National Highways award A43 team best-in-class customer scoring

Kier Transportation’s A43 team has become the first to achieve 8 out of 10 in the National Highways’ Customer Assurance Framework (CAF) assessment across all HS2 Main Works Civils Contractors (MWCC’s) interfaces.

The project is being delivered by the Eiffage Kier Ferrovial BAM (EKFB) JV, with the score a shining example of stakeholder collaboration. It demonstrates our commitment to driving customer excellence and leaving a lasting legacy.

The A43 scheme is a new bridge structure being constructed by Kier Transportation in Northamptonshire to allow the new HS2 line to pass under the A43 dual carriageway. This involves creating a new temporary diversionary route for the A43 to enable the new structure to be constructed in an “island site” in the middle of the current high-volume A43 carriageway.

The A43 is currently working through Stage Gates 5 to 7 – which sees the final development stages through to the construction and close-out of the project under the Project Controls Framework.

What is CAF scoring?

National Highways manages the CAF process to evaluate the customer experience across ‘major project interfaces’. These include infrastructures built on the national network and projects adjacent to, over, or under the road network.

CAF audits focus on 6 core customer themes:

  1. Improving journey times
  2. A better end-to-end experience
  3. Providing better information
  4. A well maintained and safe network
  5. Developing better relationships
  6. Empowering our people

So how did the team get there?

  • Consistent communication with parish councils and providing updates on closures and diversions. The team has also set out plans to monitor incidents and identify patterns/hotspots
  • Carrying out multiple full closures over April, May and June with appropriate measures on-time with an overall rating of 100% compliance. There has also been a huge amount of social value activity conducted as part of the work package
  • A multi-channel approach – regularly updating websites, mailing large stakeholders and logistical companies, and going above and beyond with proactive signage
  • Adding a speed van to the scheme to help maintain compliance at 60 mph
  • Creating a cycle diversion, which we continue to monitor, to improve safety and support active travel

The report also attributes these measures to the public meeting 96% compliance with speed limits.

Tim Coffey, divisional director at National Highways, comments: “The A43 is a busy commuter route and this work was delivered promptly and on-time with a clear focus on minimising disruption for motorists during the activity.

“The Customer Assurance Framework is a really important tool in helping to manage complex and wide-reaching stakeholder activity and we’d like to thank those involved in delivering the work for their diligence and collaboration.”


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