ALC-Highway Commission Review and Advisory Subcommittee

For buying take your seats they were about ready to get started. I with that chair sees a quorum the members just a couple things just want to go through real quick first off it is center reads birthday so it's always center reads Happy Birthday and Billy's agreed to lead this and a and a half Happy Birthday song with the. also members there's a binder that's at your desk here that binder is your binder if you take something out of it and throw it away it will not be there next week if you make notes those notes are gonna stay in your folder with you and that this is something that you keep through this process and so just want to make you aware of that that is the at the working folder for you individually for you and it's not gonna be mixed up with anyone else's it and so do with it what you want but just just keep in mind if you do get rid of something you will not find it again also in that folder in the front flap there is a calendar that you take a look at as far as how we're progressing what we do moving forward in the dates that sort of thing so just for reference point that's that's there for you have. To re visit and get back to where we were last week the way that that works was we went through the presentation of the recommendations by got house there's an expression of interest by at least one member and so that made it into the first of today's meeting I have to go through those there are four recommendations that we would be if there is a motion that we be taking up to put in the draft report of I want to talk about those individually or at least mention them we can have any discussion that you'd like if there's a motion will take the motion on those at the conclusion not wanted time but we'll we'll do those kind of an order add the first recommendation was to finalize the KPIs and implement performance management is there any discussion on that recommendation. Senate reads. Thank you Mr chair I move that we include in our draft report recommendation number one to finalize KPIs and implement performance management all right that is proper motion all those in favor as any discussion on the motion a question. Seeing none proper motion all those in favor of recommend adding recommendation one to the draft report signify by saying aye it all those opposed all right we'll move on to number two recommend recommendation to was to strengthen knowledge management in and in anticipation of increased retirement is there any discussion on that recommendation or question. Seeing none senator Reid you're recognized. Address chair I move that we include in our draft report recognition recommendation number two strength and knowledge management in anticipation of increased retirement. Alright thank you senator G. discussion on the motion any questions seeing none all those in favor of the motion signify by saying aye. All those opposed our motion is adopted recommendation twelve to ensure staff can develop in their careers and are not is there are there any questions or any discussion. We have a motion by senator Chesterfield to I'm I'm a sentencing to me to read it out. Add to add recommendations will to a draft report which would ensure staff and built in their careers are not any discussion on the motion think questions seeing none all in favor signify by saying aye all those opposed motions adopted recommendation thirteen at improve staff capabilities to line with current future organizational needs during discussion on the recommendation. Any questions. Senate region recognized for motion thank you Mr chair I move we include in our draft report recommendation number thirteen. Any discussion on the motion questions seeing none all those in favor of the motion signify by saying aye. All those opposed motions adopted and then the last here is the the recommendation to create an oversize or advisory body three legislation or the twenty twenty one regular session this is going to be a fairly significant part of what we do I think in this committee and how we will follow through with these recommendations and sure that there are some oversight in some I guess cooperation between the legislative executive and the the department transportation on implementation because of that of there is a brief overview that you'll see memo in your packet today that is sensually starts off the question to what extent and General Assembly delegate its legislative powers and another one about what legislative authority this General Assembly have over employees Arkansas department transportation so really this is kind of the foundation of what we're able to do and not do from the position of BLR in what I'd recommend a real like force to do is take that member will look through it I between now in the next meeting and then we'll have a discussion on that memo and how we would begin to then hopefully incorporate that into our draft report but I wanna make sure we have plenty of time also give the department transportation since they are you know our partners in this endeavor to to have the time to communicate with you and others about what they see as might be the best the best way moving forward for this oversight again and so there's a memo in there and that's kind of your homework it is we lead on to the next one let next committee meeting with that make sure not skipping anything. Now we're gonna move on to the next round recommendations we have too today in so we'll start with the presentation got house the study on the publisher what is portfolio recommendation sorry about that and with that I'll turn it over to god house I will do this just like we did last time where they're gonna make their presentation and then our dot of we'll be able to come up and provide any responses to the recommendation there's not been any public comment and so I don't anticipate unless someone signs up between now and then there will be any additional discussion outside of the presentation got house our questions in discussion and then the recommendation a response to the recommendation from art out with that I will turn it over. New members and chairs thank you very much I'm Aaron Hutchins I'm director with state local government for our guide house out with me is soldered Oakley he is a manager with our state local government practices while we are pleased to be with you again this month we appreciate the opportunity to share our recommendations or Arkansas department of transportation's portfolio management practices this continues the work of providing more detailed discussion of specific future state recommendations from the larger recommendations report we provided to you in June and that is of based on the foundations laid through the current state assessment that we reported to you in may. So I think we've already talked three or or the chair dismaying talk through what the agenda basically looks like for today so let's just get through to portfolio planning which is the series of recommendations will talk about today ultimately portfolio planning is a practice that aims to determine and execute activities with optimal resource Max and scheduled to best achieve an organization's operational and financial goals so the about it this way think about managing it your an organization's resources just like you organized just like you manage your financial portfolio how do you best manage those to achieving your retirement or other financial goals relate I mean it's it's fundamentally the same thing it's thinking about your and your stash your tools to your project investments all those kinds of things just like you think about your financial and fiscal health and investment portfolio. and and before we we get into the actual recommendations themselves I we wanted to occurs ground ourselves in some of the key findings from our current state assessments that really led to that your recommendation but we have to recommendations in this particular category the first one is related to a publishing construction and maintenance status and the second one is managing all customer enquiries to resolution and so either relate to a recommendation three only a planning standpoint yeah the keep finding that really led to that in on that recommendation is that are about the public communication related to project status schedule budget is currently or at least the time of the you it was this joint and inconsistent. And then that seconds keep finding that led or supported this particular recommendation portfolio planning two point three that there's no real formal structure at least at the time of our review to coordinate and communicate those maintenance work plans you know with and to the general public or any interested stakeholders. One of the highlights some of the supporting evidence to substantiate those findings so although you know the the department from a construction projects standpoint has a fairly robust portfolio planning protocol and structure in place the department has implemented a number of changes related to that that portfolio planning and some of those projects and and you know historically we noticed that at least at the time of the review that the department had implemented fifty six amendment out to the step up from December twenty sixteen until the point of our current state assessment and those are those in amendment potentially address I you know any potential changes to the project delivery time line the actual cost the privatization or even if they are if that project for example it included in the state but shall the if an amendment does require some sort of a public communication and input and their various threshold at which you know those those changes have to rise to the for that public inquiry and input public communication an inquiry is actually required there are some modifications that could be made to the step that fall below those thresholds and those do not need to be communicated to the public but at least the ones that do there are approximately fifty six and then at the relate the construction project there were approximately eleven thousand change orders since twenty fourteen that impacted you know in light construction projects and so that really speaks to the the level answer back to your to the changes that are happening with construction projects to kind of provide again you know some substantiating evidence they're related to the department being able to provide that in a coherent and consistent format. Or at least the need to do so and then up the records that that's what we also noticed that you know although our dot is there public communications are meeting regulatory requirements it wasn't clear at the time whether the department actually assess whether they meet the needs of the other apartment stakeholders you know G. constituents and and just the general public job yeah public in general. As it relates to recommendation for which is about managing all customer enquiries terror resolution the key finding that really supported this was that you know although we had recognized in the in our current state assessment that the department is responsive to public increase it it only offers a limited number of tools to capture and actually tracked them. So some of the supporting evidence really the highlight yeah I would suggest that you know that the department does have some mechanism to capture customer enquiries so I drive Arkansas is an example and and the current state report we we noted that you know at the time of our review I think you know from twenty fourteen the department had received about forty seven hundred questions from the general public through I drive Arkansas others also a mechanism through the connecting Arkansas program website also to capture some of those those customer enquiries. However that being said we also noticed and noted that there wasn't really a comprehensive department wide protocol to capture all of those enquiries and potential issues and problems across the entire department you know I districts included yeah manage them track the resolution and and or measure any impact that those those enquiries might have to in progress or planned work. Driving a grounded ourselves in those current state findings we thought it might be a good idea at this point to move on and discuss each of these recommendations individually and I'll take the first one and then I'll turn it over to Erin to discuss recommendation for. So as I mentioned before recommendation three is really around publishing status up construction projects and maintenance activities and and there are now that you know we believe that there's you know significant anticipated impact by the department potentially you know incorporating this particular recommendation in the first one is just you know simply improving public assets ACT that the privatization of status of construction projects and road maintenance activities. Also it might lead to expedited project and maintenance delivery time just the fact that there is now greater visibility into project privatization the actual activities themselves and progress against those activities may lead to increased or better delivery times and then frankly it might yield a more precise data on specific maintenance needs just the act of actually publishing maintenance activity the progress against them you know requires a level of you know data gathering and and data processing and then ultimately data sharing and and that can be then also utilize to better inform planning and any sort of budget appropriations you know or budgeting internally and then potentially any budget appropriations. There are some consideration that the lady that recommendation the first one and kind of mentioned at least one of them is that the department does have to make that thing platforms such as I drive Arkansas and some of the district office website that could be you know rapidly Sir Rev a leveraged to provide yeah you know information on projects that it then maintenance activities to the extent that the available and and easy to publish the they can they could potentially leverage those platforms currently however if they want to take more of an enterprise level approach then you know that that will lead to get up for real time act that the project that is but you know that has a sort of longer term time frame and and was restricted that when we get to that implementation road that which I'll get to in just a little bit. As we look at some of the leading practices. And we were looking at that comparison group stead of of ten state you know we had noticed that you know seven of those and provide some sort of you of future construction projects and their status or potential completion and nine of of that and provide some visibility either in the short term maintenance work planned long term maintenance work planned or even you know planned the budget for maintenance activities across a number of categories and and and they make that a publicly available. We wanted the spotlight a couple DO keys out from that comparison groups here are the first one is Virginia and that spotlighted in the middle chart here that provide that one stop shop if you want to locate a construction project in understand whether it is on time on budget you can go to virgin ideas he's website they have a smart scale dashboard that you can click into any one of those quadrants right there and just start to drill down you can select the project and then you can see if you know that project that is on time if it's on budget you can see the the details phase of that particular project and whether it's meeting insert a target date for that particular project. but that that Virginia DO keys dashboard that you know there's the there's a snapshot their screen shot in the in the in the bottom half of that slide and in the middle section here it is a fairly mature platform and and and it would take time to get to that point if that's something that the department wanted to consider and if you know ultimately the legislature was looking for as well. On the other side of the relates to me and I we wanted this spot like Kentucky and and they provide an annual state level and now it's that of their maintenance performance and and this chart here in the bottom section all the way on the right and that bottom right provide a depiction of the department's performance Kentucky's performance over time against a number of performance measures for some specific system features so shoulder drop off guard rails potholes and attract that over time and makes that publicly available and and that this screenshot here that they level but they also drill down at the district level so that you know as you know that the public can kind of see at the district level what that performance looks like as well. Your transitioning on to the roadmap. The the roadmap that we've outlined here really has three phases of the first one is in been trying what already exists so it's really cataloging the existing reporting platforms that we talked about I drive Arkansas there is a stiff website there's a connecting Arkansas program website and then there's the district office website all of which could be you know leverage potentially or you know publish the publishing some short term you know construction project and maintenance activity information we'll get to that in that second state in that second step but along with that logging the existing reporting platforms is also important I understand what you know the underlying data platforms are to really understand you know what information is available right now it could potentially be published very quickly verses where some of the gaps and where it's more data and information needed or where we're to the underlying data platform need to be addressed to collect more information and then make it readily available so some of the data platforms are the staff minutes database that of the department uses to track the status of project identified on the if when they are in that preconstruction chains there's also site manager and an extension stars that helps track and and and house data related to I construction projects when they are actually in place and then there's a number of home grown databases that exist across the department that potentially house information that would be valuable out to the public and stakeholders specifically at the related to construction projects and and maintenance activities. The second step is to identify any short term enhancements and so that you not kind of alluded to this before but it's it's really about identifying project data and that can be provided you know rapidly by any existing infrastructure so up for example when I drive Arkansas of the department at the time potentially consider identifying future projects there preconstruction status and milestone date for any project that are not preconstruction phase of potentially any project change order data and any you know project completion percentages and the district office website for example could be used to publish you know bi weekly planned or the district paving project. And then the department could potentially look at what already exists for the connecting Arkansas program and the interstate rehabilitation program that both of them have websites and reporting structures you know how could those be potentially in and currently to really establish that portfolio view of all these construction project and how the how the department is performing as relates to implementing that portfolio projects as well as potentially drilling doubt on on the you know individual constituent construction projects and then once you know the department kind of gone through those activities is really identifying what that what the implementation timeline for being able to publish you know currently available data insert a rapid fashion. But but that being said ultimately there are some there are some long term pieces two this recommendation and so that third step is really laying the groundwork for some long term improvements so you know at at I think you know here there there's some you know for components and you know the first one is really related to identify any additional reporting needs through you know customer service surveys Aaron's gonna talk a little bit about customer service but this is also tied to a recommendation around understanding stakeholder in public needs around you know keep performance indicators for the department so to the extent that the department securing some feedback and input around how performance should be measured and how that could be communicated they could potentially also use that as a platform to collect information around what you know you stake holders are looking for what the public looking for in terms of construction project information our main activities. And then the the second piece here is the the apartment is in the process of securing a maintenance management system and so as as they're doing and they may have already secured at this is at the time of our review I I know they were in the process of doing that but making sure whatever system they procure can actually scale so that it can provide collect yeah and then provide state and district performance date as well as you know county level work plans. And then a recommendation that at you know sort of a. But I connected up he's here that will be addressed in recommendation seven similar to the maintenance management system as as the department intentionally contemplate they project management framework for some of its preconstruction activities and construction monitoring ensuring that that framework also facilitate the collection of detailed project status information so that you know as the department potentially is providing that information that you know it's not a manual process that's already baked into the system and they can harvest that information out quickly and efficiently. And then the last piece well inside the recommendation and which is specific to the I. T. focus area is making sure that there is the robot back and database or data repository infrastructure so that all of the all of the information that is being broadcast to the public or stakeholders can be can be harvested harvested and provided in an automated fashion as opposed to potentially in an ad hoc fashion that that might exist today because that robust platform doesn't exist. So that's what a Speaker the implementation roadmap related to recommendation three and I can pass it along to air and to talk about recognition what. Just real quick sorry. We go ahead yes so I think we're going to do is will go ahead and let our dot give the response on this recommendation only want to think we do have a question from senator Chesterfield. Thank you Mr chair as we look at the CRM. Of could you tell me cents we currently have people who respond to enquiries A in a one on one manner how does your C. R. M. improve that. It is really related to perhaps recommendation number four the idea of a C. R. and system or a customer relationship management system is to add it tracking capabilities and workflow capabilities for a customer service and choir is so you you'll think about it this way that that essentially a C. R. M. solutions creates a database of those customer inquire ease you can then use that information to develop some trends as potentially identify problems before they become problems you can make stored that it inquire use traps to resolution so I think one of the considerations and and again we'll talk about this but in a in a minute but one of the considerations about the way the customer support is provided today is that there's a very ad hoc group books of tools and work processes for customer support. An enterprise framework behind that so yes you know if there is a need to transition a request from one department to an or vision to another or district to another there's not necessarily an elegant hand offer that and tracking process so we're not talking about deep personalizing we're talking about enhancing the ability to maintain the information and therefore yes we're definitely got right looking to seal and say that air and Hutchens made a request of the department on whatever day and this is you know what it looks like yeah we're not looking to do something like that. Recognized. That's right I'd with any other questions all right and director if you like to come up and get the department's response. And in you're recognized. I guess everyone knows my name vinous. Pardon me senator Chesterfield thank you for that question because I have the same concern is I was reading through this that they were looking for ways to make us more efficient by not being there and add warm voice on the other side of the phone would be more automated and we take a lot of pride in taking calls speaking with the constituents with the public one on one now and I agree that there's room for improvement to track those calls to track requests in those types of things but we don't want to lose that personal touch I think it's very important when it comes to our roads that people can get a hold of a real person easily I know in my experience a lot of businesses have gone to the. Gone to this press one press to press three and then you go getting this loopy can't ever get to a real person and we don't ever want to get to that point I may be a little fashion but that's how I feel we have the technology expertise and dated to implement the recommendation about publishing construction project data and and but we do not have it yet for maintenance activities. But as far as construction projects go we have what it takes to do what they recommended and we're already doing it somewhat it's just it is disjointed we agree with that you have to go to several different places to find that information for different projects. But one of our goals for our website and redesign that worry we've improved we've IMPLAN it we got a at a consulting on board and they show me in the front page and how it's going to work last week or a week or two ago and it's looking really good I think everyone in here is going to be very pleased it's gonna be a lot more user friendly and this whole thing that we're talking about was already on the honor goals was to have a one stop shop for project information so you may most most people in the public don't look it projects like they're part of the connecting Arkansas program or their part of the interstate rehabilitation program you know they don't understand all that kids that spends kind of an internal way of keeping up with things but if they were able to go to one place and say you know what's going on on this highway in this county and then they could find that out and it would be very interactive and they can do it easily that's our goal with our redesign of a website so I think a lot of these things that that we fall short on are going to be can at remedy and according to the time line for this redesign of our website it should be ready by the end of this year some really excited about that. And the maintenance activity peace will be more complicated and is considered a long term initiative we're in the process of getting a consulting on board to redo your home maintenance management system it's very archaic right now and we're going to bring it into current technology and be able to do all these plans and be able to do visual real time views of what maintenance is going on what our plans are for the year for the upcoming month those kinds of things in once we get that in place and we get that system up and running then what will probably do is is probably take a year to to get that going just smoothly and everything's working once that's done we'll probably get this consultant that we're using to do our website redesign and and if it's not too expensive get them to implement that peace into our new our newly designed website as far as maintenance activities go. So we're looking forward to that and we know that there's going to be a great tool for the public but I I would like to say the biggest challenge we're going to face given our current employees at the department in the skills that we have available in the people that have the time to do this type of thing we're gonna have a big challenge in maintaining this new website and all this information to make sure it stays current at today in useful so that people won't get frustrated it won't be outdated so we'll just have to make sure that once we get the website up and running in it has all this great information that that information doesn't get dated right away you know and we keep it at so that'll have to be part of our plan. In addition. What what what what I was thinking and as far as making sure we know what the public wants and needs on that page as far as projects go we'll have a customer survey link that you can go to and if you're happy with the way you've got around on that page as far as projects and maintenance activities go and usually you won't fill out a survey but if you're upset pocket you can give us some constructive criticism am and will use that to continually improve our ability to show the public what's going on as far as construction projects and maintenance. And then finally the city I want to make sure. Eventually eventually and so this is kind of a slippery slope we want to make sure we would lead to put their capability if you're out there on the website in a question pops up in your mind and you just want to type in a question and send it to us when we need to have the backing and ready so that we can respond to that question quickly that's going to take of course staff and knowledgeable staff it because usually what happens is what we'll get a call from someone in the public and we won't. In I like I won't be able to answer their at their question I'll have to say I have to get back with you and I'll have to go figure out who I need to talk to you or I will transfer that person to the right office but if they're able to just sit there on their computer and type in a question. You know what is that look like we don't want to we don't want to do something that's going to add different stretching so we'll have to work through all that to see how we can do that You know I've been on websites in that public other public websites where there's a chat room in that type of thing where you get questions answered immediately it. You know what we do at the highway department is so diverse there's so many projects there so much information you can't just and. It's not what it's going to be really hard for one person to answer every question quickly but we will work on that. So that's all I had for a recommendation that recommendation if I have any any questions. Senator rice you're recognized for a question. Thank you and this would be for. Committee and and director tutoring. And that helps to Got asking present. Great ideas in a perfect world for one thing I'm seeing in business. Is my suppliers. my third parties I deal with I'm getting more more mandatory stuff. This taking it more my time and my staff and the extra staff on the state. And I'm finding more more of that and and as I've stated before I'm I'm totally for efficiencies in this one thing I would question you to think about you know act entered now. It is when we get something put together and up and running. What's going to be the number of public input. That you're going to take that. For people that may be busy bodies. they got time. They may be Whatever reason but some people just have more time than a. In if you're going to take. Just the ones the input and not but ninety nine percent that won't you to get it done what you get it done efficiently end user taxpayer money wisely but they're not going to take time to correspond with you they may go on the website and and looked it can prove open it is what I can see some improvements but hi how that's my concern this is not a question really to be entered but this force thank you what kind of input are you going to have to get before you make changes before you feel like you have to spend extra monies put in things that may not be necessary and again we you ball down at a certain time with all this view Dr address that you're welcome thank hello I will say a. I thought about I was going to bring this that but then I decided I won't Senate in the interest of time that we did have a system out on our inner on our internet web page website. Where you could go and you could you could click on a segment highway in it would pop up this screen and tell you all about that job with it was under construction schedule completed and information attributed to that job. We did that for years and it was it was about ten or fifteen years ago and it was older technology was really difficult in less time consuming to get it out there. Will I don't know what happened I have been trying to figure it out but they quit doing it and nobody noticed. Nobody from the public notice no staff member noticed and so they they quit doing it and when all this came up I thought what ever happened to that I remember that from way back when I started asking around in so we have to be really careful because we are using taxpayer payer dollars that what we do really adds value and that you know a lot of this is great your ride a lot of it is really great and I think that there is definitely room for improvement and we will improve but we have to be careful we don't go too far spend too much money too much time and it really doesn't add value to the public or to the staff so. But I'm sure everyone ET here feels the same way so thank you senator rice yeah and just it kinda added that conversation I think what we're really looking at least for me I mean I get I don't know about the rest of you all but may not get I feel the phone calls for the department transportation man that the first person that someone calls about an issue with the highway is not how it apartments legislator. And so all of this then are scrambling around trying to figure out what what what's going on where is it the ladies and not blade and I'll tell you that this is we can move on to the next come you know part about customer service and and that sort of thing well. I could ask three different people the same question to get three different answers main whether it be a you know want to you know the a past director I'm not this isn't you of past rector or a pass commissioner or whoever in there was a different viewpoint I was having with that particular project and so I think that's what we're talking about customer service we're going to get to is. We need to be able to everybody get to the same answer in in as far as projects themselves and that's the number I begin your all's district may be very vastly different mine and you do not have sixty seven one sixty seven and you haven't had that experience of maybe but I can feel phone calls every day over questions about where we at at the time the construction and we will be doing that again soon where we had in this project and I'm gonna make a phone call and I've got it you're trying to figure out what's going on and why it's to late in wine you know it's what perceived behind schedule or it's been for see this going on for twenty years remind her lifetime and all these other things which this dashboard would give us the ability and that consumer that driver taxpayer to go in and see and I think one of things that I would just say this that makes me a little bit nervous because we're talking about implementing Frances online dashboard and if I'm hearing the conversation ride. That's going to be manually inputted an updated and not be driven off an enterprise wide database which I would agree that that will be very very cumbersome if that's the way to do it but I think one of the things we need to do and make sure of is that all these little pieces that were implementing that they can talk to each other my understanding is is there's a number of different databases that are utilized by different apartments out in our died in in those all work fine but they don't talk to each other in in the efficiency Senator rice in my opinion is if those things were talking to each other and they can upload automatically to the website and this is all a you know data driven easy to see easy to access I don't have to go ten places to get to one you know one answer then that's what I think we're looking for in particular with this dashboard I mean I don't want you to create a program or a website that has to be manually updated or has dated information because it's not talking to a database I hope that it's all streamlined together and can be communicating in real time. This is senator DISMANG you are speaking to the choir that is been our dream for a long time and we're very close a lot of our information is real time especially our construction data which is in a big database that the district engineers and the resident engineers and everyone out there is entering in. In any in we pull from that but but we still have some fragments it's still not a perfect system and we have work to do and and then I. T. it's huge in an. Email. And I mean I think we can do it I really do we've got great people on staff now we've we've changed some things in our IT department we have better skills and such but I will say that it's huge it's a huge endeavor and it's a little overwhelming for seven outside I. T. like me it you know it's like riding a program either. But I agree completely with you because nothing upsets me more than to give someone the wrong answer and and and then that's on me. And I'm just go back it goes to for me is as long as people can have an expectation then they can be comfortable with it's when it's open ended and they can't figure out when something's going to end or don't understand that's when the frustration builds up with my constituents in in my opinion a dashboard like this is going to be really valuable because you helped to manage the expectations and let people know what what's going on sure Senator DISMANG popped off the deal who was that over there okay. Empty your up next queue so I'm gonna. The first. Alright you're recognized thank you Mr chair in in in you know the one great thing about. stepping into a committee like this in here in the conversation is this is that director tutor correct okay The the question was asked about how you felt about this particular dashboard. Now I did hear what you were saying that the department was doing I guess in never did answer the question to me about what did you feel about this product to me is this is because I don't know if this is a vendor that you're working with is is a potential vendor or is it someone that it is it something that you sent high we can handle inside the department. So so can you answer that for me yes Sir and. What I mean by we already have everything in place we have all the data but how do you display the data the interface that people see which we can make it look like that dashboard which if that's an easy way to understand the data easy to do you know and clicking get more more information I mean there's just a wide variety an art consultant it's designing our website can help us do that front facing. If you will you know you can look at data a hundred thousand different ways and if this is an easy way for people to get information using this dashboard we can do that if a map is easier and you just want to click on a segment of highway to find out more about that about that we'll we'll work through that to make sure whatever we do we may do a couple of different ways just to make sure it's easy for the majority of people to get to where they want to go. Am I answering your question at all at. This was sort of but not really okay. So we repeat what I'm what I'm asking is the presentation that we just saw yes okay apparently did not is this I'm going to take this now is this is not a vendor that no you're working with no this was an example from another state D. O. T. as a possible way of displaying the information we still haven't decide I mean we still have to work through all that but this is a great example of what it could look like if we wanted it to but we don't have this is not what sent we're doing yet and. Is that okay all right thank you Mr I think I'm in a. I think understood maybe you were you were going on with your question in some ways in so I I think the question is this if it's something that you guys are already in the process of implementing who are you balancing the ideas of what should be included that with you I mean what what working group meet because that's one of the big things we're gonna be talking about is what is this oversight group look law okay and so I mean who are you communicating with who is who who do you have right now is kind of your clientele whatever it may be that you're saying Hey is this what you want to see on the website or is that just something that's talk about internal exile giving examine account and you don't want me designing a website be to be very boring website so I mean we I want to make sure that and you guys are engineers and you a lot like us so. None of this should probably to build. And but it's so who who are you working with in the public is you know passing you know getting to this thank you senator I was struggling with the question I'm so sorry I couldn't get there an okay. This is right now we've got our graphic design we've got a couple of graphic designers that work in our creative services that make things pretty they're involved are in and information technology people are involved in in our consult is involved and then I am I am okay ing everything if it looks good and I think it's functional but I I like to I like where this is going because it would be good especially if legislators are using it more than anyone in the public if I would get a few volunteers to help us make it what it needs to be to help you do your job with your constituents that's a great idea to add the we know we've got a website development team but it's all internal folk in so you know we probably need to get some fresh eyes in their people that will actually be using it from the app other side in seller and asked for some volunteers to come in and help guide us on how we're in that we're in a really good spot right now to make make it anything we want to be so and so I would I would say that it is in any I know everyone's busy but if someone would like to come in and we or their scheduling periodic meetings for me to see the progress and keeping up with the progress and seeing what's being done in the overall look of it in our consultant is I in a and I can't remember what that stands for what they've done the websites for several state governments state state government agencies and they they do an excellent job and they're actually very room for affordable but anyway and yes if someone wants to volunteer and I'll just make sure you know and schedule you to come in when it helps your skin. I'll take into account what your schedule is and bring you in when I get my next update I think you're going to be really excited it looks really good and they got me floating around I mean I was on the front page I'm like who is. Or so it's pretty fun to do it now that's good I'm careful what you wish for volunteers said that Representative Davis you're recognized for a question. They were share it I would just wanna make a point to as for developing these things hopefully would develop dashboards like recommended here. you keep the communication peace in mind as you go as far as how are you gonna tell people it's there once is develop otherwise you will end of what you describe actually remember when you can go to website and pick on a highway segment and get information about it it was useful but like you said I didn't know it one way I guess is as haven't needed since I met Gil now this Cargill. But You know you have something like this you have to tell people it's out there they're not gonna go there they're gonna soon it's not unless you tell image there yes did a good job I think when you got the highway cameras up in the I drive system I think you had some meteorologists and TV news people over kind of pushing for that and. And with today's social media it's probably a little bit easier to get the word out there like that and we can even help with that like senator DISMANG said what constituents call and ask. You know like I get calls now on the highway ten can't rule out for thirty interchange project which to me I know you've talked about it for years but there's fifty thousand people a day going through there now they're asking what's going on they have no idea how big that project is and how long it's going to a so we can direct them to this dashboard and that on not only answers the question today that gives them a place to go in the future without having to call one of us or somebody else because you know like myself I'm not gonna be here forever right so just keep that communication peace of mind as this is a developed you gotta be able to tell people about it once it's in place. Say. That's a good point in early on in the Kobe pandemic the governor Hutchinson asked if I would come and talk about it when his press conferences. And about what was going on and and. No that was that that was when we anyway I think it was when the flooding was going on but anyway I got on the ear nose on TV nice at checkout I drive Arkansas know before you go in which you know that are hits on that thing went up like. A bunch and I was like you know that's the thing you've got to get the word out and then all the sudden the number hits on I drive doubled and tripled and it just kept going up during all the flooding so and anyway I think that's a great point I'm glad you reminded me that it's it's good. Senator Chesterfield you are recognized for a question. Thank you Mr for being here again. I am A strong advocate a bus keeping up with with what is going on in making it easier for the public to know but I also want to know that we're able to do stuff within budget what impact of these changes going to have on the budget as it currently is constituted. Well that's that's a great question and and I think we're going to have to weigh that you know way the. The benefits against the cost I will say in order to keep this website the way it should be kept up we're we don't have the skill set that's why we have these a consultant to even redesign it we just don't have people on staff that can do that so we'll have to hire a new person so that we can keep it up to date because there's no use doing it but we already knew that we were going to have to. Have to do that eventually or we were going to have to get some of our folks trained at this problem is what at of experiences director in in before is we've got a lot of great people but they are so busy we can't put their you know they have the skill set to either learn it or do it but there's no they don't have the capacity to do it. And like I was telling and senator Johnson and you were talking about that we've always been so careful about not coming down here and asking for additional positions and things like that we are always trying to keep our our proof you know our request down to a minimum so you know we are good stewards of the of the taxpayer's money but I do believe that this website in making it what it needs to be so that it does help it's going to save you time if you can say will have you gone to the website and you can say all you have to do is go to different pages right there click on project information you can get right to it that's going to help your term you know it's I think the dividends that this pay will Alice that the cost of hiring an additional person so thank you you can't do it within the current budget so you may have to come to us to assist you with that what you're saying yes for additional positions all right that's one one no thank you. I thank senator last question is C. seventeen I think that correction if you're recognized. Hi I just had a quick question In your new website. Are you going to have any provision to allow people to subscribe for information if they're interested in a specific projects so it will push notifications to A when something happens instead of them having to come back and. Check is then they don't have to ask you what's happening what's happening what's happening they know when the next thing happens all all plus then you have a lovely database of of email addresses of people that are interested in that particular project that's an excellent idea that I had not thought of and I haven't heard that for many of the staff so I think that would be if we could building that functionality I think that would be an excellent way to keep those interested up to date on particular projects so. They're not looking to make contact back. It listed website the bill okay thank you that's a great idea. Thank you grade point Representative all right I don't see any other questions and so I think we're gonna move on to the sacrament eight second recommendation for the day. Results of some of that conversation eight ties in really tightly with the fourth recommendation here which is to implement a five hold on one second we're really muffled. Missy we can fix it real quick. Sir. They're saying that that may be on your side but it's really muffled coming out on the audio. Okay If you'll bear with me for a second maybe I can disconnect and call in. On my phone rather than your better now getting better hello okay good well all right that sounds good very good if the magic of the internet there you go thank you. as I was saying that there's you know this conversation that we just had has a lot of tie ins that connects what the recommendation that that soccer presented a and the recommendation that I'm going to present all ties these things together so the idea that in this recommendation is for the department to stand up the platform to track and manage stakeholder inquire is simple resolution so if you look at This recommendation it's really and recognition of today different you know division and apartment and district personnel answer questions directly you answer questions as as you alluded to in support of constituents and. What that means is that there's not necessarily a unified answer for constituency don't necessarily have a unified answer that you can share and so by developing a platform approach and A and process you can start to develop a unified response to customer inquire RES started to develop trends related to customer inquire ease and starts communicate around those customer inquire is that's really the purpose of this recommendation and so from that you know we. Well my headset give me one second. I apologize for that can you hear me. Yeah okay perfect eight we already talked about current stay locked not gonna spend any time talking about that the current state here with respect to the impact though let's let's focus on a couple of key areas the first is thinking through reduced saying the customer service and support. So your couple of ways to do that rates we talked or the ability that we were having a conversation about potentially providing a chat interface on the website or even something like a chat bot like elect the ward you for your Google line you're on your phone rate that could answer questions you constituents. So having a unified platform help you understand what the typical questions and concerns are from your constituents and might actually lately allow you program responses. Or something like a chat bot or something like a chat interface a lot of times those chat interfaces our only manned by an actual person after the first step though Aaron could log on to our website and ask the question if there's a good unified platform behind and if there's good understanding of the types of questions not just the type but some of the more specific questions that get asked. Arianna can get a hand response back to that question and then if they are in because of all the one question and they I'm not satisfied and that could get routed to someone at the department's action and. You're not necessarily losing that personal touch but you are providing that convenience and you're providing a consistent answer to all of the traveling Erin gets the same answer that soccer get that senator DISMANG get. Enter right yeah right. Secondarily eight when we talk about impact we we're also thinking about staff gauge and so studies show that staff engagement actually increased by about fifty percent appareil gets better when they're able to do the work that they're trained to do you as calm as compared to that distracting work of handle laying ad hoc. So so we would expect that the division and district staff that are today supporting customers or calls and and Brinkley yourselves could actually benefit from having increase morale by reducing some of those customer interactions and or ensuring that they actually get completed and not feeling like there's some thing on a backlog they have to do. The consideration and you know customer service is not is not easy frankly it means that you have to go through some process revision being it means in in this case recommending the purchase of a tool in order to actually support this process and so there's there's a under a privilege here that says you know think about your customer service from a process perspective think about how to implemented schools and really communicate with everybody on the department leadership on down that this is a really important initiative FOR the department we're gonna take it very seriously and we're going to evaluate how to improve customer service an integrated into everything that we do. They're leading practices obviously that supports this kind of an effort and activity six of the of the year two years that we compared our dot against do you measure customer service responsiveness Missouri here we have provided their year over year and and they also do a quarter over quarter tracking their progress and the customer satisfaction and highway condition of the department of transportation in Texas has thanks. You performance indicators and has a dashboard that. Max resolution of customer inquire re is. A measure that eighty percent of their customer inquire is are resolved within ten days so complete and and open to closure and they know that they have closure on those inquire. And then finally you look at something like one one call centers that many many communities across the country have implemented as a way of adding a single call customer support contacts is not necessarily even a a call center anymore many of these are digitized. All centers using two and and yes sometimes they're also using the press one and you know get. Right on one question or another but the point is that because they've centralized that support and they. No managed to get to a place of answer developing trends and being able to develop this canned responses that we talked about a minute ago. And develop cost savings as a result. So let's look at the actual road map for implementing solutions like yes the first thing is to really is start to dig in and understand customer needs you don't wanna buy in school and implement processes without really having an understanding of what your customers over. Thank you so our first recommendation is for three years to the look add leveraging your existing assets so we state leveraging your listing assets we mean looking at the the kinds of inquire is that are coming and threw I drive Arkansas and doing as much trend analysis as you and from that looking at call logs public information office and then giving interviews with your front with the frontline staff those those people that tends to do more frequent customer engagement those both those are the ones that are on fire all the time they know what people are asking about and they know that they know the kinds of questions they know the frequency of the questions as kinds of things we would also suggest and evaluating the cost associated with that in a as much as you you can during some sort of activity based cost modeling that's going to help you as you go down the line in to evaluating the groundwork and tracking your progress on tracking the bell yield we and talking about you know. Is it is it worth the investment it's going to be difficult to assess the investment of of putting in these processes and systems without first understanding what you're spending on that support today. We would suggest doing in targeted survey of certain customers and when we cut state customers we mean stakeholders so that could mean a survey of members of the legislature that could mean a municipal leaders you frequently are answering questions and are making requests of the department of it could also mean you know the utility and construction contractor partners that are not words Bentley on and then you know you may also we we are and director shooter was talking about eighty of survey on the website to kind of gauge of customer satisfaction with the new enhancements to the website there are you know ways to solicit and survey your constituents other elements of their requirements and recommendations for or S. or support I was action that might be useful here so I'm adding a broader customer survey to the website might be a useful thing to do as well and or if you have that email list of people that you engaged with before go back and ask them how it went ask them out what other things you can do to support and better. So that's understanding customer needs the next thing is to think about defining the customer experience efficient this is where our doc gets to say this is what we want to be the department to look like in the future with respect. So you know this is the opportunity for of the department and FOR you members of the legislature to get together and to a value what you what you expect the customer service journey to look like you know do you expect people to be able to get there inquire is resolved in a certain amount of time what general work flows might kind of look like that sort of thing is is what is envisioned here we recommend also going back to those six states and more and evaluating what works best for them why those things or S. and zero now you wait potential process enhancements based on on their practices as well as potential Patrick's that you might want to contract going forward and then identify your project and governance team and and we talked a lot about how someone that is energetic about customer service okay on that forward of momentum is going to be really important element of putting together. And a platform or enhanced customer satisfaction. The next step is to lay that groundwork and so here we're really talking about evaluating your your business processes the things that you do every day to think about how to you know proactively communicate with customers to evaluate where you are in integrating with customers and or interacting with customers for each of those processes and think about the touch points and how you can address those. And. You want to look at your work flow processes we talked a little bit how to date you all at as members will take a called you don't necessarily have a great way to thanks to get it to the right person at heart I and to make sure that it got back to you to make sure it was all so having an intake and routing processes makes the word that the inquire re yes to the right person someone resolved that and you can close that and know that the constituent got the what they needed out of the interaction. obviously you know we were recommending that there are some new technology requirements and solutions that are gonna go behind out that this is you start thank. Requirements for that solution and we talked about metrics that you would want to track going forward so this is where we think about the the cost of the transaction you know the the ad hoc were distributed version of that costing verses the more coordinated platform focused and or as. I hate to use the word cans but uniform response. I thank okay as those very repeatable and and then also the closing rate the day is to close and just overall customer satisfaction are some key performance indicators thank you might want to ask your and they finally actually excuse and implement all those planning that you've done before it out so quick lands with winds are always good for morale and your we've already talked about submit Hanson that are getting made to the website if you can look back at some of the other things and say gosh you guys use are the fifteen most frequently asked questions. Are these actually on our website. So we really addressed these with people because if we haven't let's take that moment and put those up on the website and and and yeah let's do some social media around those let's let's promote those to the constituents and say we're gonna come back and in six weeks and give you a new version of this if if that's necessary that's what we mean by trying to identify those winds and pro actively engaged with your customers as a quick when as I'll. Long term we would suggest some website upgrades that are going to drive users to that dashboard we were talking about the moment though but also to the meeting will support you have it shall. Those jacked up there all of them to a help center that helps them find those faqs under less than do as much so support as they want to and then engage with you when they are ready and on their terms. then we would also again suggest a tracking and work load will lead and as the argument and I know the question was is a C. R. on a customer restore or a customer relationship management tool and when we say that we're really talking about an engagement management doesn't necessarily have to be aimed at a customer a specific persons engagement with the department but generally and engagement with the department and its resolution so that you can start to develop and evaluate trends and thank about ways to identify problems because if the same sixteen people are asking about a bridge there's a reason sixteen people are asking about a bridge and perhaps it's worth sending out some no doubt that district A Hey sixteen people that's about this bridge let's go the attention to maybe the district already knows but then if they do then we can you know work proactively response to them origin future inquire is indoor make sure that we're closing live that those sixty people and ask. You may want to consider at eight eight consolidated call center verses distributed support I understand that need some of the things department does are highly technical and would not you know be supported by general call center personnel typically however what we wanted you I thank from an efficiency perspective is to focus those those support calls does more technical staff on the on it and escalated basis not on a first level basis and then finally just continue to track progress and when we say progress we mean when the excesses but also those areas for improvement and communicate those out to the public let them see that you're working for continue. Thank you very much members. Hi you've heard the the recommendation of any questions. All right seeing none will turn it over director for a response from the agency thank you. I have I have some trouble visualizing at the call center at the department. But I can visualize a better way of tracking. enquiries in resolutions to those parties. But as far as their big vision. I would have to really give that some thought so I'm not going to address that today I think that's that's a huge change this huge going to be a huge expense and how to do that correctly would be will take some time and called possibly bring consulting in to help us do it right but right now and I really feel like. As we have a system set up which it may not be perfect but it is good because we have an office in every county we at. Folks can get in touch with us through their district engineers your resident engineer through an area headquarters if they see a bridge that has an issue or anything like that there's. Then I may be wrong and may be naive but I don't think there's going to be sixteen calls about a bridge we don't already know about. but that being said I'm just what I do know is that we do not have a concise we do not have a our method of tracking these enquiries of people coming in and asking questions needing information currently every division in every district has their own tracking the in they have their own methods of tracking these things I have my own method I get letters in I get calls I have an assistant she logs them into a database I I delegate those to the right people that can answer the question answer the letter correctly I keep up with that if that I yes then they return a response later to me within a certain amount of time if it's not done it flag and I'm I'm asking about it so every every office has their own way of keeping up with what they need to respond to some of our more sophisticated systems that have been developed which we have some of those have to do with our state why transportation improvement program where and. You know we we developed that that shortly it's that short term list of projects every year are stamp everyone's of knows about that and all through the year we get requests from legislators from the public whatever and we put all of that into a database to keep up with what is it that people are asking about every project it's considered is one that either the the staff is identified as a need or the public has identified as any and all of those projects go together into a universe of projects and it tells he was the one that brought this to our attention and what was the letter and what was the issue and all that is in a very sophisticated system that we can expand and do more with them we also have a more sophisticated system when it comes to our design public hearings in our environmental hearings we have people coming in and we lease present the project to the to the public and they give us comments and we keep up with all those comments according to that projects that we had a good record about comments for projects. But we agree there's room that we can be more efficient with all of the information that comes in it's a tremendous amount of information a tremendous amount of inquire reasons tremendous amount of requests for information for requests for projects for problems that their son Sir I can't tell you how much of my time goes with people asking for signs I mean there's just a tremendous amount of of work that goes into taking care what the public needs and I will say I would love to have a a canyon program that could answer every question but every question is different everything has to be investigated everything has to be we had to make sure answers correct it's there's not a whole lot of questions that come in that you answer the same answer every time and I'm sure you know that as well because you take calls for the department like Senator new dismaying was saying I mean they're they're all over the place are they not are they are they are they do you notice then being the same question every time yeah but that makes me an ad hoc call center right so I I don't know the answer the question which means I then have to figure out who need to talk to direct that call to the right direction I think and I I just wanna make sure on the same page in that because this to me this in the previous recommendation the those are two things that I. Truly understand because it's something I experience repeatedly as a legislator in it that is a question on projects that is where we had over time over budget that's a that's a pretty common question the other is customer service and I'm not like I said I I I I think things have changed I think there may be some differences but I will say that. There is something broke in when I have the same maint mayor I have a mayor calling. Everyone can call in could never get to an answer I mean there there's there's a problem that that is a problem I would also say that if you are fielding phone calls for signs then that's broken but you should never as director field a phone call or have to deal with or putting one in the right to such with on a on a sign I think part of what this recommendation is all about is creating a system that properly funnels people so their questions are best answered so. You know. And on the district level I couldn't tell you who to talk to you number do I call the engineer to a call the day the government who who do who I I I couldn't tell you so I'm a call twenty different people trying to get the right answer exit on those applicants was to talk to be able to get the answer the question that I have I think what they're trying to say is. Let's let's put it in a process that makes sense so that that it can progress to we get to the right person to get to the right answer instead of me calling the director to ask about a Sime I got I shouldn't do that I wouldn't do that I will try my best not to do that on the last you know ditch effort to try to figure out what to do but it's only because I didn't know who to talk to and there was no clear path for me to who to who to communicate with and I think that's in a way that's a big part of what they're saying you know with even a call center out which which district I mean who knows for the district lines arming raise your hand if you all know reach when the districts are in your district you don't I'm going to look it up on a map on the figure out the right person to call and I'm gonna call them where is if I call the call center I can tell in the address of the road that it's in and they're going to direct me to where I need to go in there some efficiency created there I think that's what they're trying to say not to lose the personal touch or any of those things but if every district is doing it differently and I have to districts in my Senate district. How do I know what to do with that I wouldn't and I think that's what you're saying is there's a lot of latitude given on the district level on who answers what questions and who they call in who has their contact information out just a little bit more of a streamlined process I think would really be helpful and I think that increased customer service is critical for are not as removing Ford amend I will tell you that I feel like from the responses that I get from my constituents and elected other elected officials on the county or city level that is one of the biggest concerns is they don't know how to navigate your system they don't know who to talk to they don't know how to get the answers that they're looking for and that that's really what we're looking trying to improve with this customer service fees. Well that that's good feedback and I'm glad to hear it because that helps put that into perspective for what the needs are out there. I've got to give it some thought on how we can we can best remedy that problem that is a problem and that's that's part of why we're here and we're having this discussion and that's part of why you know if if if there's interest from the committee that is going to be part of the recommendations and this goes back what we were talking about on the website I don't want us to get ahead of ourselves and not have that conversation trying to get something implemented that doesn't really match with what what some of the what you're consumers so that's legislators as drivers that's ever you know mayors county judges whatever it may be what they're looking for someone to make sure when we're developing this deafening and it goes back to this oversight that that we're drawing in. Those folks that we're getting to the finished product that this is really going to benefit you any on everyone else and I and I and I said I what I think I really really appreciated your willingness unit to being gates with us that that's. I truly appreciate that can't understate how much that means to me to me as a senator and everyone else because I think it's different points in time that may not existed at the level it does now so we we are we are thankful and we want to be your partner in this just. Make sure that we're all communicating on the same level and especially through these recommendations I appreciate that and You know it's. I guess it's. We just need to work together to see how we can do that within the limits of funding limits of space limits of. So many things and so I guess when I see a call center that kind of blows my mind but in in which we should look at that but I would also say that if you as director our fielding calls at your salary but that's not efficient either especially if they're about signs you know the main so well there are you can get we we can create efficiencies really by you know diverting people into the right direction to have their questions answered from people that are actually in those departments as opposed to you have to chase those down and related information I will say that. as director. You know a lot of those calls are fielded by my assistant shall say well you really need to talk to so and so and shall show for tomorrow and they won't come to me but if it's a legislator if it's a if it's a mayor if it's anyone that wants to talk to me it's a local this inefficient again we do appreciate that and that I'm not going to turn it on I don't want that to happen I don't want her to feel that often one I want to talk to him too many there's been a couple of times that someone has taken that call and Senate somewhere else and they got a hold to the of the staff member that didn't treat him the way I expected him to be treat anyway you you mention yeah thank you very much but and yeah well I will just need to work on that yes good discussion no I just I just wanna make sure we don't. We don't get too big and we don't get the. We've got a big job to do and what scares me a little bit is all of this will take away from what we're already trying to do and I don't want that to happen either so I guess that's part of my fear with the big call center idea mark you know Hey yeah and I'm not sure that that's the answer I think it's it's really creating a process of how these phone calls get funneled in the right direction because even as a legislator. I bet I could not tell you who I I mean I I mean I I call people us all you know shouldn't be calling trying to figure out who the next we need to remedy that for sure that shouldn't you should know exactly who to call well in the in the in the public should to then that bypasses a lot of that the issues I will can I finish I'll get. Got off track but I will say that we do want to be better it tracking and that way we can do some validation we can see if there are questions that are getting asked over and over again and possibly that we could improve on something I think just being able to track everything in one place will help us be better in knowing how to move forward I think that's maybe the first step in and into what you said today he gives me a lot inside that I didn't know but also when if we get it a database we were tracking everything we can look at everything is a universe we can possibly see some you know some training and so that we can see better how to put together something like what what they suggested or what are sent I've hybrid if that. we we want to be responsive to the public email our strategic plan is public service public service we talk to our employees our ultimate boss our ultimate supervisors or the tax payers we work for the taxpayer's their money is being used to build these rose to take care of these roads in ultimately we answer them so we need to have a good public service or a good response to the public to the legislature and we want that very much so we're willing to do anything we can within our our means to make that better. And. Finally this is going to be a good opportunity we've talked a lot about KPIs key performance indicators so we can start monitoring how we improve and use those KPIs as part of our new website and everything going on to to show that we're we're wrist our response time is better we're and we've got a better is customer satisfaction where we need to go out there and see what customer satisfaction is now and then and then and then the monitor in the future to see for a for a we are making progress those types of things so I see this is a great recommendation as far as being able to track all the questions and everything coming in in making that more of a a what's the word and. Enterprise system and so I'm looking forward to implementing something like that I think it'll make it a lot more efficient a lot easier it's entered in one time it's not entered in three or four times its wholly entered in one time and it Sir entered in the same way in everybody sees it the same so I see so much benefit here and we will work towards that those calls the command to see if we can do better with that for sure. So with that that's the end of my response to that. Thank you and. I'm not sure who this is C. fifty seven day okay didn't read and the crowd on the chart it Senator you're recognized. Thank you Mr chairman of and director to thank you for your your comments their spot on in their responsive and frankly it's very refreshing I want to follow up a little bit on something the chairman said but also senator rice and senator Chesterfield and to kind of pull it down they were really asking about COSTEFFECTIVENESS of yes we could hire couple hundred thousand people set up there and answer the phone and they have all this access to information and everyone will get every an answer they are needed or we can have one person and it would work out so we're kind of trying to find something in the middle there that would meet the the public's needs and even our needs legislators but also be cost effective of and I appreciate what you said about the enterprise system. I presume that projects with the construction or maintenance but projects have some kind of project management tool or system that is already in place and it may be on a clipboard it may be software I would hope it's software something like that but it would it. Do I thank the same type of system and if so. If not could they be standardized and if they are could they be set up in a manner where if a. Feel person and I've at the office in the say state guard say the south end of centered is makes district enters something on that then it would filter up to the larger database where someone at central office could access that and answer a question that a constituent had and and I guess the the follow up on that is. Do you see it being possible that that be done in a. And again this is a relative question I know but in a relatively cost effective manner. Yes Sir I I can I can vision I can envision that I think we have the capability of doing that we've got I think that's an easy thing to do I think it's going to be great and will. I mean yes yes we can do it and we it'll be similar to what we've already done with construction projects but again it'll be a little different and will need to make it very very user friendly for those folks out in the field that maybe aren't is used to using a computer is some other so it will be careful on how we. You know how we. Develop it and how we interface it an email I can send things that I'm having trouble envisioning but I can envision how this is going to work well and we'll we'll get this done for sure we've already got that we've got the expertise in the software place that we can do that. Right thank you very much very good answer thank you Mr chair thank. Thank you senator do we have any other questions. All right in it at this point so at their know the questions nor the discussion of the recommendations is the point where we I ask if there's any additional interest on these two items to be part of the report SO that can be discussed the first of the next meeting. And so I will During interest in these two recommendations. I'm interested in these two recommendations so. I'm not really sure how we do this so. Yeah we'll keep them and so we we will put these on the calendar for the next committee meeting will discuss those in the beginning and then have a vote if there is continued interest to have those added to the draft report out with that is there any other business any other questions by committee members about the process seeing none we are adjourned thank you for your time today.