About the Performance Management Program
The Baker-Polito administration is committed to improving the experience citizens have with state government in a measurable way. Each agency is tasked with identifying its critical citizen-facing services and publicly reporting its ability to deliver a better experience for the customer. By focusing on speed, simplicity and efficiency, agencies can improve service delivery and customer satisfaction with state government services.
In accordance with Chapter 6A of the General Laws (as amended by Section 8 of Chapter 46 of the Acts of 2015), the agencies of MassDOT have identified the following metrics and targets. At the direction of Governor Baker, each agency has identified 1-3 customer-focused metrics and a target improvement of those metrics. By March 1, 2017, the agencies will report on their progress toward achieving these targets.
MassDOT - Secretary Stephanie Pollack
||% of interstate and non-interstate roads rated in 'poor' condition
||less than 10% of both interstate and non-interstate roads rated in poor condition
|Registry of Motor Vehicles
||% of customers waiting less than 30 minutes at a branch
||80% under 30 minutes or less, with less than 3% waiting over an hour
||Commuter Rail On-Time performance (Commuter Rail trips are considered on time if they arrive at their terminal point no more than 4:59 minutes beyond their scheduled arrival).
||All service: 92% (adjusted) with no line below 90% for any given month.
||Mass Transit On-Time performance. Mass Transit (Red, Orange, Green and Blue lines) trips are considered on time if the trip leaves its origin between 0 minutes before and 3 minutes after its scheduled departure time; the trip leaves the mid-route timepoint(s) between 0 minutes before and 7 minutes after its scheduled departure time; and, the trip arrives at its destination between 3 minutes before and 5 minutes after its scheduled arrival time.
Section 8 of Chapter 46 of the Acts of 2015
SECTION 8. Chapter 6A of the General Laws is hereby amended by striking out section 4A, as appearing in the 2014 Official Edition, and inserting in place thereof the following section: - Section 4A. In coordination with the office of the governor, each secretary shall, at the executive office and agency level: (i) develop measurable, outcome-based performance goals and a focused set of performance metrics to track progress and execution; (ii) measure performance on an ongoing basis against the goals and metrics; and (iii) establish strategies to improve government performance informed by the goals and metrics. Each secretary shall, in coordination with the office of the governor, make the performance goals and the secretary’s progress in reaching those goals available annually online not later than March 1.