TCRP Report 134: Transit, Call Centers, and 511: A Guide for Decision Makers
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TCRP Report 134:
Transit, Call Centers, and 511: A Guide for Decision Makers
(2009)
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Overview

Authors

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.

Topics

  • Transportation — Policy
  • Transportation — Public Transportation
  • Transportation — Administration and Management
  • Transportation — Passenger Transportation
  • Transportation — Terminals and Facilities

Publication Info

101 pages | 8.5 x 11
Contents

Table of Contents

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

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