Public Engagement & Constituent Services 2019 PECS Annual Plan Public Engagement & Constituent Services February 7, 2019

Annual Planning Process 2018 Year in Review Highlights from prior year including successes and struggles. A fair and balanced representation of the past 12 months.  Current situation What is the state of things today? What factors are impacting your work now and into the year ahead? Macro-level considerations such as leadership changes, the Strategic Operation Plan and business environment Key Issues Focus areas of time, energy and resources that should deliver most bang for the buck What needs to be addressed sooner rather than later in order to move the needle. Objectives/Strategies/Goals for 2019 Directly related to key issues Some KPI (key performance indicator) or measure of success included 4/19/2019

Driving Forces Segmentation Documentation Standardization Innovation Who is our customer? Documentation What needs to be captured and retained due to impending staff turnover and for sharing with key audiences? Standardization Where can we find commonality and consistency in timing, approach, methodology across MnDOT? Innovation How can improve upon the way we do things to move the unit, office and/or organization forward? Education Why are we focusing on this and why should it matter to you? 4/19/2019

2018 Year In Review WIG 2.0 initiated improvements integrated into the “whirlwind” as agency shifts toward implementing a customer-centered mindset via strategic data collection Re-set standards for responsiveness and accuracy of information Agency wide visibility to how engagement can influence perception Public engagement fully integrated into agency Unified D&I plan as well as Strategic Operating Plan Customer Trust workgroup and KPIs dedicated to ongoing measurement Progress reports and accountability up to Commissioner, Governor’s office and internal leadership on goals District-first operating and staffing model implemented to support “Engagement is local” vision Greater MN districts now have engagement staff in place to complement PACs Training opportunities provided to share what’s working and what we can do better/differently moving forward IAP2 (traditional and customized); FHWA Peer Exchange; Monthly meetings; Website updates Standardized processes and metrics Recording and reporting of customer issues (2018 State Government Innovation Award) Monthly Scoreboard enhancements: added metrics for timeliness, accuracy, satisfaction, and follow up requests Net Promoter Score IAP2 Spectrum and nomenclature

Current Situation New Governor, Commissioner and Chief of Staff with more focus on marketing MnDOT Increased agency visibility and scrutiny in conjunction with gas tax debate SOP retains customer trust as an ongoing key goal at MnDOT Desire to retain district autonomy vs. some standardization Customer feedback, insights and perceptions are more in-demand As engagement focus increases, so does need to educate and train broader range of staff

2019 Key Issues Marketing MnDOT Training and education internally Telling our story and how/why people should support gas tax externally Manage relationships locally Research support for the brand, operations, programs and agency services Establish and maintain a culture of accountability and performance measures

2019 Objectives/Strategies Marketing MnDOT PE version of Tribal Relations training and IAP2/ PE policy updates integrated into New Employee orientation STEM, Two Way STREETS, Artist in Residence District engagement plans FY20-21 Business Planning at office/district levels Research support for the brand, operations, programs and agency services “Real-time” polling data Project-related surveys for all levels, not just major projects Establish and maintain a culture of accountability and performance measures Monthly scorecards posted online (iHub) and downloaded for SLT/DEs Performance measures website with Omnibus data and selected data points for public consumption Case studies and knowledge sharing of what’s working

Thank you! Richard D. Davis Richard.D.Davis@state.mn.us 651-366-3052