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Business Case Primer: Communicating the Value of Transportation Systems Management and Operations


This business case primer provides the "who, what, when and how" to successfully communicate the business case for TSM&O. It is intended to help practitioners communicate messages about the value and benefits of TSM&O so that key decision makers and peers will actively support TSM&O implementation and integration within their agency.

Three basic steps will allow you to communicate successfully:

  • Identify target audiences and reasons to implement TSM&O that resonate with each
  • Learn about opportunities for communication—informal and formal
  • Prepare to deliver the message whenever the opportunity is available

Also included:

  • Specific messages organized by audience type (decision makers, implementers, travelers) and problem/issue
  • Effective communication messages from agencies and organizations that support TSM&O Summaries of communication messages, facts, and sound bites by audience and sub-audiences
  • Summaries of communication messages, facts, and sound bites by audience and sub-audiences

Source Organization Location


Operations Area of Practice

    Communicating Reliability Information

Organizational Capability Element

    Outreach & Marketing

Content Type

FAQs / Benefits Brochure

Role in Organization

Transportation Planner
Senior Engineer
Manager / First Line Supervisor
Director / Program Manager
CEO / GM / Commissioner
Senior Manager
Transit Professional

Publishing Organization

SHRP2 Program

Maturity Level of Program

Monitoring (L4)
Deployment (L3)
Assessment (L1)
Development (L2)


Available Tools

Document Downloads

Prime Contractor
ICF International
Janet D'Ignazio and
Beverly Bowen
Issue Date