Performance management framework for managing agent contractors Available to Purchase

This paper describes a performance management framework for managing agent contractors working on the UK Highways Agency trunk road network. At the core of the framework is a performance hierarchy which links the operational activities carried out by the managing agent contractors with the key business outcomes of the Highways Agency. The hierarchy is weighted to allow the relative importance of hierarchy elements to be accurately represented, and to avoid the default position whereby everything is considered equally important. The framework utilises performance flags to visually represent performance at higher levels in the hierarchy, based on red, amber and green scores assigned at the lowest level in the hierarchy. The performance flags have the ability to show the detail behind a performance score, whereby a proportion of the flag will be green, a proportion amber and the remainder red depending on the frequency and weightings assigned to the lower contributing levels in the hierarchy. In an effort to reduce subjectivity in performance scoring, a scoring guidance document has been prepared in support of the framework. The performance management and continual improvement process is carried out on a monthly cycle akin to the standard improvement cycle of ‘plan, do, check, act'. The main benefits of implementing this process include reduced subjectivity, thereby allowing comparability between managing agent contractors, increased visibility, increased dialogue, targeted evidence-based decision making and auditability. All of the above will help to drive improved effectiveness and efficiency in the delivery of managing agent contracts.