Looking Beyond Condition: Using right-of-way levels of service to drive roads and transportation investment in Winnipeg Jonathan Foord, M. Sc., EIT Signals Asset Engineer City of Winnipeg, Public Works Ross Homeniuk, MBA, P.Eng. Vice President, Strategic Consulting CH2M HILL
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Looking Beyond Condition: Using right-of-way levels of service to drive roads and transportation investment in Winnipeg
Jonathan Foord, M. Sc., EITSignals Asset Engineer
City of Winnipeg, Public Works
Ross Homeniuk, MBA, P.Eng.Vice President, Strategic Consulting
CH2M HILL
• Winnipeg• Population 778,000 (2012)• Geographic Centre of NA
• Hub of major continental/ global transportation routes
• Lowest Property taxes amongst 11 major Canadian Cities (2014)
• 14 yr Property Tax Freeze ended in 2012
Background
2
• Transportation System• >6,500 ln‐km of Roadways
• Regional: >1,750 ln‐km• 83 Bridges
• 47 Water Crossings• 3 City Grade Separated Interchanges
• Initiated in 2011 to align and support AM across the City
• Deployed in three stages• Group 1: Water & Waste, Roads, Facilities• Group 2: Traffic, Parks, Transit, Fire, Parking• Group 3: Others (Future)
• Large focus on Investment Planning process• LOS > Needs > Solutions > Priorities > Plans
Corporate Asset Management Program
5
• Continuously delivering established levels of service…
• …at an acceptable level of risk…
• … while minimizing the costs of owning, operating and maintaining supporting assets…
Asset Management Definition
CostLOS
Risk
• Most municipalities and public utilities consider good customer service to be a given, but at what cost and with what effectiveness?
Level of Service
Customer Focus
Customer‐Centric
Customer Success
What does good service look like?
Have we defined Customer Service Levels? Are we using them to plan?
• Need to progress setting, measuring and balancing service level and cost trade‐offs
• Reliable service is a hallmark for most organizations, yet formally measuring LOS and testing trade‐offs is relatively new territory
Need to define what this means…
Asset Management Approach
• Asset Centric• Capital Maintenance based on age and condition• No assessment of impact of asset of customer service• May overstate need by limiting optimization and adoption of innovative non‐capital solutions
Traditional ‘Asset Stewardship’
Approach
• Customer Centric• Capital Maintenance based on risk to service delivery• Considers asset impact and consequences of failure• Considers the capacity of a system of assets and operators to deliver service
‘Serviceability’ Approach
• Making this shift requires better integration of “service” into planning and decision making
• Our approach to investment planning must be redefined in this context…
Shift in thinking
• Work to date tied to ‘Asset Stewardship’• Condition assessment• Needs prioritization• Deterioration and budget forecasting
• City’s focus is shifting to ‘Serviceability’ • LOS definition• Performance management• Budget justification • Trade‐off and willingness to pay
Prioritization vs. Justification
Investment Planning Framework
Investment Planning Framework
• Delivering Levels of Service (LOS) is fundamentally why a City is in business
Levels of Service
Corporate LOS “Why we’re here…”
Customer LOS “What the Customer gets…”
Technical LOS “What we do…”
• Need to ensure: Significant activities covered Number of Measures is manageable Measures are meaningful from an AM &
organizational perspective Data can be obtained as part of regular
management activities at reasonable cost LOS Measures should assist the unit in
achieving its corporate goals
Defining Levels of Service
• Defined as statements of desired performance outcome that are a priority:
• to their customers• to the environment• or required by Regulators/Legislation
• Should be: • within the control of the City • have performance data that can be collected and audited – without significant cost
Defining Levels of Service
Common DimensionsCategory Attribute Definition
Essential Regulatory Does the service meet legal requirements?
Safety Does the service present a risk to safety?
Quality Functionality Does the service meet our needs?
Reliability How dependable is the service?
Sustainability Does the service fit with future needs?
Accessibility Can the service be easily used?
Affordability Does the service offer value for money?
Image Shine Is the service appealing the public?
Reputation Does it make us look good?
A few methods available…• Direct Measurement
• Some assets provide a direct measurable service ‐ e.g. water supply
• Here we can use data to measure compliance with pre‐defined essential, quality, and image related service parameters
How do we measure Customer LOS?
A few methods available…• Quality Rating System
• Some assets provide intangible benefit tied to the customer’s experience
• Here we must evaluate the Quality of service based on multiple subjective attributes
• Can be represented as a 1 to 5 Quality of Service rating
How do we measure Customer LOS?
Quality Rating Framework
Customer LOS Rating
Category 1Attribute 1 Measure(s)
Attribute 2 Measure(s)
Category 2Attribute 3 Measure(s)
Attribute 4 Measure(s)
Category…Attribute… Measure(s)
Attribute… Measure(s)
Ratings based on Qualitative Feedback
Grade 1
Grade 2
Grade 3
Grade 4
Grade 5
None
Does not exist
Extensive work req’d
Very poor condition
Already dead
Very limited availability
Lacking
Does not meet std.
Needs major work
Poor Condition
Sick or dying
Some availability
Limited
Just meets standards
Minor repair req’d
Fair condition
Reasonably healthy
Generally availability
Adequate
Easily meets standard
Little work required
Good condition
Very healthy
Available during peak
Pristine
Exceeds standards
No work required
Very good condition
New or nearly new
Always available
Customer LOS Rating
Category 1Attribute 1
Attribute 2
Category 2Attribute 3
Attribute 4
Category…Attribute…
Attribute…
Performance Management vs. Targets
Type 1
Type 2
Type 3
Type 4
Type 5
Type 6
3 3 4 5 5 5
3 4 4 4 5 5
3 3 3 4 4 4
2 2 2 3 3 4
5 5 4 3 3 4
2 2 3 4 4 5
Customer LOS Rating
Category 1Attribute 1
Attribute 2
Category 2Attribute 3
Attribute 4
Category…Attribute…
Attribute…
• Take off your ‘Asset Manager’ hat…• Consider a route you drive regularly…• Rate your journey from Very Poor to Very Good…
• What are the factors impacting your assessment?
• Think of your reasons in “non‐technical” terms
Quick Exercise…
ROW Service Model
Service Quality
Functionality
Reliability
Safety
Accessibility
ROW Service Model
Bridge Attribute(s) Measures(s)
Pavement Attribute(s) Measures(s)
Traffic Attribute(s) Measures(s)
Signals Attribute(s) Measures(s)
Signage Attribute(s) Measures(s)
Markings Attribute(s) Measures(s)
Service Quality
Functionality
Reliability
Safety
Accessibility
ROW Service AttributesService Area Functionality Reliability Safety Accessibility
Bridges • Component Condition• User Complaints
• Frequency/ duration of reactive shutdown
• Load Restriction
• Frequency/ duration of safety shutdown
• Compliance to safetystandards
Range of accommodationof traffic type/mode (Cars, Trucks, Buses, Bikes and Pedestrians)
Pavements • Pavement Condition• User Complaints
• Frequency/ duration of reactive shutdown
• Frequency/ duration of safety shutdown
Traffic• Applicability of traffic
management features• User Complaints
• Relative peak hour average travel speed
• Frequency/ severity of traffic related collisions
Signals• Timing Performance• Timing Currency• User Complaints
• Frequency of Major / Minor Disruption due to Signal Failure
• Frequency/ severity of traffic related collisions