Updated March 23 at 7:53pm

DMV website aims to improve customer experience


PROVIDENCE – In hopes of creating a better experience for citizens accessing services and information online, Gov. Lincoln D. Chafee announced that the first phase of a new and improved website for the R.I. Department of Motor Vehicles has been launched.

The site has been redesigned with the goal of providing better customer service, improved navigation and increased efficiency and ease of use, according to a release.

Some of the new features include a redesign of the site’s homepage, streamlined entry for assorted services, more information on requirements for transactions to be completed online and in person, and the addition of an interactive map of DMV branch locations and AAA locations.

The website’s new features are the result of recommendations given by DMV employees, and from personal visits by Chafee to the department’s headquarters in Cranston, and are part of an initiative taken by the governor’s office to “fix the DMV.”

Under Chafee’s administration, the agency said it has been successful in reducing wait times, offering more services online and conducting employee training to maximize efficiency and effectiveness.

“The DMV is the place where most Rhode Islanders interact with their government,” Chafee said in prepared remarks. “That experience should be a positive one. By making the website more efficient and easier to use, and by putting more services online, we are making DMV transactions more convenient and less time-consuming for both online and in-person customers. We have worked hard to institute positive changes at the DMV, and the launch of the new website is another step in those efforts. Rhode Islanders deserve good government services for their hard-earnedtax dollars.”

Additional website features expected to launch in the future include, a wait-time-tracker to show estimated transaction times by office, and a status checker to allow customers to see ahead of time if issues exist in renewing their licenses or registrations.


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We don't have to look far for an example to follow. Note the wait times at http://www.massrmv.com/index/tabid/1596/ctl/accessible/mid/4238/Name/Attleboro/Default.aspx

Friday, March 22, 2013 | Report this
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