1 511 Services “Hit the Road” Kentucky Florida Nebraska Minnesota San Francisco Iowa.

1

511 Services “Hit the Road”511 Services “Hit the Road”

KentuckyKentucky FloridaFlorida

NebraskaNebraska

MinnesotaMinnesota

San FranciscoSan Francisco

IowaIowa

2

AgendaAgenda

• BackgroundBackground• Consumer Market Research Consumer Market Research • 511 Deployment Progress511 Deployment Progress• Performance Measures for 511 Performance Measures for 511 • 511’s Future511’s Future• Wrap-upWrap-up

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BackgroundBackground

• March 1999 – March 1999 – US DOT’s N11 US DOT’s N11 Petition to FCC Petition to FCC

• July 2000 – FCC July 2000 – FCC designated 511 designated 511

• 2005 – FCC will 2005 – FCC will review progress review progress in implementing in implementing 511511

4

BackgroundBackground

• 511 Deployment Coalition511 Deployment Coalition – Policy and deployment guidance in an Policy and deployment guidance in an

entrepreneurial and institutional home.entrepreneurial and institutional home.• Led by AASHTO and includes ITS America, Led by AASHTO and includes ITS America,

APTA, states, metro areas, transit properties, APTA, states, metro areas, transit properties, associations, private sector providers, associations, private sector providers, telecommunicationstelecommunications

• Support from US DOTSupport from US DOT

– Goal Statement: Goal Statement: “The establishment “The establishment of a national 511 system available of a national 511 system available to a majority of Americans by 2005 to a majority of Americans by 2005 that is sustainable and provides that is sustainable and provides value to its users.”value to its users.”

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Gallup ResearchGallup Research

• Conducted surveys (August - October 2001)Conducted surveys (August - October 2001)– National Telephone SurveyNational Telephone Survey– Mail-in Survey of Landstar Long-haul DriversMail-in Survey of Landstar Long-haul Drivers

• AudienceAudience– Commuters / Through Travelers – 920Commuters / Through Travelers – 920– Commercial Vehicle Operators – 131Commercial Vehicle Operators – 131– Long-haul CVO – 42Long-haul CVO – 42

• Conducted focus groups (November 2001)Conducted focus groups (November 2001)– PhiladelphiaPhiladelphia– Minneapolis / St. PaulMinneapolis / St. Paul– Lincoln, NELincoln, NE– Los AngelesLos Angeles

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DemographicsDemographics

• South – 35%South – 35%• Midwest – 23%Midwest – 23%• West – 22%West – 22%• Northeast – 20%Northeast – 20%

• Suburban – 50%Suburban – 50%• Urban – 28%Urban – 28%• Rural – 22%Rural – 22%

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ModesModes

• Motor Vehicle Only – 79%Motor Vehicle Only – 79%

• Transit 20%Transit 20%– Rail, No Bus – 7%Rail, No Bus – 7%– Bus & Rail – 7%Bus & Rail – 7%– Bus, No Rail – 6%Bus, No Rail – 6%

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AwarenessAwareness

Awareness of Automated Telephone Traveler Information Awareness of Automated Telephone Traveler Information SystemsSystems

0%

10%

20%

30%

40%

50%

60%

70%

Northeast Midwest South West

ATIS Awareness 511 Awareness

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Information SourcesInformation Sources

• Television – 72%Television – 72%• Radio – 70%Radio – 70%• Internet – 40%Internet – 40%

• Telephone System – 20%Telephone System – 20%– 34% of Bus Users Have Called34% of Bus Users Have Called– 34% of Those in the West Have 34% of Those in the West Have

CalledCalled

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Likelihood of Using 511Likelihood of Using 511

• Extremely or Somewhat Likely to Extremely or Somewhat Likely to Use 511Use 511– Long-haul CVO – 74% Long-haul CVO – 74% – Telephone System User – 72%Telephone System User – 72%– Internet User – 71%Internet User – 71%– CVO – 68%CVO – 68%– Radio User – 63%Radio User – 63%– 5+ Trips of 50+ Miles – 63%5+ Trips of 50+ Miles – 63%– Television User – 62%Television User – 62%– Through Travelers – 61%Through Travelers – 61%– Commuters – 58%Commuters – 58%– 1 - 4 Trips of 50+ Miles – 56%1 - 4 Trips of 50+ Miles – 56%– No Trips of 50+ Miles – 45%No Trips of 50+ Miles – 45%

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Estimated UseEstimated Use

• CVO – 61% Daily or WeeklyCVO – 61% Daily or Weekly• Long-haul CVO – 57% Daily or WeeklyLong-haul CVO – 57% Daily or Weekly• Daily or Weekly & Few Times a Month Daily or Weekly & Few Times a Month

– 54%– 54%– Daily or Weekly – 25% of TOTALDaily or Weekly – 25% of TOTAL– Few Times a Month – 29% of TOTALFew Times a Month – 29% of TOTAL

• Commute of 30+ Minutes – 43% Daily Commute of 30+ Minutes – 43% Daily or Weeklyor Weekly

• Northeast – 35% Daily or WeeklyNortheast – 35% Daily or Weekly• Commute of 16 - 30 Minutes – 29% Commute of 16 - 30 Minutes – 29%

Daily or WeeklyDaily or Weekly• Commute of 15 Minutes or Less – 24% Commute of 15 Minutes or Less – 24%

Daily or WeeklyDaily or Weekly

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Desired FeaturesDesired Features

Public Transportation UsersPublic Transportation Users

• Public Transportation Delays – 70%Public Transportation Delays – 70%

25% Critical 45% Useful

• Travel Time Estimates – 65%Travel Time Estimates – 65%23% Critical 42% Useful

• Connection to Live Operator – 63%Connection to Live Operator – 63%17% Critical 46% Useful

• Crowded Trains or Buses – 51%Crowded Trains or Buses – 51%15% Critical 36% Useful

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Desired FeaturesDesired Features

Motor Vehicle UsersMotor Vehicle Users

• Weather Related Road Surface Weather Related Road Surface Conditions – 78%Conditions – 78%40% Critical 38% Useful

• Accident or Road Incident Reports – 75%Accident or Road Incident Reports – 75%28% Critical 47% Useful

• Construction Updates – 74%Construction Updates – 74%26% Critical 48% Useful

• Traffic Congestion – Freeways – 69%Traffic Congestion – Freeways – 69%24% Critical 45% Useful

• Special Events – 69%Special Events – 69%19% Critical 50% Useful

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Desired FeaturesDesired Features

Motor Vehicle UsersMotor Vehicle Users

• Traffic Congestion – Arterials – 64%Traffic Congestion – Arterials – 64%17% Critical 47% Useful

• Average Travel Time Estimates – 60%Average Travel Time Estimates – 60%11% Critical 49% Useful

• Average Speed Estimates – 50%Average Speed Estimates – 50%9% Critical 41% Useful

• Parking Information – 44%Parking Information – 44%8% Critical 36% Useful

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Desired FeaturesDesired Features

• Consistency Critical forConsistency Critical for

– Long-haul CVO – 53% Long-haul CVO – 53%

– Extremely Likely Users – 51% Extremely Likely Users – 51%

• 68% of Extremely Likely 68% of Extremely Likely Users Want Speech Users Want Speech RecognitionRecognition

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511 Effects Change511 Effects Change

TotalTotal• 89% Would Change Their Time of Departure89% Would Change Their Time of Departure• 77% Would Change Their Travel Route77% Would Change Their Travel Route

Transit UsersTransit Users• 98% of Rail Users Would Change Their Time 98% of Rail Users Would Change Their Time

of Departure of Departure • 90% of Rail Users Would Change Their 90% of Rail Users Would Change Their

Travel Route Travel Route • 50% of Bus Riders Would Use Another Mode50% of Bus Riders Would Use Another Mode• 44% of Rail Users Would Use Another Mode44% of Rail Users Would Use Another Mode

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Focus Group Key Focus Group Key FindingsFindings

““We Do Not Have We Do Not Have Someone Who is Someone Who is Responsible for Responsible for

Gathering All That Gathering All That Information”Information”

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Focus Group Key Focus Group Key FindingsFindings

• What if I Am Not Traveling What if I Am Not Traveling Out of My Area – It is Not Out of My Area – It is Not Traveler Information? Traveler Information?

• Traveler Information Does Traveler Information Does Not Equate With Your Own Not Equate With Your Own City – Think Traveling Down City – Think Traveling Down the Highway Like a Touristthe Highway Like a Tourist

• TRAVEL InformationTRAVEL Information

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Red FlagRed Flag

• If They Used 511 and Found the If They Used 511 and Found the Information to be Inaccurate in Their Information to be Inaccurate in Their First Few Uses, They Would be Unlikely First Few Uses, They Would be Unlikely to Give the Service Another Chance. If to Give the Service Another Chance. If 511 is Deployed With Only Limited 511 is Deployed With Only Limited Features (Such as Weather / Road Features (Such as Weather / Road Conditions) When Users Also Want Conditions) When Users Also Want Accident and Congestion Reporting and Accident and Congestion Reporting and They Find the Service Lacking, it may be They Find the Service Lacking, it may be Difficult to Get These Users to Try the Difficult to Get These Users to Try the System Later Once Additional System Later Once Additional Information is Available.Information is Available.

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BackgroundBackground

• 511 Deployment Coalition511 Deployment Coalition – Developed A Vision of a Mature 511 System and Developed A Vision of a Mature 511 System and

the Roles of Players to Make the Vision Realitythe Roles of Players to Make the Vision Reality• Examining two time periodsExamining two time periods

– 2005 & 20102005 & 2010

• Performance IndicatorsPerformance Indicators– Brand awarenessBrand awareness– Customer satisfactionCustomer satisfaction

» Information qualityInformation quality» Service qualityService quality» UsageUsage

– Population CoveragePopulation Coverage

• Roles to Achieve VisionRoles to Achieve Vision– National Level National Level – ImplementersImplementers– Private FirmsPrivate Firms

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BackgroundBackground

• 511 Deployment Coalition511 Deployment Coalition– Objectives and OutcomesObjectives and Outcomes

• Continue to support and assist Continue to support and assist implementers and operators, planners and implementers and operators, planners and later adopters by:later adopters by:

– 511 Vision Model and Roadmap511 Vision Model and Roadmap– Issue Exploration and ResolutionIssue Exploration and Resolution– Deployers AssistanceDeployers Assistance– Guidelines UpdatesGuidelines Updates– Marketing and OutreachMarketing and Outreach

• Continue to ensure national interest is Continue to ensure national interest is served by:served by:

– 511 Vision Model and Roadmap511 Vision Model and Roadmap– Guidelines UpdatesGuidelines Updates– Marketing and OutreachMarketing and Outreach

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BackgroundBackground

• 511 Deployment Coalition511 Deployment Coalition– Objectives and OutcomesObjectives and Outcomes

• Increase private sector participation by:Increase private sector participation by:– Including carriersIncluding carriers– Fall 2003 conference Fall 2003 conference

• Establish stable Coalition framework Establish stable Coalition framework through 2005 by:through 2005 by:

– Institutionalizing the Coalition into Institutionalizing the Coalition into Sponsoring OrganizationsSponsoring Organizations

• Set path for sponsoring organizations to Set path for sponsoring organizations to take more ownershiptake more ownership

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511 Operational 511 Operational DeploymentsDeployments

• Cincinnati / Cincinnati / Northern KYNorthern KY

• NebraskaNebraska• UtahUtah• I-81 Corridor in I-81 Corridor in

VirginiaVirginia• ArizonaArizona• OrlandoOrlando• MinnesotaMinnesota

• SE FloridaSE Florida• Washington State (25%)Washington State (25%)• IowaIowa• South DakotaSouth Dakota• Kentucky StatewideKentucky Statewide• San FranciscoSan Francisco• Montana Montana • North DakotaNorth Dakota

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511 Deployment Progress511 Deployment Progress

• 20032003

– Nevada Nevada – KansasKansas– New Mexico New Mexico – Maine Maine – New Hampshire New Hampshire – Boston Boston – AlaskaAlaska– IllinoisIllinois– North CarolinaNorth Carolina– TampaTampa– Washington State Washington State

(rest of the state)(rest of the state)

• 2004 2004 – Michigan Michigan – Florida Florida – VirginiaVirginia

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Performance MeasuresPerformance Measuresfor 511for 511

• Tracked NationallyTracked Nationally– Population Coverage Population Coverage – UsageUsage

• Tracked Locally Tracked Locally – Brand AwarenessBrand Awareness– Customer SatisfactionCustomer Satisfaction

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Performance MeasuresPerformance Measuresfor 511for 511

511 Population Coverage511 Population Coverage• As of February 28, 2003, 511 serves As of February 28, 2003, 511 serves

almost 41 M or 14% of the US almost 41 M or 14% of the US populationpopulation

• Total US Population 284.8MTotal US Population 284.8M

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511 Deployment Progress511 Deployment Progress

0

100000

200000

300000

400000

500000

600000

700000

800000

June,2001

January,2002

August,2002

Calls

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Total 511 Calls per Quarter Total 511 Calls per Quarter From June 2001 through December 2002From June 2001 through December 2002

0

300,000

600,000

900,000

1,200,000

1,500,000

1st

Qtr

2n

d

Qtr

3rd

Qtr

4th

Qtr

Call

s /

Qu

art

er

20012002

29

Usage for Systems Operational > 1 year Usage for Systems Operational > 1 year From June 2001 through December 2002From June 2001 through December 2002

0

100,000

200,000

300,000

400,000

1st

Qtr

2n

d

Qtr

3rd

Qtr

4th

Qtr

Call

s /

Qu

art

er

20012002

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511’s Future511’s Future

• State of Arizona Model Deployment State of Arizona Model Deployment InitiativeInitiative– Announced July 11, 2002 for 2003 Announced July 11, 2002 for 2003

implementationimplementation

• Goal is to push the envelope in all Goal is to push the envelope in all areasareas– Information ContentInformation Content– Telephone System InterfaceTelephone System Interface– MarketingMarketing– Business ModelsBusiness Models– Quality ControlQuality Control– Evaluation: Evaluation: Underway with 511 Working Group Underway with 511 Working Group

participationparticipation

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511’s Future511’s Future

• Border IssuesBorder Issues– How Areas Bordering Other 511 How Areas Bordering Other 511

Systems Will Be Served Systems Will Be Served

511 Coverage Area

Cell Sites

Cell Site

No 511 Coverage

MSC

Cell Site

Cell Site

Cell Site

New MexicoArizona

Cell Site

Cell Site

MSC

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511’s Future511’s Future

• Regional Interoperability IssuesRegional Interoperability Issues

511 Coverage Area A 511 Coverage Area B 511 Coverage Area C

MSC

MSC

MSC

Cell Site

Cell Site

Cell Site

Cell Site

Cell Site

Cell Site

Cell Site

Cell Site

MSC

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511’s Future511’s Future

• Capacity IssuesCapacity Issues– Managing Call Volume SpikesManaging Call Volume Spikes

Calls by Day of the Week in October 2002

0200400600800

100012001400160018002000

Mon

day

Tuesd

ay

Wed

nesd

ay

Thurs

day

Friday

Satur

day

Sunda

y

Calls by Hour in October 2002

0100200300400500600700800

12:0

0 AM

1:00

AM

2:00

AM

3:00

AM

4:00

AM

5:00

AM

6:00

AM

7:00

AM

8:00

AM

9:00

AM

10:0

0 AM

11:0

0 AM

12:0

0 PM

1:00

PM

2:00

PM

3:00

PM

4:00

PM

5:00

PM

6:00

PM

7:00

PM

8:00

PM

9:00

PM

10:0

0 PM

11:0

0 PM

October 2002 Daily Overview

811

467392 369382432

0100200300400500600700800900

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31

Nu

mb

er o

f C

alls

Phone Web

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Wrap-upWrap-up

• Near-term DeliverablesNear-term Deliverables– National Progress ReportNational Progress Report– National Performance Measures National Performance Measures – Deployment Assistance ReportsDeployment Assistance Reports

• Regional InteroperabilityRegional Interoperability• Transit ContentTransit Content• Weather ContentWeather Content• Roadway Content Quality Roadway Content Quality

– Guidelines version 2.0Guidelines version 2.0– February Policy Committee DirectionFebruary Policy Committee Direction

• Guidance on InteroperabilityGuidance on Interoperability• Performance MeasuresPerformance Measures• Funding SustainabilityFunding Sustainability• Private Sector RolePrivate Sector Role

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Wrap-upWrap-up• Resources AvailableResources Available

– 511 Websites511 Websites• http://www.its.dot.gov/511/511.htm• http://www.fhwa.dot.gov/trafficinfo/511.htm • http://www.itsa.org/511.html • www.apta.com/news/511/

– ITS America E-mail AdvisoryITS America E-mail Advisory– Project WebsitesProject Websites– Association WebsitesAssociation Websites

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511 Services Hit the Road511 Services Hit the Road

KentuckyKentucky FloridaFlorida

NebraskaNebraska

MinnesotaMinnesota

San FranciscoSan Francisco

IowaIowa