tennessee department of transportation its mobility and operations summit performance measures...
TRANSCRIPT
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Tennessee Department of Transportation
ITS Mobility and Operations Summit
Performance Measures
November 18 – 19, 2009
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Overview
1.Strategic Planning
2.What is Performance Measurement
3.Why TDOT Measures Performance
4.Communicating Results
5.Challenges
6.Summary
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Defining Priorities and Goals
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Measures Link to Agency Goals
If we have performance measurement without strategic planning, we know how quickly we are changing, but we don’t know if the change is in the right direction.
If we have strategic planning without performance measurement, we know where we want to go, but we don’t know if we are getting there.
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What isPerformanceMeasurement?
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What is Performance Measurement?
The systematic collection, analysis, and reporting of data that tracks resources used, work produced, and whether specific outcomes were achieved
What is Performance Measurement for TDOT?
The structured and balanced assessment of our organization’s progress in fulfilling its mission and strategic direction
Began process in 2004 so still learning & evolving
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Where TDOT Uses Measures
Business Planning
Performance-Based Budgeting/TN Governmental Accountability Act of 2002
TDOT/FHWA Stewardship & Oversight Agreement
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TDOT Performance Measurement Perspectives
1. Customer
2. Workforce
3. Transportation System (Operations, Preservation, Maintenance)
4. Financial
5. Organizational Effectiveness
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Types of Measures TDOT Uses
Input Measures Output Measures Efficiency Measures Quality Measures Outcome Measures
Each type of measure answers a different question
Can be used in combination to analyze agency, program or service results
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% of respondents that think major TN highway construction projects are usually completed in a timely manner (2006 TDOT Customer Satisfaction Survey)
TDOT Performance Measures
Incident Clearance Time (Business Plans)
# of crashes in TN work zones(TDOT Strategic Management Plan Update)
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Why TDOTMeasures Performance
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Performance Measurement
Tells the story of TDOT’s progress in delivering a quality transportation system to the people of Tennessee
“What gets measured gets done.”
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TDOT Reviews Performance Results to Assess:1. Are our citizens and other stakeholders
satisfied with TDOT products and services?
2. Are we addressing things that are important to our state residents? That were identified as issues in the 2006 Customer Survey?
3. Are we making progress on addressing our Strategic Emphasis Areas?
4. Where are improvements needed?
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Recommendations on four top priority areas for improvement:
1. Repairing/maintaining existing highways and keeping road surfaces in good condition
2. Improving the visibility of striping at night and during wet weather
3. Improving drainage from the surface of highways during storms
4. Relieving congestion in urban areas
2006 TDOT Customer Satisfaction Survey Results
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Level of Agreement withVarious Statements About TDOT
by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale excluding don't knows
33%
26%
27%
28%
32%
27%
31%
21%
19%
17%
18%
19%
16%
17%
49%
50%
49%
47%
41%
42%
35%
43%
45%
46%
43%
42%
40%
39%
13%
14%
13%
15%
20%
21%
26%
25%
25%
24%
23%
28%
28%
28%
6%
11%
11%
9%
7%
10%
8%
11%
12%
14%
16%
11%
16%
17%
I can reach TDOT personnel to get the info I need
TDOT seeks our input on major plans
TDOT works with us to minimize disruptions
TDOT provides advance notice for projects
I think TDOT is moving in the right direction
I trust TDOT officials to make good decisions
I have more confidence in TDOT today vs. 3 yrs ago
I think TDOT is responsive to local concerns
TDOT does a good job prioritizing improvements
TDOT seeks our input to set priorities
I think TDOT adequately supports local projects
TDOT seeks to balance community values & mobility
TDOT informs us how our priorities were considered
TDOT uses our input on construction projects
0% 20% 40% 60% 80% 100%
Strongly Agree (5) Agree (4) Neutral (3) Disagree (1/2)
Source: ETC Institute (TDOT 2006 LEADER Survey) ELECTED OFFICIALS
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TDOT Uses Results To Improve
Input to strategic plan process addressing customer priorities was part of
TDOT FY 2008-2011 Strategic Direction
Include in Strategic Management Plan 24 Month Initiatives addressing survey
priority recommendations were incorporated into plan
Establish performance measures and set targets
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Demands for Increased Accountability
TDOT/FHWA Stewardship and Oversight Agreement
American Recovery and Reinvestment Act reporting
Increase in nationwide discussions about performance measures
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Comparative Performance Measurement EffortsTDOT has participated in multiple
national studies through AASHTO and TRB:
Projects Completed On-time/On-Budget Smooth Pavement/IRI Safety Bridge Conditions (study is beginning)
Outcome – Sharing of Best Practices
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CommunicatingResults
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Communicating TDOT’s Measurement Results
ExternallyF&A Strategic Plan/BudgetTDOT/FHWA Stewardship & Oversight Agreement
If you can demonstrate results, you can win public support.
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Communicating TDOT’s Measurement Results
InternallyTDOT Measurement ReportTDOT Measurement “Dashboard”
TDOT shares results with alllevels of the organization soeveryone is “on the same page”
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Performance Measurement Dashboard
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Performance Measurement Dashboard
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TDOT Measurement Report
Annual Summary of Performance
Budget Measures
Business Plan Measures
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TDOT Measurement Report
Key – RESULTS (G) The target was met or exceeded
(R) The target was not met
Key – DESIRED TREND (I) The desired trend is an increase
from one period to the next
(L) The desired trend is for results to remain level
(D) The desired trend is for a decrease
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TDOT’s Measure Reference Guide
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Challenges
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TDOT ChallengesMeasuring key products and
services
Identifying measures that provide the right data for making decisions on allocating resources (Money/People/Technology)
Measuring outcomes vs outputs
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TDOT ChallengesDeveloping system operations
measures (congestion, freight)
Tracking & managing all data
Ensuring reliability and validity of data
Preparing for Reauthorization
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Summary
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It All Comes Together
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Support for Measures
Acceptance of measures by stakeholders at all levels will be facilitated if the measures are easy to understand and the links between measures and goals are evident
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TDOT’s Measures – Expanding & Evolving
Developed measures based on 9 ITS priorities identified in the 2008 Smartway Strategic Plan
Next Step - develop action plans to obtain measurement data that will help them achieve objectives
2009 Statewide ITS Performance Measures Plan
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Measurement Results Can Help Manage Our Business
Track the successful accomplishment of our mission and business plan
Determine customer satisfaction
Identify critical success factors
Assess current performance
Identify areas for improvement
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For More Information
Tennessee Department of Transportation www.tennessee.gov/tdot
TDOT’s strategic planning process, strategic management initiatives, and a copy of this powerpoint presentation www.tennessee.gov/tdot/osp
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If you don’t measure results,
you can’t tell success from failure.