The Indiana Department of Transportation Thursday announced the launch of INDOT4U, a new model for customer service that makes it easier than ever for customers to contact the agency and get questions answered and problems resolved.
With a statewide customer service center in place, motorists now have a single point of contact to report a concern, obtain information, or provide feedback to INDOT via phone at 1-855-463-6848, online at www.indot4u.com, by email, or using the INDOT mobile app.
“INDOT is making it easier for Hoosiers to ask questions and report roadway concerns while also reducing turnaround time on services like pothole patching, sign repair, and debris cleanup,” Governor Eric J. Holcomb said. “By providing convenient, easy-to-use customer service tools and raising the bar on performance and accountability for everyday services, INDOT is embracing our call to deliver great government service at the best value for taxpayers.”
INDOT’s approach to customer service is being re-engineered from the ground up with a laser-like focus on consistency and accountability. Customer service center operations are supported by a comprehensive service catalog that serves as the foundation for addressing customer questions and concerns and includes information about the nearly 100 different services provided by almost every division of INDOT. The new service catalog ensures that customers will receive consistent information and resolution times for INDOT services no matter the time of day they call or location of their concern.
The agency’s new approach to customer service brings greater accountability than before. The customer service center will track and report on key performance indicators including the percentage of issues resolved on the first call, time to answer, and total time of call experience among others. All INDOT customers who engage with the customer service center will have the option to participate in a brief survey, providing feedback directly to INDOT on their experience helping to foster a commitment to continuous improvement.
“The main goal of INDOT4U is to communicate timely information about our projects and programs to customers while establishing and meeting new standards of customer service,” Indiana Department of Transportation Commissioner Joe McGuinness said. “Our redefined approach to customer service better enables us to show Hoosiers every day that we’re customer-driven and focused on results.”