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 safety critical 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, at 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.
Impacts of COVID-19
At the onset of the pandemic, the RMV restricted in-person transactions and temporarily ceased administering road tests and conducting suspension hearings in person. Customers were granted grace periods for deadlines for motor vehicle inspections and granted license extensions, and the federal deadline for REAL ID compliance was pushed back to May 3, 2023. Contact Center call and email volumes increased as the RMV encouraged customers to complete transaction by phone, email, or mail when possible. The RMV is now using a new appointment-based system for Service Centers, and new performance measures are included in this year’s Tracker to reflect the customer experience. Additional details and impacts of COVID-19 on the RMV are integrated where needed into each performance goal section.
Scorecard
| Performance Goal | Performance Measure | FY22 Performance | FY21 Performance | 2020 Target | 2022 Target | 2024 Target | Long-term Target |
|---|---|---|---|---|---|---|---|
Customer Experience |
Average Number of Days to Get a Hearing | 15 days | Context Only | Context Only | Context Only | Context Only | |
| Average Number of Days to Get a Road Test (CDL) | 7 days | 9 days | Context Only | Context Only | Context Only | Context Only | |
| Average Number of Days to Get a Road Test (Class D, Competency, Interlock) | 39 days | 42 days | Context Only | Context Only | Context Only | Context Only | |
| Average Number of Days to Get a Road Test (Motorcycle) | 41 days | 41 days | Context Only | Context Only | Context Only | Context Only | |
| Average Number of Days to Wait for a Service Center Appointment | 11 days | 9 days | Context Only | Context Only | Context Only | Context Only | |
| Contact Center – Email Response (in Days) | 1 day | Context Only | Context Only | Context Only | Context Only | ||
| Contact Center – Percent of Calls Abandoned | 55% | 53% | 69% | 40% | 20% | 10% | |
| Contact Center – Wait Time (Average Speed of Answer in Minutes) | 28 mins | 46 mins | 30 min | 20 min | 5 min | 3 min | |
| Percent of System Wide License Transactions Conducted Online | 51% | 57% | 40% | 40% | 65% | 75% | |
| Percent of System Wide License Transactions Conducted Outside of Service Center | 68% | 72% | Context Only | Context Only | Context Only | Context Only | |
| Percent of System Wide Registration Transactions Conducted Online | 44% | 44% | 40% | 50% | 65% | 75% | |
| Percent of System Wide Registration Transactions Conducted Outside of Service Center | 85% | 86% | Context Only | Context Only | Context Only | Context Only | |
| Total Volume of Road Tests Administered | 207,457 | 198,913 | Context Only | Context Only | Context Only | Context Only | |
| Vehicle Title – Percent of Fraud Related Title Issues | 0.08% | Context Only | Context Only | Context Only | Context Only | ||
Safety |
Ignition Interlock Program – Percent of IID Participants with a Violation | 8% | 7% | Context Only | Context Only | Context Only | Context Only |
| Motorcycle Education for Measure – Percent of Motorcycle Licenses issued with Drivers Education | 76% | 82% | Context Only | Context Only | Context Only | Context Only | |
| MRB Citations – High Priority Average Processing Time (in Days) | 1 day | 1 day | Context Only | Context Only | Context Only | Context Only | |
| MRB Citations – Remaining Average Processing Time (in Days) | 1 day | 2 days | Context Only | Context Only | Context Only | Context Only | |
| OOS Mail – High Priority Percent of High Priority OOS Mail Processed within the Next Business Day | 98% | 99% | 90% | 90% | 95% | 100% | |
| OOS Mail – High Priority Volume of High Priority OOS Mail Processed within the Next Business Day | 5,462 | 4,343 | Context Only | Context Only | Context Only | Context Only | |
| OOS Mail – Low Priority Percent of Low Priority OOS Mail Processed within 5 Business Days | 100% | 99% | 90% | 90% | 95% | 100% | |
| OOS Mail – Low Priority Volume of Low Priority OOS mail Processed within 5 Business Days | 43,265 | 59,785 | Context Only | Context Only | Context Only | Context Only | |
| Overdue Vehicle Inspections | 13% | 17% | Context Only | Context Only | Context Only | Context Only | |
| Percent of CDL Suspensions | 2.1% | 2.5% | Context Only | Context Only | Context Only | Context Only | |
| Percent of Citations Submitted via eCitation | 63% | 51% | 70% | 75% | 80% | 85% | |
| Percent of Customers that have a REAL ID | 43% | 31% | 25% | 40% | 45% | 50% | |
| Percent of Failed Vehicle Inspections Due to Safety | 4% | 4% | Context Only | Context Only | Context Only | Context Only | |
| Percent of JOL Customers Who Passed a Road Test Exam – First Attempt (Class D, Competency, Inter_lock) | 84% | 89% | Context Only | Context Only | Context Only | Context Only | |
| Percent of JOL Customers Who Passed a Road Test Exam – First Attempt (Motorcycle) | 89% | Context Only | Context Only | Context Only | Context Only | ||
| Percent of non-JOL Customers Who Passed a Road Test Exam – First Attempt (CDL) | 44% | 42% | Context Only | Context Only | Context Only | Context Only | |
| Percent of non-JOL Customers Who Passed a Road Test Exam – First Attempt (Class D, Competency, Interlock) | 57% | 64% | Context Only | Context Only | Context Only | Context Only | |
| Percent of non-JOL Customers Who Passed a Road Test Exam – First Attempt (Motorcycle) | 86% | 88% | Context Only | Context Only | Context Only | Context Only | |
| Total DCU Hearings Volume (General, Public Safety, Vehicular Homicide, Interlock) | 66,009 | 134,338 | Context Only | Context Only | Context Only | Context Only | |
| Total Volume of License Suspensions | 115,922 | 91,584 | Context Only | Context Only | Context Only | Context Only | |
| Violations for JOL Customers – Percentage of Total Violations | 2% | 2% | Context Only | Context Only | Context Only | Context Only | |
| Violations for non-JOL Customers (No Driver Education) – Percentage of Total Violations | 69.37% | 69.17% | Context Only | Context Only | Context Only | Context Only | |
Sustainability |
Percent of Failed Vehicles Inspections Due to Emissions | 4.0% | 4.0% | Context Only | Context Only | Context Only | Context Only |
| Percent of Vehicles that are Hybrid/Electric | 3.2% | 2.9% | Context Only | Context Only | Context Only | Context Only |
