fmcsa presentation12 13-11
TRANSCRIPT
1
FMCSA Presentation
Motor Carrier-Related Customers
and Issues
Rosalyn Alleman
National Transportation Library
December 13, 2011
2
Agenda
Volume of Interactions with the Public
Types of Customers
Types of Questions
NTL FAQ Knowledgebase
Motor Carrier Statistics Issues
Questions Received from FMCSA Staff
3
Volume of Questions from the Public
Month Total
December 2010 100
January 2011 155
February 2011 145
March 2011 173
April 2011 148
May 2011 130
June 2011 143
July 2011 109
August 2011 177
September 2011 115
October 2011 146
November 2011 109
12-Month Total 1650
0
20
40
60
80
100
120
140
160
180
December 2010-November 2011
4
Types of Customers
December 2010-November 2011
Academia1%
Federal Government2%
For Profit64%
General Public
International2%
Local Government1%
Media0%
Non-Profit1%
State Government0%
Unknown10%
Academia
Federal Government
For Profit
General Public
International
Local Government
Media
Non-Profit
State Government
Unknown
5
Types of Questions
Interpretation of regulations (to Field Offices)
35%
Complaints against carriers by customers/employees
19%
Company information/certification
19%
Driver/inspector standards/certification
9%
Hours of service4%
Drug/alcohol/medications3%
Vehicle-related regulations5%
Records/paperwork3% Policy
0%
Other3%
December 2010-January 2011
Interpretation of regulations (to Field Offices)
Complaints against carriers by customers/employees
Company information/certification
Driver/inspector standards/certification
Hours of service
Drug/alcohol/medications
Vehicle-related regulations
Records/paperwork
Policy
Other
6
Using FAQs for Automatic Responses to Questions
1. Customer submits
question through
web form
2. CRM suggests
FAQs based on
key words
3. If customer finds
the answer they
need, the
interaction is over
4. If not, the question
goes to the
Reference Team
for personal
handling
5. Team also
receives questions
through direct e-
mail and
telephone
8
Questions from FMCSA Staff
Volume:
67 total questions received by
NTL during the first 11 months
of 2011
57 through the library
reference desk/staff
10 through RITA/BTS
channels
Topics:
Legal research (treatises,
regulations, legislation, etc.)
Journal article and book
requests
Standards
Access to library databases
Interlibrary loan requests
Statistics
9
Motor Carrier Statistics Issues
Current Sources of Motor
Carrier Statistics:
•BTS: Motor Carrier Financial
Data (1999-2002)
•FMCSA Analysis and
Information site (see right)
•FMCSA Data, Analysis and
Statistics site (multiple
sources, many are years old)
•Vehicle Inventory and Use
Survey (2002)
•Highway Statistics (2009)
•FARS (2009)
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Contact the NTL at:
http://ntl.custhelp.com
800-853-1351
Questions/Comments?