Creating a customer focused network changes the Highways England organisation “fundamentally”, explains O’Sullivan

“We are not just providing the network that people need but trying to understand what people want,” he says pointing out that the future is about giving more information to driver and less advice.

“While I am not sure that we can get to the point where it is guaranteed, we do recognise that we can do an awful lot more to give accurate journey times,” he said at the recent Highways UK conference.

“What the freight and commercial industry in particular has said to us is if you put delay information out then please make it accurate.”