David O’Neil Supply Chain Development Director

Our Imperatives Customer Safety Service Deliver the Road Investment Strategy David: To meet the RIS challenge, our key imperatives must remain constant and be placed at the heart of all we do. They are not optional or a nice to have, they are core to our activities. All are challenging in their own way. We want to be a company that consistently delivers world class Safety performance We want to deliver our commitments to our customers and be recognised for excellent customer service. We can only do this by really understanding our customers and their needs. We need to listen , learn and innovate – excelling in Customer Service is not a nice to have, it is the right thing to do. We will deliver our challenging Road Investment Strategy – driving best value for our customers Key to achieving our imperatives is transforming customer experience Next slide…

Asset management approach to transform customer experience Real time asset data creating intelligence Longer term asset plan around need and customer impact Road Network Asset Manager/ Asset Operator Innovative, whole life approaches to create different and better solutions Use of predictive technology to inform interventions David: We are transforming how we create different and better customer experience – as part of this drive, we are changing how we manage our assets and how we deliver our services We will use asset intelligence in better ways and new technologies to help shape longer-term plans and move to predictive maintenance, rather than reactive maintenance How will our customers benefit from predicative maintenance through; increased productivity, improved quality and the feeling of safety and reliability? How will the market respond?   Real time asset data creating intelligence Want to get to a business that controls the right data and can harvest into the right intelligence to create different and better performance Longer term asset plan around need and modelling customer impact Started in East Midlands. North West and South East following Not about Highways England becoming the integrator or delivering the work. We have a highly capable supply chain for that How we work with highways suppliers for a different & better deal for customers in how we operate SRN Use of predictive technology to inform interventions Pot hole detection system which relies on a series of sensors in vehicles’ suspension systems and combines road condition data with GPS location to create a data-rich map of road conditions and failure points Innovative whole life approaches. Different and Better solutions Pavements example – cold mill recycling in North East What is the offering we can make to customers on road resurfacing when we look at productivity reducing disruption, quality of surface, sustainability, safety – as opposed to buying stone and black top? Question for the audience: what does this mean for the market in terms of gearing up around customer experience?