We have recently trail-blazed a new way of communicating with customers when we’ve finished a scheme.
Our Customer Hub draws together Highways England, A-one+ and Transport Focus to provide a customer focus across the services we deliver. One opportunity we identified was to better share with our customers when we’ve completed a scheme. With 81% of our highway maintenance work completed overnight, the majority of our customers don’t even realise we’ve been there.
So, we introduced a process to capture what we’d done on a scheme by scheme basis using a simple one page post-scheme data template, completed by our project managers. Using interesting facts and figures we relate the work we’ve done to something that customers might more readily identify with. A recent example of this was a pavement renewal scheme on the A1 where our post-scheme data sheet recorded:
We have used social media and web based platforms to share our post-scheme data sheets. One recent scheme on the A64 near York was picked up by a local BBC reporter who shared the work we had done on the BBC’s local news feed after seeing our post-scheme data sheet.
Entry submitted by A-one+ Integrated Highway Services
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