Managing infrastructure vulnerability: An empirical study on the use of performance management systems that seek to reduce vulnerability of network industries

Many governments use Performance Measurement Systems (PMS) to measure vulnerability of network industries and to manage the process of reducing this vulnerability. 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 PMS in both industries. Next, we confront the characteristics of these PMS´s with the underlying complexity of the operational service in both sectors. Further, we describe the positive and perverse effects of PMS in action. Finally, we interpret our findings with a number of theoretical notions.