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WTS-Boston March Luncheon Featuring Erin Deveney

Erin_at_Podium
photography by Frank Monkiewicz Photography http://frankmonkiewicz.com/

Written By: Linde Thatcher, Tetra Tech

On March 28th, 2019, MassDOT’s Registrar of Motor Vehicles, Erin Deveney, presented to a captive audience of WTS-Boston members and guests.

Erin started her presentation discussing her career path within MassDOT’s RMV Division.  Erin was previously at the Registry, as its Deputy Registrar, General Counsel from 2000 to 2005.  Prior to being appointed to the position of Registrar of Motor Vehicles in December of 2015, Erin was serving as the Interim Registrar for nine months. 

Erin’s latest appointment began with a focus to improve and effectively manage customer service in the overall operation of the Driver Control Unit.  To meet this goal of improved efficiency and creating a positive customer service experience, Erin and her team had to think in terms of how much they could get done in the short-term, rather than simply planning for the long-term.  This shift in thinking set the dynamic for how the team began their work. This approach entailed thinking in terms of tasks that could be completed in two weeks or less, leading to more tasks being completed in a shorter timeframe.  The goal of the RMV became to serve 85% of customers in 30 minutes or less, which was made possible by implementing small changes to the structural flow of the service lines within the RMV. For example, customers with simple transactions were separated from those with more complicated ones to streamline the processing time.  The staff learned to adapt, grow and evolve to the changes of the pace and flow of the office.  This small change shortened wait times significantly and changed customers historically negative feelings about the RMV to positive.

Another big accomplishment Erin and her team undertook was the successful replacement of the 33-year old mainframe system for licensing. Erin highlighted that the new system was able toprocess transactions starting immediately on day one. While the transition to this new system was difficult and did not work as smoothly as they wanted at first, it was successfully able to ensure that the Commonwealth of Massachusetts would achieve federal REAL ID compliance.

Erin then described REAL ID and the upcoming changes the public should be aware of.  REAL ID is a Federal Security Standard for IDs that was created in 2005 because of increased federal security measures after the September 11, 2001 terrorist attacks.  After October 1, 2020, you will need a REAL ID or a passport to fly within the United States or enter federal buildings.  Erin described what to expect from these changes, how to obtain a REAL ID, and the RMV’s REAL ID, Real Answer Wizard (https://www.mass.gov/decision-tree/real-id-real-answers-a-​tool-to-help-you-determine-if-you-need-a-real-id).

Erin then presented the next big project of replacing the second half of the mainframe, which includes all the vehicle and title information. This process involved converting over 1.3 billion records, and they are now on track to convert another 1.2 billion records. The goal of this process is to create a more user-friendly system, allowing for a more enjoyable customer experience, as well as easier processing of information.

Through Erin’s time as MassDOT’s Registrar of Motor Vehicles, she has been able to successfully transform the RMV with new technology and new methods to improve customer service and operational performance. She ended her presentation by answering audience questions and providing some insight on some behind the scene details and some upcoming plans for the future of the RMV. Thank you to Erin for taking time out of her busy schedule to speak with WTS-Boston on all of the positive changes going on at the Registry.

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