MARCH 2021

VOLUME 5, ISSUE 3

Arizona Highways magazine PAGE boosts tourism dollars 3

t Diverse communication t Leadership Matters, t Customer Service Award platforms connect Amy Ritz winner Julia Voight PAGE 2 PAGE 5 PAGE 4

LEADERSHIP The INSIDE MATTERS

ADOT DIRECTOR EDITORIAL BOARD am a project manager in the Major Projects Group, managing the John S. Halikowski Eddie Edison, HR Vincent LaBella, OCI Interstate 10 Broadway Curve project. I began my career in politics DEPUTY DIRECTOR FOR POLICY Sonya Herrera, ASD Kevin Biesty — not engineering as many people assume. My transportation career Gregory Byres, MPD began in 2006, when I was hired by ADOT’s Utility and Railroad group. COMMUNICATIONS DIRECTOR Lt. James Warriner, ECD/OIG Timothy Tait James Windsor, TSMO I was pregnant with my first child at the time. As I look at her, now 14, I Jennifer Bowser Richards, MVD COMMUNICATIONS DEPUTY DIRECTOR Larry Clark, MVD realize how working for ADOT has benefited my family over the years, and Jon Brodsky I Steve Boschen, IDO how thankful I am to have had such great opportunities. I’ve been blessed NEWSLETTER STAFF The Inside Lane is published monthly with great mentors and leaders who’ve supported and encouraged me Kathy Boyle, Assistant for the employees of the Arizona Communications Director every step of the way. Amy Ritz Department of Transportation by Lori Baker, Senior Communications Major Projects Group ADOT Communications. Specialist In 2012, I became a project coordinator in the Urban Project Management Project Manager Angela De Welles, Senior Address all comments and (now Project Management Group.) While I worked to get up to speed on Communications Specialist suggestions to [email protected]. Kim Larson, Senior Communications A web version of this newsletter can project management and all it encompasses, I shadowed several project Specialist be found on ADOTNet or at Michelle Fink, Administrative Support managers who allowed me to ask questions and learn from their experiences. azdot.gov/InsideLane. Randy Sasaki, Graphics Project Manager © 2021 Arizona Department of In fall 2014, the South Mountain Freeway was gaining momentum and I was asked to join Major John Walradt, Graphic Designer Transportation Projects, led by Senior Deputy State Engineer Robert Samour, to help deliver the project. It was an Elena Diaz, Graphic Designer alternative delivery project and ADOT’s first freeway Public Private Partnership (P3). There are many Frank Rodriguez, Graphic Designer great things I could say about my experience with Major Projects. I’ll sum it up with our motto: “Make a decision, be able to support it and move on.” Share your best In 2016, Major Projects was asked to run the $700-million I-10 Broadway Curve project, and I was cover shot asked to serve as project manager. This is the first project to receive environmental clearance, acquire Do you snap shots that show off the scenic side of transportation in right-of-way, establish the schematic design and complete a P3, Design-Build procurement process Arizona? Share them with us and we simultaneously. I saw firsthand how a great team can produce great work. I’m happy to say we have a might put your photograph on the next cover of The Inside Lane. developer under contract and construction is scheduled to begin this summer. It can be a great picture of an MVD On the cover Work will occur on I-10 between Ray Road and 24th Street. Please visit azdot.gov/i10broadwaycurve to office, a beautiful highway shot or The world-renowned Arizona Highways even an artsy photo of construction magazine stimulates more than $43 learn about the improvements, watch the simulation video and subscribe for email updates. In another materials. Whatever the subject, the million annually of direct tourism first for ADOT, the project will have a mobile app to share the most up-to-date project information. I photo should highlight some aspect revenue to Arizona, a new research of the work happening here at ADOT. encourage you to download the app when it’s available, especially if you travel through our 11-mile report shows. The cover photos, Submit your original, digital provided by Arizona Highways, show work zone. During construction, it’s important to #StayAheadOfTheCurve. photographs to InsideLane@azdot. a sampling of the beautiful Arizona gov in JPEG format (no larger than Highways magazine covers, calendars Outside of work, I enjoy spending time with my husband, and very active daughter and son, cheering 10MB). Along with the photo, please and other products that help promote provide a brief description and your the State. See more them on at softball, baseball and football games. name/title. coverage on Page 3.

21-005 The INSIDE MARCH 2021 2 Arizona Highways magazine stimulates $43 million annually in Arizona tourism howcasing Arizona’s beauty, tourism community throughout Arizona. Arizona Highways diverse culture and rich history with It also confirms the exceptional work the retail product stunning photography and compelling entire Arizona Highways team does each and purchasers, the study’s Sarticles, Arizona Highways magazine every day,” said Arizona Highways Magazine researchers reported. Kelly Mero (AHM) plays a major role in boosting the Publisher Kelly Mero. Highlights of the Arizona Highways publisher state’s tourism economy, as detailed in a new The “Economic Impact and Contribution of report include: research report. Arizona Highways Magazine to State Tourism” • About 87% of The world-renowned monthly publication study, published in December 2020, describes subscribers keep their magazines for trip brings more than $43 million annually of how Arizona Highways magazine, its ancillary planning months or even years later. direct tourism revenue to Arizona, according products and brand influence travel and • Facebook users primarily seek information to subscriber surveys and economic modeling tourism decision-making, along with the about sightseeing, day trips and recreation analyzed as part of a new ADOT research spending habits of Arizona travelers and out- from the AHM Facebook page. study. The study was conducted by a team at of-state visitors. • About 77% of shoppers at the Phoenix Sky under the direction The study points to how travel spending Harbor International Airport AHM gift shop of the ADOT Research Center. For every $1 generates taxes for state and local subscribe to Arizona Highways magazine. spent by Arizona Highways, at least $3.74 governments and pumps tourism dollars into • Focus groups of Arizona Highways TV enters Arizona’s economy from out-of-state communities across the state, particularly viewers indicated that the show informs subscribers whose travel decisions were in places featured in the magazine and its their travel decisions. influenced by the magazine. Jeff Kida, Arizona Highways branded products. In-state expenditures by The research study, funded partially by the “The study confirms the importance and Arizona residents are important to many Federal Highway Administration, is the latest Arizona Highways magazine editorial team impact the magazine and brand have on the rural communities, where the tourism market in a series of studies conducted about every members participate in a virtual meeting. includes residents from the Phoenix and seven years to assess the impact of the AHM (Left to right) Top row: Keith Whitney, Lisa Altomare, Samantha Chow and Vicky Snow. $21.2M Tucson metro areas. brand. While Arizona Highways magazine is $35.4M Wages and Proprietor Income part of ADOT, it does not receive state funding Bottom row: Ameema Ahmed, Robert Stieve Total Economic Contribu�on 628 People are loyal to the Arizona Highways brand $43.1M Arizona Jobs Supported and is financially self-reliant. and Noah Austin. (Not pictured: Kelly Vaughn or enn across multiple platforms as Arizona Highways and Jeff Kida.) $9.7M ~ Lori Baker, Senior Communications Specialist Total Tax Revenue magazine subscribers, AHM Facebook page users, Arizona Highways TV show viewers and

the best of what the Grand Canyon State Arizona Highways sells Arizona-themed A one-year subscription (12 issues) to the Arizona Highways has to offer. It publishes unique outdoor products, including calendars, travel guides, print version of Arizona Highways magazine magazine draws experiences, expert travelogues and photography books, home decor and jewelry, is $24 in the , and magazine historical tales accented with award-winning through its online store on ArizonaHighways. features are available digitally. For more worldwide audience photographs of Arizona’s scenic wonders. com. COVID-19 pandemic restrictions have information about Arizona Highways Since its debut in 1925, Arizona Highways The magazine has subscribers in all 50 states temporarily closed the gift shops at the magazine or to purchase Arizona Highways magazine has grown into a spotlight of and more than 120 countries. Arizona Highways office in Phoenix and the products, visit ArizonaHighways.com or call Phoenix Sky Harbor International Airport. 800.543.5432. The INSIDE MARCH 2021 3 Diverse Arizona requires multiple communication platforms

onnecting Arizona. Everyone. Everywhere. Every Day. our data showed that more than It’s the ADOT mission. Along with planning, engineering half the households in the area have C and maintenance comes relaying the information to the individuals who are predominantly public, and communications is not a one-size-fits all approach. Spanish speaking.” ADOT Communications employs a multifaceted strategy to ADOT Communications also has a reach our customers — from traditional broadcast media bilingual public information officer, to public meetings and events to social media platforms. Lourdes Lerma, who proactively Community Relations But there are certain projects and customers that require reaches out to broadcast and print Pictured from left, Public Information OfficerLourdes Lerma, and specialized outreach. media on various projects to ensure Community Relations Project Managers Nikki Green and Carolynn Lucy Schrader, deputy administrator for the Civil Rights Office, relevant messaging is provided in Ludington working an outreach booth at Ranch Market, located in weighed in on this outreach. “ADOT has two documents, the Spanish — including the Phoenix the study area for the Grand-35 project. Public Involvement Plan and Limited English Proficiency Plan, metro area, Tucson and Nogales media outlets. She also writes that we use to be in compliance with the federal requirements ADOT Communications The data received from this focus group was helpful, under Title VI of the Civil Rights Act of 1964, Environmental columns regularly for the publication Public Information providing insight into public awareness of AZMVDNow.gov. Justice, and Limited English Proficiency.” ADOT employees are Contacto Total, La Revista Que Habla. OfficerLourdes Lerma It also reinforced that the online and by-mail driver license required to complete the Title VI Nondiscrimination Program In addition, Lerma communicates does an interview at La renewal options MVD was working to implement would be training annually, which is available through the ADOT Onda 1190 AM Radio. with different consulates in Arizona well-received. Learning and Development Center website. representing Latin American countries to ensure that both trade and tourism “Unsurprisingly, the respondents were overwhelmingly in favor At a project’s onset, the Community Relations team conducts interests are aware of important transportation information. of the possibility of being able to renew their driver license an analysis to determine the level of non-English-speaking online or by mail, two options MVD was already working to households that may require translation services. They use Another specific customer outreach came about primarily due implement,” Assistant Communications Director for Customer myriad methods, depending on the project’s language needs, to the COVID-19 pandemic, coupled with the April 2020 launch Outreach Doug Pacey said. such as the use of I-Speak cards, Spanish-language ads, of AZMVDNow.gov. The customer group was older adults who direct mailings, staff booths, including interpreters, at local may be more susceptible to COVID-19, and may not want to In late February, MVD plans to make the contactless online and businesses or events to provide language services based on the make a trip to an MVD office to renew their driverlicense. by-mail driver licenses renewal options available to eligible project service area. The team wanted to learn about what challenges older adults Arizonans. Assistant Communications Director for Community Relations face when conducting transactions with MVD, their comfort To help older drivers, Governor Doug Ducey extended Daina Mann said, “For the current Grand-35 study, which with online self-serve options and their opinion on potential expirations by one year for licenses expiring between March is evaluating grade separations at the intersection of Grand new ways to renew a driver license. That’s why ADOT reached 2020 and Feb. 28, 2021. out to Arizona AARP and conducted a focus group with adults Avenue, 35th Avenue and Indian School Road, we conducted ~ Kim Larson, Senior Communications Specialist significant Spanish-speaking community outreach because age 65 or older.

The INSIDE MARCH 2021 4 She reached out to those who had experience with Data Studio to Kaizen Customer Service Award winner Julia Voight learn the nuances of the program. She practiced the program until she goes above and beyond to resolve problems understood how it works. Then, she taught her coworkers how to use Korner it so each member of the Partnering team could provide support to WITH AN ANTIQUATED computer system causing major problems, customers. Partnering Facilitator and Lean Coach was determined to Julia Voight “Not only is the process more efficient, but Julia’s efforts have led find a solution. to increased accessibility and functionality to those customers Kaizen 2021 Construction and public partnership teams had used the Partnering who spend a great deal of time in the field,” said Partnering Office Challenge Evaluation Program since 1997 to enter monthly partnering Administrator Michael Carter, who nominated Voight for the Customer evaluations. But PEP had limited or no access and an inability to Julia Voight Service Award. The Office of Continuous save information. It took as much as four hours for a single project’s Partnering Facilitator Completing an evaluation is now as simple as opening a link on a Improvement announces information to be completed and verified. the Kaizen 2021 Challenge smartphone, entering ratings and providing comments that are automatically goal of 7,200 kaizens. Every Voight’s approach to creating a successful new evaluation program illustrates saved in a Google Form. Responses are collected in a Google Data Studio employee is being asked why she won the 2020 Customer Service Award. report, which is shared monthly with the partnering team, including ADOT, the to complete one kaizen on She and her Partnering Office colleagues used the Plan-Do-Check-Act (PDCA) contractor and external stakeholders. their own. A kaizen can be problem-solving method to understand the root cause of the evaluation “I am thankful and honored about the award and recognition for the work done. big or small, eliminates system’s problems. After extensive research, Voight developed a new method This project was not all me, though — it was a group effort and I could not have waste in our processes and of evaluation and measurement using existing resources — a combination of done this alone,” Voight said. is documented through Google Forms and Google Data Studio. ~ Lori Baker, Senior Communications Specialist standard work. Team or collaborative kaizens are also encouraged. Last year, Improving sign had a rotational call-back for after-hours of employees having more work- only 61% of employees sign knockdowns. Each standby team life balance, as they are on standby individually documented a replacement a team effort needed two technicians on the standby less often. completed kaizen. schedule at a time, but the interstate Another notable improvement for 200,000 signs THERE ARE AROUND unit is a smaller team — four technicians the signing units is the use of a mini- throughout the state’s highways. When as opposed to 11. excavator, recently procured to replace Kaizen count one goes down for whatever reason, “It made sense to combine efforts for the digger derrick. The number of kaizens crews are tasked with replacing it as the two units. For six months, my unit submitted by ADOT quickly as possible. That process is a “The difference between the ‘mini- cross-trained with the interstate crew,” employees so far this little easier now for the Central District, ex’ and the digger derrick is like night Highway Operations Supervisor Sean fiscal year is thanks to improvements made by the and day,” said Roy Turner, highway McHugh said. Regional Signing and Striping and operations technician. “It is so much Interstate Signing units. “We were then able to place two techs quicker. It also requires a smaller on a weekly rotational call-back, which footprint, which is safer.” 2,508 Central District Sign and Striping Both of the units cover the Central not only saves money for less hours For a complete District, but they work on different types Find more information on the Traffic Replacing an exit sign are worked, but it eliminates fatigue by breakdown by division, of signs. The regional unit handles flat Maintenance group, part of the highways operations technicians expanding weekly rotation to every eight visit the Office of sheet signs, like a speed limit sign, while Transportation Systems Management Jose Acosta (left) and Ron weeks versus four,” McHugh added. Continuous Improvement Anderson. the interstate unit works on extruded and Operation Division, on ADOTNet. page on ADOTNet. panel signs, like an exit sign. Both crews This kaizen reduces waste and ~ Kim Larson, Senior Communications Specialist increases safety with the added bonus The INSIDE MARCH 2021 5 Did you know that March is Women’s History Month? Because women have made so many major CAN YOU SPOT contributions to the transportation field, we asked THE DIFFERENCES? several women at ADOT to share the reasons why they entered into a transportation career. Women in transportation NO, YOU'RE NOT seeing double! Created by ADOT Graphic ~ Compiled by Angela DeWelles, Senior Communications Specialist Designer John Walradt, both of these panels look the same, but there actually are five differences between the twocartoons. I have been passionate When I applied to Having spent years Can you spot them all? Email each hidden difference to about engineering ever ADOT 19 years ago, I practicing law in the [email protected] by March 12. since I can remember. did not think of it as private sector, I had Transportation trying to get a job in a desire to take the Everyone who locates all five will be entered into a random engineering includes transportation. I saw it next step to become a drawing for a great prize! We’ll reveal the answers and the winner planning, design, as another opportunity judge. I was fortunate in next month’s newsletter. Good luck!! construction, to be of service, only enough to be hired maintenance and operation of facilities that this time it would be for the citizens of with the Executive Hearing Office in 2017, improve people’s lives every day. Being a Arizona. My passion is helping others which has opened me up to the world of part of this industry gives opportunities and I knew that I could impact ADOT in a transportation. I enjoy dealing with the to be involved in the cutting-edge positive way and it would also give me the many interesting laws and regulations technologies that keep evolving. I am proud opportunity for career growth. ADOT has a and working with a wide array of divisions to be a part of the industry, especially great reputation as being family friendly, and agencies. which also factored into my seeking a ADOT. And I am proud to be working with Allyssa B. Reid career with the agency. those who share the same passion. Associate Presiding Judge Tazeen A. Dewan Sonya Herrera Executive Hearing Office Project Manager Director Multimodal Planning Division Administrative Services Division

I initially "fell into" the I credit my career in WINNER, transportation sector transportation to my WINNER as an environmental college internship consultant, consulting with the regional WE HAD A GREAT response to last month’s Answers: 1. Google; 2. for ADOT and railroads. planning organization, Jumble Contest, but there can only be one winner. Muted; 3. Distance; 4. The nature of the work where I conducted Congratulations to Safety Analysis Program Technology; 5. Profile and the opportunity to transportation Manager Saroja Devarakonda whose name serve the public as part of something so modelling and forecasts. I couldn’t believe Final answer: After was selected from a random draw of entries. Communications ADOT integral to their daily lives are what have there was a career path where I could play letting a coin toss Saroja, who works in the Transportation Systems motivated me to work at ADOT. SimCity all day! I’ve since enjoyed planning decide which virtual Management and Operations Division, received

meeting she’d attend Kathy Boyle, Julia Manfredi and designing roadway improvements a special gift bag from Assistant Communications next, an overscheduled Manager throughout Arizona. Director for Internal Communications Kathy Boyle, and stressed-out Corky resolved to manage her Environmental Programs Susan E. Anderson including an Arizona Highways Arizona Ghost calendar better next week — in other words, it was Systems Technology Group Manager Towns book and magazine, stress ball, lanyard, time for change. Transportation Systems Management and pens and a post-it-note pad. Operations Division The INSIDE MARCH 2021 6