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Developing Performance Indicators to Ensure the Success of your


									Developing Performance Indicators to
Ensure the Success of your Partnership
Insight Show 19 November 2008

Tom Herring, Highways Agency and John Wicks, MVA Consultancy
The Highways Agency

The Highways Agency
is responsible for
England's strategic road
network -managing
traffic, tackling
congestion, informing
road users, improving
safety, minimising
adverse impact on the
environment - and
 Working in partnership

The strategic plan included:

- agreements to work in
partnership with other bodies;
- understanding the Agency’s
impact on other transport
- working with key stakeholders
to implement Government
policies and meet the needs of
local communities;
- working with the private sector
to progress integrated transport
initiatives; and
- providing guidance on
partnerships to secure a
consistent framework for
decision making.
 The original research

Develop performance indicators to measure
working in partnership
  - process and outcome measures
  - comparisons between different directorates
  - information to assist in the management of
      other Agency initiatives

Three phases
1. Identify and survey partners
2. Baseline survey of current partners
3. Implement a monitoring programme
Who were the partners?

Network partners
Planning partners
Delivery partners
Initial survey

To determine who the
contacts were

To secure participation

To identify the issues
involved in delivering in
partnership – mainly
relationships and
Listening to the views of partners and stakeholders

Being open and responsive to their needs

Meeting the requirements of the partnership

Having clear roles and responsibilities

Accountability (Agency taking responsibility for its

Effective risk management

The commitment to aims and objectives

Meeting agreed milestones / timescales

Providing a contact point
Keeping stakeholders
informed of staff changes
Ease of getting in contact
with the right person
The level / frequency of
Awareness of each other's
Dissemination of relevant
Timely response to queries
Accuracy of responses to
partners’ queries
Consulting partners at
relevant stages
The quantitative survey

Sent by post/ email/

To all known

Originally twice a

Based on ServQual
Continuous improvement

 Quantitative survey now done annually

 Qualitative survey follow-up to provide
 richer information

 Good Practice guides issued

 Case studies undertaken each year
Strategic Stakeholders

…influence route choice and actively manage traffic on the
network – eg. ACPO; Freight Transport Association;
National Express; Network Rail
Planning Stakeholders

…support the delivery of sustainable transport
solutions – eg Regional planning and development
Agencies; Environment Agency; Local Government;
Government Offices
Operational Stakeholders

…are those with whom the Agency has an operational
need for collaborative working – eg. Fire services;
Ambulance Trusts; Recovery Organisations
Delivery partners

…are involved in the construction and maintenance
of the network – eg. Contractors; Suppliers;
Managing Agent Contractor (MACs)
Other stakeholders and partners

…those that do not fit any of the other categories –
eg Media; Law Firms
 A new way of classifying stakeholders

The nature of the relationship is more influential
than the nature of the stakeholder. So we now
have four stakeholder categories:

Voluntary extensive collaborative working

Involve and engage to generate interest

Consult in order to satisfy stakeholder interest

Keep informed to maintain normal good quality
stakeholder liaison
The 2007-08 survey
492 quantitative responses (366 analysed)
and 87 in-depth telephone interviews.

Performance score of 90.9 – exceeding the
target of 86 and the aspirational target of 90.

Highest score to date and follows a general
trend of improving performance
 Trend in performance score


90                                                                                           90
85                     83                            83.5







 Aug-02      Feb-03   Aug-03   Feb-04    Aug-04   Feb-05    Aug-05   Feb-06     Aug-06   Feb-07   Aug-07   Feb-08
Other findings

Most partners thought their
partnership was successful.
The score improved for all
stakeholder types
55% thought the Agency is

All aspects exceeded the target.
Best were:
Good understanding of what each
partner is doing
Ease of getting in contact
Working towards the same goals
and objectives
Worst was
Effective risk management
The Working Group

identifies and encourages examples of good
considers findings from the surveys that present
opportunities for performance improvement;
agrees cross-directorate material for
communication, e.g. good practice guides;
maintains list of internal partner contacts;
maintains database of external partners; and
steers reporting of survey results at Agency and
directorate level.
Good communication is essential to
successful partnership working

Mentioned by both the most and the least
satisfied stakeholders

It is more than just having the right person to

Good communication was seen as information
sharing, regular updates and discussion over
project milestones and outcomes.
Areas for Development

Communication and dissemination of


Meeting project milestones and timescales

Learn from successful projects
Communication and dissemination of

Keeping stakeholders up-to-date with appropriate

Sending reports to all involved stakeholders and contacts

Creating comprehensive contact lists

Promoting the website

Setting up a central database of stakeholders

Appointing primary contacts

Disseminating examples of good practice

Using the Working Group to encourage good

Case studies of good practice
Circulating good practice guides on aspects of
partnership working
Meeting project milestones and timescales

Communicating any problems or potential delays to
stakeholders as soon as possible
Acknowledging queries as soon as they are received,
saying who is dealing with them and how long it will
Learn from successful projects

Produce briefing notes so that the findings of the
survey can be discussed at team meetings.

Produce case studies of particularly successful
partnerships involved in different aspects of the
Agency’s work

Continually update survey and reporting process to
ensure accurate, robust information about
stakeholder working and use it to maximum

Report to the Board for approval and recommendations.
Each Directorate gets its own report
An article in the in Agency’s house magazine
An electronic article on the Agency’s intranet, with a link to
the main survey
Senior grades given recommendations to discuss at team
Executive summary at information points in all Agency
Survey summary sent to all all stakeholders
Roadshows at all Agency locations to present results
DVD of results presentation for use at Team briefings
Use the Stakeholder database to track and record contacts
Knowledge centre to house the good practice guides, case
studies, FAQ's etc
  HA Customer Promise
We will help you make your journeys safely and reliably

We will provide value for money and invest in improved

We will provide helpful information to enable you to make
choices before and during your journey

We will clear up incidents quickly and safely

We will limit any delays when carrying out roadworks and

We will play our part in protecting the environment

We will ask you for your views and act on feedback

We will deal with you promptly, courteously and helpfully
The proof of the pudding

“We work with a
number of major
public sector clients
and, in my
experience, the
Agency are among
the best.”

– one of the stakeholders
 Contact us

Tom Herring
01234 796 355

Manton Lane
MK41 7LW
John Wicks
01483 742928

Dukes Court
Duke Street
GU21 5BH

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