performance based management in the highways agency

Japan/UK/US Workshop16 November 2005

Performance Based Management in the Highways Agency – Operational Level

John Pearmanジョン・ピアマンDivisional Director,Traffic Operations

East & East Midlands


overview• how HA manages England’s national roads• the planning framework/process• Operational Performance Management in HA


managing England’s national roads• 14 Areas each with MAC

(or Managing Agent + TMC)• private finance/public-

private partnerships:- DBFO routes- directly tolled river estuary

crossings & M6 Toll• funded through general

taxation and vehicle duty

7th UK - Japan Workshop14 – 18 November 2005


Managing Agent Contractor (MAC)• single-point

responsibility• QMS central to contract

(ISO 9001:2000)• active partnerships• contract period 5 – 7 yrs• quality/price 75%/25%• design & undertake all

projects up to £500k

• cost mechanism:- lump sum- time charge- Target Cost

• required to:- set annual targets- measure performance- achieve continuous

improvement• typical Area’s annual

value: £40-50m


The planning framework/processDepartment for Transport/Ministersset policy, allocate resources and agree delivery targets

HA Framework Documentsets formal responsibilities and relationship with DfT

Customers Firstsets longer term direction and strategic priorities

Business Plansets out what we deliver over a three year period

Performance Management Processmanages performance to achieve Business Plan goals

Personal Development Planssets out what individuals will deliver

Annual Report and Accountsreports what we have delivered

Spending Reviewagreed resources and PSA Targets with HM Treasury


cascade of Key Performance Measures

Business Plan

set out what the Highways

Agency will deliver

Key Performance Indicators

Area Performance Indicators


aims of Performance Management in HA• accountability• sound decision making and risk

management• informed staff & supply chain• a few, good targets


accountability

• role of Network, Area and Route Performance Managers

• commissioning of services to deliver performance


sound decision making

• establishment of Regional and National Intelligence Units

• framework for analysis to drive decision making at different levels


informed staff & supply chain

• regular feedback on performance against target

• access to data and skills to interpret it• scope for understanding performance

and future impacts on performance


a few, good targets

• disaggregate PSA measures through the management chain

• support with key indicators aligned to target


Objective: reducing congestion & improving reliability

Indicator: deliver a programme of improvements

Targets:• progress major road

schemes• complete 20 Priority

Action Sites• complete 43 small

schemes• introduce variable speed limits on Active

Traffic Management pilot

KPI example (1)


Objective: reducing congestion & improving reliability

Indicator: deliver a reduction in incident-related congestion & minimise road works congestion

Targets:• in 99% of cases limit

planned routine maintenance works, requiring lane availability, to off peak

• maintain at least 98.5% of lane availability at peak times

• roll out RCC’s and Traffic Officer Service

KPI example (2)


measuring & monitoring the MAC

• HA Area Performance Teams- one team per Area (average 20 people)- monitor performance of the MAC- ensure contract compliance

• Area Performance Indicators- contractual - compliance

• audit- compliance and improvement



• developed in partnership with MAC Community

• designed to prove and improve performance

• measurement aligned to HA objectives• targets set by local Network Boards –

take account of each Area’s circumstances


Area Performance Indicators measure performance in:• planned maintenance• unplanned maintenance• service to stakeholders• improving the network



• API 1: response to emergency incidents• API 2: response to Category 1 defects• API 3: customer satisfaction• API 4: environmental amenity index• API 5: site (workplace) safety



• API’s 6 & 7: scheme programme & cost certainty (>£100k)

• API 8: certainty of financial forecasting• API 9: winter maintenance – keeping

roads free of ice• API 10: defect-free work



• API 11: traffic accidents in road works• API 12: street lighting failures• API 13: network availability• API 14: third party claims• API 15: recycling & re-use


API’s – the questions

• are targets too easy?• some Areas can’t agree targets – why?• are the measures the right ones?


new role of Traffic Manager• introduction of:

- Traffic Officer Service- Regional Control Centres- National Traffic Control Centre

• more customer-focused,front line operations

• reduce incident–related congestion• free up Police time• monitoring the network• Active Traffic Management


Regional Control Centres (RCC’s)• nerve centres behind the

scenes• 7 RCC’s across England• jointly staffed with Police• roles:

- coordinate and deploy Traffic Officers

- answer emergency roadside telephones

- set electronic road signs- share information with

NTCC


the Traffic Officer Service• Traffic Officers:

- help motorists- keep traffic moving- ease congestion

• safety is top priority • work in partnership with Police• provide better information to

drivers• around 1,200 on-road Traffic

Officers & 300 control room staff


what do Traffic Officers do?• patrol roads• help and protect

drivers in distress• support Police• stop and direct traffic• place signs• set up road closures• clear debris


thank you