PERFORMANCE MEASURES IN THE PENNSYLVANIA DEPARTMENT OF TRANSPORTATION

In the late eighties, the Pennsylvania Department of Transportation (PennDOT) piloted a matrix measurement concept developed in Oregon, the "Organizational Performance Index" (OPI). This tool provides the ability to track performance regularly and determine if improvement is being made based upon some predetermined indicators. Following successful implementation of OPI, PennDOT modified the concept in the early 1990s and applied it to measuring customer satisfaction. PennDOT now uses the Customer Service Index (CSI) throughout the Department to measure performance as determined by its customers. This report describes PennDOT's CSI process and comments on the future direction of performance measures in PennDOT.

Language

  • English

Media Info

  • Pagination: 8p

Subject/Index Terms

Filing Info

  • Accession Number: 00722623
  • Record Type: Publication
  • Report/Paper Numbers: Preprint C-4
  • Files: TRIS, TRB
  • Created Date: Jun 24 1996 12:00AM