of registration. Vehicle inspection data is collected by the APPLUS system of record.
Percent of failed vehicle inspections due to safety
For passenger vehicles, fourteen key components of a vehicle are evaluated during the safety inspection. A vehicle may fail its safety inspection due to a faulty taillight, cracked windshield, defective suspension component, or any other defect. A vehicle that fails its safety inspection must be repaired immediately and be re-inspected within 60 days.
The percentage of failed safety vehicle inspections is reported through the APPLUS system and is calculated by the total volume of vehicles inspections compared with the total volume of safety failures.
In FY21, 4 percent of vehicles failed their safety inspections.
Overdue Vehicle Safety Inspections
Vehicle their expiration, they are considered overdue for their vehicle inspection. APPLUS Technologies, the vendor used in the commonwealth and several other states, was hit by a cyberattack on March 30, 2021, which suspended its inspection stations from operating. Motorists with existing stickers that expired in March or April were granted until May 31 to get a new inspection
In FY21, an average of 17 percent of vehicles had overdue vehicle inspections.
Percent of citations submitted via e-citation
The RMV’s e-Citation program, or electronic citation program, allows law enforcement to submit citations to the RMV through an electronic system. The RMV currently accepts citations via paper and electronic methods from 144 local police departments and the Massachusetts State Police. Interested police departments are encouraged to join the e-Citation program.
In FY21, 606,627 citations were submitted to the RMV. An average of 52 percent of those citations were submitted via the e-Citation process, which fails to meet the target of 70 percent. While this does not meet the target, this is an increase from 48 percent in FY20. Adoption of e-Citation by additional police departments will assist RMV in achieving this target.
Total volume of license and CDL suspensions
License suspensions in Massachusetts occur when a driver’s license or right to operate has been suspended or revoked enforcement due to a violation in driving laws. CDL drivers are held to higher standards than passenger drivers and have more disqualifying factors that lead to a license suspension or suspension of operating privileges. For more information on the type of motor vehicle suspensions and CDL suspensions visit mass.gov/RMV
In FY21, there were 91,584 suspended drivers, with 2,381 of those drivers holding CDL licenses. On average 2.6 percent of license suspensions were issued to CDL holders.
Total volume of Suspension hearings
Due to the pandemic, the RMV started conducting suspension hearings exclusively over the phone. In FY21, there were 134,338 hearings held at the RMV.
Average Number of Days to close a suspension hearing
The average number of days to close a suspension hearing is calculated by the time from the date a case was opened and when the case was closed.
While suspension hearings volume increased in FY21, the average number of days to close a case significantly improved. On average in FY21, it took two days to close a suspension hearing case.