Hughes – HERTFORDSHIRES APPROACH TO PASSENGER TRANSPORT INFORMATION 1992

Description

This paper outlines Hertfordshire County Council’s strategy for passenger transport information, grounded in Section 63 of the Transport Act 1985 which empowers local authorities to publicise and promote services. Faced with fragmented provision from over 40 operators, inconsistent publicity and varied ownership of stops, the Council positions itself as the comprehensive information provider while encouraging operator involvement. With an annual publicity budget of ~£200,000 and use of contractors, Hertfordshire delivers multi‑media information tailored to diverse users: twice‑yearly Area Travel Guides, route leaflets, a monthly Passenger Transport Update, high‑quality maps, roadside timetables and interchange information, and the Traveline telephone service (35,000 calls/year) with plans for expansion. It is trialing computer enquiry systems and improved distribution via a merchandising contractor, which increased outlet coverage and stock control. Committed to customer care and continuous improvement (Charter Mark), the Council emphasizes promotion as well as publicity, the need for varied formats, and the primacy of quality and reliability.