The fundamental purpose of this survey is
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The fundamental purpose of this survey is …. to help all participating highway authorities improve their services. The Survey follows a themed approach linked to: LTP Priorities: Accessibility Tackling Congestion Road Safety. and other National Priorities: Public Transport

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The fundamental purpose of this survey is

The fundamental purpose of this survey is ….

to help all participating highway authorities improve their services


The fundamental purpose of this survey is

The Survey follows a themed approach linked to:

LTP Priorities:

  • Accessibility

  • Tackling Congestion

  • Road Safety

and other National Priorities:

  • Public Transport

  • Walking and Cycling

  • Highway Maintenance and Enforcement


The fundamental purpose of this survey is

  • Main Survey Topics:

  • Rating Roads and Transport Services

  • Your Use of Transport and Access to Services

  • Pavements and Pedestrian Facilities

  • Cycling

  • Rights of Way

  • Buses

  • Public Transport

  • Taxis, Minicabs and Community Transport

  • Condition of Roads and Pavements

  • Highway Management and Maintenance

  • Roadworks

  • Traffic Management

  • Causes of Congestion (Traffic Queues)

  • Using Your Car

  • About You (age, mobility, employment etc)


The fundamental purpose of this survey is

2009 Participants


The fundamental purpose of this survey is

  • Some basic statistics for 2009 survey:

  • 76 Authorities participated

  • 371,026 surveys issued

  • 69,310 completed questionnaires

  • Average 19% response (10-12% was expected)

  • Results weighted & un-weighted*

  • 11,158,910 items of data

    (*Using weighting criteria to demographically balance responses - applied by Ipsos MORI to government agreed standards)


The fundamental purpose of this survey is

  • Survey responses are summarised into:

  • Themes (linked to National & LTP priorities)

  • KBI’s (key benchmark indicators within each theme)

  • BI’s (a further breakdown of KBI, eg Accessibility indicators ABI’s)


The fundamental purpose of this survey is

Key Benchmark Indicators (KBI’s)

1. General – Overall Satisfaction

KBI 1 Overall Satisfaction with Highways and Transport (against local importance)

KBI 2 Overall Satisfaction with Highways and Transport (against national importance)

2. Accessibility

KBI 3 Ease of Access to Key Services (All People)

KBI 4 Ease of Access to Key Services (People with disabilities)

KBI 5 Ease of Access to Key Services (No car households)

3. Public Transport

KBI 6 Overall Satisfaction with Local Bus Services

KBI 7 Satisfaction with Local Bus Services (BVPI 104)

KBI 8 Satisfaction with Local PT Information (BVPI103)

KBI 9 Satisfaction with Local Taxi (or mini-cab) Services

KBI 10 Overall Satisfaction with Community Transport, eg Dial-a-Ride and volunteer cars.

4. Walking/ Cycling

KBI 11 Overall Satisfaction with Pavements and Footpaths

KBI 12 Satisfaction with specific aspects of Pavements and Footpaths

KBI 13 Overall Satisfaction with Cycle Routes and Facilities

4. Walking/ Cycling (continued)

KBI 14 Satisfaction with specific aspects of Cycle Routes and Facilities

KBI 15 Overall Satisfaction with The Local Rights of Way Network

KBI 16 Satisfaction with specific aspects of The Local Rights of Way Network

5. Tackling Congestion

KBI 17 Overall Satisfaction with Traffic Levels and Congestion ie. queues

KBI 18 Satisfaction with Management of Roadworks

KBI 19 Satisfaction with Traffic Management

6. Road Safety

KBI 20 Overall Satisfaction with Road Safety Locally

KBI 21 Satisfaction with Road Safety Environment

KBI 22 Satisfaction with Road Safety Education

7. Highway Maintenance/ Enforcement

KBI 23 Overall Satisfaction with the Condition of Highways ie. roads and pavements

KBI 24 Satisfaction with Highway Maintenance

KBI 25 Overall Satisfaction with Street lighting

KBI 26 Highway Enforcement/ Obstructions


The fundamental purpose of this survey is

The survey helps to answer 5 key questions in order to identify potential service improvements

1. What service areas need improving the most?

  • 2. Which service areas have most potential to improve?

  • 3. Who should improvements be targeted at?

  • 4. Where should improvements be made ?

  • 5. How can improvements be delivered ?


The fundamental purpose of this survey is

  • What service areas need improving the most ?

  • Based upon benchmarking with others e.g. anything in lower quartile


The fundamental purpose of this survey is

  • Which service areas have most potential to improve ?

  • Based upon what others have achieved i.e. biggest gap between ourselves and best performers


The fundamental purpose of this survey is

  • Who should improvements be targeted at ?

  • Based upon what different type of users have had to say i.e. are some groups of people at risk of exclusion? e.g. older people, people with disabilities


The fundamental purpose of this survey is

  • Where should improvements be made ?

  • Based upon the mapping analysis i.e. in which areas are satisfaction levels lower than elsewhere


The fundamental purpose of this survey is

  • How can improvements be delivered ?

  • By learning from best practice i.e. find out what it is the best performers

  • are doing that sets them apart


The fundamental purpose of this survey is

Condition of roads

Speed

of

repair

Winter Maintenance

Highway

drainage


The fundamental purpose of this survey is

Network Website – http:www/nhtsurvey.org


The fundamental purpose of this survey is

  • The advantages of a consistent and collective approach

  • Enables efficiencies

  • Avoids wheel reinvention

  • Enables benchmarking and identification/sharing of best practice

  • A ‘collective’ conducting the survey and analysing the data offers best economies of scale

  • Outsourcing reduces problems of peaks and troughs and means market leading expertise can be deployed


The fundamental purpose of this survey is

  • How does an authority participate

  • Complete the expression of interest… then, if participating, send the following:

    • A cheque* - £6,500

    • A Logo and a Signature (for the covering letter)

  • * This was the cost in 2009 (for 4,500 questionnaires –authorities could elect to increase their ‘sample’: extra questionnaires cost £1 each)


The fundamental purpose of this survey is

  • Conclusions– Helping Participants….

  • Better understand how they are performing in the eyes of their public

  • Identify their options for improvement

  • Improve ‘quality cross checking’ of efficiency and service improvement initiatives

  • Link better with CAA and the local performance agenda

  • Have an industry consistent datum for setting service levels (e.g. for asset management)

  • Identify the best performers and learn from them

  • To collaborate and support one another


The fundamental purpose of this survey is

Optimising Customer Satisfaction, Investment and Quality(also known as ‘3 Legged Stool’) ...... providing a tool to help authorities find those correlations, make judgements about VFM, and find better quantified options for improvement


Cost how much is being spent per

Cost:How much is being spent per…?


The fundamental purpose of this survey is

Cost:How much is being spent per…?


The fundamental purpose of this survey is

Cost:How much is being spent per…?


The fundamental purpose of this survey is

Cost:How much is being spent per…?


The fundamental purpose of this survey is

Scoring System

Aggregating quartiles - giving a points score for cost, quality and public satisfactionTop Quartile - 4ptsUpper Middle – 3ptsLower Middle – 2ptsBottom – 1ptand add them up …nice and simple


The fundamental purpose of this survey is

Sample Reporting - ‘Radar charts’


The fundamental purpose of this survey is

A summary of

an authority’s

position, with

ready access

to data through

the website


The fundamental purpose of this survey is

  • The next steps:

  • Completing the work with 2009 data

  • Further work on presenting the data

  • Mapping of cost

  • Building up quality measures

  • Understanding challenges better: TAMP in particular


The fundamental purpose of this survey is

  • For more information contact;

Jennie Simons

NHT Network Administrator

www.nhtnetwork.org

c/o Building Software Limited

Swallow Court, Devonshire Gate

Tiverton, Devon EX16 7EJ

Telephone: 01884 841884

Fax: 01884 849114

Email: [email protected]

Website: www.building-software.com


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