November 2013
Table of Contents
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November 2013
Executive Highlights
Below is a summary of divisional performance:
Aeronautics
Opportunity for improvement in Safety and Innovation
• Airport inspections are behind last year’s progress
• Westfield-Barnes paving project completed
• Carbon Neutral Airport project is trending late
Highway
Opportunity for improvement across several goals
• Structurally deficient bridges continues to improve - meeting expectations
• Bridge health index improving and meeting expectations
• Percentage of Contracts completed on time is improving but not yet meeting expectations
• Percentage of Contracts completed on budget is not meeting expectations
MBTA/ Rail and Transit
Opportunity for improvement across several goals
• Red, Orange, and Blue lines on-time performance not meeting expectations
• Commuter rail on time performance needs improvement
• Customer Inquiry response time improving but not meeting expectations
• Rate of scheduled Bus, Heavy Rail, and Light Rail trips completed is meeting targets
RMV
Opportunity for improvement in customer service
• Branch wait times and call center wait times are both not meeting expectations
• Road test wait time is not meeting expectations
• RMV MOD (ALARS) system upgrade is on-schedule
• On-line transactions rate decreased from prior month
Organization wide
Diversity Training participation is improving. MBTA attendance below target. Other divisions met expectations.
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November 2013
MassDOT Vision, Mission and Goals
Vision:
Leading the Nation in Transportation Excellence
MassDOT Mission
Deliver excellent customer service to people who travel in the Commonwealth, and provide our nation’s safest and
most reliable transportation system in a way that strengthens our economy and quality of life. We are one
transportation organization focused on customer service and safety.
SAFETY – Work with unwavering commitment to maximize the safety of the public and employees. Minimize risks
and injuries through thoughtful design, construction, oversight, enforcement, and employee empowerment.
CUSTOMER SERVICE – Deliver superb service that both anticipates and responds to customer needs. Move people
in ways that “give them time back” by cultivating system-wide efficiencies.
EMPLOYEE ENGAGEMENT – Maintain a work environment that is diverse, challenging and accommodating.
Support and encourage employees. Treat our employees as our internal customers and give them the tools
necessary to excel at their jobs.
FISCAL RESPONSIBILITY – Invest and manage public funds and other resources wisely. Instill a dedication to thrift
across our organization. Carefully plan and prioritize projects.
INNOVATION – Pursue constant improvement in our work and services. Create an environment where employees
are eager to use their talents to find better ways to do business and deliver service.
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Aeronautics – Safety
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Aeronautics – Customer Service
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Aeronautics – Innovation
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Highway – Safety
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Highway – Safety
13
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Highway – Customer Service
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Highway – Fiscal Responsibility
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Highway – Fiscal Responsibility
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Highway – Fiscal Responsibility
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Highway – Innovation
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Rail and Transit – Safety
SFY 13 Average=1.3
November 2013
Rail and Transit – Customer Service
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Rail and Transit – Customer Service
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Rail and Transit – Customer Service
Target ≥ 75%
November 2013
Rail and Transit – Customer Service
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Rail and Transit – Customer Service
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Rail and Transit – Customer Service
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Rail and Transit – Customer Service
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Rail and Transit – Employee Engagement
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Rail and Transit – Fiscal Responsibility
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Rail and Transit – Fiscal Responsibility
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RMV – Safety
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RMV – Safety
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RMV – Customer Service
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RMV – Customer Service
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RMV – Customer Service
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RMV – Innovation
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RMV – Innovation
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Diversity Training Statistics
November 2013
41
November 2013
42
November 2013
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