Delivering our Vision

We are committing to a plan of action to improve our approach to customer care. We will develop a set of clear, relatable measures to understand and evaluate our progress and use appropriate methods to keep our customers informed on the steps we’re taking. We will set ourselves targets to make sure that we deliver to the level our customers expect and demand. This will help us understand where we are performing well, and where we need to focus future efforts.

Our plans for the future

We will strengthen the alignment we have between this Customer Care Strategy and our strategic objectives, to demonstrate how this strategy not only supports our customers, but also the delivery of our priorities and vision.

Through developing a focused, structured, and prioritised action plan, we will undertake a series of specific actions to deliver our vision and strategy. Identifying our good practices and immediate improvement actions we can implement.

We recognise improving our customer care approach is an ongoing and iterative task and we will continue to gather and gain insights from our customers to evolve and improve our plans through listening. Our action plan will be for all our teams, with everyone working together to enable an improved and sustainable service to our customers.

Our Actions

Proactive Communication

  • We will improve how our diverse range of customers can contact us as and when they need to, establishing two-way engagement for Customer Care.
  • Enhance our understanding of our customer’s experiences and satisfaction of engagement and customer service they receive, how their needs are currently met, and where improvements are needed.
  • Communicating effectively in a clear, and accessible way, using customer-friendly language across our platforms and ways of engaging. It is easy to assume that our customers understand the technical ‘speak’ that is natural for us to use; for many customers this is not the case.

Consistency

  • Review the effectiveness of the communication channels and platforms available to our customers when they need to contact us. This will enable improved clarity and convenience of how to contact us regarding their experiences or requirements of the Network.
  • Ensuring our future contracts with our partners bring consistency to the Customer Care delivered by those who work with us.
  • Create targeted measures for Customer Care to understand our performance and where improvements are needed through monitoring and measuring ourselves and our partners.

Joined-up approach

  • Ensuring our people, and those who work with us understand their role in providing an excellent Customer Care service.
  • Identifying and assessing the required skills and qualities needed and have the appropriate training, support, processes, and tools to deliver this.

What will success look like?

Delivering our vision for Customer Care will form part of everybody’s day-to-day responsibilities and we will continue developing an environment and ways-of-working within our teams that encourages a collective responsibility of delivering excellent Customer Care in everything we do.

We understand that defining success with respect to Customer Care is challenging and appreciate that getting it right is a continuous process, one where we can always improve and provide a better service to our customers.  

We will know we have got it right when our customers tell us that:

"We trust Transport Scotland."

We deliver our commitments to our customers.

"It was easy for me to contact the Roads Directorate."

We have the right set of communication channels that make it easier for anyone to contact us.

"You listen to me."

We use the information we gather from all our communications and customers to better understand our customers and what they want from us.

"You inform me."

We are clear on how our customers can receive the information they need to ensure we provide timely, accurate and most importantly the required information to our customers.

"You consider my needs."

We demonstrate understanding that we have a wide range of customers and that each has different needs and expectations.