Hughes – HERTFORDSHIRES APPROACH TO PASSENGER TRANSPORT INFORMATION 1993

Description

This paper reviews Hertfordshire County Council’s approach to providing passenger transport information. Grounded in the Transport Act 1985, the Council accepts responsibility to publicise and promote all services—commercial and contracted—because operator-produced information is fragmented and inconsistent. Hertfordshire aims to be the county’s comprehensive, impartial source, emphasising quality, reliability and customer care (supported by a Charter Mark). Operational challenges include frequent service changes, limited staff and finances, and fragmented roadside ownership. The Council therefore uses contractors for publications and merchandising, producing Area Travel Guides (four areas, twice yearly), route leaflets, a monthly Passenger Transport Update, an annual Network Map, roadside timetables and interchange information boards. Traveline provides a high‑profile telephone enquiry and complaints service (35,000 calls/year) and trials computerised enquiry terminals in libraries. Distribution was improved via a merchandising contract, increasing outlets by 50%. Planned market research will inform future work. Conclusions stress the Council’s central role, the need for varied formats, high quality and promotion of passenger transport, while acknowledging ongoing improvement is required.