Thread Tools Display Modes
Old 01-15-2019, 10:24 AM
Isosleepy's Avatar
Isosleepy is offline
Friend of Cecil
Join Date: Jul 1999
Location: Pittsburgh
Posts: 1,574

Performance metrics for toll collectors

I was wondering what, if any, the performance metrics for toll collectors are. I mean, how can performance be measured, other than if it is particularly poor?
Old 01-15-2019, 10:30 AM
boffking is offline
Join Date: Nov 2012
Location: New England
Posts: 2,524
Attendance is a performance metric for almost any job.
Old 01-15-2019, 10:35 AM
enipla is offline
Join Date: Jul 2001
Location: Colorado Rockies.
Posts: 14,221
Perhaps also making the correct change, having the drawer balance out.
I don't live in the middle of nowhere, but I can see it from here.
Old 01-15-2019, 10:37 AM
Dobbs is offline
Charter Member
Join Date: Apr 2004
Posts: 406
Over/under on the till and wait times are probably 2 big ones.
Old 01-15-2019, 10:37 AM
Procrustus is offline
Join Date: Jun 2007
Location: Pacific NW.
Posts: 12,021
Number of complaints from the public.
Old 01-15-2019, 02:52 PM
md2000 is offline
Join Date: Feb 2009
Posts: 14,768
Originally Posted by Dobbs View Post
Over/under on the till and wait times are probably 2 big ones.
Vehicles per minute when there is a line-up at the lane.

OTOH, like any statistics, individual items rather than aggregate is meaningless. If you are the only cash lane on the gate, then you will get all the old folks with a handful of coins, the people needing change for a twenty, etc. So the exit nearest the retirement community will have the worst times no matter who is manning the booth.
Old 01-15-2019, 04:44 PM
Bijou Drains is offline
Join Date: Sep 2008
Posts: 9,128
and now lots of people have Ez pass or similar systems where they don't stop at toll booths , they drive right through. That could very well be younger people .
Old 01-16-2019, 07:03 AM
Balthisar is offline
Charter Member
Join Date: Nov 2000
Location: Southeast Michigan, USA
Posts: 11,098
Tourists from non-toll-road states don't have EZ Pass, though, so we're forced to stop at the gates. And people that need receipts for expense reimbursement.
Old 01-17-2019, 05:35 PM
Philster is offline
Join Date: Aug 2000
Location: Location: Location:
Posts: 10,606
-Occupancy: For the organization and employee. How often the toll-keeper was involved in their core work when scheduled for that work. Can be done by sampling. Goal is 85-90% average, but not hour over hour. 50-60% and then 100% at peak, to average 85-90.

-Adherence to schedule (beyond mere attendance): How often the tollkeeper is where the tollkeeper is supposed to be, as a %.

-Cars per hour and handle time per car: When at 100% occupancy, the average time it takes to handle a transaction. This can be done as a sample size during peak, 100% occupancy time.

-Drawer accuracy.

-Of course, other competencies, such as interpersonal skills, effective communication, etc, can be used to measure performance on non-customer facing situations.

-External complaints.

If I had to provide measurements as their manager, I'd target the above.


Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is Off
HTML code is Off

Forum Jump

All times are GMT -5. The time now is 12:59 AM.

Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2019, vBulletin Solutions, Inc.

Send questions for Cecil Adams to:

Send comments about this website to:

Terms of Use / Privacy Policy

Advertise on the Straight Dope!
(Your direct line to thousands of the smartest, hippest people on the planet, plus a few total dipsticks.)

Copyright 2018 STM Reader, LLC.

Copyright © 2017