1. Customers and Their Expectations The Mn/DOT Maintenance Perspective By Mark Wikelius MQA Peer Exchange, October 12 th, 2004

2. Overview Maintenance management modelMaintenance management model Market researchMarket research Targets/performance measuresTargets/performance measures

3. Maintenance Business Planning Measuring quality from the customers viewpoint customers viewpoint Decisions supported by data

4. Business View of the Maintenance Function

5. Maintenance Products and Service Clear roadways Smooth pavements Available bridges Attractive roadsides Safety features Highway permit/regulations Motorist services

6. Market Research - 1994 Qualitative research Qualitative research Test our hypothesis of customer based products Test our hypothesis of customer based products Quantitative research Quantitative research Rank products and services by importance Rank products and services by importance Rate current level of performance Rate current level of performance Determine trade-offs between products and services Determine trade-offs between products and services

7. Market Research - 1996 Re-check with the customer Re-check with the customer –importance, performance, trade-offs Seasonal impact - summer/winter Seasonal impact - summer/winter Customer opinions of roadside maintenance changes Customer opinions of roadside maintenance changes

8. Market Research - 2000 Current customer expectations Current customer expectations –Importance –Performance Compare expectations & perceptions with 1994, 1996 results Compare expectations & perceptions with 1994, 1996 results

9. Importance and Performance

10. 2000 Importance Ratings Safety Issues Driving/Roadway Conditions Roadside Environment

11. 2000 Performance Ratings Safety Issues Driving/Roadway Conditions Roadside Environment

12. Omnibus Since mid-80’s –Economical, –Fairly quick –Multi-topic 800 statewide, representative and random phone interviews Balanced to Metro and GM

13. Maintenance Variables Measured Since ‘94 Road maintenance Clearing roads of snow and ice Keeping road surfaces smooth and comfortable Eliminating weeds Making highway signs clearly readable Making road stripes and markings clearly visible Removing litter and trash Keeping the plants, grasses and flowers looking good

14. Maintenance Trending Data (Statewide) Overall 7.3 Clear Roads (I&S) 7.6 Surface Smooth 6.7 Weeds Roadsides 7.1 Signage 8.3 Striping 7.5 Litter Removal 7.6 Plants & Flowers 7.2 6.4 7.4 6.4 6.6 8.1 7.4 6.9 6.7 6.3 7.8 6.3 6.7 8.0 7.2 6.9 6.8 6.3 7.4 6.2 6.7 8.0 7.2 6.9 6.7 7.1 8.0 6.5 6.8 8.1 7.3 7.2 6.8 7.0 7.6 6.6 6.8 8.2 7.7 7.3 6.8

15. 1999 Snow and Ice Market Research Focus groupsFocus groups Level of service Level of service Acceptable/ Expected Acceptable/ Expected

16. Methodology Licensed drivers 16 years + Had to drive in the winter in Minnesota Saw videotapes of various winter driving road conditions - 2 Lane - 4 Lane divided - Interstate (Metro only)

19. 2-Lane Road Greater Minnesota

20. 2-Lane Road Metro

21. 4-Lane Divided Greater Minnesota

22. 4-Lane Divided Metro

23. Bare Lane Definition All driving lanes are free of snow and ice between the outer edges of the wheel paths and have less than 1 inch of accumulation on center of the roadway. All driving lanes are free of snow and ice between the outer edges of the wheel paths and have less than 1 inch of accumulation on center of the roadway. This is the condition at which most drivers feel safe and comfortable when driving at posted speeds. This is the condition at which most drivers feel safe and comfortable when driving at posted speeds.

24. BARE LANE INDICATOR GUIDELINES ClassificationAADTTarget Regain TimeBare Lane Description Super Commuter Urban Commuter Rural Commuter Primary Secondary Over 30,000 10,000 – 30,000 2,000 – 10,000 800 – 2,000 Under 800 hrs. 1-3 hrs. 2-5 hrs. 4-9 hrs. 6-12 hrs. 9-36 hrs Bare Lanes are defined the same for all classifications as follows: All driving lanes are free of snow and ice between the outer edges of the wheel paths and have less than 1 inch of accumulation on the center of the roadway (See Figure 1, 5- 791.310, Bare Lanes – Indicator Value). This is the condition at which most drivers feel safe and comfortable when driving at posted speeds. The Bare Lane Regained date and time should be logged when this condition is obtained. ClassificationAADTTarget Regain TimeBare Lane Description Super Commuter Urban Commuter Rural Commuter Primary Secondary Over 30,000 10,000 – 30,000 2,000 – 10,000 800 – 2,000 Under 800 hrs. 1-3 hrs. 2-5 hrs. 4-9 hrs. 6-12 hrs. 9-36 hrs Bare Lanes are defined the same for all classifications as follows: All driving lanes are free of snow and ice between the outer edges of the wheel paths and have less than 1 inch of accumulation on the center of the roadway (See Figure 1, 5- 791.310, Bare Lanes – Indicator Value). This is the condition at which most drivers feel safe and comfortable when driving at posted speeds. The Bare Lane Regained date and time should be logged when this condition is obtained.

25. Statewide Notes: See Executive Summary

26. Statewide Compare Notes: See District Summaries

27. Thank You