Benchmarking for North Carolina Public Transportation Systems

The North Carolina Department of Transportation, Public Transportation Division (NCDOT/PTD) requested recommendations for a benchmarking process for public transportation systems. This request was driven by the need to ensure that transit systems meet the needs of their communities, that they do so efficiently and effectively, and that they offer a variety and quality of services that meet the public demand. In addition, the request reflects NCDOT’s overall desire to provide good stewardship of local, state and federal public funding dollars. Performance measurement is a precursor to benchmarking, and involves objective measurements of an organization’s activities for comparison and improvement. Performance measures are of most value when they can be compared to something else. Benchmarking is a process of identifying standards against which appropriate comparisons can be made. This research study built upon the findings from the recent NCDOT research study performed by ITRE, “Use of Performance Standards and Measures for Public Transportation Systems” (1). That study looked at the development of performance measures for North Carolina transit systems and their possible use in allocating transit funding. This study built upon those performance measures in order to incorporate effective standards or benchmarks. The project was aimed at providing three primary products: (1) A set of selected benchmarks for public transit systems, particularly efficiency and effectiveness benchmarks that are commonly used by other transit systems and funding agencies, and including benchmarks that specifically relate to important customer satisfaction factors identified as part of the study. (2) A recommended benchmarking process and Guidebook that can be used by public transit systems in North Carolina to measure their performance and to then institute steps to improve any areas of low performance. (3) A set of minimum statewide standards that would be used by NCDOT/PTD to provide incentives and disincentives that would encourage public transit systems to steadily improve performance. In addition, an Internet listserv was created that will provide an effective communications method for sharing and disseminating information on, and questions about, benchmarking activities and best practices.


  • English

Media Info

  • Media Type: Web
  • Edition: Final Report
  • Features: Appendices; Figures; References; Tables;
  • Pagination: 198p

Subject/Index Terms

Filing Info

  • Accession Number: 01152606
  • Record Type: Publication
  • Report/Paper Numbers: FHWA/NC/2006-33
  • Created Date: Mar 2 2010 2:04PM