Website enhancements have helped decrease user phone calls to the PSP
contact center by 25 percent in the last year
Company Website:
http://www.egov.com
WASHINGTON -- (Business Wire)
Last week, the U.S.
Department of Transportation Federal Motor Carrier Safety Administration
(FMCSA) received a bronze Stevie Award for the “Best Use of Technology
in Customer Service.” The award recognizes excellence in call
center-related technological advancements to the Pre-Employment
Screening Program (PSP). PSP provides truck and bus companies
secure, instant access to commercial drivers’ safety history records.
Drivers also use PSP to access their own records. Since the program’s
inception in 2010, FMCSA has partnered with NIC
to manage all aspects of PSP service delivery, including communications,
outreach, website development, and user support.
“The PSP team has done a tremendous job enhancing the website to improve
the user’s experience,” said Laura Fredrickson, NIC’s General Manager.
“Our mission is to make the PSP website as intuitive and user-friendly
as possible and we are honored that FMCSA received this award.”
Since 2010, the PSP user base has grown 1800 percent to more than 40,000
users. To provide optimal support for the growing user base, the PSP
team has enhanced the website with functional and visual improvements on
a bi-monthly basis, on average. Such improvements have resulted in a 25
percent reduction in phone calls to the call center in the last year.
Examples of related website enhancements include a redesigned and
streamlined PSP website, user self-service for unlocking accounts using
security questions, and a “live chat” feature allowing users to chat
with call center representatives.
According to a study released by FMCSA in 2013, carriers using PSP have
positively impacted the safety of America’s roadways. The study shows
that 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, 863 crashes and over 3,500
driver OOS incidents were prevented by the carrier group that used PSP.
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 Award
The Stevie Awards for Sales & Customer Service recognize the
achievements of sales, customer service, and call center professionals.
The “Best Use of Technology in Customer Service” award is presented to
customer service and contact center organizations for their “use of
technology that has directly improved customer service delivery,
provided real business benefits, and shown system adoption across the
entire customer service function.” Additional information can be found
at http://www.stevieawards.com/pubs/sales/awards/398_2048_13359.cfm#CustomerServiceAchievement.
About PSP
The Pre-Employment Screening Program offers motor carriers and
commercial drivers access to drivers’ roadside inspection and crash
histories. The Federal Motor Carrier Safety Administration service is
managed in partnership with NIC via a unique no-cost contract. For
details on the Pre-Employment Screening Program and how carriers, hiring
companies and drivers can participate, visit https://www.psp.fmcsa.dot.gov.
About NIC
Founded in 1992, NIC (NASDAQ: EGOV) is the nation's leading provider of official
government websites, online services, and secure
payment processing solutions. The company's innovative eGovernment
services help make government more accessible to everyone through
technology. The family of NIC companies provides eGovernment solutions
for more than 3,500 federal, state, and local agencies in the United
States. Forbes has named NIC as one of the “100 Best Small Companies in
America” five times, most recently ranked at No.11 (2013), and the
company has been included four times on the Barron’s 400 Index.
Additional information is available at http://www.egov.com.
Contacts:
NIC
Laura Fredrickson, 703-841-6363
General Manager
lfredrickson@egov.com
Source: NIC
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