As part of our mission, we aim to delight our customers. But exactly how do we know what they want, and how do we know if we’re giving it to them? The department has under taken several initiatives designed to get customer input and feedback so we can do our jobs better and, ultimately, provide a world-class transportation system. Here’s a look at some of the efforts under way:
Gauging public opinion
We talk all the time about how important it is that MoDOT involve the public in its decision-making process as we plan and design improvement projects. But just how good are we at actually doing it?
To measure this area of customer satisfaction, a method was needed to gauge public opinion. MoDOT worked with the Missouri Transportation Institute, a research group made up of Missouri-based universities and organizations, to develop a survey that was sent to more than 4,000 people who had attended public meetings or hearings in the last five years.
The initial response showed that 66.5 percent of those who responded to the survey and had submitted comments were satisfied with how MoDOT handled their questions/concerns. Additionally, 59.2 percent of respondents felt that the decision-making process was completely open, transparent and fair.
This survey has established a baseline against which to measure our performance on a quarterly basis. Now, when a project reaches the official public hearing milestone, follow-up surveys will be sent to people who participated in the planning or design.
Responding to requests
We’re also busy tracking how well we respond to customers’ requests. MoDOT started something new on June 6 - a post-call survey.
This is what happens. At the end of a customer’s call, the customer service representative who handled the call asks the customer if he or she would mind participating in a two-minute survey. If the customer agrees, the representative transfers the call to a special telephone number.
When the caller enters the survey system, they are asked to answer three questions by pressing the numbers 1 for yes or 2 for no. The questions ask if the representative’s response was quick, personal, courteous and understandable.
In all the surveys administered in August, only once did a customer answer “no” to a question. Customer Service has set the bar high for the rest of us.
Involving our partners
When it comes to measuring MoDOT’s efforts to involve others in transportation planning and decision-making, customer surveys are providing firsthand feedback for continuously improving how we do business.
Again, MoDOT is working with the Missouri Transportation Institute – this time to measure how well we include planning partners in transportation-related decisions. The survey targets statewide planning partners, including regional and metropolitan planning organizations and their transportation committees; state, local and federal agencies; and participants attending MoDOT meetings about planning decisions.
The survey results provide MoDOT with a gauge to determine if the right people are being involved at the right time and what improvements can be made to the department’s planning processes. The survey also allows planning partners to say whether they have had meaningful involvement in the transportation decision-making process and whether the information was presented in an understandable manner. What MoDOT learns through the surveys will help determine the improvements that should be made.
Remodeling customer service
MoDOT’s customer service centers have a brand new look and are equipped with even more information. These changes have probably gone unnoticed by most, however, because the “remodeling” has turned the call report system into a customer database and tracking system. One of the upgrade’s goals was to help create consistency across the state.
“The previous forms we were using offered too much variance,” said Connie Hale, a Northwest District customer service representative. “We had been using these forms for nine years, since the service began.”
Another goal of the upgrade was to offer easy-to-read charts that could measure three of the tangible results in the Tracker: number of customer contacts; number of customers responded to within 24 hours; and average number of days to respond to customers requiring follow up. The database automatically calculates the last two measures and provides an excellent tracking system for all employees responsible for following up with customers.
The new database can also generate reports to help in the decision-making process. For example, data can be given to regional planning commissions to help them prioritize transportation needs in their areas.
Information Systems developed the powerful database that will enhance service to both internal and external customers.
