Highways Agency

We have a defined strategy and vision represented in our aim, objectives and values.

Our aim

Safe roads, reliable journeys, informed travellers

Our prime objective

• To deliver a high quality service to all our customers by:
  • reducing congestion and improving reliability
  • improving road safety
  • respecting the environment
  • seeking and responding to feedback from our customers

Our enabling objectives

• To ensure more effective delivery through better working relationships
• To implement best practice and innovative solutions to improve service now and in the future
• To be a good employer
• To be an effi cient agency with effective business processes and resource management systems

Our values – how we behave in fulfilling our objectives

Customer service - We put our customers fi rst and aim to deliver world class quality of service
Teamwork - We work together in dynamic teams and partnerships
Continuous improvement - We are committed to learning, innovation and fl exibility
Diversity - We value people for who they are and their contributions
Best value - We provide quality services that provide value for money
Integrity - We build trust by acting with honesty, openness and fairness

Customer promise

As part of moving the Highways Agency forward we have developed our Customer Promise. We have talked to our customers, stakeholders, staff and suppliers and put together the following statements to set out the key features of our services to customers simply and clearly. We will be using the promise to improve our performance and as a basis for etter involving our customers and stakeholders in our business.

Helping you with your journey

• We will help you make your journeys safely and reliably
• We will provide value for money and invest in improved services
• We will provide helpful information to enable you to make choices before and during your journey
• We will clear up incidents quickly and safely
• We will limit any delays when carrying out roadworks and improvements
• We will play our part in protecting the environment
• We will ask you for your views and act on feedback
• We will deal with you promptly, courteously and helpfully