{"id":752,"date":"2023-01-12T18:48:20","date_gmt":"2023-01-12T18:48:20","guid":{"rendered":"https:\/\/webresources-uat.com\/nchrp1918\/?page_id=752"},"modified":"2023-01-12T18:48:20","modified_gmt":"2023-01-12T18:48:20","slug":"29-customer-service-requirements","status":"publish","type":"page","link":"https:\/\/crp.trb.org\/nchrpwebresource2\/setup\/29-customer-service-requirements\/","title":{"rendered":"(29) Customer Service Requirements"},"content":{"rendered":"\n
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RESEARCH AND PLANNING<\/a>  |   SETUP<\/a><\/span>  |   ONGOING OPERATIONS<\/a>  | TRANSITIONING AND GROWING<\/a><\/div><\/div> \n
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Customer Service Requirements (29) <\/h1>\n

Description:<\/strong><\/h3> \n

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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.\n <\/p>\n

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Details:<\/strong><\/h3>\n

Specify customer service infrastructure requirements\u2014including phone, interactive voice recognition, and email systems\u2014as 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. \n <\/p>\n <\/div>\n

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Primary Use:<\/strong><\/h3>\n

Establish customer service specifications for both the state and vendor.\n <\/p>\n <\/div>\n \n

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Best Practices\/Lessons Learned:<\/strong><\/h3>\n