VICROADS
AUSTRALIA come up with an engineering solution that we would then tell the public and the customer about , we ’ ve substantially changed our approach . We now engage with our customers , understand what it is about their local area that they enjoy most , and then build a solution around the needs of the community .”
This approach , which includes annual satisfaction surveys , has yielded communication around which VicRoads can build concrete action plans and goals . “ What our customers are telling us is that they would like the ability to plan their journeys in an easier way before they make them , and to ensure that those journeys are more predictable . If something does happen , they want to be told what we ’ re doing about it and find out easily what their alternatives are . They want to know that their journeys will be safe — and postjourney customers are telling us they would love to be able to give feedback on how their journey went .”
Short term and long term goals To address these customer needs as well as business needs , VicRoads has first identified several short term priorities including delivering more predictable journeys
“ VicRoads recently released its new four-year strategic commitment , which includes our vision and how we intend to deliver on that vision .”
– Nick Fisher , Director of Road Operations
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