Evaluate administrative and support staffing needs to close gaps in ITS operational support.
A New Jersey Department of Transportation experience with ITS operations and maintenance in Transportation Operations Centers (TOCs).
Made Public Date


Los Angeles
United States


New Jersey
United States

Intelligent Transportation Systems (ITS) - Operational Support Contracts - Implementation Plan - Final Report


Many Transportation Operations Centers (TOCs) in the country have now entered into their second-generation life cycle and have successfully implemented day-to-day TOC operations in their jurisdictions. TOCs from California, Minnesota, Florida, Washington, New York, and Maryland as well as cities like Los Angeles and New York City have successfully built second-generation systems with a good level of operational support. The New Jersey Department of Transportation (NJDOT) has faced significant challenges in keeping intelligent transportation systems (ITS) at a high level of availability at their two TOCs. As more components are added to the ITS infrastructure, system administration, management, and operational support become critical for TOCs.

The purpose of this report was to develop an ITS operational support and contract implementation plan for NJDOT TOCs. The project was initiated to review current operations and maintenance practices of NJDOT and to investigate further the best practices of other state TOCs to develop recommendations and lessons learned. On the basis of the review and investigation, specific recommendations were made in three categories: policy, staffing, and operational support.

Lessons Learned

TOC operational efficiencies can be greatly improved by placing added focus on network administration, thereby reducing downtime, improving system performance, and enhancing spare-parts and equipment availability. Overall ITS operations are better coordinated with support from system staff and technicians, who ensure that the network operates at an adequate level of performance. The following suggestions will assist DOTs in creating an in-house knowledge base that covers a range of ITS devices and functions.

  • Hire a systems administrator for each TOC. As ITS systems expand and complexities arise, a full-time systems administrator is needed to support ongoing operations at TOCs. Under the general supervision of the TOC manager, a systems administrator will install, revise, and maintain ITS computer software systems and resolve related problems; manage computer equipment maintenance, and undertake configuration management tasks.
    • The City of Los Angeles has an in-house software team to take care of its traffic signals; it receives software maintenance support from three IT department staff members.
  • Hire ITS purchasing assistants. This role supports system parts and equipment purchases and management of warranties at each TOC. A dedicated staff member will oversee in-house maintenance and also will coordinate the handling of materials with outside contractors. Purchasing assistants will help with the operations and active procurement of spare parts, which will allow the TOC to cut response time on field maintenance as procurement delays are reduced. Anecdotal evidence has suggested that the ability to get spare parts quickly is one of the most common reasons to rely on contract maintenance.
  • Hire network systems technicians. This role supports in-house maintenance of the expanding fiber optic communications and system networks at each TOC. Network systems technicians will assist TOCs in improving communications and lowering system downtime. At some TOCs, although in-house fiber optic maintenance is feasible, a shortage of experienced personnel and a lack of training on specialized equipment prevent them from doing so. However, in recent years, fiber optic cable installation and splicing techniques have matured, and training and other resources are widely available from outside service providers and contractors at competitive prices.

There are many benefits to providing TOCs with qualified staff in key positions. A systems administrator will allow for better functionality of the ITS system by supporting current and ongoing operational needs. Purchasing assistants who can manage equipment and warranties will enable TOCs to cut costs and reduce response times on field maintenance. Network systems technicians will help TOCs to reduce costs and repair times by allowing them to fix glitches in-house.

Note that the document appendix (see the document listed under Source) includes some suggested job specifications for the recommended employee titles, outlining functional requirements for the job as well as potential qualifications for job applicants.

Intelligent Transportation Systems (ITS) - Operational Support Contracts - Implementation Plan - Final Report

Intelligent Transportation Systems (ITS) - Operational Support Contracts - Implementation Plan - Final Report
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Patel, Raman K.
Transportation Research Center, Polytechnic University

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