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36 from the 511 system directly to the transit agency's Cus- SunTran, Native American transits, and for the more than tomer Service Department. one dozen other rural/regional transit providers statewide. 2. Transit agencies with a presence on 511, but no inte- An automatic call transfer to customer service function was gration--These transit agencies have a presence on the provided for each transit agency. Each transit agency was also 511 menu system (e.g., listing the types of services they pro- provided the opportunity to use whatever prerecorded infor- vide and/or identifying the transit agency's customer ser- mation they desired. For example, recordings for service area vice phone number) but 511 callers cannot automatically and hours of operation, as well as a voice recording for "flood- transfer to the agency's Customer Service Department. gate" messages like those used for service interruptions. 3. Transit agencies with no 511 presence--These agencies Most of the marketing of the ADOT 511 system focuses on are not represented on their respective 511 systems in highway information or targets highway users. For example, any way. ADOT places messages stating "for roadway information, call 511" on DMS but installed a number of standard, painted In cases where multiple transit agencies--as well as other roadside signs around some of the major metropolitan areas agencies involved in 511 (like state DOTs and/or MPOs)-- to refer drivers to 511 for transit information. participate in the same 511 system, these case studies are grouped together based on the common 511 system. For Havasu Area Transit (HAT). HAT is a rural/regional tran- example, the several case studies of the San Francisco area sit provider in Arizona whose FTA grants are administered by agencies are presented in the subsection on San Francisco ADOT's Pubic Transportation Division. HAT provides fixed- Bay Area 511. route and complimentary paratransit service to residents of the The format of the transit agency case studies includes a city and the Desert Hills and Horizon Six subdivisions. Service brief introduction that describes the agency and their par- is provided on 5 fixed routes that include a total of 24 stops. ticipation in 511, followed by subsections on: (33) The estimated population of the HAT service area is ap- proximately 55,000. Lake Havasu is located approximately Rationale for Participation--The factors considered by the 125 miles from Phoenix, on the ArizonaCalifornia border. agency in deciding how to participate, or not to participate, HAT's location with the Arizona 511 system is within the in 511, and the basis for their ultimate decision. submenu for regional transit providers. HAT information and Impacts--The actual impacts, both positive (benefits) and options on 511 consist of prerecorded information identifying negative, experienced by the agency as a result of their 511 the phone number for HAT customer service (their dispatch involvement. This includes the costs and other financial is- office), dispatch office hours, service area, fares, and an option sues, like funding, staffing, technologies utilized, customer to transfer to HAT customer service. HAT reports that they service call volumes, customer feedback, coordination with do not utilize 511 to provide floodgate information, such as other agencies, etc. service disruptions. Issues--The problems, concerns, challenges, and other sorts of issues that were encountered or are expected. Rationale for participation. The HAT transit manager Outlook--The overarching observations on 511 participa- started in HAT in 2005 and therefore may not have been with tion, including advice to other transit agencies and plans for the agency when it was contacted by ADOT about 511 partic- future 511 participation at the time of the interviews. ipation. It was not surprising then, that he was not certain about the genesis of HAT's involvement in 511. The Arizona 511 Manager, who also led the technical activities for the 3.4.1 Transit Agencies Integrated with 511 Arizona 511 National Model Deployment during the Model 3.4.1.1 Arizona 511 Deployment project, noted that he attempted to contact each of the rural/regional transit providers, but in those cases where The statewide Arizona 511 system was implemented and he was unable to reach anyone, he went ahead and included is operated and maintained in-house by the Arizona Depart- their agency on the 511 system. ment of Transportation (ADOT). Prior to the conversion to 511 in March 2002, the system operated for many years as a Impacts. HAT indicated that they are not aware of any highway/traffic-only, toll-free, statewide telephone information impacts resulting from their participation in the 511 system. system. The system was expanded between 2003 to 2005 as part They have not contributed financially to the implementa- of the FHWA's National 511 Model Deployment to include tion, operation, or maintenance of the 511 system. They are transit information in conjunction with a wide range of other not aware of any transit-related 511 statistics for the Arizona modifications and enhancements. As part of those enhance- system but would be interested in seeing them if they existed. ments, a transit option was added to the main menu, with sub- Overall, HAT did not recognize any costs or benefits with the menu options for Phoenix area transit (Valley Metro), Tucson 511 systems.

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37 Issues. HAT cited no issues with 511 participation. Issues. Pima County cited no issues with 511 participation. Outlook. Overall, HAT seems to lack any specific perspec- Outlook. Overall, Pima County indicates that generally, tive on 511. They seem to view it as benign and essentially 511 is a "good thing." They think its value will increase as more inconsequential. No one currently at the agency seems to have people become aware of 511 systems around the country. They been involved in the decision to participate in 511. HAT may do not think that many people are currently aware of 511. With not have played any real role in the decision since the 511 spon- the expectation that the profile of 511 will rise over time, they sor, ADOT, is also the funding administrator and provider of note that it's "good to get in on the ground floor." technical support to HAT and the state's other rural/regional providers. HAT identified no specific planned changes in their Valley Metro (Phoenix). Valley Metro is the regional tran- 511 participation but they did indicate that they intended to fol- sit system in the Phoenix metropolitan area. Under the Valley low up with ADOT to update their prerecorded information on Metro brand, local governments joined to fund the valley-wide 511 and to see if they can get any transit-related 511 statistics. transit system that the public sees on the streets. Valley Metro's service area consists of 413 sq mi with a population of about Pima County Rural Transit. Like HAT, Pima County 2,061,000. Services provided by Valley Metro include local, Rural Transit is another rural/regional transit provider in express, and RAPID commuter bus service, or bus rapid tran- Arizona whose FTA grants are administered by ADOT's Public sit, neighborhood circulators, dial-a-ride, vanpool service, Transportation Division. Pima County Rural Transit provides and an online carpool matching system. When completed in fixed-route and demand-response service for over thousands 2008, Valley Metro will operate the Phoenix region's first of square miles throughout south-central Arizona. Their ap- light rail line. Among the various services operated directly proximately 200-mi-wide service area spans from the Tucson by Valley Metro, or under their brand by various contractors, area in the east to the vicinity of Ajo, a small town of less than Valley Metro utilizes 790 fixed-route and demand-response 5,000 population to the west. (34) Pima County routes pro- vehicles. (35) vide connectivity to all of the urban public transportation Valley Metro makes a wide range of information available services in their service area as well as to airports. All service on the Arizona 511 system in the form of prerecorded mes- is provided by contractors, who use eight vans/mini coaches. sages. They also include options to transfer to their Customer Pima County's menu location in the Arizona 511 system Service Department from various points within the Valley is within the submenu for regional transit providers. Pima Metro 511 menu. Transfers from the different 511 submenus County Transit information and options on 511 consist of go directly to different portions of Valley Metro's customer prerecorded general information on routes and services and service menu system. Valley Metro information and options an option to transfer to Pima County customer service. Pima on 511 consist of the following: County reports that they do not utilize 511 to provide flood- gate information, such as service disruptions. A bus selection that, following a brief voice recording iden- Rationale for participation. Pima County's sole motiva- tifying the basic local, express, and RAPID services pro- tion for participating in 511 was to provide their customers vided through the Phoenix metropolitan area, presents the with an alternative and easy-to-remember phone number. following submenu options: Pima County was recruited for participation by ADOT, who A selection for fares that includes prerecorded informa- then handled most of the issues associated with getting Pima tion and an option to transfer to Valley Metro's CSRs, County on the 511 menu. Pima County's main concern when A selection for detours that includes prerecorded infor- they made their decision to participate in 511 was the poten- mation, including service disruptions and an option to tial time investment required to get set up on the system. transfer to Valley Metro's customer service, A selection for planning assistance that transfers to Valley Impacts. Pima County indicated that they did not know Metro's customer service, and if their 511 participation has had any impact on them. They A leave-a-comment selection that transfers to a voice- do not track any 511 statistics and were unaware if any were mail box. available. A dial-a-ride selection that provides prerecorded informa- Pima County Transit has not contributed financially to the tion and an option to transfer to Valley Metro's customer 511 system. However, they did devote some staff time early on service. to provide the content for their prerecorded message on 511. A rideshare selection that provides prerecorded general in- Pima County never considered the need for an IVR for their formation followed by the following two submenu options: operation and, therefore, did not even consider the benefit of A carpool matching selection with an option to transfer a 511 IVR. to Valley Metro's customer service and