GOVERNMENT OF TAMIL NADUHIGHWAYS DEPARTMENT

TAMIL NADU ROAD SECTOR PROJECT(Under World Bank Assistance)

TAMIL NADU ROAD SECTOR PROJECT

Social Research Division

TNS MODE

World Bank

3

Road User Satisfaction Survey

2004 - 2005

State of Tamil Nadu

Findings presentation

4

GOAL

To help improve road transport outcomes by

providing insight in to the issues and concerns raised

by road users, thereby influence future strategic and

operational decisions.

5

OBJECTIVES

Assess public perception of current sector

outcomes,

Highway Department’s performance and Government

polices. Setup a benchmark/baseline by measuring the

values of key indicators for detecting changes in

the future when compared with similar mid term

or endline surveys.

6

STUDY OUTCOME

•Measures of customer satisfaction on road network

outcomes/ attributes

•Measures of customer perception of Highways

Department performance

•Views on future policy priorities

•Measures of customer satisfaction on road network

outcomes/ attributes

•Measures of customer perception of Highways

Department performance

•Views on future policy priorities

7

THE COMPONENTS

Quantitative / Baseline Survey

Qualitative / Descriptive Study

Desk Review

Entire State covering

all the Districts

GEOGRAPHICAL COVERAGE

9

QUANTITATIVE SURVEYTARGET GROUP SAMPLE SIZE

Truckers/ Tanker Driver 400

Private Bus Drivers 400

State Transport Drivers 400

Taxi Drivers 300

Hired car/ Travels Drivers 200

Wagon Drivers 100

Auto rickshaw Drivers 200

Private Car Drivers 200

Commercial Vendors 100

MEN WOMEN

Owner driven cars * 400 200

Two wheelers (Owner driven)* 200 100

Farmers/Agricultural commodity producers*

400 200

Households adjacent to main roads including pedestrians and cyclists*

700 400

Public Transport commuters* 400 400

Tourists* 200 100

Sec* - Socio Economic Class

6000 STRUCTURED INTERVIEWS WERE CONDUCTED ACROSS THE STATE

10

QUALITATIVE STUDY 1

•Chamber of commerce/ Industrial Manufacturers/Traders

•Freight forward / shipping agents

•Insurance Industry Representative

•Emergency Services

•Vehicle manufacturers

•NGOs – Social/ Environmental/ disabled

•Academicians

•Journalist/ media representative

•Transport undertaking and Int. dept

•Traffic Police officers

•Govt. Car/ Jeep drivers

•Revenue Department officials

•Retired Chief Engineers (HD)

•Opinion leaders

•Commercial Development

•Chamber of commerce/ Industrial Manufacturers/Traders

•Freight forward / shipping agents

•Insurance Industry Representative

•Emergency Services

•Vehicle manufacturers

•NGOs – Social/ Environmental/ disabled

•Academicians

•Journalist/ media representative

•Transport undertaking and Int. dept

•Traffic Police officers

•Govt. Car/ Jeep drivers

•Revenue Department officials

•Retired Chief Engineers (HD)

•Opinion leaders

•Commercial Development

IN-DEPTH INTERVIEWS

IN-DEPTH INTERVIEWS

500 IN-DEPTH INTERVIEWS

11

QUALITATIVE STUDY 2

•Truck and Tanker operators/drivers

•Inter urban Bus Service Operator/

Drivers (Private and State Government)

•Auto/Taxi Drivers

•Hired Car Operators/Drivers

•Public bus commuters

•Tourists

•HHs living adjacent to NH/SH/MDR and

Farmers

•Commercial and Industrial

Developments adjacent to the road

•Truck and Tanker operators/drivers

•Inter urban Bus Service Operator/

Drivers (Private and State Government)

•Auto/Taxi Drivers

•Hired Car Operators/Drivers

•Public bus commuters

•Tourists

•HHs living adjacent to NH/SH/MDR and

Farmers

•Commercial and Industrial

Developments adjacent to the road

FOCUS GROUP DISCUSSIONS

8 FOCUS GROUP DISCUSSION ONE WITH EACH TARGET GROUP

12

DESK REVIEW

•Moving Ahead, the American public speaks on

roadways and transportation in communities – A report

from the Federal Highways Administration.

•Best Value and Audit Commission Performance

Indicators for 2000/2001, Volume I – User Satisfaction

Performance Indicators: Guidance on methods of data

collection.

•Road User’s Satisfaction Survey, 2002, A report to the

Highways Agency by MVA Limited.

RESPONDENT PROFILE

14

a

RESPONDENTS BY AGE

Percent

18 – 20 years 5

21- 30 years 32

31-40 years 37

41 – 50 years 19

51+ 7

More than two-third are

in the age group of 21-

40 years

Drivers (Trucks, Bus, Taxi, Car, Auto, Wagon) mostly in the age group of 31-40 years

Women driving two wheelers and Car (owner driven) are younger and mostly in the age group of 21 – 30 years

Base : 6211

15

EDUCATIONAL LEVEL

Class V 5

V – IX 27

SSC / SSLC 38

Pre- / Diploma 9

Graduate + 19

Illiterate 2

One-third school

completed and more

than one-fourth have

some college

education

Percent

Those who have completed school education is higher among state transport driver when compared with others.

Women owner driven cars 80% are graduates and above

Base : 6211

16

OWNERSHIP OF DURABLES

Television set (colour 67, B&W 29)

96

Radio 77

Bicycle 73

Two wheeler 43

Car 16

One-third school

completed and more

than one-fourth have

some college

education

Percent

Almost all have a TV at home

Almost three-fourth have a bicycle

Base : 6211

MAJOR FINDINGS

18

TRIPS TAKEN MOST OFTEN

Commute to work/school 20

Work - related trips 63

Recreational/ Social 11

Shopping/Errands 5

Two-third of the trips

taken most often is

work relatedPercent

TRIP PURPOSE

Base : 4328

19

TYPES OF ROADS KNOWN & USED

Unaided response is relatively higher for NH, VR and SHs

0 10 20 30 40 50 60 70 80 90 100

NH

SH

MDR

ODR

VR

Used

Known

Base : 6211

20

ROAD SITE AMENITIES AVAILED

NH SH MDR ODR VR

Tea/Coffee outlets 76 47 23 14 9

Food outlets 55 25 8 4 2

Toilets 43 12 5 2 -

PCO/ Communication 16 5 4 4 -

Service station/ fuelling 12 5 1 2 -

Not used any 19 43 67 76 82

Not available - - - 3 -

Base 5700 5765 4860 3938 5116

Almost half of them have used toilets while traveling on highways

Women commuters almost all have availed the facility

21

ROAD SIGNS ABOUT ROAD SITE AMENITIES

NH SH MDR ODR VR

Not available 0 0 1 2 16

Not noticed 1 1 3 8 14

Not helpful 1 4 12 18 18

Helpful 47 54 50 41 28

Very helpful 51 41 33 30 24

Base 5700 5765 4860 3938 5116

Road signs are stated to be helpful on all roads particularly in NH, SH, MDR

22

0

0 10 20 30 40 50 60 70 80 90 100

NH

SH

MDR

ODR

VR

Great extent

Some extent

Safe

PERCEPTION ON UNSAFETY IN THE RECENT TRIP

Base : 4328

23

FACTORS THAT MAKE DRIVING UNSAFE

• High voltage bulbs blur vision

Highway

• High voltage bulbs blur vision

Highway

• Beating paddy causes major hindrance

Highways, MDR

• Beating paddy causes major hindrance

Highways, MDR

• School students on cycles cross/take diversion often

Heavy vehicle driver

• School students on cycles cross/take diversion often

Heavy vehicle driver

• Sand by the roadside causes slipperiness

Two wheelers and cars

• Sand by the roadside causes slipperiness

Two wheelers and cars

24

FACTORS THAT IRRITATE WHILE DRIVING

NH% SH% MDR% ODR% VR%

High speed of the traffic 32 13 4 2 1

Inconspicuous intersections 8 13 11 7 4

Lack of by pass/ring roads 5 11 10 4 1

Overtaking 42 34 11 6 2

Traffic 7 16 10 6 3

Poor/Aggressive driving 41 30 19 10 4

Heavy goods vehicles 12 7 6 3 1

Poor road geometrics 17 26 35 37 20

Bad road conditions 10 36 56 69 73

Absence of road signs 2 5 10 18 20

Absence of lighting at major intersections 6 6 9 12 21

Absence of pedestrian/cattle crossing facilities

8 14 9 11 25

Base 1534 1911 1643 1151 1593

25

REASON FOR ACCIDENTS ON THE NH/SH/MDR/ODR/VR

National Highways rated high but accidents when happens it is fatal.

ODR/VR condition rated low but mostly it is minor accidents.

National Highways rated high but accidents when happens it is fatal.

ODR/VR condition rated low but mostly it is minor accidents.

60

76

62

2219

34

5

45

35

42

0

20

40

60

80

100

NH SH MDR ODR VR

Poor condition of roads Bad driving

REASON FOR ACCIDENTS ON THE NH/SH/MDR/ODR/VR

Skilled drivers relatively low.

Most in a tearing hurry.

Increase in vehicles in recent years.

Ethics lacking.

Skilled drivers relatively low.

Most in a tearing hurry.

Increase in vehicles in recent years.

Ethics lacking.

Base : NH – 5700, SH-5765, MDR – 4860, ODR – 3938, VR - 5116

26

RESPONSE TO ACCIDENTS

In the past 5 years, accidents are more due to increase in vehicles with easy purchase options.

Industrial Development

Reduction in accidents observed due to four lane system. Revenue Department

We punish if our drivers drink while at work. Reflectors are further needed. Transport undertaking

Pedestrian path provision overlooked while widening of roads hence they are at risk. NGOs

MARKET FACILITY

28

a

DISTANCE TO THE NEAREST

Percent

2 – 5 KM 76

6 – 9 KM 13

10 – 13 KM 8

13+ 3

Respondents : Commercial vendors/ pedestrians/HHs/Farmers/Agricultural producers/Cyclists

Base : 1883

29

TYPE OF MARKET AVAILABLE99%

69%

51% 52%49%

5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Vegetable/Fruit/Flower Market

Meat Market Consumerdurable Market

Textile Market Groceries Steel &Cement Market

All can access the vegetable/fruit/flower market

Base : 1656

30

INCONVENIANCE FACED

7%

21%

41%38%

10%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Lack ofstoragefacility

Lack ofparkingfacility

Lessspace

Noproper

garbagedisposal

Notoilets

Lack of Garbage disposal facility requires attention

Base : 1656

31

AREA OF MARKET

64%

34%

1-2 acre land

3-5 acre land

Smaller size markets preferred

Base : 815

PARKING FACILITY

33

NEED FOR MORE PARKING FACILITY

94%

6%

Yes

No

High need for parking space expressed

Base : 6211

34

PAY FOR PARKING

85%

15%

Yes

No

Willingness to pay is relatively high

Base : 6211

35

a

The response varies across the satisfaction scale

VERY SATISFIED

SATISFIED SOME WHAT

SATISFIED

NOT SATISFIED

NOT AT ALL

SATISFIED

Within City

12 26 22 28 12

Within Town

10 28 23 31 8

EXTENT OF SATISFACTION

Base : 1968

36

a

Satisfaction is relatively higher in NH/SH/MDR

VERY SATISFIED

SATISFIED SOME WHAT

SATISFIED

NOT SATISFIED

NOT AT ALL

SATISFIED

NH 11 36 18 20 14

SH 5 35 22 27 10

MDR 3 23 25 29 21

ODR 1 15 22 23 39

VR 2 14 7 28 36

EXTENT OF SATISFACTION

Base : 1968

VALUE FOR MONEY

38

a

Value mostly acknowledged

High Moderate Low No Not aware

Men 18 43 14 21 4

Women 16 47 11 12 14

ROAD RELATED TAXATION

Base : 6211

39

a

Willingness for toll forthcoming

High Moderate Low No Not aware

Men 26 51 7 9 7

Women 22 50 2 3 22

TOLL FOR MAINTENANCE

Base : 6211

HD PERFORMANCE

41

RATING OF PERFORMANCE ON HD

Poor Satisfactory Good Not aware

Adding new capacity through widening/by passes 7 22 71 -

Maintaining roads & bridges 16 30 54 -

Dealing with the public including people shifted due to new roads

14 41 45 -

Removing encroachment 18 26 56 -

Disaster/ Emergency management 25 37 38 -

Environmental management 16 28 24 32

For widening/ By pass two-thirds have rated high

Emergency management the score is relatively low

Base : 6211

42

CHANGE IN THE PERFORMANCE

83%

17%

Yes

No

"The performance of HD is good. In the past year, many single lanes have been converted into double lanes. Roads have been widened. Lot of information boards have been put up. Medical facilities and ambulance vehicles have increased"

Base : 6211

GOVT. ROLE & SCHEMES

44

Responsibility of various departments acknowledged

Dept. NH SH MDR ODR VR

HD 43 22 12 12 3

NHAI 1 1 1 1 -

State Govt. 9 59 40 29 15

Central Govt. 41 8 9 5 3

Panhayat/Municipal - - 27 34 72

Don’t know 5 9 11 17 7

RESPONSIBILITY

Base : 6211

45

Removal of encroachment takes precedence

PRIORITIES OF TN GOVT.

Very Important

Important Some what important

Not important

Not at all important

Charge directly 38 46 8 7 1

Contract out more design and implementation

32 41 8 15 3

Remove encroachments

62 33 4 - -

Enforce road rules effectively

47 42 6 3 3

Revise the procurement rules/ways works are contracted out

25 42 14 14 4

Base : 6211

46

ROAD MAINTENANCE SCHEME

Base : 6211

Golden Quadrilateral 39

Tamil Nadu Road Sector Project 18

NABARD Road Scheme 33

State Highways Maintenance scheme 36

PM gram Sadak Yojana 39

47

EXPRESSED NEEDS

“Road travel far more safer now, with emergency medical services available however there is scope for improvement” Academician

“SH and MDR relatively to be improved” Commercial Development

“Whilst roadways are being improved, driving skills is on the decline……… When acquiring license, they should be sensitized on the value of roads and the cost of making and maintaining them.”

Retired Chief Engineer

“The public need to be oriented on the road as an asset, and to take pride in them too”

Journalist

“Road safety education for the young should be taught in schools. It should be made mandatory”

Academician

48

OPINION ON PRIVATISATION

"I agree with the privatization of road construction. They will lay good

roads, maintain them well and work will be done fast."

Industrialist, Owner driven premium cars

“I feel that privatization is not proper. Road maintenance will not be properly

done. These are government roads. They should be looked after by the

government.”

Public transport representative

“The road construction should not be handed over to private agencies

because HD is doing a good job. Such maintenance will not be followed by

private agencies. There will not be any control over their performance.”

Insurance representative

“ In a democratic country it is our responsibility to provide every citizen the

basic needs. Money will be collected by private agencies”

Retired Chief Engineer

49

“The quality of food on roadside outlets is poor posing health risks for drivers. Health department to be notified”

Government car/jeep driver

“Like health and education sector, road sector should get the prime attention. Our economy is based on road structure”

Retired Chief Engineer

SOME CONCERNS

“Sign boards are sometimes hidden by trees, advertisements and posters”

Commercial Development

“People’s life is not priced. Accidents can cause more deaths than diseases”

NGO

50

OVERALL SATISFACTION LEVEL

0 1 2 3 4 5

Safety

Surface smoothness

Traff ic f low

Highw ay services

Air/Noise pollution

VR

ODR

MDR

SH

NH

Base : NH: 5600. SH:5765, MDR: 4860, ODR: 3938, VR: 5116

51

Road widening/ laning

Regular maintenance

Straightening of curved roads and more bypass

Pedestrian crossing and foot path

High beam lights avoided, more reflector lights

Median and speed breakers with reflector paint

Bitumen top roads at all locations

Good drainage system and filling of pot holes

Road signs at inter sections

Road amenities and rest rooms

Orienting the public on safety rules

Aesthetic &

environment sensitivity