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TRD IVR\ Voice Portal. Certification Request for Implementation Phase 02/23/2011. Agenda. Current State of TRD IVR and Call Center Services Project Purpose Scope Budget and Funding Schedule Status. TRD Current State.

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Trd ivr voice portal

TRD IVR\ Voice Portal

Certification Request

for

Implementation Phase

02/23/2011


Agenda
Agenda

  • Current State of TRD IVR and Call Center Services

  • Project Purpose

  • Scope

  • Budget and Funding

  • Schedule

  • Status


Trd current state
TRD Current State

  • Currently, the Taxation and Revenue Department (TRD) has a fractionated contact center solution with multiple paths of contact.

  • Technologies employed are widely variant , old, and obsolete.

  • The two highest volume centers are MVD in Santa Fe and the tax Call Center in Albuquerque.

    • MVD has an automated telephone system which allows customers the opportunity to obtain answers to frequently asked questions and to conduct simple transactions such as re-registering a vehicle via telephone interaction.

      • The MVD call center manages 700,000 calls per year .

      • The center is currently experiencing a 20% abandonment rate

      • The current IVR system manages 75% of the total call volume.

      • The 13 clerks and 2 supervisors answer 25% of the calls

    • TRD’s Audit and Compliance collection center uses a predictive dialer and has mixed inbound and outbound calls.

      • Call volume in this center is 500,000 inbound and 250,000 outbound calls per year

      • Call abandonment rate is 18%

      • 100% of the calls are handled by TRD personnel




Issues with the current environment
Issues with the Current Environment

  • Complaints – There is a high and increasing number of complaints about MVD IVR transactions.

  • High Call Times – The average call times are very high, which means that fewer calls are handled, increasing the callbacks and call abandonment rates.

  • High Call Abandonment – The call abandonment rates are very high, which further fuels the increase in additional inbound calls from customers who are already some-what unhappy.

  • Limited Resources – There is a limited number of available staff resources in the call centers, which affects the centers’ ability to handle the call loads and maintain customer satisfaction.

  • Limited IVR – The current functionality on the IVR is very limited. This limited functionality, coupled with errors that appear to be inherent to the current system, further burdens the call center staff.

  • Errors in IVR – There are potential and real errors created in some of the current IVR transactions that affect state revenues and create additional work burdens on limited staff to correct the errors.

  • Call Loads – The current telephony environment is unable to readily assist with balancing or shifting call loads during peak call periods to available staff and re-sources in other areas that could otherwise be leveraged to assist.

  • Limited Customer Choices – TRD customers currently have limited choices in obtaining services.


Opportunities for improvement
Opportunities for Improvement

  • Open Information Inquiry – Verbal Response

  • Open Information Inquiry – Document (e.g., e-mail/fax) Response

  • Identity-/Account-Verified Inquiry

  • Identity-/Account-Verified Transaction (e.g., filing, reporting, updates, payments)

  • Open Transactions (e.g., surveys)

  • Broadcast Notification

  • Directed Address Notification

  • System Administration/ Management including Automated Call Distribution

  • Enhanced Functionality

  • Management Reporting/ Logging


Project purpose
Project Purpose

The primary goal of the future VP/IVR system is to provide a flexible, reliable, accurate, and integrated solution for the expansion and improvement of overall TRD customer service options .

TRD seeks to replace the existing IVR system with a proven solution that has been successfully implemented in other states.

Delivery of this system solution will be through hosted services.

TRD is only seeking approval for Phase 1 delivery at this time. TRD will close the project at the end of FY12. During FY12, TRD will return for approval of Phase 2 Implementation as a second project.



Proposed additions to functionality
Proposed Additions to Functionality

Identity-/Account-Verified Inquiry

Identity-/Account-Verified Transactions (e.g., filing, reporting, updates, payments)

Directed Address Notification

System Administration/ Management including Automated Call Distribution

Management Reporting/ Logging


Scope
Scope

Replace the existing IVR system with a proven solution that has been successfully implemented in other states. Delivery of this system solution may be through either a solution purchase or a contract for hosted services.

The Solution selected is a fully Hosted System Solution, providing Interactive Voice Response, Voice Portal, and Automated Call Distribution.




Phases
Phases

Phase 1 will include:

MVD

  • Replacement Plate

  • Replacement and Renewal of Registration or sticker

  • Make payments

  • Emergency Outbound calls

  • Skills-based routing

  • Forms Requests

  • License Status and Changes

  • Location of nearest office and office hours

  • FAX






Current project status
Current Project Status

  • Contract for Implementation, Services, Maintenance and Support is drafted and in pre-review.

  • IV&V Contract is in pre-review (electronic).

  • Scheduled start date is April 1, 2011.

  • Implementation of Phase 1 is scheduled for completion June 30, 2011.