Methodologies for quality assessment of highway operators based on governance best practices with emphasis on toll collection ecosystem

Service quality and the user satisfaction are the main targets for highway operators to take into account in their business plan; moreover, healthy financial stability is critical to the harmony of this environment. In this sense, the toll collection system has a key role for the highway operation sustainability. The Toll Collection System is an ecosystem that involves the quality and maturity of operations, business processes, institutional aspects, equipment maintenance and infrastructure management. The creation of a methodology for quality assessment of the entire Toll Collection ecosystem allows establishing quantitative and qualitative parameters, which may be monitored and evaluated, therefore enabling useful tools for the operator's decision-making process and government agencies assessments. The methodology was applied to nineteen highway operators from Brazilian concessions, which together manage more than 5400 kilometers.