Category 1 defects
Category 1 defects are the most serious faults which could affect the safety of road users. Examples of Category 1 defects include potholes, flooding, damage to safety fences, parapets (bridge safety barriers), footpaths, cycleways and signs.
To ensure that Category 1 defects are identified and repaired promptly, the OCs carry out safety inspections of the whole network every seven days.
In addition, Category 1 defects are reported to the OCs from many other sources including members of the public.
Category 1 defects must be made made safe within 24 hours of their identification by the OCs and permanently repaired within 28 days.
2.3 Road defects
2.3.1 Repair of serious defects
The OCs’ performance in repairing Category 1 defects within 28 days is measured as a KPI. The 3G contract requires the OCs to produce this KPI from the RMMS data. However, due to problems with the RMMS supplied to the OCs they have been required to derive the KPI data from other sources.
The steps being taken to resolve the technical issues with RMMS are discussed in more detail in section 5.2. Figure 25 summarises OC performance in repairing Category 1 defects.
| Unit | 2007/08 |
2006/07 |
| NE | 96% |
n/a |
| SE | 85% |
n/a |
| NW | 65% |
58% |
| SW | 85% |
88% |
NE – BEAR
BEAR was the best performing OC, with consistently good performance.
SE – BEAR
In the first year of its contract, the performance of BEAR was varied, but has improved significantly during the second half of the year. There is still room for improvement.
NW – Scotland TranServ
Although Scotland TranServ’s overall performance has improved from the previous year, it remains unacceptable.
A NNC was issued as a result of this poor performance. In addition, the OC is to implement an action plan to improve its performance in repairing defects. PAG and Transport Scotland will monitor performance very closely in the coming year.
SW – Amey
Amey’s performance has deteriorated slightly from last year and there remains room for improvement.
2.3.2 Reporting defects
There is a national freephone number (0800 028 1414) to allow members of the public to report defects they identify on the trunk road network. This service operates 24 hours a day, 365 days a year. Up to 30 November 2007, this service was operated by Glasgow City Council’s Access Centre. From 1 December 2007, the freephone service has been operated by Becogent Ltd.
In addition, all OCs provide a customer contact telephone service (CCTS), which provides not only a defect reporting function, but also enables receipt of calls about general road conditions, complaints and third party damage claims.
These CCTSs assist the OCs in responding to enquiries and complaints in accordance with Transport Scotland’s requirements. Each OC must also provide a website with a defect reporting facility.
The total number of calls received in each of the four Units for 2007/08 is shown
in figure 26.
