Search past winners/finalists

FMCSA - PSP Enrollment Wizard

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Federal Motor Carrier Safety Administration (FMCSA), Washington, DC
Entry Submitted By: NIC Federal, LLC
Company Description: FMCSA is the agency within the U.S. Department of Transportation responsible for highway safety related to large trucks and buses. In 2010, FMCSA launched the Pre-Employment Screening Program (PSP) to allow motor carriers to make better-informed hiring decisions when hiring drivers. PSP gives potential employers access to commercial drivers’ crash and inspection histories.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: e-Commerce Customer Service Award - All Other Industries

Nomination Title: FMCSA Pre-Employment Screening Program Enrollment Wizard

Tell the story about your e-commerce-based customer service initiatives since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Program Description

PSP supports FMCSA’s goal to improve safety on the nation’s roads. PSP provides trucking and bus companies with electronic access to Motor Carrier Management Information System (MCMIS) safety data for evaluating drivers during the hiring process. PSP records contain a driver’s five-year crash and three-year roadside inspection history. PSP is an important program, because it improves safety. A 2013 FMCSA safety study demonstrated that motor carriers using PSP experienced an 8% reduction in crash rates, on average, and moreover, more than 800 crashes were avoided during the evaluation period. The study also found that PSP usage contributes to more timely delivery of goods – during the study period, nearly 3,600 inspections were avoided, and enrolled motor carriers benefited from a 17% decline in out-of-service rates, on average. Accordingly, maximizing usage of the program throughout the motor carrier industry is always a top priority for the PSP team.

PSP Customer Service

Since PSP records contain personally identifiable information (PII), companies must sign up for an account to receive secure credentials for access to PSP data. PSP’s customer service team plays a major role in not only maintaining the satisfaction of existing account holders, but also in processing enrollment requests from new motor carriers and background screening companies interested in signing up for the program. PSP’s customer service representatives (CSRs) are always looking for ways to streamline their processes to improve user satisfaction and increase usage of critical PSP information during the hiring process. Customer feedback indicated many prospective users were interested in simplified options to submit their enrollment agreements electronically. In October 2016, PSP revamped its enrollment experience to change from a lengthy form to a sleek, intuitive interview-based wizard. The enrollment wizard walks users through a series of questions that allows users to enter all necessary information in a few short pages. Each page presents a simple set of inquiries related to a specific topic, e.g., company demographics, contact information, or billing information. Each agreement is transmitted to the customer service team instantly with no delays related to failures in email or faxes, and allows the creation of accounts without any manual data entry.

In the twelve months since the launch of the streamlined wizard, PSP enrollments have increased 25% over the previous twelve months (October 2015 – September 2016), with 67% of enrollment applications submitted through the wizard. Feedback on the wizard has been extremely positive:

“Online enrollment was straightforward and easy. The whole process has been great.”
“The online enrollment process was user friendly, and I would recommend it to other companies.”
“The process was very quick and error-proof.”
“It’s been fast; that’s what I like. I just submitted my agreement today and I’m already activating my account.”
“I would give it a 10, it’s perfect! It was really easy. Very fast!”
“It was a piece of cake.”
To sum up, when asked about their enrollment experiences, users express an overall positive impression of the program in general. When surveyed about their enrollment experience, one user noted, “PSP is really easy to work with.”

The success of the enrollment wizard shows the value of listening to users, considering their habits, and addressing their preferences. By streamlining administrative processes to accomplish key tasks efficiently, simply, and quickly online, the PSP team has significantly increased enrollment in a program that depends on participation to improve safety on the nation’s roads.