TRD IVR\ Voice Portal

1. TRD IVR\ Voice Portal Phase 1 PROJECT CLOSE 12/21/2011

2. Agenda • Project Purpose • Scope • Phases • Certification History • Appropriation History • Budget • Performance Measurements • Achievements • TRD Next Steps

3. Project Purpose • The primary goal of the VP/IVR system was to provide a flexible, reliable, accurate, and integrated solution for the expansion and improvement of overall TRD customer service options . • TRD was seeking to replace the existing IVR system with a proven solution that has been successfully implemented in other states. • Delivery of this system solution was to be through hosted services. • Phase 1 of the original project has been completed. • At this time, no funding is available for Phase 2.

4. 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.

5. Phases Phase 1 includes: MVD • Registration Renewal • Vehicles • Boats • Driver Status • Citation Payment • Replacement Plate • Replacement sticker • Emergency Outbound calls • Skills-based routing • Forms Request Fulfillment via FAX • License Status • Location of nearest office and office hours • Inbound and Outbound Electronic FAX Phase 2 – Audit and Compliance and Revenue Processing Divisions. Cancelled for lack of funds.

6. Certification History

7. Appropriation History

8. Budget Requested

9. Budget Actual Total includes only the maintenance and support through December 31, 2011.

10. Performance Metrics Pre-Project Metrics Actual Post Phase 1 Goal Metrics *Projected volume from usage August 12 thru November 30 ** Expected to decrease since the move of a second T1 line to the production environment for agent-transferred calls *** Projected from usage to date: $3,500,000/year

11. Results Achievements • Driver History required interfaces with NMI, and was removed from IVR functionality. • All other functions planned for Phase 1 have been delivered. • Estimated Annualized revenue from IVR vehicle Registration Renewal: $2,387,930.17 (extrapolated from actual collections to date). • The Citation payment function is expected to collect $1,000,000 annual revenue. Lessons Learned • Due to the complexity of call scripts, call flows, web services, programs and data within an IVR system, testing is best performed with integration between the IVR and the Department web services first, then include background processes for payment processing and data updates. • Change in strategic direction of the Agency can cause significant impact to the project. TRD was fortunate that no additional cost was assessed in order to meet these changing strategic demands.

12. TRD Next Steps The internally developed Vehicle Registration Renewal via the Web has collected $19,194,422.49 this year (as of December 6). Since this seems to be the preferred customer interaction mode, the web services created by TRD ITD for the IVR will be deployed via a ITD-developed web app in January 2012 to the MVD web site. A new vehicle registration renewal method will also be deployed in January 2012, that will take advantage of the CABQ real-time web service used for the IVR application. Other applications for the IVR and web apps will be presented to executive management of TRD for deployment consideration.