A satisfying response

This article explains the relationship between a local council authority in north-east England, its contractor and the local community. A partnership was proposed to increase the efficiency of highways provision and achieve a standard of excellence for the borough. Continuous performance assessment and customer satisfaction identify areas needing improvement. Communication with local residents now takes place before highways work, and feedback is actively sought afterwards. Employees are trained in customer care and communication. A "total service" approach co-ordinates all works planned for an area to reduce disruption. Repair work is carried out quickly because the inspection and maintenance teams are integrated. The partnership is able to get involved in events supporting the community.

• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/00396303
• Authors:
  • MCLEAN, B
• Publication Date: 2006-4-27

Language

• English

Media Info

• Pagination: 17-9
• Serial:
  • SURVEYOR
  • Publisher: Hemming Group, Limited
  • ISSN: 0039-6303

Subject/Index Terms

• TRT Terms: Communication; Contractors; Education; Highways; Local government; Maintenance; Public participation; Public private partnerships
• Uncontrolled Terms: Efficiency
• ITRD Terms: 9098: Communication; 136: Contractor; 2284: Education; 5911: Efficiency; 2755: Highway; 192: Local authority; 3847: Maintenance
• Subject Areas: Highways; Maintenance and Preservation; Society; I10: Economics and Administration; I60: Maintenance;

Filing Info

• Accession Number: 01045528
• Record Type: Publication
• Source Agency: Transport Research Laboratory
• Files: ITRD
• Created Date: Apr 3 2007 2:41PM