The customer needs to be at the heart of project delivery, procurement and outcomes. That is the message influencing designs, delivery methods and how those projects and services are procured - and recent events have shown the industry the consequences if we do not get these right.
But doing so in practice is one of the biggest challenges for the transport industry, with mistakes in the process leading to legal disputes, cost overruns and arguments between providers and customers
This event brings together key figures in the field to discuss how the transport sector is responding to its customers’ needs through better delivery and procurement. It will provide the opportunity to see latest practice and insights, and explore the areas that the sector needs to focus on.
This event is targeted at transport practitioners delivering projects and services where there is a critical customer component in the delivery and/or the outcome.
09:30 Tea/Coffee and Registration
10:00 Welcome
Nick Hopcraft - Chair, CIHT Procurement & Delivery Panel
10:10 What makes for good delivery and procurement
Matthew Lugg - President, CIHT
10:30 The customer influence: How Highways England are Responding
Meg Downing - Customer Director, Highways England
10:50 Delivering for Customers
Tony Scutt, Highways Customer Director, Costain
Andrea Green, Customer Experience Director, Costain
11:10 Q&A and discussion
Andrew Hugill - Director of Policy and Technical Affairs, CIHT
11:30 Break
11:45 Procuring successful outcomes: Aspects to consider
Steve Rowsell - Trustee, CIHT
12:05 Table discussion and feedback
Matthew Lugg - President, CIHT
12:50 Summary and Close
Nick Hopcraft - Chair, CIHT Procurement & Delivery Panel
Andrea Green and Tony Scutt of Costain will provide the contractors perspective on what it means to be delivering for the customer. Andrea and Tony both hold central positions when it comes to delivering for the customer in Costain.
Andrea Green and Tony Scutt of Costain will provide the contractors perspective on what it means to be delivering for the customer. Andrea and Tony both hold central positions when it comes to delivering for the customer in Costain.
Matthew will map how the customer plays an essential part of our work and how we need to respond to that challenge.
Matthew will map how the customer plays an essential part of our work and how we need to respond to that challenge.
Drawing on his vast experience as a consultant Steve Rowsell will talk about current best practice in procurement and how clients can secure successful outcomes from the procurement process.
Drawing on his vast experience as a consultant Steve Rowsell will talk about current best practice in procurement and how clients can secure successful outcomes from the procurement process.
As Customer Director at Highways England Meg Downing will take us through how they are putting the customer at the heart of project delivery.
As Customer Director at Highways England Meg Downing will take us through how they are putting the customer at the heart of project delivery.
Please download pdf for information on:
Accessibility into and around venue
Travel
Car Parking & Congestion Zone & T-Charge
Cycle Parking & Cycle Hire
WIFI
Map is below
Got a question?
t: +44 (0)20 7336 1555
e: info@ciht.org.uk