Final Report

Model Deployment of a Regional,
Multi-Modal 511 Traveler Information System

 

PDF Version 2.13MB

 

Prepared for
U.S. Department of Transportation
ITS Joint Program Office, HOIT-1
Washington, DC 20590

by
Battelle Memorial Institute & University of Arizona

September 30, 2005

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Table of Contents

• Quality Assurance Statement
• Acknowledgments
• EXECUTIVE SUMMARY
  • Key Recommendations to 511 Deployers
  • Description of the Model Deployment
  • Evaluation Approach
  • Results
    • Major Accomplishments
    • Challenges
    • Lessons Learned
    • Hypothesis Testing Results
    • Concluding Observations
• 1.0 INTRODUCTION
  • 1.1 Purpose of this Document
  • 1.2 Overview of the Model Deployment
  • 1.3 Overview of the Evaluation Approach
    • 1.3.1 Evaluation Objectives
    • 1.3.2 Evaluation Phasing
    • 1.3.3 Model Deployment Objectives and Hypotheses
    • 1.3.4 Evaluation Analyses
  • 1.4 Scope and Organization of the Final Report
• 2.0 MODEL DEPLOYMENT CONTEXT AND SYSTEM DESCRIPTION
  • 2.1 Project Content
    • 2.1.1 Arizona's Geographic Context for Traveler Information
    • 2.1.2 Traveler Information Services Prior to the Model Deployment
  • 2.2 511 Model Deployment Enhancements
    • 2.2.1 Planned Features for the Model Deployment
    • 2.2.2 System Features Available for the Evaluation
• 3.0 EVALUATION APPROACH
  • 3.1 Usage Analysis
  • 3.2 User Telephone Survey
    • 3.2.1 Creating the Intercept Function
    • 3.2.2 The Sampling Plan
  • 3.3 Stakeholder Interviews and Workshops
  • 3.4 Cost Data
• 4.0 USAGE PATTERNS
  • 4.1 General Usage Patterns
    • 4.1.1 Call Volumes
    • 4.1.2 Call Frequency and Repeat Callers
    • 4.1.3 Call Durations
    • 4.1.4 Wireless Versus Wireline
    • 4.1.5 Call Geographic Location
    • 4.1.6 Handoffs and Transfers
    • 4.1.7 Line Utilization
    • 4.1.8 Contents Accessed
    • 4.1.9 Unrecognized Caller Inputs
  • 4.2 Usage During Special Occasions
    • 4.2.1 Usage During Transition to Enhanced 511
    • 4.2.2 Marketing Campaign Using Dynamic Message Signs
    • 4.2.3 Wildfires
    • 4.2.4 Major Snows
    • 4.2.5 Major Crash
  • 4.3 Conclusions
• 5.0 511 USERS AND USER PERSPECTIVES
  • 5.1 Frequency of Use of 511
  • 5.2 Who Uses 511?
  • 5.3 Occasion of Use and Type of Phone Used
  • 5.4 Content Selected
  • 5.5 Satisfaction with 511 Service
    • 5.5.1 Satisfaction with Information for the Trip Taken
    • 5.5.2 Repeat Callers Satisfaction with 511
    • 5.5.3 Comparison of 511 to Radio Reports
    • 5.5.4 Willingness to Use Service Again and Recommend to Friends
  • 5.6 Benefits and Impacts of Using 511
    • 5.6.1 Impact of 511 on Travel Decisions
  • 5.7 Customer Experience with the 511 User Interface
    • 5.7.1 Voice Recognition Feature
  • 5.8 Potential Improvements to 511
  • 5.9 Conclusions
• 6.0 TESTING THE HYPOTHESES
• 7.0 THE ENHANCEMENT PROCESS
  • 7.1 Overview of the Enhancement Process
  • 7.2 Enhancement Process Findings
    • 7.2.1 General Management, Deployment, and Operations Issues
    • 7.2.2 Successes
    • 7.2.3 Challenges and Unresolved Issues
    • 7.2.4 Overall Lessons Learned
    • 7.2.5 Next Steps for Arizona 511
  • 7.3 Conclusions
• 8.0 COST ANALYSIS
  • 8.1 Model Deployment Costs
  • 8.2 Comparisons to Pre-Enhancement Costs
  • 8.3 Conclusions
• 9.0 CONCLUSIONS
  • 9.1 Performance of the Model Deployment and Accomplishment of National Objectives
    • 9.1.1 Innovation and Quality
    • 9.1.2 User Interface
    • 9.1.3 Information Content
  • 9.2 The Enhancement Process
    • 9.2.1 Overall Effectiveness
    • 9.2.2 Specific Issues
  • 9.3 Suggested Improvements to the Arizona 511 System
  • 9.4 Lessons Learned of National Significance
    • 9.4.1 Enhancement Process and Cost-Related Conclusions
    • 9.4.2 Usage and Survey Analysis-Related Conclusions

List of Appendices

• Appendix A. Background on the Highway Condition and Reporting System
• Appendix B. Sample Weights
• Appendix C. User Survey Results by Question

List of Tables

• Table ES-1. Model Deployment Enhancements and Status
• Table ES-2. Evaluation Results for Key Hypothesized Impacts
• Table 1-1. Evaluation Phasing and Milestones
• Table 1-2. Evaluation Tests
• Table 1-3. Evaluation Lead and Support Roles by Evaluation Activity
• Table 2-1. Planned Model Deployment Enhancements
• Table 2-2. Model Deployment Enhancements and Status
• Table 2-3. Input Sources for New Data Types
• Table 2-4. HCRS Entries by Organization
• Table 2-5. HCRS Entries by Type
• Table 3-1. Distribution of Intercept Attempts by Disposition Category
• Table 3-2. 511 Stakeholder Participation in Evaluation Interviews and Workshops
• Table 4-1. Frequency of Calls
• Table 4-2. Percentage of New Callers (Post-Enhancement)
• Table 4-3. Location of Call Origin
• Table 4-4. Call Hand-Offs
• Table 4-5. Contents Accessed by Category (Post-Enhancement)
• Table 4-6. Roadways Accessed (Post-Enhancement)
• Table 4-7. Quick Report Accessed (Post-Enhancement)
• Table 4-8. Percentage of Requests with Errors in Post-Enhancement Period
• Table 4-9. Percentage of Errors by Menu Location
• Table 4-10. Percentage of 511 Calls Encountering Interface-Related Errors by Month
• Table 4-11. Requests for Wildfire-Impacted Roadways
• Table 4-12. 2004 Major Snow Storms
• Table 4-13. Requests for Major Snow-Impacted Roadways
• Table 5-1. How Respondents First Became Aware of Arizona's 511 Service
• Table 5-2. Residence of Callers at the Time of the Survey
• Table 5-3. Socio-Economic Characteristics of 511 Callers
• Table 5-4. Respondent's Location When 511 Call Was Placed (n=411)
• Table 5-5. When Respondents Place Calls to 511 (n=411)
• Table 5-6. Type of Phone Used to Access 511 for the Surveyed Trip
• Table 5-7. Menu Selections by Callers for the Surveyed Trip
• Table 5-8. Roads for Which Callers Requested Information
• Table 5-9. Satisfaction with Quality of Information Received for This Trip
• Table 5-10. Repeat Callers' Satisfaction with Quality of Information Received for All Calls to 511
• Table 5-11. Expectation about Being Likely to Phone 511 Again and Recommend to a Friend
• Table 5-12. Benefits of Using 511
• Table 5-13. Changes Made to Travel as a Result of 511 Information for This Trip
• Table 5-14. Repeat Callers' Reactions to Aspects of User Interface
• Table 5-15. Callers' Satisfaction with Method of Making Menu Selections
• Table 5-16. Reasons for Dissatisfaction with Voice Recognition Feature
• Table 5-17. Circumstances of Problems with Voice Recognition
• Table 5-18. Potential Improvements to 511
• Table 5-19. Types of Improvements Volunteered by 511 Callers
• Table 6-1. Hypothesis Testing Results ("Key" hypotheses are shown in bold type)
• Table 7-1. Organization of Enhancement Process Findings
• Table 8-1. ADOT Model Deployment "Projects" vs. "Enhancements"
• Table 8-2. 511 Model Deployment Costs
• Table 8-3. ADOT Staff Hours Detail
• Table 8-4. Comparison of Previous and Model Deployment Capital (Non-Recurring) Costs
• Table 8-5. Comparison of Previous and Model Deployment Annual Operations Costs
• Table A-1. ITIS Categories Used in HCRS Event Entries and Example ITIS Descriptions

List of Figures

• Figure ES-1. 511 Marketing via Dynamic Message Sign
• Figure ES-2. Monthly Call Volumes
• Figure ES-3. Percent of Callers by How Long Ago They First Used 511 (n=404)
• Figure 2-1. Location Map
• Figure 2-2. Pre-Enhanced ADOT 511 System Menu Structure
• Figure 2-3. Pre-Enhanced ADOT 511 System Diagram
• Figure 2-4. ADOT Traveler Information Web Site Main Page
• Figure 2-5. ADOT Web Site Freeway Conditions Map
• Figure 2-6. ADOT Web Site Statewide Traveler Information Map
• Figure 2-7. Tele Atlas/Metro Networks Phoenix Region Traveler Information Map
• Figure 2-8. Travel Advisory News Network Phoenix Region Traveler Information Map
• Figure 2-9. Post-Enhanced Menu System
• Figure 2-10. Transit Portion of Post-Enhanced Menu System
• Figure 2-11. HCRS Entries by Organization as Percent of Total Entries
• Figure 2-12. HCRS Entries by Type (Entry Code) as Percent of Total Entries
• Figure 3-1. High-Level 511 System Configuration in Support of Call Intercept
• Figure 4-1. Post-Enhancement Daily Call Volumes
• Figure 4-2. Monthly Call Volumes
• Figure 4-3. Percentage of Call Volumes by Day of Week
• Figure 4-4. Hourly Call Distributions During Weekday (Post-enhancement)
• Figure 4-5. Hourly Call Distributions on Friday (Post-enhancement)
• Figure 4-6. Hourly Call Distributions on Saturday (Post-enhancement)
• Figure 4-7. Hourly Call Distributions on Sunday (Post-enhancement)
• Figure 4-8. Call Frequency by Month (Post-Enhancement)
• Figure 4-9. Call Durations (Post-Enhancement)
• Figure 4-10. Percentage of Wireless Calls by Month
• Figure 4-11. 511 System Line Utilization (Post-Enhancement)
• Figure 4-12. Call Volumes at Transition to Enhanced 511 System
• Figure 4-13. Picture of 511 Marketing Campaign via Dynamic Message Sign
• Figure 4-14. Call Volumes During DMS Marketing Campaign
• Figure 4-15. Percentage of Calls by Time of Day During DMS Marketing Campaign
• Figure 4-16. 511 Usage Spikes Correlated with Major Snows
• Figure 4-17. Call Volumes During Major Traffic Incident in Phoenix
• Figure 5-1. Percent of Callers by How Long Ago They First Used 511 (n=404)
• Figure 5-2. Percent of Repeat Callers by Number of Calls Made to 511 in Last Month (n=277)
• Figure 5-3. Percent of Callers by Age Group
• Figure 5-4. Callers by Purpose of Trip When Called 511 (n=378)
• Figure 5-5. Mode of Travel of Trip (n=382)
• Figure 5-6. Repeat Callers' Comparison of 511 and Radio Traffic Reports
• Figure 7-1. Enhancement Process Timeline
• Figure B-1. Box-and-Whisker Plot of Response Rates by Day-of-Week (mean indicated by "+")
• Figure B-2. Distribution of 511 Calls and Completed Interviews by Day-of-Week
• Figure B-3. Distribution of 511 Calls and Completed Interviews by Time-of-Day

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