Communicating Customer Service Levels AASHTO Standing Committees on - - PowerPoint PPT Presentation

Communicating Customer Service Levels

AASHTO Standing Committees on Planning and Performance Management Joint Technical Meeting Wednesday, June 18, 2014 The Saguaro, Phoenix, AZ Presented by Jerry Casey, P.E. Dir., MaineDOT’s Results & Information Office

Maine

1.3 Million People (41st) $51B GDP (43rd) 86% Forested (1st)

MaineDOT

8818 Miles State Roads 2919 Highway Bridges 600 Miles State-owned Rail 200 Rail Bridges 7 Ferry Routes 6 Commercial Airports $600 million/Yr Approx. Budget 1780 Employees

1400

1400

Every highway segment (HCP 1-5) receives a letter grade (A-F) in three categories. The grade is determined by the lowest score of the contributing factors listed below:

MaineDOT Customer Service Levels Safety Condition Service

Crash History Ride Quality Posted Road Pavement Rutting Pavement Condition Posted Bridge Paved Width* Roadway Strength Congestion Bridge Reliability* Bridge Condition

Crash History

Measure: Lane Departure Crash Rate vs. Statewide Avg for the corresponding HCP. Baseline is 2006-2010 averages.

Pavement Rutting

Measure: Maximum Wheelpath Rut Depth

Ride Quality (IRI)

Measure: Inches per Mile of Variation

Structural Bridge Condition

Measure: Lowest NBI Condition Rating (Deck, Suprstr, Substr, and Culvert)

Maine Revised Statutes Title 23: TRANSPORTATION Chapter 3: OFFICIALS AND THEIR DUTIES §73. TRANSPORTATION POLICY

• 7. Priorities, service levels, capital goals and reporting. The Department of Transportation

shall classify the State's public highways as Priority 1 to Priority 6 corridors …

In 2011, The Maine Legislature wrote our proposal, almost unchanged, into statute. It included the following goals:

• A. By 2022, improve all Priority 1 and Priority 2 corridors so that their safety, condition and

serviceability customer service level equals Fair or better;

• B. By 2027, improve all Priority 3 corridors so that their safety, condition and serviceability

customer service level equals Fair or better;

• C. By 2017, implement a pavement program for all Priority 4 corridors that maintains their

ride quality customer service level at Fair or better;

Condition Safety Service Combined

• Single, Functioning Linear Reference System –Ties all of the essential

elements together from many distinct business IT systems. Ours is a Bentley LRS (formerly EXOR)

• Data & Systems Governance - To establish data standards across those

multiple systems

• Development of processes to synchronize measures over time. The

physical highway network changes over time - data references need to follow.

• Tools and models that combine business data with spatial functions to

calculate grades. We used ESRI’s ArcGIS Desktop software and the Python programming language to build them.

• Make the CSL results available in map form both internally and to the

general public. We used ESRI’s ArcGIS Server software and related APIs.

• Dashboard pages & reports were developed in Oracle BI software

Critical Components

Questions?