Specifications include, but are not limited to: 1. Section 1 – Call Center Support: a. The NDDOT MV is soliciting Call Center Support services. Currently, the NDDOT Motor Vehicle and Driver License divisions receive 8,200 telephone calls per week, on average, answered by six to eight full time employees. Phone numbers currently routed are 701-328-2500, 1-855-637-6237, 701-328-2600, and 701-328-2725. Additional phone lines may be routed as deemed necessary. Access to the phone system (Microsoft Teams and Snapper 365 applications) will be done through VPN using contractor’s local ISP. VPN access to the state network will be provided by the state. b. Required phone services are: Calls unrelated to NDDOT, Motor Vehicle or Driver License should be transferred to the proper agency. Calls which are determined to be Motor Vehicle or Driver License related: call center personnel will offer technical support on a variety of inquiries regarding registration, titling, vehicle or driver licensing, tax, leases, and motor vehicle or driver license policy questions from external customers. c. This process will require an in-house, in-depth study and training of the LEGEND application process, as well as a thorough understanding and knowledge of practices, principles, standards, and guidelines of NDCC, ND Administrative Rules, and the policies and procedures employed in processing and distributing titles, vehicle and driver registrations. Contractor should have the ability to research NDCC, ND Administrative Rules, federal laws and other legal documents looking for motor vehicle or driver license related information. Contractor shall prepare and provide clear and concise verbal or written responses to explain issues, processes, or resolutions to the individual who may be a calm, angry or confused customer (dealing with their emotions first) so necessary information can be gathered, communicated and offer a choice of possible alternatives. This may require elevating very angry or confused customers to more knowledgeable motor vehicle or driver license staff. Preference will be given to companies who have proven performance in this area.
