To measure the customer experience with the appointment-based system, the average number of days for an appointment tracks the “wait time” for a customer to obtain a Service Center appointment. This 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. Appointments are made for permit, license, and identification transactions.
In FY23, customers waited an average of 19 days to obtain a Service Center appointment. This is an increase from 11 days in FY22. Lower frontline staffing at Service Centers in FY23 likely contributed to this increase.
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 29 minutes for FY23. While the RMV did not hit the target of a 20-minute average wait time, this is a large decrease from 47 minutes in FY21, maintaining the improved service since FY22 (28 minutes).
In FY23, the Contact Center received 651,953 calls, a decrease from the more than 760K calls in FY22. The percentage of calls abandoned by customers decreased to 51% of calls abandoned by the caller, compared to 55% in FY22.
The percentage of systemwide transactions conducted outside of Service Centers indicates two important aspects of the customer experience: first, enhanced access to the RMV through a variety of service channels; and second, 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, Electronic Vehicle Registration (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. EVR allows RMV-approved end users to process Registration transactions and Title applications through an electronic link to a Service Provider and the Massachusetts Registry of Motor Vehicles.
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 FY23, 68% of license transactions were conducted outside of a Service Center, consistent with FY22 performance.
The percentage of license transactions conducted online measures all license transaction volume against the volume of license transactions online.
In FY23, 49% of license transactions were conducted online, which met the target of 40%. License transactions conducted online had a slight decrease, however, from 51% in FY22.
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 EVR program.
Over the past several years the percentage of registration transactions conducted outside of Service Centers has regularly exceeded targets. FY23 continues to exceed the target of 65%, with 84% of customers conducting registration transactions outside of a Service Center.
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 FY23, the RMV saw 45% of registration transactions conducted online, a small improvement from FY22, but slightly under the target of 50% of registration transactions.
