Florida's Turnpike System

Comprehensive Annual Financial Report
6
Fiscal year 2008 eFForTs
and accomplishmenTs
Florida’s Turnpike is a leading and trusted component in the Florida transportation
system – a component that stands for quality service, reliability and innovation. Our
mission is to enhance the long-term value of the Enterprise by serving Florida’s increasing
transportation needs. We will achieve this mission by providing valued service to
our customers, improving the efficiency of our operations and making investments in
the highway system. We achieved a number of milestones in FY 2008, highlighting the
value of the Enterprise and the dedication of our employees.
Enterprise management tracks various performance measures to evaluate the level of
effectiveness and efficiency of Turnpike operations. The four primary performance
measures utilized are: (1) Customer Satisfaction; (2) SunPass Participation; (3) Cost
Per Transaction; and (4) Revenue Collection Efficiency.
The Enterprise strives to operate its road with the customer in mind, resulting in
sustained improvement in safety, convenience and overall customer satisfaction.
The Enterprise utilizes customer surveys and questionnaires in order to establish its
Customer Satisfaction benchmark. For FY 2008, 92 percent of customers felt they
received value in the form of safety, service and convenience for the toll paid, and 96
percent of customers said they would recommend using the Turnpike System to family
and friends. 96 percent of customers also responded that they would recommend
using SunPass, the Turnpike’s electronic toll collection system.
Turnpike Customers are Saying....
I feel I receive value I would recommend the Turnpike
92% 96%
96%
I would recommend SunPass