Highways Agency

Chapter 6 Better information

Better information for better journeys

Introduction

To help our customers plan their journeys, from selecting the best mode of transport to choosing when to set off and keeping them informed of incidents while they are travelling, we are committed to providing high quality, up-to-date information about conditions on our network. A variety of methods are used to communicate this information, from electronic message signs by the side of the road to Lane Closure Bulletins and the Video Information Highway trial on our website (see case study). Customers can also contact us directly through the Highways Agency Information Line (HAIL).

The Agency's website helps road users to plan ahead.

We also issue leaflets to local residents about work we are doing in their area and safety advice to drivers. An example of this is the Winter Driving leaflet, which offers advice on driving in adverse winter conditions and gives information on major networks.

Customers can speak direct to the Agency through our information line.

Holidays and major events are busy times for England's motorways and trunk roads. Each bank holiday, including Easter and the Christmas break, we run a media campaign to let people know where road works are being lifted and where they are staying in place, so that road users' can plan their journeys effectively.

The Highways Agency Information Line (HAIL) ­ 08457 50 40 30

The Highways Agency Information Line offers up-to-date information on conditions on our network and road schemes direct to the public. It is open between 8am and 8pm on weekdays and 9am to 5pm at weekends and public holidays, with a recorded information service available at other times.

2001-02 performance

Advanced warning about road works helps to cut delays on the network. During the busy holiday season we provided additional information including:

• Some 250,000 summer travel leaflets distributed to motorway service areas, ports, tourist information centres, petrol stations, campsites and other public information points during 2001-02. All 250,000 leaflets were taken within two weeks of customers receiving letters alerting them to the campaign.

A road users' satisfaction survey carried out in August and September 2001 found that:

• Fifty per cent of respondents who had seen the leaflet thought that it provided useful information on road works and delays. Eighty two per cent of respondents found the leaflet useful, with most citing information on road works and delays and better journey planning as the reason.

We also kept routes clear for major events. Successes in 2001-02 included the FA Cup Final, which saw football fans travelling from London and Liverpool to Cardiff and the Royal Lytham Open Golf Championship, which drew fans from all over the country and abroad to the North West.

Case study : Video Information Highway (VIH) trial

Transport Minister David Jamieson launched the Video Information Highway (VIH) trial in November 2001. This system taps into the CCTV cameras from motorways in Avon and the South West (M4/M5/M48/M49 and both Severn crossings) and displays images from them on the Agency's website. These images are also transmitted to the AA, RAC and several local radio stations from the Avon and Somerset Constabulary control room at Portishead. This enables road users to view road conditions before they set off, helping them to plan their journeys and avoid congestion.

Brian Taylor from Manchester had first-hand experience of the value of our Video Information trial in Bristol when he went on his annual holiday to Cornwall. Brian said

"Each year we holiday in Cornwall. During the run-up to our holiday I followed the trial around the congested M5 for the busiest time at each junction. We managed to drive from Manchester to Cornwall in record time by staggering our journey."

Brian Taylor checks out the Agency's Video Information Highway.