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64 their 511 participation to the call transfer feature or whether and "I do not think 511 would result in more or less calls." their 511 sponsor did not give them any other options. They did indicate that factors that they would consider when looking further into 511 participation include the following: Impacts. Metro did not identify any impacts from par- ticipating in 511. The cost of any associated technology investments needed Metro has no plans to replace its IVR with 511 and would to support 511 (including long-term operations and main- need more information before doing so. First, the agency tenance costs), would need information about the anticipated change in call Possible inconvenience to callers who called 511 only to volume. Right now, they would not expect the call volume to find they need to transfer to People Mover for more infor- change, except in the case of emergency. ("It's just another mation, and avenue for people to get in touch with Metro.") Requirements that the 511 sponsor might impose regarding the type and format of transit information for 511. Issues. Currently, the 511 system requires callers seeking transit information to hang up and dial the transit agency di- Of the numerous potential motivations for 511 participa- rectly. Metro would like the system to provide a direct trans- tion, the only one People Mover cited as a consideration was fer to its call center. With a direct transfer option, however, that 511 could be an easier number for customers--especially Metro would want to upgrade its system to provide better visitors--to remember,. information. For example, adding caller ID to its telephone It does not appear that People Mover ever considered 511 system would allow the agency to track the source of the calls as an alternative to implementing their own IVR (which they to the center. have done). When asked to consider the possibility, they ex- Outlook. Metro would be open to potential enhance- pressed doubts about adequacy of cell phone coverage in por- ment to their 511 participation if those enhancements would tions of their area and the potentially high cell phone roaming generate cost savings for them. For now, the biggest issue costs that non-local 511 callers might experience. would be acquiring the technical ability to handle new ser- vices. Staff is "ready to go." Regional Transit District (Denver) The Regional Transit District (RTD) is a multimodal agency 3.4.3 Transit Agencies with serving the Denver, CO, metropolitan area. RTD provides bus, No 511 Presence light rail, and paratransit service. RTD's service area covers Anchorage People Mover (Alaska) 2,300 sq mi and comprises 38 municipalities with a combined population of 2.6 million. In 2005, RTD carried 86.3 million The municipality of Anchorage, AK, operates the People one-way trips and operated a total of 573 vehicles. (59) Mover public transportation service. People Mover provides RTD has an IVR system and maintains a fully staffed call fixed-route bus and contracted demand-response service in a center. Agents are available from 6 A.M. to 8 P.M. on weekdays 77-sq-mi area encompassing greater Anchorage with a pop- and from 8 A.M. to 8 P.M. on weekends and holidays. RTD's ulation of about 218,000. People Mover maintains a fleet of Talk-n-Ride Program allows callers to call RTD and receive 55 buses serving 15 fixed routes. scheduled arrival time for buses and rail via an IVR menu. People Mover noted they were not approached or invited The Colorado Department of Transportation sponsors the by the 511 sponsors and cites this as the main reason that they statewide 511 phone system. No transit information is pro- are not participating in the Alaska statewide 511 system, vided on 511. which is operated by the Alaska Department of Transporta- tion. They are quick to note, however, that the main reason Rationale for participation. The Colorado 511 system they have not pursued possible 511 participation is that they includes no transit agencies. The RTD representative inter- have not had the time, being very busy with a new technology viewed for this study, the customer service manager, was not deployment (IVR, AVL, and mobile data computers). They involved in any 511 deliberations, and he was not able to find feel that 511 is "a good concept," but has stayed on their anyone who was involved at RTD. It may be the case that "back burner" because of the competing demands on their RTD was never provided the opportunity to participate in the time and attention. Colorado 511 system. Regardless, they have not given 511 seri- When asked to speculate about the possible pros and cons ous consideration. of 511 participation, People Mover indicated that they would not expect any significant impacts from 511. People Mover Impacts. Because RTD is not currently included in 511, stated, "I do not think 511 would help or hurt our operations;" no impacts were identified. However, RTD believes that par-