The work done by the World Road Association’s technical committee B1 – ‘Good Governance of Road Administrations’ – involves conducting research and producing ‘best practice’ for key work programmes including integrity, customer orientation and human resources. The approach of the committee to governance reflects the belief that to deliver public value to the community you need more than a robust systems and a strong culture to prevent, detect and enforce corruption. You also need to ensure that you understand and engage your customers and stakeholders and have the human resources that can support the tasks the organisation needs to achieve. In the area of institutional integrity we will present on the effects and interplay between a cycle of integrity and a cycle of corruption. Through our research and case studies we will propose a useful institutional integrity toolkit to help prevent and fight against corruption. The success of an agency is gauged by the ability to meet customers’ expectation and create public value; it is therefore critical to identify who the customers are and what their expectations are. Using the definition ‘customer orientation’ is one way to help organisations to shift from a producers viewpoint to a citizen or users viewpoint and our presentations will look at how various countries approach and manage customer orientation. ‘Human Resources for the Future’ will use case studies to present actions that were undertaken in various parts of the world to identify and address skills gaps (both at a national level and internal to organisations) but also how to attract, recruit and retain the right or new skills. Building a skills pool can take some time and the committee has looked at how road administrations can partner with education to influence curriculum and potentially grow the number and the quality of people educated in relevant subjects. The technical committee has applied a consistent case study framework, based on the success model of case studies*, to determine good practice that could be applied by any road administration. The committee has also conducted direct research through questionnaires and applied research and will present information gathered from international seminars and case studies. The session will conclude with looking at some of the emerging issues within governance that might feed into the next strategic cycle of the WRA.
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