The World Road Association (UK) Executive Committee has arranged for the preparationof this National Report for Strategic Direction Session B of the Mexico World Congress in2011.For transport, responsibility for certain high level and legislative issues (for example,vehicle safety) is retained by the UK Government and administered by the Department forTransport (DfT). However, most transport policy and operations are the responsibility ofdevolved administrations in Scotland, Wales and Northern Ireland. In England thisresponsibility remains with the UK Government in the form of DfT. Consequently, theroad networks are managed by the following organisations:? England: the Highways Agency (HA), an executive agency of DfT is responsible for thetrunk road network, with the remaining network managed by local authorities;? Scotland: Transport Scotland, the Scottish Government’s transport agency, isresponsible for the trunk road network with the remaining network managed by localauthorities;? Northern Ireland: the Roads Service, an executive agency of the Northern IrelandDepartment for Regional Development (DRD), is the sole authority for the public roadnetwork; and? Wales: the Welsh Assembly Government is responsible for the trunk road network,with local authorities taking responsibility for local roads.This National Report compiles information from all four organisations in order to achieve abroad and inclusive perspective on the challenges that they face in the coming years andtheir approaches to meeting those challenges.This paper specifically summarises recent developments in the delivery of customerorientatedservices in the UK for the following areas:? Within the road network – from the planning stage through to the operational stage;? Regarding integration of transport modes and services.The topic is set within the context of the trend for road authorities to increase their focus onthe delivery of customer-orientated road transport services.
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