A senior official at Highways England is admitting that the organisation needs to do more to communicate with drivers.
The website FleetNews quotes Stephen Dauncey, the chief financial officer, who it says told delegates at a transport forum that its digital capacity is “way behind any other service business. These are new skills we’ve never had to do but now, with customer expectations, we’ve got to do so much more.”
The problem, he explained, is that Highways England’s internal processes for responding to an incident are focused on managing it, rather than managing the impact on customers. “It’s something we’ve got to learn from,” he said. “We also need to provide real-time information for customers. We need to innovate our own thinking and our own delivery. We know the journey experience is not good enough.”
FleetNews also quotes Malcolm Bingham, head of road network management policy at the Freight Transport Association (FTA), as saying, “We need accurate information on the network to help fleet operators make informed decisions,” and that the FTA says that 52% of its members are reporting lengthening journey times.