Customer improvement innovators speak up
The National Highways Innovation Showcase heard from two sets of SMEs who had trialled their solutions with tier one contractors on the strategic road network; with a first trio of companies describing their experiences of the ‘Innovating to Improve Customer Experiences of Roadworks’ accelerator.
Alchera Technologies spoke about its artificial intelligence tool using traffic flow predictions to dynamically plan and book roadworks to make best use of highway space. The company’s Head of Product, Aaron Croucher explained that the two-month trial to optimise roadworks on an improvement scheme on the M6 led to 2,100 fewer delays, with an estimated saving of £45,000, by consolidating work and removing one in every 28 shifts.
If scaled up for an entire road construction scheme over four years, he said, 50,000 journey delays could be avoided, with £1 million of benefit.
“The system was used to reduce queue delays and increase the working window. Applied across the whole country, there are estimated savings to the public purse of £18.2 million and 900,000 fewer journeys delayed.”
Hao Zheng of RoboK described her company’s technology that uses computer vision and artificial intelligence-based analytics to understand the behaviours and interactions of road users and service providers. Her trial looked to reduce the risk of incursions into roadworks sites by identifying events, and providing video evidence of poor driving behaviour. At four locations on the M25, 10,000 hours of video was processed using AI to identify one location where there had been over 200 ‘late cut-ins’ a day.
“Our goal was to identify trends using the monitoring tool, such as late cut-ins,” said Hao. “At the end of the trial, stakeholders said it had painted a much richer picture for them, to help them review their traffic management.”
Ruth and Steve Erdal of Wordnerds spoke about their text analytics platform that combines AI and linguistics to interrogate customer insights, to help lead to changes that improve how people experience roadworks.
“We have trained AI on road user data; starting to pull out useful and actionable insights from a sea of nebulous data to see what is happening, why, and what can be done about it,” Steve explained.
Ruth added: “Over the last six months, we worked on five schemes. On each, we gathered customer feedback and generated insight reports to give quantifiable evidence and lots of recommendations.” On one scheme, the tool identified falling customer sentiment around signage. The signage was improved and the sentiment score rose, “showing that what they did worked”.