Technical Session 1.1 - Performance of Transport Administrations
Thursday, October 5
09:30
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13:00
Chair: Christos XENOPHONTOS, Chair of PIARC TC 1.1 on Performance of Transport Administrations, United States of America
Room: Panorama
Hall, 1st floor
This session presented the work accomplished by the PIARC Committee during 2020–2023 on the following issues: 1.1.1 Understanding how Road and Transport Administrations are measuring the efficiency and effectiveness of Customer Experience and Public Value Creation. 1.1.2 The Role of Transport Agencies in Shaping Disruptive Technology and Service Models. 1.1.3 Organization of Staff and Human Resources.
The session was complemented by the outcomes of the call for papers on the following topics: 1. Understanding the journey of your customers’ experience. 2. Concepts, roadmaps and practical challenges of developing the transport agency of the future. 3. How transport administrations manage the transition to a more diverse workforce and the need for new skills and competencies in a changing transport sector.
- Welcome and session introduction
- Diversity and talent management
- Customer experience and public value creation
- Emerging & disruptive technologies
- Questions and Answers
- 2024-2027 cycle
- Conclusion
- Final Conclusions
- Organization
Welcome and session introduction
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Introduction
Diversity and talent management
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Introduction and Methodology (what was the purpose, methodology, map…)
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Diversity Management (round tables, case studies, findings and conclusions…)
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Talent Management (survey, case studies, findings and conclusions…)
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Conclusion & Recommendations Common to Both Diversity and Talent Management
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Closing Remarks (the publications, next steps, join the next cycle ToR…)
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Q&A on Diversity and Talent Management
Customer experience and public value creation
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Introduction * What is customer experience? * Asset Management, Frameworks and Public Value * Six elements
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How did we get to these elements? * Case Study Framework * Case Study Asset Management
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Public Value Literature review
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Case study about the estimation of public added value on the provincial road sector in Lower Austria
Break
Customer experience and public value creation (continued)
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National Highways UK - an evidence- based approach to improving customer experience
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Wrap-up and Report conclusion * Recommendation for transport agencies * Six elements
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Q&A on Understanding how Road and Transport Administrations are measuring the efficiency and effectiveness of Customer Experience and Public Value Creation
Emerging & disruptive technologies
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Overview, Methods, and Outputs
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Private Sector Perspectives & Regulatory Challenges
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Conclusions and Recommendations on Emerging & Disruptive Technologies
Questions and Answers
• Moderator: Mr. Christos XENOPHONTOS, Chair of PIARC TC 1.1 on Performance of Transport Administrations, USA
2024-2027 cycle
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Presentation of the future Terms of Reference for TC 1.1 in the 2024-2027 cycle
Conclusion
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Conclusion
Final Conclusions
Organization
Session Organiser: Christos XENOPHONTOS, Chair of PIARC TC 1.1 on Performance of Transport Administrations, USA