Tennessee Department of Transportation

ITS Mobility and Operations Summit

Performance Measures

November 18 – 19, 2009

Overview

1.Strategic Planning

2.What is Performance Measurement

3.Why TDOT Measures Performance

4.Communicating Results

5.Challenges

6.Summary

Defining Priorities and Goals

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.

What isPerformanceMeasurement?

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

Where TDOT Uses Measures

Business Planning

Performance-Based Budgeting/TN Governmental Accountability Act of 2002

TDOT/FHWA Stewardship & Oversight Agreement

TDOT Performance Measurement Perspectives

1. Customer

2. Workforce

3. Transportation System (Operations, Preservation, Maintenance)

4. Financial

5. Organizational Effectiveness

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

% 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)

Why TDOTMeasures Performance

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.”

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?

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

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

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

Demands for Increased Accountability

TDOT/FHWA Stewardship and Oversight Agreement

American Recovery and Reinvestment Act reporting

Increase in nationwide discussions about performance measures

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

CommunicatingResults

Communicating TDOT’s Measurement Results

ExternallyF&A Strategic Plan/BudgetTDOT/FHWA Stewardship & Oversight Agreement

If you can demonstrate results, you can win public support.

Communicating TDOT’s Measurement Results

InternallyTDOT Measurement ReportTDOT Measurement “Dashboard”

TDOT shares results with alllevels of the organization soeveryone is “on the same page”

Performance Measurement Dashboard

Performance Measurement Dashboard

TDOT Measurement Report

Annual Summary of Performance

Budget Measures

Business Plan Measures

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

TDOT’s Measure Reference Guide

Challenges

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

TDOT ChallengesDeveloping system operations

measures (congestion, freight)

Tracking & managing all data

Ensuring reliability and validity of data

Preparing for Reauthorization

Summary

It All Comes Together

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

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

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

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

If you don’t measure results,

you can’t tell success from failure.