Highway Services achieve the new Customer Service Excellence standard
Highway Services has met stringent new standards in customer service and has just achieved Customer Service Excellence. This new standard replaces the old Charter Mark, and is considered a much tougher and more relevant test of the quality of customer service.
Highway Services deliver a wide range of services to all communities across Cambridgeshire. Its purpose is to provide a safe environment for the county’s 600,000 population and visitors. The services provided include maintenance of the county’s roads and rural rights of way, road safety education and campaigns, management of traffic and assets such as traffic signals and street lighting.
We survey 4,500 people across Cambridgeshire every year to ask what their priorities are and how they rate the quality of service that we deliver. In 2008 52% said that they were satisfied with the services provided. We are still determined to improve and learn by listening to suggestions from our customers. Where we can we design projects to suit individual community needs such as safer routes to school, access to the countryside projects, traffic management schemes, market town strategies and city projects. The assessor was particularly impressed with our strong partnership arrangements with other Councils, and with the commitment and flexibility of staff.