Incentive-Based Performance Management of ITS Operations

Complex intelligent transportation systems (ITS) projects require many of the participants to be multi-disciplinary; and orchestrate services provision in everything from systems integration, customer relationship management, maintenance operations and liaison with third parties. Electronic toll collection (ETC) operations, for example, require expertise in billing, distribution of On Board Units, debt collection and enforcement. The risk of delivering high quality operations through multiple services contracts clearly rests with the contractor and, most importantly, every contractor selected to perform a specific service must do so whilst being aligned with the mission of the end client, often a government transportation agency that is accountable to the public. Performance management is increasingly being used as a means of delivering services, underpinned by ITS, to roads users; vehicle owners, drivers and passengers by specifying service levels and linking the achievement of the service levels to the payments made to operating companies. An incentive-based performance management regime extends this to include financial inducements to exceed service level targets and can, when properly structured, result in highly cooperative relationship between government clients and their contractors. The paper demonstrates how to specify, develop and embed incentive-based performance management into ITS-related services taking the reader through elaborating on the client objectives, identifying critical success factors and then disaggregating these into performance areas, key performance indicators (KPIs) and payment mechanisms. The risks and pitfalls are also described with recent examples from ITS scheme deployments.

• Record URL:
  • http://itswc.confex.com/itswc/WC2011/webprogram/Paper2877.html
• Availability:
  • Find a library where document is available. Order URL: http://itswc.confex.com/itswc/WC2011/webprogram/start.html
• Supplemental Notes:
  • Abstract reprinted with permission from Intelligent Transportation Society of America.
• Corporate Authors:

  ITS America

  1100 17th Street, NW, 12th Floor
  Washington, DC  United States  20036
• Authors:
  • Pickford, Andrew
• Conference:
  • 18th ITS World Congress
  • Location: Orlando Florida, United States
  • Date: 2011-10-16 to 2011-10-20
• Publication Date: 2011

Language

• English

Media Info

• Media Type: Digital/other
• Features: Figures; References;
• Pagination: 5p
• Monograph Title: 18th ITS World Congress, Orlando, 2011. Proceedings

Subject/Index Terms

• TRT Terms: Automated toll collection; Intelligent transportation systems programs; Level of service; Performance measurement
• Uncontrolled Terms: Performance indicators; Performance management
• Subject Areas: Highways; Operations and Traffic Management; Planning and Forecasting; I72: Traffic and Transport Planning; I73: Traffic Control;

Filing Info

• Accession Number: 01484977
• Record Type: Publication
• Files: TRIS
• Created Date: Jun 26 2013 11:15AM