Highways Agency

Chapter 6 - Better information

10 Year Plan related outcome:

Greater confidence for road users planning their journeys as a result of instant access to information about conditions on the network.

Where the Agency is now

The Agency currently provides a wide range of information to road users through its website and Information Line. This includes a fortnightly lane closure bulletin, details of schemes, information on the network, regional contacts and details of Agency and Government plans and initiatives. The Agency attends transport-related exhibitions, distributes leaflets and other publications, takes part in media events and works with the public and private sector to educate and inform the public. Its extensive network of electronic variable message signs feeds information to drivers as they use the network. The Agency is in the forefront in developing a common system of symbols for use on variable message signs across the European Union.

The Agency is also working to improve the information it provides whilst waiting for the Traffic Control Centre to come on line. An example is the Video Information Highway trial, launched in November 2001. Live pictures from CCTV cameras on the motorway network around Bristol are made available directly to the public through the media and travel service providers.

Where the Agency wants to be by 2004/05

The Agency will provide customers with more accurate, up-to-date information about the network, helping them plan their journeys before they set out and ensure they are kept up to date when they are on the road. It will achieve this by:

Ensuring information is available to users through Transport Direct or the TCC project (see section at the end of the chapter) and continuing research into the latest technology to collect and disseminate information.

By 2003, electronic variable message signs will be available at all major decision points on the network to suggest alternative routes if there is a problem.

The Agency will ensure that its systems can supply the necessary information to establish a Traffic Information Highway by 2003 to provide a common pool of data for use by the public and commercial service providers. The Agency will also increase and improve the quality of traffic information available on its website.

What the Agency will deliver in 2002/03

The Agency will be expanding its capability to provide real-time road traffic information and will consider the benefits of providing real-time traffic information through the use of 'web cams'.

There will be further improvements to the Agency website which will provide a channel for consultation with its customers and provide more information to travellers, including a new daily bulletin of road closures.

The Agency will continue to expand its network of CCTV cameras and variable message signs (VMS). It will also use a new design of VMS on the M4, using pictograms to warn of accidents, queues or other hazards. These are smaller and less intrusive than existing VMS and will be used in sensitive rural locations.

How performance will be measured

The performance indicators set for the Agency by the Secretary of State are:

Indicator: Outcome of the Road User Satisfaction Survey.

Target: Achieve an average score of no less than 7.5 on the Agency's Road User Satisfaction Survey (this is on a scale from 1-10 with 1 being extremely poor and 10 being extremely good).

Indicator & Target: Introduce a national HA Traffic Control Centre.

Highways Agency Information Line (HAIL) 08457 50 40 30

HAIL is open between 8am and 8pm on weekdays and from 9am to 5pm at weekend and on public holidays, with a pre-recorded information service being available out of hours. Nearly 120,000 calls have been received in the past two years.

The Traffic Control Centre (TCC)

The contract for this Private Finance project was awarded in March 2001. When fully operational by March 2004, the TCC will provide a state-of-the-art facility for providing traffic information throughout the Agency's network, direct to both the public, media and private sector organisations, as well as traffic management on the road. It will:

• Provide up-to-the-minute information on the network and traffic conditions.
• Provide up-to-date information, helping the Agency and police respond quickly to incidents.
• Operate public information services, including administering the Travel Information Highway internet-based information service.
• Support the Agency's activities in managing, maintaining and improving the network.

What is Transport Direct?

By 2003 Transport Direct will provide a comprehensive route planning service to the public, covering all modes of transport, conveyed in a variety of ways, including leaflets and the internet.