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Draft Report

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

Table of Contents

Chapter 1 – Introduction9

Background9

What is Outsourcing?9

TMC Services10

Outsourcing Models12

Reasons for Outsourcing TMC Services14

Disadvantages to Outsourcing15

Chapter 2 – Procuring Contracted TMC Services17

Chapter Overview17

TMC Services Assessment18

Evaluation of Current TMC Services20

Business Models22

Procurement Strategies26

Political and Institutional Influences30

Selecting the Right Contractor31

Chapter 3 – Managing Contracted TMC Services36

Chapter Overview36

Management Structures36

Staffing and Scheduling42

Accommodations and Equipment44

Management Tools and Reporting44

Tools for Management44

Management of Staff through Performance Measurement and Reporting45

Relationship of Management Structure, TMC Function, and Contract Type47

Chapter 4 – Evaluating Contracted TMC Services50

Chapter Overview50

The Use of Performance Measurement for Outsourcing50

Types of Services to Monitor51

The Performance Measurement Process52

Guidelines for an Effective Process56

Ensuring Quality in the Evaluation Process57

Evaluation Measurement Matrix62

Chapter 5 – Lessons Learned65

Chapter Overview65

Findings from TMC Agency Survey65

     Lessons Learned71

Procurement71

Management71

Evaluation72

Chapter 6 – Case Studies74

Page 6 of 97

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