fmcsa presentation12 13-11

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Page 1: Fmcsa presentation12 13-11

1

FMCSA Presentation

Motor Carrier-Related Customers

and Issues

Rosalyn Alleman

National Transportation Library

December 13, 2011

Page 2: Fmcsa presentation12 13-11

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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

Page 3: Fmcsa presentation12 13-11

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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

Page 4: Fmcsa presentation12 13-11

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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

Page 5: Fmcsa presentation12 13-11

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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

Page 6: Fmcsa presentation12 13-11

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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

Page 7: Fmcsa presentation12 13-11

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Top Trucking FAQs at http://ntl.custhelp.com

Page 8: Fmcsa presentation12 13-11

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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

Page 10: Fmcsa presentation12 13-11

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Contact the NTL at:

[email protected]

http://ntl.custhelp.com

800-853-1351

Questions/Comments?