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Glass Overview - OSD

The Glass Overview provides guidance on the Fleet Response Glass Program for all OVM-managed state Vehicles, including those in the OVM Lease Program. It outlines the process for obtaining both glass-only or glass with body damage repair or replacement to help agencies ensure proper service coordination, billing, and compliance with OVM policies.
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Glass Damage or Replacement: Effective 7/1/2022, auto glass repair and replacement is managed by Fleet Response through Statewide Contract VEH113. 

This is a guidance document for OVM-managed vehicles only.  

Fleet Response Contact: 1-800-338-0619

Agencies should follow the option below which best describes their situation. Please direct process questions to OVM via ovm-accidents@mass.gov.

  • Glass Only – Driver must call the Fleet Response toll-free number, listen to the menu options, and select Glass. The call is routed to Safelite who takes the claim and coordinates the repair with the driver at a Safelite location. Safelite bills Fleet Response directly. Fleet Response bills the Agency through the regular monthly invoice process. No purchase order or billing information is needed from the Agency.  
    • NOTE: The Driver may not go directly to a Safelite location for service; they first must call Fleet Response who will order the required materials and schedule time to perform the work.  Work performed outside of the above-described process may result in improper billing or out-of-network fees.
  • Glass w/Body Damage – Driver must call the Fleet Response toll-free number, within 24 hours of the incident, listen to the menu options, and select Accidents. Fleet Response takes all the information for a First Notice of Loss. A body shop will be assigned for the incident estimate and associated photos.  The glass damage is handled by the body shop as part of the overall repair. The repair is billed to Fleet Response and Agencies are billed through the regular Fleet Response monthly invoice process. No purchase order or billing information is needed from the Agency.

Individual Agencies/Departments may have additional processes to follow. Check with your Agency Fleet Manager.

Below are links to the VEH113 Master Blanket Purchase Order (MBPO) details and the Contract User Guide (CUG) within COMMBUYS:

Contract ID#Description MBPO LinksCUG Link
VEH113Fleet Management Services Fleet Response MBPO VEH113 Contract User Guide 
Last updated: April 1, 2025

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