Welcome to the Prague 2023 Pre-Proceedings!

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XXVIIth World Road Congress
Pre-proceedings of the Congress

Topic 1. Understanding the journey of your customers’ experience

  • IP0468 - Customer surveys in implementation of "Smart Choices"
    Marek KASPRZYK

    The efficiency of implemented by Transport Agencies innovations often depends a lot on its acceptance by road users. It is much easier to encourage somebody to realize Your ideas and priorities if you better know its needs. The method may become even crucial if a Transport Agency wants to introduce an innovation, which success is based on changing the existing behaviors and sentiments of its customers. [...]

  • IP0278 - Holistic understanding of customer through a qualitative study
    Riitta TAMMI

    Transport and infrastructure agencies apply satisfaction surveys to understand their customers' needs. The large-scale surveys are quantitative, and thus lack the context and factors contributing to an experience. These factors also change over time, for example climate awareness, or reducing driving speed to save in fuel costs. This paper compares a quantitative survey to a small-scale qualitative [...]

  • IP0549 - National Highways UK - an evidence- based approach to improving customer experience
    Paul HILL , Deirdre O'REILLY

    Our ambition is that ‘our customers will have increasing satisfaction with their journeys. They will know that we care about their experience and consider us to be a responsible and trusted organisation.’ To deliver this we have developed a customer service strategy which sets out how all our people can make a difference for our customers. This includes building capability within the business [...]

  • IP0368 - Road Users' Satisfaction Survey for Better Road Service Delivery
    Frieska Evita AYURANANDA

    The Ministry of Public Works and Housing, particularly the Directorate General of Highways (DGH), leads the government effort to meet Indonesia’s National Medium-Term Development Plan 2020-2024 target to build 3.000 kilometers of new national roads and to ensure that 97% of national roads are in good condition. The DGH generally determines road conditions based on several indicators such as International [...]

  • IP0109 - The TMR Customer Value Chain- supporting a holistic and integrated approach to delivering customer value in the entire customer experience
    Jean SANDALL

    Queensland's Department of Transport and Main Roads (TMR) is a state government department that plans, manages, and delivers an integrated transport environment to achieve sustainable transport solutions for road, rail, air, and sea for Australia's third most populous state (5.24 million people), covering an area of over 1.8 million square kilometres. TMR's vision is to create a single integrated [...]

  • IP0674 - Transport Scotland’s Customer Care Strategy

    Transport Scotland (TS) has undertaken road user surveys for a number of years, to provide a broad range of views and opinions to inform the management of the Trunk Road Network, and to identify current road user priorities and satisfaction levels. The importance of road users is also acknowledged through the inclusion of the topic as one of the key asset management objectives for the Network: [...]