Countless Choices . . .
One Point of Contact
SUBMITTED BY:
MARY-JOE PERRY
CHIEF INFORMATION OFFICER
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CATEGORY:
IMPROVING STATE OPERATIONS
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JUNE 1, 2011
B. Executive Summary
OneVoice is a multi-channel, information technology contact center solution, which
provides a single point of contact for all transportation resources across the
Commonwealth of Massachusetts. The system was designed to collect and quickly
disseminate vital information using advanced menu design, text-to-speech technology
and to provide pertinent information via multiple media channels.
Massachusetts agencies and authorities now have the ability to improve customer
service while significantly reducing operating expenses. As a shared services initiative,
OneVoice provides significant budgetary savings through group purchasing, sharing
development costs, and leveraging prior technology investments. It encourages and
improves collaboration between all transportation agencies. Additionally, OneVoice
achieves three key goals set forth in Governor Deval L. Patrick’s Executive Order #488,
“The Massachusetts Mobility Compact”, which mandated Increased Mobility,
Improved Administrative Efficiency, and Implementing Best Practices in Transportation.
The successful integration of OneVoice information technology has enabled several
transportation agencies to offer the highest level of service to the citizens of
Massachusetts and its visitors.
At its core, OneVoice features Interactive Voice Recognition (IVR) architecture and ServiceOriented Architecture (SOA). The system is designed to be easily adopted across the entire
secretariat. IVR software improves agent productivity, while reducing customer wait times
and lowering the percentage of abandoned calls.
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Voice channel provides both speech-enabled and touch-tone menus
Users can be easily transferred between Massachusetts transportation agencies
and transit authorities
Inquiries are triaged with “Smart Call Routing” before being directed to contact
center personnel
Agency and authority contact centers decentralized, while maintaining management
oversight
Advanced Dynamic Reporting provides managers with instant snapshots of
contact center status
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C. Description of Business Problem
Prior to December 2010, The Registry of Motor Vehicles Division of MassDOT operated
an outdated, fragile touchtone telephone system. The key challenges were to stabilize
and upgrade RMV telecom systems, reduce customer wait times, mitigate risk due
to high probability of catastrophic failure, and provide significant savings on monthly
telephone bills.
MassDOT crafted an RFP for a new IVR and Call Center Platform that would meet
current and future needs. Selecting a telephone vendor which was “agnostic” was a key
to the selection process. This approach was deemed the most cost effective because
the state would not need to replace all of its telephone systems. After a thorough review,
LCN was the determined the successful vendor and awarded the OneVoice contract.
LCN offered a variety of “Best in Breed” platforms, including solutions from Nuance,
Avaya and Genesys. LCN successfully delivered the system in the required timeframe.
The OneVoice project was initiated in March 2010, with internal testing, validation
and implementation done in November and December 2010.
“The Massachusetts Mobility Compact”
Governor Deval L. Patrick’s Executive Order #488: Providing Increased
Mobility, Improved Administrative Efficiency and implementing
Best Practices in Transportation.
Mobility: Decentralized contact centers across Massachusetts.
Efficiency: Interactive Voice Recognition (IVR) applications use Service
Oriented Architecture (SOA) to reduce integration and development time.
Best Practices:
OneVoice contact center “Best Practices Database”
simplifies cross-training of personnel. New interface
was built from established Best Practices,
smoothing the transition for contact center
personnel and individual users.
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D. Improved Government Operations
Critical Success Factors:
Built a Survivable OneVoice server core to sustain Multi-Agency Access
Replaced Failing IVR Platform to address immediate needs of RMV
Updated Avaya Voice Platform to adapt to growing needs and demands facing
the Commonwealth
Built upon Open Standards Non Proprietary Architecture setting the stage
for Interoperability with other MassDOT business units
Created a multi-tenant contact center environment, directly addressing the
Commonwealth’s Consolidation Initiatives
Set the foundation to provide citizens a Common and Consistent Customer
Experience when interacting with Massachusetts transportation agencies
Illustration: Improving Customer Service through OneVoice
Service-Oriented Architecture: Scalable, Agnostic and Modular
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Service-oriented architecture allows all transportation web applications to integrate
Public facing “self-service” web transactions can be promptly speech-enabled
SOA allows Massachusetts the flexibility of in-house or outsourced development
SOA complies with existing Massachusetts IT standards
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E. Benefits of the Project (Reform Initiative)
Benefits of OneVoice:
Providing a Federated Approach to IT Deployment
A “federated” design allows multiple agencies to plug into a single resource. By sharing
resources and reducing costs, state agencies have the unique opportunity to save money
while simultaneously modernizing key information technology systems. OneVoice
offers multi-tenant cross-platform compatibility - supporting 45 different platforms while offering each agency independent control of their technology solutions.
OneVoice is also consistent with the Commonwealth’s pending IT Consolidation
and Transportation Reform initiatives.
OneVoice Features:
NLU = Natural Language
MGT = Management Reporting
APP = Applications
Cost Savings
• Shared purchasing for reduced telecom rates
• Phone line capacity shared by multiple agencies
Modernization
SMS =
CR =
TTS =
VH =
Email / Text
Call Recording
Text Message
Virtual Hold
Development
• Leverage previous technology investments
• Standardized application development offers
reduced costs to multiple state agencies
• Scalable system allows increased participation
• Technology upgrades to better serve customers
• Improved reporting and analysis
• Interfaces with statewide VOIP initiative
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E. Benefits of the Project (Financial)
Total Annual Savings from Technology:
$ 1,456,380 per year
Cost Analysis
QUINCY - Current
Calls per month: 139,500
Calls per year: 1,674,000
Cost per month: $260,875
Cost per year: $3,130,380
QUINCY - OneVoice
Calls per month: 139,500
Calls per year: 1,674,000
Cost per month: $174,375
Cost per year: $2,092,500
Call Center Savings:
$1,037,880
Hourly Production
Call Center
Baseline
OneVoice / IVR
New System
Cost per Call: $1.87
Cost per Call: $1.25
Average Call
Duration:
2 min. 20 sec.
Average Call
Duration:
1 min. 43 sec.
Agent Hourly
Talk Time:
23 minutes
Agent Hourly
Talk Time:
26 minutes
Cost Savings: 62¢ per call
Agent Calls
Per Hour: 10
Breakdown of Cost Savings
Agent Calls
Per Hour: 15
OneVoice: 1,674,000 answered calls / year
Savings Per Call: 62¢ x 1,674,000 answered calls / year
Call Savings = $1,037,880
25% Self Service (No Agent) Annual Savings = $418,500
Total Annual Savings = $1,456,380
OneVoice Cost Avoidance Benefits
• 10% savings on monthly telephone bills . . . . . . . . . . . . . . . . . . $3,000/month
• Reduced maintenance costs . . . . . . . . . . . . . . . . . . . . . . . . . . . $3,252/month
Total Anticipated Monthly Cost Savings. . . . . . . . . . . . . . . . $6,252/month
Total Anticipated Annual Cost Savings . . . . . . . . . . . . . . . . . $75,074/year
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E. Benefits of the Project (Conclusion & Next Steps)
The successful implementation of OneVoice has provided immediate cost benefits and
improved customer service at the Massachusetts Registry of Motor Vehicles. OneVoice
is capturing pertinent customer information before RMV call center agents pick up a call.
OneVoice allows agents to be better informed and more productive, allowing them to
be more helpful on each transaction. Additionally, the customer experience is greatly
improved. Callers are more engaged in the self-service aspects of the system, and are
less likely to press “0” in frustration, or abandon the call before an agent comes on the
line. Fewer frustrated customers is generally translating into better overall agent morale
and a higher level of service.
The next phase of the OneVoice project is a plan to leverage and expand the service to
other agencies within the Transportation Secretariat, and expand the service across
multi-media channels. OneVoice has the ability to allow users to receive pertinent information at their convenience, on the device of their choice, over six media channels,
including: a Voice Channel with Speech Recognition to enhance interactive services;
an Email Channel to allow users to submit inquiries and receive replies via Email;
a Web Channel with Instant Messaging & Web Chat; a Text Message Channel to
enable users to receive Text Alerts on cell phones and other hand-held devices;
a Blast Messaging Channel for sending bulk Emergency, Amber Alerts & Weather
Alerts to all OneVoice users; a Social Network Channel to send Travel Alerts and
other announcements through FaceBook, Twitter, etc.
With a phased approach and a focus on customer service, safety and cost savings,
OneVoice can continue to be an important technology tool for the Commonwealth
of Massachusetts and the millions of users of its multi-modal transportation system.
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