Fact Sheet

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FMCSA Customer Service Dashboard

Click for Annual Summary | Click for Quarterly Scorecard 

Monthly Dashboard - October 2018

Phone
Email
Fax
Print Mail
Chat
Phone Volume: 51,532

*Email Volume: 19,073

Fax Volume: 7,415Print Mail Volume:
751
Chat Volume: 10,405
Average Wait Time (Minutes): 5Average Resolution Time (Hours): 27.21Average Resolution Time (Hours): 26.23Average Processing Time (Hours): 27.31Average Wait Time (Seconds): 38
Goal: 10 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 2018

Annual Dashboard (October 2017 – September 2018)

Phone
Email
Fax
Print Mail
Chat
Phone Volume: 636,845Email Volume: 207,979Fax Volume: 95,881Print Mail Volume: 11,300Chat Volume: 120,464
Average Wait Time (Minutes): 10.68 Average Resolution Time (Hours): 28.44 Average Resolution Time (Hours): 24.62Average Processing Time (Hours): 23.94​​​​​​​Average Wait Time (Minutes): 1.77
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 2018

Column Header: Contact MethodColumn Head: StatusColumn Head: Trend
Phone - Avg. Wait Time 
8.48 Minutes
Status: Green
Email - Avg. Resolution Time 27.96 Hours
Status: Green
Fax - Avg. Resolution Time 24.18 Hours
Status: Green
Mail - Avg. Resolution Time
23.98 Hours
Status: Green
Chat - Avg. Wait Time
48 Seconds

*Arrows indicate upward or downward trend from last quarter.

Updated: Friday, November 2, 2018
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