TXDOT TRAFFIC MANAGEMENT CENTER (TMC) PERFORMANCE METRICS Evolution by Performance Metrics Monday, June 18, 2018 Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange
Agenda Projec ject O Overvie iew Projec ject R Requir uirem emen ents Performanc nce M e Measur ures es Less ssons L ns Learned ned Ne Next St Steps . . Monday, June 18, 2018 Performan Pe ance B Based C Contrac actin ing Pe Peer E Exchan ange
Project Overview Operat atio ions ns C Contrac act – 1 Year Contract Providing TMC Operations • 3 one year renewals possible – Performance Based – Supports AIM HIGH Program – Executed August 3, 2017 TMC Oper peration S Staffing – Staffing 24/7/365 – Co-Located at Combined Transportation and Emergency Communications Center ( CTECC) – TxDOT Operation Staff – Consultant Operations • Operations Manager and Training Manager • Shift Supervisors and TMC Operators Goal i is Cong ngestion n Mitig igat atio ion a and Safe, Q Quick Clear aranc ance. Monday, June 18, 2018 Performan Pe ance B Based C Contrac actin ing Pe Peer E Exchan ange
Project Requirements Provide de 2 24/7/365 Operations – 100% of the Staffing Identified and submitted to CTECC Background Checks within 60 Days Log Incident Informat ation utilizing TxDOT Lonestar S Software Mo Monitor Traf affic ic, D Detect an and Man Manag age Incidents Dis ispat atch HE HERO Op O Operators to Incidents Dissemin inate Travel l Informat atio ion Op Operat ate an and Mo Monitor All ITS D Devices Perform Train aining an and A After Actio ion Reviews Pr Provide Op Operat ator T Train aining Provide de D Deliver erables es to TxDOT – Staffing Plan, Standard Operating Procedures – Quality Control Quality Assurance Plan, – Monthly, Quarterly, and Annual Reports Monday, June 18, 2018 Performan Pe ance B Based C Contrac actin ing Pe Peer E Exchan ange
Performance Measures Sel Selection Process o of Ser Service Level Agr greements (SL (SLA) and K d Key P Per erformance Indicators (K (KPI) – TxDOT Request For Proposal (RFP) Defined the Mandatory Performance Metrics • Deliverables, Training, and Start-up requirements – TxDOT Requested Vendors in the Response to Propose Their Own SLA and KPI metrics – Negotiations of the SLAs and KPIs Prior to Final Selection – Final Pricing Negotiations – Final Selection of the Vendor – Tracking of Performance Metrics • Monthly, Quarterly, and Annually • Expectation Performance Payments • Penalties Monday, June 18, 2018 Performan Pe ance B Based C Contrac actin ing Pe Peer E Exchan ange
Performance Measures Service L Level A l Agreements – Adhere to Ramp Up, Deliverables, and Staffing Plan Schedules. • Have 95% of Staff trained within 120 Days • Take Over Operations Independently within 100 Days – % of Incidents with all Timestamps Documented with Lonestar Software and Reliability of Incident Clearance Time. – Adherence to Standard Operating Procedures and Average Time to Verify and Dispatch HERO Operators. – Average Time to Verify Incident and Dispatch HERO Operator Goal i Go is to Red educe e the I Inci cide dent Manag agement nt Tim ime L Lin ine. Monday, June 18, 2018 Performan Pe ance B Based C Contrac actin ing Pe Peer E Exchan ange
Performance Measures Key P Performan mance I Indicat ators – Total Number of Incidents reported within Lonestar – Staff Retention Rate – Recommended Lonestar Improvements – Capture Rate and Sources of Incident Detection – Time to post DMS Messages and Number of Phone Call or Vendor Inquiries – Hot-spot Analysis (Crashes) – HERO Response Time and On-Scene Time – Tow Truck Response Time and On-scene Time Monday, June 18, 2018 Performan Pe ance B Based C Contrac actin ing Pe Peer E Exchan ange
Lesson Learned Data A a Availability y – Conduct Data Gap Analysis What Ge Gets Measured Ge Gets M Managed. . – Measure What Matters. Performan ance B Based Co Contract w will D Drive Change Ch ge – Identifying Problem Areas – Assisting with Policy Change – Driving Software and Reporting Enhancements – Continuous process improvement Fund nding ng – Supports Decision Makers in Providing Additional Funding Monday, June 18, 2018 Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange 8
Next Steps Ongoing evaluation of the Program Systematic observation of the Operations; analysis of anonymous feedback to identify areas for improvement Continuous process improvement – if performance problems or gaps are observed, plans are modified to provide more emphasis and clarity on best practices and relevant SOPs Evolving by Metrics Monday, June 18, 2018 Performan Pe ance B Based C Contrac actin ing Pe Peer E Exchan ange
Questions Joseph Snyder TMC Vendor Operations Manager 5010 Old Manor Road (CTECC) Austin, TX 78723 Mobile: (954) 540-6168 | Direct Office Phone: (512) 974-0898 Email: jsnyde-c@txdot.gov or joseph.snyder@serco-na.com Monday, June 18, 2018 Performan Pe ance B Based C Contrac actin ing Pe Peer E Exchan ange 10
Recommend
More recommend
