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Maryland Transportation System Performance Dashboard 2016 Annual Attainment Report Highlights

Goal: Quality of Service  


  • Increase the efficiency of transportation service delivery through the use of systems, processes, partnerships, technologies and improved service delivery methods.
  • Maintain and enhance customer satisfaction with transportation services across transportation business units.
  • Seek to maintain or improve travel reliability for key transportation corridors and services.
  • Continue to apply enhanced technologies to improve the transportation system and to communicate with the traveling public.

 Select a Measure:

Select a Transportation Mode:

What We Measure:

Maryland driver satisfaction rating.

Why We Measure It:

Customer Satisfaction Surveys help determine if the State Highway Administration (SHA) services are better than average in the eyes of its customers. SHA strives to achieve a "B" grade, which is equivalent to four out of five rating.

Performance Progress:

  • Handled more than 26,600 Customer Care Management System (CCMS) service requests, providing increased service to roadway users
  • Grew the primary social media accounts by approximately 10,000 fans on Facebook to reach a total of 47,149, and 11,000 followers on Twitter to reach a total of 29,083 people
  • In 2014, customers said the four most important SHA responsibilities are maintaining roadways, keeping bridges safe, clearing the road after a crash, and plowing, salting and sanding of snow-covered roadways
  • In 2014, only 15.7% of drivers cited congestion as the number one concern, a 50% decrease from 2012, when 30.5% cited it as number one
  • To quickly respond to after-hours and weekend incidents, the Coordinated Highways Action Response Team (CHART) has provided 24-7 emergency patrol service in the Baltimore, Washington D.C. and Frederick metro areas

Future Strategies:

  • Continue to conduct biennial driver survey and share results with business units for action plans
  • Deploy CCMS social media interface to expedite service requests initiated indirectly on social platforms
  • Provide hands-on training for cloud-based customer tracking system for district personnel
  • Conduct new customer service training with curriculum provided by Governor’s Office in compliance with 2015 legislation