NHT Products and Services Brochure


Our benchmarking performance related products and services

National Highways

& Transport Network




Table of Contents

NHT Network Products & Services 1

Introduction 1

NHT Public Satisfaction Survey 2

GDPR and data deletion 2

Add-on Services 3

Language Inserts and Translations 3

Performance Indicators 3

Standard Reports 4

NHT On-Line Surveys 6

Reporting 7

NHT CQC & PMF Benchmarking Network 8

CQC – Measuring Improvement & Efficiency 8

Reporting 8

activ.PMF – Internal Performance Management System 11

Reporting 11

NHT Network Products & Services


The National Highways & Transport Network (NHT Network) is the leading benchmarking and service

improvement organisation for members that share a common interest in measuring and comparing their

performance in order to improve.

The Network provides a supported environment where members can:

• Measure their own performance

• Compare with their peers

• Identify areas for improvement

The Network provides the following products:

• NHT Public Satisfaction Survey (NHT Survey)

• NHT On-line Surveys (based on the (NHT Survey)

• NHT CQC & PMF Benchmarking Network (previously the CQC Efficiency Network)

• Activ.PMF (Performance Management System)

There are further details on the Network, how it operates and the products and services it offers available

via the NHT Network website at www.nhtnetwork.org.

The Network shares experiences and good practice through member meetings, facilitated workshops, case

studies and practice notes, all of which are accessible via a member’s secure website at www.nhtnetwork.


The members website is also used to provide an authority’s authorised users with access to a suite of

reports and analysis that support for each NHT product. This reporting is designed to highlight an authority’s

strengths and weaknesses and benchmark their performance with others.


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NHT Public Satisfaction Survey

The National Highways and Transport Public Satisfaction Survey (NHT Survey) collects the public’s views on

different aspects of Highway & Transport in local authority areas.

A 12-page postal survey, it asks the public to provide 176 individual answers across 30 questions covering;

Pavements, Cycle Routes/Lanes, Local Bus Services, Local Taxi (or mini cab) Services, Community Transport,

Demand Responsive Transport, Safety on Roads, Traffic Congestion, Levels of Traffic Pollution, Street

Lighting, the Condition of Roads, the local Rights of Way Network and Climate Change.

Key Benefits:

• A better understanding of how they are performing in the eyes of their public

• A consistent datum for setting service levels and a means of measuring the impact of

service improvements

• Access to the best performers and the opportunity to learn from the good practice of


• Full transparency of data in a secure members area for benchmarking purposes

The NHT Survey enjoys very high levels of participation each year with 109 Authorities taking part last year.

A total of 140 Authorities have taken part since its launch in 2008 and the Survey has been sent to over

4.8 million households, with over 1 million members of the public have made their views known. The NHT

Survey has become an unrivalled resource of public perception on Highways and Transport services in local

authority areas.

An annual postal survey, with an option for recipient to complete the questionnaire online if they prefer, it

is sent to a random sample of residents, selected by Ipsos MORI, in each Authority area.

Survey questionnaires are individually printed for each authority with the council logo and signed by a

council representative. It uses standard questions to allow comparison between participating authorities.

The public’s responses processed by Ipsos MORI, weighted and are then loaded into the NHT Survey database

by measure2improve (m2i) for analysis. The results are published via a member’s website.

GDPR and data deletion

Ipsos MORI remove respondent’s personal data from its systems after a time specified on the questionnaire –

usually the end of November the same year. In line with GDPR, a full Privacy Policy, setting out respondent’s

rights including accessing, amending and deleting data, will be made available at the survey website

(publicised on the front of the questionnaire) or on request.

Ipsos MORI ensures that the project is run and handled in compliance with GDPR, the Data Protection Act

and the Market Research Society (MRS) Code of Conduct and draw on the expertise of the Ipsos MORI data

compliance team who have extensive expertise and practical experience of helping ensure projects are GDPR



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Add-on Services

Sampling and Reporting by District

Samples of addresses are generated for each participating authority from the Postal Address File using a

random probability sampling approach so that each address has a known, and equal, chance of selection.

This means that, normally, areas with large populations, with more addresses, have a greater chance than

smaller ones of being selected.

Selecting to ‘stratify’ the sample of addresses helps an authority ensure that under populated areas are

‘over-represented in their selected sample and this means that views of residents in these areas are more

accurately in reflected the results (additional ‘design’ weights are applied to allow for stratification).

Additional reporting is provided for those authorities that choose to stratify their sample which allows their

results to be split out by geographical area and presented spatially.

Provision of Raw Data in SPSS Format (excel format also available)

A raw data file containing the responses of all residents who completed the questionnaire in the current

survey year is available to an authority on request in SPSS format (excel format also available). This file includes

additional variables such as mode of completion (whether postal or online) and individual weightings.

Access to this data allows an authority to conduct further analysis, for example; disaggregating satisfaction

by particular user groups or geographies (not provided as standard reporting outputs).

Please seek advice if you are not sure whether this would be of benefit and we can put you in touch with

authorities who have previously used this service.

Language Inserts and Translations

Language inserts, single sheets of paper which offer the opportunity to respond to the survey in a language

other than English (10 non-English languages of the authority’s choice), can be purchased on request.

Ipsos MORI will pass any requests to respond in another language to the authority who can either undertake

the interview themselves (provided the resident gives permission for his/her contact details to be passed on)

or pay Ipsos MORI to do so on their behalf.

Note: If you request language inserts and translations and do not select ‘Native Tongue Interviews’ to be

carried out by Ipsos MORI, you will need to provide contact details of the person in your organization that

should receive the interview requests.

Performance Indicators

NHT Survey results are presented using Key Benchmark Indicator (KBI) scores and Benchmark Indicator (BI)

scores. These are derived from the satisfaction questions in the survey for each participating authority by

aggregating the weighted responses made by their public to each question. There are also a range of Key

Quality Indicators (KQIs) and Quality Indicators (QIs) which cover the non-satisfaction related questions in

the survey.

There are currently 156 individual performance indicators, and these form the basis for comparing

performance between the authorities taking part in the survey each year.


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Standard Reports

A range of standard reports are provided that presents an authority with their results this year, compares

their results with previous years and benchmarks their performance with others. An authority can make

benchmark comparisons with all other participants, within their region, within their peer group or within a

comparison group.

The reports are designed to highlight best and worst performance to provide a focus on areas for potential


Available on-line via the members secure website they can be downloaded on request as pdf documents

or excel file.

To access the full reporting suite login to the members website at www.nhtnetwork.co.uk

The standard reports available are as follows:

• Executive Highlights – This high-level report provides an authority with an overview of

their Key Benchmark Indicator results this year and compares them with their performance

last year.

• Annual Report – This report provides a comprehensive analysis of an authority’s results

in the NHT Survey this year. It includes an Executive Summary picking out key findings,

it shows their results by Theme against last year and the NHT Average, it identifies their

highest and lowest scores, their biggest year on year changes and their biggest differences

from the NHT Average. It also shows how their results compare with high, low and

average of their comparison groups (Region, Peer Group or Alliance).

• Theme Report – Available for any of the Survey Themes this report gives an authority a

complete picture of their results, it includes a high-level summary, a comparison of their

scores to the NHT average, high and low, and with their scores last year.

• Indicator Report – Available for any indicator and this detailed report shows how an

authority’s scores compare with all other authorities in the Survey this year, within their

Comparison Groups and with the overall NHT averages, highs and lows in recent years. It

includes details of the best performing and biggest improving authorities for this indictor

overall and in each of their Comparison Groups.

• Response Analysis – This report provides an analysis of the responses to each question in

the Survey this year, showing the number of responses to each possible answer.

• Group Comparisons – An authority can select any comparison group and see how their

results compare with the group high, low and average scores. The report also highlights

the best performer and biggest improver in the group for each indicator and shows the

individual scores of every member in the group.

• Authority Maps – An authority can select an indicator and see the difference in results

between authorities in the Survey this year. The comparison can also be limited by Region,

Peer Group or Alliance.

• Ward Maps – An authority can select an indicator and see the difference in results across

their wards.


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The following data downloads are also available: ​

• ​My authority’s results – An authority can download their results for every year they have

taken part in the survey​in excel format.

• All authorities results – An authority can download the results of all authorities that took

part in the survey this year in excel format.

For authorities to have taken ‘District Sampling and Reporting’ the following reports are available:

• District Report – This report summarises an authority’s results by sampling district

(area) and shows how many of the surveys KBI and BI indicators are above or below the

authority’s score in each area, it also shows variance from the authority’s average score and

a comparison of actual scores by area.

• District Maps – An authority can select an indicator and see the difference in results by

sampling district (area)


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NHT On-Line Surveys

NHT On-Line Surveys provide a simple low cost mechanism to target specific audiences and gather their

views. They are based on questions in the NHT Public Satisfaction Survey and are completed online.

Responses are reported by month and compared with your NHT Survey results.

Key Benefits

• Easily targeted and simple to deploy

• Standard reports constantly updated with latest responses

• Comparative reporting showing trends over time and with NHT Survey results

• Results can be analysed by geographic area and presented on maps to highlight


• Your results remain private and you have full access to your data via an online portal

There is a range of On-Line Surveys to choose from:

Public Representatives Survey: used to gather the views of elected representatives and what they think

about highway and transport services in their local area. There is an option to survey members and parish

councils separately if required.

Business Users Survey: used to gather the views of business users on highway and transport services in

their local area using questions relevant to the business community in the NHT Survey. Target the views of

specific business groups, of individual businesses in specific locations, or just offer businesses the option to

‘have your say’.

Theme Surveys: used to gather the views of specific groups, customer panels or individuals at any time,

to monitor specific interventions or just to offer the option to ‘have your say’. There are six topics to choose

from, each based on relevant questions from the NHT Survey: ‘Accessibility’, ‘Public Transport’, ‘Walking &

Cycling’, ‘Road Safety’, ‘Tackling Congestion’ and ‘Highway Maintenance’.

Bespoke Surveys: available on request, you can specify your own survey including questions of your own

choice (price on application).

Using NHT On-Line Surveys is simple. Select the Surveys you want to use, and we will provide you with a

URL link to an online scorecard for each one. You can then offer access to your chosen surveys by publishing

these links in emails, on your website, on social media etc. It is entirely up to you when and where to publish

the links and how long they are available (links automatically close at the end of February 2022).

A secure web portal is provided for you to access your on-line survey responses and there is a suite of

standard reports to analyse and compare your results. You can run the reports whenever you want, they will

always reflect the latest position. You can also compare your on-line survey results with your NHT Survey



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The following standard reports are available for each On-Line Survey:

• Annual Report – This report provides a comprehensive summary of the results of a

selected On-Line Survey. It includes details of the number of surveys completed and a

summary comparison with NHT Survey scores. It also provides a question-by-question

comparison of scores with NHT Survey results showing the difference between the two,

highlighting the ten biggest positive and negative differences. It also provides details of

any comments that may have been entered.

• Response Analysis - This report provides an analysis of the response to each question in

the chosen survey, showing the number of responses to each possible answer.

• Comments Download – this allows an authority to download the comments received in

an excel format to allow additional analysis to be carried out.

New reports are planned this year which will aggregate scores on a monthly basis to show changes in

response over time. There are also plans to provide spatial presentation of results on a map, provided

appropriate geographic data can be collected from the survey.


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NHT CQC & PMF Benchmarking Network

CQC – Measuring Improvement & Efficiency

CQC uses state of the art statistical techniques to provide better like-for-like cost comparisons between

authorities than has been possible to date using traditional benchmarking techniques.

Key Benefits

• Like for like comparisons of total expenditure on carriageway maintenance

• Efficiency improvements and savings realised quantified over time

• Areas for potential improvement identified and quantified

• Practice sharing at Network events

The initial focus of the Network, which was formed in 2015 and has a current membership of 90 authorities,

has been on Carriageway Maintenance. Comparing members expenditure to quantify their improvements

and efficiency savings.

In 2019 the NHT Steering Group agreed “to transform CQC into a tool that will aid improvement in local

authority highways”. As result the latest CQC analysis has been refined to provide the members with the

value of future saving opportunities; from better procurement of road treatments (procurement efficiency),

from better programming of road treatments (programming efficiency) and from a shift towards optimal

road condition.

This year (membership year 2021/22) the Network aims to refine and improve the ‘Opportunity for

Improvement’ analysis to provide each member with a more robust set of results. The analysis conducted

last year was proof of concept work and it is planned to try to address some of the data issues encountered.

There are also plans to consult with the membership on investigating extending CQC analysis to another

asset type and on developing a CQC predictive tool to aid scenario planning which takes into consideration

the inter relationship between cost, road condition and public satisfaction.

For further information of the CQC work please refer to the 2020/21 CQC Annual Report, available from

the website.


The following CQC reports are available for an individual authority:

• Executive Summary - a high level report showing how much an authority has improved

and how much has been saved since 2013/14

• Annual Report – this is a detailed report showing an authority’s results from the Executive

Summary and describes the methods used in CQC step by step, this is more of a technical

note and is aimed at helping you understand the methodology used and help explain your

authorities results to colleagues and stakeholders.

• Opportunities for Future Improvements – a new report in the 2020/21 membership

year providing insights into the future potential savings that could be made by improving

procurement of road treatments, the programming of road treatments and from

optimizing the condition of roads.


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PMF – Asset Based Performance Framework

PMF is a comprehensive asset-based performance management framework that has been specifically

designed to allow members to benchmark their performance with others.

Key Benefits

• A standard set of measures that provide a basis for benchmarking performance.

• Provides a measurement hierarchy that allow aggregation of performance at any level

• Aligns performance measurement to corporate goals

• Highlights strengths and weaknesses, and good and bad performance

• Provides a means of measuring improvement and a basis for targeting corrective action

PMF was developed in response to the requirements of self-assessment by a group of twelve Authorities led

by Jon Munslow of South Gloucestershire Council. It is based on HMEP Asset Management Guidance and

the Well Managed Highway Infrastructure Code of Practice. It was launched in 2017.

The performance measures in the framework are positioned in a measurement hierarchy to allow aggregation

of performance at any level and an overall assessment of performance at each level.

The hierarchy comprises the following:

• 3 Corporate Goals – Economic Growth; Health, Well Being & Environment; Resident


• 9 Asset Types – Carriageways; Footways; Cycleways; Rights of Way; Drainage; Green

Infrastructure; ITS Infrastructure; Streetlighting; Structures

• 3 Management Levels – Strategic; Tactical; Operational

• 5 Service Themes – Serviceability; Sustainability; Safety; Accessibility; Financial

• 7 Categories – Claims; Condition; Defects; Enquires; Incidents; Inspections; Operations

• Full details of the structure and content of PMF is available from the NHT website

Comparing Performance

PMF uses benchmark scores to compare performance across the framework. Benchmark scores show how

an authority’s actual scores compare with the best, worst and average (median) scores reported by all other

authorities in PMF. Benchmark Scores are calculated using a scale of -5 to +5, where -5 is the worst reported

score, 0 is the average score and +5 is the best reported score.

Converting every score to a benchmark score with a common scale it is possible to aggregate performance

across at any level in the PMF performance hierarchy.


The following PMF reports are available:

• Annual Report - A full overview of an authority’s PMF results. This report also shows

a summary of results by Asset, it identifies Best and Worst Scores, Biggest Year on Year

changes and a breakdown of results by Asset. There is an option to download this report

as pdf document if required.

• Asset Report - Available for any Asset type this report gives a complete picture of an

authority’s results including a high-level overview, a comparison of actual scores to the


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PMF average, high and low, it also compares actual scores and benchmark scores this year

with results last year. There is also an option to download this report as a pdf document if


• Indicator Report - A full overview of an authority’s results for an individual PMF Indicator.

The report shows the authority’s scores compared with all other authorities this year, with

any Comparison Groups in which they are a member and with the PMF Average, High and

Low in recent years. It also provides details of the best performing and biggest improving

authorities for this indicator overall and in each of their Comparison Groups.

• Indicator Selector – An authority can build their own report and choose the types of

Indicators they want to include. They can select indicators from any level of the PMF

Hierarchy; by Corporate Goal, Management Level, Theme etc and in any combination.

The resultant list shows their Actual scores and Benchmark Scores for all their chosen

indicators for this year and last year. There is an option to download this report as an excel

spreadsheet if required.

• Comparison Selector - Review the performance of any comparison group (Region,

Peer Group or Alliance). Selections can be restricted to indicators at any level of the PMF

Hierarchy (Management Level, Asset Type etc). The resultant report will list Benchmark

Scores for the chosen indicators for each Group member. There is an option to download

this report as an excel spreadsheet if required.

• Out of Range Scores - A listing of any measures where the data supplied is outside of the

range set - see notes below for explanation. There is an option to download this report as

an excel spreadsheet if required.

Steve Berry OBE, Head, Highways Maintenance, Innovation, Resilience, Light

Rail and Cableways Branch, Department for Transport of DfT has reviewed PMF

and commented:

Such a Framework is recommended within Well Managed Highway Infrastructure Code

of Practice and associated documents. Having and using a framework is fundamental

to support the implementation of an asset management strategy and can be used to

measure performance and continuous improvement in general. It can also be applied to

help demonstrate that investment is being used in the most efficient and effective way to

help deliver value for money for the taxpayer.

I am pleased that NHT have developed a system to assist authorities and would encourage

authorities to contact NHT for further information as the system they have developed can

be used to help authorities assess their own performance internally and also externally to

benchmark performance with others.”


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activ.PMF – Internal Performance Management System

activ.PMF is a web-based system that provides all the tools necessary to manage an authority’s internal

performance framework. Each client has their own private database.

Capable of supporting any performance measures the authority may be using in NHT’s PMF, which allows

the authority to benchmark their performance with others, the system also supports any measures the

authority may have defined for their use.

Key Benefits:

• Supports monthly measurement comparing performance to the authority’s target

• Benchmarks performance against NHT PMF averages, highs and lows

• Automatically distributes management performance reports to defined recipients

• Comprehensive suite of reporting that highlights exceptional performance, good and bad

• Prompts and drives corrective actions to support performance improvement

Activ.PMF supports the measurement hierarchy within an authority’s performance framework, it allows

performance indicators to be allocated to ‘Service Areas’ (this can be renamed) and aligned to ‘Corporate

Goals’ if required.

It includes simple e-forms which are configured to capture an authority’s performance scores each month

by ‘Service Area’. The system supports the whole data capture process, issuing scoring requests to named

users and sending reminders for late submission as required.

The scores entered each month are compared with the authority’s target range for each indicator. Average

scores for all indicators in a ‘Service Area’ can be compared to Service Area targets. The system keeps track

of the number of indicators that are above target, within target and below target and maintains a rolling

twelve-month average score for each indicator, which are used in reporting.

Performance scores are compiled into a suite of management reports that highlight best and worst

performance on a monthly basis and look at trends in performance over time.

Where there are comparable indicators, for example within NHT PMF, reporting is provided to benchmark

the authority’s scores with the average, highest and lowest scores available.

The system also provides facilities to track and managed improvement actions to remedy adverse performance.

Each improvement action has a description, an objective, key dates, a status and an expected outcome.


The following suite of standard reports is available:

• Executive Summary – This high-level report summarises this month’s performance scores

for each ‘Service Area’ within the Framework, showing the overall performance of each

Service Area and the number of Service Areas above and below target. It also shows

comments describing this months performance entered by Service Area Managers.


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• Annual Performance Report – This report which can be run for any ‘Service Area’ and

shows overall performance in each of the last 12 months and the number of indicators

above target, within target and below target by month. It lists the performance indicators

and shows if their performance is above or below target in each of the last twelve months.

It also includes details of any comments that may have entered over the period.

• Monthly Performance Report - This report which can be run for any ‘Service Area’,

it shows the latest overall performance and the number of indicators above target and

below target. It lists the performances indicators in the Service Area and shows if their

performance is above or below target. It also includes details of any comments that may

have entered against any of the indicators.

• Individual Indicator Report – This report shows the performance of a selected indicator

over the last twelve and compares the monthly scores with the target range set for the


• KPI Performance Analyser – This report can be run for any Service Area/s it shows the

performance of each indicator over the last twelve month and sorts the output from worst

to best.

• Benchmark Report – This report compares the authority’s score with any available

benchmark data; high, low and average. It shows the difference between the authority’s

score and the benchmark average score.


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National Highways

& Transport Network

measure2improve, Swallow Court, Devonshire Gate, Tiverton EX16 7EJ

Telephone: 01884 841884

www.nhtnetwork.org nht@measure2improve.com

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