Customer Oriented Operations

Transcription

1 Maintenance & Roadway Operations Workshop Jersey City, NJ Customer Oriented Operations Enhancing Road Mobility April 2014

2 Content Brisa Group Operational Scope Technology - based Operations Patrolling Activities Customer Experience Conclusion Northwest Parkway and GoPass +40 Years defining state of the art & operational standards 2

3 Brisa Group A reference to the European Market a Portuguese recognized Brand 3

4 Brisa Group The market leader in Portugal Major shareholder in six concessions: 24 highways and 1678 kms (930 miles) Relevant Tolling Indicators 1470 employees 121 toll plazas comprising 547 exit lanes manned and 184 electronic 8 All Electronic Tolling (AET) sites International Footprint NWP Concession in Colorado, USA Tolling and Mobility Services, Holland OMT Services, India Environmental and Social Responsibility Indicators Environmental Protection Investment: 11.1m Research and Development Annual spending: 4.9 m Local communities support: 1.2 m Operational scope comprehends the Portuguese network backbone 4

5 Brisa Group International Business Expansion USA Holland Portugal India Technology and Operations capabilities as main assets 5

6 Brisa Group Centrally-supported Multi Concessions Brisa Group Motorway Concessions Services Other Businesses 100% 50% 60% Clearing 60% 70% 100% 100% Operations 36% 30% 15% 100% Engineering 40% 100% 100% Innovation and Technology 50% Technology - driven Operations 40% 6

7 Brisa O&M Central Operations for Multi-Concessions Tolling Operations Toll Collection on behalf of each concessionaire Back Office Operations Relation with external entities (e.g. Payment Gateway) Customer Management Traffic and Operations Centre (TOC) Full network Operations coverage Highway Patrolling Incident Management Accident Follow-up and link with Authorities Infrastructure Maintenance Small damage repairs quick intervention brigade Major repair intervention follow-up Grass cutting and other environmental activities Road Side Equipment maintenance (CCTV, VMS, ) Centralisation: efficiency and surveillance scope increase 7

8 Technology Based Operations Same information for different purposes Traffic Monitoring and Surveillance Along the 930miles: 207 VMS 71 Patrolling Vehicles Monitor, Control and Information Processing Dissemination to Customers Hotline Facebook 40 Meteorological Stations 1462 ECB 140 Road Sensors 735 CCTV 7 Tunnels 236 Bridges At the TOC: 24x7 operations Route Surveillance Traffic Monitoring Operations adjusted to weather conditions Incident Management Emergency Response Protocol Technology developed in-house Twitter Information for FM Radios Mobile App On-Line Traffic Information 8

9 Technological Platform developed by BIT Developed in-house, combining 40 years of experience Operations Maintenance Management Broadcasting Integrated, flexible, with knowledge embedded and using open standards 9

10 Technological Platform developed by BIT Developed in-house, combining 40 years of experience Operations Maintenance Management Broadcasting Integrated, flexible, with knowledge embedded and using open standards 10

11 Technological Platform developed by BIT Developed in-house, combining 40 years of experience Operations Maintenance Management Broadcasting Integrated, flexible, with knowledge embedded and using 11 open standards

12 Technological Platform developed by BIT Developed in-house, combining 40 years of experience Operations Maintenance Management Broadcasting Integrated, flexible, with knowledge embedded and using open standards 12

13 Highway Patrolling Operations on the road Total network coverage Mandatory according to Concession Agreements TOC controls Highway Patrolling Mechanical Assistance Incident Support Infrastructure surveillance The default activity for idle times Checkpoints communicated to the TMS Signalling for vehicle protection First-line mechanical intervention to stopped vehicles Tow-away call support Signalling Protection TOC Updates Incident reporting The direct link with the customer the eyes of the operation on the road Damage detection by accidents or unidentified Fence and drainage Support to road works ECB tests 13

14 Highway Patrolling Controls and Registers The TOC perspective Highway Patrolling Tracking Checkpoint register Shift control Automatic reporting Positioning Official information Information about patrolling activities is legally protected 14

15 Highway Patrolling Again, technology is vital Staff Rigorous recruiting highway patrolling drivers with technical knowledge & behavioural skills Specific training targeting emotional control, stress management, rescue & first aid, safe driving, client relationship, signalling and vehicle protection Mechanical training with the support of dominant brands Tools and Technology Vehicle is carrying the basic equipment for signalling and mechanical support Constant radio & mobile communication with TOC Vechicles are used as mobile VMS Embedded Console for customer invoicing and reporting Standard Operating Process +40 years of experience seeking constant improvement Annual simulations in controlled environments ISO 9001:2008 certified A balanced approach is the key to a recognized service 15

16 Incident Support A Real Case-study Road accident with heavy-goods vehicle carrying flour that lost control and overturned the central protections. Fuel leakage. TOC controls and deals with different stakeholders (Police, Media, Customers, ) centrally. Acknowledgement Resolution Closure [8:11] A Maintenance team (MT), circulating on the motorway, finds an accident and call TOC [8:13] TOC inspects with CCTV, triggers VMS and dispatches Patrolling Vehicle and Traffic Police [8:30] [8:14] Injured Rescue - One injured reported by MT Rescue Services called [8:24] Patrolling Vehicle reaches the spot [8:30] Arrival of Traffic Police A second Patrolling Vehicle was in stand-by mode at the closest Service Area waiting for instructions Truck repositioned - Heavy Tow-away Vehicle, Fire Brigade and Repairing Brigade called Truck removed from spot [15:11] Regular traffic conditions restored [8:11][8:24][8:33] [9:25] [11:26] [12:45] [14:48] [15:09] [15:11] Incident reporting Infrastructure damage identification & report Acknowledgement Traffic Conditions Restored 16

17 Incident Support A Real Case-study Final conclusions Highway Patrolling vehicle arrived 11 minutes after the call TOC followed-up and provided support to the incident & manage the traffic The injured vehicle driver was evacuated in 22 minutes Highway traffic was closed for 45 minutes due to vehicle repositioning 17

18 Roadway Patrolling Key Indicators Activity Sustainability Customer Satisfaction 204 patrolling drivers Regular training focusing on vehicle mechanical repairing, procedures, signaling and emergency behavior Average time response: 9 minutes 21,750 miles per day 325 daily events 86% success rate of breakdown service Fuel-consumption reduction as a constant measure: 2.1 gallons per 100 km (62 miles) Close activities with local entities, e.g. fire brigades Safety-awareness campaigns at schools and with other players Support for the Hearingimpaired creation of SMS with incident information According to our market studies, there is a high level of satisfaction with the service provided The toll allows the users to have the perception that they are using the infrastructure and that they are being well-served Courier Free satisfaction forms distributed at the end of each service 18

19 Conclusion Highway Patrolling as a key contributor for customer satisfaction and brand awareness Quality of Highway Patrolling contributes to a customer value perception, in return for a toll charge 19

20 Northwest Parkway and GoPass Successful cashless implementation a pioneer in the US In 2009, Brisa successfully developed and deployed an All Electronic Toll solution for the Northwest Parkway toll road in Denver, CO Implementation Go-Pass Statistics (2013) A new brand was developed (GO-PASS TM ) for video-toll offering customers alternative payment options to ETC and cash A dedicated website: GO-PASS.COM was setup for easy and convenient account access the preferred link to the customer 163,000 active accounts and 265,000 vehicles 1.6 million transactions 1.2 million payments 653,000 issued bills Again, a key combination for operations and technology, that Brisa is aiming to replicate in the US 20

21 Maintenance & Roadway Operations Workshop Jersey City, NJ Thank You Customer Oriented Operations Enhancing Road Mobility April 2014