Text Size:   A+ A- A   •   Text Only
Find     
Site Image

Customer Surveys -- 2002
2002 Survey Summary

Is the staff at the Motor Carrier Transportation Division (MCTD) knowledgeable of regulations? Can staff quickly and correctly answer questions? Do they conduct business in a professional and courteous manner? These are just three of the questions 2,965 MCTD "customers" recently found on survey forms distributed in July 2002 as MCTD asked, "How are we doing and how can we do a better job?"

A total of 16 customer groups were contacted. In 11 surveys conducted by mail, 687 of 2,215 questionnaires were returned (31%). Four Ports of Entry and the Portland Bridge Office also handed out 750 survey forms to persons stopping there for over-the-counter registration services, with 125 returned (17%). When MCTD conducted similar surveys in 1998 it found motor carriers gave staff high marks. This time carriers again responded with very favorable impressions of staff and the service they provide. Read a two-page summary of the surveys.

Two important questions most customers were asked was whether they think MCTD staff is knowledgeable of regulations and can quickly and correctly answer questions. In 11 surveys that asked these questions, 90% responded positively, 4% responded negatively, and 6% offered no opinion. Another important question most were asked was whether staff persons conduct themselves in a professional and courteous manner. In 13 surveys that asked this, 92% responded positively, 3% responded negatively, and 4% offered no opinion.


Cost
The Motor Carrier Transportation Division spent $1,041 in postage and printing to conduct its surveys. It saved money by using forms developed by staff and assigning one staff person to collect surveys and report results. Compared to the last time MCTD conducted customer surveys in 1998, this time the agency spent roughly twice as much to send out twice as many forms and, as a result of a comparable response rate, get twice as many responses. But across the board it turns out the responses were remarkably consistent with those from the 1998 survey.

Green Light Customers

Following are the responses to 16 statements on a survey sent to 200 companies randomly selected from 695 based in Oregon, Idaho, and Washington who participate in the Green Light weigh station preclearance program and have at least half of their fleet equipped with transponders. A total of 90 companies responded to the survey (45%).


Green Light Weigh Station Preclearance Program


Regarding staff and personal service. . .

1. ODOT Motor Carrier Transportation Division staff in general is knowledgeable of the Green Light program. (88 responses)

Strongly Agree 25%     Agree 60%
Disagree 2%     Strongly Disagree - 0
Not Applicable 5%     No Opinion 8%

2. When I get a red light on my transponder and pull into the weigh station, ODOT enforcement officers are helpful identifying my problem. (88 responses)

Strongly Agree 9%     Agree 60%
Disagree 9%     Strongly Disagree 3%
Not Applicable 8%     No Opinion 10%

3. ODOT staff at the Green Light Service Line (503-378-6054) promptly help me when I call with problems preclearing weigh stations. (86 responses)

Strongly Agree 28%     Agree 42%
Disagree 1%     Strongly Disagree 1%
Not Applicable 12%     No Opinion 16%

4. ODOT staff at the Green Light Service Line promptly help me when I need to update my transponder information. (85 responses)

Strongly Agree 28%     Agree 36%
Disagree 2%     Strongly Disagree 1%
Not Applicable 15%     No Opinion 17%

5. It was easy to complete the transponder application form. (86 responses)

Strongly Agree 37%     Agree 58%
Disagree - 0     Strongly Disagree - 0
Not Applicable 5%     No Opinion - 0

6. It was easy to follow instructions to get started. (86 responses)

Strongly Agree 35%     Agree 58%
Disagree 1%     Strongly Disagree 1%
Not Applicable 4%     No Opinion 1%


Regarding the Green Light program. . .

1. It´s easy to use Green Light to preclear weigh stations. (88 responses)

Strongly Agree 53%     Agree 41%
Disagree 3%     Strongly Disagree - 0
Not Applicable 1%     No Opinion 1%

2. My trucks usually get green light signals to keep going whenever they approach a Green Light weigh station. (88 responses)

Strongly Agree 32%     Agree 53%
Disagree 9%     Strongly Disagree 3%
Not Applicable - 0     No Opinion 2%

3. Oregon´s Green Light program saves me time by avoiding weigh station stops. (88 responses)

Strongly Agree 59%     Agree 32%
Disagree 6%     Strongly Disagree 2%
Not Applicable - 0     No Opinion 1%

4. Green Light saves me money in truck operating costs. (87 responses)

Strongly Agree 49%     Agree 35%
Disagree 5%     Strongly Disagree 1%
Not Applicable - 0     No Opinion 10%

5. Transponder manufacturers charge as much as $50 for each transponder. I would be participating in Green Light even if ODOT had not given me transponders at no charge. (88 responses)

Strongly Agree 20%     Agree 39%
Disagree 17%     Strongly Disagree 3%
Not Applicable 2%     No Opinion 18%

6. When ODOT stops distributing transponders at no charge, I will be willing to spend as much as $50 each for new transponders. (87 responses)

Strongly Agree 14%     Agree 43%
Disagree 20%     Strongly Disagree 8%
Not Applicable - 0     No Opinion 15%

7. When the batteries die in the transponders I´m using now, I would be interested in going to a company that replaces batteries for $10 or $15 per transponder so I can reuse the same ones. (87 responses)

Strongly Agree 31%     Agree 55%
Disagree 4%     Strongly Disagree 1%
Not Applicable - 0     No Opinion 9%

8. I have no problem with the fact that Green Light lets ODOT collect weigh station records electronically, just like ODOT collects records manually when I stop at a weigh station. (88 responses)

Strongly Agree 33%     Agree 55%
Disagree 2%     Strongly Disagree 1%
Not Applicable - 0     No Opinion 9%

9. I think it´s appropriate that ODOT uses weigh station records for enforcement purposes, such as checking driver logbooks. (87 responses)

Strongly Agree 26%     Agree 46%
Disagree 13%     Strongly Disagree 2%
Not Applicable - 0     No Opinion 13%

10. Circle the number of times you estimate your trucks precleared Oregon Green Light weigh stations in the past month. (83 responses)
5 or fewer times 19%
6-10 times 15%
11-20 times 31%
21-50 times 23%
51-100 times 7%
>100 times 5%


Introductory script at top of survey form received by the 200 companies:

How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation´s Motor Carrier Transportation Division is conducting a customer survey in order to see how well we are doing our job. You were randomly selected from the list of motor carriers who are participating in the Green Light Weigh Station Preclearance Program. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with Green Light. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Deputy Director

Trusted Carrier Partners

Following are the responses to 13 statements on a survey form sent to 150 companies randomly selected from 250 based in Oregon, Idaho, and Washington who qualify as Oregon Trusted Carrier Partners. A total of 80 companies responded to the survey (53%).


Trusted Carrier Partner Program


Regarding the Trusted Carrier program. . .

1. I take pride in the fact that my company is an Oregon Trusted Carrier Partner. (79 responses)

Strongly Agree 82%     Agree 15%
Disagree - 0     Strongly Disagree - 0
Not Applicable - 0     No Opinion 3%

2. I clearly derive benefits from being a Trusted Carrier. (77 responses)

Strongly Agree 56%     Agree 39%
Disagree 1%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 4%

3. When my insurance agent learned that my company is a Trusted Carrier, it resulted in a lowering of my insurance rates or costs. (76 responses)

Strongly Agree 5%     Agree 7%
Disagree 18%     Strongly Disagree 7%
Not Applicable 32%     No Opinion 31%

4. I believe that my company benefits just by being on the roster of Trusted Carriers that appears on the Motor Carrier Transportation Division Internet Web site. (78 responses)

Strongly Agree 36%     Agree 32%
Disagree 5%     Strongly Disagree 1%
Not Applicable 5%     No Opinion 20%

5. Since my company became a Trusted Carrier, I believe at least one shipper used that as a reason to have us ship freight. (79 responses)

Strongly Agree 5%     Agree 8%
Disagree 6%     Strongly Disagree 1%
Not Applicable 39%     No Opinion 40%

6. I believe that putting Trusted Carrier plates on my Green Light transponder-equipped trucks helps me retain truck drivers. (78 responses)

Strongly Agree 9%     Agree 27%
Disagree 4%     Strongly Disagree - 0
Not Applicable 23%     No Opinion 37%

7. When my drivers travel in Oregon, I believe the Trusted Carrier plate has a positive effect on how weigh station operators treat them. (78 responses)

Strongly Agree 37%     Agree 41%
Disagree 4%     Strongly Disagree 1%
Not Applicable 3%     No Opinion 14%

8. When my drivers travel in Oregon, I believe the plate has a positive effect on how law enforcement officers treat them. (77 responses)

Strongly Agree 26%     Agree 35%
Disagree 9%     Strongly Disagree 1%
Not Applicable 4%     No Opinion 25%

9. When my drivers travel outside Oregon, I believe the Trusted Carrier plate has a positive effect on how weigh station operators and law enforcement officers treat them. (79 responses)

Strongly Agree 16%     Agree 33%
Disagree 6%     Strongly Disagree - 0
Not Applicable 14%     No Opinion 30%

10. The Trusted Carrier designation is a major incentive to maintain a good safety record because I know my company could lose that special status if, for example, my vehicle or driver out-of-service percentage exceeds the national average. (78 responses)

Strongly Agree 55%     Agree 41%
Disagree 1%     Strongly Disagree - 0
Not Applicable 1%     No Opinion 1%

11. The Trusted Carrier designation is a major incentive to stay in compliance with other regulations like registration and road-use tax reporting and payment. (77 responses)

Strongly Agree 47%     Agree 45%
Disagree 4%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 4%

12. Circle the number of trucks you operate with Green Light transponders and Trusted Carrier license plates. (71 responses)

1 truck 28%
2-5 trucks 24%
6-10 trucks 11%
11-20 trucks 4%
21-50 trucks 17%
>50 trucks 15%

Rank the following four benefits of being a Trusted Carrier: (1 = Greatest Value, 4 = Least Value)
• Trucks not subject to random safety inspections - Average Score 1.72
• Road-use tax surety bond is waived - Average Score 2.28
• Company name listed on ODOT roster of Trusted Carriers - Average Score 2.44
• Company not subject to Safety Compliance Review - Average Score 2.47
(75 responses)


Introductory script at top of survey form received by the 150 companies:

How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation´s Motor Carrier Transportation Division is conducting a customer survey in order to see how well we are doing our job. You were randomly selected from the list of motor carriers who qualify as Trusted Carrier Partners in Oregon. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with the Trusted Carrier program. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Deputy Director

Salem Registration Services

Following are the responses to 22 statements on a survey sent to 181 companies randomly selected from 552 who called or visited the MCTD Salem Headquarters during the week of June 24-28, 2002, for help with highway-use taxes or vehicle registration . A total of 48 companies responded to the survey (27%).


Registration & Tax Service

 
Regarding staff and service. . .

1. ODOT´s Motor Carrier Transportation Division (MCTD) staff is knowledgeable of motor carrier regulations. (48 responses)

Strongly Agree 48%     Agree 48%
Disagree 2%     Strongly Disagree - 0
Not Applicable 2%     No Opinion - 0

2. When I have a question about regulations, Motor Carrier Transportation Division staff can quickly and correctly answer it. (47 responses)

Strongly Agree 40%     Agree 55%
Disagree 2%     Strongly Disagree - 0
Not Applicable 2%     No Opinion - 0

3. When I call MCTD or visit an MCTD office, staff is able to help me with even the toughest questions without having to transfer me to other parts of the agency. (48 responses)

Strongly Agree 27%     Agree 60%
Disagree 4%     Strongly Disagree - 0
Not Applicable 4%     No Opinion 4%

4. The MCTD staff that helped me was courteous and professional. (48 responses)

Strongly Agree 73%     Agree 27%
Disagree - 0     Strongly Disagree - 0
Not Applicable - 0     No Opinion - 0

5. MCTD staff was flexible in accommodating my needs. (48 responses)

Strongly Agree 35%     Agree 52%
Disagree 2%     Strongly Disagree - 0
Not Applicable 4%     No Opinion 6%

6. When I made an appointment to come in at a certain time, an MCTD staff person was there to help me at that time and we quickly completed the necessary paperwork. (48 responses)

Strongly Agree 12%     Agree 8%
Disagree 0     Strongly Disagree - 0
Not Applicable 69%     No Opinion 10%

7. MCTD offices are conveniently located for my transactions. (44 responses)

Strongly Agree 16%     Agree 23%
Disagree - 0     Strongly Disagree 2%
Not Applicable 45%     No Opinion 14%


Regarding tax and registration service. . .

1. MCTD gives me timely notice of any changes in motor carrier rules and regulations. (46 responses)

Strongly Agree 33%     Agree 50%
Disagree 4%     Strongly Disagree - 0
Not Applicable 2%     No Opinion 11%

2. MCTD processes my tax / registration transactions in a timely, accurate manner. (46 responses)

Strongly Agree 33%     Agree 59%
Disagree 2%     Strongly Disagree - 0
Not Applicable 2%     No Opinion 4%

3. MCTD gives me accurate and timely information about the status of my tax account. (46 responses)

Strongly Agree 33%     Agree 43%
Disagree 2%     Strongly Disagree - 0
Not Applicable 9%     No Opinion 13%

4. Written instructions and notices, including forms used for renewals, applications, tax filings, and vehicle registration, are clear and understandable. (46 responses)

Strongly Agree 30%     Agree 57%
Disagree 7%     Strongly Disagree - 0
Not Applicable 2%     No Opinion 4% 
 
5. MCTD should install an automated phone system that would let me check the status of my account and complete certain transactions without speaking with a staff person. (47 responses)

Strongly Agree 11%     Agree 6%
Disagree 36%     Strongly Disagree 15%
Not Applicable 4%     No Opinion 28%

6. MCTD should make it possible to do motor carrier-related business by computer over the Internet. (46 responses)

Strongly Agree 24%     Agree 22%
Disagree 4%     Strongly Disagree 7%
Not Applicable 4%     No Opinion 39%


The Motor Carrier Transportation Division (MCTD) is currently testing computer systems that will make it possible for you to complete trucking-related transactions by just using your personal computer and a web browser. If we offered the following services, how likely would you be to use them?

1. Register trucks to operate in Oregon.
34% would definitely use this service
34% would probably use this service
25% would probably not use this service
7% would definitely not use this service

2. Renew Oregon truck registration.
33% would definitely use this service
41% would probably use this service
20% would probably not use this service
6% would definitely not use this service

3. Look up my Oregon account to check the status of things like insurance, bonds, tax report filings, and tax and fee payments.
31% would definitely use this service
36% would probably use this service
22% would probably not use this service
11% would definitely not use this service

4. Register trucks to operate in other states under the International Registration Plan (IRP) or the International Fuel Tax Agreement (IFTA). If not an Oregon-based carrier, please leave blank.
18% would definitely use this service
9% would probably use this service
45% would probably not use this service
27% would definitely not use this service

5. Obtain temporary trip permits and passes to operate in Oregon.
37% would definitely use this service
19% would probably use this service
33% would probably not use this service
12% would definitely not use this service

6. Obtain Continuous Trip Permits for over-dimension operations in Oregon.
26% would definitely use this service
13% would probably use this service
41% would probably not use this service
20% would definitely not use this service

7. Apply for Single Trip over-dimension permits.
24% would definitely use this service
11% would probably use this service
47% would probably not use this service
18% would definitely not use this service

8. File highway-use tax reports for Oregon operations.
20% would definitely use this service
40% would probably use this service
29% would probably not use this service
11% would definitely not use this service

9. Pay highway-use taxes for operating in Oregon.
16% would definitely use this service
30% would probably use this service
37% would probably not use this service
16% would definitely not use this service

10. Pay various other fees.
19% would definitely use this service
30% would probably use this service
35% would probably not use this service
16% would definitely not use this service

44 responses to #1, 46 responses to #2, 45 responses to #3, 22 responses to #4, 43 responses to #5, 39 responses to #6, 38 responses to #7, 45 responses to #8, 43 responses to #9, 43 responses to #10.


Most Internet transactions will not be complete unless there is an accompanying payment of taxes or fees. How would you prefer to make payments in the future when transacting business with MCTD over the Internet?

1. Pay by credit card, with a 2% transaction fee added.
3% - Best Choice
29% - Good Choice
31% - Not-So-Good Choice
37% - Poor Choice

2. Pay by authorizing a withdrawal from my checking account, with no transaction fee added.
31% - Best Choice
18% - Good Choice
26% - Not-So-Good Choice
26% - Poor Choice

35 responses to #1, 39 responses to #2.


Introductory script at top of survey form received by the 181 companies:

How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation´s Motor Carrier Transportation Division is conducting a customer survey in order to see how well we are doing our job. You were randomly selected from a list of carriers who recently called or visited the MCTD Salem Headquarters for help with highway-use taxes or vehicle registration. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our staff. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Deputy Director

Field Registration Services

Following are the responses to 11 statements on a survey given to company officials and truck drivers needing over-the-counter registration services at the Ports of Entry in Ashland, Klamath Falls, Farewell Bend, and Umatilla, and at the Portland Bridge Office during the last week of July 2002. A total of 750 forms and stamped business reply envelopes were handed out, with 125 of the forms returned (17%).
 

Field Registration Services


Regarding Port of Entry or Portland Bridge counter service. . .

1. The Motor Carrier Transportation Division (MCTD) staff person (permit analyst) that I spoke with explained the registration and tax requirements for operating in Oregon and answered all my questions. (123 responses)

Strongly Agree 48%     Agree 32%
Disagree 2%     Strongly Disagree - 0
Not Applicable 17%     No Opinion 1%

2. The permit analyst explained what documents I had to produce to get an Oregon permit, plate, pass, or marker. (124 responses)

Strongly Agree 49%     Agree 35%
Disagree 2%     Strongly Disagree - 0
Not Applicable 14%     No Opinion - 0

3. The permit analyst was knowledgeable of regulations and helped me solve any problems I had meeting Oregon requirements. (124 responses)

Strongly Agree 57%     Agree 27%
Disagree 1%     Strongly Disagree 1%
Not Applicable 12%     No Opinion 2%

4. When I made an appointment to come in at a certain time for business related to prorate or a new account, an MCTD staff person was there to help me at that time and we quickly completed the necessary paperwork. (122 responses)

Strongly Agree 24%     Agree 13%
Disagree - 0     Strongly Disagree - 0
Not Applicable 56%     No Opinion 7%

5. The MCTD registration staff that helped me was courteous and professional. (124 responses)

Strongly Agree 73%     Agree 25%
Disagree - 0     Strongly Disagree - 0
Not Applicable 2%     No Opinion - 0

6. The MCTD registration staff was flexible in accommodating my needs. (122 responses)

Strongly Agree 60%     Agree 29%
Disagree - 0     Strongly Disagree 1%
Not Applicable 4%     No Opinion 6%

7. The MCTD forms used for registration and tax are easy to understand. (120 responses)

Strongly Agree 26%     Agree 39%
Disagree 4%     Strongly Disagree 3%
Not Applicable 18%     No Opinion 10%

8. MCTD gives me timely notice of any changes in motor carrier rules and regulations. (122 responses)

Strongly Agree 30%     Agree 31%
Disagree 2%     Strongly Disagree - 0
Not Applicable 27%     No Opinion 11%

9. MCTD gives me accurate and timely information about the status of my tax account. (122 responses)

Strongly Agree 22%     Agree 22%
Disagree 2%     Strongly Disagree - 0
Not Applicable 41%     No Opinion 12%

10. The written instructions and notices I receive from MCTD are clear and understandable. (121 responses)

Strongly Agree 23%     Agree 39%
Disagree 2%     Strongly Disagree 1%
Not Applicable 27%     No Opinion 8%

11. The "one-stop shopping" convenience offered by the Oregon Ports of Entry is efficient and helpful. (122 responses)

Strongly Agree 58%     Agree 35%
Disagree - 0     Strongly Disagree 1%
Not Applicable 3%     No Opinion 2%


Introductory script at top of 750 survey forms handed out at field offices:

How are we doing?
Before you leave the Port of Entry or Portland Bridge Office today, could we ask you to please participate in a survey? The Oregon Department of Transportation´s Motor Carrier Transportation Division is conducting a customer survey in order to see how well we are doing our job. We are giving this survey form to a select number of motor carriers who need over-the-counter help at Portland Bridge and our Port of Entry offices. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our field registration staff. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Deputy Director

Over-Dimension Permits

Following are the responses to 22 statements on a survey sent to 149 companies randomly selected from 404 who called or visited the Salem Over-Dimension Permit Unit during the week of June 24-28, 2002, for help obtaining a variance permit . A total of 58 companies responded to the survey (39%).


Over-Dimension Permit Services


Regarding staff and permits service. . .

1. ODOT´s Over-Dimension Permit Unit staff is knowledgeable of truck size and weight regulations. (56 responses)

Strongly Agree 34%     Agree 57%
Disagree 4%     Strongly Disagree - 0
Not Applicable 2%     No Opinion 3%

2. When I have a question about truck size and weight regulations, the Over-Dimension Permit Unit staff can quickly and correctly answer it. (55 responses)

Strongly Agree 27%     Agree 60%
Disagree 4%     Strongly Disagree 4%
Not Applicable 2%     No Opinion 3%

3. The staff that helped me was courteous and professional. (57 responses)

Strongly Agree 56%     Agree 39%
Disagree 3%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 2%

4. The hours of operation at the Salem office, for both phone service and walk-in business, are adequate to meet my needs. (56 responses)

Strongly Agree 11%     Agree 55%
Disagree 23%     Strongly Disagree 2%
Not Applicable - 0     No Opinion 9%

5. The Salem office and/or other offices that issue the over-dimension permits I need are conveniently located. (57 responses)

Strongly Agree 21%     Agree 35%
Disagree 2%     Strongly Disagree 2%
Not Applicable 11%     No Opinion 30%

6. The Salem Over-Dimension Permit Unit processes my requests for single-trip permits in a timely, accurate manner. (57 responses)

Strongly Agree 42%     Agree 35%
Disagree 7%     Strongly Disagree 7%
Not Applicable 2%     No Opinion 7%

7. The Salem Over-Dimension Permit Unit has an adequate telephone system for handling incoming calls. (57 responses)

Strongly Agree 16%     Agree 47%
Disagree 24%     Strongly Disagree 11%
Not Applicable - 0     No Opinion 2%

8. Written instructions and notices I receive from the Permit Unit, including forms used for applications and renewals, are clear and understandable. (58 responses)

Strongly Agree 14%     Agree 67%
Disagree 10%     Strongly Disagree
Not Applicable 2%     No Opinion 7%


I have used the following third-party agent(s) for over-dimension permit service:
A WorkSafe Service 24
OR Trucking Associations 15
Lane County 5
Marion County 2

36 responses, several checking more than one.

96% said the agents processed permit requests in a timely, accurate manner.
92% said agents´ staff is courteous and professional.


The Motor Carrier Transportation Division (MCTD) is currently testing computer systems that will make it possible for you to complete trucking-related transactions by just using your personal computer and a web browser. If we offered the following services, how likely would you be to use them?

1. Register trucks to operate in Oregon.
42% would definitely use this service
42% would probably use this service
10% would probably not use this service
6% would definitely not use this service

2. Renew Oregon truck registration.
47% would definitely use this service
36% would probably use this service
11% would probably not use this service
6% would definitely not use this service

3. Look up my Oregon account to check the status of things like insurance, bonds, tax report filings, and tax and fee payments.
43% would definitely use this service
37% would probably use this service
15% would probably not use this service
5% would definitely not use this service

4. Register trucks to operate in other states under the International Registration Plan (IRP) or the International Fuel Tax Agreement (IFTA). If not an Oregon-based carrier, please leave blank.
37% would definitely use this service
26% would probably use this service
28% would probably not use this service
9% would definitely not use this service

5. Obtain temporary trip permits and passes to operate in Oregon.
55% would definitely use this service
21% would probably use this service
16% would probably not use this service
7% would definitely not use this service

6. Obtain Continuous Trip Permits for over-dimension operations in Oregon.
56% would definitely use this service
24% would probably use this service
11% would probably not use this service
9% would definitely not use this service

7. Apply for Single Trip over-dimension permits.
58% would definitely use this service
24% would probably use this service
13% would probably not use this service
5% would definitely not use this service

8. File highway-use tax reports for Oregon operations.
48% would definitely use this service
26% would probably use this service
19% would probably not use this service
7% would definitely not use this service

9. Pay highway-use taxes for operating in Oregon.
30% would definitely use this service
26% would probably use this service
28% would probably not use this service
15% would definitely not use this service
 
10. Pay various other fees.
24% would definitely use this service
31% would probably use this service
29% would probably not use this service
16% would definitely not use this service

52 responses to #1, 53 responses to #2, 54 responses to #3, 43 responses to #4, 56 responses to #5, 55 responses to #6, 55 responses to #7, 54 responses to #8, 53 responses to #9, 51 responses to #10.


Most Internet transactions will not be complete unless there is an accompanying payment of taxes or fees. How would you prefer to make payments in the future when transacting business with MCTD over the Internet?

1. Pay by credit card, with a 2% transaction fee added.
10% - Best Choice
22% - Good Choice
19% - Not-So-Good Choice
49% - Poor Choice

2. Pay by authorizing a withdrawal from my checking account, with no transaction fee added.
32% - Best Choice
18% - Good Choice
18% - Not-So-Good Choice
32% - Poor Choice

41 responses to #1, 44 responses to #2.


Introductory script at top of survey form received by the 149 companies:

How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation´s Motor Carrier Transportation Division is conducting a customer survey in order to see how well we are doing our job. You were selected because you recently called or visited the Salem Over-Dimension Permit Unit for help obtaining a single-trip permit. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our staff. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Deputy Director

Safety Hotline

Following are the responses to 5 questions on a half-page survey form that is part of the Truck Safety Hotline Response Form received by all companies implicated in a Hotline incident report . In 2001 and thru May 2002, a total of 285 response forms were returned to MCTD, with the survey portion completed on 128 of them (a 45% response rate).

1. Does the truck Safety Hotline provide a service that helps you with your overall safety program? (125 responses)
Yes 77%
No 7%
No Opinion 16%

2. When you received our letter notifying you of the reported safety problem, was the information complete and timely enough to be useful? (122 responses)
Yes 71%
No 19%
No Opinion 10%

3. Was it easy to complete the Hotline response form on the back of the letter? (128 responses)
Yes 91%
No 2%
No Opinion 6%

4. Do you think the Hotline is effective? (121 responses)
Yes 74%
No 7%
No Opinion 19%

5. Is the Hotline a satisfactory way to handle reports from motorists? (124 responses)
Yes 79%
No 12%
No Opinion 9%


Introductory statement at top of Hotline response form:

Please take a few minutes to answer the following questions about your experience with the Truck Safety Hotline. Your opinion is very important to us as we strive to provide better service to the public. Thank you for your help.

Truck Inspections

Following are the responses to 17 statements on a survey sent to 572 Oregon companies randomly selected from 2,893 that had a truck inspected by MCTD staff in the first five months of 2002. A total of 129 companies responded to the survey, 23% of 572.


Motor Carrier Safety Program - Truck Inspections

Regarding staff and the process. . .

1. The ODOT Motor Carrier Transportation Division staff is knowledgeable of motor carrier regulations. (128 responses)

Strongly Agree 28%     Agree 64%
Disagree 5%     Strongly Disagree 1%
Not Applicable - 0     No Opinion 2%

2. When I have a question about regulations, the Motor Carrier Transportation Division staff can quickly and correctly answer it. (128 responses)

Strongly Agree 30%     Agree 58%
Disagree 6%     Strongly Disagree 1%
Not Applicable - 0     No Opinion 5%

3. ODOT staff promptly return my calls regarding safety questions. (126 responses)

Strongly Agree 24%     Agree 48%
Disagree 2%     Strongly Disagree 1%
Not Applicable 9%     No Opinion 16%

4. Staff promptly provide written information to me upon request. (128 responses)

Strongly Agree 21%     Agree 45%
Disagree 5%     Strongly Disagree 1%
Not Applicable 9%     No Opinion 19%

5. ODOT inspectors conduct safety inspections in a professional, courteous manner. (124 responses)

Strongly Agree 29%     Agree 56%
Disagree 4%     Strongly Disagree 1%
Not Applicable - 0     No Opinion 10%

6. The inspection report form contains clear instructions. (125 responses)

Strongly Agree 24%     Agree 62%
Disagree 7%     Strongly Disagree 2%
Not Applicable - 0     No Opinion 5%

7. It is clear and understandable that motor carriers are required to return the inspection form to ODOT within 15 days, certifying that repairs were made. (125 responses)

Strongly Agree 32%     Agree 61%
Disagree 4%     Strongly Disagree 1%
Not Applicable 1%     No Opinion 1%

8. It is clear and understandable that when out-of-service violations are discovered, driver problems must be resolved and/or vehicle defects must be fixed before service is resumed. (129 responses)

Strongly Agree 31%     Agree 61%
Disagree 1%     Strongly Disagree 1%
Not Applicable 2%     No Opinion 4%


Regarding inspections and enforcement. . .

1. ODOT’s Motor Carrier Safety Program has a positive effect on highway safety. (126 responses)

Strongly Agree 32%     Agree 56%
Disagree 5%     Strongly Disagree 2%
Not Applicable - 0     No Opinion 5%

2. The chances of being inspected on an average trip through Oregon are high. (128 responses)

Strongly Agree 14%     Agree 38%
Disagree 25%     Strongly Disagree - 0
Not Applicable 2%     No Opinion 21%

3. It is difficult to purposely evade a vehicle inspection in Oregon. (127 responses)

Strongly Agree 13%     Agree 58%
Disagree 11%     Strongly Disagree - 0
Not Applicable 3%     No Opinion 14%

4. Oregon should increase its on-highway inspection efforts. (125 responses)

Strongly Agree 6%     Agree 18%
Disagree 32%     Strongly Disagree 7%
Not Applicable - 0     No Opinion 36%

5. Inspections conducted during evening hours and on weekends are effective in identifying unsafe trucks. (126 responses)

Strongly Agree 13%     Agree 46%
Disagree 16%     Strongly Disagree 4%
Not Applicable 1%     No Opinion 20%

6. Inspections conducted on secondary highway routes are effective in identifying unsafe trucks. (126 responses)

Strongly Agree 14%     Agree 56%
Disagree 10%     Strongly Disagree 3%
Not Applicable 1%     No Opinion 16%

7. Placing drivers and vehicles out-of-service benefits highway safety. (124 responses)

Strongly Agree 23%     Agree 49%
Disagree 12%     Strongly Disagree 3%
Not Applicable - 0     No Opinion 12%

8. There is a greater effect on highway safety when vehicles are selected for inspection on the basis of suspected defects rather than at random. (124 responses)

Strongly Agree 17%     Agree 44%
Disagree 17%     Strongly Disagree 2%
Not Applicable - 0     No Opinion 20%

9. Circle the number of times your vehicles were inspected in Oregon during the past year. (116 responses)

1 Time 16%
2 Times 16%
3 Times 22%
4-6 Times 22%
7-10 Times 8%
More than 10 Times 16%


Introductory script at top of survey form received by the 572 companies:

How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation´s Motor Carrier Transportation Division is conducting a customer survey in order to see how well we are doing our job. You were randomly selected from the list of motor carriers who were subject to a safety inspection within the past year. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our Motor Carrier Safety Program. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Deputy Director

Driver Inspections

Following are the responses to 15 statements on a survey sent to 270 Oregon truck drivers randomly selected from 7,045 who were subject to a safety inspection by MCTD staff in the first five months of 2002. A total of 64 drivers responded to the survey, 24% of 270.
 

Motor Carrier Safety Program - Driver Inspections


Regarding staff and the process. . .

1. ODOT´s Motor Carrier Transportation Division inspectors are knowledgeable of motor carrier regulations. (60 responses)

Strongly Agree 18%     Agree 75%
Disagree 2%     Strongly Disagree 2%
Not Applicable - 0     No Opinion 3%

2. When I have a question about regulations, ODOT inspectors can quickly and correctly answer it. (61 responses)

Strongly Agree 15%     Agree 76%
Disagree 3%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 6%

3. ODOT inspectors conduct safety inspections in a professional, courteous manner. (61 responses)

Strongly Agree 31%     Agree 58%
Disagree 8%     Strongly Disagree 2%
Not Applicable - 0     No Opinion 2%

4. At the end of the inspection, the inspector gave me clear instructions about what repairs are needed and how I must handle the inspection form. (61 responses)

Strongly Agree 27%     Agree 61%
Disagree - 0     Strongly Disagree 2%
Not Applicable 5%     No Opinion 5%

5. The inspection form is easy to read and understand. (59 responses)

Strongly Agree 17%     Agree 71%
Disagree 3%     Strongly Disagree 2%
Not Applicable 2%     No Opinion 5%


Regarding driver inspections. . .

1. The chances of being inspected on an average trip through Oregon are high. (62 responses)

Strongly Agree 11%     Agree 41%
Disagree 25%     Strongly Disagree 2%
Not Applicable 5%     No Opinion 16%

2. It is difficult to purposely evade a vehicle inspection in Oregon. (61 responses)

Strongly Agree 14%     Agree 44%
Disagree 14%     Strongly Disagree 2%
Not Applicable 3%     No Opinion 23%

3. Oregon should increase its on-highway inspection efforts. (61 responses)

Strongly Agree 6%     Agree 44%
Disagree 15%     Strongly Disagree 3%
Not Applicable - 0     No Opinion 32%

4. Inspections conducted during evening hours and on weekends are effective in identifying unsafe trucks. (60 responses)

Strongly Agree 15%     Agree 44%
Disagree 15%     Strongly Disagree 6%
Not Applicable 2%     No Opinion 18%

5. Inspections conducted on secondary highway routes are effective in identifying unsafe trucks. (62 responses)

Strongly Agree 17%     Agree 56%
Disagree 5%     Strongly Disagree 3%
Not Applicable - 0     No Opinion 19%

6. Putting drivers and vehicles out-of-service benefits highway safety. (61 responses)

Strongly Agree 23%     Agree 52%
Disagree 8%     Strongly Disagree 3%
Not Applicable - 0     No Opinion 14%

7. It is generally true that drivers of vehicles placed out-of-service make sure repairs are made before they proceed. (60 responses)

Strongly Agree 16%     Agree 61%
Disagree 6%     Strongly Disagree 2%
Not Applicable - 0     No Opinion 15%

8. When drivers return to a yard and report that a vehicle needs repair, most motor carriers make the repairs in a timely manner. (62 responses)

Strongly Agree 21%     Agree 49%
Disagree 11%     Strongly Disagree 2%
Not Applicable 3%     No Opinion 14%

9. When drivers return to a yard and report that a vehicle was subject to a safety inspection that found it needs repair, most motor carriers make the repairs in a timely manner. (62 responses)

Strongly Agree 25%     Agree 46%
Disagree 8%     Strongly Disagree 2%
Not Applicable 5%     No Opinion 14%

10. The company I work for gives me the information and support I need to be in compliance with safety regulations. (61 responses)

Strongly Agree 45%     Agree 35%
Disagree 13%     Strongly Disagree - 0
Not Applicable 2%     No Opinion 5%


Introductory script at top of survey form received by the 270 truck drivers:

How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation´s Motor Carrier Transportation Division is conducting a customer survey in order to see how well we are doing our job. You were randomly selected from the list of truck drivers who were subject to a safety inspection within the past year. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our Motor Carrier Safety Program. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Deputy Director

Safety Compliance Reviews

Following are the responses to 14 statements contained on a survey sent to 102 trucking companies randomly selected from 512 that were subject to a Safety Compliance Review in the recent year. A total of 18 companies responded to the survey, 18% of 102.


Safety Compliance Reviews


Regarding staff and the process. . .

1. The ODOT Motor Carrier Transportation Division staff is knowledgeable of motor carrier regulations. (17 responses)

Strongly Agree 41%     Agree 47%
Disagree 6%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 6%

2. When I have a question about regulations, Motor Carrier Transportation Divison staff can quickly and correctly answer it. (17 responses)

Strongly Agree 12%     Agree 64%
Disagree 12%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 12%

3. ODOT safety staff promptly return my phone calls. (17 responses)

Strongly Agree 12%     Agree 70%
Disagree 12%     Strongly Disagree - 0
Not Applicable 6%     No Opinion - 0

4. ODOT staff promptly provide written information to me upon request. (17 responses)

Strongly Agree 18%     Agree 47%
Disagree - 0     Strongly Disagree - 0
Not Applicable 12%     No Opinion 23%

5. ODOT inspectors conduct safety inspections in a professional, courteous manner. (16 responses)

Strongly Agree 25%     Agree 63%
Disagree - 0     Strongly Disagree 6%
Not Applicable 6%     No Opinion - 0

6. Inspectors explain that a safety compliance review may result in a cease and desist letter, a formal enforcement action, or no action at all. (15 responses)

Strongly Agree 20%     Agree 60%
Disagree - 0     Strongly Disagree - 0
Not Applicable - 0     No Opinion 20%

7. Letters I received from ODOT, such as ones requesting safety records, were clear and easy to understand. (15 responses)

Strongly Agree 20%     Agree 66%
Disagree 7%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 7%

8. When my audit led to a civil enforcement action, the documents I received clearly described the alleged violations and the penalties. (16 responses)

Strongly Agree - 0     Agree 38%
Disagree 6%     Strongly Disagree - 0
Not Applicable 25%     No Opinion 31%

9. I had no difficulty following the instructions about how to respond to the enforcement action. (17 responses)

Strongly Agree - 0     Agree 71%
Disagree 12%     Strongly Disagree - 0
Not Applicable 17%     No Opinion - 0

10. The civil complaint settlement process was handled in a fair, professional manner. (15 responses)

Strongly Agree - 0     Agree 33%
Disagree - 0     Strongly Disagree - 0
Not Applicable 27%     No Opinion 40%


Regarding Safety Compliance Reviews. . .

1. ODOT´s Motor Carrier Safety Program has a positive effect on highway safety. (15 responses)

Strongly Agree 20%     Agree 40%
Disagree 7%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 33%

2. Safety reviews influence motor carriers to comply with safety regulations. (15 responses)

Strongly Agree 27%     Agree 53%
Disagree 7%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 13%

3. Reviews are conducted in a manner that minimizes interruption of my business. (15 responses)

Strongly Agree 20%     Agree 47%
Disagree 20%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 13%

4. The $100 penalty that applies to most safety violations is sufficient to convince motor carriers to operate in compliance with safety regulations. (14 responses)

Strongly Agree 21%     Agree 43%
Disagree 7%     Strongly Disagree - 0
Not Applicable - 0     No Opinion 29%

The main incentive for complying with state and federal motor carrier safety regulations is (check one):
. . . in the interest of public safety - 75% checked this.
. . . to reduce my insurance premium - 6% also checked this.
. . . to avoid enforcement action by ODOT - 19% also checked this.


Introductory script at top of survey form received by the 102 companies:

How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation´s Motor Carrier Transportation Division is conducting a customer survey in order to see how well we are doing our job. You were randomly selected from the list of motor carriers who were the subject of a Safety Compliance Review in the past year. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our Motor Carrier Safety staff. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Deputy Director

Tax Audits

Following are the responses to 16 statements on a survey sent to 154 companies randomly selected from 858 companies that were subject to a weight-mile tax audit in the past year, 77 companies randomly selected from 159 that were subject to an International Registration Plan (IRP) audit, and 75 companies randomly selected from 154 that were subject to an International Fuel Tax Agreement (IFTA) audit . A total of 72 companies responded to the survey, 13%, 33%, and 36% respectively.


Motor Carrier Audit Program

 
Regarding audits. . .

1. The ODOT auditor who contacted me explained the reasons for the audit. (70 responses)

Strongly Agree 22%     Agree 67%
Disagree 3%     Strongly Disagree 1%
Not Applicable 3%     No Opinion 4%

2. The auditor described what time period would be audited and what records would be needed in the audit. (70 responses)

Strongly Agree 30%     Agree 64%
Disagree 2%     Strongly Disagree 1%
Not Applicable 3%     No Opinion - 0

3. When my audit involved sampling records from certain months, the auditor explained the sampling procedures that would be used to select the months. (69 responses)

Strongly Agree 20%     Agree 61%
Disagree 7%     Strongly Disagree 2%
Not Applicable 7%     No Opinion 3%

4. I was given enough time to prepare for the audit. (70 responses)

Strongly Agree 23%     Agree 61%
Disagree 7%     Strongly Disagree 2%
Not Applicable 4%     No Opinion 3%

5. The auditor was punctual about meeting his / her appointment to conduct the audit in my office. (68 responses)

Strongly Agree 20%     Agree 46%
Disagree 3%     Strongly Disagree 2%
Not Applicable 20%     No Opinion 9%

6. The auditor was courteous and professional. (70 responses)

Strongly Agree 39%     Agree 51%
Disagree - 0     Strongly Disagree 1%
Not Applicable 6%     No Opinion 3%

7. The auditor was fair and impartial. (70 responses)

Strongly Agree 34%     Agree 59%
Disagree - 0     Strongly Disagree 1%
Not Applicable 3%     No Opinion 3%

8. The audit was completed in a timely manner. (70 responses)

Strongly Agree 26%     Agree 66%
Disagree - 0      Strongly Disagree 1%
Not Applicable 3%     No Opinion 4%

9. The audit report was easy to read. (69 responses)

Strongly Agree 19%     Agree 65%
Disagree 4%     Strongly Disagree 3%
Not Applicable 3%     No Opinion 6%

10. The printed material explaining the audit adjustments was clearly written and understandable. (70 responses)

Strongly Agree 20%     Agree 63%
Disagree 4%     Strongly Disagree 3%
Not Applicable 3%     No Opinion 7%

11. The auditor explained all adjustments and schedules. (70 responses)

Strongly Agree 26%     Agree 57%
Disagree 4%     Strongly Disagree 3%
Not Applicable 4%     No Opinion 6%

12. The auditor explained how to avoid errors in the future. (70 responses)

Strongly Agree 27%     Agree 57%
Disagree 6%     Strongly Disagree 1%
Not Applicable 6%     No Opinion 3%

13. The auditor was helpful answering questions about reporting requirements and offering tips about good record keeping. (70 responses)

Strongly Agree 29%     Agree 56%
Disagree 4%     Strongly Disagree 1%
Not Applicable 6%     No Opinion 4%

14. I had enough time to review the audit. (70 responses)

Strongly Agree 26%     Agree 64%
Disagree 1%     Strongly Disagree 3%
Not Applicable 3%     No Opinion 3%

15. When I disagreed with the audit, the auditor worked with me to resolve the disputed tax or fee adjustment. (68 responses)

Strongly Agree 10%     Agree 21%
Disagree 1%     Strongly Disagree 1%
Not Applicable 59%     No Opinion 7%

16. When we were unable to resolve my problems with the audit, the auditor told me how to appeal the tax or fee adjustment. (67 responses)

Strongly Agree 6%     Agree 22%
Disagree - 0     Strongly Disagree - 0
Not Applicable 63%     No Opinion 9%


Introductory script at top of survey form received by the 306 companies:

How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation´s Motor Carrier Transportation Division is conducting a customer survey in order to see how well we are doing our job. You were selected from the list of motor carriers who were subject to an audit within the past year. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our Motor Carrier Audit Program. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Deputy Director