Highways England Annual Report and Accounts 2015-2016 Highways England Annual Report and Accounts 2015-2016 Presented to the House of Commons pursuant to Section 7 of the Government Resources and Accounts Act 2000 Ordered by the House of Commons to be printed 13 July 2016 HC 529 © Crown copyright 2016 This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email:
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[email protected] Print ISBN 9781474134279 Web ISBN 9781474134286 ID 2815682 07/16 Printed on paper containing 75% recycled fibre content minimum Printed in the UK by the Williams Lea Group on behalf of the Controller of Her Majesty’s Stationery Office Contents Our role and how to contact us 6 Section 1 Chairman’s statement 7 Section 2 Chief Executive’s review 9 Strategic report Section 3 Overview A snapshot of our performance against our KPIs 12 Performance headlines 13 Section 4 Making our network safer 14 Section 5 Improving customer service Customer satisfaction 17 A better maintained network 19 A free-flowing network 22 An accessible and