2010 Annual Report - Maryland State Highway Administration

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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. 78 STATE HIGHWAY ADMINISTRATION | FY 2010 Annual Report
Customer Communications, Service and Satisfaction VIII Customer-Focused Highway Access Permit Process In order to enhance the access permit application process three teams including Customer Service, Permit/Traffic Impact Study Process and Coordination with Local Governments and other State Agencies were organized to develop recommendations that would improve the communication, coordination and processes associated with acquiring an access permit from SHA. Many opportunities for improvement were identified to be implemented including outreach to local jurisdictions and homebuilders, organizational changes within SHA, a new tracking database that allows online tracking of requests, updating process flow charts and updating guidelines and manuals. The changes to procedures will ensure SHA is providing the best customer service possible. CCMS SHA launched a new CCMS version in July 2009. The new system provides dashboards, reporting capabilities, email notifications and allows for data analysis, tracking and performance measurement. CCMS system enhancements continued to be released in order to continuously improve the system. The following system enhancement versions were released in FY 2010: Improved the process for sending initial responses; Implemented a 24/7 online service request form located on SHA’s webpage so that customers can submit service request tickets, check on the status of a request or modify a request.; Topic and sub-topic selections were streamlined to help customers easily identify the concern when submitting an online service request ticket; Improved the list of task names and process for identifying tasks associated with requests; Improved the automated routing process and added an automated process to forward customer concerns reported to SHA that belong to a department of another public agency; Developed narrated online CCMS training courses that provide an overview of expectations, performance measures and easy “step-by-step” directions. The online training courses are a more cost-effective training alternative, saving SHA the normal training expenses such as facility accommodations and travel. Individuals required to take the training course could do so from their desk at their convenience; More than 15 onsite training sessions were conducted; “Cheat Sheets” providing simple instructions were released as an additional CCMS assistance tool aimed to help users quickly move through the system; SHA, StateStat and individual Responsibility Center dashboard pages and reports were created to simplify reports of performance measures. STATE HIGHWAY ADMINISTRATION | FY 2010 Annual Report 79
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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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III Highway Safety Distracted/Drows
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III Highway Safety Motor Carrier Sa
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The CHART incident management progr
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Million Vehicle Hours Saved User co
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Page 64 and 65: VII Environmental Compliance and St
Page 66 and 67: Acres of Wetland Miles of Stream VI
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2010 Annual Report - Maryland State Highway Administration

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