DFHV Salesforce Modernization

District of Columbia Department of For Hire Vehicles
Health & Human Service

Project Overview

TDC led and completed a modernization of the DFHV licensing and registration functions of the DFHV.

The project further consisted of the implementation of two (2) customer facing portals to provide the ability for both operators of For-Hire Vehicles (taxi and limousine) and the companies of taxi and limousine to complete licensing and registration functions via a web browser and without the need to physically come to the agency. The third external facing entry is for allow for Passengers to submit complaints, loss and found; and Ask the Director entries.

TDCs work further includes the migration of enforcement and other functions of the agency to the Salesforce model to provide for a common ability to manage and monitor agency performance from a single data management platform. TDC still supports the agency and platform as System Administrators in a Strategic Planning capacity.

Performance Period

Description of Work Performed

TDC has streamlined the workflow process and has implemented automation in key steps with business partners. Integration of Amazon Connect for softphone issue handling; Transport District of Columbia (DC) used to validate the WMATA ID, status of customer, and trip quota. This is used to route calls automated to the available taxi companies. These enhancements continue to add value with Data Quality for both internal DFHV staff and external Partners.

Cloud Call – Customer Service for in-house Client Service to take inbound calls from Drivers / Passengers for Salesforce.

Key Takeaways

  • Project Management

  • Stakeholder Engagement

  • Functional

  • Best Practice Assessment

  • Requests for Proposals

  • Application Development

  • Data Analysis

  • Data Modernization

  • Workflow Automation

  • Quality Assurance