ReportMethod

Developing a User-Based Winter Maintenance Quality Monitoring System for Walking and Cycling Routes in the Oulu Region

Selvitys Oulun seudun jalankulku- ja pyöräilyväylien erillisurakan asiakastyytyväisyyden mittaamisesta. Raportti suosittelee 50–100 aktiivisen ympärivuotisen liikkujan muodostamaa arviointiryhmää, säännöllistä kunnossapidon laadunarviointia, reittikohtaista palautetta ja digitaalista raportointia. Tavoitteena on yhdistää käyttäjien kokema palvelutaso kunnossapidon laadunhallintaan ja sopimusohjaukseen. · 2016

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Summary

This 2016 study, prepared by Navico Oy for the City of Oulu, Municipality of Kempele and the regional transport authority in Northern Finland, establishes a framework for user-based quality monitoring of a dedicated walking and cycling infrastructure maintenance contract. The report was developed during preparations for a new regional maintenance contract intended to improve year-round walking and cycling conditions. It argues that conventional technical maintenance standards and response times alone cannot guarantee a satisfactory user experience. Instead, the quality perceived by pedestrians and cyclists should become an integral part of contract management, performance monitoring and potentially contractor incentives. The study compares general population surveys, targeted user panels, digital questionnaires, map-based feedback platforms and mobile applications. Its central recommendation is to recruit and train a panel of 50–100 regular year-round route users to evaluate maintenance quality throughout the winter. Participants would provide regular satisfaction ratings on a five-point scale, supplemented by location-specific feedback on snow, ice, slush, uneven surfaces and other maintenance problems. The proposed monitoring system combines monthly user evaluations with the possibility of immediate route-specific reporting. The results are intended to support regular meetings between the contracting authority and maintenance contractor, enabling continuous improvement and more responsive maintenance operations. The report also presents an early mobile application concept featuring route selection, location-based reporting, automated reminders and maintenance quality ratings. It recommends launching the user panel and initial monitoring activities during winter 2016–2017, with further digital development planned thereafter. The study documents the original planning framework behind Oulu's subsequent Winter Maintenance Agents approach, providing valuable historical and methodological background for municipalities interested in citizen-based winter maintenance monitoring. It is particularly relevant to the design of user-centred maintenance contracts, performance-based procurement, participatory quality assurance and year-round active mobility services.

Topics

Maintenance & Operations Data & Monitoring

Target audience

Maintenance

Mode

Walking Cycling

Conditions

Winter

Countries

Finland(Oulu Region)

Language

Finnish