Engineering Commons^™

Indot Customer Service, Ananth V. Iyer, Michael Hoeck, Amanda Thompson, Kailas Dandgaval, Jairo Bohorquez, Justina Mikals

JTRP Technical Reports

This study focuses on the flow of customer complaints to the INDOT central office and districts, their handling within the INDOT system and the customer experienced lead time. The processes were examined based on customer segments, complaint type, and district of origin. Detailed data analyses for specific transactions within the INDOT system were used to document the process. In addition, as per the study advisory committee suggestions, a tracking of transactions flow using a paper system was used to reconcile archived data. Although lead time metrics were developed at both the central office and district level, the lack of data …