Fact Sheet

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FMCSA Customer Service Dashboard

Click for Annual Summary | Click for Quarterly Scorecard 

Monthly Dashboard - September 2017

Phone
Email
Fax
Print Mail
Chat
Phone Volume: 38,198

*Email Volume: 11,825

Fax Volume: 6,506Print Mail Volume:
1,194
Chat Volume: 6,706
Average Wait Time (Minutes): 6  Average Resolution Time (Hours):  10.06Average Resolution Time (Hours): 9.14Average Processing Time (Hours): 8.55Average Wait Time (Seconds): 41
Goal: 12 minutesGoal: 48 hoursGoal: 48 hoursGoal: 48 hoursGoal: 60 seconds

*"Email" includes both email and web form messages.

Note: Mid-day (especially Tuesday - Wednesday) has the highest call volume and is the busiest time for the Contact Center. Wait times and processing times can be much longer during these periods.

Customer Service Volume and Resolution Time

The FMCSA Contact Center serves customers via phone, electronic (email, web form, chat), fax and print mail. The Office of Registration and Safety Information’s mission is to provide the best possible registration and operating authority customer service to the CMV industry and to external and internal partners, with a focus that raises the bar for entry into the motor carrier industry. The contact center not only provides customers with information on how to register or update their registration with FMCSA, but the staff also process forms, generate and mail official notifications, and maintain a customer information portal. Each month, MC-RS receives a total of 55,000 to 75,000 requests, about 2/3 of which are phone calls, from the motor carrier industry and related groups. This page provides data on the volume and timeliness of customer service activities by contact method. In addition to calling the contact center, customers can submit questions via web form or chat, or view FAQs at this site.

FMCSA Customer Service Annual Summary - Fiscal Year 2017

Annual Dashboard (October 2016 – September 2017)

Phone
Email
Fax
Print Mail
Chat
Phone Volume: 405,062Email Volume: 118,117Fax Volume: 101,671Print Mail Volume: 34,092Chat Volume: 62,227
Average Wait Time (Minutes): 7.60 Average Resolution Time (Hours): 13.86 Average Resolution Time (Hours): 11.64Average Processing Time (Hours): 11.52Average Wait Time (Seconds): 72
Goal: 12 minutesGoal: 48 hoursGoal: 48 hoursGoal: 48 hoursGoal: 60 seconds

*All annual averages are calculated by utilizing the raw data from October 2015 to September 2016.

The above Annual Summary provides customer service data based on Fiscal Year 2016 (FY16).  While the picture has significantly improved today, these numbers show some challenges during FY16.  FMCSA recognized these challenges and addressed them by adding more Customer Service Agents to the Contact Centers, introducing new features, such as chat and co-browse technology, and lastly, providing additional training to our Customer Service Agents to help improve our efficiency and effectiveness.  All these corrective actions have us off to a great start in Fiscal Year 2017 with average phone wait times between 5-7 minutes.  Going forward, in the spirit of transparency, we will also post a Quarterly Scorecard, like the one below, to show our customer service performance over the previous 3 months.  FMCSA is committed to providing timely and quality customer service to new applicants and our over 500,000 registered customers.

FMCSA Customer Service Quarterly Scorecard

Quarterly Scorecard - July-September 2017

Column Header: Contact MethodColumn Head: StatusColumn Head: Trend
Phone - Avg. Wait Time 
6.25 Minutes
Status: Green
Status: Down
Email - Avg. Resolution Time
9.33 Hours
Status: Green
Status: Up
Fax - Avg. Resolution Time
8.40 Hours
Status: Green
Status: Up
Mail - Avg. Resolution Time
8.57 Hours
Status: Green
Status: Down
Chat - Avg. Wait Time
65 Seconds
Status: Up

*Arrows indicate upward or downward trend from last quarter.

Updated: Friday, October 6, 2017
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