Table of Contents

6.1 Recognising Customer Needs

Road agencies provide services to a wide range of customers, many of whose needs and expectations differ or are in conflict. These groups typically include private motorists, tourists, commercial users, heavy vehicle drivers, cyclists, pedestrians, and utilities with their own infrastructure in the road corridor, etc.

Asset management processes must provide the means to enable an organisation to better understand the needs of these different groups so that informed trade-offs can be made when not all needs can be met.