NZ Transport Agency is improving how it responds to customer queries
Leading up to the 2018-21 National Land Transport Programme (NLTP) process, one of the key opportunities that Transport Agency has is improving the visibility and consistency of information it provides to people when they ask for advice and guidance.
So the Transport Agency has developed a business support model that, over time, will enable a centralised database of queries and responses. By capturing the queries received by the Transport Agency, it can continuously improve its services with its customers in mind.
It’s a simple process where customers and staff alike can submit questions or queries online in relation to the National Land Transport Programme, Transport Information Online (TIO), the Business Case Approach, the Investment Assessment Framework and Investment Decision-Making, the One Network Road Classification framework, continuous programmes, the Planning and Investment Knowledge Base, the Long Term Strategic View, RLTP development and procurement strategies. These queries are then directed to the appropriate person for a response.
This support model is part of the Transport Agency’s continuous improvement process and will continue past of the launch of the 2018-21 NLTP. You can find the link to the online form at www.nzta.govt.nz/planning-and-investment
Learning and development opportunities on NLTP
Over the last few months, the Transport Agency has worked to simplify and clarify its NLTP guidance, and it has developed several self-paced learning modules – all of these resources are accessible via Learning Zone.
It’s currently exploring how to tap into existing learning and development opportunities to further support people to build on their existing skills and knowledge.
The September dialogue will be available soon on www.nzta.govt.nz/2018-21-NLTP – it includes information on key dates, an update on the Long Term Strategic View and the draft Investment Assessment Framework, information on training and guidance, and where to find the Transport Agency’s State Highway Investment Proposal which is currently with regional transport committees for consultation.