Lessons Learned from the Future of Highways Delivery on the 14th March
Consultation vital
Local transport minister Norman Baker told the conference that the public expects to be consulted on maintenance programmes and priorities. This was in addition to the necessity for highways services to have clear communication strategies that was identified by the Potholes Review, the minister said.
Engagement, not communication, key
Council call centres and websites have made it easier for the public to register highway problems but are not necessarily the solution to poor satisfaction levels, the customer focus workshop heard. A number of delegates said what the public really wanted was to be able to talk to someone responsible for highways who can solve their problem. Surrey County Council found that satisfaction with highways rose in areas where the council had gone out and explained what was involved in providing the service.
Localism needs safeguards
There was general agreement in the conference plenary that the localist determining of highways priorities as practiced by South Gloucestershire Council could be reconciled with an asset management approach to allow both the use of roads and their asset value to be considered. The localism workshop, however, discussed the danger that a community-led approach could lead to the worst roads being treated first and that robust governance and evidence was needed when devolving budgets to avoid legal challenge.
Highways needs to be a corporate priority
The plenary session also discussed the need for highways managers to also better communicate with political and corporate leaders. Jason Russell, Surrey assistant director for highways, said he only won support for a five-year maintenance programme because of member confidence in the service. Blackpool Council deputy chief executive Carmel McKeogh said "people like me need to understand that investment in roads is about access to jobs and economic growth".
Data allows us to challenge how budgets are spent
The National Highways & Transport survey steering group chair Peter Radford outlined the need to guide investment based on both condition data and customer perception surveys. His authority Somerset County Council had identified a need to challenge its investment priorities based on data on satisfaction and spending. An updated NH&T survey will allow each authority to identify the 'efficiency gap' between their actual and optimum spending levels.
Shared services in prospect for highways
The Highways Maintenance and Efficiency Programme advocate Matthew Lugg said the shared services toolkit, launched on the day by Baker, would allow up to 20% of budgets to be saved. Merseyside and Teeside authorities were interested in being early adopters of the toolkit that Lugg said would release more funds for services without undermining each authority's sovereignty.
