1. TRD IVR\ Voice Portal
Phase 1
PROJECT CLOSE
12/21/2011
11/17/2018

2. Agenda Project Purpose Scope Phases Certification History
Appropriation History
Budget
Performance Measurements
Achievements
TRD Next Steps
11/17/2018

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.
11/17/2018

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.
11/17/2018

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.
11/17/2018

6. Certification History
Certification History (Include any previous project or phase certifications)
Date
Amount
Funding Source(s) (use specific citations to laws, grants, etc.)
09/02/2010
Initiation Phase
$89, 690
Laws 2009, Chapter 156, Section 1 amendment to Section NMSA 1978
Laws nd S.S., Chapter 6, Section 3 Subsection H
Section NMSA 1978 Additional registration fee.
Section NMSA 1978.
Request
02/23/2011
$ 822,423
FY11 $ $ 381,893 Section Additional
registration fee. NMSA 1978
FY12 $ $ 490,530 Section Additional
SFY10, 11, 12. Initiation, Implementation, and Services & Support to June 30, 2012.
Approval Letter for FY11
03/17/2011
Implementation Phase
$331,893
Laws 2009, Chapter 156, Section 1 Amendment to Section NMSA 1978
Laws nd A.A, Chapter 6, Section 3, subsection H
Section NMSA 1978
Section NMSA 1978
NOTE: $50,000 unspent during initiation was brought forward to Implementation.
11/17/2018

7. Appropriation History
Appropriation History (Include all Funding sources, e.g. Federal, State, County, Municipal laws or grants)
Fiscal Year
Amount
Funding Source and Appropriation language
FY10
$ ,690
Section NMSA 1978 Additional registration fee.
FY11
$ ,893
Section Additional registration fee. NMSA
FY12
$ ,530
TOTAL
$ ,113
SFY10, 11, 12. Initiation, Implementation, and Services & Support to June 30, 2012.
11/17/2018

8. Budget Requested
Description
FY10
FY11
FY12
TOTAL
Staff - Internal
Consulting Services
Initiation
Produce RFP
$39,690
Implementation
$361,893
Maintenance, Operations, and Support
$490,530
IV&V
20,000
Hardware
Software
Total
39, 690
$381,893
$912,113
11/17/2018

9. Budget Actual
Description
FY10
FY11/12
TOTAL
Staff - Internal
Consulting Services
Initiation
Produce RFP
39,690
Implementation
361,893.00
Maintenance, Operations, and Support
227,265.00
IV&V
16,854.38
Hardware
Software
Total
39, 690
606,012.38
$ 645,702.38
Total includes only the maintenance and support through December 31, 2011.
11/17/2018

10. Performance Metrics Measure Value Measure Value Measure Value
Pre-Project Metrics
Goal Metrics
Actual Post Phase 1
Measure
Value
Total Call Volume
1,053,499
Abandonment within IVR
43%
Abandonment external to IVR
70%
Average Talk Time
3:52
Call Waiting
8:07
% Self Help Calls 5%
Staff
13 Clerks
16 FTEs
2 Supervisors
Load Ratio
157%
Annual
Revenue Collected
$2,173,320
Measure
Value
Total Call Volume
700,000
Abandonment within IVR
35%
Abandonment/busy external to IVR
Average Talk Time
3:52
Call Waiting
6:00
% Self Help Calls
36%
Staff
16 clerks
2 Supervisors
Load Ratio
Annual Revenue
Collected
$4,000,000
Measure
Value
Total Call Volume
985,155*
Abandonment
27.08%
(Total Calls Transferred to Agent)/(Total Calls Answered by Agents)
35.30%**
Average Talk Time
3:42
Call Waiting
6:31
% Self Help Calls
38.6%
Staff
10 clerks
2 supervisors
Load Ratio
101.59
Veh Reg /12 – 12/31
Boat Reg /6 – 12/31
Cit Payment 12/ /31
$ 1, ***
*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
11/17/2018

11. Results Achievements Lessons Learned
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, (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.
11/17/2018

12. TRD Next Steps
The internally developed Vehicle Registration Renewal via the Web has collected $19,194, 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.
11/17/2018