The Registry of Motor Vehicles (RMV) is one of the most critical MassDOT Divisions for the residents of the Commonwealth. The RMV is responsible for administering the motor vehicle laws of the Commonwealth related to the issuance of identification and driver’s license credentials, including REAL IDs, motor vehicle registrations and titles, as well as the safety and emissions inspection of motor vehicles and school buses. The RMV is committed to efficient customer experience, ensuring public safety, and enabling customer mobility across the Commonwealth.
The RMV plays a critical safety role through the administration of driver’s education curriculum, the road test program, and the vehicle safety and compliance program. Services are offered through multiple channels including online, mail, phone, AAA, RMV Service Centers, and through public-private partnerships. The RMV also administers policy related to drunk driving and habitual traffic offenses and supports communication with the courts regarding criminal complaints and convictions.
Scorecard
| Performance Goal | Performance Measure | Current Performance (FY23) | FY22^ | FY21 |
|---|---|---|---|---|
 Customer Experience |
Average Number of Days to Get a CDL Appointment | 6 days | 7 days | 9 days | Average Number of Days to Get a Hearing | 13 days | 15 days | – | Average Number of Days to Get a Road Test (Class D, Competency, Interlock) | 25 days | 39 days | 42 days | Average Number of Days to Get a Road Test (Motorcycle) | 27 days | 41 days | 41 days | Average Number of Days to Wait for a Service Center Appointment | 19 days | 11 days | 9 days | Contact Center Initial Email Response (day) | 1 day | 1 day | – | Contact Center Percent of Calls Abandoned | 51% | 55% | 53% | Contact Center Wait Time (Average Speed of Answer in Minutes) | 29 mins | 28 mins | 46 mins | Percent of People That Have a REAL ID | 53% | 43% | 31% | Percent of System Wide License Transactions Conducted Online | 49% | 51% | 57% | Percent of System Wide License Transactions Conducted Outside of Service Centers | 68% | 68% | 72% | Percent of System Wide Registration Transactions Conducted Online | 45% | 44% | 44% | Percent of System Wide Registration Transactions Conducted Outside of Service Centers | 84% | 85% | 86% | Total Volume of Road Tests Administered | 208,485 | 207,457 | 198,913 | Vehicle Title – Percent of Title Issues that are Fraud Related | 0.07% | 0.08% | – |
 Safety |
Ignition Interlock Program – Percent of IID Participants with a Violation | 8.90% | 8.00% | 7.00% | Motorcycle Education for Measure – percent of the motorcycle licenses issued during fiscal year that had drivers education | 70% | 76% | 82% | MRB Citations – High Priority Average Processing Time (days) | 1 day | 1 day | 1 day | MRB Citations – Remaining Average Processing Time (days) | 2 days | 1 day | 2 days | Overdue Vehicle Inspections* | 24% | 25% | 26% | Percent of 18+ Customers who Passed a Road Test Exam – First Attempt (CDL) | 43% | 44% | 42% | Percent of 18+ Customers who Passed a Road Test Exam – First Attempt (Class D, Competency, Interlock) | 55% | 57% | 64% | Percent of 18+ Customers who Passed a Road Test Exam – First Attempt (Motorcycle) | 87% | 86% | 88% | Percent of CDL Suspensions* | 4.30% | 4.00% | 3.90% | Percent of Citations Submitted via Ecitation | 72% | 63% | 51% | Percent of Failed Vehicle Inspections Due to Safety | 4.20% | 4.00% | 4.00% | Percent of High Priority OOS Mail that Out of State Unit Processed Within the Next Business Day | 96% | 98% | 99% | Percent of JOL Customers who Passed a Road Test Exam – First Attempt (Class D, Competency, Interlock) | 82% | 84% | 89% | Percent of Low Priority OOS Mail that Out of State Unit Processed Within 5 Business Days | 100% | 100% | 99% | Total DCU Hearings Volume (General, Public Safety, Vehicular Homicide, Interlock) | 84,307 | 66,009 | 134,338 | Total Volume of License Suspensions | 110,663 | 115,922 | 91,584 | Violations for 18+ Customers (No Driver Education) – Percentage of Total Violations | 70% | 69% | 69% | Violations for JOL Customers – Percentage of Total Violations | 1.7% | 2.0% | 2.0% | Volume of High Priority OOS Mail that MRB Processed Within the Next Business Day | 3,897 | 5,462 | 4,343 | Volume of Low Priority OOS Mail that MRB Processed Within 5 Business Days | 38,340 | 43,265 | 59,785 |
 Healthy & Sustainable Transportation |
Percent of Failed Vehicle Inspections Due to Emissions | 4.2% | 4.0% | 4.0% | Percent of Vehicles That Are Hybrid/Electric | 4.9% | 3.2% | 2.9% |
*Metric has updated methodology from prior years, therefore, values may not match prior Tracker publications
^FY22 numbers were recalculated to correct a methodological error and therefore differ from what was reported in Tracker 2022
