BEST VALUE REVIEW - WORKSHOPS
The Service is currently undertaking a Best Value Review of Workshops. A key aspect of this is improving service delivery and we want to ensure we provide you with the best service possible.
The purpose of this questionnaire is to gauge your feelings regarding the current service and any improvements you think we could make.
Please complete sections 1 to 4 for each vehicle type held at the workplace. Sections 5, 6, 7 and 8 need only be completed once.
Completing the Questionnaire:
The form has been created so it can be completed electronically. Where the answers required are factual drop down boxes are provided: these have an `x' in the cell opposite the question. Complete your answer by clicking on the `x' to view the options.
The other questions are for your comments and these consist of an empty box with a grey marker. Please select the grey marker and type your comments.
Section 8 requests your opinions on a variety of different aspects relating to Workshops, with check boxes for your completion. To complete the form, click on the box which most represents your opinion. If you change your mind, please click on the box again to remove the cross and then select your chosen option.
Please note, the questions provided in section 8, have also been distributed to officers in charge of each watch for them to complete also.
Please reply openly and honestly so we have an accurate picture of current levels of user satisfaction.
Please take the time to complete the survey and return it by email to [email protected] by Friday 20th August.
Alternatively if you would prefer to complete the questionnaire by hand please send by internal mail to
Performance Review Dept
Fire Service HQ
If you have any questions regarding this questionnaire, please contact the Performance Review Department on 023 8062 6850
Many thanks in advance for your help.
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Section 1 - Planned Maintenance |
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1 |
When your vehicle(s) was/were required for planned maintenance, how were you informed? |
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2 |
How much notice were you given by Staff Office? |
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3 |
Were you informed how long the vehicle would be at Workshops? |
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3a Was this adhered to? |
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3b If this took longer were you advised why? |
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3c If yes, were you satisfied with the reason given? |
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3d If you answered no, please explain why you were not happy: |
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4 |
When the vehicle(s) was/were sent to Workshops for scheduled maintenance, were all previously reported defects cleared? |
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5 |
Did any vehicle return from Workshops with any additional defects? |
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6 |
If you answered yes to 5 above, did these defects prevent the vehicle from going on the run? |
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6a If yes, for how long? |
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7 |
Are you happy with the current system for maintenance provided by Workshops? |
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If no, how do you think this could be improved? |
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Section 2 - Station Safety Servicing |
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8 |
When Safety Services are carried out on your vehicle on the station ground, were you given any notice? |
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8a If no, did this cause any problems to the running of the station? |
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8b If yes, please explain what these problems were: |
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9 |
Do you think the Station should be given notification of the technicians attendance? |
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If yes, how would this have helped? |
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10 |
Was your vehicle taken off the run to complete the safety service? |
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11 |
Did you feel the Service was satisfactory? |
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If no, please explain why below: |
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Section 3 - Defect Repairs |
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12 |
Were defects reported on your vehicle repaired mainly at Workshops or by Mobile Repair Technician (MRT)? |
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13 |
Do you feel that the defects were repaired successfully? |
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14a If no, please give more details of defects? |
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14 |
Did you find the defects recurred once repaired? |
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15a If yes, did your vehicle return to Workshops or did the MRT visit the workplace? |
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Section 4 - Mobile Repair Technician |
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15 |
When did the MRT mostly attend the Workplace? |
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16 |
Were you happy with the repair made by the MRT? |
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If no, how could this have been improved? |
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17 |
Did the MRT attend any breakdown for this vehicle in the last 6 months? |
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18 |
Where was the vehicle at time of breakdown? |
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19 |
How long did the MRT take to arrive? |
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20 |
Was the defect repaired at the scene of the breakdown? |
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20a If no, how long did it take to get a replacement appliance? |
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20b If repair was required at workshops how long did this take? |
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20c Were you advised of timescale? |
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Section 5 - Stowage Modifications |
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21 |
During the last year were modifications carried out on your vehicles? |
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If yes, please provide a short description: |
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22 |
Were you satisfied these were carried out satisfactorily? |
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If no, please give reason(s): |
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23 |
How much notice of the modifications were you given by SOA? |
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24 |
How long were your vehicles held at Workshops? |
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Section 6 - Reserve Vehicles |
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25 |
Does the collection/delivery of vehicles give you problems? |
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If yes, why? |
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26 |
Were there occasions when you were left with no vehicle due to defects or servicing? |
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If so, for how long? |
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If yes, please give details: |
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If yes, how long was it before the vehicle position was filled? |
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27 |
Do you feel the reserve fleet is a suitable replacement for your frontline appliances? |
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28 |
Does the reserve vehicle fulfil the same role as your frontline appliance? |
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If no, why? |
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Section 7 - Overall |
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29 |
Do you feel that Workshops offers you a good service as a transport user? |
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If no, why not? |
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30 |
Have you ever made a suggestion to Workshops? |
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If yes, did you receive a response to this? |
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If the response you received was not satisfactory to you, please state why? |
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Section 8 - Quality of Service |
This section relates to the quality of service received from Workshops. To enter a response, please click on the box that applies and an `X' will be entered. If you do not have an opinion on the subject, please leave blank. 1= Strongly Disagree 2 = Disagree 3 = Agree 4 = Strongly Agree |
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1 |
2 |
3 |
4 |
1 |
Workshops offers a good service to users in respect of vehicle and equipment repairs |
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2 |
Workshops staff are always courteous and polite |
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3 |
The MRT is a valuable asset to users |
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4 |
Most faults are repaired by Workshops before the vehicle is returned to the workplace |
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5 |
When vehicles are in Workshops, the periods are acceptable |
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6 |
Following servicing/maintenance, the vehicle was returned in a satisfactory condition |
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7 |
The persons using the appliance feel that it has been serviced/repaired to the required standard |
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8 |
Vehicles in the reserve fleet are in a satisfactory working condition |
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Finally, have you any ideas how we could improve the service? |
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