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Performance Metrics & Goals

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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.

Performance Metrics

MassDOT - Secretary Stephanie Pollack

AGENCY METRIC TARGET
Highway Division % of interstate roads rated in 'poor' condition less than 10% of interstate roads rated in poor condition
Highway Division % of non-interstate roads rated in 'poor' condition less than 10% of 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
MBTA Commuter Rail On-Time performance All service: 92% (adjusted) with no line below 90% for any given month.
MBTA Red LineOn-Time performance 90%
MBTA Orange Line On-Time performance 90%
MBTA Green Line On-Time performance 90%
MBTA Blue LineOn-Time performance 90%
MBTA Bus On-Time performance 75%

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.

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