Journey Towards Customer Orientation

This report is meant to illustrate 'a journey' towards customer orientation. It is based on the work carried out by the Conference of European Directors of Roads (CEDR) task group 15 (Customer Orientation) during the CEDR Strategic Plan of 2009–2013. The report is based on the experiences and best practice of eight CEDR member states and also on the 'State of the art' survey conducted by the task group in 2009. Due to the differing general conditions of the national road administrations, there is no uniform model or one right solution for customer orientation. Moreover, customer orientation is a relatively new perspective for organisations in the public sector. To take account of this, the authors have included some general advice and specific recommendations in this report, and also detailed example cases. The examples of best practice were selected to represent the different tasks that organisations have to complete during their journey towards becoming a more customer-oriented organisation.


  • English

Media Info

  • Media Type: Digital/other
  • Features: Appendices; Figures; Photos; References; Tables;
  • Pagination: 78p

Subject/Index Terms

Filing Info

  • Accession Number: 01539409
  • Record Type: Publication
  • Report/Paper Numbers: 2013/06
  • Files: TRIS
  • Created Date: Jul 31 2014 5:00PM