Pre-Employment Screening Program Receives Stevie Award for “Best Use of Technology in Customer Service”

Last week, the U.S. Department of Transportation Federal Motor Carrier Safety Administration (FMCSA) received a bronze Stevie Award for the “Best Use of Technology in Customer Service.” The award recognizes excellence in call center-related technological advancements to the Pre-Employment Screening Program (PSP). PSP provides truck and bus companies secure, instant access to commercial drivers’ safety history records. Drivers also use PSP to access their own records. Since the program’s inception in 2010, FMCSA has partnered with NIC to manage all aspects of PSP service delivery, including communications, outreach, website development, and user support.

“The PSP team has done a tremendous job enhancing the website to improve the user’s experience,” said Laura Fredrickson, NIC’s General Manager. “Our mission is to make the PSP website as intuitive and user-friendly as possible and we are honored that FMCSA received this award.”

Since 2010, the PSP user base has grown 1800 percent to more than 40,000 users. To provide optimal support for the growing user base, the PSP team has enhanced the website with functional and visual improvements on a bi-monthly basis, on average. Such improvements have resulted in a 25 percent reduction in phone calls to the call center in the last year. Examples of related website enhancements include a redesigned and streamlined PSP website, user self-service for unlocking accounts using security questions, and a “live chat” feature allowing users to chat with call center representatives.

According to a study released by FMCSA in 2013, carriers using PSP have positively impacted the safety of America’s roadways. The study shows that carriers using PSP have, on average, decreased crash rates by 8 percent, and driver out-of-service (OOS) rates by 17 percent. It is estimated that in the 12 months studied, 863 crashes and over 3,500 driver OOS incidents were prevented by the carrier group that used PSP. The results of the study can be found at:

http://ntl.bts.gov/lib/51000/51200/51257/13-003-PSP-Safety-Impact-analysis-brief.pdf.

About the Award

The Stevie Awards for Sales & Customer Service recognize the achievements of sales, customer service, and call center professionals. The “Best Use of Technology in Customer Service” award is presented to customer service and contact center organizations for their “use of technology that has directly improved customer service delivery, provided real business benefits, and shown system adoption across the entire customer service function.” Additional information can be found at http://www.stevieawards.com/pubs/sales/awards/398_2048_13359.cfm#CustomerServiceAchievement.

About PSP

The Pre-Employment Screening Program offers motor carriers and commercial drivers access to drivers’ roadside inspection and crash histories. The Federal Motor Carrier Safety Administration service is managed in partnership with NIC via a unique no-cost contract. For details on the Pre-Employment Screening Program and how carriers, hiring companies and drivers can participate, visit https://www.psp.fmcsa.dot.gov.

About NIC

Founded in 1992, NIC (NASDAQ: EGOV) is the nation's leading provider of official government websites, online services, and secure payment processing solutions. The company's innovative eGovernment services help make government more accessible to everyone through technology. The family of NIC companies provides eGovernment solutions for more than 3,500 federal, state, and local agencies in the United States. Forbes has named NIC as one of the “100 Best Small Companies in America” five times, most recently ranked at No.11 (2013), and the company has been included four times on the Barron’s 400 Index. Additional information is available at http://www.egov.com.