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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:

MVA branch office customers wait time and customer satisfaction rating.

Why We Measure It:

Alternative services offer the ability to provide fast and convenient service delivery to the MDOT MVA customer. These transactions do not involve a walk-in interaction and require development of new information technology systems and changes in customer behavior, which may be offset by new legislation and programs that require a walk-in transaction.

Why Did Performance Change?

  • Enhanced the customer email notifications for various transactions to include registration renewals, which increased the ability for customers to complete their transaction in one-click
  • Continue to promote and better communicate with customers about the ability to complete transactions online

What Are Future Performance Strategies?

  • Continue to coordinate with other State and federal agencies to offer combined customer services, where available, such as having the MDOT MVA Call Center to service MDOT MTA Charm Card calls, processing the Transportation Security Administration (TSA) Pre-check and Transportation Worker Identification Credential (TWIC) cards at various MDOT MVA Branch Offices, and providing the option to purchase E-ZPass transponders and process Department of Natural Resources (DNR) boat registrations on MDOT MVA website and kiosk
  • Expand the eligibility requirements to offer the ability for more customers to use internet and kiosks to complete their transactions
  • Offer vision screening stations in branch offices, which will allow customers to compete the remainder of their driver’s license renewal using the internet or kiosk
  • Continue to implement policies, technologies and strategies contained in the comprehensive MDOT MVA Customer Service Plan