Nearly 15 years have passed since Monica Harwood Duncan graduated from the Operations Academy™ (November 2011), but the experience remains one of the most transformational of her career.
When she attended the Academy, Monica had been working five years in traffic operations at the Washington State Department of Transportation (WSDOT). She had begun to understand her role and its relationship to the broader agency, but the full scope and strategic importance of transportation systems management and operations (TSMO) hadn’t yet come into focus.
That changed at the Operations Academy.
“Entering the world of TSMO opened my eyes to how essential it is—DOTs simply can’t function without it. Once I connected to that purpose, I could weave together insights from the Academy, shape them to fit my work, and become someone who could advocate for TSMO in a meaningful way.”
The Academy gave her not just clarity, but conviction.
“It helped me see that while I may be one cog in the system, it’s a CRITICAL one, and now I understand how our work in operations fits into the bigger picture.”
After completing the program, she returned to WSDOT with renewed energy, a broader perspective, and a list of ideas and next steps. The experience helped her align with efforts already in motion at the agency but with a sharper understanding of the big picture and her place in it.
“My time at the Operations Academy helped me map out how, why, and what I wanted to do with all my new knowledge. It spurred my growth across many areas and helped me think seriously about how I wanted to advance in this profession because I saw this as my career.”
One of the most enduring benefits, she says, has been the professional network. The shared experience of the cohort created an instant connection one that has continued to be a resource and source of support more than a decade later.
“There’s a real kinship you feel with others in your group,” she said. “If you’re motivated to grow—whether in your career, your skills, or your leadership in transportation operations—the Operations Academy offers a powerful return.”
Monica went on to serve in several other areas and scopes of responsibility at WSDOT and then as a Transportation Operations Specialist with the Federal Highway Administration (FHWA). There she had the opportunity to support state and local agencies nationwide. She now brings that same passion and experience to her current role as a Transportation Operations Engineer with Citizen Engineers, where she continues to champion practical, people-centered operational solutions.
“I’m focused now on serving and assisting others in the ways I would want to be supported in their roles,” she shared. “That full-circle perspective, rooted in what I learned at the Academy, still shapes everything I do.”
