Case Study: Highways England reduces disruption on the Severn Crossing with PA Consulting

Reducing disruption for road users during complex changes on the Severn Crossing

Highways England worked with PA Consulting to manage two major changes on the Severn Crossing between England and Wales: transferring bridge, tolling, operations and maintenance from private to public control, and then removing tolling infrastructure altogether. The challenge was to keep traffic flowing on one of the UK’s busiest road routes while handling severe time constraints, complex stakeholder demands, and aging systems that risked failure during transition.

PA Consulting provided project management, business design, procurement, and business transformation support to move assets, staff, IT, and tolling technology smoothly, close out a £1 billion PPP, and procure 60+ future contracts. PA Consulting also helped shut down 34,000 TAG accounts, issue refunds, and deliver a communications campaign. The result was a smooth transition with minimal disruption, the successful end of tolls, and benefits including savings of up to £1,400 per year for road users and a £100 million boost to the Welsh economy.

Highways England

Elliot Shaw

Strategy & Planning Executive Director