In the context of P3 projects, the term “operations” involves a comprehensive range of activities to ensure the efficient, safe, and reliable management of both horizontal infrastructure (such as toll roads, highways, bridges, and tunnels) and vertical/social infrastructure (such as buildings, schools, hospitals, and civic facilities).

These activities cover the day-to-day management and maintenance tasks necessary to keep the infrastructure in optimal condition and available for public use. Both types of infrastructure typically require the use of Computerized Maintenance Management System (CMMS) to effectively track work orders, ensure compliance, manage asset lifecycles, generate performance reports, and address customer complaints.

Vertical Infrastructure

• • Building Operations Management – Ensuring the efficient functioning of building systems such as HVAC, plumbing, elevators, security, and fire safety through regular monitoring.
  • Systems Management – Management of certain systems within a particular infrastructure asset, such as building management systems (BMS) or building automation systems (BAS).
  • Helpdesk and Customer Services – Managing helpdesk operations to handle facility-related issues, coordinate repairs, and provide customer service for tenants or users of the building.
  • Energy Management – Monitoring and optimizing energy use, maintaining equipment for efficient operation, and implementing energy-saving measures to meet sustainability goals.
  • Safety and Security Services – Ensuring building security through surveillance systems, access controls, and on-site security personnel while managing safety protocols and emergency response plans.
  • Environmental Sustainability Initiatives – Implementing initiatives like waste management, water conservation, and green building practices to enhance sustainability and reduce the facility’s carbon footprint.
  • Performance Monitoring – Regularly assessing and reporting on key performance metrics related to building operations, energy use, customer satisfaction, and maintenance compliance.
  • Compliance and Certification Management – Managing compliance with local building codes and safety regulations and obtaining necessary certifications (e.g., LEED) for sustainable practices.
  • Emergency Preparedness – Developing and maintaining emergency response plans, conducting drills, and coordinating with local authorities to handle incidents such as fires, floods, or power outages.
  • Asset Management – Tracking the condition of assets within the facility, scheduling replacements or upgrades as needed, and ensuring long-term value through proactive management.

Horizontal Infrastructure

• • • Incident Response – Rapid detection and response to accidents, vehicle breakdowns, or emergencies, coordinated by traffic management centers to minimize disruptions and restore traffic flow promptly.
    • Traffic Management Center (TMC) Dispatch – Real-time monitoring and coordination of traffic through dispatching response teams, controlling signals, and providing public information on incidents and road conditions.
    • Toll Collections – Managing toll collection systems (manual and electronic), ensuring accurate revenue capture, minimizing toll evasion, and providing customer support related to toll payments and account management.
    • Mowing and Litter Pick-Up – Routine maintenance tasks such as mowing grass along Right-of-Way (RoW) and removing litter to maintain road safety, aesthetics, and environmental compliance.
    • Aesthetics – Removal of graffiti and upkeep of landscaping.
    • Customer Service – Operating help desks and call centers to address customer inquiries, complaints, and toll disputes, ensuring high levels of satisfaction and engagement.
    • Emergency Management and Safety – Developing and implementing plans to respond to emergencies such as accidents, fires, and hazardous spills in coordination with local emergency services to protect life and property.
    • Performance Monitoring and Reporting – Ongoing monitoring of key performance indicators (KPIs) like response times, system uptime, toll revenue accuracy, and customer satisfaction, ensuring compliance with contractual obligations.
    • Environmental Management – Mitigating the environmental impact of infrastructure by managing stormwater, maintaining air and water quality, and complying with environmental regulations.
    • Utility and Facility Management – Overseeing critical infrastructure systems like ventilation, electrical, and water systems to ensure they function safely and efficiently.
    • Seasonal and Emergency Operations – Preparing for and managing seasonal conditions, such as snow removal in winter or hurricane preparations, to keep infrastructure safe and operational year-round.
    • Specialized Operation Services – This may include bridge tendering operations and tunnel management (SCADA, ventilation, and flood response).
    • Oversized Permits Management – Issuing and managing permits for oversized and overweight vehicles, coordinating with permitting agencies, and monitoring compliance to prevent damage and maintain traffic flow.
    • Third-Party Hazardous Release Management – Developing response plans for hazardous material (HAZMAT) incidents, which post a health and/or physical hazard, coordinating containment and cleanup efforts, and ensuring compliance with safety and environmental regulations.
    • Permitting and Utility Locates along the Corridor – Managing permits for utility work, coordinating with contractors and utility companies to avoid damage during excavation, and maintaining safety standards to minimize disruptions.

The term “routine maintenance” refers to maintenance activities conducted regularly to keep the asset in an acceptable and safe operating condition, ensure it is fit for its intended purpose, and comply with the requirements of the P3 agreement. These activities are essential in preventing deterioration, minimizing operational disruptions, and extending the asset’s lifespan. 

• Vertical Infrastructure
  • Routine maintenance for vertical and social infrastructure includes a wide range of activities to maintain building systems and finishes: 
• Mechanical-Electrical-Plumbing (MEP) Systems – Regular inspections, maintenance, and replacement of parts for HVAC systems, plumbing, and electrical components to ensure optimal performance and safety. 
• Lighting Systems – Maintenance of interior and exterior lighting fixtures, bulbs, and controls to ensure adequate illumination and energy efficiency. 
• Fire Protection Systems – Regularly testing and maintaining fire alarms, sprinklers, extinguishers, and other fire suppression systems to comply with safety regulations. 
• Vertical Circulation Systems – Maintenance and inspection of elevators, escalators, and moving walkways to ensure safe and reliable operation. 
• Information Technology and Communication Systems – Routine checks and updates for communication networks, data systems, and audiovisual equipment to ensure uninterrupted service. 
• Exterior Finishes and Components – Maintenance of exterior elements, including walls, paint, façade, roofs, windows, glazing, and waterproofing to prevent weather damage and deterioration. 
• Interior Finishes and Elements – Regular upkeep of interior surfaces such as walls, paint, wall coverings, flooring, ceilings, doors, hardware, signage, built-in furniture, and fixtures to maintain aesthetic quality and functionality. 
• Landscaping and Grounds Maintenance – Ongoing care of landscaped areas, including lawn mowing, tree trimming, irrigation system maintenance, and pest control to enhance the appearance and safety of the facility grounds. 
• Horizontal Infrastructure 
  • Routine maintenance for horizontal infrastructure, such as roadways, bridges, tunnels, and other transportation assets, focuses on ensuring safety, functionality, and compliance with performance requirements: 
• Road Surface Maintenance – Regularly inspect and repair concrete and asphalt pavement surfaces, including patching potholes, filling depressions, and maintaining smooth road conditions. 
• Raised Pavement Markers and Striping – Replacing or repainting pavement markers, lane striping, and other roadway markings to maintain driver visibility and safety. 
• Delineators, Guardrails, and Attenuators – Repairing or replacing damaged guardrails, crash attenuators, delineators, and other safety devices to reduce accident risks and enhance roadside safety. 
• Barrier Walls and Noise Walls – Inspecting and maintaining barrier walls and noise walls to ensure they remain structurally sound, effective, and visually acceptable. 
• Lighting – Regular maintenance of roadway and bridge lighting systems, including replacing bulbs, repairing fixtures, and ensuring proper functioning of electrical systems for adequate visibility and safety. 
• Bridge Maintenance – To maintain structural integrity and prolong service life, comprehensive inspections and repairs of bridge components, including expansion joints, bearings, deck surfaces, superstructures, substructures, and drainage systems. 
• Tunnel Maintenance – Inspecting and maintaining tunnel components such as ventilation, lighting, fire suppression, drainage, and emergency communication systems to ensure safety and operational efficiency. 
• Drainage Systems – Regularly clean and maintain storm drains, culverts, and ditches to prevent water accumulation, flooding, and road damage. 
• ITS Devices – Maintaining Intelligent Transportation Systems (ITS) such as cameras, dynamic message signs, traffic sensors, and communication equipment to ensure real-time traffic management and information dissemination. 
• Tolling Equipment – Regular inspection, cleaning, calibration, and repair of toll collection equipment, including electronic toll collection systems, RFID readers, license plate recognition cameras, and payment systems, to ensure accurate toll collection and efficient operations. 
• Signage Maintenance – Ensuring all road signs, dynamic message signs, and other wayfinding tools are visible, legible, and in good condition to provide accurate information to road users. 

Routine maintenance is crucial in P3 projects for vertical and horizontal infrastructure as it prevents minor issues from becoming significant problems, ensures safety, and complies with regulatory requirements. By maintaining the asset to the agreed standards outlined in the P3 Agreement, both the public sector and private partner can ensure long-term asset performance and value. 

When routine maintenance is conducted in accordance with industry best practices or manufacturer’s recommendations and timelines, it is generally referred to as “preventive maintenance.” Implementing a preventive maintenance program leads to systems that last for their intended design life (or longer) and this in turn helps meet budget expectations or add long-term savings.

Conversely, when routine maintenance activities are postponed, it is referred to as “deferred maintenance.” In traditional procurement processes, public agencies may defer rehabilitation work due to budget constraints, leading to asset deterioration and higher costs in the long run, for example, the need to fully replace systems or asset elements before the end of their anticipated design life. In some cases, prolonged deferred maintenance can lead to unsafe situations, especially for people with disabilities. Deferred maintenance issues on sidewalks and bridges, for example, may lead to high legal costs due to accidents or injuries. This also results in high procurement costs and cumbersome processes as compared to a P3.

Under a P3 arrangement, the private partner is contractually obligated to perform timely, routine rehabilitation to avoid deferred maintenance issues and ensure that the asset remains safe, functional, and compliant with performance (or manufacturers’) requirements.

“Rehabilitation work,” also referred to as lifecycle work or renewal work, refers to the replacement of an asset element at the end of its design or useful life. Examples include the replacement of HVAC systems every 15 to 20 years, which is the average anticipated life of such systems, or pavement rehabilitation using the mill and fill method, where the top layer of asphalt or concrete pavement is milled (removed) and replaced with a new layer to restore the surface quality, correct structural deficiencies, and extend the roadway’s lifespan. By transferring the rehabilitation risk to the private sector, the P3 procurement method aligns the interests of both public and private partners, ensuring that assets are maintained at a high standard and reducing the financial burden and uncertainty for the public sector. This risk transfer is a fundamental reason why P3s are often preferred for complex infrastructure projects with long-term maintenance and rehabilitation needs. 

In a P3 structure the project company will typically provide financing for the upfront design and construction cost to build the project. The project owner will then repay the project company over the term of the project (usually between 20-75 years), typically using one of the following Revenue Models:

• Availability Payments

“Availability payments” refers to a P3 structure with an O&M component (i.e., DBFM or DBFOM), which is akin to a mortgage loan. Under this structure, the privately financed option of the capital costs is paid back to the project company over the length of the P3 agreement. The availability payment made by the public sector to the project company can be quarterly, semiannually, or annually. The term “Availability” refers to how the asset that is operated and/or maintained by the developer’s O&M service provider must be available and accessible to users of that facility in accordance with the requirements of the P3 agreement. In addition to the availability of the facility or infrastructure asset, the performance of the O&M service provider (and consequently, the P3 developer) is measured against the Key Performance Indicators (KPIs) set forth in the P3 agreement.

Should the facility or infrastructure asset be unavailable to facility users, the public owner can deduct a predetermined portion of the availability payment, an amount determined by the importance of the area in question or the severity of the non-compliance.

• Revenue Risk

“Revenue risk” refers to a P3 structure with an O&M component (i.e., DBFM or DBFOM) under which the P3 Developer recoups its costs and equity through user fees. In this model, the asset built, and services provided generate revenue to service the debt and provide a return on investment to private equity.  Toll roads, parking structures and housing are common infrastructure projects that utilize this model.  While responsibility for design, build, finance, maintenance, and operations is assigned to a private sector entity, the public sector retains ownership of the asset and sets policy for fees to be charged.