| Customer Feedback mechanisms |
| Yes/No | Cost pa |
| Facility on Website |
Yes | N/A |
| Response Cards at offices
| N/A—the Agency does not have an "across the counter" interface with road users
| N/A |
| Focus Groups | Yes as required
| £2,000 per group |
| User Surveys | Yes
| £600k |
| Analysis of Complaints |
Yes—see below | N/A |
| Other? | Yes—correspondence recording system; Highways Agency Information line (HAIL) and customer beacon network.
| Included |
| Which systems are most effective? | All feedback mechanisms are effective, they have been developed so that the recording of information is consistent across the Agency. For example all written communications are recorded on a correspondence recording database. This includes the subject or issues raised so trends can be identified and tracked. The subject or issue raised through calls received by HAIL are recorded on a similar database. The customer beacon network involves the beacons reporting feedback and identifying good practice and sharing this across the Agency. The customer surveys provide valuable information on customer satisfaction and their expectations of the services provided. These surveys are carried out on a national and regional basis. Focus Groups are undertaken when qualitative research is required into specific areas of work.
|
| Can you identify any changes made as a result of gathering user feedback?
| Improvement to provision of information; variable message signs; introducing new channels of communication such as Highways Agency radio, journey time information, improved web site; introduction of measures to protect the environment; protecting road workers; carrying out routine maintenance at night; provision of the Traffic Officer Service; improvements to the Highways Agency Information line.
|
| If you undertake any user surveys how often are they repeated, and how much is spent on each survey?
| The surveys are carried out on a continuous basis. National Road Users Satisfaction Survey (RUSS) currently costs about £250k and the Area-based RUSS £350k.
|
| What targets for customer services, if any, are in place?
| The Highways Agency's Business Plan includes published targets for delivery of services related to the running of the strategic road network in England.
The Highways Agency also has targets for responding to customers' correspondence, including Stage 1 and Stage 2 Complaints within 15 working days. We aim to respond to Freedom of Information requests within 20 working days.
The Agency is planning to publish a "Customer Promise" in its 2007-08 Business Plan.
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| Do you have a complaint handling unit, or are complaints handled where they are received?
| The Highways Agency categorises complaints into four stages:
— Stage 1: Handled by local teams.
— Stage 2: Drafted by local teams but managed through central unit (Board Secretariat).
— Stage 3: Independent Complaints Assessor: Input managed through central unit (Board Secretariat).
— Stage 4: Complaints to Parliamentary and Health Service Ombudsman: Input managed through central unit (Board Secretariat).
The Highways Agency produces a leaflet "Putting things Right" which details the Agency's complaints procedure. This is also available on the Agency's website.
|
| How many full time equivalents are involved in complaint handling and at what grades?
| Due to the dispersed nature of complaints handling in the Highways Agency (as explained above) it is impossible to provide an accurate assessment.
|
| Do you have an internal review process for dealing with complaints? If so how does it operate?
| Stage 1 Complaints: are handled by teams and there is no central review process.
Stage 2 Complaints: are reviewed by the Highways Agency Correspondence Unit to ensure that the Customers' concerns are being properly addressed and that the draft reply provided for the Chief Executive is fit for purpose.
Stage 3 Complaints: are reviewed by an external independent complaints assessor.
Stage 4 Complaints: are handled by the Parliamentary and Health Service Ombudsman (PHSO). The Highways Agency's Complaint Manager reviews the complaints and handles the Agency's input to the PHSO. Following the PHSO's formal report a review of lessons learned is undertaken by the Agency.
|
| Do you do any analysis of complaints to inform service delivery and design?
| The Agency's Customer Champion Team undertakes an analysis of all correspondence, including complaints, received from customers. This forms part of a quarterly "Listening to Customers Umbrella Report". Trends are identified using qualitative and quantative information.
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25 January 2007
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