West Midlands Drivers Happy With Highways Agency Traffic Officers

Highways Agency Traffic Officers across the West Midlands have received positive feedback from motorway users in a customer satisfaction survey. Internal performance figures from the region also confirm that the West Midlands Traffic Officer service is performing above the national average on a range of measures aimed at improving the experience of the West Midlands road users. The Traffic Officer Service was introduced to the West Midlands in April 2004 to keep drivers on the move along the region’s busy motorway network. On-road Traffic Officers patrol 24 hours a day to reduce the impact of incidents and congestion on motorists’ journey times. Control Room Traffic Officers monitor motorway CCTV cameras for incidents, set warning signs, answer emergency telephone calls and dispatch Traffic Officers to incidents. In the Agency’s latest Customer Satisfaction Survey the region’s Traffic Officers are rated consistently highly by customers – putting them above the national average. The work of control room traffic officers in answering emergency telephone calls are rated a maximum 5, 5, 5 and 4.75 in terms of friendliness and reassurance, good advice, responding to customer needs and the speed of answering the calls – compared to the national average of 4.75, 4.83, 4.75 and 4.83 respectively. On road patrols scored 4.91, 4.89, 4.95, 4.95 and 4.95 for having a good appearance, being reassuring, politeness and courtesy, being professional and being knowledgeable – compared to 4.88, 4.87, 4.92, 4.90 and 4.89 nationally. Overall, Traffic Officers in the West Midlands were judged as very good or excellent by 99 per cent of respondents. Meanwhile, the West Midlands Traffic Officer Service’s own performance figures suggest customers’ satisfaction is well-founded. On the busiest routes on road patrols are meant to arrive at 80 percent of incidents within 20 minutes and performance in the West Midlands is now around 87 percent. Traffic Officers are asked to attend 95 percent of all incidents within 40 minutes – the figures for the West Midlands consistently runs at 99 percent. Control room Traffic Officers are equally efficient – answering around 97 percent of calls into the control room within 20 seconds, well above the 90 percent target. Jenny Moten, Regional Operations Manager in charge of the West Midlands Traffic Officer Service, said, “We are delighted that the responses from our customers recognise the hard work of our Traffic Officers on a day to day basis. Traffic Officers across England play a crucial role in keeping drivers on the move – but of course it is pleasing to see figures which suggest the West Midlands Traffic Officer Service is among the best performing in the country. “As well as the Traffic Officer Service, the Highways Agency offers a number of services to reduce congestion and improve reliability. The Highways Agency website provides up to date traffic information and works in conjunction with Traffic Radio and a mobile website. Furthermore, we offer information points at all major service stations around the country so motorists can plan their journeys effectively.” The customer satisfaction survey also provides positive written comments for the Traffic Officers. Contributions such as “The two officers were absolutely fantastic” and “Excellent, professional and made sure I was safe” are typical. One stranded driver was delighted with the service of two Traffic Officers who went the extra mile: “The two officers who came to our aid were absolutely outstanding.” Please share your views on Highways Agency Traffic Officers by commenting below. Taken from: Highways Agency