Case Study
Purpose
The Florida Turnpike became the first governmental toll agency to be given the ability to function as a private enterprise. The Florida’s Turnpike Enterprise’s goal was to become an innovative operation built on providing value at every part of the customer experience.
Process
As part of the “We Drive Smiles” initiative, a series of awareness and skill-building service training sessions were delivered to all 1,400 team members across the entire state of Florida.
Payoff
Within one year, this groundbreaking effort resulted in many impressive operational improvements, including:
- Dramatic improvement of employee morale (up 18%) and customer satisfaction (92% would recommend to family/friends).
- Expanding and increasing revenue, improved efficiency, cost-effectiveness and timely project delivery.
- Leveraging resulting additional revenue to make substantial improvements to the existing road system, delivered six expansion projects, contracted most inhouse functions to the private sector, promoted customer service, maintained financial stability and improved bond ratings.
- Expanding responsibility for all operations on every FDOT-owned and operated toll road and bridge. This represents about 600 miles of roadway and 80 percent of all toll facilities in Florida.
Based on the amazing success of this service transformation, Florida’s Turnpike Enterprise was awarded the prestigious international President’s Award for Innovation and Excellence and later won the JD Powers Seal of Approval for Excellence.
