Public agencies benefit from measuring their performance as it helps to focus employee and organizational activities. State departments of transportation have become more performance-oriented over the past two decades and routinely collect data on highway safety, infrastructure condition, system operations, project delivery, winter maintenance, transit, bicycle and pedestrian facilities, and customer service. While the Kentucky Transportation Cabinet (KYTC) use performance measures in a variety of areas, the agency wants to adopt new metrics related to mobility and the responsiveness of maintenance operations. This report documents performance measurement strategies used at state transportation agencies throughout the country and proposes new performance measures in these areas for KYTC. Among the performance measures put forward to the Cabinet, the following ones ranked most highly: (1) response times for complaints and potholes, (2) contract response time, (3) percentage of time and money spent on routine and emergency maintenance of drainage, guardrail, and cable median barriers, (4) response time to repair guardrail and cable median barriers, and (5) winter maintenance operations. As KYTC further integrates performance measures into its operations, it is critical to clearly communicate performance information to the public using tools such as online dashboards and reports.

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© 2021 University of Kentucky, Kentucky Transportation Center

Information may not be used, reproduced, or republished without KTC’s written consent.

The contents of this report reflect the views of the authors, who are responsible for the facts and accuracy of the data presented herein. The contents do not necessarily reflect the official views or policies of the University of Kentucky, the Kentucky Transportation Center, the Kentucky Transportation Cabinet, the United States Department of Transportation, or the Federal Highway Administration. This report does not constitute a standard, specification, or regulation. The inclusion of manufacturer names or trade names is for identification purposes and should not be considered an endorsement.