2010 Annual Report - Maryland State Highway Administration

VIII
Customer Communications, Service and Satisfaction
Internet Access for Customer Requests
In December 2009, SHA increased access to customers by providing an Internet
link, available 24/7, for service requests and other concerns. This link, which
can be accessed at www.roads.maryland.gov, then clicking on “Contact Us” in
the left navigational bar, is a welcome enhancement that allows the public direct
access to CCMS. Customers do not need to know which office is responsible
for their specific concern; requests are automatically routed. The system
also generates a tracking number, which a customer can use to follow up on his
or her request. On average, SHA receives approximately 400 requests via the
Internet each month, which is about one-sixth of all requests.
Www.roads.maryland.gov provides a 24/7
link for customer requests and answers to
frequently asked questions.
Providing Easy Access to Travel Information
The CHART website proved valuable to Maryland’s travelers. It experienced
record-breaking usage during the snowstorms in February 2010, recording more
than 16 million web hits in that month, which contributed to more than
83 million for the fiscal year. A citizen commented, “I find the interactive mapping
and the webcam views excellent tools in winter.”
The website and upgraded Internet pipe allow new technology that is able to
stream 142 single camera feeds and more concurrent video connections for the
public.
C.R. writes: Thanks for your work in making this website possible. It is extremely
helpful to me in planning my daily travel.
J. writes: Fantastic! Thank you for the new single traffic camera feeds. This is a
big improvement over the old tour system. I use these cameras every morning
and every evening prior to beginning my commute.
D. writes: I would like to take a minute and say THANK YOU for the efforts that
have resulted in the tremendous increase in available traffic cameras for viewing.
My wife and I travel to [Ocean City] frequently, and the availability of additional
cameras has made a huge difference in helping us gauge when to leave/
return based on traffic volumes. Great job to your whole team.
In January 2010, CHART launched a pilot to display its travel times on digital
overhead signs along I-95 between Baltimore and Washington. The program
was later expanded to 23 locations, including the Baltimore and Washington
beltways.
T. writes: I just want to say that I really like the new travel estimate messages on
I-95 S[outh] during the morning rush (I’ve seen them between MD 175 and the
Capital Beltway). Assuming that these messages can be updated frequently and
with accuracy, I think they’ll be helpful in managing my expectations of what I’ll
be encountering on my commute. Kudos, and thanks!
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STATE HIGHWAY ADMINISTRATION | FY 2010 Annual Report