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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. 43

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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. 44

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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 45