Table of Contents

3.2.1 Increased customer focus

For a roads agency, customer needs and expectations, such as what level of service they require, need to be understood in the context of both community and stakeholder requirements and aligned with the agency’s objectives. The asset management process is a comprehensive and structured approach to the long-term provision and maintenance of infrastructure. It uses sound engineering, economic, business and environmental principles to facilitate the effective delivery of community benefits.

This can be taken further, with a more customer-centric view which places the customer at the beginning of this statement. In other words, asset management exists because of the needs and expectations of customers, communities and stakeholders. Contemporary asset management begins with questions such as ‘what are the services being provided and to whom?’ and ‘what do we need from our assets in order to deliver those services?’