Customer Satisfaction and Safety Targets in Finnish Road Performance-Based Maintenance Contracts

In Finland, safety and availability of the road network is guaranteed through meticulous maintenance. The procurement of road maintenance contracts is publicly tendered in the form of area based contracts among private companies. Contractors are responsible for road maintenance activities according to the Performance-Based Maintenance Contracts (PBMC) concept. Customer satisfaction surveys are done on an annual basis and the contractor has the opportunity to earn a bonus or disincentive based upon the results. The client wishes to set a zero tolerance as the safety target, which means there are zero occupational accidents arising from road maintenance work and no accidents or injuries to third parties in connection with road maintenance and repair work. A pilot project was initiated to test a new bonus scheme that is customer-oriented and applies a Vision Zero approach to occupational and traffic safety. An additional bonus may be earned based upon the professional driver’s observation team. The results for the first two years have been satisfactory. Both incentives and disincentives have been realized and the client continues to monitor progress before a broader implementation of the new safety bonus system.

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• Supplemental Notes:
  • This paper was sponsored by TRB committee AHD10 Maintenance and Operations Management.
• Corporate Authors:

  Transportation Research Board

  500 Fifth Street, NW
  Washington, DC  United States  20001
• Authors:
  • Levola, Katja
  • Pakkala, Pekka
• Conference:
  • Transportation Research Board 93rd Annual Meeting
  • Location: Washington DC
  • Date: 2014-1-12 to 2014-1-16
• Date: 2014

Language

• English

Media Info

• Media Type: Digital/other
• Features: Figures; References; Tables;
• Pagination: 14p
• Monograph Title: TRB 93rd Annual Meeting Compendium of Papers

Subject/Index Terms

• TRT Terms: Contractors; Customer satisfaction; Pavement maintenance; Pavement performance; Safety
• Geographic Terms: Finland
• Subject Areas: Highways; Maintenance and Preservation; Pavements; I52: Construction of Pavements and Surfacings; I60: Maintenance;

Filing Info

• Accession Number: 01515405
• Record Type: Publication
• Report/Paper Numbers: 14-0998
• Files: PRP, TRIS, TRB, ATRI
• Created Date: Feb 24 2014 8:42AM