The PErformance COntrolled System (PeCoS) system has been used by the Arizona Department of Transportation (ADOT) for over 25 years, with at least one upgrade (PeCoS II) during that period. It has helped maintenance managers develop and carry out maintenance programs by providing tools for planning, organizing, directing, and controlling maintenance work, including performance guidelines for each maintenance activity and management reports on various aspects of the work accomplished and the cost of performing the work. The thrust of the maintenance management system over the years has been to develop and carry out programs in the most efficient way possible. However, PeCoS does not provide information on level of service (LOS) outcomes, i.e., the effectiveness of the maintenance programs. The objective of this project is to develop a customer-oriented LOS maintenance management system, a unique approach that focuses on the needs of Arizona's traveling public and identifies the results of maintenance work. To achieve this objective, the functions have been defined and conceptual design conducted for the new system. Industry best practices have been surveyed among twelve states to identify how the new system can benefit from industry innovations. A highly detailed approach has been employed for gathering public perception of Arizona's highway maintenance program through statewide focus groups and attitude surveys to identify customer needs and concerns. The project also employs a rigorous approach to condition assessment and determining budget levels. Opportunities have been evaluated to integrate life cycle cost analysis (LCCA) into ADOT's maintenance activities. Finally the project has developed a software strategy and implementation plan.