In June 2009, Governor Deval Patrick signed Chapter 25 of the Acts of 2009, which consolidated several state offices into the Massachusetts Department of Transportation. To streamline planning and promote performance management and innovation, MassDOT re-launched its Office of Performance Management and Innovation (OPM&I) in October 2011.
One of OPM&I’s first accomplishments was the introduction of an organization-wide innovation campaign. Every quarter, employees suggest how MassDOT can improve daily operations, enhance customer service, save money, and work more efficiently. Senior managers implement the best ideas
and recognize their submitters. The campaign encourages employees to cultivate internal improvements and, with over 100 ideas received and 5 awards given, it has been a success.
- In July 2012, it helped introduce a Real Time Traffic Management system, which is providing accurate traffic data for travelers along I-93.
- In August, it helped develop MassDOT’s official Facebook page and designed a “curiosTy” marketing campaign for the MBTA’s 115th anniversary.
- In November, it launched One Voice, a project that is streamlining MassDOT’s complicated telephone directories. Now, instead of requiring customers to navigate between several phone systems, callers can dial a single number (857-DOT-INFO) to contact their local highway district, find out when their Registry branch opens, report a problem on their local bus route, or find out when their flight leaves Logan.
A Year of Successes
Over its first year, OPM&I has developed and implemented performance management systems, policies and processes and introduced other new initiatives that are improving internal operations:
- Strategic Planning: A department wide-strategic plan was created which aligns the organization’s goals and operations of every office, and establishes clear performance targets.
- Accountability & Transparency: Continuously-refined performance management tools were developed that are used to track results against metrics, and are reviewed in monthly internal meetings and quarterly public accountability meetings. Performance management reports are also available on MassDOT’s website.
- Training: Over 150 managers have attended customized training programs to hone their leadership skills.
In 2009, MassDOT was an amalgam of offices with separate cultures, procedures, and software. Integration has been difficult, but the department’s leaders have risen to the challenge. In 2013, the office will continue to weave performance management into MassDOT’s organizational infrastructure and uphold the department’s commitment to excellence for the Governor, Lt. Governor, Legislature, and – most importantly – for Massachusetts’ residents, visitors, and businesses.
2013 Annual Report of the Office of the Government Innovation Officer (OGIO) posted on Dec 12
The last year has been productive and exciting for the Patrick administration as we have moved forward on our innovation agenda within Massachusetts state government. During Fiscal Year 2013 (FY13), the following activities were completed: Assessed needs and “opportunities for innovation” among the Commonwealth executive …Continue Reading 2013 Annual Report of the Office of the Government Innovation Officer (OGIO)
MBTA App Puts Ticketing in the Palm of Your Hand posted on Sep 23
The Massachusetts Bay Transit Authority’s (MBTA) mTicket is a first-in-the-nation mobile ticketing app which supports an end-to-end smartphone ticketing system and serves all commuter rail lines and ferries across the state. mTicket is comprised of customer-facing apps for both iOS and Android phones, conductor validation …Continue Reading MBTA App Puts Ticketing in the Palm of Your Hand
Becoming Agile posted on Aug 6
The Patrick Administration is tirelessly pursuing innovation in state government to improve service delivery to residents and to save taxpayers’ money. Several times a year, the Commonwealth hosts a project management forum (“PM Connect”), where project management experts share best practices on key topics. A …Continue Reading Becoming Agile