Organizing for Reliability (L01/L06)

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.

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.

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

• North Central Texas COG: Dallas Major Freeway Incident Clearance
• Washington State DOT: Instant Tow Dispatch Program
• Work Zone Management Case Study (E-tool Example) – North Carolina DOT: Traffic and Safety Operations Committee
• Michigan DOT: Work Zone Traffic Control Modeling for Construction Staging and Scheduling
• Colorado DOT: Pathfinder Implementation for Road Weather Management

Workshops and Presentations

• Adaptable agenda and PPT for business process workshops
• Improving Business Processes for More Effective Transportation Systems Management and Operations (TMSO) – Traffic Incident Management, Northeast Ohio Areawide Coordinating Agency (NOACA), March 14, 2019
  • Workshop Summary
• Improving Business Processes for More Effective Transportation Systems Management and Operations (TMSO) – Work Zone Management, Texas DOT, October 24, 2018
• Improving Business Processes for More Effective Transportation Systems Management and Operations (TSMO) -- Road Weather Management, New Hampshire DOT, July 11, 2018
  • Workshop Summary
  • Summary of TMC Storm Desk Activities
• Improving Business Processes for More Effective Transportation Systems Management and Operations (TSMO) – Work Zone Management, Iowa DOT, May 8, 2018
  • Workshop Summary
• Workshops were also held in Florida, Georgia, Colorado, and Maryland. Consolidated report with all the findings
• L01 Product Close Out and Summary Report

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.

• Business Process Worksheet
• Input Template for Application of E-Tool
• Business Process Mapping Exercise – Iowa DOT
• Business Process Mapping Exercise: Implementing Smart Work Zones - TxDOT
• Northeast Ohio Area Coordinating Agency Business Process Diagram
• Iowa DOT Work Zone Business Process Diagram
• North Carolina DOT Work Zone Business Process Diagram
• Michigan DOT Work Zone Business Process Diagram
• Texas DOT Business Process Diagram: Dallas Major Freeway Incident
• New Hampshire DOT Road Weather Management Business Process Diagram for the TMC Storm Desk
• eTool Demonstration Slides
  • Traffic Incident Management
    • North Central Texas Council of Governments example
  • Road Weather Management
    • New Hampshire DOT example
  • Special Event Management
  • Traffic Control System Management
  • Work Zone Management

• Integrating Business Processes to Improve Travel-Time Reliability, L01 Fact Sheet
• Organizing to Improve Travel-Time Reliability, L06 Fact Sheet

• Tracy Scriba, FHWA, tracy.scriba@dot.gov

• FHWA Organizing for Reliability Tools
• National Operations Center of Excellence (NOCoE)