Winner: Rotherham Metropolitan Borough Council
Rotherham Metropolitan Borough Council won APSE’s Best Service Team award for Highways, Winder Maintenance and Street Lighting.
Highways, Winter & Street Lighting Services in Rotherham are all delivered by Rotherham Streetpride. The service seeks to deal with all aspects of the streetscene in a holistic way combining client, design and delivery roles.
One of the key features of the service is a Customer Contact Centre using state-of-the-art technology with a one-stop number for all Streetpride enquiries. Integration of all activities affecting the streetscene with services has enabled Rotherham Streetpride to be customer focused and responsive to local needs. Area based working has been introduced to promote ownership within the workforce and aid community involvement and performance management is embedded throughtout all activities.
The Service has recognised the need to adopt asset management principles for all highway services. Building on earlier work a Highway Asset Management Plan has been developed with an Improvement Plan put into place for 2007-10.
Challenging response times were set for responding to reports following consultation with Rotherham’s “citizens’ panel”. High standards of street lighting have been provided for a number of years but the introduction of Streetpride drove standards even higher. Residents reporting a lighting failure can expect a 3 working day response and less than 1% of street lights are unlit at any given time. This has been achieved with relatively low spending, As part of Streetpride’s drive to improve customer satisfaction, 100 customers who have made a report are contacted every month to seek their views on the service provided. A recent customer survey has shown that 76% of customers are satisfied with the street lighting service, a 12% improvement on the previous year.
Rotherham Street pride’s key achievements include:
