Caltrans' vision at work

Caltrans’ Vision is “A performance-driven, transparent and accountable organization that values its people, resources and partners, and meets new challenges through leadership, innovation and teamwork.”

As part of the Caltrans team that has helped to implement the new Customer Service Request (CSR) system, it is truly refreshing to actually see that vision being put into action.

When we changed our procedures and added Customer Service Liaisons (CSLs) to each district to process and track Customer Service Requests (CSRs), we learned the computer software needed some attention. Caltrans has outgrown the old way of entering tickets, and with adding new positions and procedures, we found we needed to enhance and update the technology we use.

Through monthly conference calls with CSLs from every district, we exchange ideas and offer feedback to streamline our methods. Born from input coming directly from the field, we have worked closely with our wonderful IT team here at Headquarters to make improvements to the software. These improvements are making entering service requests simpler, faster, and more accurate.

I want to recognize the efforts by the HQ IT team consisting of Tracy Geiszler, Paul Allen, Ed Lee, Jamal Karim, and Joseph Kabigting. Their attention to detail and timely execution have been very helpful in streamlining the process, and they have done it with a positive attitude and vigor. They have done everything that we’ve asked of them, and have even offered their own suggestions that address issues we hadn’t thought of. They are truly great to work with and deserve recognition for making these system advancements that are vital in helping us meet our goals.

Public Affairs and Maintenance continues to work together to offer training, refine processes, and provide field staff the information and resources needed for success.

These are just a couple examples of different divisions working together to transform the vision into a reality. We will continue to meet new challenges through leadership, innovation and teamwork.