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GUIDE FOR EMERGENCY TRANSPORTATION OPERATIONS
STRATEGY 4: MEASURE/BENCHMARK PERFORMANCE
AGAINST BEST PRACTICE
The establishment of clear objectives and related benchmarks together with the mea-
surement of task time and resource utilization are essential for the establishment of a
meaningful and worthwhile performance improvement strategy. While it is unlikely that
agencies will see a significant increase in budgets for ETO, the establishment of key per-
formance measures will be invaluable in determining how other elements of an agency's
programs and activities are contributing to ETO.
Because the measurement of performance is such a fundamental concept for the overall
success of ETO, an advanced level of tactics is not included; the advanced tactics will
likely be an outgrowth or innovation from the findings at the base level (see Table 18).
Table 18. Operations and Technology Assessment for Strategy 4
Understood Start-Up In-Place
Identification of process maps for major
emergency/all hazard circumstances.
Measurement of performance for key process
elements or performance targets.
Use of automated data collection for
performance assessment.
Pre-planned data reduction and analysis
methods, including preferred summary findings
and report formats.
Periodic independent review and assessment of
the performance improvement program.
SUMMARY SCORE
(Tally number of checks in each column)
Based on your self-assessment score, please select either the base-level or advanced-
level tactics that are presented in Tables 19 and 20.
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GUIDE FOR EMERGENCY TRANSPORTATION OPERATIONS
Table 19. Strategy 4 Base-Level Tactics
Tactics Key Objectives Addressed
· Initiate consensus on use of
Identify Basic Performance Metrics
performance measures
For each key field activity affecting safety or mobility, identify one or more key metrics to · Capitalize on available data
reflect performance in customer (output) terms recognizing that data limitations may
require reliance on secondary data.
· Ensure scene responder and
Develop Data System for Performance Data
public safety
Install necessary "systems" (including reporting formats and ITS technology) to detect · Minimize delays
performance changes. · Maintain capacity
· Control traffic
· Ensure scene responder and
Measure Performance
public safety
Measure and evaluate performance of ETO based on a combination of field and CAD · Control traffic
reporting/logging, using agreed-upon definitions of stages of components as the basis for · Minimize delays
continuous cooperative improvement. · Eliminate secondary accidents
· Investigate crime and liability
Negotiate Clearance Time Targets
· Minimize delays
Develop reasonable targets with all involved agencies, choosing reasonable targets based · Ensure scene responder and
on current best practice and continuous improvement. public safety
· Enforce laws
· Eliminate secondary accidents
· Coordinate response
· Ensure scene responder and
Develop Incentive/Disincentive Contracts with Towing and Recovery and
public safety
HAZMAT Responders
· Minimize delays
Enhance the performance and responsiveness of the towing and recovery community · Maintain capacity
through the use of certification/training requirements, to-scene response times, · Control traffic
availability of the proper equipment and trained personnel upon first-time arrival, and
speed and safety in towing and recovery activities.
· Establish basis for field activity
Develop Regular Reporting Mechanism
performance improvement
Determine use of data for both performance improvement in field and progress in service · Customer service reporting
for customer reporting and devel op regular reporting mechanisms.
Readiness to Advance
· Use of advanced techniques and technologies to automate some of the data collection process.
· Use of the metrics to dispel "myths" about current practices and develop continuous improvements.
· Conduct baseline levels of analysis (e.g., summary statistics, trend analysis) to assess overall ETO objectives by agency or
participant.
· Basis for budget justification and program enhancements.
· Prioritize training activities.
· Develop outreach with non-traditional partners.
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GUIDE FOR EMERGENCY TRANSPORTATION OPERATIONS
Table 20. Strategy 4 Advanced-Level Tactics
Tactics Key Objectives Addressed
Refine/expand performance measures consistent with network and objectives scope. · Ensure scene responder and
public safety
· Minimize delays
· Maintain capacity
· Control traffic
Conduct formal interagency evaluation of performance and establish next-level · Ensure scene responder and
improvement targets. public safety
· Minimize delays
· Maintain capacity
· Control traffic
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