txdot traffic management center (tmc) performance metrics · 2019-02-19 · txdot traffic...
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Performance Based Contracting Peer Exchange Monday, June 18, 2018
TXDOT TRAFFIC MANAGEMENT CENTER(TMC) PERFORMANCE METRICSEvolution by Performance Metrics
Performance Based Contracting Peer Exchange Monday, June 18, 2018
Agenda
Project Overview
Project Requirements
Performance Measures
Lessons Learned
Next Steps
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Performance Based Contracting Peer Exchange Monday, June 18, 2018
Project Overview Operations Contract
– 1 Year Contract Providing TMC Operations• 3 one year renewals possible
– Performance Based– Supports AIM HIGH Program– Executed August 3, 2017
TMC Operation 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 is Congestion Mitigation and Safe, Quick Clearance.
Performance Based Contracting Peer Exchange Monday, June 18, 2018
Project Requirements
Provide 24/7/365 Operations – 100% of the Staffing Identified and submitted to CTECC Background Checks within
60 Days
Log Incident Information utilizing TxDOT Lonestar Software Monitor Traffic, Detect and Manage Incidents Dispatch HERO Operators to Incidents Disseminate Travel Information Operate and Monitor All ITS Devices Perform Training and After Action Reviews Provide Operator Training Provide Deliverables to TxDOT
– Staffing Plan, Standard Operating Procedures
– Quality Control Quality Assurance Plan,
– Monthly, Quarterly, and Annual Reports
Performance Based Contracting Peer Exchange Monday, June 18, 2018
Performance Measures
Selection Process of Service Level Agreements (SLA) and Key Performance Indicators (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
Performance Based Contracting Peer Exchange Monday, June 18, 2018
Performance Measures
Service Level 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 is to Reduce the Incident Management Time Line.
Performance Based Contracting Peer Exchange Monday, June 18, 2018
Performance Measures
Key Performance Indicators– 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
Performance Based Contracting Peer Exchange Monday, June 18, 2018
Lesson Learned
Data Availability – Conduct Data Gap Analysis
What Gets Measured Gets Managed. – Measure What Matters.
Performance Based Contract will Drive Change– Identifying Problem Areas– Assisting with Policy Change– Driving Software and Reporting
Enhancements– Continuous process improvement
Funding– Supports Decision Makers in Providing
Additional Funding
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Performance Based Contracting Peer Exchange 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
Performance Based Contracting Peer Exchange Monday, June 18, 2018
Questions
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Joseph Snyder TMC Vendor Operations Manager5010 Old Manor Road (CTECC) Austin, TX 78723
Mobile: (954) 540-6168 | Direct Office Phone: (512) 974-0898Email: [email protected] or [email protected]