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

2. 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

3. 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.

4. 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……

5. 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
* ‘Halving Harm’
Strategy launched
SHE Impact Days begin
Targeted Risk Monitoring begins
Process Safety approach and ‘SafeStart’ introduced
M Manhours were worked, M 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

6. What next?
Culture
Behaviours
Performance partnership ?