Massachusetts Registry of Motor Vehicles branches are notorious for their wait times, but how customers wait could soon change.
Pasadena, Calif.-based QLess won the bid to provide a software platform that would let customers enter virtual RMV lines via on-site kiosks or their mobile devices or computers, and get real-time updates on estimated wait times. Customers would be texted a few minutes before they're at the front of the line, preventing the need to wait around an RMV office.
"We give people three freedoms that they didn't have before — freedom to wait anywhere they want, freedom to join the line from anywhere they want and freedom to choose when to get served," QLess co-founder and CEO Alex Backer said. "The results are a dramatic reduction in walkouts or no-shows. Some people have more patience to wait when they have the freedom to wait anywhere."
QLess and the RMV now have to negotiate a contract to provide the service.
The RMV in November released a "10-Point Promise" to improve service, including reducing branch wait times by 20 percent. The average wait time at its 30 branches was 22 minutes and 42 seconds in December, according to the RMV, which has set a 15-minute goal.
Under the current system, customers are told estimated wait times, but never are informed when they change. Branch wait times posted on the RMV website also are inaccurate.
RMV spokeswoman Sara Lavoie said: "We want to make the wait-time experience more predictable."
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