The Massachusetts Registry of Motor Vehicles (RMV) has been recognized by the American Association of Motor Vehicle Administrators (AAMVA) for its efforts in customer service and technology innovation. The RMV received awards in three categories.
Registrar of Motor Vehicles Colleen Ogilvie expressed her satisfaction with the recognition, stating, “It is an honor and a joy to see our colleagues’ work recognized by AAMVA for the difference it makes in people’s lives – and for its significance in further modernizing and improving our industry.”
The RMV’s participation in the “Fill a Bus” initiative earned a Service Award for Community Service. This annual toy drive, organized by the Massachusetts Department of Transportation (MassDOT) and the MBTA, aims to fill an MBTA bus with new toys for children during the holidays. In December 2023, RMV employees, customers, and business partners contributed a record number of gifts.
Frederick Apel, the RMV’s ombudsman, was honored with a Service Award for Customer Service. With over two decades at the RMV, Apel has been noted for his commitment to exceptional customer service. As an ombudsman, he acts as a neutral advocate between the public and the RMV, addressing concerns impartially.
The third award recognized the RMV’s innovative use of SMS text messaging to improve customer interactions. This technology provides quick access to essential information and has reduced call volume while increasing customer satisfaction.
AAMVA is a nonprofit organization that develops programs in motor vehicle administration and law enforcement. It encourages uniformity among states and provinces through its awards program, which honors excellence in safety initiatives and public service across North America.
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