CUSTOMER PERCEPTIONS AND EXPECTATIONS OF MN/DOT'S BARE PAVEMENT PRODUCT

In recent years, the maintenance area of the Minnesota Department of Transportation (MnDOT) has been redefining its work from a traditional focus on internal activities to an external focus on customer-based products and services. Through customer research, MnDOT redefined maintenance products and services from a customer perspective. One example of this redefinition stage was to begin describing the activity of plowing snow as a customer-based product of "bare pavement." In its continuing effort to focus on serving the customer, MnDOT's maintenance area is interested in customer input on its "bare pavement" product. Specifically, research was done to understand the attributes of the bare pavement product that are important to the customer and to determine the customer's expectations for levels of service in different highway environments. Results of this research will be used to improve delivery of MnDOT's snow removal to better meet the desires of its customers.

• Corporate Authors:

  Transportation Research Board

  500 Fifth Street, NW
  Washington, DC  United States  20001
• Authors:
  • Niemi, G
• Conference:
  • Ninth AASHTO/TRB Maintenance Management Conference
  • Location: Juneau, Alaska
  • Date: 2000-7-16 to 2000-7-20
• Publication Date: 2000

Language

• English

Media Info

• Features: Photos;
• Pagination: 11p

Subject/Index Terms

• TRT Terms: Customer service; Customers; Level of service; Research; Snow and ice control; Snow removal; Surveys; Winter maintenance
• Geographic Terms: Minnesota
• Subject Areas: Highways; Maintenance and Preservation; Research; I62: Winter Maintenance;

Filing Info

• Accession Number: 00795325
• Record Type: Publication
• Report/Paper Numbers: Session E
• Files: TRIS, TRB
• Created Date: Jul 19 2000 12:00AM