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Journey Management

Journey Management. Nigel D’Ath Journey Manager Bay of Plenty. RTIM Seminar 18 March 2014. Transportation trends and challenges. Trends. Challenges. Response. Population growth and demographic change. Significant growth in freight activity.

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Journey Management

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  1. Journey Management Nigel D’Ath Journey Manager Bay of Plenty RTIM Seminar 18 March 2014

  2. Transportation trends and challenges Trends Challenges Response Population growth and demographic change Significant growth in freight activity A more adaptable and resilient NZ Transport Agency and One Network Changes in our economic structure Large increases in demand for road and rail public transport Resources Some increases in total demand for private vehicle travel Technology

  3. International experiences • - PIARC World Road Association Road Network Operations Handbook (abridged) The transport world is becoming increasingly [customer]-driven. • Customers want to make informed decisions. • Focus is shifting to management of congestion • Minimisation of unpredictable delays, greater safety and personal security.

  4. Where we came from Plan Build Maintain Operate

  5. Becoming a road network operator From To • Road capacity • Network optimisation • Safe roads • Safe system • Project feasibility • Business cases • Maintenance contracts • Network outcomes contracts

  6. What is a road network operator? From To • Building and maintaining • state highway infrastructure • Providing services for our customers

  7. Where is HNO M&O going? • Customer focussed and aligned • Value for money • Outcome focussed • Closer relationship with TLAs

  8. Were is HNO M&O going? • Four new M&O roles: • Maintenance contract manager • Network manager • Asset management integrator • Journey manager one network

  9. New M&O Roles Collective regional agreement on direction, tactics, and performance • Journey Manager • Maintenance Contract Manager • Network Manager • Asset Management Integrator • One Network and customer advocate • TLA and road user relationships • Drives operational network performance improvements • Network owner • Corridor management and traffic management • Technical support • Work programme and budgets • Strategic and tactical asset management • Regional and national asset management integration • Work closely with the network managers • Contract Management and Performance • Works with Primary Supplier to deliver levels of service • Monitors overall contract performance

  10. What is Journey Management? • Advocates One Network • Balance supply and demand • Manage temporary conditions • Offers operationalservices • Requires collaboration • Highly customer focussed

  11. Journey Experience Journeys can be thought of as being affected by two things: delays or hazards To B Hazards Delays From A

  12. Journey Experience Delays and hazards are caused by three types of events: unplanned, planned or recurring. To B Unplanned events are ones we don’t control Planned events are ones we can control From A Recurring events are ones that happen regularly , such as urban congestion

  13. Journey Experience Journey Management Variability in journey time due to temporary events Hazards due to temporary events Journey experience Journey time in permanent conditions Hazards due to permanent conditions

  14. Journey Experience Journey Management Delay due to unplanned events Hazards due to unplanned events Delay due to planned events Hazards due to planned events Journey experience Delay due to recurring events Hazards due to recurring events Journey time in permanent conditions Hazards due to permanent conditions

  15. Improving Journey Experience Monitor Inform Manage Optimise Delay due to unplanned events Hazards due to unplanned events Delay due to planned events Hazards due to planned events Journey experience Delay due to recurring events Hazards due to recurring events Journey time in permanent conditions Hazards due to permanent conditions

  16. Operational Services • Monitor – we know what’s happening • Inform – we inform our customers • Manage – we manage the impact of events • Optimise – we find ways to continuously improve

  17. Operational Services Seem familiar? These services are offered by the transport operation centres (TOC’s) Journey management rationale led to the TOC’s. They are critical for delivering operational services Journey Managers will work closely with the TOC’s

  18. Operational Services Integration We seek to integrate operational services offered by regions and organisations, where it will improve the value for customers. Identify services for customers Improve our liaison Integrate systems and processes Jointly manage services Fully integrated services

  19. Integrated Services serve journeys Customers don’t care about boundaries. We need to look outside our area of operation. Area of interest Area of influence Incident Area of operation

  20. Customer Insight • By virtue of these closer relationships, Journey managers will become customer advocates

  21. Journey Management Goals Strive to improve the value of operational services to customers Our shared objective Our desired outcomes Understand and demonstrably improve network performance in time and space Regions and TOCs working together to deliver seamless operational services Closer relationships with customers and stakeholders Improved consistency in the delivery of operational services Making best use of existing networks for the movement of people and goods Making better use of existing and future investments (people and resources) Be recognised as advocates for NZTA's customers and for delivering tangible benefits Improved response to the impacts of changes in network conditions. For example, responding to impact of road closures rather than the road closure itself Improved engagement with TLAs and integrating operational services with them where appropriate Our outputs Journey Managers are leading priority outputs all around New Zealand

  22. Journey management strives to improve the value of operational services to customers Customer feedback and insight Customers get what they need from us Collaboration and customer focus TLA relationships Manage Closer relationships with customers and stakeholders More consistency in M&O Optimise Network performance measurements More integrated services Inform Transport operator relationships Improving network performance Monitor Making best use of existing network One network and journey principles We all work together seamlessly Advice and support from TOCs

  23. Right now • Appointment of Journey managers and M&O roles • Planned event traffic management practices • Unplanned event relationships and procedures • Traveller information • 0800 4 HIGHWAYS

  24. In summary • Trends and challenges are changing the way we work • Journey management is part of a shift toward more customer focus • Journey managers focus on managing temporary conditions • We are aiming to improve our operational services • We need to collaborate and integrate the way we work together

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