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The fundamental purpose of this survey is ….

The fundamental purpose of this survey is …. to help all participating highway authorities improve their services. The Survey follows a themed approach linked to: LTP Priorities: Accessibility Tackling Congestion Road Safety. and other National Priorities: Public Transport

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The fundamental purpose of this survey is ….

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  1. The fundamental purpose of this survey is …. to help all participating highway authorities improve their services

  2. The Survey follows a themed approach linked to: LTP Priorities: • Accessibility • Tackling Congestion • Road Safety and other National Priorities: • Public Transport • Walking and Cycling • Highway Maintenance and Enforcement

  3. Main Survey Topics: • Rating Roads and Transport Services • Your Use of Transport and Access to Services • Pavements and Pedestrian Facilities • Cycling • Rights of Way • Buses • Public Transport • Taxis, Minicabs and Community Transport • Condition of Roads and Pavements • Highway Management and Maintenance • Roadworks • Traffic Management • Causes of Congestion (Traffic Queues) • Using Your Car • About You (age, mobility, employment etc)

  4. 2009 Participants

  5. Some basic statistics for 2009 survey: • 76 Authorities participated • 371,026 surveys issued • 69,310 completed questionnaires • Average 19% response (10-12% was expected) • Results weighted & un-weighted* • 11,158,910 items of data (*Using weighting criteria to demographically balance responses - applied by Ipsos MORI to government agreed standards)

  6. Survey responses are summarised into: • Themes (linked to National & LTP priorities) • KBI’s (key benchmark indicators within each theme) • BI’s (a further breakdown of KBI, eg Accessibility indicators ABI’s)

  7. Key Benchmark Indicators (KBI’s) 1. General – Overall Satisfaction KBI 1 Overall Satisfaction with Highways and Transport (against local importance) KBI 2 Overall Satisfaction with Highways and Transport (against national importance) 2. Accessibility KBI 3 Ease of Access to Key Services (All People) KBI 4 Ease of Access to Key Services (People with disabilities) KBI 5 Ease of Access to Key Services (No car households) 3. Public Transport KBI 6 Overall Satisfaction with Local Bus Services KBI 7 Satisfaction with Local Bus Services (BVPI 104) KBI 8 Satisfaction with Local PT Information (BVPI103) KBI 9 Satisfaction with Local Taxi (or mini-cab) Services KBI 10 Overall Satisfaction with Community Transport, eg Dial-a-Ride and volunteer cars. 4. Walking/ Cycling KBI 11 Overall Satisfaction with Pavements and Footpaths KBI 12 Satisfaction with specific aspects of Pavements and Footpaths KBI 13 Overall Satisfaction with Cycle Routes and Facilities 4. Walking/ Cycling (continued) KBI 14 Satisfaction with specific aspects of Cycle Routes and Facilities KBI 15 Overall Satisfaction with The Local Rights of Way Network KBI 16 Satisfaction with specific aspects of The Local Rights of Way Network 5. Tackling Congestion KBI 17 Overall Satisfaction with Traffic Levels and Congestion ie. queues KBI 18 Satisfaction with Management of Roadworks KBI 19 Satisfaction with Traffic Management 6. Road Safety KBI 20 Overall Satisfaction with Road Safety Locally KBI 21 Satisfaction with Road Safety Environment KBI 22 Satisfaction with Road Safety Education 7. Highway Maintenance/ Enforcement KBI 23 Overall Satisfaction with the Condition of Highways ie. roads and pavements KBI 24 Satisfaction with Highway Maintenance KBI 25 Overall Satisfaction with Street lighting KBI 26 Highway Enforcement/ Obstructions

  8. The survey helps to answer 5 key questions in order to identify potential service improvements 1. What service areas need improving the most? • 2. Which service areas have most potential to improve? • 3. Who should improvements be targeted at? • 4. Where should improvements be made ? • 5. How can improvements be delivered ?

  9. What service areas need improving the most ? • Based upon benchmarking with others e.g. anything in lower quartile

  10. Which service areas have most potential to improve ? • Based upon what others have achieved i.e. biggest gap between ourselves and best performers

  11. Who should improvements be targeted at ? • Based upon what different type of users have had to say i.e. are some groups of people at risk of exclusion? e.g. older people, people with disabilities

  12. Where should improvements be made ? • Based upon the mapping analysis i.e. in which areas are satisfaction levels lower than elsewhere

  13. How can improvements be delivered ? • By learning from best practice i.e. find out what it is the best performers • are doing that sets them apart

  14. Condition of roads Speed of repair Winter Maintenance Highway drainage

  15. Network Website – http:www/nhtsurvey.org

  16. The advantages of a consistent and collective approach • Enables efficiencies • Avoids wheel reinvention • Enables benchmarking and identification/sharing of best practice • A ‘collective’ conducting the survey and analysing the data offers best economies of scale • Outsourcing reduces problems of peaks and troughs and means market leading expertise can be deployed

  17. How does an authority participate • Complete the expression of interest… then, if participating, send the following: • A cheque* - £6,500 • A Logo and a Signature (for the covering letter) • * This was the cost in 2009 (for 4,500 questionnaires –authorities could elect to increase their ‘sample’: extra questionnaires cost £1 each)

  18. Conclusions– Helping Participants…. • Better understand how they are performing in the eyes of their public • Identify their options for improvement • Improve ‘quality cross checking’ of efficiency and service improvement initiatives • Link better with CAA and the local performance agenda • Have an industry consistent datum for setting service levels (e.g. for asset management) • Identify the best performers and learn from them • To collaborate and support one another

  19. Optimising Customer Satisfaction, Investment and Quality(also known as ‘3 Legged Stool’) ...... providing a tool to help authorities find those correlations, make judgements about VFM, and find better quantified options for improvement

  20. Cost:How much is being spent per…?

  21. Cost:How much is being spent per…?

  22. Cost:How much is being spent per…?

  23. Cost:How much is being spent per…?

  24. Scoring System Aggregating quartiles - giving a points score for cost, quality and public satisfactionTop Quartile - 4ptsUpper Middle – 3ptsLower Middle – 2ptsBottom – 1ptand add them up …nice and simple

  25. Sample Reporting - ‘Radar charts’

  26. A summary of an authority’s position, with ready access to data through the website

  27. The next steps: • Completing the work with 2009 data • Further work on presenting the data • Mapping of cost • Building up quality measures • Understanding challenges better: TAMP in particular

  28. For more information contact; Jennie Simons NHT Network Administrator www.nhtnetwork.org c/o Building Software Limited Swallow Court, Devonshire Gate Tiverton, Devon EX16 7EJ Telephone: 01884 841884 Fax: 01884 849114 Email: jennifers@buildsoft.co.uk Website: www.building-software.com

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