Below is an outline of the subjects that will be presented and discussed during the formal classroom training portion of the program.

  1. Overview

    • What is operations?
    • The Customer vs. the Institutions
      • What do traveler’s need for mobility?
      • What is adequate customer service?
      • Who are the providers of infrastructure operations (roles, relationships, etc.)
      • What is missing
    • The institutional agenda
      • Build, preserve, operate, enforce, advise related to the supply network
      • What is the current state-of-play in operations
      • What are the roles of the players and are they doing their jobs?
      • The role of the State DOT in operations
      • Are agencies organized and managed for operations?
    • How does it operations relate to ITS?
    • Ingredients of operations (overview – setting the stage for the rest of the course)
      • Operations as a system
      • Relevance and leverage
      • Performance measures
      • Customer service
      • Organization
      • Management
  2. Operations as a system
    • Review of pre-study material
    • Supply-demand concepts
    • Thinking regionally (What is a region, scale of system, travel-shed, not jurisdictions)
    • Corridor management
    • Concept of operations
    • Engineering tools and dimensions (control, communications, analysis, maintenance)
  3. Relevance and leverage
    • Definition of mobility
    • Relation to systems engineering
    • Scale of impacts compared with new construction
    • Benefits and costs
  4. Performance measures
    • Importance of performance measurement
      • Incentivize staff
      • Internal communications
      • External communications (what do the public and elected officials want to hear?)
    • What measures are unique to operations?
      • Mobility
      • Safety
      • Maintenance
    • What is good enough? (Is perfect the enemy of good?)
    • Data sources and analysis techniques
    • Technology
  5. Customer service
    • Definition of customers (households, businesses, trucks, travelers, commuters, etc.)
    • Just-in-time delivery (commercial impacts of operations)
    • What are customers’ expectations?
    • How do we communicate with customers?
      • Status/performance reporting
      • Response to inquiries/complaints, etc.
      • Innovative approaches
        1. Personalized intersection monitoring
        2. Telephone numbers on VMS
    • Customer satisfaction surveys (implementation and interpretation)
    • Annual reports
  6. Organization
    • Legacy structure (mission, etc.)
    • Case studies with representative organizational structures
    • Stovepiping – the enemy of operations
    • Organizational alternatives (matrix vs. tree)
    • Headquarters vs. district
  7. Management
    • Staff incentives and management
    • Differences between public and private sector management
    • Planning for operations
    • Project management (is it still relevant – accountability related to mission)
    • Contracting
    • Outsourcing
    • Funding and budgeting
    • “Selling” operations internally