PSP customer service team recognized for superior service

Company Website: http://www.egov.com
WASHINGTON -- (Business Wire)

The Federal Motor Carrier Safety Administration’s (FMCSA) Pre-Employment Screening Program (PSP) received a bronze Stevie Award for “Front Line Customer Service Team of the Year,” honoring customer service departments that directly engage customers.

More than 2,300 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition in 61 award categories. Finalists were determined by the average scores of 77 professionals worldwide, acting as preliminary judges.

PSP provides immediate online access to commercial drivers’ safety histories, with the drivers’ written authorization, to assist motor carriers with the driver hiring process. The five-person customer service team manages all inquiries from thousands of system users, including motor carriers, commercial drivers, and a variety of other interested parties. Representatives handled nearly 50,000 email, phone, and chat requests in 2016, with a low average wait time of about 30 seconds for phone calls.

FMCSA contracts with NIC Federal, LLC to develop and maintain PSP. FMCSA is responsible for all of the PSP data and general oversight, while NIC Federal handles daily operations, customer service, and technology development and maintenance.

“Top-notch customer service is key to giving motor carriers access to important driver safety data quickly,” said Laura Johnson, NIC Federal’s General Manager. “We are proud to see the customer service team honored with this Stevie Award.”

According to a study released by FMCSA, PSP positively impacts the safety of America's roadways. The study shows that motor carriers using PSP have, on average, decreased crash rates by 8 percent, and driver out-of-service (OOS) rates by 17 percent. It is estimated that in the 12 months studied, the motor carrier group using PSP prevented 863 crashes and more than 3,500 driver OOS incidents. The results of the study can be found at:

http://ntl.bts.gov/lib/51000/51200/51257/13-003-PSP-Safety-Impact-analysis-brief.pdf.

About the Federal Motor Carrier Safety Administration

The FMCSA was established as a separate administration within the U.S. Department of Transportation (DOT) on Jan. 1, 2000. Its primary mission is to reduce crashes, injuries and fatalities involving large trucks and buses. To learn more about FMCSA, visit www.fmcsa.dot.gov.

About NIC Federal, LLC

NIC Federal partners with U.S. federal departments and agencies to transform how citizens and businesses interact with government. Focused on delivering a comprehensive user experience, NIC Federal builds digital services and solutions that exceed the expectations of government and its constituents. Headquartered in Arlington, VA, NIC Federal is a wholly owned subsidiary of NIC (NASDAQ: EGOV). For more information, please visit www.nicfederal.com.

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Contacts:

NIC Federal
Laura Johnson, 877-642-9499
General Manager
ljohnson@egov.com

Source: NIC Federal