A Survey of Performance Measurement Systems in State Transportation Departments

Abstract

State departments of transportation are investing suabstantial time and effort in developing performance measurement systems to help manage more effectively in a period of unprecedented change. Based on information obtained from a mail survey, review of documents, and follow-up telephone interviews, this article examines conventional and leading-edge approaches to performance measurement in these large public works agencies, which have often been characterized as being "data rich/information poor." Compared with the traditional operations-oriented management information systems, the new generation of performance measures emerging in departments of transportation tend to be more outcome-oriented and more strategically focused, with much greater emphasis on quality and customer service.