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- W652138833 abstract "The objective of this project was to conduct research that would lead to the development of recommendations and specifications for a system that could facilitate efficient two-way communications between Ohio Department of Transportation (ODOT) and its customers and that could efficiently and accurately gather, process, and quantify the needs and requirements of ODOT’s customers. A variety of data collection activities were employed, including: a best practices review of peer organizations, an assessment of available customer relations tools and software, interviews and a focus group with ODOT staff, an assessment of the quantity and quality of ODOT customer communications data and an analysis of individual communications, and a limited customer survey. The findings were used to conduct in-depth gap and strengths, weaknesses, opportunities and threats (SWOT) analyses. The gaps, strengths, weaknesses, opportunities, and threats were all assessed across four areas: internal processes and communications; customer communications portals/tools; customer communications, information, and service; and customer communications data. The results of these analyses elucidated a number of gaps and challenges standing in the way of ODOT realizing its goals for improved two-way communications and customer service. On the other hand, the research also identified a wide variety of available opportunities (both immediate and longer term) that could help ODOT achieve its goals." @default.
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- W652138833 date "2014-06-01" @default.
- W652138833 modified "2023-09-23" @default.
- W652138833 title "Creation of a Customer Relations Development System" @default.
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