1. Improving our focus on the customer

2. Smaller budgets and staff = Meeting customers needs by allowing them do more

3.  Customers have a stake in the transportation system  We can reinforce ownership by: Providing customers options for working with us  How many ways can customers reach you?  Providing information to assist them in making their own decisions

4. How do we organize information so that customers can easily digest? Information must be:  Easy to find and navigate

6. How do we organize information so that customers can easily digest? Information must be:  Easy to find and navigate  In terms customers understand

7. What terms do you use that are confusing your customers?

8.  Use language that your customers use  Pass through the “mom” filter  Do customers need background to understand?

9.  Who is your audience(s)?  Why do they care?  How do they prefer to receive information?  If multiple audiences do you need multiple messages?

10. Website redesign goals:  Customer driven  Easy to use  Clear the clutter  Access content in 2 clicks or less

13.  What content do our customers access most?  What terms do customers use to search for content?

14. Narrowed content to three subject areas customers accessed most

16. All other content can be found in search bar and A-Z index

17. Regular review of analytics and search terms  Assures we are presenting content most important to customers  Assures we are using terms our customers use  Allows us to adjust keywords on pages to maximize search engine optimization

18. Our biggest pushback? Internal customers

19. How did we combat?  Encourage employees to look at site from customer’s point of view  Used analytics to inform employees how their customers were accessing their information  Asked employees to use site for 30 days

20. What’s the big deal?  What are customers saying about you?  What interests your customers?

21. Common themes in complaints of customers  Address through blanket posts  Create pro-active public education toolbox Infographics Canned posts Press releases

22. Don't assume plow drivers see you. Their fields of vision are limited. #iatraffic Salt isn't as effective as temps drop below 20. Colder weather means it takes longer to clear slick roads. #iatraffic Did you know an avg plow route is 2 hrs? If you haven't seen a plow in a while, one will be by to clear your route soon. #iatraffic

23. By educating public on our processes  They are less critical of us.  Helps us control message.  Solidifies our position as the experts.  Invites conversations.  Enhances transparency and honesty.

24. Social media interest helped lead to creation of snow plow map.

26. Information allows customers to:  Take ownership of system.  Make smarter decisions.

27. How do customers want to interact with DOT? Bring services to customers instead of them always coming to us.

29. Self-service kiosks

30.  Allows customers to control experience  Improves customer satisfaction  Lowers staff and administration costs

31.  Help customers understand they are the owners of the system  Continue to provide opportunities to enhance pride of ownership  Partnerships in system may help address problems we are currently tackling alone

32. Keep customer at fore-front of all that we do  Who is your customer?  Why do they care?  How do you connect on their level? Customer-focused language Use avenues that customers prefer  How can you make their experience with the DOT better?