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16 • North Carol ina Wi ldl i fe Resources Commi ss ion

many firsts in customer service administrative services

The Information Technology (IT) and Customer Support Services (CSS) Sections of NCWRC’s Administrative Services Division provide front-line interaction with the public through the sales of hunting, trapping and fshing licenses and vessel registration, as well as behind-the-scenes support in a number of other areas related to technology. ALVIN is an in-house system developed and maintained solely by agency staffs, who are on call 24/7 to maintain and support the application. ALVIN processes over $23,000,000 in license and vessel transactions each year.

The CSS Section consists of three units responsible for administering the sale of hunting, inland, and coastal fshing licenses, permitted hunting opportunities, registration and titling of vessels. This section is also responsible for the administration of more than 900 wildlife service agents statewide who provide license and registration services on behalf of the Wildlife Resources Commission. Services for agents include training, administrative and technical support.

Here’s a bird’s eye view of our strong interaction with the North Carolina public:

• 1 Million+ hunting/fshing licenses sold

• 400,000 North Carolina Rules and Regulations books distributed (2012)

• $23 Million+ in license and vessel transactions each year • 400,000 coastal fshing licenses for N.C. Division of Marine Fisheries

• 135,000 vessels registered annually with more than • 350,000 currently registered vessels in North Carolina • IT supports technology for license sales, vessel registration and the processing of titles at

• 960 wildlife service agent locations across the state, 24/7 • 200,000 telephone /mail customer service contacts, annually • NCWRC is one of frst agencies in the nation to offer 100% real-time Internet-based license sales

• One of the frst agencies to offer online licensing, vessel registration, big game reporting

• One of the frst states to allow purchase of licenses from a mobile device

• Customers can also access GIS maps for game lands, hunting, fshing, and boating access areas

• 2 Million+ web site visits to agency Internet and Intranet per year

• 281 desktop computers, 437 laptops maintained (160 in enforcement vehicles)

• 236,000+ enforcement compliance checks a year

1.5 Million customers are affected by NCWRC’s tech­ nology dedication to streamline operations, offer enhanced customer service and reduce expenses wherever possible.

MELISSA McGAW/NCWRC