Arizona Highways magazine boosts tourism dollars - MARCH 2021 VOLUME 5, ISSUE 3 - ADOT
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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
Arizona
PAGE 2 PAGE 5
PAGE 4
LEADERSHIP
The INSIDE
MATTERS
I
ADOT DIRECTOR EDITORIAL BOARD
am a project manager in the Major Projects Group, managing the John S. Halikowski Eddie Edison, HR
Interstate 10 Broadway Curve project. I began my career in politics DEPUTY DIRECTOR FOR POLICY
Vincent LaBella, OCI
Sonya Herrera, ASD
— not engineering as many people assume. My transportation career Kevin Biesty
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
realize how working for ADOT has benefited my family over the years, and Jon Brodsky
Larry Clark, MVD
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
every step of the way. Amy Ritz Communications Director
Department of Transportation by
Lori Baker, Senior Communications
Major Projects Group Specialist
ADOT Communications.
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 InsideLane@azdot.gov.
Kim Larson, Senior Communications
project management and all it encompasses, I shadowed several project Specialist
A web version of this newsletter can
be found on ADOTNet or at
managers who allowed me to ask questions and learn from their experiences. Michelle Fink, Administrative Support
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
Frank Rodriguez, Graphic Designer
alternative delivery project and ADOT’s first freeway Public Private Partnership (P3). There are many
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
On the cover
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
office, a beautiful highway shot or
Work will occur on I-10 between Ray Road and 24th Street. Please visit azdot.gov/i10broadwaycurve to even an artsy photo of construction
The world-renowned Arizona Highways
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
photo should highlight some aspect
first for ADOT, the project will have a mobile app to share the most up-to-date project information. I of the work happening here at ADOT.
revenue to Arizona, a new research
report shows. The cover photos,
encourage you to download the app when it’s available, especially if you travel through our 11-mile provided by Arizona Highways, show
Submit your original, digital
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
and other products that help promote
Outside of work, I enjoy spending time with my husband, and very active daughter and son, cheering 10MB). Along with the photo, please
the Grand Canyon State. See more
provide a brief description and your
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
S
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
articles, 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
state’s tourism economy, as detailed in a new report include: publisher
The “Economic Impact and Contribution of
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
Arizona State University 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. branded products. In-state expenditures by The research study, funded partially by the
Jeff Kida, Arizona Highways
“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 Tourism Spending
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
Arizona Highways the best of what the Grand Canyon State
has to offer. It publishes unique outdoor
Arizona Highways sells Arizona-themed
products, including calendars, travel guides,
A one-year subscription (12 issues) to the
print version of Arizona Highways magazine
magazine draws experiences, expert travelogues and photography books, home decor and jewelry, is $24 in the United States, 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
C
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
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 Officer Lourdes 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
that we use to be in compliance with the federal requirements ADOT Communications
media outlets. She also writes
columns regularly for the publication The data received from this focus group was helpful,
under Title VI of the Civil Rights Act of 1964, Environmental Public Information
Contacto Total, La Revista Que Habla. providing insight into public awareness of AZMVDNow.gov.
Justice, and Limited English Proficiency.” ADOT employees are Officer Lourdes Lerma
In addition, Lerma communicates It also reinforced that the online and by-mail driver license
required to complete the Title VI Nondiscrimination Program does an interview at La
with different consulates in Arizona renewal options MVD was working to implement would be
training annually, which is available through the ADOT Onda 1190 AM Radio.
representing Latin American countries well-received.
Learning and Development Center website.
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
Another specific customer outreach came about primarily due online or by mail, two options MVD was already working to
households that may require translation services. They use
to the COVID-19 pandemic, coupled with the April 2020 launch implement,” Assistant Communications Director for Customer
myriad methods, depending on the project’s language needs,
of AZMVDNow.gov. The customer group was older adults who Outreach Doug Pacey said.
such as the use of I-Speak cards, Spanish-language ads,
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 driver license. 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.
Avenue, 35th Avenue and Indian School Road, we conducted out to Arizona AARP and conducted a focus group with adults ~ Kim Larson, Senior Communications Specialist
significant Spanish-speaking community outreach because age 65 or older.
The INSIDE
MARCH 2021 4
Kaizen Customer Service Award winner Julia Voight She reached out to those who had experience with Data Studio to
Korner
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
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 Julia Voight was determined to
“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
evaluations. But PEP had limited or no access and an inability to Julia Voight
Administrator Michael Carter, who nominated Voight for the Customer
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.
smartphone, entering ratings and providing comments that are automatically
the Kaizen 2021 Challenge
Voight’s approach to creating a successful new evaluation program illustrates saved in a Google Form. Responses are collected in a Google Data Studio
goal of 7,200 kaizens. Every
why she won the 2020 Customer Service Award. report, which is shared monthly with the partnering team, including ADOT, the
employee is being asked
contractor and external stakeholders.
to complete one kaizen on She and her Partnering Office colleagues used the Plan-Do-Check-Act (PDCA)
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
sign knockdowns. Each standby team
of employees having more work-
life balance, as they are on standby
only 61% of employees
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
THERE ARE AROUND 200,000 signs unit is a smaller team — four technicians the signing units is the use of a mini-
Kaizen count throughout the state’s highways. When
one goes down for whatever reason,
as opposed to 11. excavator, recently procured to replace
“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,” ex’ and the digger derrick is like night
employees so far this little easier now for the Central District,
Highway Operations Supervisor Sean
fiscal year is thanks to improvements made by the and day,” said Roy Turner, highway
McHugh said.
2,508
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.”
Both of the units cover the Central
Central District Sign and Striping
not only saves money for less hours Find more information on the Traffic
For a complete Replacing an exit sign are District, but they work on different types
worked, but it eliminates fatigue by Maintenance group, part of the
breakdown by division, highways operations technicians of signs. The regional unit handles flat
expanding weekly rotation to every eight Transportation Systems Management
visit the Office of Jose Acosta (left) and Ron sheet signs, like a speed limit sign, while
weeks versus four,” McHugh added. and Operation Division, on ADOTNet.
Continuous Improvement Anderson. the interstate unit works on extruded
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
Women in transportation they entered into a transportation career.
~ Compiled by Angela DeWelles, Senior Communications Specialist
NO, YOU'RE NOT seeing double! Created by ADOT Graphic
Designer John Walradt, both of these panels look the same, but
there actually are five differences between the two cartoons.
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 InsideLane@azdot.gov 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.
ADOT. And I am proud to be working with which also factored into my seeking a
Allyssa B. Reid
those who share the same passion. career with the agency.
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.
Kathy Boyle, ADOT Communications
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 Final answer: After
serve the public as part of something so modelling and forecasts. I couldn’t believe
was selected from a random draw of entries. letting a coin toss
integral to their daily lives are what have there was a career path where I could play
Saroja, who works in the Transportation Systems decide which virtual
motivated me to work at ADOT. SimCity all day! I’ve since enjoyed planning
Management and Operations Division, received meeting she’d attend
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
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