PRE-EMPLOYMENT SCREENING PROGRAM ANNUAL REPORT 2015
INSIDE The No-Cost Contract Model: Delivering FMCSA Value................. 2 PSP Enters Year Three of the Continuous Monitoring Program (CMP)........... 3 PSP Recognized With Three National Awards in 2015..... 3
NIC Federal Makes a Difference Inside and Outside the Office E
A Roadmap for Success
A
ll of NIC Federal’s work with the Pre-Employment Screening Program (PSP) is focused on two goals: to positively impact the safety of America’s roadways and to provide an exceptional, secure service to motor
carriers, industry service providers, and drivers. 2015 was another extraor-
ach year the NIC Federal team follows
dinary year for PSP, and NIC Federal is proud that the Federal Motor Carrier
the leadership of NIC’s corporate
Safety Administration (FMCSA) continues to place its trust in us with the award
headquarters to be good stewards in our community and promote a healthy employee lifestyle. Much to our delight, NIC Federal’s 2015 efforts received the distinction of NIC’s Team of the Year, given to
of the most recent PSP contract. As 2015 comes to a close and we look forward to 2016, we pause to reflect on and share the program’s achievements: • PSP received three national awards highlighting FMCSA’s and NIC Federal’s commitment to customer service, technical, and operational excellence.
the team that makes the biggest impact in
• Through phone, email, and online chat, NIC Federal expertly handled
their community! Much of our efforts are
more than 36,000 user inquiries from more than 50,000 users. The
centered in the Greater Washington, D.C.,
customer service team handled more than 99 percent of the calls them-
area. Each quarter, our team spends time at
selves, escalating a mere .02 percent of inquiries to their management
the Arlington Food Assistance Center, sorting
team. One satisfied user commented, “Everyone always complains about
food and supplies for Arlington’s 2,000+
call centers; however, each time I deal with PSP I’m left feeling very satis-
needy families. We also support the charity
fied! Today was no different!” – DeAnn from CTS Compliance
So Others Might Eat, where NIC Federal
• PSP adoption was driven by education and outreach at 16 conferences. For
employees donate nonperishable food items
example, the NIC Federal team answered drivers’ questions at the Mid-America
to be delivered in time for Thanksgiving.
Trucking Show alongside Tony Schafer and other FMCSA representatives.
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The No-Cost Contract Model: Delivering FMCSA Value
W
hen it comes to digital government initiatives
provide full operational support of PSP including ongoing
within FMCSA, there is one program helping
maintenance and enhancement costs, dedicated customer
motor carriers improve safety every day — PSP.
service and support, and educational outreach, at no cost
Managed and operated on behalf of FMCSA by NIC Federal
to FMCSA. In fact, the record request fees paid by PSP end
through a unique no-cost contract, the program is making
users fund the program in its entirety.
roads safer one hire at a time by providing employers
NIC Federal’s new contract includes a clause that allows
instant, secure access to valuable driver safety information
FMCSA flexibility to launch other no-cost digital services
during the pre-hire process.
under the current contract by simply adding another state-
In September 2015, after a competitive bid process,
ment of work to the contract. By leveraging this clause, the
FMCSA awarded NIC Federal another no-cost contract
fees that support PSP can be used to support additional
to continue operating PSP for the next three years. By
FMCSA priorities, allowing for more convenient and secure
applying a no-cost contract model, NIC Federal is able to
digital experiences for the motor carrier community.
A Roadmap for Success | continued from page 1 |
NIC Federal also attended exhibitions and meetings with various industry
of four significant code releases
in accordance with the Fair Credit
containing 105 new features.
Reporting Act. This change was made
From its beginnings in 2010, PSP has
possible through a mutually agreed-
groups including the American
evolved into an award-winning and
upon, no-cost contract modification. A
Trucking Associations and the
nationally recognized resource for
detailed strategic communication effort
American Bus Association.
industry by coupling FMCSA’s strategic
informed users of the change. This is just
vision with NIC Federal’s continuous
one example of many projects slated for
using PSP in 2015 to screen potential
investments in innovation, security,
2016 that will make PSP even better.
new hires.
customer service, and outreach.
•M ore than 1,800 companies began
• The second year of the Continuous
While there was much to celebrate
As we look ahead to 2016, NIC Federal welcomes the opportunity to
Monitoring Program (CMP) was
in 2015, NIC Federal anticipates more
discuss ideas with FMCSA for addi-
completed several weeks ahead
to come next year. In early 2016, PSP
tional digital, no-cost services aligned
of schedule.
account holders were required to
within the PSP contract. We enjoy
• The PSP website user experience was
switch from the driver’s consent form
the work we do with FMCSA and look
enhanced through the deployment
to a disclosure and authorization form,
forward to an even brighter future. n
Through PSP’s no-cost contract, NIC Federal delivers a quick and user-friendly digital solution.
2 | PSP ANNUAL REPORT 2015
PSP Enters Year Three of the Continuous Monitoring Program (CMP)
NIC
Federal is critically aware of the current security
automated monthly Center for Internet Security (CIS) scans
climate and the risk that data breaches pose. We
and weekly vulnerability scans.
are proud that PSP has never experienced a breach. NIC takes a
Each year NIC Federal hires a third-party assessor to examine
proactive approach to security, continuously working to ensure
the PSP system and operations as part of the Federal Informa-
our policies, procedures, equipment, and protection are up-to-
tion Systems Management Act (FISMA) Continuous Monitoring
date. For example, in 2015, PSP personnel engaged in a variety
Program (CMP). In 2015, 316 security and privacy controls were
of training that includes the following topics:
assessed. Each year, there are fewer and fewer findings and this
• DOT’s role-based and privacy security
year the eight action items in the Plan of Action and Milestones
• Information System Security (ISS) and privacy
were swiftly remediated. NIC Federal closed all action items by
• DOT’s rules of behavior
Oct. 28, 2015, three weeks ahead of schedule. As a result, PSP
• Payment Card Industry (PCI) best practices
received its Authority to Operate for another year!
• Continuity of operations
The detailed analysis and diligent efforts to keep PSP
• Incident response exercises
secure are made possible with the strong collaboration
We also performed system and call center disaster
between FMCSA and NIC Federal. NIC Federal fully appre-
recovery testing and annual penetration testing. These
ciates the expertise and dedication that Pam Gosier-Cox,
practices are in addition to NIC Federal’s extensive network
Shannon DiMartino, and Jeff Secrist provide in helping
and application security practices that now include
navigate the CMP process and meet deadlines.
PSP Recognized With Three National Awards in 2015 S
winning program by various organizations.
Digital Government Achievement Award for “Driving Digital Government”
These awards have honored the program
The Center for Digital Government
for a range of successes, including the value
honored FMCSA with this award in
PSP delivers at no cost to the government,
September. The award recognizes
call center excellence, superlative commu-
outstanding agency and department
nication strategy and execution, and more.
websites and projects at the application
The trend continued in 2015 with PSP being
and infrastructure level. FMCSA was
Jeff Secrist, Laura Johnson, and Ilya Krifman were
honored with three awards:
the only winner in the “Driving Digital
pleased to represent PSP at the Excellence.gov
ince its inception in 2010, PSP has been recognized as an award-
Government” federal category.
Excellence.gov “Excellence in Workforce/Mobility” Award
award ceremony in Washington, D.C.
service delivery, provides real business benefits, and shows system adoption
In November, the American Council for
Stevie Award for “Best Use of Technology in Customer Service”
Technology and Industry Advisory Council
In February, PSP received a bronze Stevie
tion. Website enhancements — including
named PSP as a finalist for the Excellence.
Award for excellence in call center-related
a redesigned PSP website and a “live chat”
gov “Excellence in Workforce/Mobility”
technological advancements. The award is
feature — that reduced call volumes to the
award which recognizes government proj-
presented to customer service and contact
PSP call center by 25 percent in the past
ects demonstrating efficiencies and cost
center organizations for their use of tech-
year were significant factors in winning
savings in mission performance.
nology that directly improves customer
this award. n
across the entire customer service func-
PSP ANNUAL REPORT 2015 | 3
NIC Federal Makes a Difference Inside and Outside the Office | continued from page 1 |
At times, our wellness activities intersect with the larger philanthropic interests of our company. This was the case when our team participated in the Run/Walk/Bike for a Cause. Fifteen NIC Federal employees and family members each committed to exercising for 3.1 miles in the Arlington 9/11 5K Memorial Race, which benefits first responders. NIC Federal was proud to participate and donate $500 to the cause! With a firm foundation of “doing and being well” established, our good habits will extend into 2016. n The annual Wreaths Across America event honors those who have served in the military.
NIC Federal team members ran 5K and donated $500 to benefit first responders.
In 2015, hundreds of food items were collected and donated to So Others Might Eat.
Robin Grant, Madeleine Estevez, and Tyrell Snape sorted fruit at the Arlington Food Assistance Center.
INSIGHTS is published by NIC Federal. Your questions and comments are welcome. Please contact us at: 4601 N. Fairfax Drive, Suite 1160 | Arlington, VA 22203 (877) 642-9499 www.psp.fmcsa.dot.gov © 2016 Trozzolo.com