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Draft Report

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

Chapter Overview74

Key Features74

Contract Features76

Key Messages from Case Studies81

Chapter 7 – References82

Cited Sources82

Articles on Outsourcing for More Information84

TMC Outsourcing Contracts85

Examples of Other Guides and Handbooks85

Chapter 8 – Example Requests for Proposal86

Appendix A-Introduction to Performance Measurement87

Application of Performance Measurement to TMCs87

Benefits of Performance Measurement88

Challenges of Performance Measurement90

Common Classification Schemes for Performance Measures91

What Makes a Good Measure?94

Guidelines for Selecting Appropriate Measures95

Appendix Bibliography96

List of Figures

Figure 1 Planning Phase Process Model33

Figure 2 Sample Evaluation Criteria35

Figure 3. Staffing Hierarchy 38

Figure 4. Example TMC Organization Chart – Arizona Department of Transportation 38

Figure 5. Example of TMC Organizational Chart – Houston TranStar39

Figure 6. Example TMC Organization Chart – Tennessee Department of Transportation 41

Figure 7. Examples of Management Structure42

Figure 8.  The Performance Measurement Process.53

Figure 9.  Setting Performance Targets54

Figure 10. Functions and Services of TMC66

Figure 11. TMC Functions Currently Outsourced67

Figure 12. Previously Outsourced Functions68

Figure 13.  Is Your Agency Considering Outsourcing within the Next Few Years?68

List of Tables

Table 1.  Commonly Outsourced TMC Functions and Services10

Table 2.  Mapping of TMC Services and Functions to Outsourcing Models13

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