Highways Agency

Incident Management Study, Issued July 2002

Acknowledgements

Executive Summary

1. Introduction
   • 1.1 Scope of Study
   • 1.2 Background
   • 1.3 Objectives
   • 1.4 Methodology
   • 1.5 Report Structure
2. Methodology
   • 2.1 Initial Review
   • 2.2 Workshops
   • 2.3 Design of Workshops
   • 2.4 Analysis
3. A Better Understanding of Incident Management
   • 3.1 Incident Types and performance Data
   • 3.2 Roles and Responsibilities
   • 3.3 Key Issues
   • 3.4 Ideas Generated by the Workshops
4. Review of Incident Management in the US
   • 4.1 Introduction
   • 4.2 The Case for More Formal Incident Management Procedures
   • 4.3 Lessons Learnt
5. Main Analysis
   • 5.1 Introduction
   • 5.2 Main Task Analysis
   • 5.3 Workload Analysis
   • 5.4 Task Categorisation Analysis
   • 5.5 'Solutions' Task Analysis
   • 5.6 Top Level task Analysis
6. Conclusions
7. Recommendations
   • Recommendations - Short Versions
   • Recommendations - Long Version

• Further Information
• References
• Acknowledgements for Photographs

List of Appendices

1. The Four Incidents
2. Part 1: Typically What Happens & Part 2: Incident Response Targets and Frequencies (anecdotal)
3. USA Experience - Costs and Benefits

List of Figures

1. Flow Chart of Activities
2. Estimate of 'Lost' Vehicle Hours using Default Values in INCA
3. Timeline of Incident Management Activity
4. A Framework for Organising and Sustaining Incident Management Programmes
5. Congestion Benefits / Costs
6. Model of Incident Management Tasks
7. Timeline of Incident Management Tasks

List of Tables

1. Analysis of Errors
2. Results of Task Analysis