2010 Annual Report - Maryland State Highway Administration

VIII
Customer Communications, Service and Satisfaction
Providing Service and Assistance to Customers
Highway Safety on the Eastern Shore
During the construction of the US 113 widening project, a concerned citizen
contacted the Worcester County Commissioners regarding the elimination of a
southbound turning lane that resulted in an unsafe turning condition. Wayne
Snowden and Mike Mariner from the District Traffic Engineering Staff met with
Jamie Mills and the Construction Inspection Staff to develop a temporary striping
plan to alleviate any concerns with respect to left turning movements at
Goody Hill Road, Downs Road and Croppers Island Road. The existing temporary
pavement markings between Goody Hill Road and Croppers Island Road
were blacked out and bypass lanes installed by shifting traffic to the right and
installing left turning bays at the three left turning locations. The quick response
helped mitigate any potential problems for local traffic and was greatly
appreciated by the concerned citizen.
Customer Care Management System (CCMS)
SHA has been focused on improving responsiveness to customer requests.
There has been steady improvement over the past two years due to a number
of initiatives, especially the implementation of CCMS. This system has raised
the priority for responding to requests by all employees. SHA responded to
6,941 service requests in FY 2010; 82 percent of them were done within the goal
of the next business day. The initial response rate has been steadily improving
with communication regarding the requirements of CCMS and business process
improvements.
CHART
This section is dedicated to recognizing customer satisfaction that is not conveyed
when benefits are measured, but nonetheless forms an essential part of
SHA’s customer service. CHART’s key accomplishments for the fiscal year are
listed below along with a selection of compliments and recommendations from
the traveling public. During FY 2010, SHA responded to and cleared more than
17,000 incidents and assisted more than 18,000 stranded motorists. CHART’s
efforts did not go unnoticed as is indicated below.
Customer Quote: “I am writing to express my sincere thanks for the kindness and
professionalism of one of your ERT’s. [We]… were going to the airport to catch a
flight when we had a total blow-out of a rear tire on I-695 just at the I-95 interchange.
It was not a good spot to stop, but fearing further damage to the car,
we did not dare move it. About 5 minutes after we stopped, the ERT pulled up
behind my car. He could not have been nicer or more helpful, his truck providing
adequate visual warning to drivers exiting I-695. We arrived in time to dash
through security and make our plane. It is reassuring to know that such competent
people are helping to keep Maryland’s roads and drivers safe.”
100%
80%
60%
40%
20%
0%
100%
80%
60%
40%
20%
0%
Overall Customer Satisfaction
2006 2008 2010
Fiscal Year
Percent of Partnered SHA
Construction Projects
2007 2008 2009
Fiscal Year
% of Total Partnered
% of Partnered Dollar Amount
72
STATE HIGHWAY ADMINISTRATION | FY 2010 Annual Report