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Japan/UK/US Workshop16 November 2005
Performance Based Management in the Highways Agency – Operational Level
John Pearmanジョン・ピアマンDivisional Director,Traffic Operations
East & East Midlands
Japan/UK/US Workshop16 November 2005
overview• how HA manages England’s national roads• the planning framework/process• Operational Performance Management in HA
Japan/UK/US Workshop16 November 2005
managing England’s national roads• 14 Areas each with MAC
(or Managing Agent + TMC)• private finance/public-
private partnerships:- DBFO routes- directly tolled river estuary
crossings & M6 Toll• funded through general
taxation and vehicle duty
7th UK - Japan Workshop14 – 18 November 2005
Japan/UK/US Workshop16 November 2005
Managing Agent Contractor (MAC)• single-point
responsibility• QMS central to contract
(ISO 9001:2000)• active partnerships• contract period 5 – 7 yrs• quality/price 75%/25%• design & undertake all
projects up to £500k
• cost mechanism:- lump sum- time charge- Target Cost
• required to:- set annual targets- measure performance- achieve continuous
improvement• typical Area’s annual
value: £40-50m
Japan/UK/US Workshop16 November 2005
The planning framework/processDepartment for Transport/Ministersset policy, allocate resources and agree delivery targets
HA Framework Documentsets formal responsibilities and relationship with DfT
Customers Firstsets longer term direction and strategic priorities
Business Plansets out what we deliver over a three year period
Performance Management Processmanages performance to achieve Business Plan goals
Personal Development Planssets out what individuals will deliver
Annual Report and Accountsreports what we have delivered
Spending Reviewagreed resources and PSA Targets with HM Treasury
Japan/UK/US Workshop16 November 2005
cascade of Key Performance Measures
Business Plan
set out what the Highways
Agency will deliver
Key Performance Indicators
Area Performance Indicators
Japan/UK/US Workshop16 November 2005
aims of Performance Management in HA• accountability• sound decision making and risk
management• informed staff & supply chain• a few, good targets
Japan/UK/US Workshop16 November 2005
accountability
• role of Network, Area and Route Performance Managers
• commissioning of services to deliver performance
Japan/UK/US Workshop16 November 2005
sound decision making
• establishment of Regional and National Intelligence Units
• framework for analysis to drive decision making at different levels
Japan/UK/US Workshop16 November 2005
informed staff & supply chain
• regular feedback on performance against target
• access to data and skills to interpret it• scope for understanding performance
and future impacts on performance
Japan/UK/US Workshop16 November 2005
a few, good targets
• disaggregate PSA measures through the management chain
• support with key indicators aligned to target
Japan/UK/US Workshop16 November 2005
Objective: reducing congestion & improving reliability
Indicator: deliver a programme of improvements
Targets:• progress major road
schemes• complete 20 Priority
Action Sites• complete 43 small
schemes• introduce variable speed limits on Active
Traffic Management pilot
KPI example (1)
Japan/UK/US Workshop16 November 2005
Objective: reducing congestion & improving reliability
Indicator: deliver a reduction in incident-related congestion & minimise road works congestion
Targets:• in 99% of cases limit
planned routine maintenance works, requiring lane availability, to off peak
• maintain at least 98.5% of lane availability at peak times
• roll out RCC’s and Traffic Officer Service
KPI example (2)
Japan/UK/US Workshop16 November 2005
measuring & monitoring the MAC
• HA Area Performance Teams- one team per Area (average 20 people)- monitor performance of the MAC- ensure contract compliance
• Area Performance Indicators- contractual - compliance
• audit- compliance and improvement
Japan/UK/US Workshop16 November 2005
Area Performance Indicators
• developed in partnership with MAC Community
• designed to prove and improve performance
• measurement aligned to HA objectives• targets set by local Network Boards –
take account of each Area’s circumstances
Japan/UK/US Workshop16 November 2005
Area Performance Indicators measure performance in:• planned maintenance• unplanned maintenance• service to stakeholders• improving the network
Japan/UK/US Workshop16 November 2005
Area Performance Indicators
• API 1: response to emergency incidents• API 2: response to Category 1 defects• API 3: customer satisfaction• API 4: environmental amenity index• API 5: site (workplace) safety
Japan/UK/US Workshop16 November 2005
Area Performance Indicators
• API’s 6 & 7: scheme programme & cost certainty (>£100k)
• API 8: certainty of financial forecasting• API 9: winter maintenance – keeping
roads free of ice• API 10: defect-free work
Japan/UK/US Workshop16 November 2005
Area Performance Indicators
• API 11: traffic accidents in road works• API 12: street lighting failures• API 13: network availability• API 14: third party claims• API 15: recycling & re-use
Japan/UK/US Workshop16 November 2005
API’s – the questions
• are targets too easy?• some Areas can’t agree targets – why?• are the measures the right ones?
Japan/UK/US Workshop16 November 2005
new role of Traffic Manager• introduction of:
- Traffic Officer Service- Regional Control Centres- National Traffic Control Centre
• more customer-focused,front line operations
• reduce incident–related congestion• free up Police time• monitoring the network• Active Traffic Management
Japan/UK/US Workshop16 November 2005
Regional Control Centres (RCC’s)• nerve centres behind the
scenes• 7 RCC’s across England• jointly staffed with Police• roles:
- coordinate and deploy Traffic Officers
- answer emergency roadside telephones
- set electronic road signs- share information with
NTCC
Japan/UK/US Workshop16 November 2005
the Traffic Officer Service• Traffic Officers:
- help motorists- keep traffic moving- ease congestion
• safety is top priority • work in partnership with Police• provide better information to
drivers• around 1,200 on-road Traffic
Officers & 300 control room staff
Japan/UK/US Workshop16 November 2005
what do Traffic Officers do?• patrol roads• help and protect
drivers in distress• support Police• stop and direct traffic• place signs• set up road closures• clear debris
Japan/UK/US Workshop16 November 2005
thank you
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