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34 number of 511-participating (18) and non-participating (7) MTC, Bay Area 511--Extensive statistics for both transit transit agencies preclude any authoritative conclusions. How- overall, and for individual agencies, including the percent- ever, it does appear that participation in a 511 phone system age of all 511 menu selections that are for transit; the num- is correlated with participation in other broader traveler infor- ber of call transfers to all participating transit agencies; and mation systems. For three of the four dissemination methods the number and percentage of submenu selections within described in Table 9, where there is any participation, partic- each transit agency's menu. This last data category allows ipation is higher among 511 phone system participants than for the comparison of the number of call transfer requests for non-participants. For example, participation in 511 web- to a given transit agency and to the number of requests for sites is much higher among 511 phone participants (44%, other items pertaining to that agency, when the informa- or 8 of 18 agencies interviewed) than among non-participants tion is resident on 511. This provides some indication of (14%, or 1 of 7 agencies interviewed). The one area where how many callers' information needs are fully served on 511 participants are not significantly more involved than non- without the transfer to a live operator. participants is non-511 phone systems. However, the rela- Arizona 511--The number and percentage of all 511 menu tively small gap and small sample size preclude the formation selections that are transit-related and the number and per- of any strong conclusions. centage of all outgoing 511 call transfers that are to transit These results suggest that transit agencies participating in agencies. 511 telephone information systems are more likely to partic- 511 Virginia--The percentage of selections for transfers. ipate in other broader traveler information systems. Transfers are the only way to get to transit information on this system. 511 Deployment Coalition--The percentage of all 511 3.3.4 Transit-Related 511 Operating calls, nationwide, that includes a transit selection. Statistics Calling 511 systems and assembling an inventory of their These statistics are shown in Table 13. It is clear that even transit presence and options is one way to understand, at for the small, core set of basic transit-related 511 statistics a high level, the role that transit agencies are playing with represented in Table 13, the availability of the information is regard to 511 systems. Another way to understand transit quite variable. Few 511 systems have very comprehensive in- agency 511 participation and linkages is to look at transit- formation. The San Francisco Bay Area 511 system stands related 511 statistics, such as the percentage of total 511 menu out as having the most comprehensive and detailed transit- requests that are for transit-related options, or the number of related statistics. The following observations are drawn from call transfers out of 511 to transit. Table 13: For each of the 29 transit agency case studies conducted and documented in Section 3.4, the transit agency was asked Nationally, transit menu selections/calls are a relatively small whether they saw, or regularly tracked, any 511 statistics re- proportion of all 511 calls/menu selections. The unusually lated to their agency. Practically none of the transit agencies high percentage shown for the San Francisco 511 system is, were aware of, or had seen, any such statistics, with the one in part, a function of the great popularity of the Muni vehi- exception being LYNX in Central Florida. None of the transit cle arrival times feature, which alone accounts for about 1% agencies felt that 511 participation impacted their call volumes. of all 511 requests. Although fully documenting all 511 systems was not a focus of Transfers out of 511 to transit agencies--which are obvi- this study, in the course of the case studies the research team ously a function of the overall popularity of transit on any did become aware of a few 511 operators who keep transit- given 511 system--range from several hundred per month related 511 statistics. We chose to present those statistics here, to tens of thousands per month in San Francisco. rather than as part of the case studies, because they are more In the San Francisco Bay Area 511 system, the proportion instructive as general indicators of the relationship between of a transit agency's total menu requests that are for some- transit and 511 rather than the impacts experienced by any thing other than a transfer to a transit operator varies dra- one agency. Additionally, we chose to present these statistics matically, from 80% for Muni to less than 40% for many here because they did not surface through the transit agencies. agencies. In most cases, there is no clear explanation for the The following transit-related 511 operating statistics were variation. Two exceptions are San Francisco's Muni and collected from the following agencies: AC Transit. In Muni's case, the high percentage (80%) of non-operator menu requests (that is, requests for data LYNX transit (Central Florida)--Number of call transfers resident on the 511 system) is a function of the popularity out of the Central Florida 511 system to LYNX and the per- of the arrival times feature, which alone accounts for 77% centage of all 511 calls that include a transfer to LYNX. of all Muni menu requests. For AC Transit, the unusually