Your browser is no longer supported

For the best possible experience using our website we recommend you upgrade to a newer version or another browser.

Your browser appears to have cookies disabled. For the best experience of this website, please enable cookies in your browser

We'll assume we have your consent to use cookies, for example so you won't need to log in each time you visit our site.
Learn more

Customer dissatisfaction with roadworks still a problem, admits Highways England

Night roadworks

Highways England has admitted the way it delivers roadworks is still leaving customers dissatisfied and managing this is an increasing challenge going into the second roads funding period (RIS2).

Speaking at the Chartered Institution of Highways & Transportation (CIHT) annual conference, Highways England executive director Elliot Shaw said that customer satisfaction and safety were the two key areas where it was looking to improve.

“Half way through RIS 1, in terms of delivery, I would give us a solid B+,” he said. “If you look at our delivery agenda we’re broadly on track.”

But Shaw said although roads were continuing to become safer, safety was not improving at a fast enought rate. He also said roadworks continued to bring down its customer satisfaction response and more needed to be done to improve how they were carried out.

“There’s more work for use to do and the industry at large to drive the safety agenda at the pace that we want to,” he said.

“In terms of customer satisfaction, generally when we look at our customer responses they’re satisfied with everything, apart from roadworks.

“I think there’s a bigger question for us and the industry in how we plan, manage and deliver our works to impact as little as we can on our customers. That challenge is only going to grow as we ramp up and go into RIS 2.”

Over the next year the Department for Transport will publish a draft of the new RIS2 strategy, after which Highways England will review and respond to comments made. The draft will then be reviewed by regulator Office of Road and Rail (ORR). The final version of the strategy is then due to be published in 2019.

In December last year the government announced Highways England could be given around £30bn in the next RIS period, from 2020 to 2025, with a view to preparing the network for electrification and autonomous vehicles.

Standardising and modularising assets to drive efficiency and productivity is key strategy for RIS2 said Shaw.

He added RIS2 projects would be more “robust” as they had been more thoroughly researched and gone through a longer development process.


Have your say

You must sign in to make a comment

Please remember that the submission of any material is governed by our Terms and Conditions and by submitting material you confirm your agreement to these Terms and Conditions. Please note comments made online may also be published in the print edition of New Civil Engineer. Links may be included in your comments but HTML is not permitted.