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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