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Board to hear results of Customer Satisfaction survey

The Idaho Transportation Board will consider a final draft of the 2009 ITD Customer Satisfaction Survey when it meets for a regular business meeting in Boise Wednesday. The meeting, which is open to the public, begins at 11 a.m. in the Headquarters auditorium.

The Customer Service Council initiated the satisfaction survey as part of the department’s strategic planning efforts. The survey covered a variety of service areas, including highway maintenance and quality, highway construction, Division of Motor Vehicle (DMV) services, alternative transportation, public involvement, communications and customer service.

Respondents gave DMV services the highest overall ratings, while alternative transportation and public involvement received the lowest ratings. Among other key findings of the survey were:

• 79 percent of respondents said they were either “very” or “somewhat” satisfied with the overall safety of the state highway system
• approximately two-thirds of the respondents were familiar with recent ITD construction projects in their area and of those, 63 percent stated construction was completed rapidly, while the remainder felt projects were completed slowly;
• Of the 13 percent of survey respondents who used DMV online services in the past two years, 91 percent said the Web site was “very” or “somewhat” easy to use;
• Of the 28 percent who had visited ITD’s Web site in the past year, 83 percent said the site was “very” or “somewhat” easy to use.

The survey report also includes the following recommendations:

ITD could do more to market the availability of online DMV services because the services are highly rated.
The department should continue public awareness efforts on the 511 traveler services.
Similar surveys should be conducted every one to two years to monitor changes in customer satisfaction.

Other board agenda items

Annual report on Employee Safety and Risk Management Program
The board annually reviews the Employee Safety and Risk Management Program and the department’s safety record.

The Safety & Risk Management Team develops and initiates the department’s overall loss control program. Major objectives in 2009 included preventing employee injuries and equipment damage, identifying hazardous work sites and practices, investigating tort claims, informing management of losses and potential losses and providing supervisors with consultative services.

Following are some of the activities conducted in support of those programs:

An ITD Continuity of Operations Plan was developed.
Training was provided on defensive driving, first aid/CPR, flagger and traffic control, and hazardous materials.
In coordination with the Bridge Inspection staff, a listing of all bridges that inspectors enter as confined spaces was established and a statewide rescue contacts list was developed.
Other confined spaces, such as Port of Entry weigh scale pits, were also identified and safe entry procedures were outlined.
District 2 partnered with Lewis-Clark State College to provide skid avoidance training to commercial drivers’ license holders.

In FY09, there were 103 work-related injuries at ITD, resulting in 337 days of lost work. The five-year average is 112 injuries. There were 169 vehicle collisions reported in FY09. The five-year average is 160. Among the districts, District 3 had the most incidents, reporting 45; District 5 had the fewest with 18.

Annual report on audits
The Office of Internal Review will report on the audit and review services staff members provided in 2009 and the work planned in the current year. Following are some of the activities planned in 2010.

A follow-up review on the Information Technology Security Plan will be undertaken to determine the status of the plan.
A follow-up on an earlier audit is planned on the Connecting Idaho Partners office to ensure appropriate procedures are being followed.
A follow-up review of controls and transactions related to expense reports, P-Cards, and out-of-state travel will be conducted.