Connecting with our customers through simple and meaningful pavement performance measures

The network that NSW Roads and Maritime Services manages includes over 21,000 kilometres of State Roads, including almost 3000 kilometres of regional and local roads in the unincorporated area of NSW. One of our most important strategic goals is to deliver better customer value and improve customer satisfaction. To help Roads and Maritime achieve this, we have implemented an evidence based asset maintenance investment prioritisation framework that begins with clearly defining the customer objectives. A simplified network condition rating system for road pavements has been developed that will enable us to engage with customers free from technical jargon. This involved the challenging task of relating the technical pavement condition measures, such as roughness, rutting, texture, cracking and structural capacity, to the levels of service expected by our customers in metropolitan, regional and remote areas of the state. This paper outlines the development, implementation and use of this new customer level of service and reporting framework. Roads and Maritime adopted the European’s approach to performance indicators for road pavements (COST Action 354) which provided a sound methodology for combining single performance indices (e.g. cracking and rutting) into composite indices (e.g. general pavement health index or intermediate indices such as a driver comfort index or structural index). The new analysis and reporting approach has enabled Roads and Maritime to better represent critical aspects of pavement condition and clearly communicate this to its customers. This will result in better and more informed decision-making processes at both strategic and tactical planning levels.

• Record URL:
  http://arrbknowledge.com
• Authors:
  • Roux, D
  • Terris, L
• Conference:
  • ARRB Conference, 27th, 2016, Melbourne, Victoria, Australia
• Publication Date: 2016-11

Language

• English

Media Info

• Pagination: 13p
• Monograph Title: Linking people, places and opportunities: 27th ARRB Conference, 16-18 November 2016, Melbourne, Victoria

Subject/Index Terms

• TRT Terms: Asset management; Customer service; Customers; Decision support systems; Level of service; Maintenance; Maintenance management; Pavement performance; Pavements; Planning; Types of roads by network
• Uncontrolled Terms: Road design and asset management; Road networks
• Geographic Terms: Australia; New South Wales
• ATRI Terms: Asset management; Customer service; Decision support; Level of service; Maintenance planning; Pavement performance; Road network
• ITRD Terms: 2248: Decision process
• Subject Areas: Highways; Maintenance and Preservation; Pavements; Planning and Forecasting; I61: Equipment and Maintenance Methods;

Filing Info

• Accession Number: 01622969
• Record Type: Publication
• Source Agency: ARRB
• Files: ITRD, ATRI
• Created Date: Jan 24 2017 12:04PM