Customer


Our customer-driven philosophy sets us apart from others.  A-one+ ensures Highways England and all stakeholders trust our highway engineering expertise at every level. To make this happen, we provide an award-winning, industry leading service to customers that is constantly refined.

Industry Recognition

Here at A-one+, there is a proven culture of forward-thinking customer service. And what differentiates us is a willingness to constantly prove our excellence. We attained a sector first by becoming a member of the Institute of Customer Service and another crucial element of the A-one+ customer focused ethos is our on-going engagement with industry regulator Transport Focus, which shares invaluable feedback to help us get even better.

A-one+ is highly regarded by a number of other major industry bodies for the continued evolution of its customer-driven highway engineering services. Highlights thus far include; Considerate Instructors award for Most Considerate Company while the Institute of Customer Service made us a finalist at the UK Customer Satisfaction Awards.

How we serve

Quality communication is crucial for every project. A risk-assessed scheme communication plan is a priority in planning stage enabling A-one+ and Highways England to provide frequent updates to affected stakeholders, fostering engagement ad building relations.

A-one+ also assists with customer enquiries; our dedicated customer communications teams are ready to respond to road users queries via Highways England. We investigate media enquiries as well as pro-actively issuing good news and notices in conjunction with Highway England and finally, A-one+ can also respond to any high-level enquiries made by government organisations or local authorities.

Stakeholders are  hugely important which is why A-one+ maintains comprehensive stakeholder management plans in order to understand needs and requirements. This is necessary to ensure we balance the inevitable localised challenges that arise with complex projects. Previous examples  include access to East Midlands Airport, farms and estates where hundreds of people need to get on site. We have also developed a collaborative maintenance partnership with local authorities in Area 12 working together to pro-actively manage events such as Tour De Yorkshire.

The Customer Hub

A-one+ understands that working with a customer focus leads to better results at every stage of a highway maintenance project. For this reason, we created the Customer Hub in June 2014 to integrate all customer-facing services and attain consistently excellent standards.

As a result, all A-one+ staff and principal suppliers have been trained in enhancing customer experience and managing conflict. Highways England has also committed key customer-facing staff to form part of the hub to guarantee a collaborative approach and alignment of vision and goals. Moving forward, Transport Focus will add its perspective for an even stronger service.

For each area contract, A-one+ forms a Customer Priority Plan of activities that are scheduled based on a stakeholder’s most pressing needs. Forthcoming Customer Hub meetings will then review the status of each activity to ensure progress is being made towards agreed standards of completion.