Customers can be severely impacted by temporary roadworks, especially when they live close to or even within the area where the works are taking place. Communicating effectively with customers trying to navigate around roadworks or getting to their home is therefore essential to prevent frustration and potential harm to the workforce.
HRS has worked closely with stakeholders in road and rail to develop intuitive and simple to deploy solutions that have a proven track record in reducing incursions, improving customer satisfaction and increasing efficiency. It is this key stakeholder engagement that has allowed us to meet changing requirements of various site needs yet keeping the solution consistent to our customers and to our business.
Understanding the road user has also been a key element in developing solutions that benefit their experience and in doing so reduce the risk to them and to the site workforce. Interaction and communication are key factors in improving customer satisfaction of works and that means our product development has the end customer at the forefront of our solution.
The Solution
The HRS Customer Communication Terminal (CCT) can be deployed in seconds and used in a wide range of application areas to improve communications with road users. This includes:
- Portable Intercom to enable instant two-way communication between Residents/Road Users and Traffic Management crews during roadworks/level crossing works.
- Information Terminal to relay up to date information to people affected by works taking place.
- Emergency Call Point within roadworks or other relevant works/events to improve the safety of road users and the general public.
The main benefits of using these systems:
- Provides up to date information on work site activities and time frames to the road user.
- Reduces customer complaints through information of the works and better journey planning.
- Provides a customer focused based approach to design and planning of works sites with the road user understanding integral to the works planning and success
- Allow for access to dedicated team whether that be on site for escort or a control centre to report issues and get assistance.
- Installation in stakeholder areas key to the work sites communication allows engagement with a wider populous of road users not just users who may be directly effected by the works.
- Reduces operational requirements for maintaining areas of traffic management when replaced with Communication Terminals.
- By reducing operational requirement, it has the potential to provide both cost and carbon efficiencies to the client.
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Portable Intercom
In Portable Intercom mode the CCT helps improve communication with residents and road users affected by road closures. Crucially, it removes traffic management operatives from areas of potential confrontations which also improves operational efficiency.
Residents requiring an escort through the work site can be reached quickly and effectively. By implementing this customer focus-based system we reduce the risk of negative interaction with traffic management operatives and potential incursions into the work zone.
Information Terminal
Lack of information and understanding behind the reasons for a site being installed can be one of the biggest causes of negative confrontation with road workers and interaction with the site equipment. By using the HRS CCT in information Terminal mode we can upload recorded messages that give up to date information on a variety of aspects related to the works and based on the road user/residents required need set.
This could be how the works are progressing with proposed start and finish dates of the works or where to find further information related to the works taking place.
Emergency Call Point
Breaking down in a temporary worksite means that access to permanent emergency call points can be difficult. The HRS CCTs can be deployed in these locations to provide instant communication with relevant support services. Other example applications include use at events or emergency situations.
HRS Customer Communication Terminals can also be combined with HRS’s Intellicone Incursion Prevention and Warning System (IPAWS).
“The HRS intercom system has been pivotal to the success of the shuttle bus and scheme, this enables members of the public to gain safe means across the A45 where all footpaths have been closed as part of our works
The technology gave the scheme a cost and a CO2 saving. Without the technology we would have had to have numerous men and vehicles sat manning the pickup points 24/7 over an eighteen month period.”
“Very pleased with the technology and glad it’s there, it’s a good way of keeping the pedestrian and traffic separate. Very useful project to keep the pedestrian safe. No issues with the technology, easy to use.”
“The system reduced the uncertainty around customer wait times by providing direct and immediate communication with traffic management personnel and could potentially represent 11 prevented incursions into the works”
- The CCT has been recognised by National Highways for its use on an M4 Project as a Free Recovery Call Point, receiving a Blue Star.
