Pre-Employment Screening Program Receives Stevie Award for “Best Use of Technology in Customer Service”
02 März 2015 - 4:56PM
Business Wire
Website enhancements have helped decrease user
phone calls to the PSP contact center by 25 percent in the last
year
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.
NICLaura Fredrickson, 703-841-6363General
Managerlfredrickson@egov.com
NIC (NASDAQ:EGOV)
Historical Stock Chart
Von Jun 2024 bis Jul 2024
NIC (NASDAQ:EGOV)
Historical Stock Chart
Von Jul 2023 bis Jul 2024