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At Verra Mobility, we are dedicated to keeping drivers and workers safe in work zones across the U.S. An impactful initiative is our work zone safety program aimed at protecting construction crews trying to improve America’s highways. Since its launch, speed violations have decreased by 30%.
But the road to success wasn’t always easy. We had to overcome many obstacles, demonstrating one of our core company values: OWN IT – which focuses on high performance and driving towards breakthrough outcomes.
Navigating Early Challenges
When we first launched one of the work zone programs, we quickly identified opportunities for process improvement. Our initial deliverables didn’t meet our performance standards, impacting program effectiveness and client satisfaction. Deployment also came with its own complexities—uncontrollable factors like weather and scheduling challenges on the customer-side occasionally led to project delays or cancellations, affecting the overall program execution.
Recognizing these challenges, we took a step back to assess our processes, refine our approach, and implement corrective actions—setting the stage for meaningful progress.
There were three main focus areas where we improved the process:
1. Data-driven decisions and increased accountability
We wanted to take the emotion out of the customer discussions, which required us to study the facts and the data. It provided us with a much clearer understanding of where we were falling short. Better measuring our performance through key performance dashboards allowed us to uncover the underlying root causes of performance issues and implement the right corrective actions. Data-driven discussions also led to more effective discussions and close engagement with the customer to improve the quality of their inputs.
A critical part of this process was accountability. We didn’t just look at the program from a high level; we drilled down to the individual level to see how each person was performing and ensure that every team member was well-equipped to deliver quality work. More targeted improvements such as better training of data processors and standard work resulted into higher quality and consistency of operational deliverables.
2. Streamlined operations
Another area we improved was how the data flowed through our systems. We recognized that some of our data sometimes got stuck due to poor connectivity at the roadside, resulting in data processing delays and missed delivery dates. We implemented a production control process that made field supervisors responsible for ensuring all data was downloaded and processed in a timely manner. If systems issues are uncovered, the Application Support team addresses them immediately. The close collaboration between various operations and engineering teams has been another key to our success.
3. Enhancing quality assurance
To consistently exceed customer expectations, we implemented a continuous improvement culture and continue to refine our quality assurance measures. We have evolved from a dedicated operations command center to verify that vehicles and deployments are set up properly. Local supervisors and mobile operators now take more ownership to get quality right the first time.
The Results Speak for Themselves
By focusing on data, improving communication, close internal and external collaboration, and holding ourselves accountable, we were able to turn things around. The weekly scorecard reviews from the customer have been very well-received and make our discussions more productive. Data allows us to dive into the root cause quickly, problem solve and address challenges effectively.
A year later, the program’s results are impressive with a large volume revenue shift, operations teams are executing flawlessly, consistently delivering on time, and exceeding quality and program objectives.
The challenges we faced in the early stages of this program became the foundation for improving processes moving forward and for our long-term success. Thanks to the VMOS (Verra Mobility Operating System) we are not only meeting but exceeding our customer’s expectations. And that, ultimately, is what drives us forward—ensuring safety in work zones and delivering the highest quality service to our clients and their communities.
Here’s to more improvements, faster speeds, and safer roads ahead!
