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Maryland Transportation System Performance Dashboard 2018 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:

Percent of BWI Marshall customers rating the airport "good" or "excellent".

Why We Measure It:

Customer surveys provide valuable feedback to agencies regarding service delivery, enabling them to continuously respond to customer needs.

Why Did Performance Change?

  • BWI Marshall Airport continues to exceed its customer satisfaction goals 
  • The addition of the Concourse D/E security checkpoint and connector lead to improved customer service scores from passengers using both Concourse D and Concourse E

What Are Future Performance Strategies?

  • Continue to manage the BWI Marshall Airport cleaning contracts to ensure that the cleanliness of the terminal building, restrooms, etc. meets the expectations of passengers at BWI Marshall Airport
  • Continue to enhance the food/beverage and retail options at BWI Marshall Airport
  • Continue to develop parking strategies to enhance the customer experience