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

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Presentation on theme: "TRD IVR\ Voice Portal Phase 1 PROJECT CLOSE 12/21/2011 11/17/2018."— Presentation transcript:

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


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