REPORT CONTRASTS RMV'S FOCUS ON SAFETY, CUSTOMER SERVICE

Gov. Charlie Baker, citing the Grant Thornton report, said there "was no evidence that anyone was stolen" from records duties at the Registry of Motor Vehicles to boost the customer-facing service side.

STATE HOUSE, BOSTON, OCT. 7, 2019.....Gov. Charlie Baker on Monday defended his administration's focus on improving customer service at the Registry of Motor Vehicles while employees there fell short on key public safety responsibilities, a dynamic that investigators highlighted in a lengthy report about the RMV's failures.

The final report from the audit firm Grant Thornton, which the Baker administration hired to examine the RMV, noted that Department of Transportation staff and aides in Baker's office were well aware of a software problem that was affecting service centers last year, but did not pay sufficient attention to how a similar issue exacerbated a preexisting backlog of out-of-state driver violations that should have resulted in suspensions.