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Contact Us User Manual Transportation | Training

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The Contact Us Application

A Guide for Citizens Users

August 2017


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TableofContentsWhat Is the Contact Us Application? ............................................................................................................ 3

How Does the Application Work? ............................................................................................................. 3

Roles in the Contact Us Application .......................................................................................................... 5

How Citizens Use Contact Us ........................................................................................................................ 6

How Contact Us Works – A Citizen’s View ................................................................................................ 6

Contact Us Form ....................................................................................................................................... 7

Post a Comment Form ............................................................................................................................ 13

For Support - Contact DOT Help Desk or Contact Us Administrator........................................................... 19


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WhatIstheContactUsApplication?The Contact Us application is a web‐based computer application developed by the North Carolina

Department of Transportation (NCDOT) to improve customer service. The application tracks, stores and

reports citizen comments about a wide variety of transportation issues.

HowDoestheApplicationWork?This application maintains comment forms on many different pages www.ncdot.gov. Here are two

examples. On this DMV form, an email address is required.


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On this DMV form, an email address is not required.

Once a citizen completes and submits the form, the information is automatically routed to NCDOT

Subject Matter Experts (SMEs). The citizen sees a confirmation page that contains a tracking number.

A SME opens and reads the comment then sends a reply to the citizen. If needed, there are other

actions the SME can take. For example, if the SME cannot provide an appropriate reply, the SME can

unassign the comment so another SME in the same area can reply. The SME can also forward the

comment to another area of NCDOT for handling. The SME can delete comments that don’t warrant

responses and can even flag comments as spam.

If the citizen provided an email address, the citizen receives an email notice that a reply is available. If

the citizen did not provide an email address, the citizen must periodically check for a reply by entering


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the tracking number, from the confirmation page, into the Contact Us page. Once the SME replies, the

comment is considered closed.

RolesintheContactUsApplicationThis user guide is organized by user roles: Citizens, SMEs and Unit Administrators (also known as Admin

SMEs). This is an illustration of the three user roles within the Contact Us application and how they

interact with each other.

Citizen posts a comment

Citizen sees confirmation page

Comment routed to appropriate SME

Inbox

SME opens and reads comment

SME determines response

If email address supplied, citizen receives notice of

response

Citizen views response on website

Contact Us Application

Maintains units, subunits,

SME inboxes and Contact

Us pages. Creates

subunits. Maintains users.

Generates reports.

Opens and replies to

comments. Forwards,

unassigns, and deletes

comments. Views

comment history.

Completes form on

NCDOT web page to post

comment. Views reply on

NCDOT Contact Us web

page.

UNIT ADMINSTRATOR SME CITIZEN


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HowCitizensUseContactUsThe Contact Us application lets citizens post comments to NCDOT and receive responses from

appropriate NCDOT experts.

HowContactUsWorks–ACitizen’sViewThe Contact Us application responds to citizens in two different ways, depending upon whether the

citizen supplies an email address. Suppose Gloria has lost her driver license and wants to know how to

request a replacement. She completes and submits a Contact Us form. This is the general flow of work.

Nearly all pages of www.ncdot.gov have a Contact link in the upper right of the page. To post a

comment, click Contact. The Contact Us form or the Post A Comment form appears.

Citizen posts a comment

Citizen sees confirmation page

Comment routed to appropriate SME

Inbox

SME opens and reads comment

SME determines response

If email address supplied, citizen receives notice of

response

Citizen views response on website

Contact Us Application

Maintains units, subunits,

SME inboxes and Contact

Us pages. Creates

subunits. Maintains users.

Generates reports.

Opens and replies to

comments. Forwards,

unassigns, and deletes

comments. Views

comment history.

Completes form on

NCDOT web page to post

comment. Views reply on

NCDOT Contact Us web

page.

UNIT ADMINSTRATOR SME CITIZEN


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ContactUsFormIn this example, you’ve lost your driver license and want to find out how to request a replacement.

1. Click Contact on the home page of www.ncdot.gov.

2. On the Contact us form, click DMV Problem.


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3. Choose Online Duplicate Driver License as the topic.


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4. Complete the Ask Your DMV Question form, including a detailed question in the

Question/Comment text box. All fields are required. Click Submit when complete.


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A confirmation page appears with user information, a tracking number and a URL. You may wish

to print the confirmation page.

NCDOT is usually able to reply within three business days, but it may take longer if a more

complex topic needs additional research.


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5. When a reply is available, you’ll receive an email notice that includes a link to the reply. You can

see the response if you:

Click the link in the email (or copy and paste the link in a web browser).

Enter the tracking number and email address on the Contact Us Login page

(https://apps.ncdot.gov/contactus/default.aspx) and click Submit.


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6. The NCDOT Contact Us page contains the reply. If you need additional information, enter your

request in the Your Response text box and click Reply.


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PostaCommentFormThe information requested by the Post A Comment form varies, depending upon the page you used to

access the form. For example:

If you’re requesting information on vehicle registration, you’ll need to supply a license plate

number and VIN and you may want to upload a photograph.


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In this example, you have a specialty plate and wonder whether the extra fee is tax‐deductible. You’re

on the Renew Your Vehicle Registration and Plate page, but don’t see the answer.

1. Click Contact.

2. Click Vehicle Registration.


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3. Complete the Post A Comment form:

Name – Enter a first and last name. (Required.)

Phone – Enter a phone number so NCDOT has another way to contact you. (Not

required.)

Email – Supply an email address to automatically receive an email notice when a reply is

available. (Not required, but recommended and used in this example.)

Comment – Enter details of your comment, question or request. (Required.)

File Attachment – To attach a file, click Browse, locate the file, and click Open. When

you submit the form, the file is uploaded and available for 30 days.

Click Submit.


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4. A confirmation page appears and includes the tracking number. Click Print for a copy of the

confirmation page.

NCDOT is usually able to reply within seven business days, but it may take longer if a

more complex topic needs additional research.


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5. You’ll receive an email notice when the reply is available. To see the reply:

Click the link in the email (or copy and paste the link in a web browser).

Enter the tracking number and email address on the Contact Us Login page

(https://apps.ncdot.gov/contactus/default.aspx) and click Submit.


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6. The reply appears on the NCDOT Contact Us page. The Comment History contains your original

comment and the NCDOT reply. You can print the page and download any files attached to the

reply. To submit a follow‐up, enter your comment in the Your Response text box and click

Reply.


SupportFor general assistance with the Contact Us application, call or email the NCDOT Help Desk at:

919.707.7000 (Raleigh area)

1.800.368.2778 (statewide)

[email protected]

If you have questions or comments about this documentation or if you need to contact the Contact Us

System Administrator, post a comment on the Contact Us Administrator page:

https://apps.dot.state.nc.us/ContactUS/PostComment.aspx?Unit=AdminCUs

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