Transportation Operations Center Operator Retention and Workload Mitigation Strategies

About the report:

This study investigated strategies to mitigate the workload for and improve the retention of operators at the Virginia Department of Transportation’s (VDOT) Transportation Operations Centers (TOCs). The research involved a literature review, interviews with other state departments of transportation, observations of VDOT TOC operations, and interviews with TOC operators and managers. The study found that data fusion tools were not a significant need for operators, but challenges existed with data output systems. Operator salaries were found to be potentially uncompetitive compared with similar industries. Key factors affecting retention included compensation, career growth opportunities, work-life balance, and the lack of acknowledgment of contract employees’ roles by the larger department. Recommendations include formalizing a process for operators to report software issues, implementing findings from this study in future staffing contracts, and enhancing the prestige of performance awards. The study concludes that addressing these issues could improve operator morale, reduce turnover, and ultimately enhance the efficiency and effectiveness of TOC operations.

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