Wait Times Dropping at Registry

Registrar of Massachusetts Motor Vehicles Dan Grabauskas announced that customer wait times statewide have been dropping as changes to improve customer service have been implemented and staff has been added to the branches. Last month 67 percent of all customers were served in less than 10 minutes, 85 percent in less than 20 minutes and 92 percent in less than a half hour.

Current wait times compare extremely favorably to the average hour or longer that customers were waiting just 18 months ago.

"Reducing wait times has been our top priority," said Registrar Grabauskas. "People used to come to the Registry with their copy of War and Peace and now they can't even get through Green Eggs and Ham.

"The Registry is able to monitor wait times more precisely since installing a state-of-the-art queuing system earlier this year, called QMATIC. A greeter at the branch entrance gives the customer a ticket that is electronically issued by the QMATIC system and provides an estimated waiting time.

One of the biggest benefits of this technology is that managers in the branches, and in our main Boston office, can review this data and move staff to where they are most needed. This helps ensure proper staffing of particular branches which helps drive down delays." - Dan Grabauskas