meeting customer expectations through performance measurement in new hampshire christopher d....

“Meeting Customer Expectations Through Performance

Measurement in New Hampshire”

Christopher D. Clement, Sr.June 10, 2013

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What’s our strategy?

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How is our performance linked to our strategy?

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How do we gauge customer satisfaction?

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How satisfied are our customers?

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What are our customer’s priorities?

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Some measures involve other state agencies – Safety

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and Environment.

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• “Asset Management ties the agency’s strategic goals and performance measures to the maintenance and capital program that it delivers”

• “The cycle is completed by having measures that determine the effectiveness of programs in achieving outcomes (safety, asset condition, travel times, etc) and the effectiveness in completing the programs (projects completed on time and on budget, etc)”

• “Transportation Asset Management directly ties essential business processes to quantitative measures of its performance”

AASHTO TAM Guide

It’s Linked to Asset Management

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and Linked to NHDOT’s Ten Year Plan

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• The earlier session made a strong case for focusing on our customers as we prioritize activities and allocate resources

• To meet the expectations of our customers:

Communicate Effectively-• Performance measures can quantify the current

condition and performance of the transportation system in an understandable way.

• Asset Management can compare the future condition and performance of the transportation system with different prioritizations and resource allocations

To sum up:

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• Discussion around the development of project selection criteria will indicate the priorities of our customers.

• Customer surveys close the loop by gauging the satisfaction of our customers with the transportation system and with agency performance

Continued…

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For more information, visit the NHDOT website at:www.nh.gov/dot/commissioner/index.htm

Questions?

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