2010 Annual Report - Maryland State Highway Administration

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