1. Public Engagement & Constituent Services
2019 PECS Annual Plan
Public Engagement & Constituent Services
February 7, 2019

2. Annual Planning Process
2018 Year in Review
Highlights from prior year including successes and struggles.
A fair and balanced representation of the past 12 months. 
Current situation
What is the state of things today? What factors are impacting your work now and into the year ahead?
Macro-level considerations such as leadership changes, the Strategic Operation Plan and business environment
Key Issues
Focus areas of time, energy and resources that should deliver most bang for the buck
What needs to be addressed sooner rather than later in order to move the needle.
Objectives/Strategies/Goals for 2019
Directly related to key issues
Some KPI (key performance indicator) or measure of success included
4/19/2019

3. Driving Forces Segmentation Documentation Standardization Innovation
Who is our customer?
Documentation
What needs to be captured and retained due to impending staff turnover and for sharing with key audiences?
Standardization
Where can we find commonality and consistency in timing, approach, methodology across MnDOT?
Innovation
How can improve upon the way we do things to move the unit, office and/or organization forward?
Education
Why are we focusing on this and why should it matter to you?
4/19/2019

4. 2018 Year In Review
WIG 2.0 initiated improvements integrated into the “whirlwind” as agency shifts toward implementing a customer-centered mindset via strategic data collection
Re-set standards for responsiveness and accuracy of information
Agency wide visibility to how engagement can influence perception
Public engagement fully integrated into agency Unified D&I plan as well as Strategic Operating Plan
Customer Trust workgroup and KPIs dedicated to ongoing measurement
Progress reports and accountability up to Commissioner, Governor’s office and internal leadership on goals
District-first operating and staffing model implemented to support “Engagement is local” vision
Greater MN districts now have engagement staff in place to complement PACs
Training opportunities provided to share what’s working and what we can do better/differently moving forward
IAP2 (traditional and customized); FHWA Peer Exchange; Monthly meetings; Website updates
Standardized processes and metrics
Recording and reporting of customer issues (2018 State Government Innovation Award)
Monthly Scoreboard enhancements: added metrics for timeliness, accuracy, satisfaction, and follow up requests
Net Promoter Score
IAP2 Spectrum and nomenclature

5. Current Situation
New Governor, Commissioner and Chief of Staff with more focus on marketing MnDOT
Increased agency visibility and scrutiny in conjunction with gas tax debate
SOP retains customer trust as an ongoing key goal at MnDOT
Desire to retain district autonomy vs. some standardization
Customer feedback, insights and perceptions are more in-demand
As engagement focus increases, so does need to educate and train broader range of staff

6. 2019 Key Issues Marketing MnDOT
Training and education internally
Telling our story and how/why people should support gas tax externally
Manage relationships locally
Research support for the brand, operations, programs and agency services
Establish and maintain a culture of accountability and performance measures

7. 2019 Objectives/Strategies
Marketing MnDOT
PE version of Tribal Relations training and IAP2/ PE policy updates integrated into New Employee orientation
STEM, Two Way STREETS, Artist in Residence
District engagement plans
FY20-21 Business Planning at office/district levels
Research support for the brand, operations, programs and agency services
“Real-time” polling data
Project-related surveys for all levels, not just major projects
Establish and maintain a culture of accountability and performance measures
Monthly scorecards posted online (iHub) and downloaded for SLT/DEs
Performance measures website with Omnibus data and selected data points for public consumption
Case studies and knowledge sharing of what’s working

8. Thank you!
Richard D. Davis