Customer Postcards

We are always keen to learn from experience on schemes and ensure that we share this effectively across all our delivery teams.

We have seven primary delivery teams working across 360 miles of motorway and trunk roads across Yorkshire and the Humber (Area 12) delivering up to 150 separate projects each year.

Across these we inevitably learn lessons which enable us to better Respect the Community around us. While the project team directly involved can learn quickly, we needed to develop smart ways of learning these lessons across all seven of our delivery teams, which comprise around 100 staff.

By better arming our staff with lessons learned, this enables them to deploy mitigation into their projects at pace, thereby Valuing our Workforce. So we created our new ‘Customer Postcards’ – a simple yet effective way to capture key lessons learned on one single sheet.

In brief this included before and after photographs where we have deployed additional measures whilst on site to improve customer experience whilst driving through our projects and covered in simple text:

• The problem
• What we did about it
• Lessons for future schemes

These are managed by our senior team leader who verifies content and shares across all teams either by e-mail, poster or face to face at team briefings, whichever is most appropriate.

We have already received positive feedback on these from the client, parent companies and customer representative bodies (Transport Focus). The client has also shared these nationally as items of best practice.