TXDOT TRAFFIC MANAGEMENT CENTER (TMC) PERFORMANCE METRICS - - PowerPoint PPT Presentation

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TXDOT TRAFFIC MANAGEMENT CENTER (TMC) PERFORMANCE METRICS - - PowerPoint PPT Presentation

Nov 30, 2023 123 likes •237 views

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

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Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange Monday, June 18, 2018

TXDOT TRAFFIC MANAGEMENT CENTER (TMC) PERFORMANCE METRICS

Evolution by Performance Metrics

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SLIDE 2

Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange Monday, June 18, 2018

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 . .

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Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange Monday, June 18, 2018

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.

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SLIDE 4

Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange Monday, June 18, 2018

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

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Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange Monday, June 18, 2018

Performance Measures

  • Sel

Selection Process o

  • f 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
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Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange Monday, June 18, 2018

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

Go Goal i is to Red educe e the I Inci cide dent Manag agement nt Tim ime L Lin ine.

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SLIDE 7

Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange Monday, June 18, 2018

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

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Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange Monday, June 18, 2018

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 Ch Change 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

8

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SLIDE 9

Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange Monday, June 18, 2018

  • 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

Next Steps

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SLIDE 10

Pe Performan ance B Based C Contrac actin ing Pe Peer E Exchan ange Monday, June 18, 2018

Questions

10

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