1 Massachusetts Department of Transportation Registry of Motor Vehicles Division Customer Service Experiences Innovation and Improvement December 8, 2011| Leading the Nation in Transportation Excellence |

Deliver excellent customer service to people who travel in the Commonwealth, and to provide our nations safest and most reliable transportation system in a way that strengthens our economy and quality of life. We are one transportation organization focused on customer service and safety. Provide superb customer service respectfully and efficiently Ensure the safety of the 4.68 million drivers licensed and the 5.82 million vehicles registered Maintain the integrity and security of our processes for every product or service offered. October 27, 20112| Leading the Nation in Transportation Excellence | MassDOT Mission RMV Division Mission

RMV Current Business Environment $1B annual revenue collected 30 branch offices 4.7M licensed drivers 5.6M registered vehicles 2.3M annual phone calls 2 to 3M annual Internet transactions (registration renewal is popular) 6M mainframe transactions per day December 8, 2011| Leading the Nation in Transportation Excellence |

December 8, 2011| Leading the Nation in Transportation Excellence | The RMV Evolution The RMV was subject to similar study RMV in late 1990s was big gray battleship of state government Legislative committee conducted oversight hearings on service levels Legislature identified issues and recognized that solutions would require organizational investments

Bricks and mortar model no longer sufficient to meet customer demands Massachusetts invested $13M in 1999 to upgrade phone center technology and increased staffing level to provide service Same updated investment made by MassDOT to maintain phone services as viable alternative service option Business plan includes expanding phone center platform to include voice recognition technology service options for more self-service This technology requires planning for continued maintenance and longer range planning for technology replacement as systems age and reach end of useful life December 8, 2011| Leading the Nation in Transportation Excellence | Reducing Reliance on Traditional Service Delivery Model

Moving motor vehicle administrations into the modern era December 8, 2011| Leading the Nation in Transportation Excellence | Reducing Reliance on Traditional Service Delivery Model Public prefers doing business via alternate service channels Web transactions most effective way to improve serviceReduces costs of operations while increasing service

In November 2011, the RMV served 240,100 customers in our branches Statewide average wait time was 13 minutes and 15 seconds December 8, 2011| Leading the Nation in Transportation Excellence | For those that do visit a branch….

December 8, 2011| Leading the Nation in Transportation Excellence | November 2011 Registry of Motor Vehicles Dashboard

3/9/2014| Leading the Nation in Transportation Excellence | Green line is the wait time goal. November 2011 Registry of Motor Vehicles Dashboard

Finding cost savings for offices Partnerships with communities for free space Private landlords seeking to increase foot traffic The RMV model has 20 of 30 branches that are in free or limited cost spaces December 8, 2011| Leading the Nation in Transportation Excellence | Modernizing the Bricks and Mortar Model

Future state of customer service depends on best practices Think retail: we offer products and services for sale Embrace change management: change is constant and need to manage responsiveness Know your customers: understand expectations Improve ability to embrace technology December 8, 2011| Leading the Nation in Transportation Excellence | Customer Service Deliver superb service that both anticipates and responds to customer needs.

The Registry of Motor Vehicles Modernization (RMVM) Program is the most innovative effort of our generation To be the National Leader in Putting the Customer First – across Service, Information, Security and Safety December 8, 2011| Leading the Nation in Transportation Excellence | Innovation Improve and integrate transportation services using creative thinking and best available practices and technology, with minimal public disruption

3/9/2014| Leading the Nation in Transportation Excellence | RMVM Vision Statement

December 8, 2011| Leading the Nation in Transportation Excellence |

Plan procurement scope and strategy Establish a procurement team Issue RFI for Vendor comment on approach and schedule Write and post RFR Review, analyze and evaluate responses In-person Vendor presentations Recommend apparent winning vendor Negotiation and MassDOT Board Approval December 8, 2011| Leading the Nation in Transportation Excellence | Procurement Process Key Milestones for FY12

Flexibility- solutions allowing minimum effort Quality/Ease of Use Information to measure operational and process performance Interoperability- point of origin Simplicity/Reliability Transparency Regular Outward-Facing Improvements Security and Safety- support legislative changes and data security December 8, 2011| Leading the Nation in Transportation Excellence | Procurement Guiding Principles Objectives to be met through RMVM

December 8, 2011| Leading the Nation in Transportation Excellence | RFR Schedule

Questions and Comments are Welcome December 8, 2011| Leading the Nation in Transportation Excellence |