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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.
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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)
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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