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Florida Department of Transportation District Four Transportation Systems Management & Operations (TSM&O)

Arterial Management Program Traffic Management Center Standard Operating Guidelines

Version 1.0 January 24, 2014

APPENDIX A ITN-DOT-13/14-4012LW

Arterial Management Program TMC Standard Operating Guidelines

FDOT D4 TSM&O | Table of Contents i

Table of Contents

Table of Contents ............................................................................................................................. i

List of Tables ................................................................................................................................. viii

List of Acronyms .............................................................................................................................. ix

1. Control Room Management

Rules & Guidelines

Shift Scheduling

Broward County AMP TMC

Palm Beach County AMP TMC

Schedule Adherence

Planned Leave Requests

Unplanned Leave Requests

Control Room Staffing

Broward County

Palm Beach County

Operator Shift Start Up

Broward County

Palm Beach County

Operator Shift Close Out

Broward County

Palm Beach County

Quality Control

Identification

Collection

Review

Data Collection

Feedback

Correction

Security Requirements

Confidentiality of Information and Data

Internet

FDOT D4 TSM&O | Table of Contents ii

Social Media Sites

Hardware and Software

Physical Security and Access to Data Processing Facilities

Logical and Data Access Controls

Network Security

Protection Against Loss

2. Documentation and Reporting

Aides and Binders

AMP TMC Console Directory

ADMS Message Library

Maps

Shift Reports

Weekly Reports

ATMS.now System Health

Operator Call Log

Managed Event Benefits Data Sheets

Monthly Dashboard

3. Computer Applications and ITS

Broward County

SunGuide

ITS Devices

RTMC Video Wall

Websites

MIMS

ATMS.now

Solarwinds

Palm Beach County

Incident Management Database (IMD)

ITS Devices

TMC Video Wall

Websites

FDOT D4 TSM&O | Table of Contents iii

ATMS.now

System Review

4. Detection & Monitoring Plan

Broward County

CCTVs

Road Watcher Program & Other Motorist Calls

Travel Time Subsystems (TTS)

SolarWinds Network Management Software

ATMS.now Signal Management Software

Palm Beach County

CCTVs

Broward County RTMC

Travel Time Subsystems (TTS)

ATMS.now Signal Management Software

5. Event Evaluation

Personal Injury or Public Safety Concerns

Personal Injuries

Severity Levels

Level 1 – Minor

Level 2 – Intermediate

Level 3 - Major

Unique and Unusual Incidents

Event Status Groups

Active (with travel lane blockage)

Active (without travel lane blockage)

Unconfirmed

Unresolved

Closed

Other

Secondary Events

Proactive Action

FDOT D4 TSM&O | Table of Contents iv

Creating a Secondary Event

Active Signal Timing Plan Adjustments

6. External Communication Systems

Arterial Dynamic Message Signs (Broward County only)

ADMS Messaging Priority Levels

Two Phase Messaging & Message Limits

Travel Time Messages

Public Service Announcements (PSA)

ADMS Critical Errors

Documentation

SMART Alerts (Broward County only)

Notification

511 – FLATIS

Congestion

ITS Device Access

30 Minute Updates

FDOT District 2

511 – Floodgates and Web Banners

Palm Beach County

7. Event Management

Incident Management Protocol

Broward County

Palm Beach County

Prioritizing Multiple Events

Roadwork Event Management

Policy

Documentation

Unresolved Events

Policy

Documentation

Hurricane/Emergency Preparedness

FDOT D4 TSM&O | Table of Contents v

Preseason

Preparation

Storm Impact Imminent

After the Storm

Other Emergency Situations

Vehicle Alerts

Fog Visibility Events

Detection

Verification

Monitoring/Updates

Data Entry

Broward County Procedures

Palm Beach County Procedures

Changes in Incident Conditions

Changes in Event Type

Motorcade

Severe Weather

8. Notification & Incident Response Plan

Emergency Agencies

I-95, I-75, I-595, & Florida’s Turnpike

Arterial Events

Media

Emergency Operations Center (EOC)

AMP TMC Management

High Profile Events

Signal Timing Plan Library

FDOT Maintenance

Traffic Signals

Broward County

Palm Beach County

Documentation & Reporting

FDOT D4 TSM&O | Table of Contents vi

External Agencies

Surrounding TMC Operations

Railroad Agencies

Transit Agencies

Animal Control

Documentation

9. Regional Coordination

Partner Agency DMS Notification

ADMS Messaging for Freeway Events (Broward County only)

Documentation

Palm Beach SMART SunGuide TMC

Broward SMART SunGuide TMC

Florida’s Turnpike Enterprise – Pompano TMC

Miami-Dade District 6 SunGuide TMC

Miami-Dade Expressway Authority TMC (MDX)

I-595 Express LLC

10. Failures and Maintenance

System Failures

ITS Field Devices Damage

Documentation

SunGuide Failure

Documentation

ITS Device Equipment Failure

ADMS Equipment Failure

Documentation

CCTV Video System Equipment Failures

Documentation

TSS Detector Failure

Documentation

Internet Failures

511 FLATIS Failures

FDOT D4 TSM&O | Table of Contents vii

Failure of External Agencies’ Equipment

Traffic Signal Failure

Appendix A – SunGuide v5.1.9 Operator Training Slides

Appendix B – SunGuide v5.1.9 Administrator Training Slides

Appendix C – Sample Shift Report

Appendix D – Traffic Event Data Sheet

Appendix E – Active Arterial Management Dashboard

Appendix F – Solarwinds Administrator Guide

Appendix G – Solarwinds Evaluation Guide

FDOT D4 TSM&O | List of Tables viii

List of Tables

Table 1 – Broward County AMP TMC CCTV List

Table 2 – Broward County AMP TMC ADMS List

Table 3 – Broward County AMP TMC MVDS List

Table 4 – Broward County AMP TMC AVI List

Table 5 – Broward County AMP TMC BlueTOAD List

Table 6 – Palm Beach County AMP TMC CCTV List

Table 7 – Palm Beach County AMP TMC Doppler List

Table 8 – Palm Beach County AMP TMC BlueTOAD List

FDOT D4 TSM&O | List of Acronyms ix

List of Acronyms

AAM ..................................................................................................... Active Arterial Management

ADMS .............................................................................................. Arterial Dynamic Message Sign

AMP .................................................................................................. Arterial Management Program

ATE ..................................................................................................................... Active Traffic Event

ATMS ................................................................................... Advanced Traffic Management System

AVI ................................................................................................. Automatic Vehicle Identification

BSO ................................................................................................. Broward County Sheriff’s Office

CCTV ........................................................................................................... Closed Circuit Television

D4 ................................................................................................................................... District Four

FDLE .................................................................................. Florida Department of Law Enforcement

FDOT ..................................................................................... Florida Department of Transportation

FHP ................................................................................................................ Florida Highway Patrol

FLATIS ........................................................................ Florida Advanced Traffic Information System

MOU .............................................................................................. Memorandum of Understanding

MIMS .................................................................... Maintenance Information Management System

MUTCD ......................................................................... Manual on Uniform Traffic Control Devices

MVDS..................................................................................... Microwave Vehicle Detection System

NMS .................................................................................................. Network Management System

PBSO .......................................................................................... Palm Beach County Sheriff’s Office

PDF ........................................................................................................ Portable Document Format

RTMC ...................................................................................... Regional Traffic Management Center

SIRV ............................................................................................. Severe Incident Response Vehicle

SOG................................................................................................... Standard Operating Guidelines

SEFRTOC .................................................. South East Florida Regional TMC Operations Committee

TIM ..................................................................................................... Traffic Incident Management

TMC ....................................................................................................... Traffic Management Center

TSM&O ....................................................... Transportation Systems Management and Operations

TTS ...................................................................................................................... Travel Time System

FDOT D4 TSM&O | Control Room Management 10

1. Control Room Management

This manual serves as the Standard Operating Guidelines (SOG) for all Arterial Management

Program (AMP) Operations in FDOT District 4. AMP staff will refer to this manual for instructions regarding position expectations and requirements. Any issues not covered by this document should be addressed to the appropriate Transportation Management Center (TMC)

SOGs.

The Arterial Management Program operates from the following locations:

- Palm Beach County Vista Center TMC

2300 N Jog Rd, West Palm Beach, FL 33411

- Broward County Smart SunGuide Regional TMC

2300 W Commercial Blvd, Ft Lauderdale, FL 33309

The TMC control room is the focal point of each facility’s operations. This central position is subject to regular tours and meetings and warrants guidelines in order to maintain professionalism at all times. The commission or omission of any act which constitutes a violation of any of the regulations, directives, policies, or procedures contained herein will be grounds for disciplinary action.

Rules & Guidelines

- No food or drinks are allowed in the control room; only bottled water in a container with a sealed lid is permitted.

- Control room telephones are not to be used for personal phone calls, except under emergency situations.

- Personal cell phones and other electronic devices are to be used only during breaks outside the control room unless otherwise directed by a supervisor.

- During tours or meetings within the control room, the highest level of professionalism and diligence to operations is mandatory.

- Visitors are not permitted within the control room unless permitted by a supervisor, and are only permitted during break hours.

- Standard Operating Guidelines, reference materials, and equipment are to be kept neatly in place and readily available at each workstation.

- All workstations must be kept clean and organized. Any work related items that are normally stored in cabinets or drawers must be stored properly when not in use. Only work related material should be visible at each workstation.

- No profanity or foul language is permitted; proper business etiquette should be upheld at all times.

FDOT D4 TSM&O | Control Room Management 11

- No sleeping is allowed. If you are unable to stay awake, contact the AMP TMC Signal

Operations Manager/TMC Manager Immediately.

- Unauthorized screen savers, wallpapers, and downloaded/streamed paraphernalia on workstation computers are prohibited. Only white list approved websites should be accessed.

- Removal of any panels at the workstations is prohibited. This should be handled by authorized personnel only for the purpose of maintaining computer equipment.

- Operators are required to come into work in proper uniform with a neat and professional appearance. Any deviation from the accepted attire must be approved by the AMP TMC Signal Operations Manager/TMC Manager with the approval of the

DEPARTMENT.

- Use of Broward County Traffic Engineering Division (BCTED) equipment and space is not allowed without written permission from both BCTED & AMP TMC supervisors.

Shift Scheduling The Arterial Management Program (AMP) shall provide staff for the two AMP Traffic

Management Centers (TMC) within District 4. Both the Broward County and Palm Beach County

AMP TMCs shall provide similar services but require different staffing levels.

Broward County AMP TMC

The following applies to the Broward County AMP TMC unless otherwise specified by the FDOT

TSM&O Program Manager on a case by case, or permanent basis:

- AMP TMC shall be staffed with operators from 7:00 AM – 7:00 PM Monday – Friday.

- AMP TMC shall be staffed with management staff from 8:00 AM – 5:00 PM Monday –

Friday.

- AMP TMC shall not operate during weekends or Federal Holidays.

- Operators’ schedules shall be made available with at least two weeks’ notice.

- There shall be two AMP TMC Operators scheduled during peak periods (7:00 – 11:00

AM & 3:00 – 7:00 PM).

- There shall be one AMP TMC Operator scheduled during off peak periods (11:00 AM –

3:00 PM).

- No more than two AMP TMC Operators may be scheduled at any one time.

- Outside AMP TMC hours of operations, associated equipment and services may be operated and provided at the discretion of the co-located ITS (Freeway Management)

Program which operates 24/7/365, with the permission of the FDOT Project Engineer.

Breaks

- Shifts lasting over four hours will receive one 15 minute break. Shifts lasting longer than eight hours will be granted two 15 minute breaks if so desired. Shifts over 12 hours will receive three 15 minute breaks if so desired.

FDOT D4 TSM&O | Control Room Management 12

- In addition, lunch breaks (eight hour shifts and above only) are 30 minutes in duration and require the operator to clock out when leaving and clock back in upon returning.

- Operators are not permitted to take any breaks between the peak hours of 7:00 AM –

10:00 AM and 4:00 PM – 7:00 PM.

Palm Beach County AMP TMC

The following applies to the Palm Beach County AMP TMC unless otherwise specified by the

FDOT TSM&O Program Manager on a case by case, or permanent basis:

- AMP TMC shall be staffed with one operator from 7:00 AM – 11:00 AM and from 3:00

PM – 7:00 PM Monday – Friday.

- AMP TMC shall be staffed with an AMP TMC Signal Operations Manager/TMC Manager from 8:00 AM – 5:00 PM Monday – Friday.

- AMP TMC shall not operate during weekends or Federal Holidays.

- Operators’ schedules shall be made available with at least two weeks’ notice.

Schedule Adherence

AMP TMC Operators are responsible for clocking in and out at the appropriate times. Clock in and out for the following

- Start and end of shift

- Stare and end of lunch break

Operators are also responsible for accurately completing a weekly timesheet and submitting the form before 7:00 PM each Friday. Each operator should submit hard and electronic (PDF) copies of their timesheet to their supervisor.

Reporting for Shifts

- AMP TMC Operators will report to the control center by their scheduled start time unless otherwise authorized by their supervisor.

- If for any reason an AMP TMC Operator is running late, the AMP TMC Signal Operations

Manager/TMC Manager should be notified immediately explaining the situation, and an estimated time of arrival. In the event an operator is late, the operator(s) on site may be required to remain at their workstation until they arrive.

- If for any reason an AMP TMC Operator is unable to show up for a scheduled shift, at least eight hours’ notice must be provided to the AMP TMC Signal Operations

Manager/TMC Manager, whenever possible.

Working a Shift

- AMP TMC Operators are expected to remain for their entire shift unless excused by a supervisor.

- If an employee needs to leave before the end of their assigned shift due to illness or other circumstances, the employee must notify the AMP TMC Signal Operations

Manager/TMC Manager prior to leaving.

FDOT D4 TSM&O | Control Room Management 13

- All AMP TMC Operators are required to remain at their workstations until the end of their scheduled shift at a minimum (other than breaks).

- Schedule change request should be arranged with other Operators when necessary.

Once arranged, requested must be submitted on a Shift Change Request Form and submitted to a supervisor for approval.

Availability Status

- All AMP TMC Operations personnel shall provide themselves with proper cell phone service so that they can be called in to the TMC with the least possible delay, should the need arise. The AMP TMC Signal Operations Manager/TMC Manager shall be informed of these numbers, as well as any changes in address that may occur during the course of employment.

- Shifts shall be scheduled according to availability provided by AMP TMC Operators. Any change in availability must be provided with at least two weeks’ notice to the AMP TMC

Signal Operations Manager/TMC Manager.

- In the even an employee is unable to work a shift according to the assigned schedule, it is the responsibility of the employee to arrange to switch with another employee and complete a shift change request and submit to the AMP TMC Signal Operations

Manager/TMC Manager. If the shift falls on a time not available to the employee based on his/her latest availability, it is the responsibility of the Operators to inform the Floor

Manager, who will then and only then make sure the shift is covered.

Overtime and Extra Hours

- FDOT may request hours outside normal operating hours be covered by AMP TMC Staff.

This includes nights, weekends, and holidays. The TSM&O Program Manager shall provide advanced notice of such requests to the Operations Contract Manager.

- In this event AMP TMC Operators may be requested/required to work extensive hours beyond expected. Any overtime hours (40+ hours) must be approved by the AMP TMC

Signal Operations Manager/TMC Manager.

Failure to Report for a Shift

- Operators who are absent without authorization or notifying a supervisor for three consecutive days shall be deemed to have resigned from their position.

Planned Leave Requests

The AMP TMC provides eligible Operators leave for a variety of reasons. The following summarizes vacation and time off policies:

- AMP TMC will attempt to grant all operators time off at the time they desire to take it;

however, adequate staffing must be maintained at all times.

FDOT D4 TSM&O | Control Room Management 14

- Time off must be scheduled in advance with prior written approval and in accordance with company policies. AMP TMC Operators must submit a request time off form within two weeks to qualify for time off.

- Where conflicts develop, they will be resolved as fairly as possible. With the exception of requests for time off on or near holidays, preference will generally be given to the

Operator who makes the earliest request.

- Any requests for time off greater than one week in duration shall be submitted within one month of expected time off.

Unplanned Leave Requests

Unplanned leave is defined as an extended period of unscheduled absences resulting from unforeseen circumstances including personal illness, injury, medical quarantine, and family emergencies. AMP TMC Operators unable to report as assigned shall notify their supervisor at least 8 hours prior to the start of their shift when possible. Operators shall notify their supervisors prior to each shift missed due to an unplanned leave.

Documentation by a supervisor is required for the following:

- Unplanned absences in excess of two working days

- Any absence where more than two single non-consecutive days are taken within a two week period

- Before or after holidays and weekends

- Absence during periods where a Planned Leave Request was disapproved

Failure to notify a supervisor no later than 30 minutes after scheduled start time will be considered unexcused; excessive “no call no shows” will result in disciplinary action up to and including termination.

Control Room Staffing

Broward County

AMP TMC staff shall work together with District 4 Freeway Management Program staff and

Broward County Traffic Engineering Division (BCTED) staff to effectively manage the transportation infrastructure as specified within this document.

Palm Beach County

AMP TMC staff shall work together with Palm Beach County Traffic Division staff to effectively manage the transportation infrastructure as specified within this document.

FDOT D4 TSM&O | Control Room Management 15

Operator Shift Start Up Shift start-up procedures ensure that AMP TMC Operators are aware of existing traffic events, unexpected tasks to be completed during their shift, status of all equipment and systems, and any changes to AMP TMC policies and procedures.

- Log into workstation computers using username and password.

- If applicable, brief with Operator being relieved regarding any change in policy and active events.

- Log into SunGuide and verify active traffic events and ADMS messages for accuracy.

- Open My Florida 511 website (http://www.FL511.com) and verify any pertinent events.

- Open the FHP Website (http://www.fhp.state.fl.us/traffic) and verify any pertinent events.

- Open the Broward County Construction Project weekly lane closures website

(http://www.d4fdot.com/bcfdot/closures_index.asp) for pertinent work zones.

- Open ATMS.now using username and password and verify traffic signal system health.

- Open Solarwinds and verify network connectivity to all ITS devices.

- Verify all ITS device statuses. Report any malfunctioning devices via MIMS.

- Check business emails account. Acknowledge any changes in procedure received via email immediately.

- Log into workstation computers using username and password.

- If applicable, brief with Operator being relieved regarding any change in policy and active events.

- Log into Incident Management Database (IMD) and verify active traffic events for accuracy.

- Open My Florida 511 website (http://www.FL511.com) and verify any pertinent events.

- Open the FHP Website (http://www.fhp.state.fl.us/traffic) and verify any pertinent events.

- Open the Broward County Construction Project weekly lane closures website

(http://www.d4fdot.com/bcfdot/closures_index.asp) for pertinent work zones.

- Open ATMS.now using username and password and verify traffic signal system health.

- Verify all ITS device statuses and report in weekly ITS Device Status Checklist.

- Check business emails account. Acknowledge any changes in procedure received via email immediately.

http://www.fl511.com/ http://www.fhp.state.fl.us/traffic http://www.d4fdot.com/bcfdot/closures_index.asp http://www.fl511.com/ http://www.fhp.state.fl.us/traffic http://www.d4fdot.com/bcfdot/closures_index.asp

FDOT D4 TSM&O | Control Room Management 16

Operator Shift Close Out The shut-down procedures herein ensure that AMP TMC Operators are aware of tasks to be completed at the end of their shift. In addition this procedure will provide the necessary steps required should there be a severe event ongoing at the end of their shift.

Broward County

- Verify active traffic events, ADMS messages, and FL 511 information for accuracy.

Update active events to reflect their current status.

- If applicable, brief with arriving Operator regarding any change in policy and active events.

- Log out of all computer applications and systems. (SunGuide, ATMS.now, etc.)

- Log out of the computers at their workstation

- Verify active traffic events and FL 511 information for accuracy. Update active events to reflect their current status.

- If applicable, brief with arriving Operator regarding any change in policy and active events.

- Log out of all computer applications and systems. (Incident Management Database, ATMS.now, etc.)

- Log out of the computers at their workstation

- Clock out

Quality Control

Quality Control (QC) can be defined as the actions performed to ensure the desired level of quality of a product, service, or process. The goal of high quality is reached by careful planning, proper use of equipment, continued inspection, and corrective action as required. By assessing the quality errors which occur in the TMC, there lies an opportunity to eliminate steps that do not add value and to improve the efficiency of those that do.

The QC process is an essential task of AMP TMC Operations; errors which occur in day-to-day tasks need to be identified, collected, reviewed, addressed and corrected. In order to appropriately establish an effective quality control process, the TMC has developed a process to ensure the quality of services and the information provided:

Identification

Error identification within the TMC is separated into the following categories based on the overall impact to the TMC’s service level:

1. Data Entry

FDOT D4 TSM&O | Control Room Management 17 o Selecting the incorrect event type o Selecting the incorrect managing TMC o Selecting the wrong location o Selecting the incorrect event status o Failing to input vehicle description and tag, in conjunction with failure to enter a comment as to why the information was unavailable o Selecting the wrong lane blockage configuration o Failing to document any injuries and/or fatalities o Failing to document whether the incident involved HAZMAT o Failing to document whether the incident involved a fire (not applicable to events originally input as “Vehicle Fire” events) o Failing to document whether the incident involved a roll over o Failing to input the corresponding FHP Incident Number (if applicable) o Failing to document the notification, update, and/or final follow-up with partner agencies o Incorrectly or failing to attach a primary incident to a secondary incident and vice versa o Failing to make the incident active within two minutes of confirmation (for unconfirmed events only) o Failing to document CCTV ID and/or preset o Failing to document roadway, weather, and lighting conditions o Inputting the wrong event severity o Failure to notify media and follow-up (if applicable) o Failure to notify PIO and follow-up (if applicable)

2. ADMS

o Failing to activate a message o Failing to verify the device is activated or deactivated o Selecting the wrong message o Selecting the wrong sign(s) o Failing to post signs for an incident which requires signing within 5 minutes of the event becoming active; or failing to comment why the device was no active within the time allotted.

o Failing to utilize all applicable signs for an incident o Failing to update all applicable signs to reflect event changes o Failing to include applicable comments for an event o failing to remove all applicable messages

3. Email o Failing to send out an email alert o Selecting the incorrect group and/or leaving a group out of an email o Sending out an incorrect message

FDOT D4 TSM&O | Control Room Management 18 o Failing to send messages for an incident within five minutes after confirmation of incident o Failing to update email with any changes or additions o [failure to verify that the email was sent o Failing to send cleared message

4. FLATIS

o Failing to send message to the FLATIS system o Failing to update FLATIS with current information and/or every 30 minutes throughout the incident duration o Failure to verify that the message is activated/deactivated on the FLATIS system o Failing to remove a message from the FLATIS System

5. Interagency Events o Failure to enter the other agency’s event number o Failure to enter the type of event that the other agency is monitoring o Failure to enter the location description into the comments field o Failure to document the notifier’s name

6. Miscellaneous o Failure to notify applicable agencies and/or managers o Failing to include any relevant comments regarding the event.

o Failing to document infrastructure damage o Failing to notify FDOT Maintenance o Failure to enter the FHP HSMV number (if applicable) o Failure to use floodgate for extended full closures, diversions, etc.

o Failure to remove floodgate o Failing to clear all emergency responders before closing an event

All errors are up for discussion. If an Operator makes comments in the event explaining why standard procedures or actions were not adhered to, then those possible errors will not be issued. If any error is corrected within five minutes of initial action, then no error will be issued.

Every error given to Operators will not be discussed.

Collection

During the collection phase, the AMP TMC Signal Operations Manager/TMC Manager utilizes a variety of reports which are generated from the SunGuide system. There reports are generated and collected on a weekly basis. Overall, there are 25 reports which can be generated from the

SunGuide system. Three are used during the QC process. The AMP TMC currently collects data on incident with active travel lane blockages. These have been identitied as the greatest event type which have a significant impact on traffic conditions. The following reports are used to aide in QC Management.

FDOT D4 TSM&O | Control Room Management 19

1. Event Detail Chronology – detailed history of all incidents occurring in the specified time range

2. Event Response – response times and detailed priority level breakdown of all incidents occurring within the specified time range

3. QA – agencies response summaries with missing times of all incidents occurring in the specified time range

Review

During the review process, AMP TMC Signal Operations Manager/TMC Manager evaluates the previously indicated reports by assessing specific factors collected in each of the reports.

- The Event Detail Chronology report analysis is an integral part of the QC process, where the AMP TMC Signal Operations Manager/TMC Manager will review each aspect of an incident. This analysis allows the evaluator to clearly detect an error and correctly document them.

- The Event Response report shows how quickly the AMP TMC responds to an event. By comparing the event type to the total event response time, the evaluator can determine whether the incident was managed in a correct and timely fashion.

- The DMS reports depict how well the signs were utilized to manage incidents. By evaluating the number of events and messages used, the evaluator can conclude whether the AMP TMC Operator are using the devices efficiently and effectively.

- The QA report provides a snapshot view of the missing times associated with an agency’s response. The reason for the missing times is primarily a data entry error.

Data Collection

After the review is conducted, the AMP TMC Signal Operations Manager/TMC Manager will input errors into an MS Access Database which provides the ability to enter, query, and report specific error trends. Reports are generated on a weekly basis. The report lists the Operator(s), incident number, date, error type, and comments for the reason of error. This report includes graphs and charts to visually depict error trends within the AMP TMC.

In addition to the QC weekly reports, a monthly report is generated providing a summary review of the error rate within the past month. As with the weekly report, the monthly report is submitted with graphs and charts to visually depict error trends within the AMP TMC.

Feedback

After the review is conducted, the AMP TMC Signal Operations Manager/TMC Manager will group the errors by AMP TMC Operator. This list of incident reports should be reviewed with each AMP TMC Operator that generated the errors. This list is determined by a trend level, where once a trend has been detected, the AMP TMC Signal Operations Manager/TMC

Manager intervenes and provides a direct training solution to the error. A QC error trend is

FDOT D4 TSM&O | Control Room Management 20 considered to be a consistent number of errors which occur in the same category and specific error type.

Correction

Some errors mentioned above are correctable. These particular errors do not have an impact on the AMP TMC response time or service level, but are considered as procedural errors. These can be correct by using the Audit menu item located in SunGuide and by reopening events to correct the data. The following is a list of errors that are corrected and the utility used to correct the error (errors are corrected only by the AMP TMC Manager based on information provided by the Operator):

- Data Entry o Even Location and Congestion: Audit o Event Status: Audit o Event Type: Audit o Lane Blockage: Audit o Responder Times: Audit o Vehicles Involved: Audit o Notification Agency and Contacts: Audit o Vehicle Dispatch: Audit (not applicable to AMP TMC Operations)

Security Requirements Prior to September 11, 2001, the United States had been mostly spared from terrorist attacks, although problems related to vandalism, the deliberate spreading of computer viruses, and disgruntled employees were not uncommon. Today, transportation agencies are addressing the need for threat and vulnerability assessments, and are re-examining how existing emergency management plans will play out during an emergency such as an attack on homeland security

It is the policy of the Department of Transportation (Department) to treat information and information technology (IT) resources as strategic assets and to protect those assets from misuse, abuse, and loss through the management of a comprehensive IT resources security program. IT resources include computer hardware, software, networks, connections, applications (including web based and email), and data.

The DOT Chief Information Officer (CIO) is responsible for administering the Department’s data and IT resources program. The Secretary will designate an Information Security Manager (ISM) to assist the CIO in administering the IT resources security program. All offices within the

Department that develop computer systems shall coordinate required security efforts with the

ISM. Offices may designate computer security coordinators to work with the ISM on security efforts.

FDOT D4 TSM&O | Control Room Management 21

The Department’s IT resources security program is defined by the following areas:

- Confidentiality of information and data

- Control of IT resources o Email o Internet o Social media sites o Hardware and software

- Physical security and access to data processing facilities

- Logical and data access controls

- Network security

- Protection against loss

- Compliance

This policy applies to all Department owned information systems that access, process, or have custody of data. This includes all owned, leased, and contracted services involving mainframe, microcomputer, distributed processing, and networking environments. Department IT resources are intended to be used for Department business.

Each individual accessing Department information technology resources is expected to use good judgment and common sense to avoid abuse and inappropriate use of resources. For example, it is inappropriate to use any resource in a manner which will: interfere with the timely performance of an individual’s normal work duties; cast disrespect or adverse reflection upon the Department; reduce public confidence; support a personal business; support political or religious activities; or detract from the Department’s routine functions. Furthermore, employees shall not access, send, store, create, or display inappropriate materials including, but not limited to, gambling, any illegal activity, sexually explicit materials, or materials that include profane, obscene, or inappropriate language, or discriminatory racial or ethnic content.

Each individual with authorized access to Department information technology resources shall be responsible for appropriately maintaining systems security. All users are required to comply with all controls established by information technology resource owners and custodians, for protecting confidential information against unauthorized disclosure, and for protecting the

Department from unauthorized access to information resources, including physical connections to the Department network.

Each individual is required to comply with the terms and conditions of any license or copyright that applies to the use of any software used for Department business.

Each individual that has been granted privileged or specialized security authorizations considered to be in a position with trusted security requirements. This includes, but is not limited to, individuals that grant security authorizations, administer networks and servers, use voice and telecommunications diagnostic equipment, use remote control software, migrate

FDOT D4 TSM&O | Control Room Management 22 software and code from test to production environments, or perform other security-related activities deemed critical by their manager or supervisor.

All users are required to immediately report any breach of security to the Information Security

Manager and Chief Information Officer, including, but are not limited to, unlawful accesses, suspected intrusions, theft, or other actions that compromise the security of an information technology resource. Additionally, the CIO or ISM must report all major information security incidents to the State Office of Information Security.

Each individual with authenticated access to the Department’s information technology resources must follow this policy and all information security standards and procedures. Any request for a change or exception to this policy may be submitted via e-mail to the Chief

Information Officer.

Misuse or abuse of any information technology resource, including e-mail, Internet access, and social media sites, may result in access being revoked and disciplinary action for Department employees, up to and including dismissal. Misuse or abuse of Department information technology resources by contractors, consultants, or other persons may result in revocation of access, termination of contracts, or other legal action. All users are on notice that state or federal law may impose criminal penalties for certain computer related acts that may also constitute violations of this policy.

Confidentiality of Information and Data

Information systems access shall be limited to individuals having an authorized need to use the information. Data file and program access will be limited to those individuals authorized to view, process, or maintain particular systems.

Confidential information or confidential data is information not subject to inspection by the general public under state or federal law, rule, or regulation. Confidential information and data must be made readily identifiable by the owner and treated as confidential in its entirety.

“Sensitive” agency-produced software is those portions of data processing software, including the specifications and documentation, which are used to:

- Collect, process, store, and retrieve information that is exempt from s. 119.07(1)

- Collect, process, store, and retrieve financial management information of the agency, such as payroll and accounting records; or

- Control and direct access authorizations and security measures for automated systems.

A sufficiently complete history of transactions associated with the use of sensitive software will be maintained, as determined by risk analysis and technical feasibility, to permit an audit of the use of the software.

Confidential data of information must be encrypted before being transmitted over a network.

Additionally, encryption must be enabled on information technology resources to include but

FDOT D4 TSM&O | Control Room Management 23 not be limited to desktop computers, notebooks/laptops, servers, PDAs, Blackberries, thumb drives, etc. that store or are used to transport confidential data and/or information.

While the Department expects users to adhere to the requirements regarding confidential data and information, users should have no expectation of privacy since the data they create or receive on the state network system is the property of the State of Florida and is subject to the requirements of Chapter 119, Florida Statutes, Public Records.

Internet

Employees are granted use of the Internet to carry out the mission of the Department and to promote efficiency and improved communications with our internal and external customers.

The Internet should be used for business purposes. Any personal use of the Internet must be brief, infrequent, and in compliance with the expectations described previously. Internet access is only authorized through the Department’s proxy server unless specifically approved and documented by the Information Security Manager.

The Office of Information Systems will maintain detailed records of all Internet usage for use in detecting abuse or misuse of this resource without notice to employees.

The AMP TMC will utilize a Web Protection software on all workstations, approved by the

Department, that will provide continuous protection against malware and inappropriate websites. The TMC Network Manager will manage the WHITELIST of approved sites that staff can view at each workstation. Sites that are not on the WHITELIST will not be accessible. If a

TMC employee comes across a site that is blocked but would improve the TMC’s performance that website should be submitted to the TMC Manager and TMC Network Manager for approval. All sites on the WHITELIST are strictly work related.

Each week a Supervisor or Network Manager will run a report at each work station to review the Account Activity Report. The URL Requests will be logged for each workstation for the previous week including date/time, content category and URL. The Management staff member will look for any non-WHITELIST URLs. If any are located the employee at that work station for that time period will be identified and disciplinary action will be taken and logged. The Network

Manager will add that site to the BLACKLIST and investigate how the WHITELIST was breached.

The TMC Manager will file all reports and provide them to the FDOT Project Manager and the

FDOT ITS Engineer when requested.

Whitelist of Approved Websites

- FL511.com

- Here.com

- 511ga.com

- 511southflorida.com

FDOT D4 TSM&O | Control Room Management 24

- cctvtraffic.net

- cjisonline.com

- cosharepoint.dot.state.fl.us

- emilms.fema.gov

- flhmsv.gov

- floridadisaster.com

- floridawebeoc.com

- floridaturnpike.com

- gac-smarttraffic.com

- imwx.com

- metriceng.com

- oracle.com

- smartsunguide.com

- trafficcast.com

- training.fema.gov

- twimg.com

- twitter.com/MyFDOT

- twitter.com/fl511_northeast

- wxug.com

- FHP District 4 - http://www.flhsmv.gov/fhp/traffic/crs_h302.htm

- GMail– https://mail.google.com/mail/u/0/?shva=1#inbox?compose=13ad69b12925066e

- INRIX - http://i95.inrix.com/I95/Traffic.aspx

- FL511 - http://www.fl511.com/Events.aspx

- DOT Mile Markers-http://www.dot.state.fl.us/TrafficOperations/Operations/exitnumb/exitnumb.shtm

- NWS Radar - http://radar.weather.gov/Conus/full_loop.php

- MetricEmail-https://mail.metriceng.com/owa/auth/logon.aspx?replaceCurrent=1&url=https%3a%2f

%2fmail.metriceng.com%2fowa%2f

- Deltek - https://acctappsrv.metriceng.com/VisionClient/#

- INRIX - http://i95.inrix.com/I95/Traffic.aspx

- Google Maps- http://maps.google.com

- Wunderground- www.wunderground.com

- Weather.com- www.weather.com

- Google- www.google.com

- Managed Lanes- http://www.95express.com/

- AA Roads- http://www.aaroads.com/

- Educate 511- http://www.educate.fl511.com/

- PIO- http://cosharepoint.dot.state.fl.us/sites/PIO/default.aspx http://www.flhsmv.gov/fhp/traffic/crs_h302.htm https://mail.google.com/mail/u/0/?shva=1#inbox?compose=13ad69b12925066e http://i95.inrix.com/I95/Traffic.aspx http://www.fl511.com/Events.aspx http://www.dot.state.fl.us/TrafficOperations/Operations/exitnumb/exitnumb.shtm http://radar.weather.gov/Conus/full_loop.php https://mail.metriceng.com/owa/auth/logon.aspx?replaceCurrent=1&url=https%3A%2F%2Fmail.metriceng.com%2Fowa%2F https://mail.metriceng.com/owa/auth/logon.aspx?replaceCurrent=1&url=https%3A%2F%2Fmail.metriceng.com%2Fowa%2F https://acctappsrv.metriceng.com/VisionClient/ http://i95.inrix.com/I95/Traffic.aspx http://maps.google.com/ http://www.wunderground.com/ http://www.weather.com/ http://www.google.com/ http://www.95express.com/ http://www.aaroads.com/ http://www.educate.fl511.com/ http://cosharepoint.dot.state.fl.us/sites/PIO/default.aspx

FDOT D4 TSM&O | Control Room Management 25

- https://twitter.com/fl511_northeast

- https://twitter.com/MyFDOT

Social Media Sites

The Department’s Public Information Office is responsible for administering the Department’s social media outreach program and establishing the Department’s social media accounts.

Access to social media sites such as YouTube, Facebook, and Twitter is provided for business purposes. No employee may post content related to Department business except through

Department approved accounts and subscription logon credentials.

Any personal use of social media sites must utilize personal account credentials that are not affiliated with the Department. Access to personal accounts must be brief, infrequent, and in compliance with the expectations described previously.

Hardware and Software

All computer hardware and software used by Department personnel in the performance of their duties for the Department will be Department owned or leased. Exceptions for special circumstances may be approved with an Information Resource Request, Form No. 325-005- 01 in accordance with Procedure No. 325-080-001, Acquiring Information Technology Resources.

If an exception is approved, it is the responsibility of the equipment owner to implement appropriate security controls to safeguard their equipment. The Department will not provide support for non-Department owned or leased hardware or software and will not be liable any damage resulting from connectivity to Department information technology resources.

Only authorized personnel will use software that allows observation or control of a remote computer. Remote control will be used for the sole purposes of testing, systems maintenance, troubleshooting, and user support. This software must provide an “acceptance” or

“notification” mechanism to a remote user, informing them that their computer is under remote control.

A user may not install personal hardware or software on Department equipment unless it is specifically approved with an Information Resource Request, Form No. 325-005-01, in accordance with Procedure No. 325-080-001, Acquiring Information Technology Resources.

Exporting software, technical information, encryption software or technology in violation of international or regional export control laws is illegal.

Under no circumstances will game or entertainment software be used on Department owned or leased machines unless it is specifically approved with an Information Resource Request, Form No. 325-005-01, in accordance with Procedure No. 325-080-001, Acquiring Information https://twitter.com/fl511_northeast https://twitter.com/MyFDOT

FDOT D4 TSM&O | Control Room Management 26

Technology Resources. Games are not to be used for training. All game and entertainment portions of an authorized software package must be removed immediately.

When it is beneficial to the State and approved in advance by the employee's supervisor or higher management, Department owned or leased personal computers may be used for educational and training purposes for the following programs or related courses:

- Certified Public Manager (CPM)

- Educational Leave With Pay (ELWP); and 001-325-060-e

- Any course that meets a work-related need as determined by the supervisor, including courses taught by or for the Department. This does not include tuition waiver courses taken by employees at a state university on a space available basis.

This policy shall not be construed to prohibit the authorized evaluation of hardware, software, or new technologies.

Physical Security and Access to Data Processing Facilities

Information shall be created and maintained in a secure environment. The cost of security shall be commensurate with the value of the information, considering value to both Department and to a potential intruder. Measures with respect to the creation and maintenance of information will be taken to ensure against the unauthorized modification, destruction, or disclosure of information by any person at any location, whether accidental or intentional. Safeguards will be established to ensure the integrity and accuracy of Department information that supports critical functions of the Department, and for which processing capabilities must be provided in the case of a disaster.

Logical and Data Access Controls

Access to and use of the Department’s information technology resources is authorized for a specific individual and must be used exclusively by that individual. This access is managed by assigning authentication controls, a unique user id and password, to each authorized individual who needs access to the Department’s information technology resources.

Access passwords must not be shared or entered by any automatic means, such as with macros.

It is the user’s responsibility to protect all of his or her passwords from being disclosed and to refuse identification of any other user’s password.

Passwords which prevent workstations from booting or powering up shall not be used on any

Department owned or leased microcomputers or workstations without specific Office of

Information Systems (OIS) approval, documentation and control.

Controls shall be established to maximize the accuracy and completeness of data.

Adequate separation of functions must be maintained to help prevent fraud or other unauthorized activity. Test functions shall be kept either physically or logically separate from

FDOT D4 TSM&O | Control Room Management 27 production functions. Copies of production data shall not be used for testing unless the data has been desensitized or unless all personnel involved in testing are otherwise authorized access to the data.

After a new system has been placed in operation, all program changes shall be approved before implementation to determine whether they have been authorized, tested, and documented.

Network Security

Computer hardware shall not establish simultaneous network…