1-923 Improving maintenance through our customer eyes (2019 -2021)

Highways England is looking to set up a contract for provision of Specialist Technical Consultancy Services. These specialist services will assist the Maintenance Requirements team within Safety, Engineering and Standards in understanding cyclic and reactive maintenance through the eyes of our customers.

The Consultant will provide direction to the improvement of our understanding of what 'a network in good condition' looks like for our customers with respect to maintenance and our asset management. More specifically we are interested in cyclic and reactive maintenance and we will look to assess how the customer expectations have changed over time during the operation of our numerous contracts practice across the industry. The support specialists will provide technical support to asset maintenance and implement the findings into operations.

With the findings from the project we will make improvements to our maintenance policy documents to include for a better customer experience.