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TRD IVR / Voice Portal

TRD IVR / Voice Portal. Certification Request for Initiation Phase Project Certification Committee 09/22/2010. TRD Current State.

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TRD IVR / Voice Portal

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  1. TRD IVR / Voice Portal Certification Request for Initiation Phase Project Certification Committee 09/22/2010

  2. TRD Current State • Currently, the Taxation and Revenue Department (TRD) has a fractionated contact center solution with multiple paths of contact using different technologies with vastly different capabilities. • 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

  3. 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 resources in other areas that could otherwise be leveraged to assist. • Limited Customer Choices – TRD customers currently have limited choices in obtaining services.

  4. 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 organizations. • Delivery of this system solution may be through either a premise-based or hosted solution. • Premise-based – Acquisition of the software, hardware, and services necessary to implement a replacement VP/IVR system solution. • Hosted System Solution – Contract with vendor for services required for the provision of VP/IVR system solution.

  5. Opportunities for Improvement • Resolve existing issues through enhanced functionality • Allow customers to interact through their choice of channel (voice, web, …) • Increase types of available transactions • Open Information Inquiry – Verbal Response • Open Information Inquiry – Document (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 (e.g., closure due to inclement weather) • Improve System Administration including Automated Call Distribution • Enhance Management Reporting / Logging

  6. Budget • Requesting $89,690 for Initiation Phase • $39,690 was spent on RFP development • $50,000 to be available for IV&V contract • NOTE: An additional $750K has been requested for Future Phases via C-2 for FY12.

  7. Schedule • RFP Issued: 6/11/2010 • Offeror Proposals Due: 8/26/2010 • Evaluation Completed: 10/21/2010 • Contract Award: 12/9/2010 • Completion of Phase 1: ~6/30/2010 • The definition of future Phases will be fully defined upon Contract Award.

  8. Conclusion • IVR/Voice Portal would improve customer service for TRD clients • Allow more transactions to be automated (improve staff productivity) • Allow customer to choose method to interact with TRD for selected inquiries and transactions • Any impact on DoIT will be determined after contract award

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