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INTENSIVE CARE

Managing the upheaval of change at the NHS, where he headed 7,000 staff and oversaw the merger of two big London hospitals, has prepared Tim Matthews for the tough challenges ahead at the Highways Agency. He says: 'There are parallels with the Agency's role in managing a major programme of change. I will be asking the same question I asked at Guy's and St Thomas': how do we respond better to our customers?

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