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Monthly Dashboard - October 2017

Phone	Email	Fax	Print Mail	Chat
Phone Volume: 44,553	*Email Volume: 12,571	Fax Volume: 7,113	Print Mail Volume: 1,372	Chat Volume: 7,630
Average Wait Time (Minutes): 6	Average Resolution Time (Hours):  20.48	Average Resolution Time (Hours): 18.66	Average Processing Time (Hours): 22.95	Average Wait Time (Seconds): 45
Goal: 12 minutes	Goal: 48 hours	Goal: 48 hours	Goal: 48 hours	Goal: 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: 405,062	Email Volume: 118,117	Fax Volume: 101,671	Print Mail Volume: 34,092	Chat Volume: 62,227
Average Wait Time (Minutes): 7.60	Average Resolution Time (Hours): 13.86	Average Resolution Time (Hours): 11.64	Average Processing Time (Hours): 11.52	Average Wait Time (Seconds): 72
Goal: 12 minutes	Goal: 48 hours	Goal: 48 hours	Goal: 48 hours	Goal: 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

Phone - Avg. Wait Time  6.25 Minutes
Email - Avg. Resolution Time 9.33 Hours
Fax - Avg. Resolution Time 8.40 Hours
Mail - Avg. Resolution Time 8.57 Hours
Chat - Avg. Wait Time 65 Seconds

*Arrows indicate upward or downward trend from last quarter.