Performance Management in the USA: Pennsylvania Department of Transportation

Connie Yew
This case study will explore how the Pennsylvania Department of Transportation (PennDOT), under the leadership of Secretary Bradley L. Mallory, set forth an action-oriented strategic agenda to improve business results.  PennDOT owns and operates more than 40,000 linear miles (64,372 kilometers) of highways, employs about 12,000 people, and administers an annual budget exceeding $4 billion. Secretary Mallory observes, “The precarious fate of leaders in today’s fast-paced world is a great motivator to transform your organization.”  The key to transforming PennDOT was the establishment of an effective performance management with a clear focus on business results. PennDOT’s performance management is driven by performance measures.  Performance measures are now part of an annual cycle to create clear expectations and to ensure accountability for PennDOT organizations, work units, and individuals.  Today, as a result of its quality effort, PennDOT has vastly improved its transportation system and customer service.
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