1. Highways UK November 2019 Tony Slater – Director, Smart Motorways
The Road to Customer Satisfaction

2. Customer Workstreams Customer relationship & advocacy
Roadworks Experience
Embedding Customer in design
Customer legacy
Digitising Customer (becoming data driven)

3. What are our priorities
Workstream
Actions/Next steps
Outcome
Roadworks customer experience
Embed 20 principles into TM planning
Roadworks messaging and comms
Develop JTR strategy
Customer Sat score
JTR (average delay through works)
Customer relationship/advocacy
Stakeholder engagement strategy
Digital rehearsal/VR for engagement
Establish Customer Panel
Robust scheme comms plan
Create scheme advocacy
De-risk programme
Embedding customer in our design
Customer design challenges
Human Centred Design
Customer maturity assessment
Enhanced customer outcomes in our solutions
Customer legacy
STEM/volunteering
Customer training for our schemes
Establish Social Value Toolkit
Enhanced social value
Profile raising
Developing capability
Digitising Customer
Embedding ‘customer value’ in BIM model and whole life costing
Better use of data to inform decisions
Digital Rehearsal
Driving efficiency in customer processes
Embed customer value

4. Customer Service Maturity
Measuring Success
Client & Stakeholder Feedback
Customer satisfaction scores
Journey Time Reliability through our works
Incident clearance within our works
Network availability
Social Value Add
Customer Service Maturity

5. Applying UCD to the Highways Sector

6. Applying UCD to the Highways Sector
Alignment with PCF Process

7. Industrialised Construction
What is 25% by 2025?
Zero Waste
Removing waste through lean thinking and adding value
Lean Training for everyone
Zero Waste
The Way we Work
Developing standard tools, systems, measurement and ways of reporting
Knowledge Transfer of innovation, best and standard practice
The Way We Work
Industrialised Construction
Maximising the use of:
Off-site and On Site Manufacturing
Adopting Innovation and technology
Mechanising processes
Assembling standard products
Industrialised Construction
‘Our 25 by 2025 strategy aims to reduce activity onsite by 25% by the year increasing productivity, improving quality and safety and ensuring value for our customers. It will improve project delivery and allow us to move away from wasteful and traditional industry approaches’

8. Zero Waste Key Develop our staff - Lean appreciation 1
training for everyone 1
Remove waste in all our processes 2
Programme of Waste Hackathons 3
Achieve ISO18404
Lean Six Sigma Standard

9. The Way We Work Consistent ways of doing things 1 2 3
Develop bespoke 25% by 2025 plans for each specific Highways Project Frameworks (RDP, SMA, CIP) 1
Consistent ways of doing things 2
Standard Operational Excellence Project Start Up Toolkit
Collect, Enhance and Share Best Practice between projects, business units and the wider industry 3

10. Industrial Construction
Partner with Industry providers of DfMA & Innovation Training 1
Identify top six high volume and repeatable activities to invest in and improve 2
New project delivery methods 3
Annual Calendar of events to showcase innovation

11. Standardisation and Modularisation
Standardisation and Modularisation. From the set up of our site compounds to the assets we install, Balfour Beatty are using innovation, technology and new ways of working to deliver projects that are effective, efficient, safe for their users and are fit for the demands of the future.