2010 Annual Report - Maryland State Highway Administration

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VIII Customer Communications, Service and Satisfaction SHA successfully launched the new Customer Care Management System (CCMS) Version 2.0. The new system provides reporting capabilities, email notifications and allows for data analysis, tracking and performance measurement. 70 STATE HIGHWAY ADMINISTRATION | FY 2010 Annual Report
Customer Communications, Service and Satisfaction VIII Customer Communications, Service and Satisfaction Goal: Provide services and products to our customers that meet or exceed their expectations Highlights of Accomplishments: SHA increased responsiveness to customers through implementation of an Internet link available 24/7 for service requests and an internal customer care management system that has made responding to customer requests an overall priority of the agency. Better communication with truck drivers about a steep hill saved lives on MD 135 in Western Maryland. Used input from customer advisory groups to guide SHA’s strategic approach in the areas of environmental stewardship, maintenance activities and ADA compliance. This allowed us to more effectively prioritize our limited resources by matching our efforts more closely to the priorities of these customer groups. Met regularly with our key partners such as consultants, contractors and materials suppliers and worked jointly with them on implementing process improvements. This teamwork resulted in streamlining processes and facilitating agile, innovative responses to new requirements. Overall Customer Satisfaction at SHA SHA's overall customer satisfaction rating is consistently high year after year. This rating is based on a weighted average of customers ranking services based on what is most important to them and how well SHA does in performing them. The activities that are most important to customers are keeping bridges safe, plowing snow, clearing the road after an accident, maintaining roadways and managing traffic. This confirms that SHA is placing its resources on the public's most important priorities. Also, it is a reflection on the success of SHA’s multi-pronged approach to customer satisfaction that includes: Being responsive to customer requests for service and assistance; Communicating openly with customers and understanding their needs and expectations; Maintaining good relationships with customers, partners and stakeholders; Improving processes so that we can provide services that meet the customers’ needs. STATE HIGHWAY ADMINISTRATION | FY 2010 Annual Report 71
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2010 MARYLAND STATE HIGHWAY ADMINIS
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i Glossary of Terms and Acronyms A
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I Overview of State Highway Adminis
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The Woodrow Wilson Bridge over the
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II Excellence in Our People and Our
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14 STATE HIGHWAY ADMINISTRATION | F
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2000 2000 2001 2001 2002 2002 2003
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III Highway Safety Distracted/Drows
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Page 24 and 25: III Highway Safety Motor Carrier Sa
Page 26 and 27: The CHART incident management progr
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Page 30 and 31: IV Mobility and Congestion Relief T
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Page 36 and 37: All of Maryland’s 23 counties, ex
Page 38 and 39: Number of Hours V System Preservati
Page 40 and 41: V System Preservation and Maintenan
Page 42 and 43: Percent of SHA Roads That Have an A
Page 44 and 45: Miles of Road Percent Acceptable V
Page 46 and 47: SHA continued to manage the financi
Page 48 and 49: VI Organizational Effectiveness ARR
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Page 52 and 53: Lost Workdays Severity Rate of Inju
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Page 58 and 59: VI Organizational Effectiveness Pro
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Page 62 and 63: Highway beautification involves imp
Page 64 and 65: VII Environmental Compliance and St
Page 66 and 67: Acres of Wetland Miles of Stream VI
Page 68 and 69: Compliance % VII Environmental Comp
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2010 Annual Report - Maryland State Highway Administration

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