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Maryland Transportation System Performance Dashboard 2018 Annual Attainment Report Highlights

Goal: Quality of Service

Objectives:

  • 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 MDOT SHA services are better than average in the eyes of its customers. MDOT SHA strives to achieve a "B" grade, which is equivalent to four out of five rating.

Why Did Performance Change?

  • Handled nearly 25,000 service requests via the Customer Care Management System (CCMS), MDOT SHA’s online customer service system, including nearly 4,600 pothole inquiries
  • Updated CCMS Basic User training module, which includes detailed information on how to use the system and conducted CCMS face-to-face training at seven district offices and shops 
  • Enhanced CCMS, streamlining MDOT SHA’s ability to create service requests from social media posts via Facebook and Twitter
  • Approximately 60% of customers rated MDOT SHA as providing excellent or good customer service via the CCMS
  • Deployed CCMS social media interface to expedite service requests initiated indirectly on social media platforms

What Are Future Performance Strategies?

  • Integrate the Customer Service Promise with MDOT SHA customer service training, update the New Employee Orientation Customer Service Presentation and implement position-specific customer service training for all MDOT SHA employees
  • Host more in-person CCMS Advanced User training sessions across the state and update Advanced CCMS training module
  • Support general customer service training from the Governor’s office for all State employees