Post on 31-Mar-2015
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR1
Communicating with the Customer:
NYSDOT’s Drivers First Initiative
Presentation to NASTO | Portland, Maine | June 10, 2013
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR2
Drivers First MissionPrioritize the convenience of motorists and ensure that disruptions are as minimal as possible to drivers at highway and bridge
projects across the state.
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR3
Drivers First Does Not Mean “Safety Second”
Reinforce the initiative’s message. Safety is never compromised!
Build on actions already in place that include driver convenience.
Strengthen internal communication. Improve active traffic management. Keep developing mechanisms to
communicate better with the driving public.
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR4
Communication Opportunities Reviewed existing
practices: Public Information Officer
Survey NYSDOT web-enabled
project information
511NY usage NYSDOT’s use of social
media
Surveyed the traveling public
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR5
Communication Recommendations
Adopt a communication protocol for press releases (completed)
Develop additional protocols for web-enabled project information
Pilot/expand social media, using Facebook and Twitter statewide
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR6
Kosciuszko Bridge
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR7
Kennedy Airport
LaGuardia Airport
BROOKLYN
QUEENS
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ExpwyLong
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Grand Central Pkwy
SIE
Brooklyn Battery Tunnel
Brooklyn Bridge
Williamsburg Bridge
Holland Tunnel
Midtown Tunnel
Queens Boro Bridge
Tri-Boro
Bridge
Verrazano
Bridge
Lincoln Tunnel
Manhattan Bridge
KosciuszkoBridge
Belt
Pkwy
Belt
Pkwy
Project Location
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR8
Project ContextView of
Brooklyn
View of Queens
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR9
K-Bridge: Public Outreach Program Approach
Educate and involve the Stakeholders and Constituents in technical and community issues
Use diverse and timely information-sharing Provide accessible dedicated outreach staff Engage traditional and nontraditional
transportation constituencies Time-Patience-Lots of hard work!
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR10
Comprehensive Public Outreach Program
More than 60 meetings with elected officials, community boards, civic organizations, residents and community groups
More than 30 meetings/site visits to local businesses prior to final design
More than 50 agency coordination meetings (federal, state, city) and several meetings of the project’s Interagency Advisory Committee (IAAC)
More than 40 meetings with the project’s Stakeholders Advisory Committee (SAC) – the centerpiece of the Outreach Program since 2002
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR11
Public Outreach Program to Date Community bus tours (3) Large public forums at project benchmarks
Scoping meetings (2) Public hearings (2) Open houses (11)
Widespread information-sharing (multilingual to reach a maximum audience)
Newsletters and fact sheets FAQs documents Website – www.dot.ny.gov/kbridge Correspondence and other mailings Project repositories
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR12
Stakeholders Advisory Committee
Includes more than 40 elected officials, community boards, neighborhood groups, civic organizations, residents, business interests and regional transportation organizations
The centerpiece of the Outreach Program Provides a “reality check” to NYSDOT
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR13
Public Outreach Results Skepticism and wariness replaced by
collaboration and community support Trust: A partnership emerged with
stakeholders and constituents who were initially reluctant to work with NYSDOT and with each other
Strong agency commitment to ongoing partnering
Dedicated stakeholders Honest communications
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR14
Looking Ahead – Construction Continue coordination with SAC and its
subcommittees (Parks, Local Workforce) Continue interagency coordination,
including withIAAC
Modify extensive community information program– such as updates on staging, scheduling andprogress; notices on special conditions; andupcoming work
Honor previous commitments by providing full-time, on-site community liaison amid construction
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR15
Prospect Mountain
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR16
71,000 AADT (current)
80,000 AADT(+10 yr)
Prospect Mountain
70,000 AADT (current)
78,000 AADT(+10 yr)
60,000 AADT (current)
66,000AADT(+10 yr)
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR17
Phase 1
NEW BRIDGES OVER CHENANGO
RIVER
CONSTRUCT BRIDGE OVER CHENANGO
STREET FOR FUTURE LANES
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR18
Full Build-Out
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR19
Communication StrategiesVMS and Highway Advisory Radio on
sitePress releases and interviewsPublic meetings/group meetingsDedicated community liaison at the
construction field office
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR20
Communication StrategiesCoordinate with those managing
traffic-generating events. Work with media on closure alerts. Post signed detours for motorists and
have shuttle buses for pedestrians and cyclists during closures.
Limit hours of construction.
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR21
www.facebook.com/Prospect.Mountain.Project. www.twitter.com/prospectmtn.
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR22
SummaryContinuous, multifaceted
communication with customers is vital.Use of traditional and nontraditional
communication, especially expanded use of social media, can widen the reach to more customers.
Information helps manage expectations, building support and trust.
NEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNORNEW YORK STATE DEPARTMENT OF TRANSPORTATION | JOAN McDONALD COMMISSIONER | ANDREW M. CUOMO GOVERNOR23
Thank you!