Application Development and Maintenance

Paving the road to the future with CAI

CAI helps a Mid-Atlantic state transportation department deliver faster customer service with smart application development and maintenance services.

CAI application management services for best client servicing


A Mid-Atlantic state transportation department is responsible for more than 40,000 miles of state highway and 25,400 state bridges. It also oversees the programs and policies that affect the state’s public transportation, airports, railroads, ports, and highways. The department administers more than 12 million vehicle registrations, 10.1 million drivers’ licenses, and IDs, and oversees the related vehicle safety and emission inspection programs. The department employs nearly 11,500 staff with 7,200 staff members engaged in the maintenance, restoration, and expansion of the state highway system.

To meet the transportation needs of the state’s citizens, the department depends on hundreds of mission-critical IT processes and computer applications. Because of the complexity of its application environment, the department was struggling to manage routine maintenance, improve system performance, increase user satisfaction, and reduce costs. A multi-decade dependence on legacy technologies meant the department faced a very real challenge of finding time and money to innovate in ways to help meet the growing demands of the state. The department decided to bring in an IT firm to assume responsibilities for application maintenance. This would allow the department to focus its personnel on other initiatives.


The department looked to CAI to help it manage its complex application environment. CAI provided Application Development and Maintenance services including leading and performing the following tasks: support for applications built on legacy, web, and client-server frameworks; data and database design and management; application enhancements; application modernization projects; technology upgrades; application health assessments; implementation of ITIL and System Development Lifecycle (SDLC) best practices; and continuous service improvement activities.


As CAI facilitated the transformation of the department’s IT organization, the department quickly began to see the benefits of customized release management, application management, and project management best practices. In addition, as CAI improved SDLC methods, modernized service desk processes, and implemented ITIL best practices, the department was able to roll out new and better ways of meeting business and citizen expectations. Driven by strict SLA and KPI requirements, the department now meets or exceeds its requirements 99%+ of the time and has access to a customized web application to aggregate and share SLA, KPI, and other critical application data with IT management and other executives. The CAI team supports more than 250 applications across multiple departments, completes 200 maintenance releases a year, and manages 700 application tickets a month, freeing department personnel to work on more strategic initiatives.

Utilizing a comprehensive Continual Service Improvement (CSI) process, CAI has maintained a 5-year Net Promoter Score (NPS) of 8.6 from 600+ end-users and product owners across all services provided. CAI has also measured and maintained a 96% positive ticket rating and 96% positive release rating in the same 5-year period. Using this CSI process, CAI can respond to any negative customer responses immediately. Working directly with the user to address their immediate need and concern, CAI can use the feedback to review and modify our processes and procedures to avoid recurring negative customer experience.

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