Kundorientering av myndigheter: hur kunskap om medborgarna och näringslivet skapas i Vägverket

Hans Antonson

New demands for dialogue with users are being made in transport planning. Transport planners no longer just build roads. Nowadays they also must listen to the users, and the wishes of the users have an impact on the design and maintenance of the road transport system. But how can we know what the users really want? The aim of this report is to analyze the methods which transport planners use to create knowledge about the users and their needs. This is done by means of a case study of how transport planners at the Swedish Road Administration concretely handle these questions. The results of interviews show that planners experience problems when using the institutionalized so-called "customer capture methods" that the head office has created. Some examples of these institutionalized methods are for instance market surveys, national measurements of the satisfaction of the users with the work of the Swedish Transport Administration - so-called Customer Satisfaction Index (CSI). The planners for example feel that they cannot use these methods for solving problems of representativeness. The interviews with the planners at the Swedish Transport Administration show how they wrestle with the question of who are representative of the users and what they want. The results show that the planners' practices analytically can be understood as something that produces knowledge, representativity and the identities and needs of the users. The planners to a great extent base their analyses on personal experiences. The planners do realize the interpretive aspects of the planning, but at the same time the descriptive, interpretative and valuating aspects of the knowledge production tend to be hidden in central policy documents and systems of operational planning.



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