HW Martin (Traffic Management) Is proud to have contributed to the success of the National Highways Customer Business Priority Group – Frontline Training Task and Finish Group which was Highly Commended for Team of the Year at the Highways Magazine Awards 2025.
This prestigious recognition highlights the strengths of collaboration between National Highways and its supply chain partners in the customer delivery space, who came together to deliver meaningful change for frontline operatives and the millions of road users who use the strategic road network every day.
The Frontline Training Task and Finish Group was established under National Highways’ Customer Business Priority Group (part of the Collaboration Board) to embed customer-focused thinking at every stage of network design and delivery. The group included representatives from across the sector, bringing together Hannah Shires (Ringway), Donna Dind (National Highways), Laura Davis (National Highways), Nicola Waite (National Highways), Joanna Hill (HW Martin), John Haslam (WJ Group), Sally Tyson (WJ Group), Clare Tolhurst (Holciem UK) Steph Smith (Crown Highways), Rachel Long (Atkins), Mark Goslin (Tarmac), Andrew Butterfield (National Highways) and Richard Paddey (Costain) – all of whom played a vital role in shaping and delivering the initiative.
Through the group’s combined expertise and shared commitment to improvement, the partnership:
- Engaged with more than 300 frontline staff across eight organisations.
- Addressed critical issues such as personal safety and incidents of customer abuse.
- Co-created a dedicated training video to place customer experience at the heart of operational delivery.
This video is now played at National Highways Regional Briefings, has been included as Best Practice in Numerous supplier customer inductions, is played as a reception welcome video at key National Highways sites, has been shared through market stalls at the Engagement Council, is included in the SCSS Customer Learning Pathway, and has been embedded in on-boarding for supply chain Customer Maturity model. In total the video has now been viewed over 3,500 times.
HW Martin (Traffic Management) was honoured to play a role in this task-and-finish group, championing best practice, supporting a culture of care and respect, and helping to advance National Highways’ transformation from a network operator to a customer service provider.
Joanna Hill, Group Marketing and Communications Manager, at HW Martin (Traffic Management) Ltd, said:
“It was a privilege to be part of such an inspiring group of people and to contribute to this important project through the National Highways Customer Business Priority Group. The collaboration between client and suppliers was truly rewarding, and the final video marked a critical step forward for customer-centricity in the highways sector. We’ve since helped spread the message further, taking part in a National Highways webinar during National Customer Service Week 2025. The video has now been viewed more than 3,500 times, with an even wider reach. It’s embedded within onboarding for National Highways’ supply chain customer maturity model, features in the Supply Chain Sustainability School’s Customer E-Learning Pathway and is recognised as best practice in many supplier inductions.”
The Highways Excellence Awards celebrate innovation, leadership and achievement across the highways industry, and this commendation demonstrates what can be achieved when clients and suppliers work together towards a shared goal — improving the experience and safety of both roadworkers and road users alike.