Performance measurement of infrastructure functionality pertaining at section and network levels has become a fundamental point in the management of road administration. The development and application of performance-related specifications requires that the road administration create a system for the measurement of the quality of service provided, but often it does not consider the non-technical point of view of the user/customer. Thus, itis necessary to shift attention towards the perceived quality of the service to measure user satisfaction. The Province of Florence, Italy has developed a double experience in "road global service" by outsourcing the operation and management of a section of a dual carriageway expressway (with two lanes in each direction 100 km in length) as well as a part of its own road network (about 300 km in length). For contract management in both cases, the administration developed a system for verifying the trend of many performance indicators. In addition, periodic surveys were made to measurecustomer satisfaction. Comprehensive evaluation of these aspects of quality service is important for enabling decision makers in strategic management of available financial resources. The final aim is a closer agreement between desired and conditions obtainable with available resources, thus individuating sustainable quality and improving road safety awareness. For the covering abstract see ITRD E139491.
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