Communicating Customer Service Levels AASHTO Standing Committees on Planning and Performance Management Joint Technical Meeting Wednesday, June 18, 2014 The Saguaro, Phoenix, AZ Presented by Jerry Casey, P.E. Dir., MaineDOT’s Results & Information Office
Maine 1.3 Million People (41 st ) $51B GDP (43 rd ) 86% Forested (1 st ) MaineDOT 8818 Miles State Roads 2919 Highway Bridges 600 Miles State-owned Rail 200 Rail Bridges 7 Ferry Routes 6 Commercial Airports $600 million/Yr Approx. Budget 1780 Employees
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MaineDOT Customer Service Levels Every highway segment (HCP 1-5) receives a letter grade (A-F) in three categories. The grade is determined by the lowest score of the contributing factors listed below: Safety Condition Service Crash History Ride Quality Posted Road Pavement Rutting Pavement Condition Posted Bridge Paved Width* Roadway Strength Congestion Bridge Reliability* Bridge Condition
Crash History Measure: Lane Departure Crash Rate vs. Statewide Avg for the corresponding HCP. Baseline is 2006-2010 averages. Pavement Rutting Measure: Maximum Wheelpath Rut Depth
Ride Quality (IRI) Measure: Inches per Mile of Variation Structural Bridge Condition Measure: Lowest NBI Condition Rating (Deck, Suprstr, Substr, and Culvert)
Maine Revised Statutes Title 23: TRANSPORTATION Chapter 3: OFFICIALS AND THEIR DUTIES §73. TRANSPORTATION POLICY 7 . Priorities, service levels, capital goals and reporting. The Department of Transportation shall classify the State's public highways as Priority 1 to Priority 6 corridors … In 2011, The Maine Legislature wrote our proposal, almost unchanged, into statute. It included the following goals: A. By 2022, improve all Priority 1 and Priority 2 corridors so that their safety, condition and serviceability customer service level equals Fair or better; B. By 2027, improve all Priority 3 corridors so that their safety, condition and serviceability customer service level equals Fair or better; C. By 2017, implement a pavement program for all Priority 4 corridors that maintains their ride quality customer service level at Fair or better;
Service Combined Condition Safety
Critical Components • Single, Functioning Linear Reference System – Ties all of the essential elements together from many distinct business IT systems. Ours is a Bentley LRS (formerly EXOR) • Data & Systems Governance - To establish data standards across those multiple systems • Development of processes to synchronize measures over time. The physical highway network changes over time - data references need to follow. • Tools and models that combine business data with spatial functions to calculate grades. We used ESRI’s ArcGIS Desktop software and the Python programming language to build them. • Make the CSL results available in map form both internally and to the general public. We used ESRI’s ArcGIS Server software and related APIs. • Dashboard pages & reports were developed in Oracle BI software
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