1. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 1 Communicating with the Customer: NYSDOTs Drivers First Initiative Presentation to NASTO | Portland, Maine | June 10, 2013

2. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 2 Drivers First Mission Prioritize the convenience of motorists and ensure that disruptions are as minimal as possible to drivers at highway and bridge projects across the state.

3. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 3 Drivers First Does Not Mean Safety Second Reinforce the initiatives message. Safety is never compromised! Build on actions already in place that include driver convenience. Strengthen internal communication. Improve active traffic management. Keep developing mechanisms to communicate better with the driving public.

4. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 4 Communication Opportunities Reviewed existing practices: Public Information Officer Survey NYSDOT web-enabled project information 511NY usage NYSDOTs use of social media Surveyed the traveling public

5. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 5 Communication Recommendations Adopt a communication protocol for press releases (completed) Develop additional protocols for web-enabled project information Pilot/expand social media, using Facebook and Twitter statewide

6. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 6 Kosciuszko Bridge Kosciuszko Bridge

7. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 7 Kennedy Airport LaGuardia Airport BROOKLYN QUEENS MANHATTAN Van Wyck Expwy Gowanus Expwy Brooklyn Queens Expwy Long Island Expwy Grand Central Pkwy SIE BrooklynBatteryTunnel BrooklynBridge Williamsburg Bridge Bridge HollandTunnel Midtown Tunnel Tunnel Queens Boro Bridge Bridge Tri-BoroBridge Verrazano LincolnTunnel Manhattan KosciuszkoBridge Belt Pkwy Belt Pkwy Project Location

8. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 8 Project Context View of Brooklyn View of Queens

9. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 9 K-Bridge: Public Outreach Program Approach Educate and involve the Stakeholders and Constituents in technical and community issues Use diverse and timely information-sharing Provide accessible dedicated outreach staff Engage traditional and nontraditional transportation constituencies Time-Patience-Lots of hard work!

10. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 10 Comprehensive Public Outreach Program More than 60 meetings with elected officials, community boards, civic organizations, residents and community groups More than 30 meetings/site visits to local businesses prior to final design More than 50 agency coordination meetings (federal, state, city) and several meetings of the projects Interagency Advisory Committee (IAAC) More than 40 meetings with the projects Stakeholders Advisory Committee (SAC) – the centerpiece of the Outreach Program since 2002

11. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 11 Public Outreach Program to Date Community bus tours (3) Large public forums at project benchmarks Scoping meetings (2) Public hearings (2) Open houses (11) Widespread information-sharing (multilingual to reach a maximum audience) Newsletters and fact sheets FAQs documents Website – www.dot.ny.gov/kbridgewww.dot.ny.gov/kbridge Correspondence and other mailings Project repositories

12. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 12 Stakeholders Advisory Committee Includes more than 40 elected officials, community boards, neighborhood groups, civic organizations, residents, business interests and regional transportation organizations The centerpiece of the Outreach Program Provides a reality check to NYSDOT

13. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 13 Public Outreach Results Skepticism and wariness replaced by collaboration and community support Trust: A partnership emerged with stakeholders and constituents who were initially reluctant to work with NYSDOT and with each other Strong agency commitment to ongoing partnering Dedicated stakeholders Honest communications

14. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 14 Looking Ahead – Construction Continue coordination with SAC and its subcommittees (Parks, Local Workforce) Continue interagency coordination, including with IAAC Modify extensive community information program – such as updates on staging, scheduling and progress; notices on special conditions; and upcoming work Honor previous commitments by providing full- time, on-site community liaison amid construction

15. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 15 Prospect Mountain

16. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 16 71,000 AADT (current) 80,000 AADT(+10 yr) Prospect Mountain 70,000 AADT (current) 78,000 AADT(+10 yr) 60,000 AADT (current) 66,000AADT(+10 yr)

17. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 17 Phase 1 NEW BRIDGES OVER CHENANGO RIVER CONSTRUCT BRIDGE OVER CHENANGO STREET FOR FUTURE LANES

18. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 18 Full Build-Out

19. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 19 Communication Strategies VMS and Highway Advisory Radio on site Press releases and interviews Public meetings/group meetings Dedicated community liaison at the construction field office

20. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 20 Communication Strategies Coordinate with those managing traffic- generating events. Work with media on closure alerts. Post signed detours for motorists and have shuttle buses for pedestrians and cyclists during closures. Limit hours of construction.

21. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 21 www.facebook.com/Prospect.Mountain.Projectwww.facebook.com/Prospect.Mountain.Project. www.twitter.com/prospectmtnwww.twitter.com/prospectmtn.

22. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 22 Summary Continuous, multifaceted communication with customers is vital. Use of traditional and nontraditional communication, especially expanded use of social media, can widen the reach to more customers. Information helps manage expectations, building support and trust.

23. NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR 23 Thank you!