Dear Office of Rail and Road,

In 2.18 of your 2018/19 assessment of Highways England you state:

"Because Highways England is not currently meeting its key performance indicator target, we are applying an enhanced monitoring approach. A key part of this is more closely monitoring the company’s performance against its annual customer service action plan. We meet Highways England’s customer service directors each quarter to review progress and challenge".

In reference to the above please let me have copies of:

1. The minutes of the last 6 quarterly meetings
2. Any documents which were the subject of discussion at these meetings.
3. The current and previous years Highways England customer service plans

Yours faithfully,

Peter Silverman

CCT Contact, Office of Rail and Road

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CCT Contact, Office of Rail and Road

2 Attachments

Dear Mr. Silverman,

 

Thank you for your request dated 15^th October for documents pertaining to
ORR’s enhanced performance monitoring of Highways England.

 

We are handling your request under the terms of the Freedom of Information
Act 2000 (the Act). Under the terms of the Act you are entitled to a
response within 20 working days of receipt. We therefore aim to provide a
response no later than 12^th November. If we cannot meet this deadline we
will let you know the reason and also tell you when you can expect a
response.

 

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Yours sincerely,

 

  [2]cid:image006.jpg@01D2E42D.49E632D0 Customer Correspondence Team
One Kemble Street
[1]cid:image002.jpg@01D2E42D.49E632D0
London

WC2B 4AN

0207 282 2000

Web: ORR.gov.uk  Follow us on twitter [3]@railandroad

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From: Peter Silverman <[FOI #611977 email]>
Sent: Tuesday, October 15, 2019 11:52 AM
To: CCT Contact <[ORR request email]>
Subject: Freedom of Information request - Enhanced performance monitoring

 

Dear Office of Rail and Road,

In 2.18 of your 2018/19 assessment of Highways England you state:

"Because Highways England is not currently meeting its key performance
indicator target, we are applying an enhanced monitoring approach. A key
part of this is more closely monitoring the company’s performance against
its annual customer service action plan. We meet Highways England’s
customer service directors each quarter to review progress and challenge".

In reference to the above please let me have copies of:

1. The minutes of the last 6 quarterly meetings
2. Any documents which were the subject of discussion at these meetings.
3. The current and previous years Highways England customer service plans

Yours faithfully,

Peter Silverman

-------------------------------------------------------------------

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[5][FOI #611977 email]

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show quoted sections

CCT Contact, Office of Rail and Road

10 Attachments

Dear Mr. Silverman,

 

Thank you for your request dated 15^th October for information pertaining
to the Office of Rail and Road’s (ORR) enhanced monitoring of Highways
England’s Customer Service Plan, which has been considered under the terms
of the of the Freedom of Information Act 2000 (FoIA 20000).

 

In response to your request, please find attached the documents discussed
at our last four quarterly meetings with Highways England’s customer
service directors, along with a copy of Highways England’s 2018-19 and
2019-20 customer service plans.

 

We instituted the quarterly review meetings as part of our approach to
enhanced monitoring in 2018-19 and we enclose the documents as discussed
at those quarterly review meetings since their inception. For ease of
reference, these relate to meetings which took place in October 2018,
January 2019, May 2019 and August 2019. A further meeting took place in
November 2019 but we have not had the opportunity to consider this as part
of your original request, and will therefore consider and share any
relevant documentation separately. Please note that the front cover of the
January 2019 meeting pack states January “2018” in error. We also enclose
the copies we hold of a presentation provided at a further meeting in June
2018 at which we discussed the company’s customer service plans.

 

We do not produce minutes of these meetings and therefore these are not
provided. However the slides discussed at each meeting are attached, which
form the basis of discussion. For example, in 2018-19 we expected Highways
England to report to us on progress in delivering its customer service
plan, the impact of its actions on the road user satisfaction KPI, its
understanding of performance as measured by the new Strategic Road User
Survey (SRUS), and progress on actions the company is taking in response
to ORR benchmarking work.

 

Please note that in the June 2018 and January 2019 packs we have redacted
material that appears on the charts in slide 5 because we have assessed
that it is appropriate to do so under two exemptions to disclosure, in
particular section 41 (confidentiality, since the material was prepared by
a third party and provided to Highways England on the basis that it is not
in the public domain and is a confidential assessment by that third
party), and we also consider section 43(2) would be engaged (since we
consider that disclosure would be likely to prejudice the commercial
interests of other parties named in the material). We have also redacted
any personal data that appears throughout the documents in accordance with
s.40 (2) (b) of the Freedom of Information Act 2000 (FoIA 2000)

 

Copyright

 

The attached information supplied to you,  continues to be protected by
the Copyright, Designs and Patents Act 1988. You may re-use (not including
logos) free of charge in any format or medium under the terms of the Open
Government Licence. To view this licence, visit
[1]http://www.nationalarchives.gov.uk/doc/o...,
write to the Information Policy Team at The National Archives, Kew, London
TW9 4DU or email [2][email address].

 

We  trust you find this information helpful.  Should you have any further
enquiries regarding your request, please contact the Customer
Correspondence Team.

 

Your rights of appeal under FoIA 2000

 

If you are not satisfied with the way in which your request has been
handled, you have the right to ask for an internal review. Internal review
requests should be submitted within two months of the date of this email,
and should be addressed to the Board Secretariat at:

 

Office of Rail and Road

One Kemble Street

London

WC2B 4AN

 

Email: [3][email address]

 

If you are not content with the outcome of the internal review, you may
apply directly to the Information Commissioner (IC) for a decision.
Generally the IC cannot make a decision unless you have exhausted the
complaints procedure provided by ORR. The IC can be contacted at:

 

The Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Tel: 0303 123 1113

Email: [4][email address]

Website: [5]https://ico.org.uk/

 

Yours sincerely,

 

 

  [7]cid:image006.jpg@01D2E42D.49E632D0 Customer Correspondence Team
One Kemble Street
[6]cid:image002.jpg@01D2E42D.49E632D0
London

WC2B 4AN

0207 282 2000

Web: ORR.gov.uk  Follow us on twitter [8]@railandroad

Our Privacy notice:
[9]http://orr.gov.uk/about-orr/corporate-da...

We’re moving offices in November to 25 Cabot Square London E14 4QZ

 

From: Peter Silverman <[FOI #611977 email]>
Sent: Tuesday, October 15, 2019 11:52 AM
To: CCT Contact <[ORR request email]>
Subject: Freedom of Information request - Enhanced performance monitoring

 

Dear Office of Rail and Road,

In 2.18 of your 2018/19 assessment of Highways England you state:

"Because Highways England is not currently meeting its key performance
indicator target, we are applying an enhanced monitoring approach. A key
part of this is more closely monitoring the company’s performance against
its annual customer service action plan. We meet Highways England’s
customer service directors each quarter to review progress and challenge".

In reference to the above please let me have copies of:

1. The minutes of the last 6 quarterly meetings
2. Any documents which were the subject of discussion at these meetings.
3. The current and previous years Highways England customer service plans

Yours faithfully,

Peter Silverman

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[10][FOI #611977 email]

Is [11][ORR request email] the wrong address for Freedom of Information
requests to Office of Rail and Road? If so, please contact us using this
form:
[12]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[13]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[14]https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections