Agenda item

(To receive a report by Satish Shah, Network Manager, which updates the Committee with a review of measures being undertaken to improve the highways and transport service users' experience)

The Committee received a report from Satish Shah, Highway Network Manager, which provided an update on the measures being undertaken to improve the highways and transport service users' experience.

The Committee was advised that the new Communications Strategy would look to improve existing communication channels through the various media options; as well as reviewing information available on the website, including the use of infographics to help to get the message out as to the work carried out by highways.

It was reported that there were still some issues with the Highway Fault reporting Online System LAGAN.  The Committee was advised that it was hoped to launch an improved version of the system later in the year.

The report provided information as to how engagement with County Councillors was progressing.  It was noted that the next Member Session was due to be held in May 2018.  Following feedback received from the November sessions, it was proposed to hold just one session, instead of one in each of the four areas.  The report suggested that the one session could be held in the Council Chamber following the Council meeting as most Councillors would already be present.  The Committee was invited to give their views on future engagement with Councillors.

The Committee was advised that Local Highway Managers had held a total of 16 Parish Cluster meetings last year to give an overview of how the highways service operated based on the Future Operating Model.  Details relating to the issues discussed were shown within the report presented.

Paragraph 5.2 of the report provided suggestions with regard to future engagement with Town and Parish Councils.

In conclusion, it was recognised that progress had been made to improve the customer experience, but there was still more that could be done, especially with regard to electronic access to latest information and regular updates on fault reports.

A short discussion ensued, from which the following issues were raised:-

·         Disappointment was expressed to the fact that the LAGAN system update had been put back;

·         Some members expressed their personal experiences of reporting faults.  The Committee was advised that there had been connectivity issues; and a problem had also occurred when new users had registered;

·         Members expressed their support for having one Councillor engagement event;

·         Some members felt that the provision of web pages/emails for communicating with parish and town councils was the way forward.  The Committee also agreed that Councillors also had a role in ensuring that Town and Parish Councils were kept were kept up to date; and

·         One member enquired as to whether a response to a complaint could be sent to more than one person.  Officers agreed to look into this matter.

RESOLVED

1     That the experience of Committee Members to report faults; and reporting back progress be referred to the Channel Shift Project Board.

2     That the Committee agreed to the suggestion of one Member Session being held after the full Council meeting in May 2018; and support was given to the provision of web pages as a way of communicating and engaging with Town and Parish Councils.  Support was also extended to retaining six monthly engagement sessions with Town and Parish Councils.

3     That an update relating to Effective Highways Communication be received by the Committee at the 22 October 2018 meeting.