Recommended Citation
Iyer, A. V., M. Hoeck, A. Thompson, K. Dandgaval, J. Bohorquez, and J. Mikals. INDOT Customer Service. Publication FHWA/IN/JTRP-2006/31. Joint Transportation Research Program, Indiana Department of Transportation and Purdue University, West Lafayette, Indiana, 2006. https://doi.org/10.5703/1288284313374DOI
10.5703/1288284313374
Abstract
This study focuses on the flow of customer complaints to the INDOT central office and districts, their handling within the INDOT system and the customer experienced lead time. The processes were examined based on customer segments, complaint type, and district of origin. Detailed data analyses for specific transactions within the INDOT system were used to document the process. In addition, as per the study advisory committee suggestions, a tracking of transactions flow using a paper system was used to reconcile archived data. Although lead time metrics were developed at both the central office and district level, the lack of data linkage between these units creates the possibility for disparate reporting between the two offices. The data analysis suggests the need for creating some fundamental structuring of the complaint handling process between INDOT central office and the districts
Report Number
FHWA/IN/JTRP-2006/31
Keywords
customer service, complaint, metric, lead time, customer satisfaction, customer complaint, balanced score card, SPR-3050
SPR Number
3050
Project Number
656-1310-0364
File Number
3-1-17
Performing Organization
Joint Transportation Research Program
Publisher Place
West Lafayette, IN
Date of this Version
2006