Press Release  Massachusetts RMV Program Initiatives and Staff Receive AAMVA Awards

BOSTON — The Massachusetts Registry of Motor Vehicles (RMV) is pleased to announce that it has been selected to receive awards from the American Association of Motor Vehicle Administrators (AAMVA) for its efforts in customer service and innovative technology use. 

“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,” said Registrar of Motor Vehicles Colleen Ogilvie. “We are fortunate to have a dedicated, innovative team of public servants who continue to transform the customer experience.” 

The AAMVA award categories, RMV initiatives and descriptions are as follows:

Service Awards – Community Service, for the RMV’s participation in “Fill a Bus.” Each year in December, the Massachusetts Department of Transportation (MassDOT) and the MBTA host a toy drive called “Fill a Bus.” The goal is to fill an MBTA bus with new, unwrapped toys for children during the holidays. In December of 2023, the RMV saw a record number of donated gifts from Registry employees, customers, and business partners. While the designated bus visits only a few RMV service center locations, RMV managers across the state work with their teams and deliver toys to the closest stops to support the initiative.

Service Awards – Customer Service, for the RMV’s Frederick Apel, who works as the Registry’s ombudsman. With over 20 years of dedicated service to the RMV, Mr. Apel has consistently demonstrated an unwavering commitment to delivering exceptional customer service. As an ombudsman, Mr. Apel plays a pivotal role as a neutral advocate and intermediary between the general public and the RMV. His primary responsibility is to ensure that customers' concerns, complaints, and inquiries are addressed fairly, thoroughly, and impartially. By directly engaging with customers who encounter issues, he provides a dedicated channel for resolution outside of traditional customer service routes, often focusing on complex or sensitive cases that require specialized attention and empathy.

Service Awards – Innovative Use of Technology, for the RMV’s SMS Text Messaging. The RMV implemented the use of SMS (Short Message Service) text messaging to enhance customer interactions, providing quick access to essential forms, policies, and service information. This innovative tool has improved service accessibility, reduced call volume, and decreased the need for repeat calls, serving as an exemplary model of how technology can streamline public service delivery and increase both customer satisfaction and agency efficiency.

AAMVA is a nonprofit organization developing model programs in motor vehicle administration, law enforcement and highway safety. The association also serves as an information clearinghouse in these areas and acts as the international spokesman for these interests. In addition, their programs encourage uniformity and reciprocity among states and provinces.

AAMVA’s awards program fosters a tradition of excellence in the motor vehicle and law enforcement community by honoring individuals, teams, and organizations that have committed their time and resources to safety initiatives, outstanding customer service, and public affairs and consumer educational programs throughout North America.

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