A ‘new’ approach to customer safety Andrea Green – Customer Experience Director

Transforming customer culture Feeling safer Better information Reducing stress Building trust Listening to what customers say Better Information – journey-time integration Reducing Stress – decluttering, familiar environment Building Trust – customer culture Listening to customers – responsive, targetted action plan, customer assurance framework

Results for customers Customer satisfaction up 9% in our roadworks Customers feeling safer across all major projects with an average 7% improvement in safety perception And don’t we sometimes hear that we want customers to feel a little nervous through roadworks, this will make them more alert, and safer right? We know this is wrong, our history tells us that in the early days on site, when people lack experience and familiarity, they are more likely to have an accident. But if they hurt themselves, it’s their fault. Right? We know it’s not that simple, our thinking has moved on, where we work hard to create an environment where people can perform at their best. So we’re now applying this principal to see if we could not only help people to feel safer, but to also be safer.

Customer safety Her future In 2016 more than 2,000 people were killed or seriously injured on the strategic road network, we sometimes feel immune to this because it’s always been this way. Sometimes, people just do stupid things! We find fault, we search for liability/blame……we have limited ability to help, we’re compliant after all, isn’t this a matter for enforcement agencies? Well, what would our reaction would be if more than 2,000 people were killed or seriously injured every year taking a flight in the UK? or the train? In any other context this would be a national tragedy….well it is! We can only play a small part in this, it will require the whole industry to transform our culture, to be more responsible and work harder to keep customers safer. So let’s look a what we’ve achieved in our industry, well……

The Costain safety journey Avonmouth Tragedy "BE SAFE" Safety Culture Awarded RoSPA Sir George Earle Trophy Behavioural Safety Fully Embeded Behavioural Safety Launched 20% Reduction in Insurance Premiums * 2016-2018 ‘Halving Harm’ Strategy launched SHE Impact Days begin Targeted Risk Monitoring begins Process Safety approach and ‘SafeStart’ introduced 2014 31M Manhours were worked, 2017 49M Manhours were worked Demonstrates a real change in our culture as our SHE Performance has continued to improve 2016 New SHE Strategy aimed at ‘halving harm’ This is our journey to become the industry leader in safety performance We know there’s so much more to do with 38 fatalities in 2017/18 from a high of 154 in 1989/90, a 75% reduction The principles are not unique to construction 659 people were injured in roadworks on the SRN in 2015/16, and we’re applying these principles to making

What next? Culture Behaviours Performance partnership ?