Tyne & Wear PTA is the Best Value Authority for the tunnels.  Its aims and objectives for the tunnels are outlined in its Best Value Performance Plan and are based on the core values to promote:-

• Quality
• Cost Effectiveness
• Staff Development
• Customer focus

All organisations require regular review and scrutiny to ensure they embrace the most up-to-date thinking on management, performance and working practices.  It is ten years since the tunnels were reviewed which makes it timely to adopt the Best Value process to examine practices, procedures and performance.

Best Value demands that management, staff and trade unions combine to re-energise their performance management, to consult with stakeholders and seek improvement.

This review has required the Best Value Review Team to undertake a comprehensive, root and branch, examination of every aspect of tunnels’ management and operation.  The unique nature of the tunnels has made the review process difficult and time consuming.  However, good progress has been made and important improvements will be consolidated into the organisation.

Best Value is an ongoing process and much work is still to be done, but this report offers a basis for both service enhancement and efficiency improvements, which aim to make the Tyne Tunnels meet their customers’ expectations.