1. A customer centric delivery model
Highways UK 8th November 2017
Gary Massey and
Samantha Neame
A customer centric delivery model

2. Background What customers told us What members wanted What was needed
What was achievable
What was deliverable
10 minutes – you on the contract and how it was developed and what you were trying to achieve.  The procurement process.  The client role?

3. Contract Model Contract + Contractor + Client + £ = ACHIEVING OUTCOMES
Market very capable
Contractor to organise themselves to deliver the right services at the right time to the right quality
Technology, processes and experience already exists
End to end systems and processes
Trained and skilled staff
It’s a journey
Amazon experience for Highways
Contract Model
Contract +
Contractor +
Client + £ =
ACHIEVING OUTCOMES

4. Our Ambition
Provide core services well to the desired levels of performance or beyond
Provide a safe operating environment for the public and their operatives
To be innovative with technology and approach to enable more self-serve for the public
Actively promote and be involved in our local communities and with local enterprises
Maintain local relationships to maintain reputations
Manage perceptions and proactively promote the image of the County Council
Develop a pragmatic and standardised approach to provide value for money solutions to meet our asset strategy needs

5. Outcomes
Our Vision ‘delivering customer excellence and making East Sussex prosper’

6. The Solution A better experience for all Uber/ Amazon approach
Instant access to information
Openness and Transparency
The Solution
Customer
10 minutes – Gary on our solution, what we tried to do in mobilisation! The first year of operation

7. 4 months to mobilise
New website
Totally new end to end technology solution
TUPE 200 staff
New QMS processes and integrated systems
Depot refurbishments
New fleet
Mobilisation

8. Successes
Day one a success – everything worked!
All systems up and running
Exceeded SPI targets
Delivered gain share
Integrated with the client
Staff engaged
New roles and opportunities for staff
The first 18 months

9. Work in Progress – Lessons Learned
Technology doesn’t solve everything!
Members
Promising and not always delivering
The first 18 months

10. Lessons Learnt and Next Steps
Improving Customer Experience
Seamless Operational Delivery
5 minutes – me and you on performance so far? Lessons learned. Next steps??

11. Customer perception is positive, with seamless delivery
Highly motivated and skilled staff
Best people attracted to East Sussex
Positive legacy left in East Sussex
Clear demonstration of how ESH contributes to the local economy
Exemplar local authority
Where are we now?