Product details

As the agency responsible for licensing and certifying motor vehicles and their operators, the Massachusetts Registry of Motor Vehicles serves over five million people a year - 3.5 million on a person-to-person basis - bringing the state in excess of USD200 million in revenues from fees and sales taxes. This case presents an in-depth look at the operations of the Watertown office - one of the busiest of the Registry's 37 branch offices - focusing particularly on activities involving interaction with the public.