Control of service delivery

Control of service delivery

Description / objective

Control / supervision of the service delivery relates to ensuring that its performance matches the standards that have been set, either by the transport authority or by the operator itself. It covers supporting the driving process, monitoring vehicle location and hence adherence to schedule and running speed, and generally controlling the service delivery.

ITS applications

Communications technology can provide for information on schedule adherence to be available at an operations control center, as well as on the driver’s display, and for this then to be used for control of service delivery and dynamic rescheduling as appropriate. Monitoring vehicle location on a high-frequency basis enables computation of operating speed and driving standards compliance (in conjunction with in-vehicle data capture).

Advantages and cautions

Monitoring of service delivery can all too easily deteriorate into overbearing control, rather than supportive management, and hence attract resistance and lack of co-operation from drivers.