Performance Measures for

Toll Agencies – The What

and Why of KPI

Barry Mickle, Director of Operations

North Carolina Turnpike Authority

September 11, 2012

Key Performance Indicators

Key Performance Indicators

Key Performance Indicators for Toll

Agencies: Things to Consider

• KPI’s must be definable

• Must be quantifiable measures that reflect overall

success of the agency as well as departments/functions

• KPI’s must be measurable

• Must be flexible and relevant to the ever changing

needs of the agency/department

• Stay focused on the organizational goals

• Achieve “BALANCE”

Key Performance Indicator Matrix

(Departmental)

Department Function Performance

Measurement Goal or Expected

Outcome

Key Performance Indicator Matrix

(Agency)

Department Function Performance Measurement

Goal or Expected Outcome

KPI Goal or Expected Outcome

How Operational KPIs are established

• Traffic and Revenue Studies

– Expected traffic volume

– Expected revenue

• Toll System Performance Specifications from RFP and

design

– ETC read rate

– Image capture rate

– OCR success rate

Are the initial KPIs realistic?

• Example: KPI of 90% OCR automation with less

than 1% error rate established in the Toll System

Performance Specification without regard to the

license plate population, i.e. color, stacked

characters, etc….

How an underachieving KPI can be offset

by an overachiever

• Original NCTA AET KPI (T&R Study)

– 75% Transponder

– 25% Bill-by-Mail

• NCTA AET KPI (Current Performance)

– 46% Transponder

– 54% Bill-by-Mail

– Offset by 86% automated OCR

Moral of the Story

• “Change it is coming”

• Key Performance Indicators - Facilitators to

Success

Key Performance Indicators

Performance Measures for Toll Agencies –

The What and Why of KPI

“The problems we face today cannot be

solved with the same level of thinking we

were at when we created them”

Questions