2010 Annual Report - Maryland State Highway Administration

VIII
Customer Communications, Service and Satisfaction
Improvements to Customer Service Processes
Streamlining the Issuance of Truck Permits
SHA’s Motor Carrier Division (MCD) has been very proactive and innovative in
finding ways to streamline the permitting process for truckers and retain high
standard of safety. Several examples are as follows:
Implemented an automated hauling permit system that provides a same
day turn around on permit applications not needing an engineering review,
which results in the successful processing of more than 500 permits per
day. The system provides a credit card payment option, eliminating cumbersome
processing.
Worked with Volvo to allow them to test new trucks on the highway in a
manner that could be in compliance with the law. Originally passed in
1977, no record of a permit process could be located to assist Volvo when
law enforcement questioned their operation of test vehicles. MCD collaborated
with Volvo and created a new truck-testing permit process so Volvo
could be in compliance. In addition, SHA worked with Volvo to expand the
truck test permit to include an overweight load test vehicle. By combining
the processes for both the truck testing and hauling permits, a process was
created that allowed for test vehicles with heavier-than-normal loads while
ensuring that all aspects of the hauling permit safeguards were incorporated
into the permit.
Worked with the towing industry regarding the issue that newer tow trucks,
known as rotator cranes, being placed into operation are heavier and technically
overweight by design. Since these tow trucks respond to the largest
of crashes on the highway, it was imperative to create a permit process that
met the needs of the towing industry while complying with the provisions
of law and regulation for the operation of tow trucks in Maryland.
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STATE HIGHWAY ADMINISTRATION | FY 2010 Annual Report