Government Agency: Maryland State Highway Administration

Solution or Platform Selected: Salesforce.com Unlimited Edition

1. The Government agency's challenge that led to the Cloud or SaaS adoption.
   The Office of Information Technology (OIT) at the Maryland State Highway Administration (SHA), maintains a large application library. The organization was overwhelmed with the time and expertise required to maintain and enhance the application library. Additionally, using the existing development model hindered SHA's ability to rapidly prototype and build applications.



2. The solution that was chosen and why that particular solution was selected.
   SHA chose to pilot the development of a new customer care management system. The system was based off of the Salesforce call center edition. Since a similar application had been developed using SHA's traditional development model the prior year, SHA had the necessary information available to compare development times and the quality of the final product.



3. Results of the implementation. How did the vendor meet the agency's needs?
   SHA realized a reduction in development time by as much as 35% and enhancement times were reduced by as much as 60%. The Maryland State Highway Administration plans to deploy the Service Cloud to document and track customer service requests submitted by citizens, public officials, and customers of MSHA assets. Contact For Maryland State Highway Administration: Harell Little Enterprise Architect/Technology Planner Maryland State Highway Administration hlittle@sha.state.md.us (410) 545-8010