The Scenario
The agency has long relied upon well-established technical measures for reporting transportation system performance. However, these established measures are not familiar or intuitively obvious to the general public. Concepts such as travel time reliability, or percent of bridges that are structurally deficient are not clearly presented in existing performance reporting publications and as a result are widely misunderstood or misinterpreted. In order to address this issue, the agency is looking to produce a web-based performance management fact book. The fact book will clearly and simply illustrate, define, and explain its performance measures and targets in terms that are meaningful and appealing to the general public.