Methodologies for quality assessment of highway operators based in governance best practices with emphasis on toll collection ecosystem

Abstract:

The service quality and the user fulfillment are the main targets that the highway operators need to take into account in their business plan; moreover, a healthy financial stability is critical to the harmony of this environment. In this sense, the toll collection system has a key role for the highway’s operations sustainability. It is necessary to remember that the Toll Collection System is an ecosystem that involves the quality and maturity of operations, business processes, institutional aspects, and equipment maintenance and infrastructure management. The creation of a methodology for quality assessment of the entire Toll Collection ecosystem allows the establishment of quantitative and qualitative parameters, which may be monitored and evaluated, therefore, enabling useful tools for the operator’s decision-making process and government assessments


Reference:

LEAL, Adriano Galindo; SANTOS, Alessandro Santiago dos; OLIVEIRA, José Augusto; MOREIRA, José Rita ; PISTONI, Edson ; MIYAKE, Mário Yoshikazu ; MARTE, Claudio Luiz. Methodologies for quality assessment of highway operators based in governance best practices with emphasis on toll collection ecosystem. In: WORLD CONFERENCE ON TRANSPORT RESEARCH, WCTR, 13., 2013, Rio de Janeiro. Proceedings… 17p.


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