Massachusetts Department of Transportation Taps Salesforce to Drive Employee Efficiency and Collaboration

The Massachusetts Department of Transportation (MassDOT) is working with Salesforce to deploy innovative technology systems that support internal collaboration, drive efficiencies in service delivery across various business divisions, and provide real-time visibility into different projects. 

The impact: Massachusetts has one of the highest rates of public transit use in the United States, and MassDOT provides safe and reliable transportation for this volume of ridership with a strong focus on customer service. This starts with having scalable and future-proof technologies accessible to employees and constituents. 

Go deeper: MassDOT has a number of divisions with different priorities, processes, and systems. The team needed to shift their focus away from legacy systems and migrate their business applications onto low-code/no-code configurable platforms. MassDOT launched a FedRAMP-authorized application development platform on Salesforce to optimize processes agency-wide and personalize the customer service experience across each of its business divisions, including the Registry of Motor Vehicles (RMV), Aeronautics, Planning and Enterprise Services, and Highway.

• RMV business associates implemented a Business Partner Management solution, giving employees the ability to efficiently collect, monitor, and oversee a large number of business partners, along with program details and contact information. The application acts as a centralized hub for RMV and helps to collect, monitor, report, store, manage, and analyze information and transactions in real time.
• The State Highway Administration team built a grants management platform that manages the entire lifecycle of grant administration for MassDOT’s municipal transportation partners. 
• The Aeronautics division has optimized their air transportation portal to convert leads and opportunities into drone projects, targeting storm assessment, bridge inspection, and construction site surveys. It uses a web-to-lead form for organizing and overseeing official drone missions and flight details, giving administrators a comprehensive view of statewide drone projects on any mobile device.
• Planning and Enterprise Services implemented a legal case management system to enhance collaboration, tracking, and visibility of matters across the legal division, empowering smarter staffing and caseload distribution decisions within the General Counsel’s Office.
  • MassDOT’s Office of Real Estate & Economic Development team, within Planning and Enterprise Services, designed a system to monitor several agreements related to the development and administration of a portfolio encompassing leases, licenses, and contracts with private sector entities.
• The Highway Division is developing a Construction Project Management system to automate essential tasks like capital project design and review processes. MassDOT will also introduce a self-service community portal to provide the public with access to project status updates and facilitate third-party collaboration. 

MassDOT perspective: “We’ve been using Salesforce’s government solutions to drive our own productivity. Salesforce’s built-in compliance lets us innovate quickly in a safe and secure environment so we can deliver highly-personalized services to the millions of constituents we serve.” – Anu Goutham, Deputy CIO of Information Technology

We’ve been using Salesforce’s government solutions to drive our own productivity. Salesforce’s built-in compliance lets us innovate quickly in a safe and secure environment so we can deliver highly-personalized services to the millions of constituents we serve.

Anu Goutham, Deputy CIO of Information Technology

Salesforce Perspective: “Modernization and innovation are top-of-mind for the public sector, and MassDOT was in need of consolidated, real-time systems that help create better collaboration across business divisions. By implementing these solutions, Salesforce will continue to help MassDOT drive greater efficiency and transparency for its employees and constituents.” – Nasi Jazayeri, EVP & GM, Public Sector

More information: 

• Tune in virtually to World Tour D.C. on Salesforce+ 
• Learn about Salesforce for the Public Sector here