Post Content

Mullan_jeff_tb

Posted By Jeffrey Mullan, MassDOT Secretary and CEO

From the first day of the new Massachusetts Department of Transportation, on November 1, 2009, we have pursued Governor Patrick’s vision for our organization to lead the nation in transportation excellence.  We knew the emphasis on customer service would be one way to restore people’s trust in us as stewards of the Commonwealth’s transportation system. 

In 15 months, MassDOT has taken many steps to improve customer service.  Our managers are out in our system engaging our customers.  We are in the second phase of our "You Move Massachusetts" statewide public outreach effort.  We have a started a "How Can I Help You Today" initiative with our front-line workers who interact with customers every day.  We have a more customer-focused website that is being upgraded continually- a growing web presence that includes our most popular RMV "branch" that handles 1.5 million transactions every year.  We have this very active transportation blog.  If you are interested in Massachusetts transportation news and information, be sure to check our blog frequently.

A great example of our rapid development of customer service tools can be found on Twitter.  If you are reading this blog, you probably know that MassDOT is tweeting regularly at www.twitter.com/massdot 

We believe it is an important and growing tool that allows timely interaction with our customers.  Since MassDOT's first tweet on March 25, 2009, we have sent more than 2,700 tweets with news and photos, information about public meetings, traffic updates, and links to our blog, road, bridge, and transit websites, and news articles.  We also monitor Twitter for questions and concerns and answer those when we can. 

Twitter's immediacy has been particularly helpful during weather events affecting transportation, from last year's floods to this winter's two major snow events.  MassDOT's first priority is safety- clearing state roads quickly and efficiently.  My thanks to the hundreds of MassDOT employees and hired contractors for their successful efforts this week and in previous events. 

And as our crews do their work, Twitter is one way to keep our customers informed before they travel.  Wednesday this week, in one 24-hour period, we tweeted 49 times and retweeted 13 service updates from the MBTA twitter account, www.twitter.com/mbtagm  Customers are responding- we added 192 new followers to our Twitter account between Tuesday afternoon and Thursday morning.  We are approaching 5,000 followers and expect that number to grow. 

Social media is still relatively new and evolving.  I know that it is not for everyone, but it is an effective tool for an increasingly large part of our community.  We can and will do more as we pursue all avenues to communicate with our customers and gain the public's trust.  We invite your feedback on this blog and on Twitter. 

 


 

 

Written By:

Recent Posts

MassDOT: Federal Emergency Management Agency Reimbursements posted on Feb 18

MassDOT: Federal Emergency Management Agency Reimbursements

MassDOT has succeeded in recovering more than $21 million dollars from the Federal Emergency Management Agency (FEMA) in 2016 for past disaster events. These are reimbursements for MassDOT operations and logistics during past federal government disaster declarations and the reimbursements have been deposited into the   …Continue Reading MassDOT: Federal Emergency Management Agency Reimbursements

MassDOT to Expand Pothole Tracking Program posted on Feb 17

MassDOT to Expand Pothole Tracking Program

MassDOT has announced that it is in the process of expanding its new, innovative pothole information program which was piloted in areas of Central and Western Massachusetts over the past year and includes an online MassDOT Potholes Dashboard that provides data to the public. This   …Continue Reading MassDOT to Expand Pothole Tracking Program

Baker-Polito Administration Announces First Municipal Small Bridge Program Awards posted on Feb 16

Baker-Polito Administration Announces First Municipal Small Bridge Program Awards

Lieutenant Governor Karyn Polito, municipal leaders, and MassDOT officials today announced the first two awards through the Baker-Polito Administration’s Municipal Small Bridge Program. A ceremony was held in Lenox to award a total of $750,000 to the towns of Washington and Blandford for small bridge   …Continue Reading Baker-Polito Administration Announces First Municipal Small Bridge Program Awards