In the last couple of years, we at the Swedish National Road Administration (SNRA) have been discussing ways in which to publicise our activities in a more assertive way than we have done in the past. These discussions have been one element in the development of a client-oriented approach that was initiated by a new process orientation within the organisation. These discussions resulted in a decision by the SNRA's top management to draw up a "service commitment", or what might be called a service declaration, to every household in the country. The aim of the project was to create forms in which to improve the services provided by the SNRA based on a road user perspective. This means that we want to further develop the work on bringing about an animated and continuous dialogue between the SNRA and road users within the country. This dialogue will be the basis for presenting SNRA operations and undertakings with respect to the maintenance of the state road network. It is essential not to set commitments that entail a higher level of quality than what can realistically be achieved. The level shall reflect what can be accomplished within the framework of ordinary activities using the resources available. A service commitment is an obligation to individuals or the business community to deliver products and services that maintain a defined quality. Furthermore, service commitments shall target aspects that road users consider worthwhile. Service commitments are to be established for the most important external and internal products and services. The aim is to help strengthen democratic values. This is accomplished through road users receiving clearer information about what the SNRA has to offer and a better chance to voice their ideas on what is provided. Conducting a constructive dialogue with private individuals, the business community and other stakeholder enables a clearer and faster adaptation to the needs and demands of the world around us. It also creates better conditions for improving the efficiency within the organisation in that service commitments can be viewed in relation to the cost and compared from year to year. For the covering abstract see ITRD E135448.
Abstract