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Organizing for Reliability (L01, L06)

Organizing for Reliability (L01/L06)

Product Overview

Agencies have a growing need to manage and operate the transportation network as effectively as possible to meet customers’ demands for safety, mobility, and reliability. The use of performance measures, systems, and services to manage and operate the transportation system can improve safety, increase efficiency, and reduce the cost of congestion. This growing discipline, called transportation systems management and operations (TSMO), is particularly important in addressing congestion related to unpredictable or non-recurring events. For example, crashes account for more than half of all congestion, increase safety risks, and create costly disruptions to travelers' plans.

Organizing for Reliability is a set of processes and tools that helps agencies assess their TSMO programs and implement changes to technical and business processes that will enhance their ability to manage unexpected congestion.

SHRP2 in Action

Tools and Guides

  • The Capability Maturity Model (CMM) is a management tool designed to guide improvement in the effectiveness of TSMO as a program on a continuous evolutionary basis. It combines into one single framework the key features of quality management, organizational development, and business process reengineering concepts that have long been used as strategic management tools in transportation agencies.
  • Improving Transportation Operations and Reliability by Enhancing Agency Capabilities -- Capability Maturity Frameworks and supportive interactive tools have been developed for six operational program areas (Traffic Management, Traffic Incident Management, Road Weather Management, Planned Special Events, Work Zone Management, and Traffic Signal Management). The framework and tools help agencies assess current capabilities and generate a set of targeted activities to strengthen their operations programs.
  • Operations in the 21st Century – Meeting Customer Needs and Expectations: State DOT Presentation
    • For state departments of transportation (DOTs): An adaptable PowerPoint presentation and an accompanying presentation guide document geared for presentation to the chief executive officers (CEOs) and senior managers of state DOTs about the value of mainstreaming transportation systems management and operations as a core mission, business practice, and investment priority in their respective agencies.
  • Regional Operations in the 21st Century – A Vital Role for MPOs; MPO Presentation
    • For metropolitan planning organizations (MPOs): An adaptable PowerPoint presentation and an accompanying presentation guide document geared for presentation to the chief executive officers (CEOs) and senior managers of MPOs and to their board members about the value of mainstreaming transportation systems management and operations as a core component and investment priority in the regional transportation planning process.
Business Processes for TSMO

Publications

  • Improving Business Processes for More Effective Transportation Systems Management and Operations, L01 Primer
  • Integrating Business Processes to Improve Transportation System Performance, Advancing Planning for Operations: Technical Brief

Case Studies

Workshops and Presentations

Business Process Mapping

Business Process Mapping is a visual representation of the steps, connections, information flows, and responsibilities involved in a business process from start to finish. Business process mapping provides a concise picture of the sequences of tasks needed to bring a service from genesis to completion, including decision points in the process (with yes or no leading the process in either one of two directions), when the process takes place, why it takes place, and who is involved in the process and responsible for decisions. A good business process map can be validated (that is, represents reality) and can help stakeholders identify where delays exist, where smooth handoffs are not taking place, and what steps may be eliminated so as to improve processes.

Related Materials and Information
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