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XXVIIth World Road Congress
Pre-proceedings of the Congress

Technical Session 1.1 - Performance of Transport Administrations

Thursday, October 5 09:30 - 13:00
Chair: Mr. Christos Xenophontos, Chair of PIARC TC 1.1 on Performance of Transport Administrations, United States of America
Room: Panorama Hall, 1st floor

This session will present 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 will be 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.

  1. Welcome and session introduction
  2. Presentations - Diversity and talent management
  3. Presentations -  Customer experience and public value creation
  4. Presentations
  5. Presentations - Emerging & disruptive technologies
  6. Questions and Answers
  7. Conclusion
  8. Organization

Welcome and session introduction

 • Mr. Christos Xenophontos, Chair of PIARC TC 1.1 on Performance of Transport Administrations, USA

Presentations - Diversity and talent management

  • Introduction and Methodology (what was the purpose, methodology, map…)
    Anna WILDT-PERSSON (Sweden)
  • Diversity Management (round tables, case studies, findings and conclusions…)
    Sisanda DYUBHELE (South Africa)
  • Talent Management (survey, case studies, findings and conclusions…)
    Marit DUE (Norway)
  • Conclusion & Recommendations Common to Both Diversity and Talent Management
    Karen BOBO (United States)
  • Closing Remarks (the publications, next steps, join the next cycle ToR…)
    Alex WALCHER (Austria)
  • Q&A on Diversity and Talent Management
    José Manuel BLANCO SEGARRA (Spain)

Break

Presentations -  Customer experience and public value creation

  • Introduction * What is customer experience? * Asset Management, Frameworks and Public Value * Six elements
    Alan COLEGATE (Australia)
  • How did we get to these elements? * Case Study Framework * Case Study Asset Management
    Ilaria COPPA (Italy)
  • Public Value Literature review
    Deanna BELDEN (United States)
  • Case study about the estimation of public added value on the provincial road sector in Lower Austria
    Michael PLATZER (Department of Road Planning, Public Administration of the Lower Austrian Federal Government, Austria)

Break

Presentations

  • National Highways UK - an evidence- based approach to improving customer experience
    Paul HILL (National Highways, United Kingdom)
  • Wrap-up and Report conclusion * Recommendation for transport agencies * Six elements
    Alan COLEGATE (Australia)
  • Q&A on Understanding how Road and Transport Administrations are measuring the efficiency and effectiveness of Customer Experience and Public Value Creation
    Joseph AHISSOU (Benin)

Break

Presentations - Emerging & disruptive technologies

  • Overview, Methods, and Outputs
    Anne-Séverine POUPELEER (Belgium)
  • Private Sector Perspectives & Regulatory Challenges
    Matt DAUS (United States)
  • Conclusions and Recommendations on Emerging & Disruptive Technologies
    Jonathan SPEAR (United Kingdom)

Questions and Answers

• Moderator: Mr. Christos Xenophontos, Chair of PIARC TC 1.1 on Performance of Transport Administrations, USA

Presentation of the future ToR for TC1.1 in the 2024-2027 cycle
• Mr. Christos Xenophontos, incoming chair of PIARC TC 1.1 and working group leaders

Conclusion

• Mr. Christos Xenophontos, Chair of PIARC TC 1.1 on Performance of Transport Administrations, USA

Organization

 Session Organiser: Mr. Christos Xenophontos, Chair of PIARC TC 1.1 on Performance of Transport Administrations, USA