Safety and Service for a State on the

Safety and Service for a State on the Move AASHTO/FHWA Subcommittee on Right of Way & Utilities Conference May 18, 2005 Quality Assurance & Performance Standards Richard Dunlap, ODOT Right of Way Operations Manager 1

Safety and Service for a State on the Move The Changing World of ODOT Project Delivery Issues • Continuing Population Growth • Limited Resources • Aging Infrastructure • Economic Recovery 2

Safety and Service for a State on the Move Response • Went after new Money • OTIA I and II -- $500 Million • OTIA III -- $2. 5 Billion • Fast-tracking to and thru Construction • Outsourcing 3

Safety and Service for a State on the Move Challenge: Deliver Double the Program with Existing Staff AND Deliver Fast • Focus on Efficiencies • Utilize the Private Sector • Highway Organizational Alignment 4

Safety and Service for a State on the Move Focus on Efficiencies • Streamlining In-House Processes – Scoping • Environmental and Engineering Baseline reports – Milestone Management • (Design Acceptance) – Streamlining Permitting Processes • Programmatic Permits 5

Safety and Service for a State on the Move Utilization of the Private Sector • Developing New Contracting tools / methodologies – Design/Build – Design/Bid/Build • A+B+C – Consultant • Design • Project Management • Program Management 6

Safety and Service for a State on the Move Highway Programming & Resourcing 7

Safety and Service for a State on the Move Highway Organizational Alignment • Highway System Management will be a core headquarters function – appropriately staffed and funded. • Deploy production project delivery staff to the Regions. 8

Safety and Service for a State on the Move Change Timeline Oct. 03 Embarked on Change Jan. 04 Change defined • By FTE and by function for all TS and Tech. Centers. • (Over 1000 people in 100 days) Feb. 04 Began Implementing changes Oct. 04 Realignment fully implemented • Tech. Centers staffed and operational • Headquarters fully functional 9

Safety and Service for a State on the Move Changing Region Roles • Regions are the leaders for Region Project Delivery and System Operations Management – Planning – Delivery of the STIP In-house and Out-sourced program – Technical Center – Local Program Support – Maintenance – Operations – Community Liaison 10

Safety and Service for a State on the Move Technical Services is dedicated to the effective and efficient management of the Highway System – Asset management – Technical Expertise – Continuous Improvement 11

• Asset Inventories Safety and Service. Systems on the Move • Management for a State • Program Management • Quality Assurance • Research • Standards • Policies • Performance Measures • Technical Advice & Consulting • Technical Training • Mentoring TECHNICAL SERVICES 12

Safety and Service for a State on the Move Right of Way Section • This section provides program management and technical expertise in: – Appraisal / Relocation Review Services – Condemnation / Title – Closing – Outdoor Advertising Sign Program – Property Management – R/W Project Administration – R/W Quality Assurance – Utilities / Railroad Coordination – R/W Training Program – R/W Local Public Agency Program 13

Safety and Service for a State on the Move Technical Services Quality Assurance Program • Includes aspects of Quality Control and Quality Assurance • Providers are responsible for managing their Internal Quality Control Program. 14

Safety and Service for a State on the Move Definitions • Quality Control – Each item produced is checked. – Checks occur during production. • Quality Assurance – Only a sampling of all items produced are checked. – Audits occur after production. 15

Safety and Service for a State on the Move Region Quality Control Plan Based on Five Key Development Milestones – – – Scoping Approved Design Plan Review PS&E submittal Construction & Maintenance Deliverables for each stage identified 16

Safety and Service for a State on the Move Right of Way Scoping Deliverables • • Right of Way Technical Report Right of Way Scoping Report Right of Way STIP Estimate Scoping Trip & Meetings • Handoffs needed in order to complete Scoping Deliverables – Right of Way Map or Aerial – Project Scoping Packet 17

Safety and Service for a State on the Move Region Quality Control Plan • Each stage requires peer review. • Statement of Technical Review is signed by each representative discipline. • Supervising manager certifies that the product meets standards of the agency. • Quality Control Checklist before Bid Let 18

Safety and Service for a State on the Move Technical Services Quality Assurance Program • Audits conducted after contract letting. High risk projects have earlier quality audits. • Audits based on review standards designed by multidisciplinary team, with Roadway’s OPL coordinating. • Review standards established and incorporated into QC plans. • All providers reviewed – Region Tech Centers – Consultants – LPAs 19

Safety and Service for a State on the Move QA Program Project Selection • First-Time Product from Provider - Project-based - Discipline-based • Representative Sampling of Program Mix • High Risk or High Profile Projects • Past Performance • Triggers – High number of construction change orders/claims – High Condemnation rate – Large number of holdouts in R/W Certification 20

Safety and Service for a State on the Move QA Program Audit Types • Lite Review – Two per month – 4 -6 hours per discipline • Lite Review with Discipline Detail – As needed • Detailed Review – All providers at least once – Verification of QC – Re-creation of Peer & 21 Approval Reviews

Safety and Service for a State on the Move QA Reports • Identify items Critical to Quality • Identify Corrective Action required • Provide checklists of items in compliance and not in compliance 22

Safety and Service for a State on the Move Sample of QA checklist 23

Safety and Service for a State on the Move Right of Way Quality Assurance Audits • Technical Services QA Audits serve as starting points for Continuous Improvement Auditing. 24

Safety and Service for a State on the Move Continuous Improvement Auditing • The purpose of a Continuous Improvement audit is to evaluate the degree of a system’s effectiveness, not it’s perfection. • Audits are meant to identify product defects which are indicators of how well processes are working. 25

Safety and Service for a State on the Move Defects will identify: • Process deficiencies • Failure to follow established processes • Simple mistakes. 26

Safety and Service for a State on the Move Process Auditing • Process audits will sample several projects, looking at the process where a defect occurred to determine: – Is there a system-wide problem or was it just an isolated incident? – Was the process followed? – Is the process good? 27

Safety and Service for a State on the Move Improvement cannot take place without looking at why a defect occurred. • Defects can be indicators of a possible trend. • Defects can point to process problems outside of Right of Way. • We want to treat the disease, not just the symptoms. 28

Safety and Service for a State on the Move So, what do we do with all that information? • Benchmarks for program performance are established. • Audit data is tied into performance measures based on these benchmarks. 29

Safety and Service for a State on the Move Current Performance Measures • Work Quality – Survey Customer Satisfaction • Relocation • Acquisition • Timeliness of Work – Number projects certified by let date. • Work Quantity – Number properties acquired – Number of relocations – Number of appraisals • Outsourced • In house • Cost of Manpower 30

Safety and Service for a State on the Move ODOT Highway Division Six Key Performance Measures: • • • On Time On Budget Mobility Customer Satisfaction Safety Jobs 31

Safety and Service for a State on the Move Right of Way ties into four of them: • • • On time On budget Mobility Customer satisfaction Safety Jobs 32

Safety and Service for a State on the Move On Time • Percent of projects cleared by let date. • Percent of projects requiring a Change Request or Exception Letter because of right of way issues. 33

Safety and Service for a State on the Move On Budget • Difference between Program Estimate at Authorization and Actual Project Costs. • Difference between STIP Scoping Estimate and Programming Estimate 34

Safety and Service for a State on the Move Customer Satisfaction • Property Owner Survey ratings for outsourced projects. % of Satisfaction – owner & displacees • Property Owner Survey ratings for inhouse projects. • Internal Customer Surveys 35

Safety and Service for a State on the Move Jobs • Percent of project personnel costs that is outsourced. • Percent of appraisals and reviews outsourced. 36

Safety and Service for a State on the Move Program Indicators • Condemnation rate. • Trial rate and litigation costs. • Mediation/ADR ratio – Number of successful mediations • Settlement rate and percentage increase 37