Key Performance Indicators as an evaluation tool for Tollway Operations
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1 Key Performance Indicators as an evaluation tool for Tollway Operations Bill M. Halkias, PE, F. ASCE, F. ITE President, HELLASTRON - Hellenic Association of Toll Road Network 1 st Vice President, ASECAP - Association Européenne des Concessionnaires d Autoroutes et d Ouvrages à Péage Managing Director & CEO, Attikes Diadromes S.A. - Attica Tollway Operations Authority
2 Measuring and Monitoring: a key factor for Business Excellence (1883) BUT What to measure and how to use these measurements?
3 Integrate measurements to KPIs KPI s, a way of measuring how well a company, or a business unit or an individual is performing compared to: Data Data.the industry and to strategic goals and objectives! Data Key Performance Indicators
4 Key Performance Indicators characteristics Published Dynamic Regularly Cascading Simple Measurable Transparent Verifiable
5 Monitoring and Measuring Performance. Verifiable..TRUST BUT VERIFY. a famous political phrase a valuable business approach.i used a Russian proverb. I'm not a linguist, but I did learn this and have used it several times in his presence. If I'm pronouncing it correctly, it is doveryai, no proveryai. It means, trust but verify. And I think that's the policy that has to be followed. I have cited DEMOSTHENES, who a thousand years or two back in the Athenian marketplace said: What sane man would let another man's words rather than his deeds tell him who is at Demosthenes peace and who is at war with him? (Interview With Alastair Burnet of ITN Television of the United Kingdom March 10, 1988 about Gorbachev Source: THE RONALD REAGAN PRESIDENTIAL LIBRARY)
6 KPI s as a communication tool Each KPI has its own audience Staff Management Customers State Society Associations Media Organizations Etc.. But all have the same objective. To communicate how the operator is performing and what can be done to make operations more effective and valuable for each one of the stakeholders!
7 Let s talk about HELLASTRON CREATING A NATIONAL NETWORK Necessary condition: Integrated network management aiming to provide high level of services, integration of procedures and road safety improvements. Implementation: Construction, operation & maintenance, financing through concession contracts and tolling.
8 Creating the Greek National Tollway Network Attiki Odos Rio Antirio Bridge Egnatia Odos Nea Odos Moreas Aegean Motorway Olympia Odos Kentriki Odos
9 HELLASTRON Indicative Measurements Description Description Description Total Network Length in Operation (km) Total Staff O&M Total Number of ETC Tags Number of Toll Transactions (in millions) LV Number of Toll Transactions (in millions) HV Total Number of Toll Transactions Number of ETC toll transactions Number of ETC toll transactions LV Number of ETC toll transactions HV Average Daily Traffic LV Average Daily Traffic HV Total Average Daily Traffic LV Number of Accidents with injuries Number of Fatal Accidents Number of Injured persons Number of Fatalities Number of property damage only accidents Number of service areas (equipped with petrol stations) Number of rest areas Number of restaurants Number of hotels No. of tunnels (tubes) more than 500 m
10 Monitoring HELLASTRON s Objectives & Goals Operators have to answer the following questions in order to make the right decisions: 1. Why have the numbers decreased or increased? 2. Can I do something to change these numbers? 3. What actions should be taken to change these numbers? 4. How I can evaluate the results of the actions taken? 5. How these numbers monitor our performance?
11 Monitoring HELLASTRON Objectives & Goals Key Performance Indicators help significantly to answer all these questions. HELLASTRON and its members design their own KPI s for measuring how well the network operators are performing.
12 Indicative Attica Tollway KPI s Tolls Traffic & Maintenance HR Toll lane processing capacity Toll collection cash discrepancy Counterfeit or worn banknotes/coins Non Payment Forms (NPF) Manually issued receipts (Toll System Availability) Response time to incidents (own units) Cooperating agencies response time to incidents (third parties) Lane closure due to road maintenance (Lanes*km*time) Incident clearing time duration Accidents-over-incidents Employee turnover Employee satisfaction Employee presence Employee training hours Overtime payed ETC volume Money deposit of subscription account Congestion (Km*time) Perceived safety feeling (RSS)
13 HELLASTRON s monitoring program is moving to towards benchmarking.. Indicative Key Performance Indicators: Safety Operational Customer Satisfaction Fatal Accidents & Fatalities Accidents with Injuries & Injuries Property Damage only Accidents Toll collection discrepancy Interoperability penetration ETC Penetration Perceived quality of service Response time to user complaints and requests Perceived Road Safety
14 Let s talk about ASECAP 22 national association members Political paper on the socioeconomic role of the industry with well measured parameters Permanent Statistics Committee (COPER IV) Indication of members real situation Proof of the road sector importance to the EU world
15 ASECAP Existing Measurements Description Total Network Length in Operation (km) Total Staff O&M Total Toll Revenue Number of Toll Transactions (in millions) LV Number of Toll Transactions (in millions) HV Total Number of Toll Transactions Number of ETC toll transactions Number of ETC toll transactions LV Number of ETC toll transactions HV Description Total Number of ETC Subscribers Total Network Length in Operation (km) Number of service areas (equipped with petrol stations) Number of service areas Number of restaurants Number of hotels Number of Fuel Stations Description Average Daily Traffic LV Average Daily Traffic HV Total Average Daily Traffic LV
16 ASECAP-moving into the future. Extending the existing measurements (Safety, Environment, Social Responsibility, Economic Growth, etc.) Harmonizing the measurement methods and smoothing of particularities Designing of a KPI system to monitor the performance of the European tolling industry
17 Monitoring and Measuring Global Tolling Industry Performance The Global Tolling and Concession Industry should design KPI s for promoting tolling and concessions and measuring how well the network operators are performing.
18 Thank you for your attention! Bill M. Halkias, PE, F. ASCE, F. ITE President, HELLASTRON 1 st Vice President, ASECAP info@asecap.com, Managing Director & CEO, Attikes Diadromes S.A. bhalkias@attikesdiadromes.gr,
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