Lesson

Work with the trucking industry to assure success in deploying an electronic credentialing system for commercial vehicles.

A State of Washington experience with CIVISN deployment.


9/1/2004
Washington,United States


Background (Show)

Lesson Learned

The Washington State's deployment of electronic credentialing for commercial motor carriers has been successful, partly because it enjoys a high level of support from the motor carrier industry. The state has actively sought to engage the motor carrier industry in its CVISN program. Moreover, in this case, the industry receives tangible benefits from the e-credentialing system through quicker credentialing and labor savings. Labor savings for their licensing staff have come from applying for credentials without leaving their offices, less transcription and data entry, and fewer clerical errors. One participating motor carrier estimates a savings of one hour of licensing coordinator labor per power unit by using e-credentialing. The Washington State experience with e-credentialing provides several suggestions for deployers:
  • Design a system that meets the specific needs of the target customers. Washington State designed the e-credentialing system with higher-volume users in mind. In general, WSDOL is trying to increase the proportion of vehicles being credentialed electronically, not necessarily the proportion of carriers. A small handful of the highest volume carriers usually represent a disproportionately large segment of the truck population in a state. As of early 2004, the 177 motor carrier accounts using e-credentialing in Washington State (about 4 percent of all interstate carriers) represent about 15 percent of the state's International Registration Plan (IRP) commercial vehicles. Of these 177 carriers, 18 log onto the e-credentialing system directly, and the other 159 carriers engage one of eight private service bureaus authorized to process the carriers' credentials electronically. The state identifies carriers and service bureaus that may be selected to participate in e-credentialing by watching the annual volume of transactions per carrier. With the current e-credentialing program, smaller carriers or independent owner-operators, who might conduct licensing transactions only once or a few times per year, are less likely to benefit from the system.
  • Recruit carriers on an individual basis. System administrators do not conduct any mass marketing or promotion for the e-credentialing system, but instead invite motor carriers and service bureaus to participate on a case-by-case basis. The system is expected to grow steadily, but there are no plans to make e-credentialing available for all motor carriers in the state. WSDOL officials estimate that a user population of approximately 40 e-credentialing motor carriers and another 300 motor carriers working through service bureaus would represent the practical capacity of the current system and staffing resources.
  • Provide customer support for use of the electronic systems. WSDOL operates a help desk to coordinate support among the e-credentialing participants: motor carriers, the system vendor, and the state offices -- both central and field offices. The state help desk averages about 20 incoming calls from participants per week. Some calls are in turn referred to the system vendor, which maintains a technical support center to resolve software or hardware problems.
  • Provide training for use of the electronic systems. When a company signs on to the e-credentialing program, personnel from their licensing and information systems teams attend a training session at the WSDOL in Olympia or at another designated location. Follow-up training may also be held at the motor carrier site after the software is installed. Day-to-day telephone support is available from the WSDOL and from the system vendor.

The e-credentialing system has enabled productivity increases for the participating motor carriers and the enforcement agencies through time and cost savings. By providing state roadside motor vehicle inspectors with real-time data for carriers and vehicles, the e-credentialing system has helped focus attention on trucks that are more likely to be violating weight limits and other laws. The new system has improved the mobility of the compliant motor carriers, as they are less likely to be delayed at the roadside inspection stations. Moreover, the Washington State Police have found that that e-screening with CVIEW data has made the highways safer by helping control the volume of traffic flow through and around weigh stations.


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Source

CVISN Electronic Credentialing for Commercial Vehicles in Washington State

Author: ITS Joint Program Office, USDOT

Published By: ITS Joint Program Office, USDOT

Source Date: 9/1/2004

EDL Number: 13980

URL: http://ntl.bts.gov/lib//jpodocs/repts_te/13980.htm

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Lesson Contacts

Lesson Contact(s):

Vince Brown
Battelle
(614) 424-5928
brownv@battelle.org


Agency Contact(s):

Art Farley
Washington State Department of Licensing
360-664-1820
afarley@dol.wa.gov

Lesson Analyst:

Firoz Kabir
Noblis
202-863-2987
firoz.kabir@noblis.org


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Lesson ID: 2006-00234