TRD IVR\ Voice Portal Certification Request for Implementation Phase 02/23/2011 1

Agenda Current State of TRD IVR and Call Center Services Project Purpose Scope Budget and Funding Schedule Status 02/23/20112

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 9/8/20103

Current TRD Customer Service Model 02/23/20114

Current MVD Service Model 02/23/20115

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. 02/23/20116

Opportunities for Improvement 1.Open Information Inquiry – Verbal Response 2.Open Information Inquiry – Document (e.g., /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 9/8/20107

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. 9/8/20108

Proposed Environment 02/23/20119

Proposed Additions to Functionality 02/23/ 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

Scope Replace 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. 9/8/201011

Implementation Schedule 12

Maintenance Schedule 9/8/201013

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 9/8/201014

Certification History 02/23/ C ERTIFICATION H ISTORY (I NCLUDE ANY PREVIOUS PROJECT OR PHASE CERTIFICATIONS ) Date AmountFunding Source(s) (use specific citations to laws, grants, etc.) 09/02/2010 $89, 690 Laws 2009, Chapter 156, Section 1 amendment to Section NMSA 1978 Laws nd S.S., Chapter 6, Section 3 Subsection H Section NMSA 1978 Additional registration fee. Section NMSA 1978.

Appropriation History 02/23/ A PPROPRIATION H ISTORY (I NCLUDE ALL F UNDING SOURCES, E. G. F EDERAL, S TATE, C OUNTY, M UNICIPAL LAWS OR GRANTS ) Fiscal Year AmountFunding Source and Appropriation language FY10 $ 39,690 Section NMSA 1978 Additional registration fee. FY11 $ 381,893 Section Additional registration fee. NMSA 1978 FY12 $ 490,530 Section Additional registration fee. NMSA 1978 TOTAL $ 912,113 SFY10, 11, 12. Initiation, Implementation, and Services & Support to June 30, 2012.

Budget 9/8/ B UDGET Comments: Description FY10FY11FY12FY14FY15 Staff - Internal 00 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 T OTAL $1, 047,29239, 690$415,667591,935

Budget 02/23/ Description FY10FY11FY12TOTAL Staff - 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 T OTAL 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, Implementation of Phase 1 is scheduled for completion June 30, /8/201019