This paper presents the results of an investigation of residents' perceptions of highway maintenance and other transport services provided by Kent County Council. Following a market research study which showed a high level of public dissatisfaction with road maintenance, Kent County Council Highways and Transportation Department commissioned a study to further understand public attitudes and the nature of the resident's dissatisfaction. The consultants, Environmental Resources Ltd., investigated this issue through discussion sessions with groups in the community and a survey of 1,050 residents across Kent. The key conclusions were as follows:- (a) Residents consider road repairs the most important aspect of highway work and agree with the high priority the Council currently places on road repairs; (b)Residents disagree with the relatively low priority currently given in the budget allocation to footway repairs and low- cost measures to reduce accidents; they feel more money should be spent on both these activities at the expense of spending in other areas such as urban road construction; (c) Dissatisfaction with roadworks in Kent is due more to a perceived lack of co- ordination in the organisation of repairs and lack of information about roadworks than dissatisfaction with the quality of the repairs themselves. Recommendations were made to the Council on actions which could be considered if the Council wishes to come closer to the views of residents. These are currently under consideration and a number of measures have already been taken by the Highways and Transportation Department, particularly on the continued priority for road maintenance and on improving communications with the public.
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