PB² data indicate that the Toll Operations Program's workload (number of tolls collected) has increased and the program has effectively contained its costs to collect toll revenues.
Although current PB² measures indicate generally good operational efficiency, additional measures are needed to inform stakeholders of the program's ability to generate revenue, limit wait times, and measure user satisfaction.
The Toll Operations Program's accountability system meets OPPAGA's expectations in three of four key areas (program purpose or goals, data reliability, and reporting of information and its use by management). However, the program needs to improve its performance measures. Measures assessing the program's revenue generating ability and customer satisfaction would improve accountability and enable decision-makers to better assess performance.
We provided a draft copy of our report to the Secretary of the Department of Transportation, who concurred with our recommendations, but with some exceptions. In some cases we made changes to address the department's concerns.

Highway Construction and Engineering and Transportation System Maintenance Programs
Report 99-29 January 2000
Justification Review of the Toll Operations Programs
Report 99-08 September 1999
Motor Carrier Compliance Program
Report 98-86 June 1999
PB2 Performance Report for the Florida Department of Transportation's Programs' Performance for Fiscal Year 1997-98
Report 98-60 February 1999

Copies of this report in print or alternate accessible format may be obtained by email OPPAGA@oppaga.fl.gov, telephone (850) 488-0021, or mail 111 W. Madison St., Room 312 Tallahassee, FL 32399-1475.