The customer is King of the road

Gary Moore, associate director at Clancy traffic looks at how innovation can keep road users on the move.

Innovation, collaboration, efficiency. These are the pillars of modern construction that our industry always talks about. However, the chances are that somebody sat in traffic caused by your project doesn’t want to hear about any of that.

Traffic management systems are often the most visible aspect of works and – no matter how essential a project may be – the most lamented. Whether it’s utilities repairs, highways maintenance or managing a one-off event, this puts us at the coalface of enhancing public perception.

It’s up to us as operators to ensure that we look beyond our client’s specific requirements and treat every road user as our customer.

Clancy Traffic began to provide services to external, non-Clancy, clients in 2015. Since then we’ve focused on expanding our full solution capabilities and client base, with a five-fold increase in revenue over four years.

This success isn’t an invitation to rest on our laurels. Instead, we are striving to continually improve our operations and ensure we’re aligned with client and customer goals.

Investment in new technology is important. For example, using Variable Messaging Signage (VMS) enables us to empower the public through better communication, allowing them to make informed decisions with clear and concise information.

Our capabilities have expanded from 8 to 87 VMS units in the past five years, driven by the increasing importance of customer experience across all sectors.

There is also a push from local authorities for systems more responsive to the public’s needs. Clients in the public sector increasingly want to see traffic management with personnel on site and temporary pedestrian systems. In these cases, it’s not all about technology, but the same principles of communication and protecting the public’s interest apply.

However, in a 24/7 industry where demand for services can surge at crunch points, especially during the first half of the week, resource management of both people and equipment can be a logistical stumbling block. Here, innovation can provide huge leaps for efficient project delivery.