The objective of this research was to undertake a comprehensive and systematic examination of the way agencies should be organized to successfully execute operations programs that improve travel time reliability. The following types of questions were examined at the outset of this research: How does operations fit into a transportation agency’s overall program? What changes can be made in agency culture and training to promote operations? Which local and regional public agencies and private-sector organizations are essential to the various aspects of operations? Are there emerging technologies, systems, or organizational structures that can be used to advance intra-agency and interagency communications and therefore operations? The research addressed a large number of topics concerning organizational and institutional approaches that could enhance highway operations and travel time reliability. The most fruitful investigation was identification of the Capability Maturity Model, used extensively in the information technology field for organizational self-assessment and continuous improvement of quality and reliability. The researchers recognized that a version of the Capability Maturity Model could be developed and applied to highway operations and in turn travel time reliability. Elements defining different levels of maturity include culture/ leadership, organization and staffing, resource allocation, and partnerships. As a part of the research, two companion publications were produced – this report and a guide – and refined through workshops involving operations managers, executives, and others. (Author/publisher)
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