Citizen-Based Priorities in Transportation: A Study in Customer Focus  

Oleh:

Orndoff, Cynthia J. Wilson

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Public Works Management & Policy vol. 7 no. 4 (Apr. 2003), page 256-266.
Topik: asset management; stakeholder interaction; customers
Fulltext: 256PWM74.pdf (76.3KB)

Isi artikel

Significant efforts in identification and management of transportation assets ranging from the infrastructure to the effect of transportation on society are under way to improve quality service delivery. The challenge for Highway Transportation Asset Management (HTAM) is to identify which areas of transportation the public would like to receive prompt investment and attention. This article studies a recently improved two-lane highway corridor in rural Illinois to determine how well highway transportation asset management (HTAM) are meeting stakeholder needs. Only by knowing what the customers consider an asset and what influences the performance measure of that asset can HTAM actually be customer focused. Customer focus (CF) has historically not been the goal, particularly for highways that already exist. The results of this preparatory study provide recommendations to help transportation agencies develop programs and service delivery to improve the effectiveness in meeting the needs and goals of customers.

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