Measuring infrastructure asset performance and customer satisfaction: A review of existing frameworks

cover image of Costs and benefits of emerging road transport technologies

Publication Type:
Research Report 147

Publication Subject(s):

Department ID:
INFRA3334

ISBN:
978-1-925531-67-1

ISSN:
1440-9569

Release Date:
September 2017

Well-managed, modern and functioning infrastructure underpins much of the economic prosperity of Australia. It is thus crucial that Australia's infrastructure keeps up with the needs of the community.

While some infrastructure asset types, namely public roads and airports, have made significant progress in performance measurement, for others there is a dearth of information or public engagement. The patchwork approach that has resulted means that Australia may be missing out on the potential benefits of consistent and widespread performance measurement: improved accountability, incentivised performance, and better performance evaluation. This report introduces and explores many of the issues surrounding infrastructure performance measurement that should be considered in the context of providing greater consistency across infrastructure asset types.

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