October 2013
Table of Contents
2
October 2013
Executive Highlights
Below is a summary of Division performance highlights contained in this report.
Aeronautics
Opportunity for improvement in Safety and Innovation
•Airport inspections are slightly behind last year’s progress
•Westfield-Barnes paving project – on schedule
•Carbon Neutral Airport project is trending late
Highway
Opportunity for improvement across several goals
•Structurally deficient bridges is meeting expectations
•Bridge health index 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 line on-time performance meeting expectations, Orange and Blue lines need improvement
•Commuter rail on time performance needs improvement
•Customer response time not meeting expectations
•Rate of scheduled Bus, Heavy Rail, and Light Rail trips actually 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 improving but not yet meeting expectations
•RMV MOD (ALARS) system upgrade is on-schedule
•On-line transactions rate increased by 4 percentage points
Organization wide
Diversity Training participation is improving
3
October 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.
4
5
6
October 2013
Aeronautics – Safety
7
October 2013
Aeronautics – Customer Service
8
October 2013
Aeronautics – Innovation
9
10
11
October 2013
Highway – Safety
12
October 2013
Highway – Safety
13
October 2013
85%
77%
80%
71%
40%
30%
20%
181 out
of 236
50%
204 out of
239
70%
60%
Target ≥ 80%
2011
2012
73%
72 out
of 98
90%
On-time completion of contracts in total
179 out
of 251
100%
Highway – Customer Service
2013
2014
10%
0%
Data includes both Pre-MassDOT
and Post-MassDOT contracts
14
October 2013
Highway – Fiscal Responsibility
15
October 2013
Highway – Fiscal Responsibility
16
October 2013
Highway – Fiscal Responsibility
Forecasted Construction: Budgeted vs. Actual
17
October 2013
Highway – Innovation
18
19
20
October 2013
21
Rail and Transit – Safety
SFY 13 Average=1.3
October 2013
Rail and Transit – Customer Service
22
October 2013
Rail and Transit – Customer Service
23
24
Rail and Transit – Customer Service
Ride Trips On Time
80%
92.8%
90%
93.6%
100%
93.3%
October 2013
70%
60%
50%
40%
30%
20%
10%
0%
Jul
Aug
Sept
Oct
Nov
Dec
SFY 13
Jan
SFY 14
Feb
Mar
Apr
May
Target ≥ 93%
Jun
25
Rail and Transit – Customer Service
October 2013
% Customer Inquiries closed within 5 business days
100%
70%
89%
87%
80%
84%
90%
60%
50%
40%
30%
Jul
Aug
Sept
Oct
Nov
0%
0%
0%
10%
0%
20%
Dec
SFY 13
Jan
SFY 14
Feb
Mar
Apr
May
Target ≥ 95%
Jun
26
Rail and Transit – Customer Service
MBTA Customer Call Wait Times
03:42
03:20
02:57
02:35
02:13
01:29
01:43
01:07
00:44
01:36
01:51
02:00
Minutes
October 2013
00:22
00:00
Jul
Aug
Sept
Oct
Nov
SFY13
Dec
SFY 14
Jan
Feb
Mar
Apr
May
Target≤1:20 min
Jun
October 2013
Rail and Transit – Customer Service
27
October 2013
Rail and Transit – Customer Service
28
October 2013
Rail and Transit – Employees
29
October 2013
Rail and Transit – Fiscal Responsibility
30
October 2013
Rail and Transit – Fiscal Responsibility
31
32
October 2013
RMV – Safety
33
October 2013
RMV – Safety
34
October 2013
RMV – Customer Service
35
October 2013
RMV – Customer Service
36
October 2013
RMV – Customer Service
37
October 2013
RMV – Innovation
38
October 2013
39
RMV – Innovation
2012
2015
Diversity Training Statistics
October 2013
41
October 2013
42
October 2013
43
October 2013
Questions/Feedback
FOR QUESTIONS OR FEEDBACK CONTACT:
CELIA J. BLUE - Assistant Secretary
Office of Performance Management and Innovation
(857) 368 - 8975
massdot.accountability@state.ma.us
44
Appendix for Automatic Text Readers
Organization-Wide Performance
Dashboard
46
Page 5
This chart shows the overall performance of each main MassDOT division.
The top row contains the icons of each MassDOT division. These include: an airplane, which represents the Aeronautics Division; a stretch of roadway, which
represents the Highway Division; a bus, which represents Rail and Transit; and a car, which represents the Registry of Motor Vehicles.
The left column contains the labels of MassDOT’s five overall goals: Safety, Customer Service, Employee Engagement, Fiscal Responsibility and Innovation.
The middle spaces are filled with colors and symbols that represent how well each division is meeting these five goals. A green field with a green circle shows
that that agency is “meeting or exceeding expectations”; a yellow field with a yellow diamond shows that the agency “Needs improvement”; a red field with a
red octagon shows that the agency is “not meeting expectations”; and a white field with a bull’s-eye shows that that an agency’s data is “missing or under
development”.
The scores for each agency are as follows:
The Aeronautics Division received a yellow for safety, a green for customer service, a green for employee engagement, an under development for fiscal
responsibility, and a red for innovation.
The Highway Division received a yellow for safety, a yellow for customer service, a yellow for employee engagement, a red for fiscal responsibility, and a
green for innovation.
The Rail and Transit Division received a red for safety, a yellow for customer service, a red for employee engagement, a green for fiscal responsibility, and a
red for innovation.
The Registry of Motor vehicles received a red for safety, a red for customer service, a green for employee engagement, an under development for fiscal
responsibility, and a red for innovation.
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Aeronautics
Dashboard Text: Page 6
This is a color-coded dashboard that summarizes the
Aeronautics Division’s performance. Its sub-goals
and targets are categorized into 5 sections that
correspond to MassDOT’s organizational goals.
The division’s safety sub-goal is yellow. Its customer
service sub-goals are green and under development.
Its employee engagement sub-goals are green and
under development. Its fiscal responsibility subgoals are all under development. Its innovation subgoals are red and under development.
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Highway
Dashboard Text: Page 10
Dashboard Text: Page 11
This is a color-coded dashboard that
summarizes the Highway Division’s
performance. Its sub-goals and targets
are categorized into 3 sections that
correspond to MassDOT’s
organizational goals.
This is a color-coded dashboard that
summarizes the Highway Division’s
performance. Its sub-goals and
targets are categorized into 2
sections that correspond to
MassDOT’s organizational goals.
The division's safety sub-goals are
green, green, yellow, and green. Its
customer service sub-goals are yellow,
yellow, yellow, green, and under
development. Its employee
engagement sub-goals are green, under
development, and yellow.
The division's fiscal responsibility
sub-goals are green, red, red, yellow,
red, under development, and under
development. Its innovation subgoals are green and green.
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Rail & Transit
Dashboard Text: Page 19
Dashboard Text: Page 20
This is a color-coded dashboard
that summarizes the Rail and
Transit Division’s performance. Its
sub-goals and targets are
categorized into 2 sections that
correspond to MassDOT’s
organizational goals.
This is a color-coded dashboard
that summarizes the Rail and
Transit Division’s performance. Its
sub-goals and targets are
categorized into 3 sections that
correspond to MassDOT’s
organizational goals.
The division's safety sub-goals are
red and yellow. Its customer
service sub-goals are green, yellow,
yellow, yellow, yellow, yellow,
yellow, red, green, green, under
development, yellow, and green.
The division's employee
engagement sub-goals are green
and green. Its fiscal responsibility
sub-goals are green, green, and
under development. Its innovation
sub-goals are under development,
under development, and red.
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RMV
Dashboard Text: Page 32
This is a color-coded dashboard that
summarizes the Registry of Motor
Vehicle's performance. Its sub-goals
and targets are categorized into 5
sections that correspond to MassDOT’s
organizational goals.
The Registry's safety sub-goals are red
and green. Its customer service subgoals are red, red, under development,
red, and green. Its employee
engagement sub-goal is green. Its fiscal
responsibility sub-goal is under
development. Its innovation sub-goals
are green and green.