1. Celebrating 10 year of the NHT Network
Simon Pinkney
&
Sharon Andrews

2. NHT Public Satisfaction Survey Started in 2008 Steering Group
Representation from each Region/Alliance
National Set of Questions
Allows Benchmarking
Historical Data
Shows Trends & Improvements
Recognised by DfT
Incentive Fund Self Assessment

3. Response rate: 25% (2017 still being finalised)
Participants: 112 (2017)
135 authorities have taken part since 2008
Response rate: 25% (2017 still being finalised)
Slightly higher than last year (8 page & 12 page similar)
Online response: 10,814 (2017)
10% of total, up from 7% in Introduced in 2014
Total responses since 2008: over 690k

4. David

5. Introduction of 8 page version
Changes in 2017
Introduction of 8 page version
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 of 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

7. Following on from the HMEP Funded Project in 2013/14
2015 CQC
Following on from the HMEP Funded Project in 2013/14

8. An efficiency monitor that takes account of Customer Satisfaction, Quality and Investment (also know as ‘3 legged stool’) helping authorities make judgements about value for money, and find better quantified options for improvement and efficiency savings

9. Benchmarking against yourself
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:
Differences in size and scale
Service Quality
Customer Perception
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

10. Traffic on Network – including HGV
There are a number of factors that need to be taken into consideration for an Authority:
Size of Network
Traffic on Network – including HGV
Condition of Network
Wages
Public Satisfaction

11. Steering group Sub Groups
chaired by Jason Russell
Assistant Director of Highways & Transport – Surrey County Council
Sub Groups
Cost Data Definitions
Reporting
Members Constitution
Why Questions

12. 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

13. 8 years worth of Cost Data
Participants: 91
69 in 2015
8 years worth of Cost Data
Collected from each participating Authority
Defined Cost Data
Work carried out rather than pot of money being used

14. Ongoing Development Members website Why Questions
To help understand the differences between authorities
Allowance made for additional investment
Better Road Condition Data
Amber Condition data collected direct from Authorities

15. Performance Management Framework (PMF)

16. PMF Steering Group
Formed in response to the requirements of self-assessment
Comprises 11 Authorities and a representative from HTMA
Chaired by Jon Munslow, South Gloucestershire Council
Founding members interested in benchmarking

17. Framework application
It has been developed for use in two ways:
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.
Across authorities, to benchmark performance with others
NHT is establishing a benchmarking club to allow authorities to compare their performance using selected indicators in the Framework.

18. Principles of use Standard set of measures Use what you want
Add your own
Align themes to your outcomes/corporate goals
Set your own targets

19. Development
Followed Asset Management Guidance and New Code of Practice
Consulted with Matthew Lugg, involved in early development
Sub-groups organised by Asset types
PMF Group Testing

20. Framework Structure
Nine asset groups: Carriageways, Footways, Cycleways, PRoW, Structures, Street Lights, Drainage, Green Infrastructure, ITS Infrastructure
Five themes: Serviceability, Safety, Sustainability, Accessibility & Financial
Three levels of measure: Strategic, Tactical and Operational
Measurement intervals: Annual, Quarterly and Monthly
Local Targets

21. Development cont. Currently focused on Carriageway
Detailed measure definition
PMF Group Pilot has taken place
Wider Pilot by CQC members
Development via wider Sub Groups of other Asset Types

22. Other Asset Groups:
Cycleways: measures being piloted/tested by PMF Group
Footways: measures being piloted/tested by PMF Group
PRoW: Measures being piloted/tested by PMF Group
Structures: working with MSIG
ITS Infrastructure: working with WMHA
Streetlighting: working with South Gloucestershire
Green Infrastructure: working with South Gloucestershire
Drainage: Piece of work with Suffolk

23. Timeline:
11th Sept – 13th Oct Wider Test of Carriageways Measures by CQC Members
Test of other Ways measures by PMF Group
26th Oct PMF Steering Group Meeting to review all Ways Measures
By 30th Oct All other Asset Measure ready for testing
23rd Nov Results of wider carriageway test reviewed by PMF Group
and presented at the NHT Conference
By 30th Dec Feedback on all other Measures (PMG Group and Wider)
Qtr PMF Group to finalise Framework
April NHT PMF ready for use

24. Connect & Share
A national virtual resource of practice material updated by the sector and freely available to all

25. Principles Self sufficient Decentralised
Connect & Share
Principles
Self sufficient
Decentralised
Relies on existing Networks (national & regional)
Available to all free of charge

26. How it operates Run by a Steering Group Facilitated by NHT Network
Practice materials held on HMEP website

27. How it works Relies on support of existing Networks
Gathers practice material from Networks and individual Authorities
Uses surveys of practice and performance data
Issues regular newsletters/practice updates

28. Enrolled networks Networks sign up and agree to:
Promote the use of Connect & Share
Submit practice material and case studies to the Connect & Share
Respond to surveys raised by the Connect & Share Steering Group
Host Connect & Share events and arrange presentations of practice materials from across the region

29. Regional Support Package
NHT is offering the following support free of charge:
Access to a secure database for capturing, storing, comparing and sharing performance data
A purpose built website with facilities for on-line data capture, comparative reporting and a searchable practice library
Access to regional reports of NHT data, highlighting differences across the region, over time and between authorities
Note: This support package was previously called NHT Regional Benchmarking and is offered free of charge, provided there are sufficient current users of NHT Services in an area.

30. Steering Group
Provides a focus for collection of practice (sets priorities)
Reviews website content
Provides the sector with updates of latest material
Reports progress to the HMEP Strategic Steering Group

31. Benefits Greater visibility of the things that work
Reinforces collaboration locally, between regions and across the sector.
Provides a more complete picture of what is happening across the sector and who to talk to.
Enables best performers to share their experience.
By the sector for the sector

32. Enrolled networks

33. 2008 - Public Satisfaction Survey 2015 - CQC 2017 – Connect & Share
2018 – Performance Management Framework (PMF)

34. Future Development Wider data analysis Extend survey offering
Link PMF data to Public Satisfaction Scores
Extend survey offering
Key Stakeholder satisfaction survey being considered
Engage Supply Chain Partners
Development of Regional Benchmarking
Extend nationally as part of Connect & Share