Customer Service Requirements (29)
Description:
This building block includes the development of requirements for customer service, including infrastructure (e.g., phone, interactive voice recognition, and email systems) and content requirements for customer service, for both the state and vendor.
Details:
Specify customer service infrastructure requirements—including phone, interactive voice recognition, and email systems—as well as all needed redundancy to ensure the customer service operates even in failure conditions. Specify opening hours and key performance indicators (KPIs) such as average wait time. If commercial and noncommercial vehicles are administered in separate agencies, these activities may have to be carried out by each agency. The level of integration with existing state systems may vary by agency, but the primary functions should be the same.
Primary Use:
Establish customer service specifications for both the state and vendor.
Best Practices/Lessons Learned:
- Vendors should self-report KPIs and provide their own raw data to back up their calculated KPIs.
- Information technology infrastructure redundancy is necessary, especially because of COVID-19. Many customer service representatives will need to be able to work from home, at least occasionally.
- Customer service personnel need capacity not only to receive calls and emails but also to make calls and send emails to customers, as needed.
- KPIs, security requirements, and data reporting requirements are very important, in addition to mileage reporting and account management requirements.
- The state should respond to participant policy questions because the state is responsible for setting policy; this is the case even if the legislature, and not the implementing RUC agency, sets the policy. If vendors receive policy questions, they should refer them to the state.
State Government Context and Assumptions:
The implementing RUC agency completes this task, following the assembly of the Concept of Operations building block. Note that customer service content is developed in the Customer Service Standard Operating Procedures and Frequently Asked Questions building block.