Journey Management

Nigel D’AthJourney Manager

Bay of Plenty

RTIM Seminar18 March 2014

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Population growth and demographic change

Transportation trends and challenges

Changes in our economic structure

Resources

Technology

A more adaptable

and resilient NZ Transport

Agency and One

Network

Significant growth in freight activity

Large increases in demand for road and rail

public transport

Some increases in total demand for private

vehicle travel

Trends Challenges Response

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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.

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International experiences

- PIARC World Road Association Road Network Operations Handbook (abridged)

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Where we came from

Plan Maintain OperateBuild

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Becoming a road network operator

From To

Network optimisation

Safe system

Business cases

Network outcomes contracts

Road capacity

Safe roads

Project feasibility

Maintenance contracts

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Building and maintaining

state highway infrastructure

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What is a road network operator?

From

Providing services for

our customers

To

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Where is HNO M&O going?

• Customer focussed and aligned • Value for money• Outcome focussed• Closer relationship with TLAs

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Were is HNO M&O going?

• Four new M&O roles:• Maintenance contract manager• Network manager• Asset management integrator• Journey manager one network

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New M&O Roles

Collective regional agreement on direction, tactics, and performance

• 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

• Network owner• Corridor

management and traffic management

• Technical support• Work programme

and budgets

• One Network and customer advocate

• TLA and road user relationships

• Drives operational network performance improvements

Journey Manager

Network Manager

Asset Management

Integrator

Maintenance Contract Manager

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• Advocates One Network • Balance supply and demand • Manage temporary conditions• Offers operational services• Requires collaboration• Highly customer focussed

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What is Journey Management?

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Journey Experience

Delays Hazards

Journeys can be thought of as being affected by two things: delays or hazards

To B

From A

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Recurring events are ones that happen regularly , such as urban congestion

Journey Experience

Planned events are ones we can control

Unplanned events are ones we don’t control

Delays and hazards are caused by three types of events: unplanned, planned or recurring.

To B

From A

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Hazards due to temporary

events

Journey Experience

Variability in journey time due

to temporary

events

Journey time in permanent conditions

Hazards due to permanent conditions

Journey ManagementJourney

experience

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Journey experienc

e

Journey Experience

Delay due to unplanned

events

Delay due to planned events

Delay due to recurring

events

Hazards due to unplanned

events

Hazards due to planned events

Hazards due to recurring

events

Journey time in permanent conditions

Hazards due to permanent conditions

Journey Management

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Journey experienc

e

Delay due to unplanned

events

Delay due to planned events

Delay due to recurring

events

Hazards due to unplanned

events

Hazards due to planned events

Hazards due to recurring

events

Journey time in permanent conditions

Hazards due to permanent conditions

Improving Journey Experience

Monitor

Inform

Manage

Optimise

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• 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

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Operational Services

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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

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Operational Services Integration

Identify services

for customers

Integrate systems

and processes

Fully integrated services

Improve our

liaison

Jointly manage services

We seek to integrate operational services offered by regions and organisations, where it will improve the value for customers.

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Integrated Services serve journeys

Area of interest

Area of influence

Area of operation

Customers don’t care about boundaries.

We need to look outside our area of operation.

Incident

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Customer Insight

• By virtue of these closer relationships, Journey managers will become customer advocates

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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

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Journey management strives to improve the value of operational services to customers

One network

and journey

principles

Transport

operator

relationships

TLA relationships

Advice and

support from

TOCs

We all work together

seamlessly

Customers

get what

they need

from us

Customer feedback and insight

Monitor

OptimiseInform

Manage More

consistency

in M&OCloser relationships

with customers and

stakeholders

Network

performance

measurements Making best use

of existing network

Improving network performance

More integrated services

Collaboration and customer focus

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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

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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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