Abstract
PPP's develop Toll Roads, promote innovation and generally provide above-average, and in some cases, high-level of service to their users. The level of service provided is either mandated by contractual terms or by a strong desire to promote legitimate commercial goals. Key Performance Indicators (KPIs) are used to measure the level of service provided to the users by the tollway operator, since the services affect the lives of people using the facility. Attica Tollway Operations Authority (Attikes Diadromes SA) has developed a program of measuring and monitoring performance indicators, over and above the contractual requirements, in order to improve safety, mobility, asset management and user satisfaction. The monitoring of performance using the KPI system in Attica Tollway offers efficiency, effectiveness, communication and improvement over time to the Operating Company. A set of more than thirty key performance indicators are in use nowadays by Attica Tollway. These are covering the areas of traffic management, toll operation, infrastructure maintenance, HR, violation enforcement, etc. The presentation will focus on the design and implementation of this application of KPIs parameters, as well as on the recorded results and their utilization.
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