TRD IVR\ Voice PortalCertification Request
for Implementation Phase
02/23/2011
02/23/2011 1
Agenda
• Current State of TRD IVR and Call Center Services
• Project Purpose
• Scope
• Budget and Funding
• Schedule
• Status02/23/2011 2
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
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Current TRD Customer Service Model
02/23/2011
Telephone System/ACD/IVR
MVD Calls From Public
Tax Calls From Public
Enterprise/Internal Calls
MVD IVR(75%)
MVD Call Taker(25%)
Tax Call Taker
(100%)
MVD
GenTax
PBX
Ascertain Transaction
or Interaction
*****Determine
Method*****
Route to Service or
Person
Routes to Person or
Service
Stakeholders Call/Transaction Processing
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Current MVD Service Model
02/23/2011
Components
Call Center(includes self-
servicing)
Field Office
Web Portal
MVD IVR(75%)
MVD Call Taker(25%)
MVD Back Office
MVD Enterprise
System
Telephone System,
ACD, and IVR
User Method Call/Transaction Processing
Kiosks
MailForms
WorkstationForms
Workstation
Workstation
MVD Back Office
Workstation
Forms
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.
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Opportunities for Improvement
1. Open Information Inquiry – Verbal Response
2. Open Information Inquiry – Document (e.g., e-mail/fax) Response
3. Identity-/Account-Verified Inquiry
4. Identity-/Account-Verified Transaction (e.g., filing, reporting, updates, payments)
5. Open Transactions (e.g., surveys)
6. Broadcast Notification
7. Directed Address Notification
8. System Administration/ Management including Automated Call Distribution
9. Enhanced Functionality
10. Management Reporting/ Logging
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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.
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Proposed Environment
02/23/2011
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Proposed Additions to Functionality
02/23/2011
1. Identity-/Account-Verified Inquiry
2. Identity-/Account-Verified Transactions (e.g., filing, reporting, updates,
payments)
3. Directed Address Notification
4. System Administration/ Management including Automated Call Distribution
5. Management Reporting/ Logging
ScopeReplace 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.
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Implementation Schedule
12
Maintenance Schedule
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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
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Certification History
02/23/2011
CERTIFICATION HISTORY (INCLUDE ANY PREVIOUS PROJECT OR PHASE CERTIFICATIONS)Date Amount Funding Source(s) (use specific citations to laws, grants, etc.)
09/02/2010 $89, 690 Laws 2009, Chapter 156, Section 1 amendment to Section 66-2-7.2 NMSA 1978Laws 2010 2nd S.S., Chapter 6, Section 3 Subsection HSection 66-6-6.1. NMSA 1978 Additional registration fee.Section 66-6-23 NMSA 1978.
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Appropriation History
02/23/2011
APPROPRIATION HISTORY (INCLUDE ALL FUNDING SOURCES, E.G. FEDERAL, STATE, COUNTY, MUNICIPAL LAWS OR GRANTS)
Fiscal Year Amount Funding Source and Appropriation language
FY10 $ 39,690Section 66-6-6.1. NMSA 1978 Additional registration fee.
FY11 $ 381,893 Section 66-6-6.1. Additional registration fee. NMSA 1978
FY12 $ 490,530Section 66-6-6.1. Additional registration fee. NMSA 1978
TOTAL $ 912,113 SFY10, 11, 12. Initiation, Implementation, and Services & Support to June 30, 2012.
Budget
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BUDGET
Comments:Description FY10 FY11 FY12 FY14 FY15
Staff - Internal
0 0
Consulting Services
Initiation
Produce RFP
$39,690
Consulting Services
Implementation $395,667 $101,325
Consulting Services
Maintenance, Operations, and Support
$490,610
Consulting Services
IV&V 20,000
Hardware
Software
TOTAL $1, 047,292 39, 690 $415,667 591,935
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Budget
02/23/2011
Description FY10 FY11 FY12 TOTALStaff - Internal
Consulting Services
Initiation
Produce RFP$39,690
Consulting Services
Implementation $361,893
Consulting Services
Maintenance, Operations, and Support
$490,530
Consulting Services
IV&V 20,000
Hardware
Software
TOTAL 39, 690 $381,893 $490,530 $912,113
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.
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