What is the RMV?

Customer Service Line at RMV Center

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

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

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
Healthy & Sustainable Transportation

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