SPR 22-618, Online Instructional Tools for Motor Carriers

PROBLEM STATEMENT The KYTC DVR increasingly offers customer support capabilities through online services, most notably the Motor Carrier Portal. Motor carriers may now register and pay taxes for their IFTA, KIT, and KYU requirements, obtain temporary permits, and check available truck parking online. The benefits derived from this shift are twofold. First, online services provide an efficient means for motor carrier operators to meet their regulatory obligations, while freeing up additional KYTC resources in reducing staff demands associated with onsite and call center customer support. Unfortunately, large segments of the motor carrier community encounter difficulties with successfully navigating online services and default to resource-intensive onsite and call center support. Additional self-service online videos and instructional services could enhance understanding and better assist these customers. Certain customers prefer speaking with someone directly to engage in transactions, or answer questions, rather than taking the time to perform those tasks themselves. Oftentimes, it is simply a matter of making the platform as easy to navigate and obtain information as possible. OBJECTIVES • Identify the most common themes involving live-person customer service operations between motor carrier customers and KYTC staff. • Develop online training/instructional videos for Motor Carrier Portal customers using key themes to increase online service utilization.