CONSTRUCTIONhttp://www.vicroads.vic.gov.au 85VICROADS
come up with an engineering
solution that we would then tell the
public and the customer about,
we’ve substantially changed our
approach. We now engage with
our customers, understand what
it is about their local area that
they enjoy most, and then build a
solution around the needs of the
community.”
This approach, which includes
annual satisfaction surveys, has
yielded communication around
which VicRoads can build concrete
action plans and goals. “What
our customers are telling us is
that they would like the ability to
plan their journeys in an easier
way before they make them, and
“VicRoads recently released
its new four-year strategic
commitment, which includes
our vision and how we intend
to deliver on that vision.”
- Nick Fisher, Director of Road Operations
to ensure that those journeys are
more predictable. If something
does happen, they want to be told
what we’re doing about it and find
out easily what their alternatives
are. They want to know that their
journeys will be safe—and post-
journey customers are telling us
they would love to be able to give
feedback on how their journey
went.”Short term and long
term goals
To address these customer
needs as well as business needs,
VicRoads has first identified several
short term priorities including
delivering more predictable journeys