At the heart of England’s strategic road network, National Highways Operations Contact Centre plays a crucial role in ensuring that millions of journeys are safer, smoother, and more reliable every day. As a long-standing holder of CCA Global Accreditation for Customer Experience© since 2019, the organisation has demonstrated an unwavering commitment to customer service excellence, safety, and continuous improvement.


Celebrating CCA Global Accreditation©

Achieving and maintaining CCA Global Accreditation© is a testament to National Highways’ dedication to excellence in customer service. Their proactive approach to training, governance, and customer engagement ensures they remain at the forefront of industry best practices.


Through rigorous assessment and a commitment to continuous improvement, they set a benchmark for operational excellence in public service contact centres.


Putting Customers First

With over four million journeys made daily, National Highways understands the vital role their services play in people’s lives. They actively listen to and engage with road users through research collaborations with Transport Focus, customer contact channels, and innovative initiatives like community insight apps and the ‘chatty van’ roadshow, ensuring that customers' voices are heard and acted upon.


A Commitment to Safety and Service

National Highways manages and improves the strategic road network, encompassing motorways and major A roads, with safety, customers, and delivery at the core of their mission. Their dedicated control room operators work around the clock to monitor traffic, set safety alerts, and support traffic officers on the ground, ensuring the highest levels of road safety for all users. Their ‘Road to Zero Harm’ initiative further underscores their ambition to reduce serious accidents and enhance road safety measures.

 

Delivering for the Future

Since 2015, National Highways has invested billions in infrastructure improvements, including major projects like the A14 upgrade and the development of smart motorways to enhance traffic flow and safety. Their focus on innovation and efficiency ensures they continue to deliver best value for taxpayers while maintaining the highest service quality.

 

As they continue to evolve and innovate, National Highways remains a shining example of customer service leadership, resilience, and adaptability, ensuring that every journey is not just a trip—but a safer, more reliable experience.


Congratulations to National Highways on their continued success!