TCRP Report 134:

Transit, Call Centers, and 511: A Guide for Decision Makers

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Size: 101 pages, 8.5 x 11

Publication Year:2009

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Authors:
Transportation Research Board
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TRB's Transit Cooperative Research Program (TCRP) Report 134: Transit, Call Centers, and 511: A Guide for Decision Makers explores the operational characteristics of 511 telephone traveler information systems and examines how 511 systems interact with transit system call centers. This ...
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Table of Contents
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Front Matter	i-xi
Summary	1-7	(skim)
1.1 Background	8-8	(skim)
1.3 Research Tasks	9-9	(skim)
2.2 National Inventory of Operational 511 Systems	10-10	(skim)
2.3 Transit Agency Case Studies	11-12	(skim)
2.4 Non-Transit Call Center Interviews	13-13	(skim)
2.6 Transit Rider Focus Group	14-16	(skim)
3.1.1.1 Customer Information Needs and Preferences	17-17	(skim)
3.1.1.2 Information Provided by Transit Agencies	18-18	(skim)
3.1.1.3 Dissemination Methods/Technologies Utilized	19-19	(skim)
3.1.1.4 Matching Dissemination Methods/Technologies with Customer Needs and Preferences	20-21	(skim)
3.1.2.3 Technologies	22-24	(skim)
3.1.2.4 Metrics	25-25	(skim)
3.1.3 Implications of Agency Size and Type	26-27	(skim)
3.2.2 Implications for Transit Agencies	28-28	(skim)
3.3.2.1 Operational 511 Systems	29-29	(skim)
3.3.2.2 Transit Agency Participation in 511 Systems	30-31	(skim)
3.3.3.1 Customer Information and Call Center Approaches	32-32	(skim)
3.3.3.2 Participation in Non-511 Traveler Information Systems	33-33	(skim)
3.3.4 Transit-Related 511 Operating Statistics	34-34	(skim)
3.4 Transit Agency Case Studies	35-35	(skim)
3.4.1.1 Arizona 511	36-37	(skim)
3.4.1.2 El Dorado Transit (Sacramento California, Area)	38-38	(skim)
3.4.1.4 Central Florida Regional Transportation Authority	39-39	(skim)
3.4.1.5 Island Explorer (Bar Harbor, Maine)	40-40	(skim)
3.4.1.7 Charlotte Area Transit (North Carolina)	41-41	(skim)
3.4.1.8 San Diego 511	42-44	(skim)
3.4.1.10 Washington Metropolitan Area Transportation Authority	45-45	(skim)
3.4.1.12 Southeast Florida 511	46-51	(skim)
3.4.1.13 San Francisco Bay Area 511	52-61	(skim)
3.4.2.1 Manchester Transit Authority (New Hampshire)	62-62	(skim)
3.4.2.3 King County Metro Transit (Seattle)	63-63	(skim)
3.4.3.2 Regional Transit District (Denver)	64-64	(skim)
3.4.3.4 Tri-Met (Portland)	65-65	(skim)
3.5.1 Rationale for Transit Content Decisions	66-66	(skim)
3.6 Transit Rider Focus Group	67-67	(skim)
3.6.2 Transit Information on 511	68-69	(skim)
4.1.1.1 National Overview of 511 Systems and Transit Participation	70-70	(skim)
4.1.1.3 Transit Rationale for Participation/Non-Participation in 511	71-71	(skim)
4.1.1.4 Impacts of 511 Participation on Transit Agencies	72-73	(skim)
4.1.2.1 Buy-In on 511 as a Multimodal Resource	74-74	(skim)
4.1.3.2 Transit Information on 511	75-75	(skim)
4.1.4.1 The Role of the Telephone in Transit Customer Information	76-76	(skim)
4.2.1.1 General Recommendations on the Applicability of Basic and Additional Transit Information on 511	77-77	(skim)
4.2.1.2 Basic Transit Information	78-78	(skim)
4.2.2.1 Consider Greater Utilization of Proven, Advanced Technologies and Techniques	79-80	(skim)
4.3 Plan for Implementing the Research Findings	81-82	(skim)
References	83-84	(skim)
Appendix A - Transit Agency Interview Questionnaire	85-87	(skim)
Appendix B - Transit Rider Focus Group Discussion Guide	88-89	(skim)
Abbreviations used without definitions in TRB publications	90-90	(skim)

Description

TRB's Transit Cooperative Research Program (TCRP) Report 134: Transit, Call Centers, and 511: A Guide for Decision Makers explores the operational characteristics of 511 telephone traveler information systems and examines how 511 systems interact with transit system call centers. This report inventories existing 511 systems throughout the country, documents the extent of transit participation and transit agency experiences with 511, and presents guidance to assist transit agencies and 511 system administrators in determining a transit-511 telephone strategy.

TCRP Report 134:

Transit, Call Centers, and 511: A Guide for Decision Makers

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