Massachusetts Registry of Motor Vehicles (RMV)

The Commonwealth of Massachusetts deployed a ChatGPT-powered Enterprise AI Assistant in February 2026 for use by executive branch state employees, including RMV staff, to help with tasks such as drafting documents, summarizing information, and conducting quick research. Use of the tool is optional and rolled out in phases, starting with the Executive Office of Technology Services and Security.

Following a competitive procurement process, Massachusetts contracted with OpenAI to provide ChatGPT Enterprise to up to approximately 40,000 executive branch employees—making it, at the time of announcement, the first state to deploy ChatGPT across an entire executive branch. The tool operates within a walled-off, secure environment so that employee inputs do not train OpenAI's public models. RMV clerks are among the state employees who could access the tool as the phased rollout expands to additional agencies. The state's official guidance specifies that employees can use the assistant for drafting, outlining, summarizing, and quick research; use is not mandatory.

The Massachusetts RMV deployed a generative AI-powered Virtual Assistant in April 2025 that answers questions from Massachusetts residents about driver's licenses, vehicle registrations, and REAL ID requirements, available 24 hours a day in multiple languages. The tool handles more than 1,500 conversations per day and has assisted more than 200,000 people since its launch.

Built by the state's Mass Digital team in partnership with the RMV and Northeastern University's Burnes Center for Social Change, the Virtual Assistant replaced a vendor-managed chatbot that relied on prewritten answers and older technology. The new system uses a nightly-updating knowledge base drawn from Mass.gov content, built-in safeguards for accuracy, and a custom evaluation tool that flags conversation issues for the team to fix. By July 2025 it was live on the most-visited RMV pages, and in October 2025 it expanded to EZDriveMA toll-related pages. According to a Pioneer Institute policy brief, the tool has reduced RMV agency calls by approximately 1,000 per day and cut email volume by approximately 200 per week.