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

5

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

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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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