Appendix E - Our customers and their requirements
Customer groups
Road users
Example customers include:
- Public
- Bus companies
- Haulage organisations
- Tourists
Road users want a safe, accessible trunk road network that supports economic growth; consistent, responsive, flexible customer service; information about the network to make choices; and consultation about issues and changes.
We will engage road users through social media, Traffic Scotland, and more conventional means; through our Operating Companies, which manage day-to-day customer interactions; formally through our road user surveys; and through community engagement and consultations and industry groups.
Scottish Government
Example customers include:
- Ministers
- Members of Scottish Parliament (MSPs)
Scottish Government stakeholders want delivery of the current Transport Scotland Corporate Plan and the National Transport Strategy; support in delivering the Scottish Government’s priorities and National Outcomes; and information to support policy making and decisions.
We will engage the Scottish Government through our formal governance structures; via the Scottish Parliament; and directly in response to questions from MSPs.
Road authorities
Example customers include:
- Local roads authorities (such as councils)
- National Highways
- Welsh Government
- Northern Ireland Government
- Road action groups
Road authorities want collaboration to achieve joint outcomes such as improved road safety; information to support decisions about local transport; consultation about issues and changes which affect them; knowledge sharing on best practice; and collaboration on developing standards for roads construction (such as the Design Manual for Roads and Bridges).
We will engage road authorities through Regional Transport Partnerships; via the Inter-Ministerial Group for Transport; and through the partnerships established to deliver the Road Safety Framework.
Supply chain
Example customers include:
- Operating Companies
- Construction companies
- Consultants
- Other suppliers
Supply chain partners want clear requirements on services provided to deliver effective asset management as part of the AM framework; information to perform the required services effectively; fair contracts and payment terms; and certainty of work and budget to allow effective planning and delivery.
We will engage the supply chain via our Operating Company governance structures; through supplier awareness days; through the management of specific projects; and through the Supplier Development Programme.
Emergency services
Example customers include:
- Police Scotland
- Scottish Fire and Rescue
- Scottish Ambulance
- Motor recovery organisations
Emergency services want collaboration to manage public and national safety and security and to ensure the accessibility and free movement of traffic on the trunk road network.
We will engage emergency services daily via our Operating Companies to manage incidents and incident strategy; and through the partnerships established to deliver the Road Safety Framework.
Transport Scotland staff
Transport Scotland staff want understanding of their role on delivering effective asset management; and information, policies, procedures and guidance to perform their role.
We will engage Transport Scotland staff through our internal governance structures and operational planning/delivery meetings, and with training on systems, policies and procedures.
Partners
Example customers include:
- Sustainable transport groups
- Environmental partners
- Disability Assistance
- Development organisations
Partners want collaboration to achieve joint outcomes such as reduced carbon emissions, increased active travel and an accessible trunk road network; information about Transport Scotland activities; and consultation about issues and changes which affect them and their stakeholders.
We will engage partners through Regional Transport Partnerships and through community engagement and consultations relating to specific projects and schemes.