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WTS-Boston congratulates Celia J. Blue on being selected 2015 Rosa Parks Diversity Leadership Award Winner!

Celia_Blue_Diversity

Celia J. Blue
Senior Advisor to Secretary & CEO Stephanie Pollack
Massachusetts Department of Transportation

As Senior Advisor to the Secretary & CEO of MassDOT, Celia is focused on operations with an emphasis on customer experience and improvements across MassDOT and the MBTA. Previously, Celia was the first African American to serve as the Registrar of Motor Vehicles (RMV). She also served as MassDOT Assistant Secretary for Performance Management and Innovation, Deputy Registrar, and Commissioner for the Massachusetts Aeronautics Commission. Celia also currently serves as the President of the Boston chapter of COMTO (Conference Of Minority Transportation Officials). As President of the Boston Chapter of COMTO, Celia is not only leading the organization, whose goal is “to see the diverse faces of America equally reflected in all levels of the transportation industry,” but she has taken on the challenge of hosting the National COMTO conference in Boston this year.

As Registrar of the RMV, Celia oversaw an organization of over 775 employees in 31 locations across the Commonwealth with an operating budget of $90M. Celia’s responsibilities included: oversight for vehicle operator licensing, vehicle registration, and collecting over $1B in revenue for the Commonwealth. Additionally, Celia she oversaw the Merit Rating Board and 1800 commercial and non-commercial vehicle inspection stations. She also worked to transform the agency, to include expansion of third party partnerships, technology enhancements, and self service center models, which included the launch of the first license renewal self-service kiosk.

Celia’s strong commitment for extraordinary customer service led to the development of customer centric goals and a Ten Point Promise to RMV Customers – a road map to improve the customer experience. The success of this targeted focus to improve the customer experience resulted in a 50% reduction in call center wait times. In addition, Celia’s oversight was instrumental in the implementation and expansion of the RMV’s innovative partnership with AAA, allowing license and registration renewal services and other RMV services at selected AAA locations.

As Assistant Secretary, Celia was tasked with assisting Secretary and CEO, Richard A. Davey, in building a culture of performance excellence, accountability, transparency and innovation. She developed and implemented Performance Management Systems for all divisions and departments. Prior to joining MassDOT, Celia spent many years in the private sector in leadership roles focusing on customer service, operations management and small business management. Celia holds a Bachelor of Science from Worcester State College and a Masters in Business Administration from Anna Maria College.
 

 

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