Service Level Benchmarking (SLB) in "Urban Transport" (Draft Report)

Measuring performance of different transport facilities is necessary to identify gaps and problems in service levels. Performance levels can be evaluated using various indicators that can help in establishing baselines, identifying trends, predicting problems, assessing options and setting performance targets. Benchmarking - comparing performance levels against set targets or best practice cases - has now been recognised as integral to ensuring accountability in service delivery with the Ministry of Urban Development (MoUD), Government of India announcing “Service Level Benchmarking” for Urban Transport.

The objective of this research is to develop operational guidelines for undertaking benchmarking using MoUD’s Service Level Benchmarks. This study is conducted to help in standardisation of procedures for benchmarking to arrive at performance level indicators including methodology of delineating urban area as well as outlining methodology for data collection, storage, and analysis to enable continuous updating.

The outcome of the study will be helpful in developing a toolkit standard procedures/ processes for carrying out benchmarking for transport in urban areas which cities would then be able to replicate the process of implementing the SLB. The benchmarks and indicators will also be validated through actual data collection and research on ground. This is to establish weightage, significance, ease and consistency of measurability of each indicator. MoUD has appointed IUT and CEPT University to undertake this research in twelve cities in India. Of these Delhi, Vijaywada, Nanded, Patna, Jaipur and Jammu which will be taken up by IUT and CEPT University will be undertaking the study for Ahmedabad, Surat, HubliDhawad, Mysore, Bhibneshwar and Kohima. This draft report is submitted by CEPT University for Ahmedabad, Surat and HubliDharwad.