FMCSA Pre-Employment Screening Program Wins Bronze Stevie Award for “Customer Service Department of

On March 4, 2016, the Federal Motor Carrier Safety Administration’s (FMCSA) Pre-Employment Screening Program (PSP) was recognized with a bronze Stevie Award in the “Customer Service Department of the Year” category. The Stevie Award Competitions were created in 2002 to recognize accomplishments and contributions of organizations and businesses worldwide.

 

PSP provides trucking and bus companies secure, instant access to commercial drivers’ safety histories and supports users through a customer service center reachable by phone, email, and live chat. Users calling the PSP customer service center only wait an average of 24 seconds before speaking directly with a representative. Over 99% of all support requests are resolved by the customer service representative, meaning less than 1% require a supervisor’s intervention. Since implementation of the program in 2010, the PSP customer service center has fielded more than 160,000 support requests.

 

FMCSA contracts with NIC Federal, LLC, to manage the PSP call center, as well as all other aspects of PSP service delivery, including website development, communications, and outreach. NIC Federal provides these services at no cost to the government using a self-funded contract.

 

“We are honored by the Stevie Awards’ recognition of the PSP customer service center,” said Laura Johnson, NIC Federal’s General Manager. “NIC Federal is proud to provide top notch user support for this essential safety initiative.”

 

PSP offers the motor carrier and background screening industries instant, secure, commercial driver safety records that truck and bus companies can use to evaluate drivers during the pre-hire process. Users can access PSP on-the-go using the free iOS application, or from any mobile device as the site is responsive and adapts to smartphones and tablets.

 

PSP provides employers with important data that enables them to make better hiring decisions and ultimately improve safety for all travelers on highways and roads. After receiving the written consent of a commercial driver, motor carriers and background screening companies may request a PSP record at www.psp.fmcsa.dot.gov. PSP also gives drivers additional opportunities to verify their driving history data and correct any discrepancies. All individual driver records are strictly protected in accordance with federal privacy laws.

 

According to a study released by FMCSA, PSP positively impacts the safety of America’s roadways. The study shows that carriers using PSP have, on average, decreased crash rates by 8 percent, and driver out-of-service (OOS) rates by 17 percent. It is estimated that in the 12 months studied, the carrier group using PSP prevented 863 crashes and more than 3,500 driver OOS incidents. A summary of the study can be found at: