Caltrans should require its staff to verify and update the status of all outstanding service requests. Additionally, Caltrans should require supervisors to monitor completion of service requests by reviewing the data from the service request system monthly to identify service requests not completed after a period of time that Caltrans deems appropriate, such as 30 days. For all service requests outstanding after this period, Caltrans should require its supervisors to determine the status of the service request by reviewing the related work order that records what work Caltrans completed and ensure the work is appropriately prioritized. Also, Caltrans should require its staff to record all service requests it receives via methods other than Caltrans' website, such as by phone, mail, or email, in its service request system to ensure it captures all service requests in one central repository.
Caltrans has developed and implemented consistent statewide MSR Guidelines. Statewide training of these guidelines was completed in December 2016. In addition, each District has dedicated a Public Information Office staff to facilitate and assist with MSR coordination. Please see Attachment 3 for a copy of the guidelines.
We reviewed the MSR guidelines and found that they address our recommendation to require staff to verify and update the status of service requests and to monitor completion of service requests monthly. The MSR guidelines also require staff to record in the MSR system all service requests they receive via phone, mail, or email.
Caltrans continues to make progress developing consistent processes and procedures addressing Maintenance Service Requests (MSR). Once the MSR guidance is complete, the team will provide training to the MSR coordinators statewide. In addition, the Public Information Officers (PIO) in each district will facilitate and assist with MSR coordination. The PIOs will ensure all requests are recorded in a central repository while responding to the public in a timely and consistent manner. Caltrans is on schedule to have this recommendation fully implemented by December 2016.
Caltrans established a team to evaluate the current service request process. The team will develop consistent processes and procedures to address Maintenance Service Requests (MSR) statewide. In addition, the team will provide training to MSR coordinators statewide.
†Response Type refers to the interval in which the auditee is providing the State Auditor with their status in implementing recommendations made in an audit report. Auditees must submit a response regarding their progress in implementing recommendations from our reports at three intervals from the release of the report: 60 days, six months, and one year or subsequent to one year.
*Agency responses received after June 2013 are posted verbatim.