Service Standards

This section details our commitment to serving our customers and creating a world-class transport system in the West of Scotland.

Delivering services

Introduction
Strathclyde Partnership for Transport is committed to delivering the Vision outlined in the Regional Transport Strategy, to create a world-class transport system in the West of Scotland.

In order to deliver this Vision, we will ensure our staff have the appropriate skills and abilities to provide our customers with an excellent level of service at all times.

We will continue to invest in the transport infrastructure to ensure the travelling public have the access they require from the transport system at a cost which is affordable.

This Services Standards section outlines our commitment to providing excellent levels of service, and to continually reviewing our services so that they reflect our customers' needs. You can help us realise our Vision by letting us know when we get things right, when things could be done better and when we get things wrong.

Ron Culley
Chief Executive
Strathclyde Partnership for Transport
Our service standards
If you telephone us, we will:
- Answer all calls promptly (usually within five rings);
- Greet you politely and clearly - our staff will tell you their name and the name of their team;
- If the staff member is not available, you will either be transferred to their voicemail or to another colleague;
- On return to the office, the staff member will return your call within one working day or at a later point if that is agreed with you.
If you write to us by letter, e-mail or fax, we will:
- Reply to you within five working days of receipt. If we need more time to respond fully we will give you a timescale in our initial response letter;
- Use plain English and avoid the use of jargon.
If you ask for information, we will:

Send you the appropriate information within 20 working days of your written request. In most cases this information will be free but we will tell you about any charges before the information is sent to you.

If we are unable to supply the information we will explain why that is the case:
- Further information about your rights under Freedom of Information (FOI) is available from the Office of Public Sector Information or from The Office of the Scottish Information Commissioner, Kilburn Castle, Doubledykes Road, St Andrews, Fife KY16 9DS
If you visit our offices for an appointment, we will:
- Ask you to sign in and issue you with a visitors badge;
- Immediately contact the person you are here to meet;
- See you at the arranged time;
- If you don't have an appointment, we will arrange a suitable time for you to return.
If we visit you, we will:
- Arrive on time for the meeting or appointment. If for any reason we are delayed, we will make every effort to contact you to explain this;
- Arrive prepared and with appropriate information.
Our Vision and Values
Our Vision

A world-class sustainable transport system that acts as a catalyst for an improved quality of life for all.

Our Values

Customer Focus
Delivering consistently what the customer wants.

Integrity
Doing the right thing, and treating others how we would expect to be treated.

Inspiring
Improving what we do by nurturing and using our full potential to use creativity to be the best.

Professionalism
Setting standards for everything we do and striving to achieve them at all times.

Working with others
Actively seeking out opportunities to work with others to deliver a shared goal.
Our Mission
To champion and deliver the development and provision of high quality sustainable transport choices for the West of Scotland in order to assist the growth of the Scottish economy and to enable all people who are living, working or visiting the West of Scotland to share in the benefits of this growth.
Our Shared Goals
Develop the economy
Through improving the connectivity for business and freight, making transport more effective and efficient, providing access to employment, education, shopping and leisure, and improving transport integration.

Promote social inclusion and equality
By providing a transport system that is safe, accessible and affordable to all sections of the community.

Improve health and protect the environment
By minimising emissions and consumption of resources and energy, by promoting active travel, quality public transport and modal shift.
Our Internal Goal
Be recognised as an excellent organisation
By continually reviewing and improving performance, by ensuring efficient and effective use of resources and by developing a highly skilled workforce.
Our Strategic Priorities
1. Safety and Security
To improve security and personal safety on the transport system.

2. Modal Shift
To increase the proportion of trips undertaken by walking, cycling and public transport.

3. Excellent Transport System
To enhance the attractiveness, reliability and integration of the transport network.

4. Effectiveness and Efficiency
To ensure the provision of an effective and efficient transport infrastructure and services to improve connectivity for people and freight.

5. Access for All
To promote and facilitate access that recognises the transport requirements for all.

6. Environment and Health
To improve health and protect the environment by minimising emissions and consumption of resources and energy by the transport system.

7. Economy, Transport and Land-use Planning
To support land-use planning strategies, regeneration and development by integrating transport provision.

8. Corporate Management
To provide effective and efficient management of the Partnership's people and resources.

9. Pursuit of Excellence
To provide a high level of service based on the needs and expectations of customers.
Contact Us
Click here for details of how to contact SPT.
Download our services standards leaflet
Click here to view or download our service standards leaflet. (pdf, 1.6MB)