Service Center Average Number of Days for an Appointment
Due to the pandemic, RMV Service Centers adopted new business model for in-person transactions. The RMV instituted an appointment-based system for essential transactions that cannot be completed online, by phone, or by mail. This service model continued into FY22.
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 FY22, customers waited an average of 11 days to obtain a Service Center appointment. This is an increase from 9 days for FY21.
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. The Contact Center saw an average wait time of around 28 minutes for FY22. While the RMV did not hit the target of a 20-minute average wait time, this is a large decrease from 46 minutes in FY21.
In addition to call volume increases, the RMV’s E-Unit saw customer email volume increase from 400-600 emails per day before the pandemic to 1,100-1,500 daily emails during the pandemic. In FY22, the volume of daily emails has dropped to previous volumes of under 600 emails per day with 99% of emails being responded to within one business day.
In FY22, the Contact Center received 761,193 calls, a 54% decrease from FY21. The change in call volume can be attributed to a return to pre-pandemic service levels. The percentage of calls abandoned by customers rose slightly to 55 percent of calls abandoned by the caller compared to 53 percent in FY22.
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, by mail, 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. In FY22, 68 percent of license transactions were conducted outside of a Service Center, which is a decrease of 4 percent over FY21.
LICENSE TRANSACTIONS CONDUCTED ONLINE
The percentage of license transactions conducted online measures all license transaction volume against the volume of license transactions online.
In FY22, 51 percent of license transactions were conducted online which met its target of 40 percent. License transactions conducted online decreased from 55 percent in FY21. We expect FY23 to trend lower due to the Real ID requirement and deadline in May 2023.
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. FY22 continues to exceed the target of 65 percent with 85 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 FY22, the RMV saw 44 percent of registration transactions conducted online, slightly under the target of 50 percent.
