The Highways England approach to customer service.
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We have an important role to play in the economy and people’s lives by helping the movement of goods and people around the country, with minimum impact to the communities we serve. To fulfil this role, we acknowledge that we must improve the service we provide so that, ultimately, customers know we’re on their side.
To achieve this, it‘s not just about changing what we do, it’s also about changing the way we do it. This Customer Service Strategy sets out our approach.