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Draft Report

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

Hours of Operation

Examples:  Workdays, holidays, weekends, special events, emergencies.

Staffing Requirements

Examples:  Workdays, holidays, weekends, special events.

After-Hours On-Call Roster

Examples:  Routine and emergency voice/fax/pager contacts.

Remote Operation

Examples:  Procedures for operation from remote terminal.

Security Procedures

Examples:  Access to control system interfaces, equipment, etc.

Maintenance

Examples:  Routine checks for office and/or field equipment operation.

Startup/Shutdown

Examples:  Emergency shutdown, planned shutdown, restart, cold start.

Failure Recovery

Examples:  Automated and manual failure recovery procedures and capabilities.

Agency/Jurisdictional Contacts

Examples:  Routine and emergency voice/fax/pager contacts.

Notification Procedures

Examples:  Routine and emergency media/agency/jurisdiction notification.

There are a number of tools that can be used to measure the performance of TMC contracted services.  Some examples are as follows:

meetings and meeting minutes,

checklists,

inspections,

contractor reports,

client performance reviews of contractor,

contractor records and files,

client complaints,

client surveys, and

customer complaints.

Several of these tools are contractor generated.  Meeting minutes, contractor reports, and similar documentation is prepared by the contractor and submitted to the primary agency.  Some of the tools are initiated by the primary agency.  These might include the inspections and performance reviews.  A third set of tools aim at getting input from outside users such as a survey of primary agency staff that interacts with the contractor or even feedback from customers (i.e., the traveling public.)  

Relationship of Management Structure, TMC Function, and Contract Type

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