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M25 team wins Institute of Asset Management Award for user experience research
M25 team wins Institute of Asset Management Award for user experience research
Connect Plus in partnership with Connect Plus Services, Atkins and Accent won the Institute of Asset Management's (IAM) Customer Service award for its research project, which assessed user experiences of concrete roads.
The Customer Experience Research was carried out to understand how different approaches to maintenance could improve the customer experience and consisted of monitoring journeys undertaken by members of the public. Information collected included video, sound levels in the car, speed, location, road roughness and heart rate, plus post-journey interviews.
The team used digital technology, advanced analytics, engineering and market research, as well as visualisation tools, to gain insight and develop recommendations for improvement.
This project supports the “Focusing on Customer Service” objective within Highways England’s Asset Management Strategy, in line with its commitment to the Government via the Road Investment Strategy 2.
Quintin Viljoen, Professional Head of Linear Assets at Connect Plus Services, said: “We are delighted to have won this award as it demonstrates our commitment to continually innovating and improving the customer experience on the M25 network. The M25 is one of the busiest motorways in Europe and through undertaking trials of this type, we can identify industry leading solutions, which will deliver benefits for millions of road users for years to come.”
Ian Spellacey, Client Director at Atkins, said: “This award gives recognition of our commitment to transforming asset management to be genuinely customer focused. This is helping to shape the customer experience with Highways England in developing a new ride quality metric as part of their RIS2 commitments.”
Francis Cluett, Head of M25 at Highways England, said: “We know that a high-quality road surface is one of our customers’ highest priorities; this research will help us understand how different road surface maintenance options meet road user’s expectations. I am delighted that this innovative work has been recognised by this award.”
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Notes to Editors
About Connect Plus and Connect Plus Services
- Over 10 years ago, Highways England awarded Connect Plus the contract to operate and manage the M25 and its key arterial link roads.
- Connect Plus is a consortium that includes Edge Orbital Holdings Ltd, Balfour Beatty and Egis Road Operation UK - a unique partnership with a collective strength in highways maintenance and management.
- Connect Plus Services (CPS), is Connect Plus’ specialist and strategic supply chain partner responsible for operations and maintenance, bringing together the collective strength and expertise of its parent companies, Balfour Beatty, Atkins and Egis Road Operation UK.
- With a workforce of around 600 people, based at seven locations around the network, CPS carries out routine maintenance, and whole-life management of thousands of M25 assets. CPS manages the operation of the network 24 hours a day, 365 days a year, including a severe weather season maintenance programme.
- Over the past 10 years, collectively we’ve delivered over £1.4bn worth of road improvements and junction enhancements, and we’re continually exploring new and innovative ways to deliver safer, more reliable journeys for our customers. Together, we’re passionate about delivering the long-term needs of the M25 and improving the driving experience for all our customers.
- For further information please visit https://www.connectplusm25.co.uk/ or follow us at https://twitter.com/cpservices_m25
