Incident Management: Process Analysis and Improvement, Phase 1: Review of Procedures

Problem

The objective of this study is to look at the way incidents are managed (ie identifying and clearing, minimizing their effects on traffic) and to understand how technology can be used to improve the system

Phase 1 identifies and documents procedures as they are practiced now in Los Angeles, and suggests areas for improvement.

Method

We gathered information through document review (ie procedural manuals), interviews, and observation (via ride-alongs with the California Highway Patrol, the Freeway Service Patrol tow trucks, and Caltrans maintenance crews).

Findings

We found that efficient dispatching is critical for managing incidents quickly and with the least disruption. This means sending the appropriate crew and equipment to the scene, having that crew close by, and being able to determine which crew can be most quickly dispatched. It also requires enough resources for sufficient staffing.

We recommend using the following objectives to improve procedures:

• Minimize the amount of time it takes the crew to arrive at the scene, to clean up, and to perform follow-up investigation.
• Keep lanes open and hide distractions to minimize the effect on traffic.
• Ensure safety for all: crews, police, those involved in the incident, and other motorists.