5.1.10 Performance Measures
Road agencies generally collect information about all aspects of traffic incidents (such as the arrival and departure times of all response vehicles) and use performance measures to quantify the effectiveness of the overall incident management process. Measures used include number (or frequency) of incidents, detection time, response time and clearance time.
A possible framework for performance measurement which looks at inputs, processes and outputs is shown in Table 5.3.
|Incident management||Detection and verification.||Response, performance evaluation and review.||Minimise traffic delays; maintain safety.|
Number of incidents (by category: major, intermediate, minor).
Time to detect, verify.
Response time of responders.
Response time (detection to activation).
Number of traffic diversions.
Time to clear incidents.
Duration of incidents.
Number of responses to enquiries.
Relationships with responders.
Major incident debrief/audit.
Delays due to incidents.
Customer satisfaction (complaints, media reports).
Source: Austroads (2007a).