Highways Agency Annual Report and Accounts 2011-2012

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Operating the network: SECTION 3 The HA iPhone app provides live traffic information Traffic England website extend our use of VMS to advise road users when lengthy closures have been completed and to communicate with trapped traffic during disruption. Our iPhone app, which we continue to support, provides live traffic information to road users including information on incidents, planned roadworks and events. We also provide data to the Traffic England website. On 1 September 2011, the contract to deliver the National Traffic Information Service (NTIS) went live in Quinton, Birmingham. NTIS is being delivered under a seven year contract by Network Information Services (NIS) Ltd, a joint venture between Mouchel and Thales, as part of our commitment to provide realtime traffic information to help road users plan their journeys and avoid delays. The NTIS will contribute to the Government’s structural reform priorities to tackle congestion on our roads and make journeys more reliable. Furthermore, provision of traffic information enables the Government’s commitment to deliver greater transparency and measurement of Agency performance against the DfT’s priorities. NTIS will enable operational efficiencies and improved network performance through better quality and more timely traffic data, new traffic technology, automated detection of incidents, and by providing a single view of the network. These improvements will allow the Agency to clear incidents quickly, deliver more reliable journey times, enhance safety and inform road users what to expect both before and during their journey. Listening to our customers Road User Satisfaction Survey We carry out regular road users’ satisfaction surveys to develop a detailed understanding of customer experiences in using the network and their views on our services. The data collected from these surveys allows the Agency to provide services which are cost effective and targeted to the The National Traffic Operations Centre, Quinton, Birmingham Highways Agency Annual Report and Accounts 2011-12
SECTION 3: Operating the network Key fact: 189,000 enquiries were made to the Highways Agency Information Line last year, and the Traffic England website received, on average, one million visits per month. Traffic Officer attending an incident in severe weather needs of road users. The surveys provide national and regional data, enabling us to highlight regional differences in perceptions. In 2011-12, 91.48 per cent of road users were satisfied with their last journey on our network. The satisfaction rating rose during the year from 88.05 per cent in April 2011 to 93.14 per cent in March 2012. Road users are asked questions about the following five key areas: • Safety • Routine maintenance • Journey time reliability • Information provision • Roadworks Highways Agency Information Line (HAIL) operator When asked whether they were satisfied with their journey time, 91.0 per cent of road users responded favourably. 69.8 per cent of road users responded that they were satisfied when asked about our management of roadworks on their journey. When asked about the general upkeep of the network, 92.7 per cent responded that they were satisfied. 91.8 per cent of road users responded that they were satisfied when asked about the road signs they saw on their journey, and 94.2 per cent of road users responded that they felt safe on our network. Stakeholder engagement We run and manage two key Committees made up of our stakeholders, meetings of which are held twice a year. The National Road User Committee and National Environment Committee help us to build positive and lasting relationships with the groups and individuals who work in partnership with us. Successes in the past year include: • The signed Memorandum of Understanding with the Freight Transport Association (FTA) • The developing Memorandum of Understanding with the Road Haulage Association (RHA) • The development of National Sub-committees which are topic based and have been developed in response to stakeholders’ specific requests to address areas that they feel are under represented, for example the Vulnerable Road Users Sub-committee In addition to the committees we also work to establish partnerships with organisations that have an active interest in managing the roads and traffic information. This includes developing and maintaining Partnership Agreements with Local Authority partners, and other Highways Authorities. We explore joint working opportunities and work in coordination on communicating the Agency’s driving and safety campaigns. Highways Agency Annual Report and Accounts 2011-12
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Highways Agency Annual Report and Accounts 2011-2012

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