MoDOT’s Tracker Is Cited As Government Model

JEFFERSON CITY – The Missouri Department of Transportation has developed a process to track how well it is meeting customer expectations that is being cited as a model other government agencies should use.

Called the Tracker, MoDOT’s performance-based system focuses on the customer. It documents the agency’s progress in giving customers what they want, such as uninterrupted traffic flow, smooth and unrestricted roads and bridges and a safe transportation system.

“The Tracker is the method by which we meet customer expectations,” said MoDOT Director Pete Rahn. “It tracks how well we’re performing and gives us a way to share that information with the public so they can see we’re accountable for our actions and decisions.”

The Government Review Commission, in its final report issued Nov. 23 to Gov. Matt Blunt, pointed to MoDOT’s Tracker system as a “performance-based, results-driven service delivery system” that state departments should adopt.

“We’re pleased the commission recognized the Tracker as a model for the way government should do business,” Rahn said. “We believe being open and transparent is the only way to operate. We want the public to know what we do well, what we don’t do so well and what we are doing to get better. They have entrusted us to make wise use of their tax dollars, and we owe it to them to show we’re accountable.”

Rahn said the performance measurement system also lets employees know what is expected of them and helps the agency make timely changes if things aren’t going in the right direction.

The Tracker can be found on MoDOT’s Web site at www.modot.org.

Editor’s note: Recorded comments on this topic from MoDOT Director Pete Rahn are available by calling MoDOT’s sound bite service at 1-866-847-7173 or visiting ww.modot.gov/newsroom.