BEST PRACTICE IN CONTACT INFORMATION


The Problem

Within large organisations, such as Authorities and Utility companies, it has always been difficult to establish who is responsible for what and how to contact them. With regard to NRSWA such problems are especially difficult as there are legal responsibilities and liabilities to all those involved. The manner in which society now demands an almost 24/7 response to matters means that it is essential for all those involved in NRSWA matters to be able to contact colleagues in other organistions who have responsibilities for the matters that need to be dealt with. The issue is further complicated by the continual reorganisations and rationalisations that we are all subject to.

At present the provision of up to date contact information is varied and this has been of major concern to all members for a considerable time.

The Best Practice Sub Group has identified three areas on this matter that need to be dealt with to ensure that there is a consistent and accurate provision by all members of such information.

1. A standard format for the contacts required by both Authorities and Utilities,

2. The provision of electronic access to this information

3. The commitment to keeping the information updated

Standard Format for Contact Information

The contacts required by Authorities about Utilities and Utilities on Authorities are different.

Authorities require the following contact information: -

EMHAUC Representative

Co-ordination Representatives/Contact

Emergency out of hours

Inspection Units

Inspection results - Sample - Defects - Investigatory Defect inspections - High Risk (Dangerous) - Low Risk (Non-dangerous) Invoices - Section 74 - Sample - Defects - Investigatory Performance summary Materials Testing Results Plant enquiries Section 54 Section 55 Section 56 Section 58 Section 66 Section 74 Section 81 Section 83 Section 84 Section 85 Utility Notices ETON matters Diversionary works Liability complaints/Insurance claims Customer complaints Utilities require the following contact information: - EMHAUC Representative Co-ordination Representatives/Contact Section 54 Section 55 Section 56 Section 58 Section 66 Section 74 Section 81 Section 83 Section 84 Section 85 Emergency out of hours Bridges/structures Traffic management Traffic signal switch offs Permanent traffic signal matters Temporary traffic regulations Temporary traffic signals Plant enquiries Section 74 ETON matters

This information should clearly identify who is responsible, details of how to contact them and any geographical variations in contact details.

Electronic Provision of Information.

The above information needs to be readily accessible to all those who may require it. With the technology available today this really means that it should be done electronically and the obvious 'portal' for access is via the EMHAUC website. The information can either be held within the website of linked to another source via the website. If needed the information could be pass word protected if it was felt necessary although it is unlikely that the content of the website would attract members of the public to explore it and therefore establish 'unconventional public access points' to Authorities or Utilities.

Updating of information.

As discussed earlier it is essential that contact information is relevant and up to date. All members would therefore have to give a commitment to ensuring that information was relevant and make any necessary arrangements to update it. With the continual reorganisations and in some cases rapid turnover in staff it would be prudent to establish a suitable regime within each organistions to address this.

Conclusion and Recommendation

The Sub Group recommends that EMHAUC adopts this document and that members now make any arrangements as necessary to enable their organistions to be fully operational with the contents of this document by 1 April 2004.

Clive Wood on behalf of the Best Practice Sub Group

13 July 2003