2003 Transportation Stakeholder Survey

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					TranPlan 21 2003 Transportation
                   Stakeholder
                   Survey



                                    State of Montana
                                    Department of Transportation
                                    Rail, Transit & Planning Division




November 2003
                2003 Stakeholder Survey
        TRANPLAN 21




           2003
Transportation Stakeholder
          Survey




                      Prepared by:
                      Montana Department of Transportation
                      Rail, Transit, & Planning Division
                      Multimodal Planning Bureau


          2003 Stakeholder Survey
2003 Stakeholder Survey
                 Ta b l e o f C o n t e n t s


List of Tables and Figures                                 ii
Executive Summary                                          1
Introduction                                               2
 Survey Format                                             2
 Stakeholders Satisfaction with the
 Transportation System                                      3

 Prioritizing Actions to Improve the
 Transportation System
                                                            5
 Special Interest Questions                                 6
   Actions to Improve Roadways                              6
   Awareness of Information Sharing                         7
 MDT’s Customer Service and Performance Grades              8
Bicycle and Pedestrian Stakeholder Group                   10
Economic Development Stakeholder Group                     17
Environmental Group                                        23
Intermodal Freight Stakeholder Group                       29
Local Government Stakeholder Groups                        36
  Cities and Towns Stakeholder Group
  County Stakeholder Group
Passenger Transportation Stakeholder Group                 48
State, Federal, and Local Government Stakeholder
                                                           54
Group
Native American Tribes Stakeholder Group                   61
Appendix A                                                 A1




                                 2003 Stakeholder Survey

                                            i
                      Ta b l e s a n d F i g u r e s

Table 1:     Stakeholder Groups                                          3
Table 2:     Possible Actions to Improve Roadways                        6
Table 3:     MDT Information Sharing Techniques                          7
Table 4:     Customer Service Grades                                     8
Table 4a:    Customer Service Grades History                             9

Table 5:     Possible Actions to Improve Roadways-
                                                                        12
             Bicycle/Pedestrian Group
Table 6:     Public Notification Practices- Bicycle/Pedestrian Group    13
Table 7:     Customer Service Grades- Bicycle/Pedestrian Group          14

Table 7a:    Customer Service Grades History- Bicycle/Pedestrian
                                                                        14
             Group

Table 8:     Possible Actions to Improve Roadways– Economic
                                                                        19
             Development Group

Table 9:     Public Notification Practices– Economic
                                                                        19
             Development Group
Table 10:    Customer Service Grades- Economic Development Group        20

Table 10a:   Customer Service Grades History– Economic
                                                                        21
             Development Group

Table 11:    Possible Actions to Improve Roadways– Environmental
                                                                        25
             Group
Table 12:    Public Notification Practices- Environmental Group         26
Table 13:    Customer Service Grades– Environmental Group               26
Table 13a:   Customer Service Grades History– Environmental Group       27

Table 14:    Satisfaction with Weigh Station and Port-of-Entry
                                                                        31
             Facilities

Table 15:    Possible Actions to Improve Roadways– Intermodal Freight
                                                                        32
             Group

Table 16:    Public Notification Practices– Intermodal Freight Group    32




                                       2003 Stakeholder Survey

                                                 ii
                Ta b l e s a n d F i g u r e s ( c o n t . )


Table 17:    Customer Service Grades– Intermodal Freight Group               33

Table 17a:   Customer Service Grades History– Intermodal Freight Group       34

Table 18:    Possible Actions to Improve Roadways– Cities & Towns            40
Table 19:    Possible Actions to Improve Roadways– Counties                  40

Table 20:    Public Notification Practices– Cities & Towns                   40
Table 21:    Public Notification Practices– Counties                         41
Table 22:    Customer Service Grades– Cities & Towns                         42

Table 22a:   Customer Service Grades History– Cities & Towns                 42

Table 23:    Customer Service Grades– Counties                               43

Table 23a:   Customer Service Grades History– Counties                       44
Table 24:    Special Issue Questions– Passenger Transportation Group         50
Table 24a:   Meeting Needs– Passenger Transportation Group                   50
             Possible Actions to Improve Roadways– Passenger
Table 25:                                                                    51
             Transportation Group

Table 26:    Public Notification Practices– Passenger Transportation Group   51
Table 27:    Customer Service Grades– Passenger Transportation Group         52

             Customer Service Grades History– Passenger
Table 27a:                                                                   52
             Transportation Group

             Possible Actions to Improve Roadways– Government Agencies
Table 28:                                                                    56
             Group

Table 29:    Public Notification Practices– Government Agencies Group        57

Table 30:    Customer Service Grades– Government Agencies Group              58

Table 30a:   Customer Service Grades History– Government Agencies Group      58

Table 31:    Actions to Improve Roadways– Tribal Governments                 63

Table 32:    Customer Service Grades– Tribal Governments                     64

Table 32a:   Customer Service Grades History– Tribal Governments             65




                                     2003 Stakeholder Survey

                                               iii
                  Ta b l e s a n d F i g u r e s ( c o n t . )


Figure 1:     Stakeholder Group Comparison- System Satisfaction           4

Figure 1a:    Stakeholder History- System Satisfaction                    4

Figure 2:     Overall Satisfaction with the Transportation System         5

Figure 3:     Stakeholder Group Comparison- System Priorities             5

Figure 4:     Bicycle/Pedestrian Group- System Satisfaction              10

Figure 4a:    Bicycle/Pedestrian Group History- System Satisfaction      11

Figure 5:     Bicycle/Pedestrian Group- System Priorities                11

Figure 6:     Economic Development Group- System Satisfactions           17

Figure 6a:    Economic Development Group History- System Satisfactions   18

Figure 7:     Economic Development Group- System Priorities              18

Figure 8:     Environmental Group- System Satisfaction                   23

Figure 8a:    Environmental Group History- System Satisfaction           24

Figure 9:     Environmental Group- System Priorities                     24

Figure 10:    Intermodal Freight Group- System Satisfaction              29

Figure 10a:   Intermodal Freight Group History- System Satisfaction      30

Figure 11:    Intermodal Freight Group- System Priorities                30

Figure 12:    Local Government-Cities & Towns- System Satisfaction       36

              Local Government-Cities & Towns History- System
Figure 12a:                                                              37
              Satisfactions

Figure 13:    Local Government-Counties- System Satisfaction             37

Figure 13a:   Local Government-Counties History– System Satisfaction     38

Figure 14:    Local Government-Cities & Towns- System Priorities         38




                                        2003 Stakeholder Survey

                                                  iv
                     Ta b l e s a n d F i g u r e s ( c o n t . )

Figure 15:    Local Government-Counties- System Priorities            39

Figure 16:    Passenger Transportation Group- System Satisfaction     48
              Passenger Transportation Group History– System
Figure 16a:                                                           49
              Satisfaction

Figure 17:    Passenger Transportation Group- System Priorities       49


Figure 18:    Government Agencies Group- System Satisfaction          54


Figure 18a: Government Agencies Group History– System Satisfaction    55


Figure 19:    Government Agencies Group- System Priorities            55


Figure 20:    Native American Tribes- System Satisfaction             61

              Native American Tribes- Overall Satisfaction with the
Figure 21:                                                            62
              Transportation System

Figure 22:    Native American Tribes- System Priorities               63




                                          2003 Stakeholder Survey

                                                     v
2003 Stakeholder Survey
                            Executive Summary

In 2003, MDT’s stakeholder groups are:
♦ Generally satisfied with Montana’s transportation system
♦ Most satisfied with the interstate system and other major highways
♦ Least satisfied with passenger rail service and buses between cities

Out of a list of sixteen possible actions to improve Montana’s transportation sys-
tem, the highest priority actions for the stakeholders are:
♦ Improve transportation safety
♦ Improve the physical condition of other roads and streets
♦ Support efforts to preserve existing passenger rail service

As with the public, the lowest priority action for the stakeholders is to reduce sin-
gle occupancy vehicle use.

When compared to the previous stakeholder surveys since 1997:
♦ Satisfaction with the transportation system components has changed little, ex-
  cept for satisfaction with bicycle pathways and pedestrian walkways which has
  improved
♦ Overall satisfaction with Montana’s transportation system has improved or
  stayed the same with most of the stakeholder groups
♦ Customer service and performance grades improved

The stakeholder groups’ top priorities for possible actions for MDT to improve
roadways are:
♦ Wider roadways
♦ Increase roadway shoulder widths to accommodate bicyclists

The stakeholder groups’ bottom priority for MDT to improve roadways is:
♦  More illumination (lighting) of roadways

Information sharing and public notification practices the stakeholders are most
familiar with include:
♦ The Newsline, MDT’s quarterly newsletter
♦ Newspaper articles

The Aeronautics Division’s newsletter and weekly meetings for construction pro-
jects in urban areas were the MDT information sharing techniques that the stake-
holder groups knew the least about.

MDT’s overall customer service and performance grades are in the C to B- range
which is similar to the public’s customer service grades in the 2003 Public Involve-
ment Telephone Survey.




                                  2003 Stakeholder Survey

                                             1
INTRODUCTION                                and local government group consisting of
                                            city and county officials were added.
                                            These are the same groups used in the
        The primary purpose of this report 2003 survey. Each group has diverse
is to document the data collected through transportation interests that also gives a
the 2003 Montana Department of              statewide representation. The groups in-
Transportation Stakeholder Survey. It also cluded were:
references the 2003 Public Involvement      ♦ Bicycle and pedestrian interests
Telephone Survey for comparisons            ♦ Economic development associations,
between the general public and                  business organizations, local develop-
transportation stakeholders. In addition,       ment corporations and associations
the report provides a comparison to the     ♦ Environmental organizations and as-
1997, 1999, and 2001 Transportation             sociations
Stakeholder Surveys.                        ♦ Commercial trucking, rail freight, air
                                                freight, and intermodal interests
        Stakeholder surveys are an          ♦ Passenger transportation interests in-
important part of MDT’s public                  cluding local transit, intercity bus,
involvement process. They illustrate            rail, and air
transportation stakeholders’ perception of ♦ Metropolitan Planning Organizations,
the current condition of Montana’s              urban area planners, and state and
transportation system and consider              federal agencies
possible actions and priorities that could ♦ County Commissions
be taken by MDT to improve different ar- ♦ Mayors and Chief Executives of cities
eas of the transportation system. The           and towns
public involvement process provides
citizens, constituency groups,
transportation providers, local                     Stakeholders were selected from
governments, Montana’s Native American      MDT’s Newsline database, which consists
tribes, and state and federal agencies the of individuals, organizations, associations,
opportunity to participate in planning and businesses, government agencies, and lo-
project development. Public involvement     cal government officials with an interest
at the planning level reduces the potential in transportation related issues. In addi-
for future controversy, results in a better tion to the stakeholder groups listed
statewide transportation system, and        above, surveys were also sent to Mon-
allows for open communication between       tana’s Native American tribes. Unlike re-
the Department and citizens of Montana. spondents of the other groups, the tribes
The surveys also help MDT staff             were not considered a homogeneous
determine changes in public opinion that stakeholder group. The analysis of the
indicate a need to update Montana’s         data for each responding tribe was done
statewide multimodal transportation plan, separately to ensure that each was repre-
TranPlan 21.                                sented as a sovereign nation.

       In 2001, the stakeholder groups         Survey Format
were changed from the 1997 and 1999                   The stakeholder survey has three
surveys by adding three more groups and        parts. Part I of the survey includes a wide
combining the urban area planners into         range of transportation questions that are
the state and federal government group.        the same questions asked of Montana
An economic development interest group         residents during the 2003 Public

                                   2003 Stakeholder Survey

                                              2
                                                  Introduction


Involvement Telephone Survey. Using the
same questions allows for relevant                                  Table 1 shows the total number of
comparisons between the stakeholders                         surveys sent to each stakeholder group
and the public. Questions in Part II of the                  and their matching response rates. The
survey are special interest questions to                     response rates from the different
learn customer opinion on areas of special                   stakeholder groups varied from a low 19%
interest that are significant during the                     for the environmental group to a high of
time of the survey or to a particular                        60% for the passenger transportation
group. The last section, Part III, focuses                   groups.
on the Department’s customer service.
Respondents grade MDT service areas         Stakeholders’ Satisfaction with the
using an A through F scale.                 Transportation System
                                                    Respondents were asked to rate
       The survey was mailed out July 17, their satisfaction with the transportation
2003, with a due date of August 1, 2003. system on a scale of one to ten. Though
A total of 639 survey packages were         the mathematical midpoint is 5.5, a re-
mailed to stakeholder groups (two           sponse of 5.0 is considered the “middle
packages were returned). The packages       response”. Anything above 5.0 represents
included a cover letter, the survey, the    the intensity of satisfaction and anything
new TranPlan 21 policy goals and actions below 5.0 represents the intensity of dis-
brochure, and a pre-stamped, self-          satisfaction. Stakeholder satisfaction with
addressed envelope. Of the stakeholders     the different system components was ob-
who received a survey package, 233          tained by averaging the different stake-
participated in the survey. This translates holder responses by individual group
to a 36% response rate which is a 3% in- rather than averaging all of the responses
crease from the 2001 survey. Mail surveys over the total number of stakeholders. A
with a response rate over 30% are           total stakeholder average would have bi-
considered exceptional.                     ased the response towards those stake-

     STAKEHOLDER GROUPS                     SURVEYS SENT           # OF RESPONSES % OF RESPONSES

   Bicycle and Pedestrian                           77                     20                    26%
   Local Governments
     City                                          129                     52                    40%
     County                                         56                     25                    45%
   Economic Development                             57                     19                    33%
   Environmental                                    53                     10                    19%
   Government Agencies                              49                     19                    39%
   Intermodal Freight                              108                     28                    26%
   Passenger Transportation                         89                     53                    60%
   Tribes*                                          21                      7                    33%
                 TOTAL                             639                    233                    36%
                                                   Table 1
  *Three surveys were sent to each of the tribes. Surveys were sent to the tribal planner, the tribal TERO
  office, and the Tribal Chairperson.

                                             2003 Stakeholder Survey

                                                         3
                                                                                                   Introduction


                                                                                                   Figure 1
                                                                        Stakeholder Group Comparison
                                                                             System Satisfaction
                    10                                                                                                                                         Stakeholder Groups' Average
                                                                                                                                                               General Public
                     9

                     8

                     7
    scale




                     6

                     5

                     4

                     3

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holder groups with higher participation.     nents, as illustrated in Figure 1. The
                                             stakeholders were least satisfied with
        The stakeholder groups were          buses between cities and passenger rail
slightly less satisfied than the public with services. The telephone survey respon-
some transportation system compo-                  dents were also dissatisfied with
                                        Figure 1a

                                                                                        Stakeholder History                                                                                              2003
                                                                                        System Satisfaction                                                                                              2001
                     10
                                                                                                                                                                                                         1999
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                                                                                        2003 Stakeholder Survey

                                                                                                             4
                                                                    Introduction



                                          Figure 2
                                                                                   to see differences of opinion in rating
                                   Stakeholder Satisfaction                        Montana’s transportation system.
                               with Overall Transportation System                  When asked to rate their overall
     10                                                                            satisfaction with Montana’s
            9                                                                      transportation system, stakeholder
            8                                                                      groups gave varied ratings compared
            7
                                                                                   to the general public who gave the
                                                                                   system a satisfaction rating of 6.3
             6
 scale




                                                                                   (same as 1999 and 2001). Many of
             5                                                                     the individual groups gave overall
            4                                                                      higher ratings. Figure 2 shows the
            3
                                                                                   mean scores for the different groups
                                                                                   and a comparison to the previous
            2
                                                                                   stakeholder surveys. All of the
            1                                                                      groups’ ratings still fell within an
                                                                                   above average range.
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                           1997         1999       2001      2003                  This portion of the survey was
                                                                                  modified from previous years. A more
                                                                                  precise scale was used and some of
passenger rail service. Historically the                                     the possible actions were deleted or
responses from the stakeholder groups                                        changed to reflect changes in MDT policy
has followed a similar pattern (see Figure                                   and procedure. These changes invalidate
1a).                                                                         comparisons of the 2003 Stakehodler
                                                                             Survey with surveys completed previously.
   Given the diverse interests of the eight
stakeholder groups, one can expect      Figure 3                                    Stakeholders were asked to priori-

                                                  Stakeholder Group Comparison
                    High
                                                              System Priorities                     Stakeholder Groups' Average
                               5.0
                                                                                                    General Public
                               4.5
                               4.0
         priority




                               3.5
                               3.0
                               2.5
                               2.0
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                               1.0
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                                                            2003 Stakeholder Survey

                                                                         5
                                        Introduction




                                                                            State/Federal
                                                                             Government
tize sixteen possible actions that MDT
could take to improve the transportation




                                                                                                                                                                            3.26


                                                                                                                                                                                                                                    3.53




                                                                                                                                                                                                                                                                                                                 3.89




                                                                                                                                                                                                                                                                                                                                                                                        4.05
                                                                                                                                                                                                                                                                           3.53



                                                                                                                                                                                                                                                                                                                                  3.84
                                                                                                                   3.05
system in Montana. These actions were
rated on a priority scale of one to five:
♦ ‘Very low priority’ is one




                                                                                              Passenger




                                                                                                                                                                            3.48


                                                                                                                                                                                                                                    3.70




                                                                                                                                                                                                                                                                                                                 4.25




                                                                                                                                                                                                                                                                                                                                                                                        3.69
                                                                                                                                                                                                                                                                           3.63



                                                                                                                                                                                                                                                                                                                                  4.02
                                                                                                                   3.37
♦ ‘Somewhat low priority’ is two
♦ ‘Medium priority’ is three
♦ ‘Somewhat high priority’ is four




                                                                 Government- Government-
♦ ‘Very high priority” is five




                                                                               Counties
                                                                                Local




                                                                                                                                                                            3.38


                                                                                                                                                                                                                                    3.50




                                                                                                                                                                                                                                                                                                                 4.08




                                                                                                                                                                                                                                                                                                                                                                                        3.21
                                                                                                                                                                                                                                                                           3.54



                                                                                                                                                                                                                                                                                                                                  3.71
                                                                                                                   2.83
        Again, stakeholder prioritization
was averaged by group rather than by
individual stakeholder. Figure 3 com-




                                                                    Cities
                                                                    Local




                                                                                                                                                                            3.27


                                                                                                                                                                                                                                    3.43

                                                                                                                                                                                                                                                                           3.45

                                                                                                                                                                                                                                                                                                                 4.04




                                                                                                                                                                                                                                                                                                                                                                                        3.78
                                                                                                                                                                                                                                                                                                                                  3.69
                                                                                                                   2.98
pares mean priority scores between the
stakeholder and telephone surveys.




                                                   Mean Scores
Unlike in previous years, the stake-




                                                                                              Freight
holders gave most actions higher priority




                                                                                                                                                                            3.21


                                                                                                                                                                                                                                    3.82

                                                                                                                                                                                                                                                                           3.61

                                                                                                                                                                                                                                                                                                                 4.15




                                                                                                                                                                                                                                                                                                                                                                                        3.07
                                                                                                                                                                                                                                                                                                                                  3.89
                                                                                                                   3.07
ratings than the public. Both the stake-
holders and public gave ‘Reduce single


                                                                                                   Environmental
occupancy vehicle use’ the lowest priority
rating.




                                                                                                                                                                            2.89


                                                                                                                                                                                                                                    4.11

                                                                                                                                                                                                                                                                           3.67

                                                                                                                                                                                                                                                                                                                 3.00




                                                                                                                                                                                                                                                                                                                                                                                        4.44
                                                                                                                                                                                                                                                                                                                                  3.56
                                                                                                                   2.44
       The three actions that received the
                                                                            Pedestrian Development




                                                                                                                                                                                                                                                                                                                                                                                                                              Table 2
top priority scores were:
                                                                                        Economic




♦ Improving the physical condition of




                                                                                                                                                                                                                                                                           3.32

                                                                                                                                                                                                                                                                                                                 4.03
                                                                                                                                                                            3.06


                                                                                                                                                                                                                                    3.61




                                                                                                                                                                                                                                                                                                                                                                                        3.26
                                                                                                                                                                                                                                                                                                                                  3.84
                                                                                                                   2.89


   other roads and streets (4.13)
♦ Improving transportation safety (4.13)
♦ Supporting efforts to preserve existing
                                                                             Bicycle/




                                                                                                                                                                                                                                                                           2.80

                                                                                                                                                                                                                                                                                                                 4.00
                                                                                                                                                                            2.65


                                                                                                                                                                                                                                    3.25




                                                                                                                                                                                                                                                                                                                                  3.00

                                                                                                                                                                                                                                                                                                                                                                                        4.70
                                                                                                                   2.50




   passenger rail service (3.94)
“Improving the physical condition of
other roads and streets” was the only top
priority for both the stakeholders and
                                                                                              Public




                                                                                                                                                                                                                                                                           3.48

                                                                                                                                                                                                                                                                                                                 3.72
                                                                                                                                                                            2.85


                                                                                                                                                                                                                                    3.10




                                                                                                                                                                                                                                                                                                                                  3.30

                                                                                                                                                                                                                                                                                                                                                                                        3.57
                                                                                                                   2.48




public.

Special Interest Questions
                                                                                                                                                              More directional/informational (i.e. stop signs, route




       Both the 2003 Public Involvement
                                                                                                                                                                                                                                                                                                                                                                            Increase roadway shoulder widths to accommodate
                                                                  Possible Actions to Improve Roadways




                                                                                                                                                                                                                       More pavement markings (i.e. shoulder lines, lane




Telephone Survey and the 2003 Stake-
holder Survey included a new section of
special interest questions. These ques-
                                                                                                                   More illumination (lighting) of roadways




                                                                                                                                                                                                                                                                                                                                  More traffic signals and left turn bays




tions were asked to identify transporta-
                                                                                                                                                                                                                                                                           More guard rails and crash cushions




tion related special issues that may cur-
rently be important to Montanans. For
the 2003 surveys, special interest ques-
tions included possible actions to im-
prove roadways and awareness of public
                                                                                                                                                                                                                                                                                                                 Wider roadways
                                                                                                                                                              markers) signs




notification and information sharing.
                                                                                                                                                                                                                                                                                                                                                                            bicyclists
                                                                                                                                                                                                                       arrows)




Actions to Improve Roadways
      Seven questions were asked of re-

                                   2003 Stakeholder Survey

                                              6
                                                                                                       Introduction




                                                                                      State/Federal
                                                                                       Government
spondents to explore their atti-




                                                                                                                                                                                                                                                                                                                                                                                  94.7%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  57.9%
                                                                                                                                                                                                                                                                                     89.5%




                                                                                                                                                                                                                                                                                                                                                                                                                                    15.8%
                                                                                                                                 89.5%



                                                                                                                                                                                                                       84.2%

                                                                                                                                                                                                                                                     94.7%




                                                                                                                                                                                                                                                                                                                              84.2%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                            94.7%

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    94.7%

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         89.5%
                                                                                                                                                                        94.7%
tudes about possible MDT ac-
tions to improve roadways (see
Table 2). The possible actions
were rated on a priority scale of:




                                                                                                     Passenger




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  15.7%
                                                                                                                                                                                                                                                     76.5%




                                                                                                                                                                                                                                                                                                                                                                                  66.7%
                                                                                                                                                                                                                                                                                     76.5%




                                                                                                                                                                                                                                                                                                                                                                                                                                    17.6%
                                                                                                                                 76.5%



                                                                                                                                                                                                                       80.4%




                                                                                                                                                                                                                                                                                                                              96.1%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    84.3%
                                                                                                                                                                        88.2%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                            76.5%



                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         58.8%
-1- “Very low priority”
-2- “Somewhat low priority”
-3- “Medium priority”




                                                                             Government- Government-
                                                                                           Counties
-4- “Somewhat high priority”




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    100.0%
                                                                                                                                                                                                                                                     80.0%




                                                                                                                                                                                                                                                                                                                                                                                  80.0%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  24.0%
                                                                                                                                 96.0%

                                                                                                                                                                        84.0%

                                                                                                                                                                                                                       88.0%



                                                                                                                                                                                                                                                                                     92.0%




                                                                                                                                                                                                                                                                                                                                                                                                                                    68.0%
                                                                                                                                                                                                                                                                                                                              96.0%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         76.0%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            76.0%
                                                                                            Local
-5- “Very high priority”




                                     % of Yes-Aware of Information Sharing
        The top priority, meas-
ured by means score, for most of




                                                                                                                                                                                                                                                     67.3%
                                                                                                                                 82.7%




                                                                                                                                                                                                                                                                                                                                                                                  67.3%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  36.5%
                                                                                                                                                                        84.6%

                                                                                                                                                                                                                       80.8%



                                                                                                                                                                                                                                                                                     76.9%




                                                                                                                                                                                                                                                                                                                                                                                                                                    15.4%



                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    94.2%
                                                                                                                                                                                                                                                                                                                              86.5%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         69.2%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            63.5%
                                                                                Cities
                                                                                Local
the stakeholder groups and the
public was ‘wider roads’. For the
bicycle/pedestrian, environ-
                                                                                                     Freight




                                                                                                                                                                                                                                                     74.1%
                                                                                                                                 82.1%

                                                                                                                                                                        89.3%

                                                                                                                                                                                                                       92.9%



                                                                                                                                                                                                                                                                                     82.1%




                                                                                                                                                                                                                                                                                                                                                                                  89.3%


                                                                                                                                                                                                                                                                                                                                                                                                                                    42.9%



                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    96.4%



                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  46.4%
                                                                                                                                                                                                                                                                                                                              96.4%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         78.6%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            75.0%
mental, and state/federal gov-
ernment groups, ‘increase
shoulder widths to accommo-
                                                                                                             Environmental




date bicycles’ was their top pri-
ority. Each of the stakeholder
                                                                                                                                                                                                                                                     60%
                                                                                                                                 70%

                                                                                                                                                                        50%

                                                                                                                                                                                                                       40%



                                                                                                                                                                                                                                                                                     70%




                                                                                                                                                                                                                                                                                                                                                                                  30%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    80%

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         40%
                                                                                                                                                                                                                                                                                                                              70%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                            40%
                                                                                                                                                                                                                                                                                                                                                                                                                                    0%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  0%
groups rated their top priorities
with somewhat high scores of
                                                                                      Pedestrian Development




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          Table 3
four or above. Interestingly, all
                                                                                                  Economic




                                                                                                                                                                        88.9%



                                                                                                                                                                                                                                                     66.7%
                                                                                                                                 83.3%



                                                                                                                                                                                                                       77.8%



                                                                                                                                                                                                                                                                                     50.0%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    88.9%

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         77.8%
                                                                                                                                                                                                                                                                                                                              66.7%

                                                                                                                                                                                                                                                                                                                                                                                  88.9%


                                                                                                                                                                                                                                                                                                                                                                                                                                    22.2%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  33.3%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            83.3%
of the stakeholder groups
ranked ‘more illumination of
roadways’ last.
                                                                                       Bicycle/




                                                                                                                                                                        75%



                                                                                                                                                                                                                                                     80%
                                                                                                                                 70%



                                                                                                                                                                                                                       65%



                                                                                                                                                                                                                                                                                     70%




                                                                                                                                                                                                                                                                                                                                                                                  75%


                                                                                                                                                                                                                                                                                                                                                                                                                                    15%



                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    80%

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         80%
                                                                                                                                                                                                                                                                                                                              85%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  30%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            60%
Awareness of Information
Sharing
       Keeping the public in-
                                                                                                                                                                                                                                                                                     *not asked

                                                                                                                                                                                                                                                                                                                              *not asked




                                                                                                                                                                                                                                                                                                                                                                                                                                    *not asked




formed about transportation is-
                                                                                                     Public




                                                                                                                                                                        57.6%



                                                                                                                                                                                                                                                     17.7%
                                                                                                                                 45.1%



                                                                                                                                                                                                                       45.9%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         66.0%
                                                                                                                                                                                                                                                                                                                                                                                  76.0%




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    69.7%



                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  15.2%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            22.1%




sues is a high priority to many
Montanans. In order to effi-
ciently distribute information,
                                                                                                                                                                                                                                                                        Statewide Transportation Improvement Program (STIP)




respondents were asked about
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Weekly meetings for construction projects in urban
                                                                                                                                                                                                                                                                                                                                                                                                                       Montana & the Sky - Aeronautics Division's monthly
                                                                                                                                                                                                                                                                                                                                                                      Public service announcements on radio, TV, and




their knowledge concerning
                                                                              Information Sharing Techniques




                                                                                                                                                                        Newspaper advertisements for public meetings




MDT’s public information and
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Radio updates of current projects in area




information-sharing techniques
                                                                                                                                                                                                                                                                                                                              Newsline - MDT's quarterly newsletter
                                                                                                                                 Construction project public meetings




and efforts.

       Table 3 compares the
                                                                                                                                                                                                                       Press releases to all media




stakeholder groups’ knowledge
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            MDT internet web site




about MDT’s information shar-
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Newspaper articles




ing techniques to the public’s.
                                                                                                                                                                                                                                                     Special mailings




Three questions were not asked
                                                                                                                                                                                                                                                                        publication




                                                                                                                                                                                                                                                                                                                                                                                                                       newsletter




during the telephone survey be-
                                                                                                                                                                                                                                                                                                                                                                      billboards




cause during test runs nearly all
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     areas




of the respondents didn’t know

                                                      2003 Stakeholder Survey

                                                                                                                             7
                                                     Introduction


about these techniques, therefore the                              The Department's Aeronautics Di-
questions were dropped from the tele-                       vision's newsletter and weekly meetings
phone survey.                                               for construction projects in urban areas
                                                            ranked last in terms of public awareness.
       Newspaper articles and the
Newsline were the most familiar to the                      MDT’s Customer Service and
stakeholder groups. This makes sense                        Performance Grades
since all of the stakeholders were from the                        Respondents were asked to grade
Newsline’s mailing list. Interestingly, the                 MDT in several areas of overall perform-
Newsline was one of the items dropped                       ance and customer service. Four new
from the telephone survey because none                      questions were added on general areas of
of the respondents knew about this publi-                   customer service. Each question was
cation during the trial runs of the survey.                 graded using an A through F scale.



                                                                             Mean Scores and Grades
            Customer Service Grades
                                                                      Stakeholder                Public
 How would you grade MDT's overall performance during
                                                                    2.7         B-         2.6            B-
 the past year?
 What grade would you give MDT on the quality of
                                                                    2.8         B-         2.7            B-
 service it provides?
 Overall, how would you grade the current quality of
 service provided by MDT compared to the quality of                 2.9             B      2.9            B
 service by MDT five (5) years ago?
 What grade would you give MDT on overall quality of
                                                                    2.6         B-         2.5            B-
 planning to meet statewide transportation needs?

 What grade would you give MDT for its responsiveness
                                                                    2.3         C+         2.3            C+
 to outside ideas and concerns from customers?

 What grade would you give MDT on its efforts to keep
 customers fully informed of all relevant information and
                                                                    2.7         B-         2.5            B-
 upcoming decisions related to the transportation
 system?
 What grade would you give MDT on the extent of
 inconvenience cause by construction and/or                         2.4         C+         2.4            C+
 maintenance projects?
 What grade would you give MDT on its overall highway
                                                                    2.6         B-         2.6            B-
 maintenance and repair?

 How would you grade MDT's performance on new
                                                                    2.6         B-      *not asked
 highway construction?
 Overall, what grade would you give MDT on the
                                                                    2.5         B-         2.6            B-
 convenience of travel through construction zones?
 What grade would you give MDT on its public
 notification process for construction projects in your             2.6         B-         2.5            B-
 area?

                                                     Table 4
                                              2003 Stakeholder Survey
                                                          8
                                                  Introduction



       Table 4 compares the overall
stakeholder grades to the telephone sur-
vey grades. Both the public and stake-
holders in general gave MDT C+ to B-
grades and gave similar grades. They
gave the highest rating/grade to
‘comparison of services now to services
five years ago’ (2.9/B). They also both
gave ‘responsiveness to outside ideas and
concerns from customers’ the lowest rat-
ing/grade (2.3/C+).

        The stakeholder groups gave
slightly higher grades on customer ser-
vice this year compared to the grades re-
ceived in 2001 (see Table 5). ‘Keeping
customers informed’ and ‘Planning to
meet statewide transportation needs’ re-
ceived ratings/grades that improved the
most compared to 2001’s Transportation
Stakeholder Survey.




                                                                           Mean Scores and Grades
     Customer Service Grades - History
                                                                 2003 Stakeholder         2001 Stakeholder
How would you grade MDT's overall performance during
                                                                 2.7         B-          2.5           B-
the past year?
What grade would you give MDT on the quality of
                                                                 2.8         B-          2.6           B-
service it provides?
Overall, how would you grade the current quality of
service provided by MDT compared to the quality of               2.9          B          2.7           B-
service by MDT five (5) years ago?
What grade would you give MDT on overall quality of
                                                                 2.6         B-          2.3           C+
planning to meet statewide transportation needs?

What grade would you give MDT for its responsiveness
                                                                 2.3         C+          2.0           C
to outside ideas and concerns from customers?

What grade would you give MDT on its efforts to keep
customers fully informed of all relevant information and
                                                                 2.7         B-          2.4           C+
upcoming decisions related to the transportation
system?
What grade would you give MDT on the extent of
inconvenience cause by construction and/or                       2.4         C+          2.4           C+
maintenance projects?

                                                  Table 4a

                                            2003 Stakeholder Survey
                                                       9
BICYCLE AND PEDESTRIAN                         Transportation System Satisfaction
STAKEHOLDER GROUP                                     Using a scale of one to ten, the
                                               bicycle/pedestrian stakeholder group
Stakeholders                                   rated many areas of the transportation
       This group is represented by            system lower than the general public.
various bicycle and pedestrian interests       Figure 4 shows the comparison of the
from across Montana. Stakeholders              stakeholder group to the public. There
include representatives from: bicycling        were a few components of similarity in
clubs, community development groups,           satisfaction such as interstate highways,
bicycle/pedestrian advisory boards,            other major highways, airports, and
county planning offices, Cops on Bikes,        freight rail services.
and city park and recreation
organizations. Surveys were also mailed             At least half or more of the respon-
to Montana residents who had requested      dents answered the survey as “don’t
they be included on MDT’s bicycle/          know” or “not applicable” on the following
pedestrian mailing list.                    system areas:
                                            ♦ Bus depots
Response Rate                               ♦ Freight rail service
      Seventy-eight survey packages         ♦ Buses between cities/towns
were mailed to this group. One survey       Bicycle pathways, pedestrian walkways,
was returned without a forwarding           and buses between cities/towns are the
address. Twenty people responded and        areas of least satisfaction and
completed the survey for a response rate significantly lower than the response from
of 26%. A 26% response rate is              the public. The overall satisfaction with
considered average for this type of survey. Montana’s transportation system (5.32)
                                            for this group improved significantly from
                                            previous years, even though it was still
                                        Figure 4
                            Bicycle/Pedestrian Group
                                  Syste m Satisfaction                    Stakeholder
             10
              9                                                           Public
              8
              7
     scale




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              5
              4
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                                   2003 Stakeholder Survey

                                             10
                                           Im
                                             pr                                                                                                                                                                                                                                                           In
                                                   ov                                                                                                                                                                                                                                                       te
                                                      e                                                                                                                                                                                                                                                        r st
                                                          in                                                                                                                                                                                                                                          O




                                                                                                                                                                                                                                                (6.27).
                                                            te                                                                                                                                                                                                                                            th        at
                                                                                                                                                                                                                                                                                                                       e
                                                                                                                                                                                                                                                                                                                                              scale
                                                              rs                                                                                                                                                                                                                                            er
                                                                  ta                                                  priority                                                                                                                                                                                 m
                                                                                                                                                                                                                                                                                                                          hi
                                      E




                                                                                                          Low
                                                       Im            te                                                                                                                                                                                                                                                       gh




                                                                                                                                             High
                                                                                                                                                                                                                                                                                                                                               1
                                                                                                                                                                                                                                                                                                                                               2
                                                                                                                                                                                                                                                                                                                                               3
                                                                                                                                                                                                                                                                                                                                               4
                                                                                                                                                                                                                                                                                                                                               7
                                                                                                                                                                                                                                                                                                                                               8
                                                                                                                                                                                                                                                                                                                                               9
                                                                                                                                                                                                                                                                                                                                              10
                                                                                                                                                                                                                                                                                                                                  w




                                                                                                                                                                                                                                                                                                                                               5
                                                                                                                                                                                                                                                                                                                                               6
                                         ns                             /m                                                                                                                                                                                                                                         aj
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                                         ed              eq             h            hi
                                                                          er            gh                                                                                                                                                                                                                                        w




                                                                                                          1.0
                                                                                                                1.5
                                                                                                                2.0
                                                                                                                      2.5
                                                                                                                      3.0
                                                                                                                            3.5
                                                                                                                                  4.0
                                                                                                                                  4.5
                                                                                                                                        5.0
                                             uc             ua                               w
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     2003 Stakeholder Survey
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                                                                                                                                                                                                                                                                                                                                                                                           Bicycle/Pedestrian Group - History




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                                                                                                                                    Public

                                                                                                  ...
                                                                                                                                                                                                           Figure 4a). Satisfaction with buses be-
                                                                                                                                                                                                                                                                                                                                                      1997
                                                                                                                                                                                                                                                                                                                                                             1999
                                                                                                                                                                                                                                                                                                                                                                    2001
                                                                                                                                                                                                                                                                                                                                                                                           2003




                                                                                                                                                                                                           tween cities/towns dropped the most in
                                                                                                                                                                                                           similar pattern as in previous years (see
                                                                                                                                                                                                           transportation system in 2003 followed a



                                                                                                                                                                                                           2003. It is also the transportation system



                                                                                                                                                Stakeholder
                                          Bicycle/Pedestrian Group


component that most respondents did not are listed below from each year the survey
know enough about to rate.              was conducted.

Actions to Improve the Transportation                 2003 Top Priorities:
System                                                1] Ensure adequate pedestrian facilities
       In both surveys, respondents were              2] Ensure adequate bicycle facilities
asked to prioritize actions that could be             3] Improve transportation safety
taken by MDT to improve the
transportation system in Montana. These               2001 Top Priorities:
actions were rated on a five point scale of:          1] Ensure adequate bicycle facilities
-1- “Very low priority”                               2] Ensure adequate pedestrian facilities
-2- “Somewhat low priority”                           3] Reduce single occupancy vehicle use
-3- “Medium priority”
-4- “Somewhat high priority”                          1999 Top Priorities:
-5- “Very high priority”                              1] Ensure adequate bicycle facilities
Figure 5 compares mean priority scores                2] Ensure adequate pedestrian facilities
between the two surveys.                              3] Improve other roads/streets

        The bicycle/pedestrian group                  1997 Top Priorities:
priority scores fluctuated greatly com-               1] Ensure adequate pedestrian facilities
pared to the public scores. Significant               2] Ensure adequate bicycle facilities
variances in priorities were observed for             3] Reduce single occupancy vehicle use
the following actions:
Higher priority                                     Actions to Improve Roadways
♦ Ensure adequate pedestrian facilities                      Seven questions were asked of re-
   (4.65)                                           spondents to explore their attitudes about
♦ Ensure adequate bicycle facilities                possible MDT actions to improve road-
   (4.55)                                           ways. Table 6 shows the mean scores for
♦ Reduce the air quality impacts of road            the bicycle/pedestrian group. To see a
   use (4.00)                                       comparison of all the stakeholder group’s
♦ Reduce single occupancy vehicle use               and public’s scores, refer to Table 2 on
   (3.37)                                           page six. The possible actions were rated
                                                    on a priority scale of:
        As mentioned earlier in this report, -1- “Very low priority”
the questions concerning improvements               -2- “Somewhat low priority”
to the transportation
system were changed                 Possible Actions to Improve Roadways                        Mean Score
for the 2003 survey.
These changes to the      Increase roadway shoulder widths to accommodate bicyclists               4.70
scale and questions do
                          Wider roadways                                                           4.00
not allow for a direct
comparison of the         More pavement markings (i.e. shoulder lines, lane arrows)                3.25
2003 survey with those More traffic signals and left turn bays                                     3.00
conducted previously.
                          More guard rails and crash cushions                                      2.80
To provide some infor-
mation concerning         More directional/informational (i.e. stop signs, route markers) signs    2.65
trends the top three
priorities for the bicy-  More illumination (lighting) of roadways                                 2.50
cle/pedestrian group
                                                               Table 5
                                          2003 Stakeholder Survey

                                                    12
                                                  Bicycle/Pedestrian Group


-3- “Medium priority”                                               could be impacted by travel plan
-4- “Somewhat high priority”                                        changes and construction should be
-5- “Very high priority”                                            informed by mail at least six months
                                                                    in advance of projects.
       ‘Increase roadway shoulder widths
to accommodate bicyclists’ received a very ♦                        E-mail to agency stakeholders
high rating with this stakeholder group,
which is not surprising, since this is an  ♦                        Spring/fall local public meetings to
area of interest for this group.                                    inform public as to what is planned,
                                                                    time line, down times, estimated com-
Awareness of Information Sharing                                    pletion dates, etc…
      Informing the public is important
to MDT. As a way to determine how well                          ♦   You are doing a great job on notifica-
current practices of public involvement                             tion and public comment and TV spots
are working, respondents were asked
about their knowledge of these practices.                       ♦   Flyers

       Table 7 shows that the top four      MDT Customer Service and
public notification practices known to this Performance
group are the Newsline, special mailings,          Respondents were also given the
newspaper articles, and radio updates.      opportunity to grade MDT on various as-
                                            pects of customer service (see Table 8).
       Respondents were also given the      Since this was the second year to ask
opportunity to give comments and sugges- these questions, a comparison between
tions on other ways of public information the two years can be seen in Table 9. The
sharing that MDT could use. The com-        stakeholder group graded slightly lower or
ments received are listed below.            the same as the public. However, they
♦ I believe in urban areas, landowners      gave higher grades this year than they did
    and business owners whose business in 2001.

                                                                                                As with
 Public Notification and Information Sharing Practices                  Yes       No     the previous sur-
                                                                                         vey questions,
 Construction project public meetings                                   70.0%    30.0%
                                                                                         respondents had
 Newspaper advertisements for public meetings                           75.0%    25.0%   the chance to
 Press releases                                                         65.0%    35.0%   give suggestions
 Special mailings                                                       80.0%    20.0%   or comments on
                                                                                         MDT’s customer
 Statewide Transportation Improvement Programs (STIP) publication       70.0%    30.0%   service. The com-
 Newsline- MDT's quarterly newsletter                                   85.0%    15.0%   ments are listed
                                                                                         below.
 Public service announcements on radio, TV, and billboards              75.0%    25.0%
                                                                                         ♦ I have been
 Montana & the Sky- Aeronautics Division's monthly newsletter           15.0%    85.0%   very impressed
 MDT internet web site                                                  60.0%    40.0%   with the work of
 Newspaper articles                                                     80.0%    20.0%   Carol Strizich,
                                                                                         bike-ped coordi-
 Radio updates of current projects in area                              80.0%    20.0%
                                                                                         nator, but wish
 Weekly meetings for construction projects in urban areas               30.0%    70.0%   she received
                                             Table 6                                     more support

                                                  2003 Stakeholder Survey

                                                             13
                                                   Bicycle/Pedestrian Group


                                                                                    Mean Scores and Grades
                  Customer Service Grades
                                                                               Bike/Ped                   Public
How would you grade MDT's overall performance during the past
                                                                         2.4              C+        2.6            B-
year?

What grade would you give MDT on the quality of service it provides?     2.6              B-        2.7            B-


Overall, how would you grade the current quality of service provided
                                                                         2.6              B-        2.9            B
by MDT compared to the quality of service by MDT five (5) years ago?

What grade would you give MDT on overall quality of planning to
                                                                         2.3              C+        2.5            B-
meet statewide transportation needs?
What grade would you give MDT for its responsiveness to outside
                                                                         1.7              C-        2.3            C+
ideas and concerns from customers?
What grade would you give MDT on its efforts to keep customers
fully informed of all relevant information and upcoming decisions        2.6              B-        2.5            B-
related to the transportation system?
What grade would you give MDT on the extent of inconvenience
                                                                         2.5              B-        2.4            C+
cause by construction and/or maintenance projects?
What grade would you give MDT on its overall highway maintenance
                                                                         2.4              C+        2.6            B-
and repair?
How would you grade MDT's performance on new highway
                                                                         2.5              B-     *not asked
construction?
Overall, what grade would you give MDT on the convenience of
                                                                         2.6              B-        2.6            B-
travel through construction zones?
What grade would you give MDT on its public notification process for
                                                                         2.5              B-        2.5            B-
construction projects in your area?

                                         Table 7
    from MDOT. Also I hope that de-               and pedestrians.
    spite the current state budget cuts
    that MDOT doesn’t cut back on its        ♦ I would like to see all new highway
    own efforts to promote alternative           construction include a bike path.
    transportation and safety of cyclists

                                                                                   Mean Scores and Grades
            Customer Service Grades- History
                                                                         2003 Stakeholder          2001 Stakeholder
How would you grade MDT's overall performance during the past
                                                                         2.4              C+        1.8            C-
year?

What grade would you give MDT on the quality of service it provides?     2.6              B-        1.8            C-


Overall, how would you grade the current quality of service provided
                                                                         2.6              B-        2.2            C
by MDT compared to the quality of service by MDT 5 years ago?

What grade would you give MDT on overall quality of planning to
                                                                         2.3              C+        1.7            C-
meet statewide transportation needs?
What grade would you give MDT for its responsiveness to outside
                                                                         1.7              C-        1.5            C-
ideas and concerns from customers?
What grade would you give MDT on its efforts to keep customers
fully informed of all relevant information and upcoming decisions        2.6              B-        1.8            C-
related to the transportation system?
What grade would you give MDT on the extent of inconvenience
                                                                         2.5              B-        2.2            C
cause by construction and/or maintenance projects?

                                                          Table 7a
                                                    2003 Stakeholder Survey

                                                               14
                                     Bicycle/Pedestrian Group


♦   On new construction projects, please              unchipped. As a cyclist who rides that
    keep bicyclists in mind.                          loop 4 times a week, now it is rough
                                                      and unswept on shoulders. And by
♦   I don’t think the middle left turn lanes          raising the road surface (with chip
    are a good idea. People pull into the             seal) it actually diminishes the virtu-
    left turn lanes to enter traffic. The             ally non-existent area to ride (on top of
    rumble strips force bicyclists to ride in         fog line). In other words before one
    the traffic.                                      could cycle slightly to the right of the
                                                      fog line, now one has to ride on top of
♦   Let us know what is planned. Actual,              the fog line. Diminished space + red-
    estimated starting date and revisions,            neck drivers = accidents.
    keep actual disruptions in business
    areas to an absolute minimum. Re-            ♦    I appreciate being able to work, from
    member the public is your boss!                   time to time with MDT Great Falls Di-
                                                      vision. An example of their responsive-
♦   Please develop and maintain more pe-              ness: last Friday I became aware of a
    destrian/bicycle facilities                       potential conflict between a planned
                                                      guardrail improvement and a paved
♦   As stated earlier, MDT needs to look at           bike pedestrian linkage from River’s
    more than concrete and asphalt in                 Edge Trail to a well-used parking area
    roadway construction. You need to                 along Giant Springs Road. Our engi-
    consider what the end product will                neer and contractor weren’t really sure
    look like. I have heard many com-                 of what was needed so I called Dave
    ments that say Montana has the                    Kelly about 3 pm. He said they could
    ‘ugliest’ roads in the nation.                    come out to the side and consult on
                                                      Monday. Sure enough, right after 8:00
♦   Need to work on more and better qual-             am, Dave called, two MDT folks came
    ity rest stops-more need to be open               out and got us on the right track.
    year round. Combine these with inter-             That’s service!
    pretive centers-make them places peo-
    ple want to stop this can also add to  ♦          You probably gather from my re-
    highway safety. Thanks for this oppor-            sponses that I’m a bicyclist. I’m in the
    tunity                                            resort business, live, and work off of
                                                      191. We all know what beautiful but
♦   I’d be curious as to the statistical              dangerous road this is and maybe too
    proof behind why we chip-seal roads               late (and confining because of the ter-
    in Montana (growing up in New Eng-                rain) but with any new projects the
    land-I never saw this). The usual ra-             budget should always include a bicy-
    tionale I hear is it prolongs the life of         cle lane. Thank you for your time.
    the asphalt and enhances grip in win-
    ter. I would really like to see some sta- ♦       Please help cities make walking and
    tistical evidence of this-I don’t buy it.         biking safe and convenient.
    Exhibit A: Silver City to Marysville
    turn-off-virtually all the chip seal is   ♦       Transportation needs to be diversified,
    gone after maybe a year. Plows scrape             not just cars and airplanes. We need
    it off etc…it seems a waste. Point 2:             rail, bikes, and other alternatives to
    Silver City to Lincoln Road Market                just cars and planes. Hiking and bike
    (Bob’s) recently chip sealed after at             trails, many sidewalks are important
    least a year of being smooth and                  to our health as well as other kinds of

                                     2003 Stakeholder Survey
                                                15
                                    Bicycle/Pedestrian Group



    pubic shared transit, especially RAIL.            jects) interface. Rumble strips and
                                                      overlay projects are good; they should
♦   Poor job with this (radio updates of              consider bicycles and move the rumble
    current projects in area)                         strips more to the left giving cyclists
                                                      room to the right on the sideline. Over-
Transportation Issues Comments                        lay projects should extend across the
       The bicycle/pedestrian group had               shoulder and taper off NOT abruptly
the opportunity to provide additional in-             end.
put on transportation issues important to
them but not addressed specifically in the ♦ In Billings we have abandoned core city
survey. Listed below are the comments        streets in favor of sprawl for box stores.
received.                                    We need more trails for bikes and pe-
♦ Railroad crossing on Montana Ave. by       destrians and more sidewalks.
   malfunction junction should have been
   done.                                   ♦ As I wrote on this survey in past, bike
                                             paths are not nearly as safe, appealing
♦ Remove rumble strips                       as simply widening roads so they have
                                             a shoulder. This permits cyclist to
♦ Landscaping along highways and road-       move safely with flow of traffic. Green
   ways-need to improve the aesthetics of    Meadow Drive is a perfect example-why
   our roadways                              only there?

♦   Montana is nowhere economically.         ♦         Look at recent paving on N Montana
    Transportation is so traditional and               out by Lincoln Road. A perfectly
    predictable. To truly make our mark,               golden opportunity to widen road-you
    we should go so completely outside the             are not going to get any alterna-
    box, so far ahead of the curve that once           tive/bike commuters from N. of Lin-
    we did something like set up high                  coln Roads when it’s so unappealing
    speed train service we would ultimately            to walk/ride into town. Why is what
    become the leaders-not the follower.               they do in Europe so difficult for us?

♦   Roundabouts, multimodal LOS                  ♦    Highway 93 overlay North of Whitefish
                                                      summer of 2003 gets an F for public
♦   How bicycles and automobile safety                notification
    feature (i.e. rumble strips) and road im-
    provements (i.e. sloppy overlay pro-




                                                     NOTE: All comments appearing in
                                                       the surveys were included in this
                                                       report.




                                     2003 Stakeholder Survey
                                                16
ECONOMIC DEVELOPMENT                         components lower than the general
STAKEHOLDER GROUP                            public. Figure 6 shows the comparison of
                                             this stakeholder group to the public. City
Stakeholders                                 streets, airports, bicycle pathways, and
       This was a new stakeholder group      both air service within and outside of
in the 2001 Stakeholder Survey. The          Montana were rated similar to the public
group includes various economic              responses.
development interests from across
Montana. Stakeholders include                   The economic development group
representatives from economic            was most satisfied with interstate
development associations, business       highways and airports and were
organizations, local development         dissatisfied with bus depots, local transit
corporations and associations.           systems, intercity bus services, taxis, and
                                         transit for elderly/disabled. The overall
Response Rate                            satisfaction with Montana’s
        Fifty-seven survey packages were transportation system for this stakeholder
mailed to this group. Nineteen people    group (6.47) is higher than the public’s
responded and completed the survey for a overall satisfaction (6.27).
response rate of 33%. A 33% response
rate is considered good for this type of        The respondents gave similar
survey.                                  scores to most of the transportation sys-
                                         tem components this year compared to
Transportation System Satisfaction       2001, except for both air transportation
        The economic development         services within and outside of Montana
stakeholder group rated nine out of      which increased significantly in satisfac-
sixteen transportation system            tion (see Figure 6a.)

                                       Figure 6
                       Economic Development Group
                                                                       Stakeholder
                               System Satisfaction
                10                                                     Public
                 9
                 8
                 7
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                                 2003 Stakeholder Survey

                                           17
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                                       u            #             w




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                                                                                                                                                                                                                                  and ‘Very high priority’ coded as five.
                                                                                                                                                                                                                                                                                                                                       2001
                                                                                                                                                                                                                                                                                                                                       2003




                                                                                                 ..
                                                                                                                                                                                                                                  Figure 7 compares mean priority scores
                                                                                                                                                                                                                                  five. ‘Very low priority’ was coded as one,
                                                                                                                                                                                                                                  actions were rated using a scale of one to




                                                                                                                                                                     Stakeholde r Group
                                                                                                                                                                                                                                  transportation system in Montana. These
                                           Economic Development Group



between the stakeholder                         Possible Actions to Improve Roadways             Mean Score
and telephone surveys.
                                    Wider roadways                                                  4.03
       The top priorities for More traffic signals and left turn bays                      3.84
this group in 2003 were        More pavement markings                                      3.61
improve the physical con-
                               More guard rails and crash cushions                         3.32
dition of interstate high-
ways and major highways,       Increase roadway shoulder widths to accommodate bicyclists  3.26
improve the physical con-      More directional/informational signs                        3.06
dition of other roads/
                               More illumination (lighting) of roadways                    2.89
streets, support efforts to
increase air service, and                                           Table 8
improve transportation safety. Two of
these top priorities are the same as the                 ing lanes, don’t need four-lanes just
top priorities from the 2001 survey.                     passing lanes.

Group Specific Questions                               ♦ Ongoing highway maintenance
       Some of the stakeholder groups
were asked questions specific to their ar- ♦ Some new designs will not accommo-
eas of interest and/or business to gain                    date trucks and if trucks cannot de-
further insight on specific needs or areas                 liver goods the economy will suffer.
of concern. The economic development
group was one of these groups. They were Actions to Improve Roadways
asked if there are any physical barriers on                     Survey respondents were asked
Montana’s transportation system that im- questions on possible MDT actions to im-
pacts their business. Sixty-five percent of prove Montana’s roadways (see Table 8 ).
the respondents said there were no barri- The possible actions were rated on a pri-
ers and thirty-five percent felt there were ority scale of:
barriers. Listed below are the physical                -1- “Very low priority”
barriers men-
tioned by the        Public Notification and Information Sharing Practices         Yes       No
economic devel-
opment stake-        Construction project public meetings                         83.3%     16.7%
holder group.        Newspaper advertisements for public meetings                 88.9%     11.1%
♦ No rail com-
                     Press releases                                               77.8%     22.2%
    petition
                      Special mailings                                                   66.7%      33.3%
♦   Traffic divider   Statewide Transportation Improvement Programs (STIP) publication   50.0%      50.0%
    in front of
    business          Newsline- MDT's quarterly newsletter                               66.7%      33.3%
    when it could     Public service announcements on radio, TV, and billboards          88.9%      11.1%
    have been a       Montana & the Sky- Aeronautics Division's monthly newsletter       22.2%      77.8%
    left turn lane
                      MDT internet web site                                              83.3%      16.7%
    or a turn lane
    period (i.e.      Newspaper articles                                                 88.9%      11.1%
    North Main        Radio updates of current projects in area                          77.8%      22.2%
    Helena).          Weekly meetings for construction projects in urban areas           33.3%      66.7%

♦   Lack of pass-                                                 Table 9

                                              2003 Stakeholder Survey

                                                        19
                                                 Economic Development Group


                                                                                   Mean Scores and Grades
                 Customer Service Grades
                                                                        Economic Development             Public
How would you grade MDT's overall performance during the past
                                                                          2.9          B           2.6            B-
year?

What grade would you give MDT on the quality of service it provides?      2.8          B-          2.7            B-


Overall, how would you grade the current quality of service provided
                                                                          3.1          B           2.9            B
by MDT compared to the quality of service by MDT five (5) years ago?

What grade would you give MDT on overall quality of planning to
                                                                          2.4          C+          2.5            B-
meet statewide transportation needs?
What grade would you give MDT for its responsiveness to outside
                                                                          2.2          C           2.3            C+
ideas and concerns from customers?
What grade would you give MDT on its efforts to keep customers fully
informed of all relevant information and upcoming decisions related       2.6          B-          2.5            B-
to the transportation system?
What grade would you give MDT on the extent of inconvenience
                                                                          2.2          C           2.4            C+
cause by construction and/or maintenance projects?
What grade would you give MDT on its overall highway maintenance
                                                                          2.6          B-          2.6            B-
and repair?
How would you grade MDT's performance on new highway
                                                                          2.2          C        *not asked
construction?
Overall, what grade would you give MDT on the convenience of travel
                                                                          2.6          B-          2.6            B-
through construction zones?
What grade would you give MDT on its public notification process for
                                                                          2.6          B-          2.5            B-
construction projects in your area?

-2- “Somewhat low priority”                              Table 10
-3- “Medium priority”                                                    Table 9 (on the previous page)
-4- “Somewhat high priority”                                      shows that newspaper advertisements for
-5- “Very high priority”                                          public meetings, public service announce-
                                                                  ments, and newspaper articles are the
       The respondents in the economic                            three techniques this stakeholder group
development group gave most actions a                             was most familiar with.
medium priority rating. ‘Wider roadways’
was the highest priority (4.03) while ‘More                               Respondents were also asked for
illumination of roadways’ (2.89) was the                          suggestions and comments on public in-
lowest rated action. These two actions                            formation sharing. The comments are
had the same level of importance for the                          listed below.
public in the 2003 Public Involvement                             ♦ MDT does enough to notify the public
Telephone Survey.
                                                                  ♦    E-mail lists-please don’t use billboards
Awareness of Information Sharing
      For the first time, respondents                             ♦    Better inform the public on where the
were asked about their awareness of                                    public information can be located
MDT’s public notification practices.
Twelve frequently used public information                         MDT Customer Service and
sharing practices were listed and respon-                         Performance
dents answered whether they knew about                                   For the second time, the stake-
them or not.                                                      holder survey asks for the opinion of this


                                                   2003 Stakeholder Survey

                                                               20
                                                Economic Development Group


                                                                                  Mean Scores and Grades
            Customer Service Grades - History
                                                                         2003 Stakeholder         2001 Stakeholder

How would you grade MDT's overall performance during the past
                                                                         2.9           B          2.6          B-
year?

What grade would you give MDT on the quality of service it provides?     2.8           B-         2.6          B-


Overall, how would you grade the current quality of service provided
                                                                         3.1           B          2.5          B-
by MDT compared to the quality of service by MDT 5 years ago?

What grade would you give MDT on overall quality of planning to
                                                                         2.4          C+          2.1          C
meet statewide transportation needs?

What grade would you give MDT for its responsiveness to outside
                                                                         2.2           C          1.5          C-
ideas and concerns from customers?

What grade would you give MDT on its efforts to keep customers fully
informed of all relevant information and upcoming decisions related      2.6           B-         2.1          C
to the transportation system?

What grade would you give MDT on the extent of inconvenience
                                                                         2.2           C          2.4          C+
cause by construction and/or maintenance projects?


                                        Table 10a
group regarding various aspects of                 forth to complete projects in a
MDT’s performance and customer service.         timely manner. Safety concerns are
The results can be seen in Table 10. The        sometimes above and beyond. Is it
respondents were asked to grade eleven          necessary to slow to 35 mph with a
general areas of customer service using         survey crew standing 100 feet off of
an A through F scale with an option to          the roadway?
indicate if unknown. The economic devel-
opment group gave MDT similar grades         ♦ Use employee’s voices on PSA’s. This
compared to what the public did. In 2003,       will put a face on the ‘statue’ that
the economic development group gave             holds the flagger paddles.
slightly higher customer service grades
(see Table 10a) than they did in the 2001 ♦ More timely communication and reac-
survey.                                         tion planning on necessary or essen-
                                                tial improvement to urban systems
Customer Service Comments                       and better control through cooperative
        As with the public involvement          planning strip commercial develop-
questions, respondents were given the op-       ments that impact urban systems (i.e.
portunity to give suggestions or com-           plan rather than react).
ments on MDT’s customer service. Com-
ments on customer service are listed be- Transportation Issues Comments
low.                                                Lastly, respondents were given the
♦ You’re doing the best you can overall.     opportunity to provide additional input on
    Your right of way and maintenance        transportation issues important to them,
    folks work hard for us users.            but not addressed specifically in the sur-
                                             vey. Listed below are the responses re-
♦ There is too much delay in completing ceived.
    projects. More effort should be put      ♦ Bike paths, jogger paths, what the hell



                                                   2003 Stakeholder Survey
                                                              21
                                   Economic Development Group



    we spending short gas tax dollars on              opportunity to move large number of
    them? I see more joggers then bikers              senior citizens into Billings (from
    (i.e. Hamilton, Stevensville & Mis-               Livingston to Glendive) for medical,
    soula area).                                      shopping, and visiting.

♦   Scenic-historic byways                       ♦    Too many times speed signs posted
                                                      35 mph (in construction zones) and
♦   Thank workers for us! We appreciate               not a sole in sight.
    their labor.
                                                 ♦    Mostly unsatisfied (with overall trans-
♦   More and better public transportation             portation system)-too much emphasis
    in cities and between cities.                     on highways and roads – need to look
                                                      closer at city development and non-
♦   Better bike and pedestrian ways.                  car transportation.

♦   Get increased rail and air competi-        ♦      Like the radio updates (about con-
    tion. Freight costs by rail is killing our        struction projects in area).
    business development and without
    more and cheaper air service, we will ♦           We need 4 lanes between Helena and
    always have a transportation disad-               Three Forks! Will we live to see the
    vantage.                                          day?

♦   Keep in mind the needs of the truck-         ♦    Bikers should pay!
    ing industry and their shippers when
    designing highways and routes                ♦    Too much focus on highways
    through cities and towns. They
    should be designed to accommodate            ♦    Too much (new highway construction)
    all vehicles.                                     need more work to preserve cities.

♦   Must keep the Essential Air Service in
    eastern Montana

♦   Improve/pave Highway 323

♦   Transportation Issues involving eco-
    nomic development are in pretty good
    shape. Keep up the good work!

♦   Increase passenger rail service in               NOTE: All comments appearing in the
    eastern Montana (old southern route)-              surveys were included in this report.




                                     2003 Stakeholder Survey
                                               22
ENVIRONMENTAL STAKEHOLDER                      less satisfied than the public with about
GROUP                                          half of the sixteen system components.
                                               The largest variances between the two
Stakeholders                                   groups were with bicycle pathways, pe-
        This group includes various envi-      destrian facilities, and local transit sys-
ronmental interests from across Mon-           tems. These are also the areas of least
tana. Stakeholders include representa-         satisfaction for this group. Passenger rail
tives from wilderness coalitions, wildlife     service (2.78) was the system component
associations, Audubon societies, preser-       that received the lowest score for this
vation coalitions, Sierra Club affiliates,     group and interstate highways have the
resource centers, and other groups and         highest rating of satisfaction (8.89). When
associations interested in environmental       asked to rate their overall satisfaction
issues.                                        with Montana’s transportation system,
                                               the environmental group respondents
Response Rate                                  were satisfied (5.88) with the overall sys-
      Fifty-three survey packages were         tem.
mailed to this stakeholder group. Ten
stakeholders (19%) participated in the              A comparison between the survey
survey. A 19% response rate is               satisfaction scores over the years (see Fig-
considered low for this type of survey.      ure 8a), shows a variety of results. The
                                             environmental stakeholder group has
Transportation System Satisfaction           consistently rated interstate highways,
       As illustrated in Figure 8, when      other major highways and airports high.
asked to rate their satisfaction (on a scale At the same time, this group has consis-
of one to ten) with various transportation tently scored bicycle pathways and pedes-
system components, respondents were          trian walkways low. Unlike the other

                                         Figure 8

                               Environmental Group
                                  System Satisfaction                        Stakeholder
              10                                                             Public
               9
               8
               7
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                                   2003 Stakeholder Survey

                                             23
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                                                                                                                                                                                                                          sample size was too small to use.
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                                                                                                                                                                                                                          sults were not compared because the
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24
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                                                                                                                                                                                                              Figure 9
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                                                                                                                                                                                                                                                                                                                                                                Environmental Group - History




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                                                                                                                                                                                                                                                                                                                            1999
                                                                                                                                                                                                                                                                                                                                   2001
                                                                                                                                                                                                                                                                                                                                            2003




                                                                                                                                                                                                                   MDT to improve the transportation sys-

                                                                                                                                                                           Actions to Improve the Transportation on a scale of one to five. Actions of ‘very
                                                                                                                                                                                                                         low priority’ were coded as one and


                                                                                                                                         Stakeholder
                                                                                                                                                                                                                           Respondents were asked to priori-


                                                                                                                                                                                                                   tem in Montana. These actions were rated
                                                                                                                                                                                                                   tize sixteen actions that could be taken by
                                           Environmental Group


actions of ‘very high priority’ were coded               from construction
as five. Figure 9 compares the mean prior-            2] Reduce environmental impact of high-
ity scores between the stakeholder group                 way maintenance
and the public. Significant variances in              3] Ensure adequate bicycle facilities
priorities from the public were observed
for most of the actions. This group tended            1997 Top Priorities:
to rate most of the actions as high (score            1] Ensure adequate pedestrian facilities
of four and above). The highest priority              2] Promote use of urban transit
ratings were given to the following ac-               3] Reduce air quality impacts of roadway
tions:                                                   use
♦ Reduce the air quality impacts of road
    use (4.78)                                        Actions to Improve Roadways
♦ Support efforts to preserve existing                       Seven questions were asked of re-
    passenger rail service (4.78)                     spondents about their attitudes on possi-
♦ Ensure adequate pedestrian facilities               ble actions that MDT could do to improve
    (4.75)                                            Montana’s roadways (see Table 11). The
‘Reduce traffic congestion by increasing              possible actions were rated on a priority
the capacity of the highway system’ (2.56)            scale of:
was ranked as the lowest priority action              -1- “Very low priority”
by this group.                                        -2- “Somewhat low priority”
                                                      -3- “Medium priority”
        The questions regarding improve-              -4- “Somewhat high priority”
ments to the transportation system were               -5- “Very high priority”
changed for the 2003 survey. To furnish
some trend analysis, the top three priori-                     Like the bicycle and pedestrian
ties for the environmental group are listed group, the respondents in the
below from each year the stakeholder sur- environmental group rated ‘increase road-
vey was done.                                        way shoulder widths to accommodate bi-
                                                     cyclist’ the highest. To see a comparison
2003 Top Priorities:                                 of all the stakeholder group’s and public’s
1] Reduce the air quality impacts of road scores, refer to Table 2 on page six.
    use
2] Support efforts for preserving passen- Awareness of Information Sharing
    ger rail service                                           The survey had a series of ques-
3] Ensure adequate pedestrian facilities             tions that asked the stakeholders about
                                                     their awareness of public involvement
2001 Top Priorities:                                 techniques that MDT uses. The results in
1] Minimize impacts on
                                       Possible Actions to Improve Roadways              Mean Score
    the environment from
    construction            Increase roadway shoulder widths to accommodate bicyclists      4.44
2] Reduce environ-          More pavement markings (i.e. shoulder lines, lane arrows)       4.11
    mental impact of
    highway maintenance More guard rails and crash cushions                                 3.67

3] Ensure adequate bi-      More traffic signals and left turn bays                         3.56
    cycle facilities        Wider roadways                                                  3.00

                               More directional/informational (i.e. route markers) signs   2.89
1999 Top Priorities:
1] Minimize the impacts        More illumination (lighting) of roadways                    2.44

   on the environments                                             Table 11

                                         2003 Stakeholder Survey

                                                    25
                                                     Environmental Group


Table 12, dem-     Public Notification and Information Sharing Practices                Yes         No
onstrate that
newspaper arti- Construction project public meetings                                    70%         30%
cles are the      Newspaper advertisements for public meetings                          50%         50%
most familiar     Press releases                                                        40%         60%
technique.
                  Special mailings                                                      60%         40%
Weekly meet-
ings for con-     Statewide Transportation Improvement Programs (STIP) publication      70%         30%
struction pro-    Newsline- MDT's quarterly newsletter                                  70%         30%
jects in urban    Public service announcements on radio, TV, and billboards             30%         70%
areas and the
Aeronautics Di- Montana & the Sky- Aeronautics Division's monthly newsletter             0%        100%

vision’s news-    MDT internet web site                                                 40%         60%
letter were not   Newspaper articles                                                    80%         20%
known about       Radio updates of current projects in area                             40%         60%
by any of the
stakeholders in Weekly meetings for construction projects in urban areas                 0%        100%

this group. The                                             Table 12
survey also asked for comments and sug-                                     public access to rivers and
gestions on other of public information                     streams, don’t ignore them.
sharing techniques that MDT could use.
The comments received are listed below.                 ♦ I think each city council person whose
♦ When groups and members of the                            district is affected by any actions
    public comment on the importance of                     should have to acknowledge receipt of
                                                                                    Mean Scores and Grades
                  Customer Service Grades
                                                                             Environmental                Public

How would you grade MDT's overall performance during the past year?        2.4           C+         2.6            B-


What grade would you give MDT on the quality of service it provides?       2.6           B-         2.7            B-


Overall, how would you grade the current quality of service provided
                                                                           2.7           B-         2.9            B
by MDT compared to the quality of service by MDT five (5) years ago?

What grade would you give MDT on overall quality of planning to meet
                                                                           2.3           C+         2.5            B-
statewide transportation needs?
What grade would you give MDT for its responsiveness to outside ideas
                                                                           1.6           C+         2.3            C+
and concerns from customers?
What grade would you give MDT on its efforts to keep customers fully
informed of all relevant information and upcoming decisions related        1.9           C          2.5            B-
to the transportation system?
What grade would you give MDT on the extent of inconvenience cause
                                                                           2.4           C+         2.4            C+
by construction and/or maintenance projects?
What grade would you give MDT on its overall highway maintenance
                                                                           2.8           B-         2.6            B-
and repair?
How would you grade MDT's performance on new highway
                                                                           2.4           C+      *not asked
construction?
Overall, what grade would you give MDT on the convenience of travel
                                                                           2.6           B-         2.6            B-
through construction zones?
What grade would you give MDT on its public notification process for
                                                                           2.3           C+         2.5            B-
construction projects in your area?

                                                          Table 13
                                                   2003 Stakeholder Survey

                                                               26
                                                     Environmental Group


    notice of projects in their district.                               heads examined and then held subject
                                                                        to legal recourse. You are living in the
MDT Customer Service and                                                past and your “so-called” environ-
Performance                                                             mental impact statement is outdated!
       The stakeholder survey asks the
opinion of the stakeholder group regard- ♦                              MDT does not give a damn about pub-
ing various aspects of MDT’s performance                                lic access at bridges and within road
and responsiveness to the public. The re-                               rights of way-why? It’s our gas tax dol-
spondents were asked to grade eight gen-                                lars that pay for everything-also part
eral areas of customer service using an A                               of our federal tax dollars.
through F scale with an option to indicate
if unknown (see Table 13). The environ-    ♦                            Need more notices of changed plans
mental group gave MDT some lower                                        and delays
grades compared to the public. However
they graded higher this year than they did ♦                            Let’s put kids safety in Missoula first-
in 2001 (see Table 13a).                                                make ped/bike thoroughfares a prior-
                                                                        ity complete with green spaces so kids
        Respondents were given the chance                               will use them. Try to ride your bike
to comment on MDT’s customer service.                                   from west side lanes to McCormick
The comments received are listed below.                                 Park’s public pool-was that safe? Also
♦ Your use of toxic herbicides on public                                keep up on progress on wildlife safe
    right of way places the public at great                             passage zones-road kill is getting ex-
    risk and places Montana ‘at the rear of                             cessive.
    the pack’ compared to other more
    enlightened states where herbicide use ♦                            The interstate system is well
    has been reduced and curtailed. Her-                                kept/maintained. I would like to see
    bicides do not work long term unless                                emphasis on widening roads, extra
    of course you are trying to kill things                             lanes on hills and turning lanes on
    in general, including youngsters. Your                              other highways and main arterials.
    decision makers ought to have their                                 The road from Valier west is probably

                                                                                     Mean Scores and Grades
            Customer Service Grades - History
                                                                            2003 Stakeholder         2001 Stakeholder

How would you grade MDT's overall performance during the past year?         2.4          C+          2.4          C+


What grade would you give MDT on the quality of service it provides?        2.6          B-          2.4          C+


Overall, how would you grade the current quality of service provided
                                                                            2.7          B-          2.3          C+
by MDT compared to the quality of service by MDT 5 years ago?

What grade would you give MDT on overall quality of planning to meet
                                                                            2.3          C+          2.2          C
statewide transportation needs?
What grade would you give MDT for its responsiveness to outside ideas
                                                                            1.6          C+          1.6          C
and concerns from customers?
What grade would you give MDT on its efforts to keep customers fully
informed of all relevant information and upcoming decisions related         1.9          C           1.9          C
to the transportation system?
What grade would you give MDT on the extent of inconvenience cause
                                                                            2.4          C+          2.7          B-
by construction and/or maintenance projects?

                                                         Table 13a

                                                   2003 Stakeholder Survey

                                                               27
                                      Environmental Group


    the worst stretch of highway in east-        ♦    American Wildlands main concern
    ern Montana. The new road construc-               with Montana’s highway/interstate
    tion there is long overdue but very               system has to do with the impacts
    welcome. Rest stops are very impor-               highways/interstates have on wildlife.
    tant, it will be unfortunate to lose the          I think that MDT has taken steps to
    I-15 rest stop on the Teton River as              start to address this issue, but it still
    currently planned.                                has a lot of work to do.

Transportation Issues Comments            ♦           Missoula streets are in rough shape
        Respondents were asked to provide             and the city is putting down/widening
additional input on transportation issues             too many roads. Asphalt is made from
important to them and any other com-                  oil, it off gasses and it is highly toxic.
ments or suggestions. These comments                  Need more bicycle pathways, but not
are listed below.                                     made of asphalt! Too few trees, more
♦ Too bad you can’t help with county                  greenery is needed overall! Some good,
   maintained roads-pot holes stay for                some poor (rest areas)-too many idling
   weeks, vegetation blocks views.                    diesel trucks! I’d love to see more rail
                                                      service and more people using trains.
♦   I have a complaint about road con-
    struction warning signs being left up  ♦          In general, sidewalks use up space
    for days, sometimes weeks (Hamilton)              that could be used to grow trees. Stop
    when there’s no construction going on.            the idling truck use of rest areas! This
    This teaches people to ignore them.               equation is flawed, more/wider roads
                                                      = more traffic and congestion (see LA,
♦   Addressing the impacts that our                   SF, & Chicago)
    transportation system has on the envi-
    ronment, specifically wildlife.        ♦          No more asphalt. Don’t use asphalt
                                                      (on new highway construction).
♦   Vehicle emission enforcement using
    Dr. Donald Stedman’s equipment-it is         ♦    Construction project public meetings-
    the best (see University of Colorado,             in my experience they are WORTH-
    Denver).                                          LESS, contractors/developers get their
                                                      way regardless of neighborhood con-
♦   Better access to bridges within road              cerns.
    right of ways

♦   Safe crossings for children on Russell
    Street (Broadway to 4th)

♦   Infill driveways impacting small roads-
    make developers pay for such (see
    1800 block of Wyoming-dangerous)

♦   Funding allocations to urban areas
    increased to promote viable economic              NOTE: All comments appearing in the
    development. Shift away from district               surveys were included in this report.
    funding to economic centers.



                                     2003 Stakeholder Survey

                                               28
INTERMODAL FREIGHT                               followed a similar pattern, except the in-
STAKEHOLDER GROUP                                termodal group was more satisfied with
                                                 passenger rail service than the public.
Stakeholders
       Various intermodal and freight in-       As seen in Figure 10, the stake-
terests from across Montana were in-     holder group ranked interstate highways
cluded in this group. Stakeholders in-   as their highest area of satisfaction, while
cluded representatives from trucking, airbuses between cities and taxis ranked the
                                         lowest. When compared to past surveys,
freight, rail freight, and freight forwarding
industries and associations.             the respondents in 2003 expressed higher
                                         levels of satisfaction with passenger rail
Response Rate                            and freight rail services (see Figure 10a).
       Survey packages were mailed to    When asked to rate their overall satisfac-
108 representatives of this group. One   tion with Montana’s transportation sys-
survey was returned without a forwarding tem, the intermodal freight group was
address. Twenty-eight surveys were com- more satisfied (6.65) than the public (6.3)
pleted and mailed back for a response    and gave the second highest overall satis-
rate of 26%, which is close to the same  faction ratings than any stakeholder
response rates from the 1997 and 2001    group. The county commission group the
surveys.                                 highest overall satisfaction score.

Transportation System Satisfaction               Actions to Improve the Transportation
       When asked to rate their satisfac-        System
tion on a scale of one to ten with various             In both surveys, respondents were
transportation system components, the            asked to prioritize sixteen actions that
intermodal group and the general public          could be taken by MDT to improve the
                                                 transportation system in Montana. The
                                         Figure 10
                              Intermodal Freight Group
                                    System Satisfaction                      Stakeholder
                10
                                                                             Public
                 9
                 8
                 7
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                                     2003 Stakeholder Survey

                                                29
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     2003 Stakeholder Survey
                                                     #




                                                                                                                                              System Priorities
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                                                                                                                                                                                                                                                                                                                                                                                     Intermodal Freight Group - History




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                                                                                               ..                                                                                                                                                                                                                                ed
                                                                                                                                                                                                                                            tween the two surveys. The intermodal
                                                                                                                                                                                                                                                                                                                                                 1997
                                                                                                                                                                                                                                                                                                                                                        1999
                                                                                                                                                                                                                                                                                                                                                               2001
                                                                                                                                                                                                                                                                                                                                                                                          2003




                                                                                                                                                                                                                                            freight respondents gave higher priority




                                                                                                                                                Stakeholder
                                                                                                                                                                                             coded as one and actions of ‘very high pri- ratings to ten out of the sixteen actions.
                                                                                                                                                                                                                                            Some of these actions were given signifi-
                                                                                                                                                                                                                                                   cantly higher priority ratings than
                                          Intermodal Freight Group


what the public gave. They include the                    condition of the interstates and major
following:                                                highways
♦ Supporting efforts to increase the                   2] Improve the physical condition of
    availability of scheduled air service                 other roads and streets
    (3.96)                                             3] Improve highway maintenance
♦ Regulating the number of highway ap-
    proaches and driveways to preserve           The priorities of this stakeholder group
    transportation corridors (3.61)          have been fairly consistent over the years.
♦ Improving rest areas (4.04)                Improving the condition of roads is still
                                             very important to this group along with
    As mentioned earlier in this report, the transportation safety and rest areas.
the questions concerning actions to im-
prove the transportation system were         Group Specific Questions
changed for the 2003 surveys. These              Some of the stakeholder groups were
changes to the scale and questions does      asked questions specific to their areas of
not allow for a direct comparison of the     interest and/or business to gain further
2003 survey with those survey conducted insight on specific needs or areas of con-
previously. To provide some information      cern. The intermodal freight group was
concerning trends, the top three priorities one of these groups. One question they
for the intermodal freight group are listed were asked is if there are any physical
below from each year the survey was con- barriers on Montana’s transportation sys-
ducted.                                      tem that impacts their business. Eighty-
                                             three percent of the respondents said
2003 Top Priorities:                         there were no barriers and seventeen per-
1] Improve the physical condition of         cent felt there were barriers. Listed below
    other roads and streets                  are the physical barriers mentioned by
2] Improve transportation safety             the intermodal freight stakeholder group.
3] Improve rest areas                        ♦ Access road from I-15 to Port of Mon-
                                                 tana
2001 Top Priorities:
1] Improve the physical condition of         ♦ Highway 93- needs 4 lanes and/or
    other roads and streets                      passing lanes
2] Improve the physical condition of the
    interstates and major highways           ♦ Spring weight restrictions and some
3] Increase capacity due to growth               bridges

1999 Top Priorities:                             ♦ Highway 93
1] Improve the physical condition of
   other roads and                                         This stakeholder group was also
   streets                  Satisfaction with Weigh Station and Port-of-Entry
2] Improve the physical                                                                      Mean Score
                                                     Facilities
   condition of the in-
                         Length of entry/exit ramps or lanes                                    6.74
   terstates and major
   highways              Use of technology to improve weigh station/port-of-entry efficiency    6.74
3] Improve highway       Parking accommodations                                                 6.04
   maintenance
                              Access to restrooms at weigh station/port-of-entry               5.00

1997 Top Priorities:          Lighting                                                         6.21
1] Improve the physical
                                                                    Table 14
                                          2003 Stakeholder Survey

                                                    31
                                           Intermodal Freight Group



asked to rate their sat-               Possible Actions to Improve Roadways                   Mean Score
isfaction with weigh
                              Wider roadways                                                     4.15
stations and port-of-
entry facilities and to       More traffic signals and left turn bays                            3.89
give comments or rec-         More pavement markings (i.e. shoulder lines, lane arrows)          3.82
ommendations on Mon-
                              More guard rails and crash cushions                                3.61
tana’s weigh stations
and port-of-entries. Ta-      Improve commercial vehicle enforcement (i.e. size & weight
                                                                                                 3.39
ble 14 shows the re-          compliance, safety, speed)
sponses to these five         More directional/informational (i.e. stop signs, route markers)
                                                                                                 3.21
questions. The respon-        signs
dents were satisfied          Increase roadway shoulder widths to accommodate bicyclists         3.07
with each component,          More illumination (lighting) of roadways                           3.07
including restroom ac-
cess which received the lowest score of                           Table 15
5.0. Only two comments were received
about these facilities. They are:                     was asked one extra question in this area
♦ Need more attention and training given in addition to those asked of the other
    to inspectors. They write violations              stakeholder groups. The possible actions
    that have no impact on safety. They do were rated on a priority scale of one to
    not explain to drivers what violations            five.
    they write, they ignore HAZMAT or
    simply don’t include it on inspection                   The respondents in the intermodal
    paper work. They say one thing to                 freight group gave all actions at least a
    drivers and do something completely               medium priority rating (a score of three).
    different on inspection paperwork.                ‘Wider roadways’ was the highest priority
                                                      (4.15) while ‘More illumination of road-
♦ They need
    to be open
    more          Public Notification and Information Sharing Practices                  Yes       No

Actions to         Construction project public meetings                            82.1%        17.9%
Improve            Newspaper advertisements for public meetings                    89.3%        10.7%
Roadways
                   Press releases                                                  92.9%         7.1%
    Eight
questions          Special mailings                                                74.1%        25.9%
were asked of      Statewide Transportation Improvement Programs (STIP)
                                                                                   82.1%        17.9%
respondents        publication
to explore         Newsline- MDT's quarterly newsletter                            96.4%         3.6%
their atti-
                   Public service announcements on radio, TV, and billboards       89.3%        10.7%
tudes about
possible MDT       Montana & the Sky- Aeronautics Division's monthly newsletter    42.9%        57.1%
actions to im-     MDT internet web site                                           75.0%        25.0%
prove road-
ways (see Ta-      Newspaper articles                                              96.4%         3.6%
ble 15). The       Radio updates of current projects in area                       78.6%        21.4%
intermodal
                   Weekly meetings for construction projects in urban areas        46.4%        53.6%
freight group
                                                               Table 16

                                            2003 Stakeholder Survey

                                                      32
                                                 Intermodal Freight Group


ways’ (3.07) was the lowest rated action.                      tions on other ways of public information
These two actions had the same level of                        sharing that MDT could use. The com-
importance for the public in the 2003                          ments received are listed below.
Public Involvement Telephone Survey.                           ♦ I like the large 2 message signs be-
                                                                   tween Bozeman and Livingston.
Awareness of Information Sharing
    Informing the public is important to                       ♦     MDT’s webpage is great. I use it all the
MDT. As a way to determine how well cur-                             time.
rent practices of public involvement are
working, respondents were asked about                          ♦     More interaction with MDT and truck-
their knowledge of these practices. Table                            ing companies would be great as our
16 shows that the top three public notifi-                           drivers see everything on every major
cation practices known to this group are                             road and in every city in the state each
the Newsline, newspaper articles, and                                day
press releases. All of the practices men-
tioned in these section were somewhat                          MDT Customer Service and
known to this group of stakeholders                            Performance
                                                                      Once again in 2003, the stake-
   Respondents were also given the op-                         holder survey asks for the opinion of this
portunity to give comments and sugges-                         group regarding various aspects of MDT’s

                                                                                  Mean Scores and Grades
                 Customer Service Grades
                                                                        Intermodal Freight              Public

 How would you grade MDT's overall performance during the past
                                                                            2.7        B-         2.6            B-
 year?
 What grade would you give MDT on the quality of service it
                                                                            2.7        B-         2.7            B-
 provides?
 Overall, how would you grade the current quality of service
 provided by MDT compared to the quality of service by MDT five             2.8        B-         2.9            B
 (5) years ago?
 What grade would you give MDT on overall quality of planning to
                                                                            2.8        B-         2.5            B-
 meet statewide transportation needs?
 What grade would you give MDT for its responsiveness to outside
                                                                            2.3        C+         2.3            C+
 ideas and concerns from customers?

 What grade would you give MDT on its efforts to keep customers
 fully informed of all relevant information and upcoming decisions          2.8        B-         2.5            B-
 related to the transportation system?

 What grade would you give MDT on the extent of inconvenience
                                                                            2.3        C+         2.4            C+
 cause by construction and/or maintenance projects?

 What grade would you give MDT on its overall highway
                                                                            2.6        B-         2.6            B-
 maintenance and repair?
 How would you grade MDT's performance on new highway
                                                                            2.5        B-      *not asked
 construction?
 Overall, what grade would you give MDT on the convenience of
                                                                            2.5        B-         2.6            B-
 travel through construction zones?
 What grade would you give MDT on its public notification process
                                                                            2.9        B          2.5            B-
 for construction projects in your area?

                                                        Table 17
                                                  2003 Stakeholder Survey
                                                              33
                                                 Intermodal Freight Group


performance and customer service. The
results can be seen in Table 17. The re-                       ♦     During winter months, plow more sec-
spondents were asked to grade eleven                                 ondary street when three or more
general areas of customer service using                              inches of snow falls. Don’t spend
an A through F scale with an option to                               money driving trucks and liquid deic-
indicate if unknown. The intermodal                                  ers around when there is minimal
freight group gave MDT grades similar to                             snowfall.
the public. In 2003, the intermodal
freight group gave nearly the same cus-                        ♦     Get rid of liquid deicers altogether,
tomer service grades (see Table 17a) as                              don’t go to salt either
they did in the 2001 survey.
                                                               Transportation Issues Comments
Customer Service Comments                                             The survey also allowed respon-
       Respondents were given the oppor-                       dents to provide additional input on
tunity to provide suggestions or com-                          transportation issues important to them
ments on MDT’s customer service. Com-                          and to give any other comments or sug-
ments received are listed below.                               gestions. The comments received from the
♦ The traffic control on the I-90 con-                         intermodal freight group are listed below.
   struction between Warm Springs and                          ♦ The 70 mph that the legislature has
   Butte was poor-could have caused se-                            placed on all non-interstate roads
   rious accidents.                                                (unless a long and expensive study
                                                                   shows it should be lower) makes no
♦   Overall, MDT does a great job, espe-                           sense at all. For example, when one
    cially in the maintenance department.                          sees a 70 mph on top of the Beartooth
    More emphasis needs to be put on ex-                           highway it makes a joke of state speed
    panded air service.                                            limits.

♦   Highway 16 north of Sidney, MT not                         ♦     A traffic signal is needed at Birch
    handled well at all.                                             Grove Road and Highway 2 E. Some
                                                                                  Mean Scores and Grades
            Customer Service Grades-History
                                                                        2003 Stakeholder         2001 Stakeholder
 How would you grade MDT's overall performance during the past
                                                                            2.7        B-         2.8         B-
 year?
 What grade would you give MDT on the quality of service it
                                                                            2.7        B-         2.8         B-
 provides?
 Overall, how would you grade the current quality of service
 provided by MDT compared to the quality of service by MDT 5                2.8        B-         3.0         B
 years ago?
 What grade would you give MDT on overall quality of planning to
                                                                            2.8        B-         2.6         B-
 meet statewide transportation needs?
 What grade would you give MDT for its responsiveness to outside
                                                                            2.3        C          2.3         C
 ideas and concerns from customers?
 What grade would you give MDT on its efforts to keep customers
 fully informed of all relevant information and upcoming decisions          2.8        B-         2.7         B-
 related to the transportation system?

 What grade would you give MDT on the extent of inconvenience
                                                                            2.3        C+         2.4        C+
 cause by construction and/or maintenance projects?


                                                       Table 17a
                                                  2003 Stakeholder Survey
                                                              34
                                     Intermodal Freight Group



    traffic flashing lights or signal are
    needed at access/egress to Glacier
    Park International Airport.

♦   Large highway equipment off roadways
    during holiday’s (re: Memorial Day, 4th
    of July, etc…)

♦   More efficient and better trained staff
    of the DOT commercial vehicle inspec-
    tors. Current inspectors are more in-
    terested in quotas than in actual in-
    spections of safety violations.
                                                    NOTE: All comments appearing in the
♦   Removing or prohibiting bicycle
                                                      surveys were included in this report.
    tours/groups on two lanes no shoul-
    der highways. If wider shoulders are
    needed then bicycles should share in
    the cost (licensing)- pedal tax.




                                     2003 Stakeholder Survey
                                               35
LOCAL GOVERNMENT                             Stakeholders' Satisfaction with the
STAKEHOLDER GROUPS - CITIES/                 Transportation System
TOWNS AND COUNTIES                                   Respondents were asked to rate
                                             their satisfaction with the transportation
Stakeholders                                 system on a scale of one to ten. Though
        The local government city/towns      the midpoint is 5.5, a response of 5.0 is
group consists of the mayors and chief       considered the “middle response”. Any-
executives from all incorporated cities      thing above 5.0 represents the intensity
and towns in Montana. The local govern-      of satisfaction and anything below 5.0
ment county stakeholder group includes       represents the intensity of dissatisfaction.
all of Montana’s county commissions.
                                                The cities and towns stakeholders
Response Rate                           were less satisfied than the public with
♦ Cities & Towns- Survey packages were transportation system components as
   mailed to 129 individuals in this    seen in Figure 12. This group was dissat-
   group. None of the packages were re- isfied (scored under five) with seven out of
   turned without a forwarding address  sixteen transportation system compo-
   and 52 responses were received for a nents. The cities and towns stakeholders
   response rate of 40%.                were most satisfied with interstate high-
                                        ways (7.06) and least satisfied with pas-
♦ Counties- Fifty-six survey packages   senger rail service (3.41). The group was
   were mailed to county commissions    also less satisfied with the overall trans-
   and none of the packages were re-    portation system (5.45) than the public
   turned without a forwarding address. (6.3).
   Twenty-five responses were received
   for a 45% response rate.                     The county commission stake-
                                        holder group was more satisfied than the
                                        city group. Figure 13 shows the counties
                                      Figure 12
                     Local Government / Cities & Towns
                                System Satisfaction                        Stakeholder
              10                                                           Public
               9
               8
               7
      scale




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                                 2003 Stakeholder Survey

                                           36
                                      Local Government Groups


                                           Figure 13
                               Local Government / Counties
                                     System Satisfaction                       Stakeholder
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           scale




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followed a similar satisfaction pattern as        between cities (4.23) which received the
the public. Unlike the cities and towns           lowest satisfaction rating for this group.
group, the counties group was only                Like the cities and towns group, the coun-
slightly dissatisfied with two of the trans-      ties are most satisfied with the interstate
portation components, including buses             highways (8.04). The counties stakeholder

                                          Figure 12a
                        Local Government / Cities & Towns - History
                                     System Satisfaction
                                                                                        2003
                   10
                    9                                                                   2001
                    8
                    7
   scale




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                                      2003 Stakeholder Survey
                                                37
                                   Im                                                                                                                                                                                                                                                                   In
                                     pr                                                                                                                                                                                                                                                                   te
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                                                                                                                                                                                                    rating.
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38
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     2003 Stakeholder Survey
                                              th                          ve                                                                                                                                                                                                                                                    ci




                                                                                                                                System Priorities
                                  ed
                                                                                                                                                                                                                                                                                                                                                                                                                                        Local Government Groups




                                                              ne                            fe                                                                                                                                                                                                                    s.
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                                                                                                                                                                                                                                                transportation system components and
                                                                                                                                                                                                                                                                                                                                                    2001
                                                                                                                                                                                                                                                                                                                                                           2003




                                                                                                                                                                                                                                                were not as dissatisfied in 2003 as they



                                                                                                                                         Stakeholder
                                                                                                                                                                                                                                                      The cities and towns respondents
                                                                                                                                                                                                    score of 6.67 was higher than the public’s gave slightly higher scores to some of the
                                    Local Government Groups


were in 2001. Since the local governments               The cities and towns stakeholder
were new stakeholder groups in 2001,            group gave all except two actions higher
Figures 12a and 13a only compare the            priority ratings than the public (see Figure
responses for the last two surveys con-         14). ‘Improving the physical condition of
ducted by MDT. As demonstrated in Fig-          other roads and streets’ received the high-
ure 13a, the counties respondents gave          est rating and ’attempting to reduce single
almost all of the transportation system         occupancy vehicle use’ was rated the low-
components higher scores in 2003.               est. The counties also rated many of the
Freight rail services experienced the larg-     actions higher than the public (see Figure
est increase (3.74 to 5.77), while the satis-   15). Six out of the sixteen actions were
faction rating for buses between cities         rated as a somewhat high priority (four or
changed the least (4.28 to 4.23).               above).

Actions to Improve the Transportation                  The counties, cities, and town
System                                          stakeholders once again in 2003 rated
        The stakeholders were asked to          ‘improving the physical condition of other
prioritize sixteen possible actions that        roads and streets’ the highest priority and
MDT could take to improve the transpor-         ‘attempting to reduce single occupancy
tation system in Montana. These actions         vehicle use' the lowest priority.
were rated on a scale of one to five. Ac-
tions of ‘very low priority’ are coded as one   Special Interest Questions
and actions of ‘very high priority’ are             Both the 2003 Public Involvement Tele-
coded as five. Figures 14 and 15 compare        phone Survey and the 2003 Stakeholder
the mean priority scores between each of        Survey included a new section of special
the local government stakeholder groups         interest questions. These questions were
and the public.                                 asked to identify transportation related
                                                issues that may currently be important to

                                         Figure 15
                              Local Government-Counties
                                    System Priorities                        Stakeholder
                       5.0                                                   Public
                       4.5
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                                    2003 Stakeholder Survey

                                              39
                                                Local Government Groups


  Possible Actions to Improve Roadways-Cities & Towns                     Mean Score earlier in the sur-
 Wider roadways                                                               4.04
                                                                                         vey.
 Increase roadway shoulder widths to accommodate bicyclists                   3.78           The top priority,
 More traffic signals and left turn bays                                      3.69       measured by the
 More guard rails and crash cushions                                          3.45       mean score, for
                                                                                         both the cities and
 More pavement markings                                                       3.43
                                                                                         town and the coun-
 More directional/informational signs                                         3.27       ties was ‘wider
 More illumination (lighting) of roadways                                     2.98       roads’. Both of the
                                                                                         stakeholder groups
Montanans. The lo-                       Table 18
cal governments                                                                                           Mean
                                     Possible Actions to Improve Roadways-Counties
were asked special                                                                                        Score
interest questions              Wider roadways                                                             4.08
that included possi-
                                More traffic signals and left turn bays                                    3.71
ble actions to im-
prove roadways and              More guard rails and crash cushions                                        3.54
awareness of public             More pavement markings (i.e. shoulder lines, lane arrows)                  3.50
notification and in-            More directional/informational (i.e. stop signs, route markers) signs      3.38
formation sharing.
                                Increase roadway shoulder widths to accommodate bicyclists                 3.21
Actions to Improve        More illumination (lighting) of roadways                          2.83
Roadways
   Seven questions were asked of respon-                       Table 19 rated their top priorities
dents to determine their attitudes about              with somewhat high scores of four and
possible MDT actions to improve road-                 ranked ‘more illumination of roadways’
ways (see Tables 23 and 24). The possible last. To see a comparison of all the stake-
actions were rated on a priority scale of             holder group’s and public’s scores, refer
one to five, like the priority scale used             to Table 2 on page six.
 Public Notification and Information Sharing Practices -
                                                                           Yes              No      Awareness
                      Cities & Towns
                                                                                                    of Informa-
 Construction project public meetings                                      82.7%         17.3%      tion Shar-
 Newspaper advertisements for public meetings                              84.6%         15.4%      ing
                                                                                                         To deter-
 Press releases to all media                                               80.8%         19.2%
                                                                                                    mine if MDT
 Special mailings                                                          67.3%         32.7%      is efficiently
 Statewide Transportation Improvement Program (STIP) publication           76.9%         23.1%      distributing
 Newsline - MDT's quarterly newsletter                                     86.5%         13.5%      information,
                                                                                                    respondents
 Public service announcements on radio, TV, and billboards                 67.3%         32.7%
                                                                                                    were asked
 Montana & the Sky - Aeronautics Division's monthly newsletter             15.4%         84.6%      about their
 MDT internet web site                                                     63.5%         36.5%      knowledge
 Newspaper articles                                                        94.2%          5.8%      concerning
                                                                                                    MDT’s pub-
 Radio updates of current projects in area                                 69.2%         30.8%
                                                                                                    lic involve-
 Weekly meetings for construction projects in urban areas                  36.5%         63.5%      ment and
                                                                                                    information-
                                             Table 20

                                                2003 Stakeholder Survey

                                                            40
                                             Local Government Groups


sharing tech-      Public Notification and Information Sharing Practices -
                                                                                      Yes       No
niques and                                Counties
efforts.           Construction project public meetings                              96.0%     4.0%
                   Newspaper advertisements for public meetings                      84.0%     16.0%
    Tables 20
and 21 show        Press releases to all media                                       88.0%     12.0%
the cities and     Special mailings                                                  80.0%     20.0%
towns and          Statewide Transportation Improvement Program (STIP) publication   92.0%     8.0%
counties           Newsline - MDT's quarterly newsletter                             96.0%     4.0%
groups’
                   Public service announcements on radio, TV, and billboards         80.0%     20.0%
knowledge
about MDT’s        Montana & the Sky - Aeronautics Division's monthly newsletter     68.0%     32.0%
information        MDT internet web site                                             76.0%     24.0%
sharing tech-      Newspaper articles                                                100.0%    0.0%
niques.
                   Radio updates of current projects in area                         76.0%     24.0%

    The local     Weekly meetings for construction projects in urban areas              24.0%     76.0%
government
                                                            Table 21
groups gave nearly the same answers.                                       an action. Keep using the
They were both most familiar with news-                      media you’ve mentioned.
paper articles and the Newsline, MDT’s
quarterly newsletter. They were both the                ♦ Ask if they want to stay on mailing list
least aware of the weekly meetings for                  regardless of how notified.
construction projects in urban areas. The
biggest difference between the two govern- Counties Comments:
ment entities was the knowledge about                   ♦ More attention to public radio-don’t
Montana & the Sky, the Aeronautics Divi-                     hear transportation update on KGPR
sions monthly newsletter. Over half of the                   (Great Falls).
county respondents were aware of it,
while only fifteen percent of the cities/               ♦ Actually bi-annual reports in
towns respondents knew of the newslet-                       commissioner’s agendas that would
ter. This difference may be a result of the                  update counties on upcoming projects.
mailing list for this newsletter.                            Face to face questions and reports
                                                             help with our planning also.
    Respondents were also given the op-
portunity to give comments and sugges-                  ♦ Coverage is very adequate
tions on other ways of public information
sharing that MDT could use. The com-                    ♦ Personal contacts of public officials
ments received are listed below.
                                                        MDT Customer Service and
Cities & Towns Comments:                                Performance
♦ Newspapers are good-maybe try                                   The stakeholder survey asks the
    “inserts”                                           respondents to grade some general areas
                                                        of customer service using an A through F
♦ Direct mailings to communities                        scale with an option to indicate if un-
                                                        known. The mean scores and grades for
♦ No, it is hard for people to get excited              the city/town and county stakeholder
    about local government or MDT in this groups can be seen in Tables 22 and 23.
    case until they’re directly affected by

                                             2003 Stakeholder Survey

                                                       41
                                                 Local Government Groups


                                                                                   Mean Scores and Grades
                   Customer Service Grades
                                                                            Cities & Towns             Public

 How would you grade MDT's overall performance during the past year?        2.6          B-        2.6          B-


 What grade would you give MDT on the quality of service it provides?       2.5          B-        2.7          B-


 Overall, how would you grade the current quality of service provided
                                                                            2.8          B-        2.9          B
 by MDT compared to the quality of service by MDT five (5) years ago?

 What grade would you give MDT on overall quality of planning to meet
                                                                            2.3         C+         2.5          B-
 statewide transportation needs?
 What grade would you give MDT for its responsiveness to outside ideas
                                                                            2.0          C         2.3          C+
 and concerns from customers?
 What grade would you give MDT on its efforts to keep customers fully
 informed of all relevant information and upcoming decisions related        2.3         C+         2.5          B-
 to the transportation system?
 What grade would you give MDT on the extent of inconvenience cause
                                                                            2.5          B-        2.4          C+
 by construction and/or maintenance projects?
 What grade would you give MDT on its overall highway maintenance
                                                                            2.6          B-        2.6          B-
 and repair?
 How would you grade MDT's performance on new highway
                                                                            2.7          B-     *not asked
 construction?
 Overall, what grade would you give MDT on the convenience of travel
                                                                            2.5          B-        2.6          B-
 through construction zones?
 What grade would you give MDT on its public notification process for
                                                                            2.3         C+         2.5          B-
 construction projects in your area?

       The cities and towns stake-     Table 22 grade to MDT services compared
holder group gave MDT customer service with five years ago (2.8 on a 4 point scale).
grades in the C- to B- range, which is     When looking at the customer service
lower than the grades the public gave (see scores compared to 2001’s survey results
Table 22). This group gave the highest     (Table 22a), the cities and towns gave

                                                                                   Mean Scores and Grades
    Customer Service Grades Cities & Towns - History
                                                                            2003 Stakeholder      2001 Stakeholder

 How would you grade MDT's overall performance during the past year?        2.6          B-         2.4         C+


 What grade would you give MDT on the quality of service it provides?       2.5          B-         2.4         C+


 Overall, how would you grade the current quality of service provided
                                                                            2.8          B-         2.7         B-
 by MDT compared to the quality of service by MDT 5 years ago?

 What grade would you give MDT on overall quality of planning to meet
                                                                            2.3          C+         2.1          C
 statewide transportation needs?
 What grade would you give MDT for its responsiveness to outside ideas
                                                                            2.0          C          2.0          C
 and concerns from customers?
 What grade would you give MDT on its efforts to keep customers fully
 informed of all relevant information and upcoming decisions related        2.3          C+         2.4         C+
 to the transportation system?
 What grade would you give MDT on the extent of inconvenience cause
                                                                            2.5          B-         2.4         C+
 by construction and/or maintenance projects?

                                                       Table 22a
                                                  2003 Stakeholder Survey

                                                             42
                                                 Local Government Groups


slightly higher scores this year and once                     below.
again gave the current quality of service
compared to the quality of service five    Cities & Towns Comments:
year ago the highest grade.                ♦ Improving Montana’s Secondary
                                               Highways should be a priority. The
        As shown in Table 23, the counties     have replaced, repair, and re-done I-15
gave MDT better scores and grades on           from Helena to Butte at least 4 times,
customer service than the cities/town and      since it was built. Not one
public. They gave MDT grades in the B- to      improvement, other than false
B range. However, like the cities/towns        shoulders has been done on MT
and the public, the counties gave the          Highway 69. I’m sure this is the case
highest grade in 2003 to the quality of        through out the state. Highway 69
service as compared to the quality of ser-     accommodates a large number of
vice five years ago. Table 23a shows that      semis on a daily basis-basically the
like the cities and towns, the counties        roadway is an embarrassment to this
gave higher scores and grades in 2003.         state!

       As with all the other stakeholder   ♦                       I believe MDT is doing a good job
groups, the local government respondents                           overall. I like the cooperation between
were given the opportunity to give sugges-                         the maintenance department and our
tions or comments on MDT’s customer                                local community. CTEP needs to be
service. The comments received are listed                          stream lined and made user friendly,

                                                                                   Mean Scores and Grades
                   Customer Service Grades
                                                                                 Counties                 Public

 How would you grade MDT's overall performance during the past year?       2.8              B-      2.6            B-


 What grade would you give MDT on the quality of service it provides?      3.0              B       2.7            B-


 Overall, how would you grade the current quality of service provided
                                                                           3.2              B       2.9            B
 by MDT compared to the quality of service by MDT five (5) years ago?

 What grade would you give MDT on overall quality of planning to meet
                                                                           2.7              B-      2.5            B-
 statewide transportation needs?
 What grade would you give MDT for its responsiveness to outside ideas
                                                                           2.5              B-      2.3            C+
 and concerns from customers?
 What grade would you give MDT on its efforts to keep customers fully
 informed of all relevant information and upcoming decisions related       2.8              B-      2.5            B-
 to the transportation system?
 What grade would you give MDT on the extent of inconvenience cause
                                                                           2.6              B-      2.4            C+
 by construction and/or maintenance projects?
 What grade would you give MDT on its overall highway maintenance
                                                                           2.7              B-      2.6            B-
 and repair?
 How would you grade MDT's performance on new highway
                                                                           2.7              B-   *not asked
 construction?
 Overall, what grade would you give MDT on the convenience of travel
                                                                           2.7              B-      2.6            B-
 through construction zones?
 What grade would you give MDT on its public notification process for
                                                                           2.8              B-      2.5            B-
 construction projects in your area?

                                                       Table 23
                                                 2003 Stakeholder Survey

                                                            43
                                                Local Government Groups


                                                                                Mean Scores and Grades
       Customer Service Grades Counties - History
                                                                          2003 Stakeholder     2001 Stakeholder

How would you grade MDT's overall performance during the past year?       2.8          B-        2.6        B-


What grade would you give MDT on the quality of service it provides?      3.0          B         2.7        B-


Overall, how would you grade the current quality of service provided
                                                                          3.2          B         2.8        B-
by MDT compared to the quality of service by MDT 5 years ago?

What grade would you give MDT on overall quality of planning to meet
                                                                          2.7          B-        2.2        C
statewide transportation needs?
What grade would you give MDT for its responsiveness to outside ideas
                                                                          2.5          B-        1.9        C
and concerns from customers?
What grade would you give MDT on its efforts to keep customers fully
informed of all relevant information and upcoming decisions related       2.8          B-        2.6        B-
to the transportation system?
What grade would you give MDT on the extent of inconvenience cause
                                                                          2.6          B-        2.6        B-
by construction and/or maintenance projects?

                                         Table 23a
    we spent all our money on planning        ♦ The town of Joliet requested a traffic
    and engineering not on construction. I       survey for the highway through Joliet
    do appreciate the cooperation and            a year ago, but it has not done. We
    friendliness of the employees I deal         need to lower the speed limit through
    with on the local, district, and state       town, we have accidents, and a large
    levels.                                      number of wildlife killed every year.

♦   Be more proactive in litter control. We                  ♦    Again, Highway 89 from Meagher/Park
    adopted a section of highway 5 years                          County line stinks! We have been
    ago and ordered a sign to so indicate.                        waiting years and years for some sort
    We have been totally ignored. We still                        of improvement. Apparently the MDT
    keep the highway clean, but our                               doesn’t give a damn about this section
    employees think less of MDOT for not                          of highway!
    recognizing their efforts to control
    litter.                                                  ♦    MDT needs to improve its testing for
                                                                  materials placed the field. Methods to
♦   Once you’re involved in local                                 stop high AC content and resulting
    government you find out a lot more                            bleeding/flow. Contractors make more
    information.                                                  money by selling more AC. This also
                                                                  allows them to meet density
♦   People follow too close and pass                              requirements very easy. The resulting
    dangerously. I’ve driven US 93 for 24                         is a poor product for the taxpayer.
    years. There are too many access                              Take a hard look at what other states
    points. People need to be taught to be                        do to ensure quality. You don’t have to
    more courteous and drive defensively.                         look very far…Wyoming.
    The state needs to up the fines for
    speeding, DUI’s, and illegal passing.                    ♦    Services improving every year-keep it
                                                                  up!
♦   Keep up the great job you are doing!
                                                             ♦    Excellent service from motor pool

                                                2003 Stakeholder Survey
                                                           44
                                 Local Government Groups


    employees.                                     working with local governments.

♦   Overall my interactions with MDT       ♦       Basically the MDT does very well with
    personnel have been very positive.             the limited funding it gets each year
    MDT staff in our region is                     and keeps going even with impeding
    knowledgeable, approachable,                   cuts getting bigger.
    interested in alternative approaches
    and solutions, and easy to collaborate ♦       When redoing roads and highway they
    with. Excellent people. Our                    should be done with it in mind that
    transportation facilities are in good          we have a large number of walkers,
    shape and the facility planning is             joggers, and bicyclers and the
    adequate and informed. My only beef            roadways need to accommodate for
    with MDT is its penchant to over-              this. Safety is a huge factor when it
    build rural highways-take Norris Road          comes to our pedestrians. Roads
    from 4 Corners to Norris as an                 should be planned for walkways and
    example. It seems an enormous over             bicycle paths.
    capacity road is being built. Highway
    building isn’t really economic         ♦       Would like to see more highway
    development, but it appears to                 maintenance/projects in eastern
    resources are being allocated simply           Montana, finish paving highway 323
    to employ some folks, raise land               south of Ekalaka. I feel that the
    values, bug-out some ROW from                  completion of highway 323 will have a
    farmers/ranchers, and impress people           positive economic impact on the
    that something fancy is being done.            economy of eastern Montana.

♦   Seems much waste going on in crew      ♦ DOT needs to look at how ADA
    transportation (1 crew working- 4 or 5   sidewalks are being tied back into
    vehicles) at the end of the shift, 1     secondary roads; many trip hazards
    person in each going back to the         are being designed into this type of
    shop. Need to light a fire in some       construction.
    workers-steam seems low.
                                           Counties Comments:
♦   Local governments need a larger share ♦ Our board of commissioners meets
    of the pie to begin to replace failing   quarterly with our District Manager,
    local streets and roads.                 an adjoining county, the city, and the
                                             chamber of Commerce. This has im-
♦   MDT should fulfill its promise to        proved the ability to communicate and
    implement a local agency certification   everyone in the area has a “heads up”
    program (similar to Washington and       as to what’s coming up in the future.
    Arizona) whereby local governments       The local newspaper attends also.
    can administer projects eligible for
    state and federal urban funds.         ♦ I think MDT has improved service in
                                             that delays in construction zones have
♦   MDT should end the practice of           improved. The secondary roads are
    paying internal costs with urban         being taken care of a lot better.
    funds intended for local use.
                                           ♦ I have no problem with the services
♦   MDT should work towards ending the       MDT provides, but I would like to
    “my way or the highway” approach to      comment on the field personnel dur-

                                  2003 Stakeholder Survey
                                            45
                                  Local Government Groups


    ing construction projects. I think      ♦      Central Avenue West at 4th Street,
    these people should take more inter-           highway restaurant directional sign
    est in performing their jobs to assure         blocks CTEP installed old-fashioned
    that shoddy construction is penalized          streetlight. I think the sign could be
    or eliminated, so that the taxpayers’          moved 10-15 feet and the public could
    dollars are used in the most efficient         see the period lighting.
    manner and not wasted. I have notice
    in the last couple of years, that some  ♦      All and all the MDT representatives
    new construction projects have begun           are very cooperative and helpful. They
    failing even before 1 year from com-           are willing to share in maintenance
    pletion has lapsed. I thank you for the        where it makes sense for state or
    opportunity to comment.                        county. They always keep us informed
                                                   when we call.
♦   We don’t like magnesium chloride.
    Our constituents don’t like this.         ♦    The road surfaces on main highways
                                                   in Northwestern Montana are excel-
♦   Your winter maintenance program is             lent compared to 10 years ago. The
    very good. Keep up the good work.              secondary road system is not doing its
                                                   job.
♦   It always appears to me that too much
    time and money are spent on survey- ♦          Often times construction signs are
    ing. I am impressed on MDT’s efforts           posted and nothing is happening.
    to get to the most severe areas (i.e.
    changing priorities when circum-      ♦        There needs to be meetings held in
    stances require it).                           communities just before construction
                                                   starts in addition to the ones usually
♦   Local concerns and in-                         held 5 years or so in advance. Con-
    put/recommendations could be better            cerning right of way acquisition, the
    considered. Example: parking meth-             agent needs to explain in great detail
    ods in small communities, local ideas,         what will be done, changes in ap-
    concerns need more consideration.              proaches, adding height to road beds,
                                                   and etc…
♦   In most areas, I think MDT does rea-
    sonable job of maintenance, public    ♦ More emphasis needs to be made on
    relations, scheduling, and implement-     northern corridors of Montana.
    ing road projects.
                                          Transportation Issues Comments
♦   Bicycles on narrow windy roads in our         The stakeholders were also given
    area need better management-re: 1.)   the opportunity to provide additional in-
    staying on road edge, 2.) their slow  put on transportation issues important to
    speed, 3.) problem of riding 2-3      them, but not addressed specifically in
    abreast. How to fix??                 the survey. Listed below are the com-
                                          ments and suggestions received.
♦   MDT services in most aspects good
                                          Cities & Towns Comments:
♦   Getting Highway 89 reconstructed on ♦ Reconstruction of MT Highway 69 be-
    Ringling N & S needs much more at-        tween Boulder and Whitehall, espe-
    tention and higher priority.              cially from mile marker 38 to mile
                                              marker 21.

                                  2003 Stakeholder Survey
                                             46
                                    Local Government Groups


                                                     novative technologies and help to re-
♦   MDT should work with communities                 duce overall driving hours by encour-
    to help promote trial systems and bike           aging TDM and other measures that
    paths, for safety, health, and recrea-           get us out of our cars. It’s a huge un-
    tional opportunity.                              dertaking that doesn’t’ rest solely with
                                                     MDT, but requires cooperative among
♦   Litter on the highways.                          levels of government and among di-
                                                     verse agencies. Let’s be future
♦   Speed limits need to be lowered on               minded.
    poor secondary roads-55 mph max
                                                ♦    School bus stops on highways
♦   Wider shoulders for safety, bikers, flat
    tires, etc…                              ♦       It seems most of the money for im-
                                                     provements ends up in the western
♦   Small “mini” rest areas on state roads           part of the state on a line from Billings
    (nothing fancy)                                  to Havre

♦   Public should be involved in the pri-       ♦    93 is much better!
    oritization of road projects
                                           ♦ Finish a project once you start!
♦   Streets in cities and towns need much
    more attention                         Counties Comments:
                                           ♦ Return passenger train service to
♦   Most folks I deal with from MDT are      Southern Montana.
    super employees, very helpful. They go
    out and look at ways to make things    ♦ Truck traffic on Secondary Roads
    better and easier.
                                           ♦ Reconstruction of Highway 89, Ring-
♦   The highway system is getting pretty     ling N & S project.
    good. The major areas of complaints
    are city streets. There needs to be a  ♦ Safety first-more passing lanes
    better way to cost share some mainte-
    nance and reconstruction.              ♦ I believe you should build visitor cen-
                                             ters at rest areas entering Montana.
♦   4-lane from Evaro North to Polson        The state should fully fund visitor
                                             centers.
♦   Highway 89 from the Meagher/Park
    County line north to the road to Len-  ♦ I am not satisfied with the secondary
    nep is in deplorable condition and has   road program.
    been for many years! When the hell is
    something going to be done?            ♦ Giving more priorities to unsafe roads

♦   Improving state routes in local com-        ♦    More turn off lanes on Highway 2
    munities
                                                ♦    Would prefer keeping bicycles off nar-
♦   Increase funding to allow more work              row highways
    on local and inter local street systems.
                                                ♦    What road taxes do bicycles pay?
♦   I hope MDT will consider new and in-

                                    2003 Stakeholder Survey
                                               47
PASSENGER TRANSPORTATION                        slight discrepancies in the level of dissat-
STAKEHOLDER GROUP                               isfaction are airports, bicycle pathways,
                                                pedestrian walkways, rest areas, buses
Stakeholder Group                               between cities, and taxis. Interstate high-
        This group includes representa-         ways ranked the highest (6.87)and taxis
tives from public transit agencies, social      ranked the lowest (4.13) in satisfaction
service agencies, intercity bus agencies,       with the passenger transportation group.
rail passenger interests, and air passen-
ger interests from across Montana.                      Looking at the history of the pas-
                                                senger transportation group’s responses,
Response Rate                                   there has not been much change over the
       A total of 89 survey packages were       years (see Figure 16a). In 2003, there is a
mailed to this group. Fifty-three re-           little higher satisfaction with pedestrian
sponses were received for a response rate       walkways and rest areas and somewhat
of 60%, which is considered excellent for       lower satisfaction with buses between cit-
a mail-in survey. It also was the highest       ies. When asked to rate their overall satis-
response rate of all the groups in the          faction with Montana’s transportation
2003 Transportation Stakeholder Survey.         system, passenger transportation stake-
                                                holders were slightly more satisfied (6.4)
Satisfaction with the Transportation            than the public (6.3).
System
       As Figure 16 depicts, when asked        Actions to Improve the Transportation
to rate their satisfaction (on a scale of one System
to ten) with various transportation system             Respondents were asked to priori-
components, there were slight differences      tize sixteen actions that MDT could take
between the stakeholders and the general to improve the transportation system in
public. The components that have               Montana. These actions were rated on a
                                          Figure 16
                         Passenger Transportation Group
                                  System Satisfaction                          Stake holde r
               10
                                                                               Public
                9
                8
                7
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                                    2003 Stakeholder Survey

                                              48
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                                                                                                                                                                                                   scale of one to five. Actions of ‘very low
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49
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                                                                                                                                                                                                                                             Figure 17
                                                                 es                                                                                                                                                                                                                                                   tw            em
                                                                                                                                                                                                                                                                                                                                                                                                                               Figure 16a




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                                                                                                                                                                                                                                                                                                                                                                                          Passenger Transportation - History




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                                                                                                                                                                                                   priority’ were coded as one and actions of holder group rated many of the actions
                                                                                                                                                                                                                                                                                                                                                      1997
                                                                                                                                                                                                                                                                                                                                                             1999
                                                                                                                                                                                                                                                                                                                                                                    2001
                                                                                                                                                                                                                                                                                                                                                                                             2003




                                                                                                                                                Stakeholder
                                                                                                                                                                                                                                                  phone surveys. Respondents in the stake-

                                                                                                                                                                                                   ‘very high priority’ were coded as five. Fig- higher than the public. The only exception
                                                                                                                                                                                                   ure 17 compares the mean priority scores was ‘improve the physical condition of bus
                                              Passenger Transportation Group




       As with satisfaction ratings for the                          The respondents were also asked
transportation system, the priorities of                      their opinion on who the responsible
the passenger transportation group have                       party should be for implementing ride-
been consistent for the past years. The                       share programs. Twenty three percent felt
top four priorities for this group since                      that ‘others’ should be responsible for this
1997 have been:                                               program. When asked to elaborate on
♦ Improve highway maintenance                                 what or who the ‘other’ party should be,
♦ Improve the physical condition of the                       only four respondents gave an answer
   interstates and major highways                             and they are listed below:
♦ Improve the physical condition of                           ♦ A joint effort
   other roads and streets                                    ♦ All parties involved
♦ Improve transportation safety                               ♦ Combination of local government,
                                                                 transit provider, and employers
Group Specific Questions                                      ♦ Leave alone
       The passenger transportation
group was asked questions specific to               The stakeholders were asked to
their areas of interest and/or business to  rate three subject areas concerning trans-
gain further insight on specific needs or   portation services in their community. Ta-
areas of concern. Several questions were    ble 24a reveals that the respondents felt
asked of this group about passenger         that the services in their community were
transportation services. Tables 24 and      only average or below average. Lastly, the
24a display the respondents’ answers for    stakeholders in this group were asked
some of these questions.                    their level of satisfaction with the level of
                                            service they receive from MDT’ s Transit
       Table 24 shows the respondents in Section. The Transit Section received a
this group were somewhat split in their     satisfactory score of 6.96, out an one to
perception of whether passenger trans-      ten scale.
portation infrastructure is adequate and if
marketing is part of their organization’s   Actions to Improve Roadways
transportation plan. Twenty percent of          Survey respondents were asked ques-
the respondents replied that they either    tions on possible MDT actions to improve
did not know or these questions were not Montana’s roadways (see Table 25 ). The
applicable to them.                         possible actions were rated on a priority

                                                                                 % Yes                   % No           % don't know
Passenger transporation infratstructure is adequate                                  32%                 49%                19%
Marketing is an essential part of your organization's transportation
                                                                                     40%                 42%                19%
plan
                      Responsible Parties                              Local Govt.         Employers            Other      don't know
Responsible for Implementing Rideshare Programs                           38%                26%                23%           13%

                                                       Table 24
                                                                                            Mean Score                   Rating
 Meeting the needs of the elderly and disabled                                                     2.1                  Average
 Meeting the needs of the general public                                                           1.6            Poor to average
 Community leaders' commitment to transit issues/projects                                          2.0                  Average
                                                       Table 24a

                                                  2003 Stakeholder Survey

                                                            50
                                            Passenger Transportation Group


scale of one to five (same as the scale                    known practice is the weekly meetings for
used earlier in the survey). ‘Wider road-                  construction projects in urban areas.
ways’ and ‘more traffic signals and left
turn bays’ are both somewhat high priori-                   Respondents were also given the op-
ties for the passenger transportation                 portunity to provide comments and sug-
stakeholder group.                                    gestions for other ways to inform the pub-
                                                                              lic. Only one com-
            Possible Actions to Improve Roadways                   Mean Score
                                                                              ments was re-
 Wider roadways                                                       4.25    ceived from this
 More traffic signals and left turn bays                              4.02    group, it is:
 More pavement markings                                               3.70    ♦ Send out a per-
                                                                              son to senior cen-
 Increase roadway shoulder widths to accommodate bicyclists           3.69
                                                                              ters to give update
 More guard rails and crash cushions                                  3.63    on projects in their
 More directional/informational signs                                 3.48    areas.
 More illumination (lighting) of roadways                                    3.37
                                                                   MDT’s Customer
                                      Table 25
                                           Service and Performance Grades
Awareness of Information                       Respondents were asked to grade MDT
Sharing                                    in several areas of overall performance
    Informing the public is important to   and customer service (see Table 27). The
MDT. As a way to determine how well cur- passenger transportation group gave MDT
rent practices of public involvement are   B and B- grades. These grades are higher
working, respondents were asked about      than the grades from the public. The
their knowledge of these practices.        passenger transportation group is one of
                                           the more satisfied stakeholder groups
    Table 26 shows that the top two public surveyed. Table 27a shows that the cus-
notification practices known to this group tomer service grades for 2003 improved
are the Newsline, and newspaper adver-     over 2001’s grades.
tisements for public meetings. The least

          Public Notification and Information Sharing Practices                     Yes      No
         Construction project public meetings                                       76.5%   23.5%
         Newspaper advertisements for public meetings                               88.2%   11.8%
         Press releases                                                             80.4%   19.6%
         Special mailings                                                           76.5%   23.5%
         Statewide Transportation Improvement Programs (STIP) publication           76.5%   23.5%
         Newsline- MDT's quarterly newsletter                                       96.1%    3.9%
         Public service announcements on radio, TV, and billboards                  66.7%   33.3%
         Montana & the Sky- Aeronautics Division's monthly newsletter               17.6%   82.4%
         MDT internet web site                                                      76.5%   23.5%
         Newspaper articles                                                         84.3%   15.7%
         Radio updates of current projects in area                                  58.8%   41.2%
         Weekly meetings for construction projects in urban areas                   15.7%   84.3%

                                                         Table 26

                                               2003 Stakeholder Survey

                                                         51
                                                 Passenger Transportation Group


                                                                                        Mean Scores and Grades
                  Customer Service Grades
                                                                         Passenger Transportation                Public

How would you grade MDT's overall performance during the past year?        2.9               B            2.6             B-


What grade would you give MDT on the quality of service it provides?       2.9               B            2.7             B-


Overall, how would you grade the current quality of service provided
                                                                           3.0               B            2.9             B
by MDT compared to the quality of service by MDT five (5) years ago?

What grade would you give MDT on overall quality of planning to meet
                                                                           2.8              B-            2.5             B-
statewide transportation needs?
What grade would you give MDT for its responsiveness to outside ideas
                                                                           2.6              B-            2.3             C+
and concerns from customers?
What grade would you give MDT on its efforts to keep customers fully
informed of all relevant information and upcoming decisions related        2.9               B            2.5             B-
to the transportation system?
What grade would you give MDT on the extent of inconvenience cause
                                                                           2.5              B-            2.4             C+
by construction and/or maintenance projects?
What grade would you give MDT on its overall highway maintenance
                                                                           2.5              B-            2.6             B-
and repair?
How would you grade MDT's performance on new highway
                                                                           2.5              B-         *not asked
construction?
Overall, what grade would you give MDT on the convenience of travel
                                                                           2.5              B-            2.6             B-
through construction zones?
What grade would you give MDT on its public notification process for
                                                                           2.5              B-            2.5             B-
construction projects in your area?

                                       Table 27
Customer Service Comments                        ♦ You need to have flaggers on all
      As with the public involvement and      of your projects-we have had broken
information sharing questions, respon-        windows from people driving too fast.
dents were given the opportunity to com-      Another thing is that just because the
ment on MDT’s customer service. Com-          tar is coming through you can’t throw
ments received are listed below.              down rocks and expect them to stick.

                                                                                       Mean Scores and Grades
             Customer Service Grades - History
                                                                               2003 Stakeholder           2001 Stakeholder

 How would you grade MDT's overall performance during the past year?        2.9              B             2.8            B-


 What grade would you give MDT on the quality of service it provides?       2.9              B             2.8            B-


 Overall, how would you grade the current quality of service provided
                                                                            3.0              B             2.9             B
 by MDT compared to the quality of service by MDT 5 years ago?

 What grade would you give MDT on overall quality of planning to meet
                                                                            2.8              B-            2.6            B-
 statewide transportation needs?
 What grade would you give MDT for its responsiveness to outside ideas
                                                                            2.6              B-            2.4            C+
 and concerns from customers?
 What grade would you give MDT on its efforts to keep customers fully
 informed of all relevant information and upcoming decisions related        2.9              B             2.7            B-
 to the transportation system?
 What grade would you give MDT on the extent of inconvenience cause
                                                                            2.5              B-            2.4            C+
 by construction and/or maintenance projects?

                                                           Table 27a

                                                     2003 Stakeholder Survey

                                                                52
                                  Passenger Transportation Group


                                            Transportation Issues Comments
♦   The folks at MDT are awesome, very             Respondents were also given the
    willing to help, very accommodating     opportunity to provide additional input on
    and efficient. The transit programs are transportation issues important to them,
    very valuable to Montana. Great job!    but not addressed specifically in the sur-
                                            vey. Listed below are the comments and
♦   The Montana Highways are excellent; suggestions received.
    the areas on Federal lands are the      ♦ Air service into parts of Montana,
    problems with us here on the North-        most of all West Yellowstone, needs to
    ern Cheyenne Reservation.                  be improved and promoted.

♦   2002 TranPlan 21 Update does not              ♦     Transportation issues for elderly and
    have sufficient information/emphasis                disabled.
    on public bus passenger transporta-
    tion.                                         ♦     Some areas don’t have taxis or any
                                                        good bus system going into the larger
♦   Bid projects with reduced time allow-               cities and getting home on the same
    ance. Require a minimum of contrac-                 day. Keeping the cost affordable.
    tor staff every day. Look at double
    shifting-projects too strung out              ♦     Timing of traffic signals. Excessive
    (Helena is a good example).                         wait time before signal turns green at
                                                        some intersections. The ‘walk’ light
♦   I enjoy driving on fixed roads.                     usually doesn’t allow enough time to
                                                        get across a four-lane highway.
♦   I think the small towns need more
    help to keep programs going and eas- ♦              Affordable air traffic within and out-
    ier to get help. Everything is geared to            side of Montana.
    larger towns.
                                                  ♦     Rest areas need to be open year round
♦   Services are above average compared
    to other states within my frame of ref- ♦           We need an air hub that cuts the cost
    erence. Lack of rest areas limits the               of air transportation.
    use of many non-interstate highways.
                                                  ♦     Leave existing rest areas open
♦   You’re very good in all aspects (re: our
    facility bus at CFVH in Plains). Any     ♦          Public transportation for all communi-
    problems or questions were ad-                      ties
    dressed, answered, and taken care of
    in a timely manner. Our transporta-
    tion problems are not really your fault-
    it is our large rural area and lack of
    availability.


                                                      NOTE: All comments appearing in the
                                                        surveys were included in this report.




                                      2003 Stakeholder Survey

                                                53
STATE, FEDERAL, AND LOCAL                    ministration (FAA); Bureau of Land Man-
GOVERNMENT STAKEHOLDER                       agement (BLM); Bureau of Indian Affairs
GROUP                                        (BIA), U.S. Forest Service; and the Envi-
                                             ronmental Protection Agency. The local
        As mentioned earlier in this report, government representatives includes the
the 2003 Stakeholder Survey was changed transportation planners from metropoli-
by editing questions and some of the         tan planning organizations, and planning
stakeholder groups were shifted in 2001. staff from Montana’s fifteen urban areas
For example, the urban area planners         and the counties
were a separate stakeholder group in the
1997 and 1999 Stakeholder Surveys. In        Response Rate
the 2001 & 2003 Stakeholder Surveys,                A total of 49 survey packages were
this group was expanded to include other     mailed to this group. Nineteen stake-
non-elected government officials from        holders responded, which gave this group
state, federal, and local agencies.          a 39% response rate. A 39% response rate
                                             is considered good for a mail-in survey.
Stakeholders
       This group of stakeholders in-       Satisfaction with the Transportation
cluded state, federal, and local govern-    System
ment representatives. Some of the state            The government stakeholder group
agencies included were the departments      was less satisfied than the public with six
of Commerce; Environmental Quality;         out of sixteen transportation system com-
Justice-Highway Patrol; Fish, Wildlife,     ponents. The respondents rated the sys-
and Parks; Administration; and Natural      tem components on a scale of one to ten,
Resources and Conservation. The federal     with six of the areas rated below the sat-
agencies included Federal Highway Ad-       isfactory mean score of five (see Figure
ministration (FHWA); Federal Aviation Ad-   18). Like the public, interstates highways
                                                   (8.00) received the highest rating
                                       Figure 18
                          State & Federal Govt. Group
                                 System Satisfaction                    Stake holder
              10
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               8
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                                  2003 Stakeholder Survey

                                            54
                                       Government Group


                                         Figure 18a

                       State & Federal Govt. Group - History                        2003
                                  System Satisfaction                               2001
                10
                 9                                                                  1999
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for satisfaction and passenger rail ser-         Figure 19 compares the mean priority
vices (3.54) got the lowest score for this       scores between the two surveys. The
stakeholder group.                               stakeholder group rated most of the ac-
                                                 tions higher than the public. They rated
        The trend from the past surveys          most of the actions as somewhat high pri-
shows similar satisfaction scores. There         orities. The exception was ‘improve the
were few variances between the years for         physical condition of bus depots’ which
this stakeholder group (see Figure 18a).         was rated a somewhat low priority (2.38)
When asked to rate their overall satisfac-       and the lowest priority for this group.
tion with Montana’s transportation sys-          ‘Improving transportation safety’ was the
tem, the respondents were more satisfied         highest priority.
(6.56) than the general public (6.3) and
this is an increase from previous years.             As mentioned earlier in this report, the
                                                 questions concerning actions to improve
Actions to Improve the Transportation            the transportation system were changed
System                                           for the 2003 survey. These changes to the
       In both the stakeholder and tele-         scale and questions do not allow for a di-
phone surveys, respondents prioritized           rect comparison of the 2003 survey with
sixteen actions that MDT could take to           those survey conducted previously. To
improve the transportation system in             provide some information concerning
Montana. These actions were rated:               trends the top three priorities for the
•   Very low priority – coded as one             state, federal and local government group
•   Somewhat low priority – coded as two         are listed below from each year the survey
•   Medium priority – coded as three             was conducted.
•   Somewhat high priority – coded as
    four                                         2003 Top Priorities:
•   Very high priority - coded as five           1] Improve transportation safety

                                     2003 Stakeholder Survey

                                               55
                                                Government Group


                                                  Figure 19
                                   State & Federal Govt. Group
                                                                                         Stakeholder
                                             System Priorities
                      5.0                                                                Public
                      4.5
                      4.0
           priority




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2] Improve the physical condition of
   other roads and streets                                Actions to Improve Roadways
3] Ensure adequate pedestrian facilities                      Seven questions were asked of respon-
                                                          dents to explore their attitudes about pos-
2001 Top Priorities:                                      sible MDT actions to improve roadways
1] Improve transportation safety                          (see Table 28). The possible actions were
2] Increase highway capacity due to                       rated on a priority scale of:
   growth                                                 -1- “Very low priority”
3] Ensure adequate pedestrian facilities                  -2- “Somewhat low priority”
                                                          -3- “Medium priority”
1999 Top Priorities:                                      -4- “Somewhat high priority”
1] Provide year round rest area access                    -5- “Very high priority”
2] Reduce traffic congestion                              The highest priority for this group is to
3] Improve highway maintenance                            increase roadway shoulder widths to ac-
                                                          commodate bicyclists and , ‘more illumi-
1997 Top Priorities:
1] Ensure ade-                         Possible Actions to Improve Roadways                Mean Score
   quate pedes-             Increase roadway shoulder widths to accommodate bicyclists        4.05
   trian facilities         Wider roadways                                                    3.89
2] Improve trans-           More traffic signals and left turn bays                           3.84
   portation safety
                            More pavement markings                                            3.53
3] Improve the
   physical condi-          More guard rails and crash cushions                               3.53
   tion of the inter-       More directional/informational signs                              3.26
   states and ma-           More illumination (lighting) of roadways                          3.05
   jor highways
                                                                   Table 28

                                             2003 Stakeholder Survey

                                                        56
                                               Government Group


  Public Notification and Information Sharing Practices                Yes      No
 Construction project public meetings                                  89.5%   10.5%
 Newspaper advertisements for public meetings                          94.7%   5.3%
 Press releases to all media                                           84.2%   15.8%
 Special mailings                                                      94.7%   5.3%
 Statewide Transportation Improvement Program (STIP) publication       89.5%   10.5%
 Newsline - MDT's quarterly newsletter                                 84.2%   15.8%
 Public service announcements on radio, TV, and billboards             94.7%   5.3%
 Montana & the Sky - Aeronautics Division's monthly newsletter         15.8%   84.2%
 MDT internet web site                                                 94.7%   5.3%
 Newspaper articles                                                    94.7%   5.3%
 Radio updates of current projects in area                             89.5%   10.5%
 Weekly meetings for construction projects in urban areas              57.9%   42.1%

                                       Table 29
nation (lighting) of roadways’ is the lowest      Performance
priority, which is also the lowest priority
for all of the stakeholder groups.            MDT Customer Service and
                                              Performance
Awareness of Information Sharing                  The stakeholder survey asks the opin-
    Keeping the public informed about         ion of the stakeholder groups regarding
transportation issues is a high priority to various aspects of MDT’s performance
many Montanans. In order to efficiently       and responsiveness to the public. The re-
distribute information, respondents were sults for the government stakeholder
asked about their knowledge concerning        group can be seen in Table 30. The re-
MDT’s public involvement and informa-         spondents were asked to grade MDT’s
tion sharing techniques and efforts.          customer service using an A through F
                                              scale with an option to indicate if un-
    Table 29 shows the stakeholder            known. The government stakeholder
groups’ familiarity with MDT’s information group gave MDT customer service grades
sharing techniques. This stakeholder          of C+ to B.
group was the most familiar with MDT’s
information sharing practices. Montana &          When looking at the customer service
the Sky was the only practice that less       grades compared to 2001’s survey (see
than fifty percent of the respondents were Table 30a), all areas improved except for
familiar with.                                the ‘extent of inconvenience caused by
                                              construction and/or maintenance pro-
    Respondents were also given the op-       jects’, which got a lower grade in 2003.
portunity to provide comments and sug-
gestions on other ways of public informa-             Respondents were given the oppor-
tion sharing that MDT could use and only tunity to comment on MDT’s customer
one comment was given.                        service. Listed below are the comments
♦ Direct notification to emergency ser-       received from the government stake-
    vice providers to give current and ac- holders.
    curate information on lane and road
    closures. MDT Customer Service and        ♦ MDT has a huge job in this state.


                                             2003 Stakeholder Survey

                                                       57
                                                     Government Group


                                                                                      Mean Score and Grades
                  Customer Service Grades                               State, Federal & Local
                                                                                                                 Public
                                                                             Government

How would you grade MDT's overall performance during the past year?         3.0             B           2.6               B-


What grade would you give MDT on the quality of service it provides?        3.0             B           2.7               B-


Overall, how would you grade the current quality of service provided
                                                                            3.1             B           2.9               B
by MDT compared to the quality of service by MDT five (5) years ago?

What grade would you give MDT on overall quality of planning to meet
                                                                            2.7             B-          2.5               B-
statewide transportation needs?
What grade would you give MDT for its responsiveness to outside ideas
                                                                            2.4            C+           2.3               C+
and concerns from customers?
What grade would you give MDT on its efforts to keep customers fully
informed of all relevant information and upcoming decisions related         2.9             B           2.5               B-
to the transportation system?
What grade would you give MDT on the extent of inconvenience cause
                                                                            2.3            C+           2.4               C+
by construction and/or maintenance projects?
What grade would you give MDT on its overall highway maintenance
                                                                            2.8             B-          2.6               B-
and repair?
How would you grade MDT's performance on new highway
                                                                            2.7             B-       *not asked
construction?
Overall, what grade would you give MDT on the convenience of travel
                                                                            2.4            C+           2.6               B-
through construction zones?
What grade would you give MDT on its public notification process for
                                                                            3.0             B           2.5               B-
construction projects in your area?

                                       Table 30
   Thousands of miles of road to                 each year pose a very difficult task of
   maintain, nearly a million residents        providing a safe and economical
   and 1.9 million non-resident tourists       means of traveling through the state,

                                                                                  Mean Scores and Grades
             Customer Service Grades - History
                                                                            2003 Stakeholder          2001 Stakeholder

How would you grade MDT's overall performance during the past year?         3.0             B              2.6            B-


What grade would you give MDT on the quality of service it provides?        3.0             B              2.7            B-


Overall, how would you grade the current quality of service provided
                                                                            3.1             B              2.7            B-
by MDT compared to the quality of service by MDT 5 years ago?

What grade would you give MDT on overall quality of planning to meet
                                                                            2.7             B-             2.5            B-
statewide transportation needs?
What grade would you give MDT for its responsiveness to outside ideas
                                                                            2.4            C+              2.1            C
and concerns from customers?
What grade would you give MDT on its efforts to keep customers fully
informed of all relevant information and upcoming decisions related         2.9             B              2.5            B-
to the transportation system?
What grade would you give MDT on the extent of inconvenience cause
                                                                            2.3            C+              2.5            B-
by construction and/or maintenance projects?

                                                        Table 30a

                                                  2003 Stakeholder Survey

                                                             58
                                      Government Group



    but MDT has stepped up to the task               with. I encourage MDT to keep on
    remarkably well.                                 things in small towns and rural areas
                                                     and not concentrate all efforts to ur-
♦   Need more money to address conges-               ban areas. I am a fairly serious cyclist,
    tion issues in growing portions of               all I ask is a decent sized lane and/or
    state. For example, Missoula does not            nice wide shoulder to ride on. What-
    receive enough money to keep up with             ever you do to improve that situation
    projects needed to address congestion.           is greatly appreciated!
    Need to revisit distribution of gas tax
    money to urban and rural secondary ♦             The historic and archaeologist in your
    roads.                                           environmental services division are
                                                     top notch. They deserve more internal
♦   Would like to see better coordination            recognition for the work they do and
    with local agencies on design deci-              more opportunities to preserve rather
    sions for projects within city limits.           than mitigate.
    Would like the opportunity to review
    and comment on plans prior to ap-           ♦    Sometimes there is a disadvantage in
    proval for construction.                         having a State highway through a
                                                     town’s main street. When reconstruc-
♦   Would like to see current and accu-              tion of a main street is considered,
    rate information on lane and street              give more attention to streetscape and
    closures                                         pedestrian amenities. An urban design
                                                     specialist should be involved in plan-
♦   Staff in the Planning Division and               ning the work to be done on a Main
    CTEP program have provided great                 Street. Why can’t bike lanes, bulb
    support and assistance and overall               outs, and special cross-walks be in-
    provide excellent customer service.              corporated into the design? The pur-
                                                     pose of Main Street is for commerce
♦   MDT needs to improve on its repair               and not just to move traffic from point
    and upgrades of existing safety fea-             A to point B. Any and all traffic calm-
    tures (i.e. guardrails, warning signs,           ing measures should be considered.
    traffic markings and crash cushions).            Be open to all options and not do just
                                                     what the design manual says. Why
♦   The urban system in Montana’s larg-              aren’t traffic circles used more in
    est cities is behind the curve. Improve-         Montana? Do not subsidize urban
    ments in those areas need to continue            sprawl by building more roads or in-
    at a higher funding level.                       creasing capacity. More incentives
                                                     needed to expand use of public tran-
♦   Winter maintenance should remain a               sit.
    high priority.
                                                ♦    MDT is a first rate public service or-
♦   The Glendive District has seen a                 ganization. Any issues I might have
    marked improvement in many areas                 with MDT’s management are a result
    including customer service over sev-             of different agency missions. However,
    eral years ago. MDT’s attitude towards           I would like to see the planning proc-
    the public has vastly improved.                  ess combined with environmental
                                                     analysis. Thanks for the opportunity
♦   MDT has always been good to work                 to comment.


                                    2003 Stakeholder Survey
                                              59
                                      Government Group



                                                     walk, etc…)
Transportation Issues Comments
       Respondents were also given the          ♦    Historic preservation-use of CTEP
opportunity to provide additional input              funds. Bridge rehabilitation, instead
on transportation issues important to                of replacement-not everything has to
them, but not addressed specifically in              withstand a nuclear bomb.
the survey. Listed below are the re-
sponses received.                               ♦    Incorporating innovative design into
♦ Maintenance of traffic during con-                 urban systems
   struction needs improvement, espe-
   cially in urban areas.                       ♦    Reduce the scale of rumble strips
                                                     on/in shoulders. Alternative modes
♦   Reducing impacts to wildlife (deer-              of transportation are extremely im-
    car collisions)                                  portant, such as bicycling. Wide
                                                     rumble strips are very dangerous
♦   Emphasize ped/bicycle-this gets very             and force bicycle riders onto road-
    little attention. Sign commonly used             way.
    bicycle routes (highways/secondary
    routes) as “Caution-Bicyclists”.     ♦           We need to find opportunities to en-
                                                     courage environmental mitiga-
♦   Back Country Byways                              tion/enhancements along highway
                                                     corridors.
♦   More bicycle safety informa-
    tion/training especially for kids-most
    of whom are getting the wrong infor-
    mation from their parents, teachers
    and even the police (i.e. riding on left
    side of the road, riding on the side-
                                                NOTE: All comments appearing in the
                                                  surveys were included in this report.




                                    2003 Stakeholder Survey
                                               60
NATIVE AMERICAN TRIBES                      Satisfaction with the Transportation
STAKEHOLDER GROUPS                          System
                                                   The surveys were the same as
Stakeholders                                those sent to each stakeholder group and
        Due to their sovereign status, each used in the 2003 Public Involvement Tele-
of Montana’s Native American tribes was phone Survey. Using the same questions
considered a separate stakeholder group. allows for relevant comparisons between
Survey packets were sent twice to the       the different tribal governments, stake-
tribal TERO officer, transportation plan-   holder groups and the public.
ner, and tribal chairperson of each tribal
government.                                        Each tribal government was asked
                                            to rate their satisfaction with the trans-
Response Rate                               portation system on a scale of one to ten.
        Surveys were mailed to each reser- A response of 5.0 is considered the
vations tribal government, including the    “middle response”. Anything above 5.0
Little Shell Tribe. Surveys were completed represents the intensity of satisfaction
and return by the following:                and anything below 5.0 represents the
♦ Blackfeet Tribal Government               intensity of dissatisfaction. As illustrated
♦ Crow                                      in Figure 20, satisfaction with the differ-
♦ Fort Belknap Community Council            ent components of Montana’s transporta-
♦ Confederated Salish & Kootenai            tion system varied greatly between the
♦ Fort Peck Tribes                          components and the tribes.



                                             Figure 20
                               M ontana's Native American Tribes
                                      System Satisfaction
                10
                 9
                 8
                 7
        scale




                 6
                 5
                 4
                 3
                 2
                 1
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                Crow                                          Blackfeet
                Fort Belknap                                  Confederated Salish & Kootenai
                Fort Peck

                                        2003 Stakeholder Survey

                                                  61
                                          Native American Tribes


        The Crow and Confederated Salish             modified from previous years. A more
& Kootenai respondents appear to be the              precise scale was used and some of the
most satisfied with all the transportation           possible actions were deleted or changed
system components. Their scores did not              to reflect changes in MDT policy and
fluctuate as greatly as compared to the              procedure. These changes invalidate
other tribal government’s scores and they            comparisons of the 2003 Stakehodler
answered all of the questions on the sur-            Survey with those completed previously.
vey. The respondents were most satisfied
with a variety of transportation system             Respondents were asked to priori-
components ranging from the interstate,     tize sixteen actions that could be taken by
city streets, to freight rail services. The MDT to improve the transportation sys-
respondents were also dissatisfied with     tem in Montana. These actions were rated
many of the components. All of the re-      on a scale of one to five. Actions of ’very
sponding tribes rated four or more of the   low priority’ were coded as one and ac-
system components with dissatisfaction      tions of ‘very high priority’ were coded as
scores of four or less.                     five. Figure 22 (on the next page) com-
                             Figure 21      pares the priority scores between the re-
                                                               sponding tribes. The re-
                    Overall Satisfaction with                  sults were similar to the
                     Transportation System                     system satisfaction
        10                                                     question with varied an-
                                                               swers among the actions
         9
                                                               and the tribes.
         8

         7                                                                        All of the re-
                                                                          sponding tribes except
         6
scale




                                                                          Fort Belknap rated
         5                                                                nearly all of the action
         4
                                                                          as ‘somewhat high’ or
                                                                          ‘very high’. ‘Improve
         3                                                                transportation safety’
         2                                                                was rated as the highest
                                                                          priority action for all of
         1
                                                                          the responding tribes.
             Crow    Blackfeet   Fort Belknap Confederated    Fort Peck
                                                Salish &
                                                                          Only one action received
                                                Kootenai                  a ‘very low priority’ rat-
                                                                          ing. It was ‘improving
                                                                          rest areas’ by the Fort
       When asked to rate their overall              Belknap tribes.
satisfaction with Montana’s transporta-
tion system, the tribal stakeholders re-             Special Interest Questions
sponded as shown in Figure 21. The Crow                  Both the 2003 Public Involvement Tele-
(with a score of 8) are the most satisfied           phone Survey and the 2003 Stakeholder
while Fort Belknap is the least satisfied            Survey included a new section of special
with an overall system score of four.                interest questions. These questions were
                                                     asked to identify transportation related
Actions to Improve the Transportation                special issues that may currently be im-
System                                               portant to Montanans. For the 2003 sur-
      This portion of the survey was                 veys, special interest questions included

                                         2003 Stakeholder Survey

                                                   62
                                                          Native American Tribes


                                                               Figure 22
                                           M ontana's Native American Tribes
                                                          System Priorities
        High               5.0
                           4.5
                           4.0
                priority



                           3.5
                           3.0
                           2.5
                           2.0
                           1.5
          Low              1.0




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                  Crow                                                              Blackfeet
                  Fort Belknap                                                      Confederated Salish & Kootenai
                  Fort Peck

possible actions to improve roadways and -3- “Medium priority”
awareness of public notification and infor- -4- “Somewhat high priority”
mation sharing.                             -5- “Very high priority”

Actions to Improve Roadways                                                  Once again, the respondents for this
    Seven questions were asked of respon-                                portion of the survey rated most of the
dents to explore their attitudes about pos-                              actions as a somewhat high priority, ex-
sible MDT actions to improve roadways                                    cept for Fort Belknap.
(see Table 31). The possible actions were
rated on a priority scale of:                                            Awareness of Information Sharing
-1- “Very low priority”                                                     Keeping the public informed about
-2- “Somewhat low priority”                                              transportation issues is a high priority to

                                                                                                                 Confederated
           Possible Actions to Improve Roadways                              Crow     Blackfeet   Fort Belknap     Salish &     Fort Peck
                                                                                                                   Kootenai
More illumination (lighting) of roadways                                     4.5         5             2             4.5           4
More directional/informational (i.e. stop signs, route markers) signs        4.5         5             3              5            3
More pavement markings (i.e. shoulder lines, lane arrows)                     5          4             2              5            3
More guard rails and crash cushions                                           5          3             1              5            4
Wider roadways                                                                5          5             1             3.5           4
More traffic signals and left turn bays                                       4          5             1              5            3
Increase roadway shoulder widths to accommodate bicyclists                    4          5             1             4.5           5

                                                                 Table 31
                                                         2003 Stakeholder Survey

                                                                        63
                                                        Native American Tribes


many Montanans. In order to efficiently                                 the tribes can be seen in Table 32. The
distribute information, respondents were                                tribes were asked to grade general areas
asked about their knowledge concerning                                  of customer service using an A through F
MDT’s public information and informa-                                   scale with an option to indicate if
tion-sharing techniques and efforts.                                    unknown.

   A table was not created for a compari-                                   As with all of the other questions in
son of the tribal governments’ knowledge                                the survey, the answers varied greatly
about MDT’s information sharing tech-                                   among the questions and tribes.
niques since some of the tribes had more                                Confederated Salish & Kootenai Tribes
one than respondent answer the surveys                                  gave MDT the highest grades of A’s and
that would not allow for a useful compari-                              B’s for each component. The lowest grade
son of answers. However, all of the re-                                 (F) was given by Fort Belknap for perform-
spondents knew about the MDT website                                    ance by MDT on new highway construc-
and none of them knew about Montana &                                   tion. Table 32a shows this year’s cus-
the Sky. All of the respondents, except for                             tomer service grades compared to 2001’s
Fort Belknap, knew of the Statewide                                     grades. The Confederated Salish and
Transportation Improvement Program                                      Kootenai tribe is once again the most sat-
(STIP).                                                                 isfied with MDT’s service when compared
                                                                        to 2001.
MDT’s Customer Service and
Performance Grades                               Respondents were given the oppor-
   The tribes were asked to grade MDT in tunity to comment on MDT’s customer
several areas of overall performance and  service. Listed below are the comments
customer service. The results for each of received from the tribal stakeholders.
                                                                                                              Confederated
                  Customer Service Grades                                   Crow   Blackfeet   Fort Belknap     Salish &     Fort Peck
                                                                                                                Kootenai

How would you grade MDT's overall performance during the past year?          B        C             D              A            C


What grade would you give MDT on the quality of service it provides?         B        C             D              A            B


Overall, how would you grade the current quality of service provided
                                                                             B        B             D              A             ?
by MDT compared to the quality of service by MDT five (5) years ago?

What grade would you give MDT on overall quality of planning to meet
                                                                             B        C             D              A            D
statewide transportation needs?
What grade would you give MDT for its responsiveness to outside ideas
                                                                             B-       D             D              A            C
and concerns from customers?
What grade would you give MDT on its efforts to keep customers fully
informed of all relevant information and upcoming decisions related          B-       D             C              B            C
to the transportation system?
What grade would you give MDT on the extent of inconvenience cause
                                                                             C        D             C              D            C
by construction and/or maintenance projects?
What grade would you give MDT on its overall highway maintenance
                                                                             B        C             D              B            C
and repair?
How would you grade MDT's performance on new highway
                                                                             B-       C             F              A            C
construction?
Overall, what grade would you give MDT on the convenience of travel
                                                                             C        C             C              A            B
through construction zones?
What grade would you give MDT on its public notification process for
                                                                             B        B             B              A            C
construction projects in your area?

                                                                Table 32
                                                        2003 Stakeholder Survey

                                                                       64
                                     Native American Tribes




                                             Confederated Salish &
Flathead:




                                                                                             2001
♦ MDT is getting better and doing




                                                                                                                                                                                                                                                                   A




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              A
                                                                                                    B


                                                                                                                                                                          B




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               B
                                                                                                                                                                                                                                                                                                                                          B


                                                                                                                                                                                                                                                                                                                                                                                                                 B
                                                   Kootenai
   more to inform and involve people
   throughout its planning process.
   Good work! Although not everyone




                                                                                             2003




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               D
                                                                                                    A


                                                                                                                                                                          A


                                                                                                                                                                                                                                                                   A


                                                                                                                                                                                                                                                                                                                                          A


                                                                                                                                                                                                                                                                                                                                                                                                                 A


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              B
   can or will be satisfied, the MDT is
   attempting to incorporate public in-
   volvement/comments into its plans.




                                                                                             2001




                                                                                                                                                                                                                                                                                                                                          D
                                                                                                    C


                                                                                                                                                                          C




                                                                                                                                                                                                                                                                                                                                                                                                                 C




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               C
                                                                                                                                                                                                                                                                   C




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              C
                                                  Fort Belknap
♦   Good work on snowplowing the
    roads/interstate are safe to drive.




                                                                                             2003

                                                                                                    D


                                                                                                                                                                          D


                                                                                                                                                                                                                                                                   D


                                                                                                                                                                                                                                                                                                                                          D


                                                                                                                                                                                                                                                                                                                                                                                                                 D




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               C
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              C
♦   Kudos on the Stephens Street pro-
    ject in Missoula and the Orange
    Street Bridge. These projects have
    greatly improved the traffic flow. Re-



                                                                                             2001

                                                                                                    B


                                                                                                                                                                          C




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               C
                                                                                                                                                                                                                                                                   C


                                                                                                                                                                                                                                                                                                                                          C


                                                                                                                                                                                                                                                                                                                                                                                                                 C


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              B
    serve Street was doomed from the
    beginning as soon as the Wal-Mart             Blackfeet
    opened. Hopefully, the MDT and the
    city commission can acquire addi-
                                                                                             2003




                                                                                                                                                                                                                                                                                                                                                                                                                 D


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              D


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               D
                                                                                                    C


                                                                                                                                                                          C


                                                                                                                                                                                                                                                                   B


                                                                                                                                                                                                                                                                                                                                          C
    tional right of way to lengthen the
    turning lanes to access the side
    streets.




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   Table 32a
                                                                                             2001

                                                                                                    C


                                                                                                                                                                          C


                                                                                                                                                                                                                                                                   B


                                                                                                                                                                                                                                                                                                                                          B


                                                                                                                                                                                                                                                                                                                                                                                                                 C


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              B


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               C
♦   Although lane reductions on Broad-
    way in Missoula sound good, it may
                                                  Crow




    not be the best idea. I recommend
                                                                                             2003




    creating an access control plan,
                                                                                                                                                                                                                                                                                                                                                                                                                 B-


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              B-
                                                                                                    B


                                                                                                                                                                          B


                                                                                                                                                                                                                                                                   B


                                                                                                                                                                                                                                                                                                                                          B




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               C
    turn bays, island curbing, and
    streetlights to handle traffic flow,
                                                                                                                                                                                                                                                                                                                                                                                               What grade would you give MDT for its responsiveness to outside ideas
                                                                                                                                                                                                                                                                                                                        What grade would you give MDT on overall quality of planning to meet
                                                                                                    How would you grade MDT's overall performance during the past year?




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              What grade would you give MDT on the extent of inconvenience cause
    capacity, and speeds. Leave the                                                                                                                                                                                                                                                                                                                                                                                                                                    What grade would you give MDT on its efforts to keep customers fully
                                                                                                                                                                                                                                                 by MDT compared to the quality of service by MDT five (5) years ago?
                                                                                                                                                                                                                                                 Overall, how would you grade the current quality of service provided
                                                                                                                                                                          What grade would you give MDT on the quality of service it provides?




                                                                                                                                                                                                                                                                                                                                                                                                                                                                       informed of all relevant information and upcoming decisions related
    curbs, gutters, and sidewalks and
    add designated pedestrian crossings
    with bulb outs and cross hatching
                                                         Customer Service Grades - History




    to allow people to safely cross the
    streets. Please hurry with the Rus-
    sell Street EIS process.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              by construction and/or maintenance projects?




Blackfeet:
♦  Work more closely with Indian res-
   ervation planners.
                                                                                                                                                                                                                                                                                                                        statewide transportation needs?


                                                                                                                                                                                                                                                                                                                                                                                               and concerns from customers?



                                                                                                                                                                                                                                                                                                                                                                                                                                                                       to the transportation system?




Fort Peck:
♦   MDT needs to keep Montana tribes
    in the loop on all projects on or
    near the reservations. Upgrade cur-
    rent tribal transportation folks. I
    continue to get mail addressed to
    our former transportation planner

                                    2003 Stakeholder Survey
                                                  65
                                   Native American Tribes



    who has not been here in over 3
    years.

Transportation Issues Comments
       Respondents were also given the
opportunity to provide additional input
on transportation issues important to
them, but not addressed specifically in
the survey. Listed below are the re-
sponses received.
Fort Belknap:
♦ Reconstruct Highway 66 from junc-
   tion Highway 2 to junction 191

♦   Assist in funding for extending Fort
    Belknap agency runway (airport)

Fort Peck:
♦  Continue open lines of communica-
   tions between MDOT and Montana
   tribes on all transportation related
                                              NOTE: All comments appearing in the
   issues. We need to be heard
                                                surveys were included in this report.




                                   2003 Stakeholder Survey
                                             66
           Appendix A
       Survey Questionnaires




2003 Survey of Transportation
       Stakeholders




            2003 Stakeholder Survey
                                   Appendix A




 Included in Appendix A is a copy of the 2003 Transportation Stakeholders
 Survey. Not all of the surveys were included, since many of the stakeholder
  groups received the same surveys. The Intermodal Freight and Passenger
Transportation groups were the only stakeholders that had additional ques-
     tions asked and copies of their surveys can be provided by request.




                             2003 Stakeholder Survey
                                       A1
               Part I- Current State of Transportation in Montana

     1. Using a scale of 1 to 10 (1 = very unsatisfied and 10 = very satisfied),
        please indicate how satisfied you are with the following transportation
        facilities and services. Check the box if you don’t know or it is not
        applicable to you.




                                                                                         Very Satisfied


                                                                                                          Don’t know
                                      Unsatisfied




                                                                                                          Applicable
                                                                                                          or Not
Interstate highways                   Very
                                         1          2        3   4   5   6   7   8   9    10                [ ]

Other major highways                     1          2        3   4   5   6   7   8   9    10                [ ]

City streets                             1          2        3   4   5   6   7   8   9    10                [ ]

Airports                                 1          2        3   4   5   6   7   8   9    10                [ ]

Bicycle pathways                         1          2        3   4   5   6   7   8   9    10                [ ]

Pedestrian facilities                    1          2        3   4   5   6   7   8   9    10                [ ]

Rest areas                               1          2        3   4   5   6   7   8   9    10                [ ]

Bus depots                               1          2        3   4   5   6   7   8   9    10                [ ]

Local transit systems                    1          2        3   4   5   6   7   8   9    10                [ ]

Buses between cities/towns               1          2        3   4   5   6   7   8   9    10                [ ]

Air transportation within Montana        1          2        3   4   5   6   7   8   9    10                [ ]

Air transportation outside Montana       1          2        3   4   5   6   7   8   9    10                [ ]

Passenger rail service                   1          2        3   4   5   6   7   8   9    10                [ ]

Freight rail service                     1          2        3   4   5   6   7   8   9    10                [ ]

Taxis                                    1          2        3   4   5   6   7   8   9    10                [ ]

Transit for the elderly or disabled      1          2        3   4   5   6   7   8   9    10                [ ]




   2. How satisfied are you with Montana’s overall transportation system?
       1   2       3      4      5    6      7       8     9      10    [ ]
don’t know




                                       2003 Stakeholder Survey

                                                        A2
  3. Please indicate your priority for the following actions that could be taken by
     MDT to improve the transportation system and services in Montana (1 = very
     low priority 2 = somewhat low priority 3 = neither low or high priority 4 =
     somewhat high priority 5 = very high priority). Check the box if you don’t
     know.




                                                                                                       High Priority
                                                                          Low Priority

                                                                                         Neither Low




                                                                                                                                   Don’t Know
                                                                          Somewhat




                                                                                                       Somewhat


                                                                                                                       Very High
                                                               Very Low




                                                                                         or High
                                                               Priority




                                                                                         Priority




                                                                                                                       Priority
Improving the physical condition of the interstates and
                                                                 1           2               3             4             5         [ ]
major highways

Improving the physical condition of other roads and
                                                                 1           2               3             4             5         [ ]
streets

Ensuring adequate pedestrian facilities (i.e. sidewalks,
                                                                 1           2               3             4             5         [ ]
footpaths, crossings)

Attempting to reduce single occupancy vehicle use                1           2               3             4             5         [ ]


Ensuring adequate bicycle facilities                             1           2               3             4             5         [ ]

Supporting efforts to increase the availability of
                                                                 1           2               3             4             5         [ ]
scheduled air service

Promoting the use of urban transit systems                       1           2               3             4             5         [ ]


Reducing the air quality impacts of road use                     1           2               3             4             5         [ ]


Improving transportation safety                                  1           2               3             4             5         [ ]

Supporting efforts to preserve existing passenger rail
                                                                 1           2               3             4             5         [ ]
service

Keeping current with new and innovative
                                                                 1           2               3             4             5         [ ]
transportation technologies

Regulating the number of highway approaches and
                                                                 1           2               3             4             5         [ ]
driveways to preserve transportation corridors

Reducing traffic congestion by increasing the capacity
                                                                 1           2               3             4             5         [ ]
of the highway system

Improving the physical condition of bus depots                   1           2               3             4             5         [ ]


Improving rest areas (i.e. maintenance, more facilities)         1           2               3             4             5         [ ]

Keeping the public informed about transportation
                                                                 1           2               3             4             5         [ ]
issues
  4. Are there other transportation-related issues that you think need to be address
     by MDT?

                                            2003 Stakeholder Survey

                                                      A3
                                Part II- Special Interests

    1. Please indicate your priority for the following actions that could be taken
       by MDT to improve the function of Montana’s roadways (1= very low
       priority 2 = somewhat low priority 3 = neither low or high priority 4 =
       somewhat high priority 5 = very high priority). Check the box if you don’t
       know.




                                                                    Low Priority

                                                                                   Neither Low




                                                                                                                          Don’t Know
                                                                    Somewhat




                                                                                                 Somewhat



                                                                                                              Very High
                                                         Very Low




                                                                                   or High
                                                         Priority




                                                                                   priority



                                                                                                 Priority


                                                                                                              Priority
                                                                                                 High
More illumination (lighting) of roadways                   1           2               3            4           5         [ ]

More directional/informational (i.e. stop signs,
                                                           1           2               3            4           5         [ ]
speed limits, route markers) signs
More pavement markings (i.e. shoulder lines,
                                                           1           2               3            4           5         [ ]
lane arrows))
More guard rails and crash cushions                        1           2               3            4           5         [ ]

Wider roadways                                             1           2               3            4           5         [ ]

More traffic signals and left turn bays                    1           2               3            4           5         [ ]

Increase roadway shoulder widths to
                                                           1           2               3            4           5         [ ]
accommodate bicyclists



    2. Informing customers about MDT and its activities is a high priority to the
       Department. Listed below are some of the practices used for public
       notification and information sharing. Please indicate whether or not you
       are aware of these practices.

                                                                                                        Yes        No

          Construction project public meetings                                                          Yes         No

          Newspaper advertisements for public meetings                                                  Yes         No
          Press releases to all media                                                                   Yes         No
          Special mailings                                                                              Yes         No
          Statewide Transportation Improvement Program (STIP) publica-
                                                                                                        Yes         No
          tion
          Newsline – MDT’s quarterly newsletter                                                         Yes         No

          Public service announcements on radio, TV, and billboards                                     Yes         No

          Montana & the Sky- Aeronautic Division’s monthly newsletter                                   Yes         No

          MDT internet web site                                                                         Yes         No

          Newspaper articles                                                                            Yes         No

          Radio updates of current projects in area                                                     Yes         No

          Weekly meetings for construction projects in urban areas                                      Yes         No
                                          2003 Stakeholder Survey

                                                    A4
      3. Are there other ways of public notification that you would like MDT to
         use?




                                Part III- Service

The following questions give you an opportunity to grade MDT on its
performance, using the A through F scale [A = Excellent, B = Good, C = Average,
D = Poor, F = Failing]. Please indicate if you do not have enough information to
give a grade in a particular area (circle only one for each question).

1. How would you grade MDT’s overall performance during the past year?
            A    B    C   D     F     don’t know

2. What grade would give MDT on the quality of service it provides?
            A    B     C   D    F    don’t know

3. Overall, how would you grade the current quality of service provided by MDT
   compared to the quality of service by MDT 5 years ago?
              A   B    C     D     F    don’t know

4. What grade would you give MDT on overall quality of planning to meet
   statewide transportation needs?
             A    B    C     D    F  don’t know

5. What grade would you give MDT for its responsiveness to outside
   ideas/concerns from customers?
            A    B    C     D   F     don’t know

6. What grade would you give MDT on its efforts to keep customers fully
   informed of all relevant information and upcoming decisions related to the
   transportation system?
             A      B    C     D   F     don’t know

7. What grade would you give MDT on the extent of inconvenience caused by
   construction and/or maintenance projects?
             A    B    C    D   F    don’t know

8. What grade would give MDT on its overall highway maintenance and repair?
            A    B     C   D    F     don’t know

9. How would you grade MDT’s performance on new highway construction?
            A    B    C   D     F   don’t know

                                  2003 Stakeholder Survey

                                            A5
11. What grade would you give MDT on its public notification process about construction
projects in your area?
             A     B   C    D   F    don’t know

12. MDT is interested in what you think about its services. Any comments or suggestions
    on MDT’s customer service are welcome. Please use the space below to write your
    comments.




   THANK YOU for taking the time to complete this survey. Your input is
                          important to MDT.


          Please return this survey using the enclosed postage paid envelope.




                              Montana Department of Transportation
                                  Multimodal Planning Bureau
                                Transportation Planning Division
                                       2701 Prospect Ave
                                         PO Box 201001
                                     2003 Stakeholder Survey
                                    Helena, MT 59620-1001
                                             A6