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Highways
Agency - Recognised for quality of service
The government agency where drivers can check the latest traffic situation, get details of planned roadworks or even report motorway debris, has been recognised for the quality of its service in helping thousands of road users.
The Highways Agency Information Line is one of only seven UK transport-related contact centres to receive the Global Standard from the Customer Contact Association (CCA). It follows a period of rigorous assessment by the trade watchdog.
Simon Sheldon-Wilson, Director of Customer Solutions for the Highways Agency said, "To become a certified member of the Customer Contact Association is an excellent achievement for us and is a real accolade to our staff who deal with thousands of calls from members of the public, 24 hours a day, seven days a week.
Our information services, which also include websites, DAB Traffic Radio and the supply of data to broadcasters and other media, are vital in the Highways Agency role of providing safe roads, reliable journeys and informed travellers."
It handles 150,000 calls and 25,000 emails a year, on topics as varied as real time traffic information, the status of road works and reports of debris or spillages on the carriageway.
Independent scrutiny by the CCA included a rigorous audit of procedures, a wide range of performance measures and confidential interviews with contact centre staff.
Paul Stacey, Highways Agency Information Line Manager added, "By achieving this Global Standard accreditation, our Highways Agency Information Line has shown it not just meets, but exceeds the industry standards and is able to provide an excellent service to our customers. We work hard to improve the services we offer and this award proves that we are developing in the right direction. We will continue to review and refine our operation to give the best service we can to our customers."
The award puts Highways Agency staff in the top 20 per cent of UK contact centre staff who work at organisations that have achieved the CCA Global Standard. Twenty-three of these centres, including the Highways Agency Information Line, are within the public sector.
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18th May 2009 |
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