Vaughn is one of the fastest-growing cities in Ontario, Canada. In 2016/2017, they embarked on a long-term, performance-based winter road maintenance contract. This marks a significant shift in the way winter road maintenance contracts have been structured, and it contains many innovative approaches that rethink the way winter maintenance services are delivered to residents. Find out more about their contract development process, how citizen experience evaluations are obtained, and the program's successes and pitfalls in this first contract year. Learning Objectives: Identify the lessons learned from Vaughn's winter road maintenance contract development process. Explore the many new approaches contained in the contract for improved operational performance and citizen experience. Evaluate how to establish a performance-based contract that includes quality control and assurance, and better contract oversight.

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Contributor(s)

Carmine Forgione;Adam Paylor;Tonie Scauzillo;Frank Tarquini