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Draft Report

Procuring, Managing, and Evaluating the Performance of Contracted TMC Services

On-Call Operations

On-call operations mean that the contractor performs specific functions or services on an “asneeded” basis.  This could be anything from short-term temporary tasks to emergency repairs to specialized training.   This outsourcing approach is particularly well-suited to services or functions that require highly skilled personnel or equipment that traditionally may not reside in a transportation agency (e.g., repairs to fiber optic cable). This approach has also been used to perform services and functions that are temporary or periodic in nature.  Some TMCs have used this approach to augment in-house staff during emergency or special situations.

Table 2 shows which outsourcing models have traditionally been used to perform different TMC functions and services.  

Table 2.  Mapping of TMC Services and Functions to Outsourcing Models

TMC Function or Service

Outsourcing Options

Complete

Partial

On-Call

Daily Traffic Operations and Management

-

Hardware and Software Support/Upgrades

-

Roadside Component/Device Maintenance and Repairs

-

Telecommunications Installation/Upgrade and Maintenance Support

Traveler Information/511 Operations

-

Engineering Services

Reasons for Outsourcing TMC Services

Numerous reasons exist as to why a public agency may wish to outsource TMC operations, including the following circumstances.

Lack of In-House Staff

According to a recent General Accounting Office (GAO) survey (3), the foremost reason most states use contacted services is the lack of adequate in-house staff resources to deliver their programs in a timely manner.  In many areas, agencies find it difficult to increase staffing levels as coverage areas and new functionality are added to their TMCs.  Using contracted staff

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