Appendix A. Interview Guide

CVISN Motor Carrier Business Case
Contract DTFH61-02-C-00134, Task Order BA34022

March 15, 2007

I-1	Name of Interviewer
I-2	Date of First Contact
I-3	Dates of Second & Subsequent Contacts
I-4	Status of Messages/Callback
I-5	Date of Interview
I-6	Time of Interview
I-7	Respondent Company
I-8	Location of Respondent Company (number, street, city, state, ZIP)
I-9	Name of Respondent(s) for Credentialing
I-10	Job Title of Respondent(s) for Credentialing
I-11	Phone Number(s) of Respondent(s) for Credentialing
I-12	Name of Respondent(s) for Screening
I-13	Job Title of Respondent(s) for Screening
I-14	Phone Number(s) of Respondent(s) for Screening
I-15	Interviewer Notes or Comments

Hello, my name is _______________ with __________________ and we are working on a study for the Federal Motor Carrier Safety Administration. We’re trying to understand how two technologies supported by FMCSA affect the trucking industry. FMCSA has asked us to conduct telephone interviews with several trucking companies to better understand how these technologies are being used by motor carriers and how they may improve motor carrier safety and efficiency. All of the information we collect will be kept confidential.

The first technology system is electronically filing online credentials such as IRP, IFTA and other permits. We are also analyzing preclearance or screening programs that use transponder tags installed in trucks to allow them to bypass weigh stations. [We’d like to talk with you, whether or not your company uses either of these technologies.]

I’d like to talk with someone at your company who handles IRP and IFTA credentialing and permits and with someone who handles weigh station inspections and preclearance or screening. We have two surveys that should take about 15 minutes each. Are you the appropriate person to speak with?

[If no, ask if the respondent can connect you, or if you may have the other person’s contact information for later callback. If respondent asks, we can e-mail, US mail, or fax the survey to the company if preferred.]

Since the technologies are somewhat new to the trucking industry, FMCSA wants to better understand how they benefit motor carriers. We are interested in any business impacts that the technologies might produce for motor carriers, and how satisfied they are with them. We’ll use the insights to produce a report on the economics of these two technologies for motor carriers.

Again, any information you provide will be kept confidential, and will be only be integrated with dozens of other carrier responses within the final report. We can send you a copy of the final report if you’d like.

[To Interviewer: If not otherwise marked, go from one question to the very next question. Be on the lookout for and flag any memorable quotes as you go, so you can ask for permission to quote the respondent at the end.
CODING KEY: Y=YES; N=NO; DK=DON’T KNOW; REF=REFUSED OR DECLINED TO ANSWER, HAD NO COMMENT]

[COMPANY DEMOGRAPHIC CHARACTERISTICS]

[Note to interviewer: In some cases, not all demographic questions may be answerable by just one respondent. Make sure to revisit any unanswered questions in this section with the second respondent interviewed at a given company, as appropriate.]

D-1. Is your company INTERSTATE or INTRASTATE? DK REF

If INTERSTATE, go to D-2. Otherwise, go to D-3.

D-2. In about how many states is your company licensed to operate? ____________ DK REF

D-3. Is your company primarily a FOR-HIRE, PRIVATE FLEET, or BOTH? DK REF

D-4. Are your operations primarily TRUCKLOAD or LESS-THAN-TRUCKLOAD? DK REF BOTH

D-5. What are your two most common trailers used? (mark a “1” next to most common; “2” next to second most common)

Dry freight van
Refrigerated van
Tank (liquid, gas, or dry bulk)
Flatbed or specialized truck
Straight truck (single-unit)
Other trailer type (please specify) __________________________
DK
REF

D-6. Approximately how many commercial truck tractors (or power units) is your company responsible for, including company-owned, leased, and owner-operator power units?

(number) ___________________ DK REF

-7. The technologies we are analyzing are part of a state and FMCSA program known as “CVISN,” which stands for “Commercial Vehicle Information Systems and Networks.” Are you familiar with the term “CVISN”? YES NO DK REF

If Y, then go to D-8. Otherwise go to C-1.

D-8. How would you describe the CVISN program, what have you heard about it (e.g., from other companies), and do you have any opinions about it?

_________________________________________________________________________

[CREDENTIALING]

C-1. For the majority of credentials (examples: IRP, IFTA, state registration, and special permits) that your company obtains, does your company OBTAIN ITS OWN credentials, or use a BROKER OR SERVICE BUREAU? DK REF

If “broker/service bureau” then go to C-25. Otherwise, go to C-2.

C-2. In some states, trucking companies can use the internet to obtain operating credentials electronically, instead of using mail, motor vehicle bureaus, or going in-person to a government office. Has your company ever used the internet for electronic credentialing? YES NO DK REF

C-3. Are you aware of any other motor carriers that use this kind of system? YES NO DK REF

If the respondent has used electronic credentialing go to C-4. Otherwise, go to C-20.

[QUESTIONS FOR COMPANIES THAT NOW USE ELECTRONIC CREDENTIALING TO GET THEIR OWN CREDENTIALS]

C-4. Approximately how many electronic transactions does your company complete in a typical year, for each of the following kinds of credentials or permits? A transaction is defined as the process of obtaining new registrations, renewals, or supplemental credentials for one or more tractors (power units).

Number of IRP Credential Transactions _________
Number of IFTA Credential Transactions _________
Number of All Other Permit and Credential Transactions
DK
REF

C-5. In reference to IRP credentials, IFTA credentials, and other kinds of permits, approximately what percentage of each kind were processed (applied for, paid for, received, printed) electronically at your company in the past year? This includes all of your company’s activities required to get each kind of credential or permit (for example, new, renewal, supplemental, quarterly, single-trip, etc.).

% IRP electronically _________
% IFTA electronically _________
% All Others electronically _________
DK
REF

C-6. In preparing for electronic/internet credentialing, please estimate all of the “startup” costs your company incurred in terms of DOLLARS and/or LABOR HOURS (staff time).

		Dollars	Labor Hours	DK	REF
a.	Hardware expenses (computer/modem/printer)
b.	Computer technical support
c.	Company registration
d.	System training
e.	Network connection fees
f.	Other? Please specify

C-7. Do you believe your company has recovered its startup costs for using computer-based credentialing, in terms of dollar savings or staff time savings? YES NO DK REF

C-8. Please estimate all of the ongoing costs your company incurs associated with electronic/ internet credentialing, in terms of DOLLARS and/or LABOR HOURS (staff time) PER YEAR.

		Dollars	Labor Hours	DK	REF
a.	Hardware maintenance
b.	Computer technical support/upgrades
c.	Training (e.g., new staff)
d.	Network access/service fees
e.	Other? Please specify

C-9. Do you believe your company typically recovers its ongoing costs for using computer-based credentialing, in terms of dollar savings or staff time savings? YES NO DK REF

C-10. What were the two or three main reasons that your company decided to start using electronic credentialing?

Labor time savings
Acceleration of credentialing (getting trucks on the road faster)
Reductions in errors and corrections needed
Savings in postage/materials
Ability to track and store information electronically
Other? ______________________________________________
DK
REF

C-11. For what percentage of your electronic filings do you need to seek technical assistance? __________ percent DK REF

C-12. Have you been able to get technical assistance in a timely fashion? YES NO DK REF

C-13. How would you characterize the quality of the technical assistance you were given?

_____________________________________________________________________________

_____________________________________________________________________________
DK REF

C-14. Do you also have experience using manual paper-based credentialing? YES NO DK REF

C-15. How much staff time would you estimate your company typically spends on getting credentials for your trucks, using electronic filing (and if known, via the old paper methods), in terms of MINUTES or HOURS of staff labor PER POWER UNIT or PER TRANSACTION?

		Staff Time Needed (MINUTES or HOURS) (specify per power unit or per transaction)
		For electronic filing	If known, for paper filing	Savings	DK	REF
a.	IRP Transactions
b.	IFTA Transactions
c.	Other credentials and permit transactions

C-16. What is the typical truck turn-around time at your company when using electronic credentialing (time from the first steps in filling out credentialing paperwork to completion/truck on the road), compared to the old paper methods (if known), in terms of HOURS or DAYS PER TRANSACTION?

		Truck Turn-Around Time (HOURS or DAYS) ( per transaction)
		For electronic filing	If known, for paper filing	Savings	DK	REF
a.	IRP Transactions
b.	IFTA Transactions
c.	Other credentials and permit transactions

C-17. Have any other kinds of operating costs not already discussed either increased or decreased for your company as a result of using computer-based credentialing? If possible, please estimate the total cost savings or increase associated with the following cost elements, on a per-transaction basis.

Cost Type		Change in Per Transaction Cost ($)		No Change
Cost Type		Lower Costs	Higher Costs	No Change
a.	Material (envelopes and other materials)
b.	Mailing Expenses (i.e., postage)
c.	Other
d.	Other
e.	Other
f.	Other
g.	DK
h.	REF

C-18. Are there any features of the electronic credential filing process that could be improved? YES NO DK REF

If Y, go to C-19. If no, go to C-28 (Closing questions for the credentialing section).

C-19. What features, and how could they be improved?

_____________________________________________________________________

_____________________________________________________________________
DK REF

Go to C-28 (Closing questions for the credentialing section).

[QUESTIONS FOR COMPANIES THAT GET THEIR OWN CREDENTIALS, BUT DO NOT NOW USE ELECTRONIC CREDENTIALING]

C-20. How much time would you estimate it took your company’s staff to process all of its credentials in the past year? [examples: IRP, IFTA, state registration, and special permits] __________________________________ (specify units of measure, e.g., annual full-time equivalents; total labor hours per year; or hours per power unit owned) DK REF

C-21. Are there any features of your current process (ELECTRONIC MANUAL) for obtaining commercial vehicle credentials that could be improved? YES NO DK REF

If Y, go to C-22. Otherwise, go to C-23.

C-22. What features, and how could they be improved?

______________________________________________________________________________

______________________________________________________________________________
DK REF

C-23. Has your company ever considered using a computer to get credentials?

YES NO DK REF

C-24. What were the main factors that your company used [or would use], pro or con, in deciding whether to start filing electronic credentials? (check up to 3 of the most important factors: wait for spontaneous answers; if none, offer the list below as ideas)

	Factor	Pro	Con
a.	Labor time savings
b.	Acceleration of credentialing
c.	Reductions in errors and corrections needed
d.	Ability to track and store information electronically
e.	Savings in postage/materials
f.	Startup costs
g.	Cost to use the system once installed
h.	Need for staff training to learn the system
i.	Availability of staff to use the system
j.	Confidentiality of company records
k.	Kinds of credentials that can be obtained electronically
l.	Electronic funds transfer issues
m.	Level of technical support from the state
n.	System suited to my scale of business
o.	Availability of system outside normal business hours
p.	Experiences of other trucking companies who have used the system
q.	Other factor(s). Please specify
r.	DK or REF

Go to C-28 (Closing questions for the credentialing section).

[QUESTIONS FOR COMPANIES THAT USE A SERVICE BUREAU OR CREDENTIALING BROKER]

C-25. Does the service bureau that handles your company’s credentialing file your credentials electronically? YES NO DK REF

If Y, go to C-26. Otherwise, go to C-28 (Closing questions for the credentialing section).

C-26. How does the service bureau’s credential processing time compare to the time required for your company to process its own credentials?

SHORTER WITH SERVICE BUREAU or SHORTER WHEN PROCESSING IN-HOUSE DK REF

C-27. How does the cost of using a bureau compare to your company processing its own credentials?

LOWER COST WITH SERVICE BUREAU or LOWER COST WHEN PROCESSING IN-HOUSE DK REF

[CLOSING QUESTIONS FOR ALL RESPONDENTS AT THE END OF THE CREDENTIALING SECTION]

C-28. What have you heard from other motor carrier companies about the benefits or disadvantages of electronic credentialing?

_____________________________________________________________________

_____________________________________________________________________
DK REF

C-29. Are there any other business benefits or disadvantages of electronic credentials administration or permitting that we have not covered, which you want to comment on?

_____________________________________________________________________

_____________________________________________________________________
DK REF

C-30. Do you have any questions about credentialing for me, [before we move on to the preclearance/screening questions?]

_____________________________________________________________________

_____________________________________________________________________
DK REF

Go to G-1 (General Closing Remarks) unless the same respondent will be answering the electronic preclearance/prescreening section (S-1).

[ELECTRONIC PRECLEARANCE/PRESCREENING; MAY BE A DIFFERENT RESPONDENT THAN CREDENTIALING SECTION]

S-1. How much operating time would you estimate that one of your company’s trucks typically loses while waiting to be weighed or inspected? (minutes per truck per stop; can be a range) _________ DK REF

S-2. About how many Level I (standard—driver, vehicle, and load) inspections (federal, state, local) does each of your company’s trucks get in an average year? (number of inspections/truck/year) ______ DK REF

****See attachment for definitions of inspection levels if needed.********

S-3. Do any of the trucks your company is responsible for use preclearance services where transponder tags are installed in the cab to communicate with roadside systems that allow the truck to bypass some weigh and inspection stations? (red light/green light in the truck cab) YES NO DK REF

If Y, go to S-4. Otherwise, go to S-16.

S-4. If so, about how many (or what percentage) of your company’s trucks have a preclearance transponder installed?

For company-owned/leased units ________ DK REF

For owner-operator units ________ DK REF

(specify whether count or percent; data analyst refer to D-6 for total numbers of trucks operated by respondent’s company)

[QUESTIONS FOR COMPANIES NOW IN ELECTRONIC SCREENING]

S-5. Which screening program(s) or partnership(s) does your company belong to? (check as many as apply)

HELP/PrePass
Norpass
Oregon Green Light
Other (please specify) ______________________________
DK
REF

S-6. Can you estimate the approximate total startup costs in terms of DOLLARS and/or LABOR HOURS (staff time) that your company expended to join the screening program or partnership?

		Dollars	Labor Hours	DK	REF
a.	Membership fees
b.	Transponder hardware
c.	Other hardware
d.	Staff training time
e.	Other? Please specify

S-7. Do you believe your company has recovered its startup cost for joining the screening program or partnership, in terms of either operating cost or staff labor cost savings?

YES NO DK REF

S-8. What were the two or three main reasons your company decided to start using electronic screening?

Time savings
Labor savings for drivers
Quicker deliveries
Reduced wear and tear from stop/start
Increased safety from fewer stops, starts, and merges
Other? __________________________________________________________________
DK
REF

S-9. Please estimate your company’s ongoing costs per year to stay in the preclearance/screening program, in terms of DOLLARS or LABOR HOURS (staff time) PER YEAR.

		Dollars	Labor Hours	DK	REF
a.	Annual subscription fees and/or bypass/transaction fees
b.	Transponder maintenance
c.	Other hardware maintenance
d.	Staff training
e.	Other? Please specify

S-10. Does your company pay its commercial drivers mainly by the mile, by the hour, or by some other method?

By the mile
By the hour
Other payment method (please specify) _____________________
DK
REF

***** These next three questions ask you to compare your business operations now with your operations before you began the preclearance/screening program. The questions assume that other aspects of your operation stayed basically the same during that change.

S-11. What kinds of changes in driver productivity has your company seen since joining the preclearance/screening program? (examples: increase or decrease in labor hours per load, or other unit of measure for time savings or productivity changes)

__________________________________________________________________________

__________________________________________________________________________
DK REF

S-12. What kinds of changes in scheduled delivery times can you credit to the preclearance/screening program? (examples: average increase or decrease in hours or days per load delivered)

__________________________________________________________________________

__________________________________________________________________________
DK REF

S-13. What kinds of changes in operating and maintenance costs (examples: non-labor costs, such as fuel consumption, brake repair) has your company seen that can be attributed to the preclearance/screening program? (examples: dollars per year for whole company or dollars per power unit per year)

__________________________________________________________________________

__________________________________________________________________________
DK REF

S-14. Has your company seen any other benefits or advantages since joining the preclearance/screening program? (Please specify)

__________________________________________________________________________

__________________________________________________________________________
DK REF

S-15. Has your company seen any problems or disadvantages since joining the preclearance/screening program? (Please specify)

__________________________________________________________________________

__________________________________________________________________________
DK REF

Go to S-19 (Closing questions for screening section).

[QUESTIONS FOR COMPANIES NOT NOW ENROLLED IN SCREENING]

S-16. Has your company ever considered joining a transponder-based preclearance/screening program? YES NO DK REF

S-17. What were the main factors that your company used [or would use], pro or con, in deciding whether to join a screening program? (check up to three of the most important factors: wait for respondent to supply spontaneous answers; if none, offer the list below as ideas)

	Factor	Pro	Con
a.	Time and cost savings
b.	Labor savings for drivers
c.	Quicker deliveries
d.	Reduced wear and tear from stop/start
e.	Safety factors
f.	Startup cost of joining the program or partnership
g.	Recurring (monthly) or transaction costs of participating
h.	Data privacy concerns
i.	Driver issues (Please specify)
j.	Regulatory concerns (Please specify)
k.	Other factors (Please specify)
l.	DK or REF

S-18. Please list the top three changes that a preclearance/screening program would need to make, to increase the likelihood of your company participating in a preclearance/screening program in the future (check up to three of the most important factors: wait for respondent to supply spontaneous answers; if none, offer list below as ideas)

	Factor	Spontaneous	Prompted
a.	Coverage in all states where my company operates
b.	Universal transponder that works in all states
c.	Universal transponder that works for preclearance and tolls
d.	No charges for bypasses/monthly charges
e.	Increase in data privacy or security
f.	Other change
g.	DK or REF

Go to S-19 (Closing questions for screening section).

[CLOSING QUESTIONS FOR SCREENING SECTION]

S-19. What have you heard from other motor carrier companies about the benefits or disadvantages of electronic screening/preclearance?

__________________________________________________________________________

__________________________________________________________________________
DK REF

S-20. Are there any other business benefits or disadvantages of electronic screening/ preclearance that we have not covered, which you want to comment on?

__________________________________________________________________________

__________________________________________________________________________
DK REF

S-21. Do you have any questions for me, on any of the topics we have talked about?

___________________________________ DK REF

Go to G-1 (General Closing Remarks).

[GENERAL CLOSING REMARKS]

G-1. Thank you for taking the time to participate in this study. We hope to use the information you have provided us with to enhance the ability of advanced technologies to serve the needs of the trucking industry.

Would you like us to send you a copy of the completed report? YES NO DK REF

(If Y, confirm respondent’s address as recorded at Question I-8 above.)

[Next part is only if applicable]

G-2. As I said earlier, all answers will remain confidential. FMCSA has asked us to be on the lookout for good anonymous quotes to use in describing and evaluating new technologies. Do you mind if we use quotes from your answers? Quotes will not identify you or your company. YES NO DK REF

[Interviewer: Find & flag memorable quotes in the survey responses; verify that the quote is correct and indicate by the quotation whether we have the respondent’s permission to quote anonymously.]

[Only if Respondent asks:]

G-3. For more information, you can call [insert research contractor name]; or Jeff Secrist at FMCSA, 202-385-2367.

INSPECTION LEVELS DEFINED [FOR REFERENCE ONLY, IF NEEDED]

The North American Standard Truck Inspection procedures have identified six levels of inspections.

LEVEL I - North American Standard Inspection - An inspection that includes examination of driver's license, medical examiner's certificate and waiver, if applicable, alcohol and drugs, driver's record of duty status as required, hours of service, seat belt, vehicle inspection report, brake system, coupling devices, exhaust system, frame, fuel system, turn signals, brake lamps, tail lamps, head lamps, lamps on projecting loads, safe loading, steering mechanism, suspension, tires, van and open-top trailer bodies, wheels and rims, windshield wipers, emergency exits on buses and HM requirements, as applicable.

LEVEL II - Walk-Around Driver/Vehicle Inspection - An examination that includes each of the items specified under the North American Standard Inspection. As a minimum, Level II inspections must include examination of: driver's license, medical examinees certificate and waiver, if applicable, alcohol and drugs, driver's record of duty status as required, hours of service, seat belt, vehicle inspection report, brake system, coupling devices, exhaust system, frame, fuel system, turn signals, brake lamps, tail lamps, head lamps, lamps on projecting loads, safe loading, steering mechanism, suspension, tires, van and open-top trailer bodies, wheels and rims, windshield wipers, emergency exits on buses, and HM requirements, as applicable. It is contemplated that the walk-around driver/vehicle inspection will include only those items which can be inspected without physically getting under the vehicle.

LEVEL III - Driver-Only Inspection - A roadside examination of the driver's license, medical certification and waiver, if applicable, driver's record of duty status as required, hours of service, seat belt, vehicle inspection report, and HM requirements, as applicable.

LEVEL IV - Special Inspections - Inspections under this heading typically include a one-time examination of a particular item. These examinations are normally made in support of a study or to verify or refute a suspected trend.

LEVEL V - Vehicle-Only Inspection - An inspection that includes each of the vehicle inspection items specified under the North American Standard Inspection (Level I), without a driver present, conducted at any location.

Roadside Inspections - A roadside inspection occurs when a Motor Carrier Safety Assistance Program (MCSAP) inspector conducts an examination on individual commercial motor vehicles and drivers to determine if they are in compliance with the Federal Motor Carrier Safety Regulations (FMCSRs) and/or Hazardous Materials Regulations (HMRs.) Serious violations result in the issuance of driver or vehicle out-of-service (OOS) orders. These violations must be corrected before the affected driver or vehicle can return to service. Traffic enforcement violations may also be recorded in conjunction with a roadside inspection.

Source: http://ai.volpe.dot.gov/ProgramMeasures/RI/NR/NIL/Report.asp?RF=D

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