State Maintenance Office Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System Florida Department of Transportation October.

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Presentation transcript:

State Maintenance Office Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System Florida Department of Transportation October 12, 2004

Florida Department of Transportation State Maintenance Office 63 Rest Areas 4 Welcome Centers 16 Truck Comfort Stations 8 Service Plazas Facilities

Florida Department of Transportation State Maintenance Office Old Manual Process: 2400 cards/year Questions not specific to FDOT survey Each card read individually

Florida Department of Transportation State Maintenance Office Automating Customer Comments: Rest Areas Re-Designed Cards New Questions Scanned Responses Facility Bar Code

Florida Department of Transportation State Maintenance Office Automating Customer Comments: Truck Comfort Stations Added Specific Truck Questions Facility Bar Code

Florida Department of Transportation State Maintenance Office Card Boxes mounted visibly Cards collected twice/week Cards scanned and posted daily Customers contacted within 5 days Records retained QAR performed annually

Florida Department of Transportation State Maintenance Office Contract Administration Checklist Quality Assurance Review Checklist

Florida Department of Transportation State Maintenance Office Using Customer Feedback Rest areas, welcome centers & truck comfort stations Inspection Checklist Rating calibrated with Customer Satisfaction 3.7 satisfaction ~ 90 condition rating Daily feedback used to manage for results Used by FDOT & Asset Management Contractors, RESPECT of Florida, Blind Services

Florida Department of Transportation State Maintenance Office Management Reports on Intranet

Florida Department of Transportation State Maintenance Office

Florida Department of Transportation State Maintenance Office Data format Date range Reporting Level

Florida Department of Transportation State Maintenance Office 3.7 Target District

Florida Department of Transportation State Maintenance Office Statewide Data 1 Month reporting period Feedback categories Rest Rooms Attendants Vending Grounds & Parking Safety Security Overall Rating

Florida Department of Transportation State Maintenance Office Data sorted by Facility Maintenance Area District Statewide Card Count Statewide Data 1 Month reporting period

Florida Department of Transportation State Maintenance Office Composite satisfaction for all facilities within Maintenance Area District Data Maintenance Unit

Florida Department of Transportation State Maintenance Office District Card Count District Data 1 Month reporting period

Florida Department of Transportation State Maintenance Office 19 cards

Florida Department of Transportation State Maintenance Office St. Johns Northbound RA

Florida Department of Transportation State Maintenance Office Documenting Inspection

Florida Department of Transportation State Maintenance Office Composite Rest Area Satisfaction Time periodCard Count Rest Room AttendantVendingGrounds & Parking SafetySecurityScore 06/01/02 – 05/31/ /01/03 – 05/31/ % increase in cards received

Florida Department of Transportation State Maintenance Office etrucker OVERDRIVE Magazine January 2004 Highway Report Card  Ranked #1

Florida Department of Transportation State Maintenance Office State Permits Office Overweight and Over Dimensional Permitting

Florida Department of Transportation State Maintenance Office State Permits Office Permit Type Data Format Select Date Range

Florida Department of Transportation State Maintenance Office Feedback Sorted by Blanket (annual) Trip Both Other

Florida Department of Transportation State Maintenance Office Quarterly Feedback Permits Contractor mails cards DOT scans and posts data Overall high satisfaction

Florida Department of Transportation State Maintenance Office Individual Card Data 1038 cards submitted

Florida Department of Transportation State Maintenance Office Feedback on Process Concerns

Florida Department of Transportation State Maintenance Office Document Good Performance

Florida Department of Transportation State Maintenance Office Motor Carrier Compliance

Florida Department of Transportation State Maintenance Office

Florida Department of Transportation State Maintenance Office

Florida Department of Transportation State Maintenance Office I 75 Wildwood WIM Southbound

Florida Department of Transportation State Maintenance Office

Florida Department of Transportation State Maintenance Office Road Rangers More than 300,000 cards/year read manually under old process

Florida Department of Transportation State Maintenance Office

Florida Department of Transportation State Maintenance Office

Florida Department of Transportation State Maintenance Office

Florida Department of Transportation State Maintenance Office Maintenance Business Plan Strategic Improvements

Florida Department of Transportation State Maintenance Office

Florida Department of Transportation State Maintenance Office FDOT Customer Comment Card System