CUSTOMER SERVICE ANNUAL REPORT ... our Customer Service Annual Report. ... Governor’s Customer Service Hero Award in May 2017 for this heartfelt commitment to customer service. But

CUSTOMER SERVICE ANNUAL REPORT 2017

Every day is customer service day at MDOT

FY17 ANNUAL REPORT1

From the Secretary

On behalf of the 10,206 employees of the Maryland

Department of Transportation, I am pleased to present

our Customer Service Annual Report.

MDOT shares the Governor’s commitment to putting

customer service at the forefront of everything we do

on behalf of the state’s residents and visitors. It is at the

core of MDOT’s culture.

MDOT is actually comprised of a number of

transportation business units that serve the public

in a variety of ways. There is the Maryland Aviation

Administration, the Motor Vehicle Administration,

the Maryland Port Administration, the State Highway

Administration, the Maryland Transit Administration, and

the Maryland Transportation Authority. But we all work in

unity as the Maryland Department of Transportation in

making every day a customer service day.

We are pleased that a majority of Marylanders polled

approve of the job we are doing throughout the state.

Our constant mission is a safe, reliable, efficient, and

affordable transportation system to create jobs and

enhance economic opportunities across the state, from

the Eastern Shore to Western Maryland and throughout

the Baltimore-Washington Corridor.

In 2016, we launched the customer-focused Excellerator

Performance Management System, a comprehensive

program across all of our transportation business units

that uses detailed reporting and analysis to create

a constant state of improvement in the services we

provide to our customers. Our MDOT Excellerator

program monitors dozens of metrics, many of them

focused directly on customer service, and identifies

best practices being deployed throughout MDOT. From

a driver purchasing an E-ZPass to access our express

lanes, to someone flying out of BWI Marshall Airport or

taking a cruise from the Helen Delich Bentley Port of

Baltimore; from a truck driver securing a hauling permit

through our first-in-the-nation automated system, to

a commuter looking for an environmentally-friendly

transportation option; in each of those situations, and

in all the other interactions Marylanders have each day

with MDOT and its services, we are always striving to

deliver better, faster, and value-oriented solutions to our

customers. We are vigilant stewards of taxpayer dollars

at all times.

The following pages touch on some of the work we

have been doing to improve upon the customer service

experience. MDOT will continue to put the customer at

the center of everything we do because every day is

customer service day at MDOT.

Pete K. Rahn

Secretary of Transportation

FY17 ANNUAL REPORT 2

From the Secretary

FY17 Customer Service Highlights

Recognition Given to MDOT Employees

Leadership Analysis of FY17 and Summary of FY18 CS Approach

Detailed FY17 CS Results and FY18 CS Plans

Customer Inquiry Response Times and Overall Time-to-Resolution

Improving the Customer Experience from Multiple Perspectives

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Table of Contents

FY17 ANNUAL REPORT3

FY17 Customer Service Highlights

The MDOT Excellerator Performance

Management Program continues

to put objective data behind our

customer-driven culture. The MDOT

Excellerator program focuses the

entire organization on constant

assessment and improvement

in numerous metrics related to

customer service, delivery of

services, and other objective

performance measures across the

Department and our transportation

business units. Best practices are

identified and expanded, problem

areas are overhauled. MDOT

Excellerator reports are shared

quarterly across the Department’s

more than 10,000 employees and

released publicly.

MDOT MVA rolled out its safe and

secure driver’s license, the most

secure in the country. The licenses

are processed in a protected facility,

sorted and mailed in four days or

less.

The Department and its

transportation business units

expanded website and mobile-ready

online services and added kiosk and

tablet service at customer service

centers, saving customers time and

money.

MDOT and its transportation

business units have won more than

167 Awards and Acknowledgements

in the past two and a half years for

the delivery of expert transportation

products and services.

All 10,206 MDOT employees will

complete customer service training

this year, with an annual refresher

course moving forward which will

ensure the entire organization

continues to be driven by our

customer-focused mission.

The average call center wait time

across MDOT transportation

business units has fallen dramatically

and consistently since 2014.

A supermajority of Marylanders

polled believe MDOT is currently

achieving its mission to be “a

customer-driven leader that delivers

safe, sustainable, intelligent, and

exceptional transportation solutions”

for the state’s residents and visitors.

FY17 ANNUAL REPORT 4

FY17 Customer Service Highlights

Recognition Given to MDOT Employees As part of MDOT’s customer-focused mission, the

Department recognizes standout employee performances

that put customers first in a way that inspires one’s

colleagues and instills confidence with our customers.

Celebrating such best practices is important to the

morale of an organization and also reinforces to all

employees that everything MDOT does is, in the end, for

its customers.

Among the more extraordinary examples of exemplary

customer service in 2017 were the efforts of MDOT MVA

employees Natasha Jones and Jessica Mencos. Natasha

and Jessica provided assistance to an elderly customer

who needed an ID card for medical benefits and other

purposes but was homebound in a nursing home and

thus unable to visit an MDOT MVA branch office. Natasha

and Jessica visited the nursing home to take her photo

and collect all the necessary information. Once back at

headquarters, they worked with the IT team to complete

the process. Natasha and Jessica were awarded the

Governor’s Customer Service Hero Award in May 2017 for

this heartfelt commitment to customer service.

But great customer service need not be so dramatic to

be worthy of recognition. There are employees working

across MDOT’s transportation business units who are

customer-focused every day in ways big and small that

make a meaningful difference to the Department’s

customers. MDOT SHA and its response partners assist

motorists with emergencies on Maryland’s highways

each and every day. The follow-up surveys indicate broad

satisfaction with the help received, including unprompted

testimonials like this one: “Replaced a flat tire with spare

tire. Chris Beach, Truck 9501, was my hero today! He was

incredibly kind and courteous.”

Each MDOT transportation business unit recognizes

these superlative performers within its ranks:

 E-ZPass Maryland Customer Service and Account

Manager Karen Riecke was presented the Secretary’s

Extra Mile Award for Exceptional Customer Service

for her efforts during the implementation of the new

E-ZPass Maryland citation process.

 Cheryl Jordan was presented the

Maryland Transportation Authority’s

Customer Service Award, granted to

those who “consistently, promptly

and effectively respond to the needs

of external and internal customers.””

 MDOT SHA has established a

Customer Service Promise Award for those “who have

exemplified one or more of the Governor’s Customer

Service Promises by excelling in customer service,

developing processes that streamline systems for

customers, or creating ways to reduce customer cost.”

Recipients of the award include:

 Sigismond Ajegwu, Utility Area Engineer

 Constance Beulah, Utility/Permit Inspector

 Janice Bess, Customer Service Manager

 Darryle Dennis, Field Maintenance Technician

 Ben Flaherty, Heavy Equipment Maintenance Supervisor

 Eddie Gordon, Maintenance

 Christopher Hood, Transportation Engineer

 Paul Nicol, Transportation Engineer Technician

 Raymond O’Neil, Maintenance

 Mark Pusey, Field Maintenance Technician

 Kim Sone, Computer Information Services Specialist

 Dean Sullivan, Maintenance

 Charles Triesh, Sr., Team Leader, Maintenance

 Ryan Wengerd, Maintenance

 For MDOT MTA, Bus Operator Jame