Public surveys set to be standardised

07 May 2008

Thirty-two English highways authorities have adopted the first standardised public-satisfaction survey for highways and transport services.

The survey, which will go out for the first time later this month, was created in response to the lack of guidance on gauging public satisfaction.

Consequently, authorities created their own means of measuring public views, resulting in an inconsistency which has ‘hampered any efforts to compare and challenge (key requirements of Best Value) or to identify and share best practice’, according to Peter Radford, chairman of the design division of the National Highways Benchmarking Club, which created the survey, alongside the CSS South West Highway Service Improvement Group.

Radford, who is also Somerset’s bridge and structures manager, said his council had conducted its own surveys for a number of years. ‘But all local authorities did things differently, so none of us were able to say, “Who’s best?” and “Who can you learn best practice from?”’

Using the ‘same ruler’ to measure performance was the main reason for adopting the survey, he said. Another reason was the appointment of market research leader, Ipsos MORI, to undertake the survey.

‘Not many local authorities are as effective as Ipsos MORI,’ Radford said. ‘We thought we did it efficiently at Somerset, but nothing like as cheaply and effectively as it.’

Ben Marshall, project director for Ipsos MORI, said: ‘The project fits well with the work we have done for several years now in supporting Best Value Performance Indicators surveys, as well as the broader national performance agenda. While there is tremendous diversity in the local authorities involved, one thing seems to unite all – a desire to better understand the public’s viewpoint and use this information proactively to improve services.’

Radford added: ‘I have to say hats off to all the 32 authorities joining in. Many, or most, will have been doing their own thing, but the opportunity to compare data, learn and share best practice is a clearly a strong incentive.’

The results of the inaugural survey are expected this summer. For further information on the project, contact Jennie Simons at the National Highways Benchmarking Club, on 01884 841884.

Register now for full access

Register just once to get unrestricted, real-time coverage of the issues and challenges facing UK transport and highways engineers.

Full website content includes the latest news, exclusive commentary from leading industry figures and detailed topical analysis of the highways, transportation, environment and place-shaping sectors. Use the link below to register your details for full, free access.

Already a registered? Login

Sign In

Public surveys set to be standardised

buying biaxin

ordering clarithromycin

Register now for full access

Login