SHA Launches a New "Online" Customer Care Management System

[Howard Hartman]

SHA Launches a New "Online"
Customer Care Management System

Customers can communicate at their
convenience at www.roads.maryland.gov

(January 14, 2010) * In keeping with the motto "Customeer Driven, Now More than Ever" adopted during its centennial celebration, the Maryland Department of Transportation's State Highway Administration (SHA) recently deployed a new Customer Care Management System (CCMS). The new system allows customers to quickly and efficiently submit service requests and comments through an online form as well as monitor the progress of inquiries.

SHA maintains more than 17,000 lane miles of road and 2,500 bridges throughout the state. SHA's responsibility includes the interstate, US and state routes - the numbered, non-toll routes in Maryland's 23 counties. Nearly 70 percent of the 56 billion miles driven every year are on the state system, which is only 17 percent of the total road mileage in Maryland.

"SHA is committed to keeping drivers, transit users, pedestrians and cyclists safe as they travel through Maryland on the state highway system," said State Highway Administrator Neil J. Pedersen. "Customers are our eyes on the road and they can often alert us to an issue before it becomes a problem or safety concern. Having a convenient tool for feedback and two-way communication is invaluable."

Some of SHA's on the road activities include snow and ice removal, mowing and trimming, drainage and storm water management, line-striping, signal maintenance, pothole repair, resurfacing, management of highway construction projects, inspecting bridges and traffic management during emergencies and incidents. SHA also provides emergency traffic patrols to assist motorists when vehicles become disabled, which is coordinated through the 24 hour-a-day Statewide Operations Center.

Behind the scenes, SHA staff and engineers plan and design highway improvements, environmental projects and support systems such as signals and signs, evaluate and implement safety enhancements, issue truck hauling and private access permits, work with communities, execute contracts that support private industry jobs, and evaluate materials and new technologies to improve quality and efficiency. SHA's Highway Safety Office also administers federal money for educational programs and grants.

Whether a question about Adopt-A-Highway or reporting a pothole, a request for maps, or graffiti removal, the enhanced system guides customers through an easy process of submitting inquiries. For example, to report a pothole, a customer enters the county and the system provides a list of only the state roads in that jurisdiction. Customers do not need to know the proper office for their specific concern, CCMS automatically routes the request.

To enter a service request or concern, visit SHA's webpage at www.roads.maryland.gov, click on the "Contact us" link in the left navigational bar, and click "Submit a Service Request." Enter the data fields, choose a preferred method of contact for any necessary response and click "Submit Request." The system will generate a tracking number and will send automated e-mails when a service request is created and closed.

SHA's online customer service system is monitored during business hours, 8 a.m. * 5 p.m. Monday through Friday (excludding State observed holidays and service reduction days).