Guide to Integrating Business Processes to Improve Travel Time Reliability (2011)

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Guide to Integrating Business Processes to Improve Travel Time Reliability S2-L01-RR-2

TRANSPORTATION RESEARCH BOARD 2011 EXECUTIVE COMMITTEE* OFFICERS Chair: Neil J. Pedersen, Administrator, Maryland State Highway Administration, Baltimore Vice Chair: Sa,dra Rosenbloom, Professor of Planning, University of Arizona, Tucson Executive Director: Robert E. Skinner, Jr., Transportation Research Board MEMBERS J. Barry Barker, Executive Director, Transit Authority of River City, Louisville, Kentucky Deborah H. Butler, Executive Vice President, Planning, and CIO, Norfolk Southern Corporation, Norfolk, Virginia William A. V. Clark, Professor, Department of Geography, University of California, Los Angeles Eugene A. Conti, Jr., Secretary of Transportation, North Carolina Department of Transportation, Raleigh James M. Crites, Executive Vice President of Operations, Dallas–Fort Worth International Airport, Texas Paula J. Hammond, Secretary, Washington State Department of Transportation, Olympia Michael W. Hancock, Secretary, Kentucky Transportation Cabinet, Frankfort Adib K. Kanafani, Cahill Professor of Civil Engineering, University of California, Berkeley (Past Chair, 2009) Michael P. Lewis, Director, Rhode Island Department of Transportation, Providence Susan Martinovich, Director, Nevada Department of Transportation, Carson City Michael R. Morris, Director of Transportation, North Central Texas Council of Governments, Arlington (Past Chair, 2010) Tracy L. Rosser, Vice President, Regional General Manager, Wal-Mart Stores, Inc., Mandeville, Louisiana Steven T. Scalzo, Chief Operating Officer, Marine Resources Group, Seattle, Washington Henry G. (Gerry) Schwartz, Jr., Chairman (retired), Jacobs/Sverdrup Civil, Inc., St. Louis, Missouri Beverly A. Scott, General Manager and Chief Executive Officer, Metropolitan Atlanta Rapid Transit Authority, Atlanta, Georgia David Seltzer, Principal, Mercator Advisors LLC, Philadelphia, Pennsylvania Lawrence A. Selzer, President and CEO, The Conservation Fund, Arlington, Virginia Kumares C. Sinha, Olson Distinguished Professor of Civil Engineering, Purdue University, West Lafayette, Indiana Thomas K. Sorel, Commissioner, Minnesota Department of Transportation, St. Paul Daniel Sperling, Professor of Civil Engineering and Environmental Science and Policy; Director, Institute of Transportation Studies; and Interim Director, Energy Efficiency Center, University of California, Davis Kirk T. Steudle, Director, Michigan Department of Transportation, Lansing Douglas W. Stotlar, President and Chief Executive Officer, Con-Way, Inc., Ann Arbor, Michigan C. Michael Walton, Ernest H. Cockrell Centennial Chair in Engineering, University of Texas, Austin (Past Chair, 1991) EX OFFICIO MEMBERS Peter H. Appel, Administrator, Research and Innovative Technology Administration, U.S. Department of Transportation J. Randolph Babbitt, Administrator, Federal Aviation Administration, U.S. Department of Transportation Rebecca M. Brewster, President and COO, American Transportation Research Institute, Smyrna, Georgia Anne S. Ferro, Administrator, Federal Motor Carrier Safety Administration, U.S. Department of Transportation LeRoy Gishi, Chief, Division of Transportation, Bureau of Indian Affairs, U.S. Department of the Interior John T. Gray, Senior Vice President, Policy and Economics, Association of American Railroads, Washington, D.C. John C. Horsley, Executive Director, American Association of State Highway and Transportation Officials, Washington, D.C. David T. Matsuda, Deputy Administrator, Maritime Administration, U.S. Department of Transportation Victor M. Mendez, Administrator, Federal Highway Administration, U.S. Department of Transportation William W. Millar, President, American Public Transportation Association, Washington, D.C. (Past Chair, 1992) Tara O’Toole, Under Secretary for Science and Technology, U.S. Department of Homeland Security Robert J. Papp (Adm., U.S. Coast Guard), Commandant, U.S. Coast Guard, U.S. Department of Homeland Security Cynthia L. Quarterman, Administrator, Pipeline and Hazardous Materials Safety Administration, U.S. Department of Transportation Peter M. Rogoff, Administrator, Federal Transit Administration, U.S. Department of Transportation David L. Strickland, Administrator, National Highway Traffic Safety Administration, U.S. Department of Transportation Joseph C. Szabo, Administrator, Federal Railroad Administration, U.S. Department of Transportation Polly Trottenberg, Assistant Secretary for Transportation Policy, U.S. Department of Transportation Robert L. Van Antwerp (Lt. General, U.S. Army), Chief of Engineers and Commanding General, U.S. Army Corps of Engineers, Washington, D.C. Barry R. Wallerstein, Executive Officer, South Coast Air Quality Management District, Diamond Bar, California * Membership as of April 2011.

THE SECOND STRATEGIC HIGHWAY RESEARCH PROGRAM Kimley-Horn and Associates, Inc. In association with PB Consult TRANSPORTATION RESEARCH BOARD Washington, D.C. 2011 www.TRB.org Guide to Integrating Business Processes to Improve Travel Time Reliability SHRP 2 Report S2-L01-RR-2

SUBSCRIBER CATEGORIES Administration and Management Highways Operations and Traffic Management

THE SECOND STRATEGIC HIGHWAY RESEARCH PROGRAM America’s highway system is critical to meeting the mobility and economic needs of local communities, regions, and the nation. Developments in research and technology—such as advanced materials, communications technology, new data collection technologies, and human factors science—offer a new opportunity to improve the safety and reliability of this important national resource. Breakthrough resolution of significant transportation problems, however, requires concentrated resources over a short time frame. Reflecting this need, the second Strategic Highway Research Program (SHRP 2) has an intense, large-scale focus, integrates mul- tiple fields of research and technology, and is fundamentally different from the broad, mission-oriented, discipline-based research programs that have been the mainstay of the high- way research industry for half a century. The need for SHRP 2 was identified in TRB Special Report 260: Strategic Highway Research: Saving Lives, Reducing Congestion, Improving Quality of Life, pub- lished in 2001 and based on a study sponsored by Congress through the Transportation Equity Act for the 21st Cen- tury (TEA-21). SHRP 2, modeled after the first Strategic Highway Research Program, is a focused, time-constrained, management-driven program designed to complement existing highway research programs. SHRP 2 focuses on applied research in four areas: Safety, to prevent or reduce the severity of highway crashes by understanding driver behavior; Renewal, to address the aging infrastructure through rapid design and construction methods that cause minimal disruptions and produce lasting facilities; Reli- ability, to reduce congestion through incident reduction, management, response, and mitigation; and Capacity, to integrate mobility, economic, environmental, and commu- nity needs in the planning and designing of new transporta- tion capacity. SHRP 2 was authorized in August 2005 as part of the Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (SAFETEA-LU). The program is managed by the Transportation Research Board (TRB) on behalf of the National Research Council (NRC). SHRP 2 is conducted under a memorandum of understanding among the American Association of State Highway and Transportation Officials (AASHTO), the Federal Highway Administration (FHWA), and the National Academy of Sci- ences, parent organization of TRB and NRC. The program provides for competitive, merit-based selection of research contractors; independent research project oversight; and dissemination of research results. Cover photo: © iStockphoto.com/Dan Barnes SHRP 2 Report S2-L01-RR-2 ISBN: 978-0-309-12904-6 Library of Congress Control Number: 2011936479 © 2011 National Academy of Sciences. All rights reserved. COPYRIGHT INFORMATION Authors herein are responsible for the authenticity of their materials and for obtaining written permissions from pub- lishers or persons who own the copyright to any previously published or copyrighted material used herein. The second Strategic Highway Research Program grants permission to reproduce material in this publication for classroom and not-for-profit purposes. Permission is given with the understanding that none of the material will be used to imply TRB, AASHTO, or FHWA endorsement of a particular product, method, or practice. It is expected that those reproducing material in this document for educa- tional and not-for-profit purposes will give appropriate ac- knowledgment of the source of any reprinted or reproduced material. For other uses of the material, request permission from SHRP 2. Note: SHRP 2 report numbers convey the program, focus area, project number, and publication format. Report num- bers ending in “w” are published as web documents only. NOTICE The project that is the subject of this report was a part of the second Strategic Highway Research Program, conducted by the Transportation Research Board with the approval of the Governing Board of the National Research Council. The members of the technical committee selected to moni- tor this project and to review this report were chosen for their special competencies and with regard for appropriate balance. The report was reviewed by the technical commit- tee and accepted for publication according to procedures established and overseen by the Transportation Research Board and approved by the Governing Board of the Na- tional Research Council. The opinions and conclusions expressed or implied in this report are those of the researchers who performed the re- search and are not necessarily those of the Transportation Research Board, the National Research Council, or the pro- gram sponsors. The Transportation Research Board of the National Acad- emies, the National Research Council, and the sponsors of the second Strategic Highway Research Program do not en- dorse products or manufacturers. Trade or manufacturers’ names appear herein solely because they are considered es- sential to the object of the report. SHRP 2 REPORTS Available by subscription and through the TRB online bookstore: www.TRB.org/bookstore Contact the TRB Business Office: 202.334.3213 More information about SHRP 2: www.TRB.org/SHRP 2

The National Academy of Sciences is a private, nonprofit, self-perpetuating society of distinguished schol- ars engaged in scientific and engineering research, dedicated to the furtherance of science and technology and to their use for the general welfare. On the authority of the charter granted to it by the Congress in 1863, the Academy has a mandate that requires it to advise the federal government on scientific and techni- cal matters. Dr. Ralph J. Cicerone is president of the National Academy of Sciences. The National Academy of Engineering was established in 1964, under the charter of the National Academy of Sciences, as a parallel organization of outstanding engineers. It is autonomous in its administration and in the selection of its members, sharing with the National Academy of Sciences the responsibility for advis- ing the federal government. The National Academy of Engineering also sponsors engineering programs aimed at meeting national needs, encourages education and research, and recognizes the superior achieve- ments of engineers. Dr. Charles M. Vest is president of the National Academy of Engineering. The Institute of Medicine was established in 1970 by the National Academy of Sciences to secure the services of eminent members of appropriate professions in the examination of policy matters pertaining to the health of the public. The Institute acts under the responsibility given to the National Academy of Sciences by its congressional charter to be an adviser to the federal government and, upon its own initia- tive, to identify issues of medical care, research, and education. Dr. Harvey V. Fineberg is president of the Institute of Medicine. The National Research Council was organized by the National Academy of Sciences in 1916 to associate the broad community of science and technology with the Academy’s purposes of furthering knowledge and advising the federal government. Functioning in accordance with general policies determined by the Academy, the Council has become the principal operating agency of both the National Academy of Sci- ences and the National Academy of Engineering in providing services to the government, the public, and the scientific and engineering communities. The Council is administered jointly by both Academies and the Institute of Medicine. Dr. Ralph J. Cicerone and Dr. Charles M. Vest are chair and vice chair, respectively, of the National Research Council. The Transportation Research Board is one of six major divisions of the National Research Council. The mission of the Transportation Research Board is to provide leadership in transportation innovation and progress through research and information exchange, conducted within a setting that is objective, interdis- ciplinary, and multimodal. The Board’s varied activities annually engage about 7,000 engineers, scientists, and other transportation researchers and practitioners from the public and private sectors and academia, all of whom contribute their expertise in the public interest. The program is supported by state transpor- tation departments, federal agencies, including the component administrations of the U.S. Department of Transportation, and other organizations and individuals interested in the development of transportation. www.TRB.org www.national-academies.org

SHRP 2 STAFF Neil F. Hawks, Director Ann M. Brach, Deputy Director Kizzy Anderson, Senior Program Assistant, Implementation Stephen Andrle, Chief Program Officer, Capacity James Bryant, Senior Program Officer, Renewal Mark Bush, Senior Program Officer, Renewal Kenneth Campbell, Chief Program Officer, Safety JoAnn Coleman, Senior Program Assistant, Capacity Eduardo Cusicanqui, Finance Officer Walter Diewald, Senior Program Officer, Safety Jerry DiMaggio, Implementation Coordinator Charles Fay, Senior Program Officer, Safety Carol Ford, Senior Program Assistant, Safety Elizabeth Forney, Assistant Editor Jo Allen Gause, Senior Program Officer, Capacity Abdelmename Hedhli, Visiting Professional Ralph Hessian, Visiting Professional Andy Horosko, Special Consultant, Safety Field Data Collection William Hyman, Senior Program Officer, Reliability Linda Mason, Communications Officer Michael Miller, Senior Program Assistant, Reliability Gummada Murthy, Senior Program Officer, Reliability David Plazak, Senior Program Officer, Capacity and Reliability Monica Starnes, Senior Program Officer, Renewal Noreen Stevenson-Fenwick, Senior Program Assistant, Renewal Charles Taylor, Special Consultant, Renewal Dean Trackman, Managing Editor Hans van Saan, Visiting Professional Pat Williams, Administrative Assistant Connie Woldu, Administrative Coordinator Patrick Zelinski, Communications Specialist

vii This work was sponsored by the Federal Highway Administration in cooperation with the American Association of State Highway and Transportation Officials. It was conducted in the second Strategic Highway Research Program (SHRP 2), which is administered by the Transportation Research Board of the National Academies. The project was managed by David Plazak, Senior Program Officer for SHRP 2 Capacity and Reliability. The research reported herein was performed by Kimley-Horn and Associates, Inc. (KHA) and PB Consult. KHA was the prime contractor for this study, and PB Consult served as subconsultant. Pierre Pretorius, PE, Senior Vice President at KHA, served as project manager and co-principal investigator. Lisa M. Burgess, Vice President at KHA, was the co-principal investigator. The other authors of this report and members of the research team were Thomas M. Fowler, PE, PTOE, Vice President, KHA; Jeffery W. Dale, PE, Project Engineer, KHA; Deanna Townsend, Analyst, KHA; Amy Lewis, PE, Project Engineer, KHA; Amanda R. Good, Analyst, KHA; and Steve Lockwood, PB Consult, review/technical adviser. Numerous representatives from the selected case study programs were interviewed by the research team and provided valuable input to the research effort. They include Rick Phillips, Incident Response Program Manager, Washington State Department of Transportation; Patrick Odom, Traffic Incident Management and Road Ranger Program Manager, Florida Department of Transportation; David Grant, Group Man- ager of ATM, Highways Agency, United Kingdom; Joseph Ishak, PE, Central Work Zone Traffic Control Section Engineer, North Carolina Department of Transporta- tion; Jennifer Portanova, PE, Project Design Engineer, North Carolina Department of Transportation; Catharine Jensen, Transportation Planner, Michigan Department of Transportation; Leslie Spencer-Fowler, ITS Program Manager, Kansas Department of Transportation; Mick Halter, PE, Retired District One Metro Engineer, Kansas ACKNOWLEDGMENTS

viii Department of Transportation; Lt. Brian Basore, Kansas Highway Patrol; Lt. Paul Behm, Kansas Highway Patrol; Danielle Deneau, PE, Signal Operations Engineer, Road Commission for Oakland County, Michigan; Capt. Jim Mynesberge, Auburn Hills Police Department, Michigan; Denise Inda, PE, PTOE, Assistant Chief Opera- tions Engineer, Nevada Department of Transportation; Mike Fuess, PE, PTOE, Dis- trict 2 Traffic Engineer, Nevada Department of Transportation; John Talbott, District 2 Road Operations Center, Nevada Department of Transportation; Faisal Saleem, ITS Program Manager, Maricopa County Department of Transportation, Arizona; Jeff Georgevich, Senior Program Coordinator, Oakland County Metropolitan Transporta- tion Commission, California; and Vamsi Tabjulu, Arterial Operations Program Man- ager, Oakland County Metropolitan Transportation Commission, California. The SHRP 2 Reliability Project L01 workshop Integrating Business Processes to Improve Travel Time Reliability was held in Phoenix, Ariz., from May 5 to 6, 2009. Attendees were Natalie Bettger, Senior Program Manager, North Central Texas Council of Governments; Mark Bush, PE, PTOE, Program Manager for Operations, Amer- ican Association of State Highway and Transportation Officials; John Corbin, PE, PTOE, State Traffic Engineer, Wisconsin Department of Transportation; John Conrad, PE, CH2M Hill; Leslie Spencer-Fowler, ITS Program Manager, Kansas Department of Transportation; Catharine Jensen, Transportation Planner, Michigan Department of Transportation; Galen McGill, PE, Intelligent Transportation Systems Manager, Oregon Department of Transportation; Terry Mullins, Bureau Chief, Bureau of Emergency Medical Services and Trauma Systems, Arizona Department of Health Services; Rick Nelson, PE, Assistant Director of Operations, Nevada Department of Transportation; David Plazak, Senior Program Officer, SHRP 2; Faisal Saleem, ITS Program Man- ager, Maricopa County Department of Transportation/AZTech; Battle Whitley, PE, Division Operations Engineer, North Carolina Department of Transportation; Lisa M. Burgess, Vice President, KHA; Jeffery W. Dale, PE, Project Engineer, KHA; Thomas M. Fowler, PE, PTOE, Vice President, KHA; Amanda R. Good, Analyst, KHA; and Pierre Pretorius, PE, Senior Vice President, KHA.

ix FOREWORD Improving travel time reliability is an emerging business activity for transportation agencies in the United States. To improve the reliability of travel times on their road- way networks, transportation agencies must advance on a number of fronts. These include collecting and analyzing data; integrating travel time reliability considerations into planning, programming, and project delivery; adopting innovative operational strategies and technologies; and modifying their institutional structures and business practices surrounding traffic operations. The report and accompanying guide explore various ways that transportation agencies can reengineer their day-to-day business practices to improve traffic operations, address nonrecurring traffic congestion, and improve the reliability of travel times delivered to roadway system users. The report for this project (2) is based on a series of case studies that describe successful business processes. The case studies show how business processes were suc- cessfully reengineered in operational areas such as traffic incident management (TIM), work zone management, planned special event management, road weather manage- ment, and traffic control system management. Students of traffic operations will rec- ognize these subject areas as corresponding to five of the seven causes of nonrecurring traffic congestion. (The two omissions concern inadequate base roadway capacity and fluctuations in travel demand.) The research report and guide also provide a detailed introduction to one of the most useful tools for business process reengineering: business process mapping. An approach to business process mapping developed by the IBM Corporation for use in automating business processes, called Business Process Modeling Notation (BPMN), is used in the report and guide. This approach proved highly adaptable to business pro- cesses related to traffic operations. BPMN uses a straightforward graphical approach to business processes, illustrating them with objects, flows, pools, and lanes. Business processes diagrammed using BPMN are simple to comprehend and communicate. David J. Plazak SHRP 2 Senior Program Officer, Capacity and Reliability

xThis guide, which focuses on showing how to use BPMN for mapping traffic oper- ations business processes, the report, and other SHRP 2 Reliability products related to institutional structures and business process reengineering are intended to help trans- portation agencies move forward in addressing nonrecurring traffic congestion and delivering more reliable travel times on their highway networks.

xi The purpose of the SHRP 2 Reliability Project L01, Integrating Business Processes to Improve Travel Time Reliability, is to assist transportation agency and authority man- agers in assessing their business processes for transportation system operations and in developing and integrating key business processes to improve travel time reliability. Reliability of the transportation network, which can be defined as the consistency of travel time for a particular trip, is dependent on many agencies and many processes; often these independent business processes must work together to achieve reliability objectives. Travel conditions on streets and highways are significantly affected by con- gestion triggers such as incidents, work zones, special events, and weather. The impact of each of these events on reliability can be minimized to some extent by processes put in place by various agencies. Furthermore, where there are opportunities to imple- ment improved processes or enhance current procedures by integrating processes from one or more agencies, there can be a significant reduction in the impact of congestion triggers. For example, the impact of an incident on reliability will be influenced by fire and emergency medical service (EMS) response to aid victims, police response to in- vestigate and clear the incident, and transportation’s response to provide detours and advance traveler information. Reliability may be improved when the various processes are integrated with common goals, such as improved reliability built into each of the different processes. Information for this project was gathered through literature reviews; a workshop conducted with representatives from federal, state, and local planning and operations agencies (1); and a series of 10 case studies. Information from the research is presented in Integrating Business Processes to Improve Travel Time Reliability (2). PREFACE