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Draft Report

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

objective for the TMC might be to reduce incident detection time, a corresponding objective for a contracted service may be that 95% of all incidents need to be detected within five minutes.  In this case, the number of times the agencies goals were met represents the performance of the contractor.  

Step 3 – The identification of performance measures follows directly from the goals and objectives.  Continuing with the example from Step 2, a performance measure utilized in the evaluation of incident detection would be the current average incident detection time.  Note that this measure could be stratified by type of incident, location, time of day or other variables that would provide a more detailed understanding of the system’s response.

Step 4 – The identification of performance targets goes hand-in-hand with Step 3 above.  Continuing with the example of incident detection, a specific performance target could be to reduce, by 25% from current levels, the incident detection time, within a timeframe of one year.

Figure 9 provides a detailed illustration of Steps 1-4 and shows the logical progression from vision (Step 1) to detailed and measurable targets (Step 4)

Figure 9.  Setting Performance Targets.  Adapted from Figure 2.3, Reference ()

Step 5 – Any performance measure could be used in a variety of settings, but there are certainly measures that are most appropriate to particular audiences.  A measure that is time based is easily understood by a non-technical audience and can be presented in a variety of methods.  On the other hand, measures that are based on rates, such as percent travel delay reduction per 100 million vehicles miles traveled (VMT), may be much more difficult to visualize and

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