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Draft Report

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

Figure 7. Examples of Management Structure

Once the management structure is determined, it is important to define the roles, responsibilities, and relationships between agency and contracted staff.  With the contracted staff playing a significant role in the operation of the TMC, it is important to include the contractor manager in the management decision-making process.  In addition to the management structure, consideration should be given to the agency oversight of the TMC operations and how those operations or functions are performing with contracted staff.  Frequently an oversight committee exists for ITS or the TMC.  This oversight committee should also be incorporated into review of the TMC performance.

Staffing and Scheduling

Staffing is consistently cited as one of the primary reasons for outsourcing TMC services.   Outsourcing staff allows a primary agency to bring in expertise that does not exist in-house, expand staff for peak operational times, and reduce the human resource administration required of in-house staff.  Primary agencies should, however, maintain some staff members that are familiar with the breadth of the TMC functions so they can adequately manage the contracted services and represent the needs of the TMC to senior management and stakeholders. (w)

Staffing plans help determine the staffing resources needed for TMC operations or carrying out a TMC function over a given period of time (i.e., weekly, monthly, or annually).  There are various methods of creating staffing plans ranging from simple spreadsheet analysis to more sophisticated staffing estimation tools.  FHWA’s Transportation Management Center Staffing

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