Managing Infrastructure Performance

Abstract

Many governments use Performance Measurement Systems (PMSs) to measure vulnerabilities in network industries and to manage the processes aimed at reducing these vulnerabilities. We focus on two important aspects of vulnerability: interruption of supply for the Dutch electricity industry and punctuality in the Dutch railway industry. First, we describe the design of the PMSs in both industries. Next, we confront the characteristics of these PMSs with the underlying complexity of the operational service in both sectors. Further, we describe the positive and perverse effects of the PMSs in action. Finally, we interpret our findings with a number of theoretical notions.

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