May, 2013 Table of Contents
EXECUTIVE SUMMARY ..................................................................................................................................................................
MASSDOT MISSION, VISION AND GOALS.........................................................................................................................................
ORGANIZATION-WIDE PERFORMANCE DASHBOARD........................................................................................................................
AERONAUTICS PERFORMANCE DASHBOARD....................................................................................................................................
AERONAUTICS – SAFETY..................................................................................................................................................................
AERONAUTICS – CUSTOMER SERVICE……………………………………………………………………………………………………………………………………………….
AERONAUTICS – FISCAL RESPONSIBILITY..........................................................................................................................................
HIGHWAY PERFORMANCE DASHBOARD..........................................................................................................................................
HIGHWAY – SAFETY.........................................................................................................................................................................
HIGHWAY – CUSTOMER SERVICE.....................................................................................................................................................
HIGHWAY – FISCAL RESPONSIBILITY................................................................................................................................................
RAIL & TRANSIT PERFORMANCE DASHBOARD..................................................................................................................................
RAIL & TRANSIT – SAFETY…………………..............................................................................................................................................
RAIL & TRANSIT – CUSTOMER SERVICE............................................................................................................................................
RAIL & TRANSIT – EMPLOYEES ………….............................................................................................................................................
RAIL & TRANSIT – FISCAL RESPONSIBILITY........................................................................................................................................
RAIL & TRANSIT – INNOVATION…………………………………………………………………………………………………………………………………………………......
RMV PERFORMANCE DASHBOARD..................................................................................................................................................
RMV – SAFETY.................................................................................................................................................................................
RMV – CUSTOMER SERVICE.............................................................................................................................................................
RMV – CUSTOMER SERVICE……………………........................................................................................................................................
RMV – FISCAL RESPONSIBILITY........................................................................................................................................................
RMV – INNOVATION.......................................................................................................................................................................
MASSDOT – EMPLOYEES.................................................................................................................................................................
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May, 2013 Executive Summary
The Massachusetts Department of Transportation (MassDOT) is now in its 4th year. Governor Deval Patrick changed the course of transportation governance in Massachusetts when he signed into law in June 2009 the landmark transportation reform legislation.
This landmark legislation integrated transportation agencies and authorities into a new, streamlined MassDOT. Governor Patrick’s,
Lieutenant Governor Murray’s and Secretary Davey’s vision is to streamline transportation planning, delivery, and operations at the state level, breaking down silos and eliminating barriers to change. This is now happening at MassDOT. In addition, The Patrick-
Murray Administration has set a goal to be a national leader in government transparency. This Public Accountability Meeting is making progress towards realizing that goal.
MassDOT is charged with one of the Commonwealth’s most important responsibilities: ensuring the mobility of our citizens and visitors through investing in and developing a safe and efficient transportation network. Our decisions impact the lives of residents and visitors, the health of businesses and clients, and the growth of our economy. Since 2009, the organization has assessed its challenges and moved to ensure safety, serve customers, manage resources wisely, treat employees fairly, and innovate. More than three years later, MassDOT continues to strive towards its vision of transportation excellence.
The Office of Performance Management and Innovation (OPM & I) is chartered to expand performance management and innovative strategies across all MassDOT divisions and departments. This report is one of the many tools used to monitor performance. In addition, monthly Performance Management Accountability Meetings are used to review data on critical performance indicators. The quantitative and qualitative data in this report allows leadership to evaluate the organization’s progress against specific goals and targets. This drives managers to improve the overall performance of programs and employees.
It has provided a greater ability to monitor performance, manage operations, adopt best practices, and resolve challenges within our transportation system.
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May, 2013 Executive Summary
Below is a summary of Division highlights contained in this report
Aeronautics
Targeted opportunities for improvement in safety
• Airport inspections have commenced
•
Pavement Management project is on schedule
• Capital disbursements are ahead of schedule
• Nantucket airport was selected to become our first Carbon Neutral Airport
Highway
Targeted opportunities for improvement in customer service
• Bridge health index improvement continues and is meeting expectations
• Percentage of Contracts completed on time is not meeting expectations
•
Percentage of Contracts completed on budget is not meeting expectations
MBTA/ Rail and Transit
Opportunities for improvement across all measurable goals
• On-time target was achieved by the Blue and Red Lines; Orange and Commuter rail lines not meeting expectations
•
Crime incidents are down and customer injuries are unchanged from last year
• Customer response time is not yet meeting expectations
•
Escalator and elevator uptime is meeting expectations
• Lost-time employee injuries are higher than prior year
RMV
Additional improvement opportunities in customer service
•
Wait times - Branch times have decreased while call center times have increased, both are not meeting expectations
• Online transaction percentage increased but not meeting target
• ALARS system upgrade is nearly on schedule
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May, 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.
MassDOT Goals:
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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May, 2013 Aeronautics – Safety
Public Use Airports Inspected
Month
January
February
March
April
May
June
July
August
September
October
November
December
Total
# Inspected
2013
0
0
2
2
# Inspected
2012
0
9
3
3
2
0
5
0
0
4
10
0
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May, 2013 Aeronautics – Customer Service
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May, 2013 Aeronautics – Fiscal Responsibility
10
≥

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May, 2013 Highway – Safety
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May, 2013 Highway – Safety
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May, 2013 Highway – Customer Service
Data includes both Pre-MassDOT and Post-MassDOT contracts
State Fiscal Year
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May, 2013 Highway – Fiscal Responsibility
Data includes both Pre-MassDOT and Post-MassDOT contracts
State Fiscal Year
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May, 2013 Highway – Fiscal Responsibility
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May, 2013 Highway – Fiscal Responsibility
Forecasted Construction: Budgeted vs. Actual
*
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May, 2013 Rail and Transit – Safety
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May, 2013 Rail and Transit – Customer Service
*Due to current structural limitations, Green Line on time performance is not yet available
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May, 2013 Rail and Transit – Customer Service
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May, 2013 Rail and Transit – Customer Service
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May, 2013 Rail and Transit – Employees
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May, 2013 Rail and Transit – Fiscal Responsibility
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May, 2013 Rail and Transit – Fiscal Responsibility
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May, 2013 Rail and Transit – Innovation
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May, 2013 RMV – Safety
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May, 2013 RMV – Customer Service
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May, 2013 RMV – Customer Service
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May, 2013 RMV – Customer Service
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May, 2013 RMV – Fiscal Responsibility
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May, 2013 RMV – Innovation
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May, 2013 MassDOT - Employees
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May, 2013 Questions/Feedback
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Page 6
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, Employees, 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 red for safety, a green for customer service, a green for employees, a green for fiscal responsibility, and a green for innovation.
The Highway Division received a yellow for safety, a red for customer service, a green for employees, a yellow 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 employees, a yellow for fiscal responsibility, and a red for innovation.
The Registry of Motor vehicles received a green for safety, a red for customer service, a green for employees, a green for fiscal responsibility, and a green for innovation.
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Dashboard Text: Page 7
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 red. Its customer service sub-goals are under development and green.
Its employees sub-goal is green. Its fiscal responsibility sub-goals are green, green, and under development. Its innovation sub-goal is green.
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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.
The division's safety sub-goals are yellow, green, and yellow. Its customer service sub-goals are red, green, and under development. Its employees subgoals are green, green, and green.
Dashboard Text: Page 12
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 fiscal responsibility sub-goals green, yellow, red, green, green, under development, and under development. Its innovation sub-goal is green.
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Dashboard Text: Page 19
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.
The division's safety sub-goals are green and red. Its customer service sub-goals are green, yellow, green, yellow, red green, yellow, green, green, under development, green, and yellow.
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.
The division's employees subgoals are green and red. Its fiscal responsibility sub-goals are green, red, green, green, under development, under development, under development, and under development.
Dashboard Text: Page 21
This is a color-coded dashboard that summarizes the Rail and
Transit Division’s performance. Its sub-goals and targets are categorized into 1 section that corresponds to MassDOT’s organizational goals.
The division's innovation sub-goals are red, under development, green, and under development.
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Dashboard Text: Page 30
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 green and green. It's customer service sub-goals are red, red, yellow, and green. Its employees sub-goal is green.
Its fiscal responsibility sub-goal is green.
Its innovation sub-goals are green and green.
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