Customer Service Dashboard

We are working tirelessly to provide the highest standard of customer service by applying the following, and recording it all within a Customer Service Dashboard:

  • Building relationships with councils and residential groups, such as Kent County Council and Village Alliance in Mersham.
  • Presentations to local communities such as North Willesborough Community Forum and Ashford Borough Council Joint Transport Board.
  • Where possible, change or adapt processes related to scheme’s construction and traffic management requested by customers.
  • Stakeholder meetings that include Ashford International Truck Stop and Lenham Storage Co. for co-ordination of traffic management.
  • Prior to road closures on the M20 and A2070 regularly visiting residents face to face, explaining programme and associated impact.
  • Manning a customer engagement van that provided an exhibition of the scheme at a nearby superstore, hospital and school.
  • Using debriefs to reduce impact of ensuing closures, for example increasing liaison with Port of Dover and Eurotunnel, ensure conflicting signage by others is removed, issue a simplified diversion map, contacting stakeholders to confirm aware of closures, providing pull up banners to local hospital and superstores.
  • Supporting local charities such as Pilgrims Hospice.
  • Participating in Highways England audits, increasing the scheme’s audit score from 80% to 90% in a short period. This includes comparing the project to the 20 Principles of Roadworks and identifying areas for improvement.
  • The scheme ensures the stakeholder database project information and distribution list is regularly updated.
  • One common data environment for accessibility.
  • Monitor customer service using Customer Dashboard.

For more information, please click on the link below.

Highways England M20 J10a Project Information


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Entry submitted by Taylor Woodrow


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