This report presents the findings of research investigating the existing and potential uses of customer-based quality in transportation among state departments of transportation (DOTs). The research methods included interviews with ten state DOTs and focus groups with DOT customers held in nine states. The interview findings identified DOT definitions of internal and external customers and the approaches DOTs use to identify customer needs and expectations -- including focus groups, formal and informal customer surveys, customer panels, and formal and informal feedback from customers. Many states have initially concentrated on the internal customer as a way of improving quality, while others have expressed an interest in reaching directly to their external customers. The results of the focus groups identified many areas of interest and concern to DOT customers, ranging from construction and maintenance of highways to transit and other modes, and more specific issues and concerns. The focus groups also identified customer definitions of quality and value of services, products, and facilities provided. Appendix materials include Guidelines on Using Focus Groups in Customer-based Quality to assist DOTs, both in planning and conducting focus groups and in using the findings to improve customer-based quality. (A)
Samenvatting