Meeting Great Expectations Through Performance Measures

Abstract

As the aggregate level of outsourced highway maintenance and operations work rises, so too does the potential for public works agencies to lose control of service quality. To minimize this risk and maximize the effectiveness of service contracts, public works agencies must clearly define the specific performance standards they expect their contractors to achieve. If a contract is silent or unclear about an agency’s requirements with respect to quality, timeliness, or responsiveness to customer needs, the work performed may fall short of the agency’s expectations. This article will analyze these issues and present a framework for public works agencies to use in developing effective performance measures for highway maintenance and operations contracts. It will also provide guidance in how to monitor and enforce compliance with defined performance standards when agencies elect to outsource this work.