19.9Monitoring and Evaluation

A truthful evaluation of yourself gives feedback for growth and success.Brenda Johnson Padgitt, author, 1970–

Continuous monitoring of the IT deployment is required to ensure that the bidder adheres to prescribed quality and standards and provides the materials that are agreed as per contract. Monitoring and evaluation can be jointly carried out by the IT team and project management firm as a third party inspection. In order to ensure that the service provider adheres to required service standards and delivers quality output, the implementing agency should select performance indicators and include corresponding benchmarks in the IT operator contract(s). Some examples of performance indicators and desired service levels are presented in Table 19.7. For a full description of performance indicators, see the World Bank’s document, “ITS Toolkit for Intelligent Transport Systems (ITS) for urban passenger transport”.

ServiceParameterDesired Service LevelMetricPenalty
Project; Management;Submission of reports100%Minutes of meetings2% of monthly CCC charges for every default
Data Center OperationsMIS reporting of health checkup of all; systems and modules; installed;95%Report0.2 % of monthly charges
Incident & ManagementResolution of ticket logged in incident; management tool99%Reports generated from ticket logging system0.5% of monthly charges

Several bodies have worked toward creating standards for IT systems:

  • In the USA, the National ITS Architecture is published at . This website also contains detailed technical information and guidance on how to use it;
  • In Europe, the ITS System Architecture is called FRAME (http://www.frame-online.net/node/38).

Communication protocols:

  • TPEG for transmission of language independent multimodal travel and traffic information systems, from the format/technical solution to exchange data;
  • DATEX/DATEXII for traffic data, RDS-TMC over radio communication;
  • SIRI in the domain of public transport;
  • WFS/WMS specifications, xml protocol, etc.;
  • Location referencing (AGORA-C, OpenGIS standard, etc.).