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Operations

There are five key areas of Operations at Highways England: the Operations Customer Services Division (OCSC) National Traffic Operations, Regional Control Centres, On Road Traffic Officers, and Asset Management & Maintenance.

The Operations Customer Services Division (OCSD) is responsible for keeping customers moving safely. They do this by providing helpful, accurate and timely information, dynamic traffic management and the efficient resolution of incidents. OCSD provides real time services to customers, 24/7, 365 days a year. Keeping road users well informed is an important way to keep our roads safe.

The National Traffic Operations Group provides a range of national support services to Highways England regions and customers using the network. These include the Highways England Customer Contact Centre, the National Incident Liaison Officer team and Strategic Traffic Operations, and Central Operational Planning. Each of these functions supports the delivery of customer facing information services.

At our Regional Control Centres, we carry out the real-time traffic management of the busiest road network in Europe. Highways England operates Regional Control Centres across 7 locations, 24/7, 365 days of the year. Operators are responsible for managing and monitoring traffic conditions, using a wide range of signals for incidents, road-works and congestion. As well as taking calls from the public and communicating with fire, ambulance, police and vehicle recovery services, they also make sure Highways England Traffic Officers are deployed to incidents where they are needed.

Over 1,000 On Road Traffic Officers patrol England’s motorways, helping to keep traffic flowing smoothly on all major routes. By attending to breakdowns and clearing incidents quickly, Traffic Officers reduce the impact of incident related congestion and also reduce the risk of secondary incidents. They coordinate the response of emergency services, manage traffic, clear debris and get closed routes re-opened as soon as it’s safe to do so.

Asset Management & Maintenance is also crucial to our success. This wide ranging area of Business Operations is at the heart of keeping the strategic road network safe for all who use it. Diverse teams focus both on day to day running and future development of the network and its varied assets. Working closely with other operational teams and our supply chain, Asset Management & Maintenance professionals carry out a wide range of important roles, with responsibility for everything from maintenance through to design and construction. We rely on them to prepare and coordinate a schedule of works and studies, respond to planning applications, and both influence and negotiate development-related improvements to the network. Their vital work is underpinned by specialist systems and models.