01622800

Component

With the erosion of public trust, increasing shortfalls in funding, and continuous forces of disruption, State Departments of Transportation (DOTs) can no longer afford to rely upon traditional models of performance management that address all stakeholder concerns with a single approach. A customer-oriented key performance indicator (KPI) system offers a new paradigm. The value of this system rests in its ability to communicate the right information to the right decision-makers by aligning the customer’s needs with the organization’s mission and other stakeholder priorities. This paper describes different KPI motivators, key stakeholder groups, and communication factors that State DOT executives should consider when developing a performance management system. The author proposes a customer-oriented KPI system and makes recommendations for state DOTs seeking to improve the communication of performance metrics to drive outcomes.

This paper was sponsored by TRB committee ABC30 Standing Committee on Performance Management. Alternate title: Communicating Value to Stakeholders: Customer-Oriented Key Performance Indicator System for State Departments of Transportation.

01618707

17-04518

English

16p

2017

Transportation Research Board 96th Annual Meeting

Digital/other

Figures; References; Tables

Communications; Customer satisfaction; Performance measurement; Recommendations; Stakeholders; State departments of transportation

Administration and Management; Planning and Forecasting; Transportation (General)

Transportation Research Board Annual Meeting 2017 Paper #17-04518

TRIS, TRB, ATRI

Dec 8 2016 11:44AM