Guidance

Roads Academy Masterclass 1 July 2014: excellence in service delivery

Presentations from the lat­est excel­lence in ser­vice deliv­ery mas­ter­class held at the Insti­tute of Direc­tors on Pall Mall in Lon­don.

Documents

Achiev­ing and main­tain­ing ser­vice excel­lence: HA Acad­emy pre­sen­ta­tion

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Mas­ter class pre­sen­ta­tion 1 July 2014

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Roads Acad­emy pre­sen­ta­tion

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (eg a screen reader) and need a version of this document in a more accessible format, please email info@highwaysengland.co.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Detail

The lat­est mas­ter­class pro­vided an oppor­tu­nity for del­e­gates from across the roads sec­tor to hear the thoughts of senior lead­ers about how they approach cus­tomer service.

The mas­ter­class was opened by David Brewer, Direc­tor of Net­work Deliv­ery and Devel­op­ment in the High­ways Agency. Our guest speak­ers were Simon Fowler, Part­ner­ship Reg­is­trar for John Lewis and Bev­erly Waugh, Pro­gramme Direc­tor for Con­nect Plus. There was also a panel dis­cus­sion involv­ing Andy Jamieson, MD of Aone+, Simon Duke from the High­ways Agency, and Beverly.

Speak­ers shared their expe­ri­ences of dri­ving for and achiev­ing ser­vice excel­lence, and spoke about the lessons learned. Ulti­mately, del­e­gates are now equipped to take lessons back to their organ­i­sa­tions and apply them to engage with cus­tomers, help­ing to build a mean­ing­ful legacy for the roads industry.