NIC Federal - e-Commerce Customer Service Award

Company: NIC Federal, LLC, Arlington, VA
Company Description: NIC Federal, LLC manages the Pre-Employment Screening Program (PSP) on behalf of the Federal Motor Carrier Safety Administration (FMCSA). PSP allows employers of commercial drivers to access drivers 5-year crash and 3-year inspection histories during the pre-hire process. Drivers records come directly from the FMCSA Motor Carrier Management Information System (MCMIS).
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: e-Commerce Customer Service Award - All Other Industries

Nomination Title: Pre-Employment Screening Program (PSP)

The Pre-Employment Screening Program (PSP) is a U.S. Department of Transportation Federal Motor Carrier Safety Administration (FMCSA) initiative mandated by Congress in the 2005 highway bill. The purpose of PSP is to provide employers with instant, secure access to commercial drivers’ inspection and crash safety data through the PSP website in the form of a PSP safety record. FMCSA contracts with NIC Federal to deliver the PSP customer service.

The PSP customer service team consists of five expert customer service representatives (CSRs) who provide user support from 8 AM – 6 PM ET, Monday through Friday. Their primary responsibilities are to enroll user accounts, address program questions, and provide technical support for users accessing the PSP website via phone, email and online chat. In addition to providing user support, the team is one that “wears many hats” and completes other tasks such as writing user manuals, handles all the billing, accounts payable, accounts receivable, and managing the audit process.

Outline the nominated achievement since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

The CSRs asked for changes to their operating environment to work more efficiently for their customers. This led to two enhancements: redesigned customer service interface and easy online payments that will allow the team and PSP users to better conduct business during the pandemic. The team consists of just 5 representatives who have handled 250,000 phone calls, 20,000 chats, and 210,000 emails. This small team can handle a large user volume through a proactive approach to customer service; which led an 8% increase from 2019 to 2020 in PSP participation.

Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):

This achievement is unique, because the PSP customer service team flexed into the role of system analyst. Through new system enhancements ideas, the significance of these changes was apparent quickly. The redesigned customer service dashboard and PSP payment process resulted in a year-over-year 8% increase in enrollment, with a 40% decrease in total calls, 25% decrease in chats, and 41% decrease in emails handled!

Feedback on our CSR team and these enhancements have been extremely positive. “The customer service representative not only answered my concerns but provided additional important information about our account I was unaware of! Very, super helpful!”