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.