Lesson

Apply process re-engineering techniques to increase the likelihood of successful ITS deployment.

Maryland, New York, and Connecticut's experience with electronic toll collection and electronic screening.


12/2/2005
Connecticut,United States; Maryland,United States; New York,United States


Background (Show)

Lesson Learned

The experiences from the Electronic Toll Collection/Electronic Screening Interoperability Pilot Test project yielded some lessons learned on the need for process re-engineering.

Implement process re-engineering methods to support the deployment of new technologies and systems. The management structure established by the Maryland Department of Transportation (MDOT) to oversee the ETC/E-screening deployment in Maryland included all the appropriate stakeholder groups, was led by a project manager, and included technical staff. Unfortunately, while the deployment was successfully completed, it does not appear that the process re-engineering needed to integrate E-screening into ongoing MdTA (Maryland Transportation Authority) and other State agency programs was fully successful. ETC for Commercial Motor Vehicles (CMV), however, has been successfully integrated, as evidenced by the significant levels of market penetration and the processes by which MdTA has successfully addressed initial deployment problems.

With respect to E-screening, the process re-engineering should include the following:
  • Use established systems engineering processes. Given that the project was deployed as a Pilot Project, the E-screening system was not developed within the existing MDOT IT infrastructure and did not utilize the existing systems engineering processes established for the State. Although the intent was to bring on a third-party vendor to provide ongoing maintenance and support, the delays in state-wide deployment of E-screening resulted in this support being provided by MdTA IT staff that did not have adequate familiarity with the system.
    Such systems development should be done using the existing processes and methodologies established for the deploying agency. This approach ensures that the system will be integrated with existing systems, and in turn, be included in technical and budget processes. This approach will also ensure that the appropriate documentation is developed to support long-term operations.
  • Conduct a human factors assessment. The system was not fully integrated into the daily work flow of the Perryville Weigh Station, and as a result, did not provide the anticipated level of benefit. It is critical that the deployment of such systems include a human factors assessment that integrates E-screening, or any new system, into the daily work processes of staff that will be using the system. This may include a re-design of consoles or workstations, training, or restructuring of work assignments. An assessment should be done to determine how to integrate a new activity such as E-screening with existing work activities and processes. Integrating the new activity workflow into the current daily workflow will help to maximize the benefits of new system.
  • Make changes to support the business model. While MdTA and MDOT provided full support to the project, the project did introduce a new business process (E-screening) to the agency that did not fit with the agency's existing business model. Introducing such a new program, in particular, one that requires an extensive level of budget and technical support, requires that senior management buy into the program, and that the necessary resources are allocated. It is also important to make the necessary operational changes needed to integrate a new program into the existing business model. Ensuring that the new system is integrated into the agency business processes will help to ensure that it is not deployed as a stand alone system.

The experiences from the electronic toll collection/electronic screening project demonstrated the importance of process re-engineering to support the deployment of new technologies and systems. By following accepted systems engineering and human factors engineering processes and techniques to support process re-engineering activities, the likelihood of successful ITS deployment will increase. Process re-engineering increases the productivity of ITS investments.


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Source

Electronic Toll Collection/Electronic Screening Interoperability Pilot Project Final Report Synthesis

Author: Owens, Nicholas D.

Published By: Prepared by SAIC for the USDOT FHWA

Source Date: 12/2/2005

EDL Number: 14256

Other Reference Number: Report No. FHWA-OP-03-XXX

URL: http://ntl.bts.gov/lib//jpodocs/repts_te//14256.htm

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Lesson Contacts

Lesson Contact(s):

Nicholas D. Owens
SAIC
703-676-2408
owensni@saic.com

Lesson Analyst:

Brian Philips
Noblis
202-863-3659
brian.philips@noblis.org


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Notes

Lesson of the Month for August, 2008 !


Lesson ID: 2006-00261