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Table 12. Agency call center complexity versus 511 integration.
Agencies' Level of 511
Participation
Measure of Call Center Complexity
Not
Integrated Integrated
Agencies with advanced technologies 58% 43%
Agencies tracking advanced metrics 58% 86%
Agencies with advanced demand forecasting 16% 14%
Agencies with advanced quality monitoring 37% 43%
Agencies with advanced customer satisfaction monitoring 26% 0%
Agencies with extended hours of operation 74% 71%
Agencies with call center staff with advanced set of skills 68% 86%
Agencies providing bilingual information 60 % 14%
Agencies providing real-time information 15% 43%
centers. Participation is more a function of whether the 511 511 websites, DMS (which are included in a multimodal trav-
system in question includes transit information at all, and eler information system, excluding signs operated by the tran-
whether the 511 sponsor provided transit with an opportu- sit agency dedicated strictly to their information) and HAR.
nity to participate. Most transit agencies, regardless of their Each agency also was offered an "other" category to capture
size or call center sophistication, took advantage of opportu- any other type of broader traveler information system involve-
nities to integrate with 511 if offered the choice. ment. Figure 9 graphically summarizes these interview results.
Overall, there is not a high degree of participation in any
of a variety of broader traveler information systems. Among
3.3.3.2 Participation in Non-511 Traveler
either the 511-participating or non-511 participating agencies,
Information Systems
no more than 44% of the agencies were involved in any given
Each transit agency was asked if they participated in any dissemination method. The sample size (results are based on
non-511 traveler information systems like 511 websites, non- 25 transit agency interviews) and the differences between the
50
45
40
Percentage of Transit Agencies
35
30
25
511-Integrated
20 Agencies
Non-Integrated Transit
Agencies
15
10
5
0
Non-511 511 Non-511 Dynamic Highway Other
Phone Website Website Message Advisory
Sign Radio
Figure 9. Participation in broad traveler information systems.
