NHT Network Update Sharon Andrews 11th September 2018

NHT Public Satisfaction Survey NHT Public Satisfaction Survey Started in 2008 Now in it’s 11th year National Set of Questions Allows Benchmarking Historical Data Shows Trends & Improvements Steering Group Representation from each Region/Alliance Recognised by DfT

Participants: 113 (2018) 137 authorities have taken part since 2008 Response rate: 25% (2017) Slightly higher than previous year (8 page & 12 page similar) Online response: 10,814 (2017) 10% of total, up from 7% in 2016. Introduced in 2014 Total responses since 2008: over 690k

Recent Changes Introduction of 8 page version Cognitive testing Removal of Public Transport Q9/Q10, Information from the Council Q11b, Tackling Congestion Q13, Taxis minicabs & community transport Q14, Rights of Way Q16a, Provision of cycle routes, bus stops etc. 16b Cognitive testing Ipsos MORI undertook face to face cognitive testing with a random sample of members of the public to ensure the questions were understandable. As a result the questionnaire was re-designed and some questions were re-worded to provide a softer more appealing approach. Push to web pilot Selected households were sent a letter advising that they could complete the survey online – a full questionnaire was only sent a few weeks later to non-respondents New (fully responsive) on-line facility New Reporting Platform

Self Assessment Q12 – Public Satisfaction A ‘Level 3’ Authority undertakes an annual survey, analyses trends and uses the information to measure, benchmark and diagnose performance and identify potential for improvement. NHT provides you with a variety of reports that show your change in performance over time, how your performance compares with others (regional, nationally and peer group) and your potential for improvement.

NHT Online Surveys – new for 2018 Public Representative Surveys Business Users Surveys Theme Specific Surveys (6 x NHT Themes) All of which has reporting that is comparable with the main NHT Public Satisfaction Survey Bespoke Online Surveys – new for 2018 An authority specific online survey, own questions, comments sections

Self Assessment Q13 – Customer Feedback A ‘Level 3’ Authority has a mechanism in place for the public to provide feedback and takes account of this feedback in configuring highway maintenance services and provides information on what actions have been taken. NHT can provide a mechanism to allow you to capture feedback by any of your online mediums .

NHT CQC Network CQC (Customer Quality Cost) Started in 2015 Following on from the HMEP funded project Different from traditional methods Allows Benchmarking Historical Data Shows Trends & Improvements from 2008/9 Steering Group Various subgroups with regional representation Recognised by DfT

Participants: 92 (2018) 100 authorities have taken part since 2015 Controls for factors outside of your control Size & Make Up of Network, Traffic, Condition, Wages, Public Satisfaction 9 years worth of Cost Data Collected from each participating Authority Defined Cost Data Work carried out rather than pot of money being used

Size & Make up of Network Traffic on Network – including HGV How CQC Is Different The Key Difference between CQC methodology and more conventional benchmarking techniques is the way in which the analysis makes an overall assessment of performance, taking account of each Authority’s individual circumstances including: Size & Make up of Network Traffic on Network – including HGV Condition of Network (Red & Amber) Wages (Regional Industry Level) Public Satisfaction CQC provides each Authority with a unique benchmark, their own theoretical minimum cost, against which they can measure their potential for efficiency saving. Benchmarking against yourself

Quantifies an Authority’s potential for efficiency savings Provide a measurable basis for identifying ‘who is good’ (which Authorities are operating most efficiently) Measures changes in an Authority’s efficiency over time quantifies and their realisation of efficiency savings

Savings Report

CQC Reporting: What you get: Members Website Data Verification Report Results Summary Normalised £/km Saving Report Scope for improvement What you get: Actual Cost, Target Cost, Normalised Cost, Gap, Trend, Scope for Improvement £ & %, Savings to Date £ & % Members Website Allows comparisons across the network

Self Assessment Q16 –Cashable & Non Cashable Efficiencies A ‘Level 3’ authority uses a consistent and comparable approach for measure efficiencies to track annual progress and benchmark with other authorities to drive up improvement NHT CQC Efficiency Network provides the Consistent & Comparable approach and reporting to allow you to track your own progress and to benchmark with others authorities. Regional/Alliance workshops are also held to help understand differences in performance, allow the sharing of practice and drive improvement

NHT Performance Management Framework NHT PMF – new for 2018 Annual Benchmarking PMF is part of CQC Membership Suite of Nationally Agreed Measures Also available as an Internal System Monthly, Quarterly & Annual Measures – both Standard & Bespoke Measures Reporting Suite Reporting at many different levels Steering Group Regional & Peer Group representation Recognised by DfT

Key Features The Framework follows HMEP Asset Management Guidance and New Code of Practice and is designed to provide the following: A standard performance management framework for those authorities yet to develop their own A measurement hierarchy to highlight strengths and weaknesses, and good and bad performance A means of measuring improvement and targeting corrective action A standard set of measures that provide a basis for benchmarking performance with others.

Measurement Hierarchy 3 Corporate Goals – Economic Growth; Health, Well Being & Environment; Resident Experience 9 Asset Types – Carriageways; Footways; Cycleways; Rights of Way; Drainage; Green Infrastructure; ITS Infrastructure; Streetlighting; Structures. 3 Management Levels – Strategic; Tactical; Operational 5 Service Themes – Serviceability; Sustainability; Safety; Accessibility; Financial 8 Categories – Claims, Condition, Defects, Efficiency, Enquires, Incidents, Inspections & operations

Framework application It has been developed for use in two ways: Across authorities, to benchmark performance with others This is now included as part of the CQC membership and allows authorities to compare their performance using selected indicators in the Framework. Within an authority, to measure progress against local targets NHT is developing a software tool to support the Framework which can be used by authorities to assess their own performance internally.

Using PMF Internally Standard PMF; uses the current PMF measures and provides a standard suite of reporting, configured for your own performance targets, corporate goals and measurement frequency (monthly or quarterly). Bespoke PMF; uses the current PMF measures and includes your own local measures, all configured for your own performance targets, corporate goals and measurement frequency. The standard reporting suite is extended to cover your local performance measures. activ.PMF; upgrade the Standard PMF or Bespoke PMF versions and let the system drive the data capture process, issuing scoring requests to named users and sending reminders for late submission. Standard reports are issued automatically to named users.

Steve Berry OBE, Head, Highways Maintenance, Innovation, Resilience, Light Rail and Cableways Branch, Department for Transport of DfT has reviewed PMF and commented: ”I am pleased that NHT have developed a system to assist authorities and would encourage authorities to contact NHT for further information as the system they have developed can be used to help authorities assess their own performance internally and also externally to benchmark performance with others.”

Self Assessment Q3 – Performance Management Framework A ‘Level 3’ Authority has a fully functional performance management framework together with levels of service and performance targets. These will be reviewed at regular intervals with senior decision makers. NHT PMF provides an authority with a means to collect and review performance data, monitoring and comparing against target and assess the impact of improvement actions plans.

How NHT can Help with your Self Assessment Questionnaire Q3 – PMF Q12 – Public Satisfaction Survey Q13 – Online Surveys Q15 – Benchmarking Q16 – CQC Evidence Document

Self Assessment Evidence Document

Connect & Share Still recognised by DfT Steering group with Regional Representation Website for sharing practice materials & alliance updates

Data Is Key Asset NHT holds a lot of data, we need to make sure we are using it to the full We are working with our Partners, The Institute for Transport Studies at The University of Leeds to look at relationships between different datasets, for example; The effect of investment on condition and public satisfaction The relationship between condition, defects and claims How change in condition affects public satisfaction

Questions?

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