Customer-based levels of service in road maintenance (2020/2021)

Road agencies have identified that there is a pressing need to link Customer Based Levels of Service (CLoS) requirements related to road maintenance, to the intervention measures for maintenance (i.e., roughness, rutting, cracking, potholes, etc.) used by road asset managers, otherwise known as the TechnicalBased Levels of Service (TLoS). Therefore, this project aimed to determine the existence of statistically significant relationships between C oS and TLoS across two road classes, urban and rural, that will allow the determination of a customer acceptable level of TLoS. This project was completed across three phases. Year 1 involved a literature review and a pilot study. Year 2 implemented the pilot study methodology on a wider scale, with an extended online video survey. Year 3 involved an in-depth statistical analysis of the data collected in the survey, to determine the relationship between CLoS and TLoS, along with implementation solutions. The information collected as part of the literature review was used to develop a series of measures and indicators used to assess CLoS. Five indicators for CLoS were developed, each with a series of measures used for assessment. These indicators were: Safety – function, resilience (e.g., shoulder and lane width, safety features, texture, skid resistance); Accessibility – amenity/environment (drainage, all weather access, signage); Condition – structural, climatic factors (functional and structural measures); Reliability – traffic capacity (e.g., adequate number of lanes, traffic management); Rideability – travel experience (roughness). The pilot study assessed two of these indicators, Safety and Accessibility, through the use of a series of individual measures. The initial results showed that there was a relationship between the CLoS and the TLoS. Therefore, a similar methodology to that used in the pilot study was used for the online video survey undertaken in Year 2. The Year 2 online video survey expanded on the pilot study by assessing four of the five CLoS indicators. Participants in the online video survey were asked a series of open-ended questions, followed by a series of questions asking for ratings of DVR footage. Four urban roads, and four rural roads were assessed as part of the online video survey.

• Record URL:
  https://www.nacoe.com.au/wp-content/uploads/2021/02/NACOE-A34-Final-Year3-Report.pdf
• Corporate Authors:

  National Asset Centre of Excellence (NACOE)

  Brisbane, Queensland   
• Authors:
  • O'Connor, G
  • Martin, T
• Publication Date: 2020-12

Media Info

• Pagination: 93p

Subject/Index Terms

• TRT Terms: Highway maintenance; Highway operations; Level of service; Literature reviews; Pavements; Performance measurement; Tests for suitability, service and quality
• Geographic Terms: Queensland
• ATRI Terms: Level of service; Literature review; Pavement evaluation; Performance indicators; Road maintenance; Road management
• Subject Areas: Highways; Pavements;

Filing Info

• Accession Number: 01769138
• Record Type: Publication
• Source Agency: ARRB Group Limited
• Report/Paper Numbers: A34
• Files: ITRD, ATRI
• Created Date: Apr 6 2021 10:05AM