Road Safety Group Standards

This contains information about the Road Safety Group -

• What we do;
• What you can expect from us;
  • What our general standards of service are;
  • What our specific standards of service are for each of our customer groups;
  • How you can comment on our services and be heard
• What we can expect from you
• How to contact us

 

THE ROAD SAFETY GROUP

Aims

In line with the aims of Lancashire County Council, we work towards making Lancashire “a good place to live, work and visit, now and in the future. A place where everybody matters. A place where people travel easily and safely”.

Together with you, our partners and our stakeholders we aim to deliver educational resources and interventions, training schemes and road safety messages through publicity, with the outcome of contributing to the reduction of crashes and casualties in line with the Government’s 2010 targets.

Group Functions

The Road Safety Group centres around four principal functions:

• Road User Education
• Road User Training
• Road User Marketing and Publicity
• School Crossing Patrol Service

 

Group Purpose

To contribute to casualty reduction through our service delivery targeted towards:

• Educational establishments and other organisations empowered to deliver road user education
• Better trained pedestrians, cyclists, motorcyclists, horse riders and drivers
• Individuals, community groups, agencies and employers, all of which will be empowered to address safer road usage
• Publicity and marketing, educating and informing the public of Lancashire
• A high quality School Crossing Patrol service

 

Objectives

We work to achieve the following objectives within each of the projects. The Group operates a business plan within which objectives are stated for each of the projects managed within the Group. Some objectives are shared across the projects. These are to:

• To monitor crash data to identify high risk vulnerable road user groups
• To encourage, facilitate and empower educational establishments to deliver road user education
• To encourage, facilitate and empower individuals, key community groups and employers to address safer road usage
• To promote and support the national road safety Think! campaign
• To provide and promote quality training for pedestrians, cyclists, motorcyclists, horse riders and drivers
• To provide a Client Function to maintain a high quality School Crossing Patrol Service and to oversee the service provider ensuring standards are maintained
• To work in partnership in both statutory and selected non statutory forums to promote good practice

 

OUR STANDARDS OF SERVICE

General

We make every effort to:

• Be courteous, professional, fair and helpful;
• Answer telephone calls within 5 rings;
• Return phone messages within 1 working day
• Despatch a response to a letter within 7 working days;
• Despatch a response to an email within 7 working days;
• Have a member of Road Safety staff available during office hours to provide general information
• Monitor, review and publish our service standards and performance

 

SPECIFIC STANDARDS AND PERFORMANCE INDICATORS

Road User Education

We will aim to offer relevant and up-to-date road safety resources to all educational establishments and other organisations within Lancashire each year and advise on how best to use them in conjunction with ongoing projects.

Road User Training

We will aim to offer high standard and relevant training courses to all classes of road users, in line with recognised good practice guidelines, within a reasonable period of time and, in the case of non-statutory training, at a reasonable cost to the individual.

Road User Publicity

We aim to promote road safety messages through various media including mailshots, press releases, internet, posters, leaflets, magazines and various publicity events to inform and encourage improved road safety behaviour and attitudes within Lancashire.

School Crossing Patrols

We will aim to provide a high standard School Crossing Patrol Service which meets the needs of our criteria, for all primary schools in Lancashire.

Best Value

We review our standards continuously as part of the Best Value process. Each year we assess our performance against the National Best Value Performance Indicator (BVPI99).

WE VALUE YOUR COMMENTS

We aim to give a fair, professional and helpful service at all times.

We invite you to tell us:

• When we do well
• When we fail to achieve our service standards
• Your suggestions on how we can improve our services

Customer Satisfaction Surveys are carried out as a continuous process. You may well receive a questionnaire seeking information on the quality of the service you have received from us. It is a great help to us if you complete and return them so that we can work towards improving our service to you!

If you are dissatisfied with the service you have received from the Road Safety Group, you can obtain a separate Do you have a Complaint? leaflet, which has an explanation about the procedures and a form to complete. If you would like to make a formal complaint about Lancashire County Council to the Local Government Ombudsman please ask for the Complaint about the Council leaflet. Please ring the Environment Directorate on 01772 534454 for either of these leaflets, or complete our feedback form.

WHAT WE EXPECT OF OUR CUSTOMERS

We ask all of our customers to be courteous, patient and honest.

HOW TO CONTACT US

You can write to:
Lancashire County Council
Environment Directorate
Road Safety Group
Guild House
Cross Street
Preston
PR1 8RD

Telephone: 01772 533138
Fax: 01772 531469
Email: roadsafety@env.lancscc.gov.uk

 

 

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