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but those discussions have never occurred, because both 3.5 Interviews with 511
Tri-Met and Oregon 511 staff became distracted with other System Administrators
activities.
Generally, Tri-Met did not see 511 as a core component of The results of the 12 interviews with 511 system adminis-
their customer service strategy. Rather, they liked the general trators are organized around the following four major topics
discussed:
concept of 511 as a consolidated, multimodal traveler infor-
mation resource that would be especially useful to newcomers
· Rationale for transit content decisions,
to the region or travelers passing through and were interest-
· Satisfaction with current content and plans for changes,
ing in doing their part to support that concept. They did not
· Transit agency funding participation, and
expect to divert any of their customer service calls to 511
· Transit-related 511 operating statistics.
because they think that most of their customers will ultimately
want to speak to a Tri-Met call taker or will want the kind of
complex trip planning information that is not feasible to main- 3.5.1 Rationale for Transit
tain on 511. They also did not see much of an advantage of 511 Content Decisions
as an easier-to-remember phone number for their customers.
The rationale for including transit and the specific types of
They feel that their well-marketed "238-RIDE" customer ser-
transit information varied based on individual circumstances
vice number is about as easy to remember as 511. The only
among the six agencies that have integrated transit into their
downside that Tri-Met envisioned with 511 was that, ulti-
systems. Generally, the decision to include transit reflected
mately, almost all of their current customers (as opposed to
an acceptance of the national vision for 511 as a multimodal
new residents) calling 511 would need to transfer to Tri-Met.
information resource, even if the transit content is limited. In
They did not view that possible inconvenience as a reason to
many cases, limiting transit content and features to a call trans-
avoid participation in 511, but rather just a limitation on
fer to transit agency customer service represented an expedient
the value of 511 and the role it would play in their customer
way to include transit in the system and recognize that transit
information strategy.
agencies already have telephone customer service systems.
Tri-Met does not view 511 as any sort of alternative to their
Among the six agencies interviewed that include no transit
own IVR. They do not feel comfortable relinquishing control
information on their 511 systems, the rationale for the deci-
of how they present information to their customers to any
sion also varied significantly. Alaska included only informa-
other organization, including the 511 administrator. They
tion about ferry services because they view 511 as a resource
take great pride in their customer service and see it as one of
only for transportation systems operated statewide, and only
their core functions and something over which they want to
ferry services are statewide (other public transportation ser-
retain control. They also felt that there would be too many
vices vary and are operated independently in specific locations).
technical challenges associated with inputting and maintain-
Several 511 administrators said that transit agencies were
ing their large route and schedule database on 511.
invited to participate but were not interested. Washington
Issues. Tri-Met cited no 511 issues per se, since they are State said that they wanted to include transit but the transit
not participating, but they are facing some challenges in re- agencies did not want to lose any control in how they provide
gard to their own customer information services. Many of the information to their customers. Colorado based its decision to
agents in Tri-Met's call center have seniority and are expected not include transit on a survey of travelers that indicated lit-
to retire soon. As a result, the agency is looking for technol- tle interest in transit information on 511. Both Colorado and
ogy solutions that will help offset the need to hire new staff. Oregon indicated that the fact that transit agencies provide
When TransitTracker was introduced in 2004, usage was "off their own information via telephone and websites was part of
the charts" and Tri-Met is continuing to improve the product's their decision not to include transit on 511. The Kentucky
usability. The volume of calls to customer service dropped Transportation Cabinet said that transit agencies were prima-
about one third during the past year, and Tri-Met can handle rily interested in having a presence on the 511 website rather
the current call volume with existing staff. than the statewide 511 telephone system (transit agencies are
included in the regional Cincinnati/Northern Kentucky 511
Outlook. Tri-Met has no immediate plans to try to renew system operated by Ohio).
discussions with the 511 system administrator regarding par- None of the 511 administrators cited the absence of any
ticipation by Tri-Met or other transit agencies. It simply is not technological capabilities on the part of transit agencies as
a high priority. Their focus is on improving their traveler in- playing a role in their fundamental decision to include or not
formation systems, including TransitTracker. include transit information.
