In the infrastructure debate, transport dominates. Amongst the left and the right in the U.K there is widespread agreement that transport whether publicly or privately owned is far too costly and poorly managed as compared to Europe. But what about the other infrastructure bodies that we don't talk about? Is it possible that there is one that serves as real model for customer engagement? This article will take the form of an interview with one of the continuous improvement managers in one of the U.K's largest infrastructure companies.