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Ferrovial

Ferrovial - Integrated annual report 2013 / Management indicators

Corporate scorecard

In 2013, specific indicators for each business area related to Climate Change have been included in the corporate scorecard. Tracking these indicators facilitates monitoring the performance of projects undertaken as well as decision making.

Area

AreaMain aspects and processes measured by the indicators
Ferrovial Calculation of the Carbon Footprint (Scope 1, 2 and 3)
Monitoring of the reduction targets
Energy efficiency in buildings
Energy and electricity consumption
Construction Calculation of the Carbon Footprint (Scope 1, 2 and 3)
Energy and electricity consumption
Consumption by type of machinery
Effectiveness of worksite quality plans
Incidents reported at building sites
Close of complaints received by the end of the year
Toll Roads Calculation of the Carbon Footprint (Scope 1, 2 and 3)
Energy and electricity consumption  
Toll road accident rate 
Saturation of concessionaire toll lines
User satisfaction (through surveys)
Maintenance, cleaning and upkeep Calculation of the Carbon Footprint (Scope 1, 2 and 3)
Energy and electricity consumption
Undefined contract conditions 
Service incidents and complaints index
Customer satisfaction (through surveys)
Road infrastructure accident and incident response time
Road infrastructure repair response time
Water treatment, urban solid waste and biosolid thermal sludge drying Calculation of the Carbon Footprint (Scope 1, 2 and 3)
Energy and electricity consumption 
Greenhouse gas emissions by treated water 
Electricity and energy generated 
Flows treated without incident 
Discharge incidents
Response time for carrying out corrective work orders
Customer satisfaction (through surveys)
Urban services Calculation of the Carbon Footprint (Scope 1, 2 and 3)
Energy and electricity consumption  
Electricity and energy generated  
Customer and user satisfaction (through surveys) 
Amey Calculation of the Carbon Footprint (Scope 1, 2 and 3)
Energy and electricity consumption
Electricity and energy generated
Customer satisfaction

Targets for improvement based on specific actions are established though monitoring the indicators.

Related complaints

All the businesses have internal procedures in place which establish the methodology for detecting, identifying, recording and monitoring complaints made by customers about products or services. When a complaint is received through the complaint forms or by post, e-mail, verbally, etc., a file is opened explaining the complainant’s data, the reason for the complaint, and the actions needed for its resolution. Subsequently they are analyzed and improvement actions are established.

The Quality & Environment Department of Ferrovial handles any complaint that has not been satisfactorily resolved by the business areas, and which the client has channeled through Ferrovial requesting a solution.

In 2013, 4 complaints were received relating to incidents arising in homes (Buildings). These four complaints are closed and were resolved within two weeks on average. Over the years the number of complaints has fallen as the complaints are now resolved within the businesses and because there is no real-estate development business, which was the main area of complaints.

In 2013, the Ferrovial companies overall received a total of 1,618 complaints from clients and users. Of this total, 69.4% were closed within the year in progress.

In total, 81.9% fewer complaints were received than the previous year mainly due to less complaints being made regarding toll roads.

In the construction division, 88% relate to residential construction, 6% to non-residential construction and 6% to civil engineering.

Customer satisfaction

As established in Ferrovial’s Quality and Environment Policy: “one of the objectives of the Company is to meet user and client expectations. Our customers and users are at the heart of everything we do. We strive to offer them the best experience as users of our infrastructures and services.”

 

 All business areas conduct regular surveys of client and user expectations and satisfaction. The analysis of the results obtained enables us to identify the strengths and weaknesses in the Company’s performance in order to establish improvement actions.

Customer satisfaction is very high across the different activities carried out by Ferrovial, with an average score of 4.1 points on a 1 to 5 scale at corporate level. The satisfaction level is similar to the two previous years.

The Ferrovial Quality & Environment Department has an e-mail address where complaints, suggestions and comments can be sent (dca@ferrovial.es).

Waste management

Taken from the Quality and Environment Policy, the overall objective of “Continuously improving the level of customer satisfaction” has been maintained for years. The following goals have been established to achieve this objective:

  • Investing in improving equipment and facilities that affect the quality of service.
  • Improving the level of information and advice on the services provided and the technologies used.
  • Improving the result of customer satisfaction measurements.

And to achieve these goals specific actions are established each year, both those which are global in scope as well as for a particular work center activity.

Since 2004, the Customer Satisfaction Measurement Campaign has been conducted in order to find out the level of customer satisfaction with the services provided and meet one of the requirements established in the ISO 9001:2008 standard.

The last campaign was conducted in the last quarter of 2012. During the last four months of 2013, the necessary steps have been undertaken to carry out this campaign at Ferrovial Servicios Spain level (determining the campaign methodology, establishing the scope and target group of customers, request for proposals and acceptance of the most appropriate one, etc). The campaign will start in 2014.

 

Amey

Amey conducts satisfaction surveys among its customers to find out their perception of the service offered with the idea of developing specific action plans to improve service and customer satisfaction.

Twice a year the directors and managers of Amey are asked to identify the most representative customers. Surveys are specific for each of the four divisions: “Built Environment, Consulting, Rail & Strategic Highways, Goverment and Utilities & Defence”. The aspects that are rated in each division are collaboration, innovation, creativity, capacity to resolve problems and the service in general. Customers can choose whether or not to answer anonymously. The surveys received are analyzed and sent to the directors involved to inform them of the quality of service they are offering.

The rating scale is 1-10. If a customer responds below 7, he or she is contacted to ask how to improve the score.

In this campaign, the response rate in 2013 was 50%. This represents a considerable improvement in response rate compared to 2012 (up 22%). The reason is because the method of conducting the survey has changed from e-mail/online to phone. This format for conducting the surveys is faster and more suited to Amey customers.

In this campaign the average score was 7.7 out of 10, considered “very good”. 13.3% of respondents awarded the highest score to the service provided by the company. The conclusion of this result is that the company is able to provide excellent service and that efforts should be aimed at replicating these best practices to all contracts.

The top-rated areas are safety, sustainability and responsiveness to customer needs and areas for improvement are communicating with customers, supplier management and demonstrating continuous improvement every year.

To improve the average score, in 2014 an online “Amey Ideas” platform is planned to be launched that will allow suggestions for improvement to be collected from our staff, clients and suppliers. This is going to make it possible to accelerate change and transfer best practices across divisions and contracts.

Cintra

Surveys have been carried out to gauge the satisfaction levels of users of the Irish toll roads M4 and M3 with respect to the general condition of the toll road and the service provided. The surveys consist of five short questions on the frequency of use, reason for travel, method of payment, and general opinion on the highway and the services received.

 

In the case of the M4, 49% of users think the service is very good and 46% think it is good.

 

In the case of the M3, 90% of users think the service is very good and 10% think it is good. There were notable results in Spanish toll roads surveys with respect to the Radial 4 toll road, where 44% of people think that the quality of the toll road is good and Ausol, where the satisfaction level reaches 75%.

Construction

Ferrovial Agroman sends satisfaction surveys to its customers on an annual basis. The rate of replies received in 2013 was 32%. The questionnaires consist of two parts: one with specific assessment questions about important and precise aspects relating to the client-company relationship; and another including questions with no specific assessment, open to client opinions and comments. The questionnaire analyzes the client’s perceived opinion of four aspects: commercial activity, bids, execution and after-sale.

The score of these aspects are the following (on a scale of 1-5):

  • Commercial activity: 4.6
  • Bid: 4.1
  • Execution: 4.3
  • After-sale: 4.2

Edytesa, Ditecpesa and Tecpresa have also carried out surveys with results of 8.57, 8.9 and 7.89 out of 10, respectively.

Other

Cadagua conducts surveys every three years. The next campaign year will be held during 2014.

Ferrovial Servicios is conducting the campaign in 2014 to find out customer satisfaction for 2013. The results will be communicated next year.