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Draft Report

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

1.

Identify the critical activity.

2.

Identify the goals and objectives of the activity.

3.

Develop a set of candidate performance measures.

4.

Identify performance targets.

5.

Identify uses of performance measures and potential audiences.

6.

Identify data needs and requirements for analytical tools.

7.

Establish data collection and evaluation procedures.

8.

Compare actual performance to targeted goals.

9.

Determine corrective actions or progress needed to achieve goals.

Figure 8 presents an overview of the program.  The overall steps in the program are the same, regardless of whether the activity being evaluation is in-house or a contracted service.  

Figure 8.  The Performance Measurement Process.

Step 1 – The first step of the program is basically a selection tool.  The concept is to select a single activity that a TMC performs, focus on establishing the on-going performance measurement process for that activity, then return to step 1 and repeat it for another activity.

Step 2 – Every TMC activity has goals and objectives that can be defined.  However, in the evaluation of contracted TMC services, careful consideration must be given to what goals and objectives are specified.  As an example, if the activity is incident management, a typical goal may be to ensure the timely emergency response to incidents.  While a corresponding

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