4 Tasks associated with User Engagement
4 Tasks associated with User Engagement
Key Achievements
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4.1.1 A key commitment in the previous Annual Report was to continue to actively promote and develop customer engagement. Considerable emphasis has been placed on enhancing user engagement during 2008. This chapter summarises a series of meetings, user events, user documentation and other initiatives designed to:
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4.1.2 Figure 4.1 provides an overview of the various communication methods that we have adopted in publicising TMfS:
Figure 4.1 TMfS Model Maintenance, Performance Evaluation and Customer Engagement Programme
4.1.3 As stated previously, user engagement is a key aim. It is fully recognised that to be successful in this requires a strategy for effective communication. Figure 4.1 sets out how TMfS communication is undertaken.
4.1.4 Figure 4.1 demonstrates that TMfS communications can be broadly categorised under two headings — Direct and Indirect. Direct communication involves delivering information, undertaking consultation or seeking feedback and can be in the form of face-to-face communication or paper / e-mail-based. Indirect communication typically involves delivering information through the TMfS Website or published documents.
4.2 2007 Annual Report Commitments
4.2.1 Table 4.1 outlines the user engagement commitments made in the 2007 Annual Report:
Table 4.1 User Engagement Objectives
Objectives |
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Encourage new applications of TMfS Development of Enhancement Report user engagement commitments Ongoing user engagement 2 October 2007 User Group. Day Updated User Group Day - format based on delegate feedback TMfS Brochure TMfS Protocol Report Non-Technical Guide to TMfS TMfS:05 User Manual Update of User Manual to TMfS:05a |
4.2.2 This chapter will also consider how we have met these commitments through communication with the User Group and other potential stakeholders throughout 2008. It will also explore how this communication programme has worked to encourage model applications and ultimately contributed towards the Scottish Government’s Purpose.
TMfS Liaisons
4.3.1 There was extensive liaison with members of the User Group during 2007, including Directorates of Transport Scotland, Regional Transport Partnerships, Local Authorities and various consultancies. The purpose of this consultation was to establish the availability of data and the desirability and (feasibility) of the proposed enhancements. While there has been continued communication with these organisations, liaisons in 2008 have been more focused on progressing TMfS:07, establishing the requirements of the Forth Regional Model and establishing contact with other Directorates of Transport Scotland, the Scottish Government and partner organisations to whom TMfS may be of use.
4.3.2 The key liaison developed in the previous year has been with the Scottish Government Directorate of the Built Environment. Transport and planning are closely related areas of policy — transport improvements encourage development, while new developments create pressures for improved transport infrastructure.
4.3.3 The recent review of SPP17, Planning for Transport recommended that:
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4.3.4 Evidence of the closer links between TMfS and planning policy has been the number of major planning applications of TMfS, including Glasgow City Plan II, the Edinburgh and Lothian Structure Plan and the South Lanarkshire Local Plan. It is important that work with the Scottish planning fraternity continues and these links are developed over the coming year.
4.3.5 In addition, discussions are ongoing about the potential use of TMfS to help inform the planning process in light of the 28 October accouchement by the Cabinet Secretary for Finance and Sustainable Growth, John Swinney.
4.3.6 Our wider role in the development planning system was recently formalised by the Scottish Government in the release of the Common Statement on planning reform. This is a wide ranging package of improvements designed to make Scotland’s planning system "leaner and fitter". Transport Scotland will be working in partnership with the Scottish Government and other key agencies including the Convention of Scottish Local Authorities (COSLA), Scottish Natural Heritage, the Scottish Environment Protection Agency (SEPA), Scottish Water, Architecture and Design Scotland, Historic Scotland, the Scottish Property Federation and Homes for Scotland. Our responsibilities will include the provision of TMfS advice on development plans and the publication of an annual report on performance.
4.3.7 In terms of other liaisons, there has been a dialogue with:
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4.3.8 Attempts are ongoing to identify a contact within the Scottish Government Education and Lifelong Learning Directorate to explore potential synergies between transport and education. Other key directorates / organisations with whom we hope to establish a rapport include: Visit Scotland / Scottish Government Tourism and Scottish Enterprise / Highlands and Islands Enterprise. We aim to identify potential areas where TMfS could be used to assist these organisations and also ensure that synergies in other areas of mutual interest, data collection for example, are realised.
4.3.9 We have worked closely with the Department for Transport (DfT) over the past year, both through the Four Nations Forum and on an individual basis. A key aim of our efforts has been to ensure that Scotland is well represented in the UK National Transport Model and the Great British Freight Model. There has also been participation in general discussions on modelling practice and methodology. It is hoped that such engagement will be strengthened over the coming year so as to ensure that Scotland is robustly represented in the wider UK transport context.
4.3.10 We have also continued to formally and informally liaise with various stakeholders throughout 2008, including:
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TMfS User Group Days
4.3.11 The key forum for direct communication with actual and potential model users is the TMfS User Group Day. TMfS User Group Days provide an appropriate forum for bringing together a wide range of existing and potential users of the model and its outputs. These events are also a good opportunity for us to gauge opinion on TMfS and canvass actual and potential users on their current modelling requirements and future aspirations. In addition, the User Group Day allows for the exploration of links with other policy areas such as planning and health. Two such User Group Days were held during the year.
4.3.12 There has been a strong emphasis in trying to make the User Groups attractive to land-use planners and others who could benefit from more in-depth knowledge of the capabilities of TMfS. Land-use planners have been targeted in an effort to increase their representation at User Group Days.
Third TMfS User Group Day — 2 October 2007
4.3.13 The third TMfS User Group Day was held in Edinburgh on 2 October 2007. The aim of this event was twofold: to provide a greater emphasis and understanding of the land-use and planning aspects of TMfS, and to bring the User Group up-to-date with developments since March 2007, including the audit, data collection and the enhancements. Key presentations included those by the commission consultants on the development of TMfS. On the planning front, WSP provided an overview of the SPP17 Review and the General Register Office for Scotland (GRoS) discussed the mid-Census demographic forecasts that they have prepared. The DfT discussed the UK National Transport Model and Scotland’s role within it. This represented an important step in demonstrating to external stakeholders that Transport Scotland and the DfT are liaising on strategic transport modelling. Finally, in response to user requests regarding application-based presentations, Hyder Consulting presented on the cross-Forth Ferry application of TMfS.
4.3.14 As with previous events, delegate feedback was sought through the provision of an Exit Questionnaire. The results were very positive with 97% of questionnaire respondents noting that they found the event either ‘Very Useful’ or ‘Quite Useful’. Previously, conference delegates had requested more information on the functionality of TELMoS — this was addressed through the provision of a manned TELMoS stand, with displays of the model, posters and non-technical leaflets. A number of positive comments on different aspects of the day were also recorded. The ‘Question and Answer’ scribe and Exit Questionnaire for the event can be found on the TMfS Website.
Fourth TMfS User Group Day — 1 May 2008
4.3.15 The fourth TMfS User Group Day was held in Edinburgh on 1 May 2008 and had a strong focus on the emerging links between planning and transport. As with previous events, this User Group Day provided an update on the development of TMfS. This was supplemented by two insightful presentations from the Scottish Planning Directorate and the Glasgow Clyde Valley Structure Plan Team.
4.3.16 In light of delegate feedback, the afternoon session was split into two case study-led breakout sessions which focused on modelling and planning issues respectively. The modelling session contained presentations on two topical issues - the use of TMfS in the Replacement Forth Crossing application and an overview of the environmental modelling tool, ENEVAL.
4.3.17 The first session of the planning forum involved a workshop discussing the role of strategic transport modelling in the formulation of planning policy. The aim of this session was to provide an open forum where both transport and planning professionals could discuss the issue of how strategic modelling and planning can be better integrated. The second part of this session involved a presentation by GRoS on household projections.
4.3.18 There then followed a short plenary session with a presentation on accessibility to the New South Glasgow Hospital from NHS Greater Glasgow and Clyde Valley and consultants JMP. While this presentation had a largely historic focus, it raised opportunities for the potential involvement of TMfS on such schemes in the future.
4.3.19 A short presentation on TMfS communications brought the day to a close. The aim of this presentation was to make delegates fully aware of the various means of TMfS communication and to canvass delegates’ thoughts on how communications could be improved. The presentation provided an overview of areas such as consultations to date, the TMfS Website, conference presentations and TMfS documentation.
4.3.20 In light of the positive feedback from the previous event, the TELMoS stand was once again run and was this time also complemented by a TMfS stand, which provided an overview of the model, brochures / leaflets and a rolling presentation of model applications.
4.3.21 As with previous events, feedback on the day was very positive with all Exit Questionnaire respondents noting that the day was either ‘Very Useful’ or ‘Quite Useful’. Of particular importance was a growing recognition amongst the planning profession of how TMfS can contribute to their area. This is very much welcomed.
4.3.22 A key aspect of the Fourth User Group Day was the widening delegate base. Delegates attended from various ‘new’ organisations, such as Homes for Scotland and Caithness Partnership. In addition, the day extended our liaison efforts through the presentation of links with other policy areas, such as planning and health.
4.3.23 The attendance at both the third and fourth User Group Days was encouraging, with a number of organisations which had not previously attended coming along. Unfortunately, some organisations were unable to attend due to issues over resourcing and, particularly with more geographically remote organisations, the cost of attending. The onus is on us to actively seek engagement with these organisations through either visiting them or holding a User Group nearer to their area. A national User Group Day is organised for 6 November 2008 and discussions are ongoing with regards to holding regional User Group Days.
User Group Day follow-up Responses
4.3.24 As part of our ongoing commitment to user engagement, individual responses to comments made in the User Group Day Exit Questionnaires were sent to the relevant delegates. Such communication also provided an opportunity to bring recipients up-to-date with other relevant aspects of TMfS, such as data collection in their area. Endeavours were made by the team to follow-up any specific requests by users for further consultation.
Model Request and User Satisfaction Forms
4.3.25 The TMfS Model Request and TMfS User Satisfaction Forms have been kept up-to-date during 2008. Prospective users of TMfS must fill in a TMfS Model Request Form before the model and / or its data are released for use. As part of the request process, users must agree to fill in a TMfS User Satisfaction Form at the end of their application.
4.3.26 A full review of the user satisfaction results from 2008 can be found in Chapter 8 and latterly, Appendix B.
TMfS Training
4.3.27 A dedicated two-day training programme for the use of TMfS has been devised and is being rolled out to model users. The course provides instruction and explanation in using all aspects of the model. The content is largely generic, but can be tailored to meet the specific needs of an individual group of trainees. Support, guidance documentation and other informal training in any application of TMfS are also offered throughout the model application.
4.3.28 Throughout 2008, external training has been provided for Halcrow, while a number of other internal courses have also been run.
Conferences
4.3.29 The presentation of TMfS at conferences is an effective method of publicising its capabilities, while also providing an opportunity to share in best practice. There has been one presentation directly related to TMfS in the previous year. This was given at the European Transport Conference in October 2007 and was entitled ‘Transport, Economic Development and Regeneration’. This paper was primarily focused on the relationship between transport and the economy. Transport Scotland members of the TMfS team presented a TMfS based paper at the international MOBIL.TUM Accessibility Conference in Munich in March 2008, which was attended by a wide range of delegates and provided an opportunity to share best practice. TMfS publicity was again circulated at the 2008 STAR Conference in Glasgow. The new TMfS brochure was included in the welcome packs and a number of presentations, including that of the Transport Minister Stewart Stevenson MSP, referred to TMfS.
Model Application Meetings
4.3.30 In addition to the general user requirement meetings described above, there have been a large number of meetings held to discuss the detailed requirements of specific applications of the model, agree any modifications or assumptions and to discuss the resulting model outputs. These meetings are extremely useful as they allow potential users to best understand how to use TMfS and appropriately interpret its outcomes.
TMfS Newsletters
4.3.31 TMfS newsletters have been issued at three monthly intervals and are an important means of communicating with all stakeholders. The newsletters generally cover a wide range of topics including model development, data collection and liaison initiatives. These newsletters will continue to be issued on a quarterly basis. All of the published newsletters to date can be found on the TMfS Website.
TMfS Website
4.4.1 The TMfS Website is the key indirect means through which the team can communicate with the all TMfS stakeholders. It also provides an effective method of disseminating information to the User Group and the wider public. In addition, the Website serves to advance the TMfS ‘brand’ with the model logo, and links to relevant organisations such as Local Authorities and Regional Transport Partnerships. Over the previous year, the site has been enhanced with the addition of new documentation (discussed below) and presentations from the TMfS User Group Days.
4.4.2 A number of other documents are housed in the ‘Library’ section of the TMfS Website, many of which were introduced in the 2007 Annual Report. These include the Enhancement Report, Model Development Reports, Audit Reports, Conference Papers, User Group Day Exit Questionnaire Results, User Group Day Q&A Scribes and the ENEVAL User Manual.
4.4.3 A ‘Website Satisfaction Questionnaire’ is also available on the homepage. It is intended that responses gathered from this questionnaire will be used to assist in the maintenance and development of the Website. However, the response rate to this questionnaire has continued to be very poor throughout 2008 and we would encourage those who visit the Website to provide their feedback.
TMfS Documentation
4.4.4 The ‘Library’ is the most visited section of the Website, which is largely because it houses the key TMfS documentation. This section provides an overview of the content of the documents added in 2008 and explains their role in the overall user engagement process.
4.4.5 It should also be noted that a new branding system has been developed for TMfS Reports and other documents, as can be seen from Figure 4.2:
Figure 4.2 TMfS Documentation Colour Coding
4.4.6 It is recognised that there is a demand for TMfS documentation at various levels. These range from higher level non-technical papers through to in-depth technical reports. A four colour scale has been adopted for all documentation. Documents with a blue spine refer to TMfS overall as opposed to just the model itself. Documents with a green spine are very high level and non-technical (i.e. this Annual Report and the Non-Technical Guide) while documents with a yellow spine straddle the area between technical and non-technical (i.e. the Enhancement Report). Red coded documents are the technical reports such as the Technical User Manual, Model Development Reports and Model Calibration and Validation Reports.
TMfS Brochure
4.4.7 The new TMfS brochure was issued on 24 April 2008 at the STAR Conference. The brochure is very high level, outlining the modelling capabilities of TMfS, what the model can be used for and who can use it. The brochure is largely aimed at those who are either unaware of TMfS or who have heard about the model but know little about it. Indeed, the brochure can be seen as a first point of contact with TMfS.
4.4.8 The previous brochure was more heavily focused on the specific capabilities of the model. However, this information is now largely contained within the Non-Technical Guide to TMfS (see below).
Protocol for the use of TMfS Report
4.4.9 The 2007 Annual Report noted that it would be beneficial to prepare a report detailing the protocol (best practice) for using TMfS, its outputs and the various support services available from the TMfS Team. This was produced and entitled the Protocol Report, which is aimed at Model applicants and covers a wide range of issues, including how to apply for the Model, the manner in which it should be used and an explanation of the support services available. This Protocol Report helps mitigate the risk of inappropriate use of the model and its outputs and summarises best practice for consistent use of TMfS across different organisations and applications.
Non-Technical Guide for TMfS
4.4.10 The Non-Technical Guide to TMfS guide is designed to enhance users’ and potential users’ understanding of TMfS. The document can also act as a companion document for those who do have a basic understanding of modelling but require additional details on specific techniques, terms or areas of modelling. Furthermore, the guide can be used to provide a foundation for analysing the more ‘technical’ documentation.
4.4.11 The Non-Technical Guide is housed on the TMfS Website and is presented as a series of web-based chapters with links to a stand-alone glossary to explain technical terms. The guide itself provides readers with an introduction to modelling, as well as detailed but nonetheless non-technical explanations of TMfS / TELMoS and their functionality. This format was chosen because it allows those who access the document to read it selectively should they wish to do so. In addition, the inclusion of a glossary allows key modelling terms to be described in detail, without making the main document unwieldy. A foreword to the Non-Technical Guide has also been prepared, which provides potential readers with a summary of what is included in the document and indicates the target audience. This summary was distributed at the fourth TMfS User Group Day.
TMfS:05a User Manual
4.4.12 While the TMfS training days meet the immediate needs of potential users, a comprehensive User Manual has been developed to provide guidance to the user throughout their model application. The User Manual is aimed at Model users of a more technical disposition and provides a dialogue on the actual processes involved in preparing and running the Model. The finalised version of the TMfS:05 User Manual and subsequent TMfS:05a User Manual have been published during 2008. It is anticipated that a TMfS:07 User Manual will be published following the completion of the new modelling suite.
TMfS Model Development Reports and Calibration and Validation Reports
4.4.13 The TMfS Model Development Reports and Calibration and Validation Reports for TMfS:02, TMfS:05 and TMfS:05a are available on the TMfS Website. These reports outline the technical development of the model and demonstrate how well the model performs against nationally defined calibration and validation targets.
4.4.14 The TMfS:07 Model Development and Calibration and Validation Reports will be uploaded to the Website once that version of the model is completed. These documents will be reported on in the next Annual Report.
4.5.1 As a stated key aim, user engagement is a critical work stream in encouraging applications of TMfS. While the Model Maintenance, Performance Evaluation and Customer Engagement Programme do not in itself explicitly contribute to meeting the Scottish Government’s Purpose, it is the principal driver behind increasing the use of TMfS and the diversity of applications. Therefore, an important task during the last two years has been to raise awareness of TMfS and address any negative perceptions that exist.
4.5.2 In addition, all of the user engagement initiatives provide a focus for model development and encourage applications of TMfS. It ensures that investment in TMfS is efficiently directed and that enhancements add value. Furthermore, the user engagement initiatives can be seen as supporting the Government’s ‘Strategic Priority’ of effective government. Liaisons with Local Authorities and other Government directorates have allowed for effective joint-working, better coordinated policy and efficient use of public money.
4.5.3 The recent Common Statement reinforces the need for us to be pro-active in seeking out opportunities for TMfS to be used in informing the policy process. Indeed, support for this culture change and the general modernising of the planning agenda will be a key focus of our user engagement initiatives going forward.