1. Journey Management Nigel DAth Journey Manager Bay of Plenty RTIM Seminar 18 March 2014

2. 2 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 ChallengesResponse

3. 3 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. 3 International experiences - PIARC World Road Association Road Network Operations Handbook (abridged)

4. 4 4 Where we came from PlanMaintainOperateBuild

5. 5 5 Becoming a road network operator From To Network optimisation Safe system Business cases Network outcomes contracts Road capacity Safe roads Project feasibility Maintenance contracts

6. 6 Building and maintaining state highway infrastructure 6 What is a road network operator? From Providing services for our customers To

7. 7 7 Where is HNO M&O going? Customer focussed and aligned Value for money Outcome focussed Closer relationship with TLAs

8. 8 8 Were is HNO M&O going? Four new M&O roles: Maintenance contract manager Network manager Asset management integrator Journey manager one network

9. 9 9 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

10. 10 Advocates One Network Balance supply and demand Manage temporary conditions Offers operational services Requires collaboration Highly customer focussed 10 What is Journey Management?

11. 11 Journey Experience Delays Hazards Journeys can be thought of as being affected by two things: delays or hazards To B From A

12. 12 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 dont control Delays and hazards are caused by three types of events: unplanned, planned or recurring. To B From A

13. 13 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 Management Journey experience

14. 14 Journey experience 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

15. 15 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 Improving Journey Experience Monitor Inform Manage Optimise

16. 16 Monitor – we know whats happening Inform – we inform our customers Manage – we manage the impact of events Optimise – we find ways to continuously improve 16 Operational Services

17. 17 Operational Services Seem familiar? These services are offered by the transport operation centres (TOCs) Journey management rationale led to the TOCs. They are critical for delivering operational services Journey Managers will work closely with the TOCs

18. 18 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.

19. 19 Integrated Services serve journeys Area of interest Area of influence Area of operation Customers dont care about boundaries. We need to look outside our area of operation. Incident

20. 20 Customer Insight By virtue of these closer relationships, Journey managers will become customer advocates

21. 21 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

22. 22 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 Optimise Inform Manage More consistency in M&O Closer relationships with customers and stakeholders Network performance measurements Making best use of existing network Improving network performance More integrated services Collaboration and customer focus

23. 23 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 23

24. 24 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 24