Vision for the Future
Transport Scotland will be recognised and trusted by our customers, through clear communication with and genuine listening to everyone who is reliant on the Trunk Road Network. We will be better known, and this will be core to enhancing a customer-centric approach throughout our wider management and delivery of the Network.
Principles
Our approach to Customer Care is centred around three key principles:
Proactive Communication
Sharing information that is easy to access and understand.
Clear, precise, and accessible information will be proactively published, providing customers with the context and responses to their enquiries, reducing the need to request such information. This will provide a more transparent and accessible service to customers and support our teams together and individually in providing a more efficient and effective response to customer correspondence, due to relevant information being readily identifiable and available to all.
Consistency
In the interactions they have with us and the service delivered.
We will ensure that each customer receives the same high level of Customer Care, regardless of who they are, where they live and their communication preferences. It is important that all our customers are left with a positive perception of Transport Scotland after they have engaged with us, and they are content that every effort was made to resolve any issue and that they received the best quality of service.
Joined-up approach
Customers perceive the different teams and partners that improve, maintain, and operate the Trunk Road Network to be working together efficiently with effective internal communication.
We, alongside those we work with, will be perceived to operate together, providing customers with the confidence that their enquiry or complaint will be handled effectively, irrespective of the department or team that they initially engage with. To achieve this, every individual delivering our services on the Network will be encouraged to take ownership for always delivering excellent customer care. Our people will be empowered to take this responsibility through engagement support and training relevant to their role.