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Outsourcing TMC Operations

Outsourcing TMC Operations. Presentation to ITS America Annual Meeting Bayne E. Smith, P.E., P.T.O.E. URS Corporation May 19, 2003. Introduction. Various types of outsourcing Construction Maintenance Contracts Consulting Services for Planning & Design Consulting Services for Operations.

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Outsourcing TMC Operations

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  1. Outsourcing TMC Operations Presentation to ITS America Annual Meeting Bayne E. Smith, P.E., P.T.O.E. URS Corporation May 19, 2003

  2. Introduction Various types of outsourcing • Construction • Maintenance Contracts • Consulting Services for Planning & Design • Consulting Services for Operations

  3. Why Outsource? • Agency Restrictions • Legislative restraints • Agency downsizing • Flexibility • Fluctuations in staffing levels • Specialized talent • Expertise and experience • Recruitment • Reduce hiring time • Broaden area of recruitment • Funding

  4. Options for Operations Outsourcing • Support • Consultant provides supplemental staff • Georgia NaviGAtor system • Turnkey • Consultant has responsibility for operations • VDOT Smart Travel Center

  5. Who is outsourcing?

  6. Georgia NaviGAtor Case Study System Overview • Began operations in April 1996 • 24/7 Operations Center • Focused on Freeway and Incident Management • 60 miles of freeway system coverage • Staff of 18 full-time supervisors and operators • Staff of 8-12 part-time *DOT call takers • 45 HEROs (Freeway Service Patrol)

  7. Decision to Outsource • Dependence on Temporary Employees • Low reliability, high turnover • Forced to eliminate positions • Cap on Staffing Levels • Staff authorization constant since inception • Coverage area doubling, devices tripling • Recruitment • Lack of Flexibility • Rigid schedules, no overtime • Lack of Resources • Supervisor spending little time supervising

  8. Baseline Org Chart 18 Full-Time Positions 8-12 Part-Time Positions No night & weekend supervision

  9. Agency Concerns • Anxiety • Transition • Benefit & pay differentials • Mixing of resources • Supervision • Responsibility

  10. Timeframe Fall 2001 RFP released October 2001 URS selected as consultant April 2002 Contract signed July 2002 Part-time employees transferred Fall 2002 Operators hired Winter 2003 Dispatchers / Media Support Spring 2003 Media Liaison Construction Support

  11. Current Org Chart GDOT: 18 Full-Time Positions Conslt: 27 PT & FT Positions

  12. Lessons Learned • Pay / Benefits have not been an issue with DOT • Recruitment • Targeted recruitment / quicker hiring (firing) • Lower turnover (DOT & Consultant) • Increased Flexibility • Part-time / Overtime • Supplemental resources • Improved Morale • Increased Capability • Call volumes up 50% - answer times down 50%

  13. New Initiatives • Public Relations Support / Materials • Uniform Program • Employee Recognition Program • SOP Development • Training Program Development • Performance Measures

  14. Sample Performance Measures For *DOT

  15. Sample Performance Measures For *DOT

  16. Sample Performance Measures For HERO

  17. Sample Performance Measures For Freeway Performance

  18. Customer Service Surveys How accurate was the information you received? Would you say that it was very accurate, somewhat accurate, not very accurate, or not at all accurate?

  19. Customer Service Surveys Overall, how satisfied were you with your experience with this service? Would you say that you were…

  20. Additional Information GDOT Project Manager anthony.bradford@dot.state.ga.us URS Project Manager bayne_smith@urscorp.com Consultant Operations Manager matt.lee@dot.state.ga.us

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