Post on 15-Mar-2016
description
State Maintenance Office
Using Customer Feedback to Manage
Performance Florida’s Customer
Comment Card System
Florida Department of TransportationOctober 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 formatDate 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 SatisfactionTime period Card
CountRest Room
Attendant Vending Grounds & Parking
Safety Security Score
06/01/02 –05/31/03
5958 3.90 4.03 3.85 4.37 4.32 4.20 4.10
06/01/03 – 05/31/04
8646 4.05 4.12 3.89 4.43 4.33 4.27 4.18
45% 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 OfficePermit 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 Data1038 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