7.0 Commercial Vehicle Operator Interviews
This analysis considered commercial vehicle operator (CVO) perspectives on the RWIDS webpage and on the Road Report website and traveler information overall. Commercial vehicle operators were addressed in a separate analysis because they constitute an important subset of the traveler information user base and may have unique needs and perspectives. Commercial vehicle operator input was collected through telephone interviews. This section presents the methodology, results, and conclusions associated with the CVO interviews.
7.1 Methodology
A target of 25 completed interviews was established by the evaluation team, a number that could be supported with available resources and which was thought could encompass a reasonable range of operator characteristics and perspectives. A list of potential CVO interviewees was developed with the assistance of the Idaho Transportation Department and the Idaho Trucking Association (ITA). The ITA provided their membership list, which included approximately
156 commercial carriers. That list included a wide range of operators, from single vehicle local operators to multi-state operators of very large vehicle fleets. The types of vehicles operated by these carriers range from small delivery trucks and vans to semi-tractor combinations. The ITA membership list included operators based in Idaho as well as carriers based in other states but which operate in Idaho.
In an initial attempt to narrow down the list of potential interviewees, the ITA identified
26 carriers that they felt would be most likely to have useful perspectives on the Road Report website (including the RWIDS webpage) and traveler information in general. These consisted of carriers that ITA believed, based on personal familiarity, to be most willing to participate and have perspectives to contribute.
Several attempts were made to contact each of the 26 carriers. When it became clear that this initial list was unlikely to yield more than a half dozen or so interviews, the evaluation team identified an additional 50 carriers from the ITA membership list as candidates. An attempt was made to identify a mix of small, medium, and larger firms.
A total of 22 interviews with representatives of 22 different carriers were completed. In nearly all cases the interviews were conducted with dispatch or other office staff who provide traveler information to the vehicle operators and are generally familiar with operators’ needs and preferences. All were conducted by telephone in September and October of 2004.
A questionnaire was developed to facilitate the interviews and was provided to the interviewees in advance. The questionnaire included three main areas of inquiry:
- Operator profiles – Information on the interviewee and their organization, including the size of the operation, service area, type of cargo, and types of vehicles operated.
- General traveler information strategies – Types of information consulted, frequency of use, use of the information by vehicle operators (role in decision making), satisfaction levels, and suggested improvements.
- ITD traveler information utilization – Use of the Road Report phone line and website (including the RWIDS webpage), frequency of use, type of information consulted, satisfaction, benefits, and suggestions.
7.2 Results
7.2.1 Operator Profiles
As indicated in Table 7-1, the 22 interviewees represented operations of varying sizes, from a few vehicles to more than 30. The largest carriers interviewed operate over 200 semi-tractors.
| Size |
Number of Vehicles |
Number of Interviewees |
|---|---|---|
Large |
More than 30 |
10 |
Medium |
10 to 30 |
8 |
Small |
Less than 10 |
4 |
Total |
|
22 |
Most of the medium and large carriers operate in between 7 and 11 western states, including Idaho, Colorado, Utah, Montana, Washington, Nebraska, Oregon, Arizona, Nevada, Wyoming, and California. Some of the large carriers provide service nationwide. The small carriers generally provide service either only in Idaho or Idaho plus a few neighboring states. Most of the carriers that were interviewed operate semi-tractor trailers, that is, “18-wheel” units.
In seeking the specific interviewees, the objective was to speak with office employees who have a good overall understanding of how road weather information is used throughout the organization, or dispatchers who personally consult information sources and are aware of vehicle operator perspectives. Few of the 22 interviewees identified themselves by title as “dispatchers”, but nearly all of them either participated in obtaining and disseminating traveler information or were aware of overall traveler information strategies and issues. Many of the interviewees identified themselves as General Manager, President, Director of Operations, Director of Safety, and the like.
7.2.2 General Traveler Information Strategies
Information Sources and Frequency of Use
All of the interviewees indicated that their organizations do utilize traveler information. A variety of sources are consulted, including Internet websites (mostly operated by State Departments of Transportation), telephone information systems (mostly operated by State Departments of Transportation), commercial radio and television reports, and reports from drivers in the field. In this area of questioning, interviewees were asked only open-ended questions about sources consulted; the ITD Road Report was not mentioned. However, many interviewees referenced the Road Report website or phone number. Information is consulted both by dispatchers and by the individual drivers. In the case of drivers, sources are typically limited to CB radio (other drivers), commercial radio, contacting dispatch, and roadside dynamic message signs. For the most part interviewees consult road-weather information frequently during the winter months, several times a week or even multiple times a day. Neither information sources nor frequency of use varied markedly according to the size of the interviewee’s organization.
Drivers’ Utilization of Traveler Information
Most drivers are not free to make route or schedule changes autonomously based on road or weather conditions. Typically they must receive approval from dispatch. However, in the case of the four small operators, drivers appear to have more autonomy.
Drivers often modify their travel plans or driving behavior based on road-weather information. The most common strategy is to delay the trip (60 percent), followed by changing routes
(46 percent), pulling over to wait out bad conditions (33 percent), being more alert to conditions (27 percent), and departing earlier (7 percent). None of the interviewees reported that changes in vehicles are made in response to road-weather conditions.
Satisfaction and Suggested Improvements
Most of the interviewees were generally satisfied with the type of information available. Many interviewees identified camera images as especially useful. Suggestions focused on the need for more frequent updating of information, more cameras, more dynamic message signs (and less general interest information, e.g., Amber Alerts), more detailed information for specific locations, plow status for specific roads, and subscription e-mail alerts for specific roads.
7.2.3 ITD Traveler Information Utilization
Usage of the Road Report Webpage
Fifteen (68 percent) of the 22 carriers have used the ITD Road Report website. Based on their responses to open-ended questions about information sources (Section 7.2.2) many of the carriers also utilize the Road Report phone system.
Most (68 percent) of the Road Report users consult the website at least once a day. Information is both “pushed” to drivers from dispatchers and “pulled” by drivers from the dispatchers. That is, dispatchers often check conditions and contact impacted drivers proactively, and drivers often contact dispatchers to seek out particular information.
Information Accessed
Interviewees were asked what type of information they most often seek on the Road Report and were asked specifically about each of the major types of information on the RWIDS webpage. In answer to the more general question, 17 (77 percent) of the interviewees indicated that they seek out information on road closures. That information is available on the traditional Road Report homepage and is available as an individual menu item on the RWIDS webpage.
About 45 percent (10) of the 22 interviewees utilize the RWIDS webpage. Utilization of the various specific types of RWIDS information is summarized in Figure 7-1. CVO users are interested in the most basic information on road conditions. The most popular type of information is road closures. A little over one-third (36 percent) of the interviewees have consulted that type of information. The second most commonly viewed RWIDS data types are camera images and NWS watches and warnings; both consulted by about 20 percent of the interviewees. Other data types of interest include weather (current and NWS forecasts), at about 15 percent, and satellite images, at around 10 percent. None of the interviewees reported viewing information on pavement conditions, avalanche alerts, wind conditions, or pressure.
Satisfaction
All 15 of the CVO interviewees who have used the Road Report website are generally satisfied with it in terms of accessibility, quality, and the type of information available. The average rating of the website was 8.2 on a scale 10. Representative of some of the more satisfied users, one interviewee stated “Please keep up the good work; your Road Report helps make our highways safe.”
Suggested Improvements
Many interviewees had no specific suggestions for how to improve the Road Report. Those that did focused on the same issues referenced in the discussion of traveler information sources in general:
- More frequent information updates.
- More cameras at key locations, including Island Park, Henry’s Lake, Monida and Ashton (all in Idaho).
- Automatic e-mail alerts, including specific road information.
- More dynamic message signs and more messages pertaining to road and weather conditions.
Figure 7–1. CVO Use of RWIDS Data
7.3 Conclusions
- Commercial trucking companies use traveler information routinely and have specific expectations and opinions. Nearly all of the interviewees regularly used one or more sources of information and most were aware of the Road Report. Many also had very specific opinions about how traveler information could be improved, most commonly that traditional Road Report information be updated more frequently and that more cameras be installed.
- Traveler information utilization and preferences appear similar to the general travel audience. Generally, commercial trucking companies appear interested in the same types of information as the general traveling public.
- There is interest in RWIDS information. Many (47 percent) of the interviewees are familiar with the RWIDS portion of the Road Report and utilize several types of RWIDS information. It isn’t just the “traditional” Road Report information that is of interest. Thus it appears that the addition of the RWIDS information represents an enhancement of the Road Report website.
- The CVO target audience includes both dispatch staff and individual drivers. Most interviewees indicated that both individual drivers as well as dispatchers seek out traveler information. Understandably, the sources of information tend to vary among these groups. In addition to relayed information from dispatchers, drivers rely on convenient “in-cab” sources like commercial radio and CB radio, and roadside sources like dynamic message signs. Dispatchers utilize websites and telephone information systems heavily and also rely on commercial radio and television reports.
- Most of the interviewees are satisfied with the Road Report. Although many interviewees had suggestions for improvements, most were generally satisfied with the Road Report traveler information, including the RWIDS data.
- Data updating is a key concern. The most common suggestion for improvement—and the reason for dissatisfaction among the relatively few interviewees—was that information should be updated more frequently. They did not specify either the traditional Road Report or RWIDS information in particular. However, the suggestion of “once an hour” updates made by one interviewee suggests that part of the concern is with the traditional Road Report information. That information is currently updated only a few times a day, whereas the RWIDS data (assuming all of the individual reporting stations are working) updates every 30 minutes.
- Cameras are very popular and more are desired. Consistent with the input from ITD headquarters staff and maintenance personnel indicating that cameras are very popular with travelers in general, many CVO interviewees singled out cameras as especially useful. Additional cameras are desired.
- Interest in RWIDS data is greatest for the most basic information. The CVO interviewees were not at all interested in some of the more specific data on the RWIDS webpage. For example, none of them reported viewing information on pressure. They are most interested in the fundamental information: which roads are closed and what’s the basic weather situation? The latter they gather from cameras, current and forecasted weather, and satellite images. Somewhat surprisingly, none of the interviewees expressed any interest in pavement data or wind speed and direction information that can be displayed on the RWIDS homepage weather map. Presumably, pavement condition and winds would be of interest. It may be that pavement data is too discrete to be of use, lacking any specific advisory information. The same may be true of wind information. Rather than seeing direction and speed at individual reporting stations, trucking companies may be more interested in high wind advisories for specific roadways. That is, in the case of both types of data, they may not be willing to draw conclusions based on a review of individual data.