Introducing customer centricity into Highways England’s operation to influence roadwork speed limit and safety policy

Highways England, a government owned company, developed a programme based on insight to help improve customer safety and experience in the UK.

Highways England is charged with operating, maintaining and improving England's motorways and major A Roads. In 2014, the Government announced the Road Investment Strategy (RIS) a £23 billion upgrade to the road network in England, that will generate £3 in long term benefits for every £1 invested.

Improving the road network inevitably means more roadworks, so engagement with our customers is vital to understand how we could mitigate impacts.  Highways England developed a programme of insight to help find a solution to customer dissatisfaction around roadworks speed limits. This included a diverse range  of innovative research technologies including:

  • geo-triggered surveys...

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