Innovation at PennDOT
Through continuous process and quality improvement initiatives, PennDOT remains committed to developing and deploying innovative and smart approaches to doing business while providing value and reliability to the people of Pennsylvania and all who travel within our borders.
Whether framed as Continuous Process/Quality Improvement (CPI or CQI), Organizational Change, Total Quality Management, or ISO Quality Management Certifications, the foundational principle remains constant – ensuring internal processes meet and adapt to the ever-changing needs of our customers.
PennDOT has consistently prioritized innovation and continuous improvement in its processes and practices. Through the department's Strategic Plan, employee-driven innovations councils or committees, State Transportation Innovation Council, Bureau of Innovations (BOI), and pursuit of Federal Highway Administration's Every Day Counts Program innovations, PennDOT has emphasized and pursued CPI/CQI initiatives for more than 30 years.
PennDOT regularly obtains feedback from its customers through several annual surveys, its PennDOT Connects initiative and through its process and quality improvement projects. This input helps PennDOT better understand its customers' perspectives and make impactful changes based on the challenges and opportunities identified by its customers through these forums.
To support these initiatives, PennDOT's BOI provides process mapping, facilitation, surveying and performance management support across the department, assisting organizations in better understanding the work they do and the improvements necessary for enhancing the customer experience.
Another integral part of CPI/CQI efforts is engaging employees at all levels of the organization. In striving to create a positive, safe, diverse and innovative work environment, PennDOT regularly solicits employee suggestions to help solve various transportation challenges the department is currently facing. These employee suggestions often lead to process and quality improvement initiatives and successes across the department.
It is through these initiatives and successes that PennDOT continues to prompt, promote and celebrate innovative thinking and demonstrate the daily benefit gained through a culture of continuous process and quality improvements across the department.
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