MDTA Customers, Communities, and Suppliers
The MDTA community relations team uses multiple tools and event types to engage the public in ways that foster two-way communication and help build durable community relationships. These tools include development and maintenance of project websites; creation and distribution of driver’s alerts; social media posts to show project progress; and public events such as open houses, industry forums, and grassroots pop-up attendance at local community events to connect with and provide information to users within project or study corridors. These engagement efforts focus on ensuring proper identification of affected or interested stakeholders and communities, timely and proactive gathering of public input on projects and studies, and efficient and effective communication of project information. Francis Scott Key Bridge Rebuild
CUSTOMER AND COMMUNITY ENGAGEMENT The MDTA’s mission is to be a customer-driven leader that delivers safe, sustainable, intelligent, exceptional, and inclusive transportation solutions to achieve the vision of ensuring Maryland’s iconic bridges, tunnels, and roadways are the customer’s trusted and preferred choice for safe mobility, connection, and easy passage today and tomorrow. To achieve this mission and meet this vision, the MDTA works to understand the needs and deliver on the needs of customers and the community every day. The MDTA serves all stakeholders proudly, not just with the maintenance of roads, bridges, and the management of tolling, but also by promoting inclusivity and accessibility for the greater Maryland community. The MDTA works to build trust, enhance service delivery, make informed decisions, and promote social responsibility. Management of Customer and Community Engagement As part of its commitment to customer and community engagement, the MDTA holds committee and board meetings regularly that are open to the public, encouraging the community to attend and provide feedback. These meetings are livestreamed and archived on the MDTA’s website, where members of the community can also access meeting schedules, agendas, minutes, and recordings easily. When preparing for an upcoming project, including replacing roads, bridges, or tunnels, or updating facilities, the MDTA establishes an engagement plan several months in advance. This ensures effective communication and engagement with customers, community members and other stakeholders regarding project activities and any potential impacts to the community. Primary engagement activities include: Provide regular, timely, useful, and accurate information regarding current and upcoming construction activities and other aspects of projects to a variety of external audiences, including travelers, community members, elected officials and the media. Educate all stakeholders mentioned above on any traffic or waterway impacts, lane changes, or closures. Prepare responses to public concerns or complaints regarding construction activities. Respond to questions or concerns in a timely manner, promoting trust and credibility with the public and other stakeholders. Hold informational meetings with attendance from the public encouraged.
At approximately 1:30 a.m. on March 26, 2024, a cargo ship leaving the Port of Baltimore struck the Francis Scott Key Bridge, causing a collapse of the bridge. The MDTA team acted expeditiously to alert the public of the incident and the immediate traffic impacts and available detours. In the days and weeks that followed, the MDTA partnered with the State of Maryland and the Federal Government to initiate critical engagement with a call-to-action for all stakeholders to participate in the process of rebuilding the structure. Two websites were created to provide updates and reminders of traffic impacts. Tools and events to foster collaborative and informative engagement include a virtual industry forum, a virtual community update, the launch of a community resource and support survey, creation of a digital toolkit for ease of information dissemination, and continuous use of social media and news releases to keep stakeholders informed of major updates and key decision points.
Environmental, Social, and Governance Report 24
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