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Table 16. (Continued).
Decision Factor Implication
Travel Environment Factors
Number of transit trips Other considerations aside, it is much more valuable to have transit
that involve multiple information on 511 when there are multiple transit providers in a
transit providers region. Further, it is more valuable when many transit trips involve
multiple providers because 511 callers can get information on all
providers with a single call. When there is only one transit provider
in a given travel market, the "one-stop shop" rationale for transit
information on 511 does not apply.
Number of travelers The value of advanced transit information on 511 is significantly
making mode choice enhanced when many travelers make mode-choice decisions based
decisions on a frequent on daily traffic conditions. Under those conditions, having traffic
basis (daily, weekly) and transit information available in one call to the 511 system
represents a significant convenience and could greatly facilitate
consideration of transit in mode-choice decisions.
Number of tourists or In most regions, the transit customer service phone number is at
newcomers least as familiar and accessible to long-term residents seeking transit
information as is 511. Under those conditions--and other factors
aside--it is hard to argue that the cost to provide telephone-based
transit information anywhere other than through the transit agency is
cost effective. However, in regions where there are many tourists
and/or many new residents--especially if they come from regions
where 511 includes transit--there is greater justification. Whether
that justification outweighs the costs will depend on other factors.
Other examples of technologies that may benefit large agen- encouraged to consider whether and how these other N11 sys-
cies include call volume demand forecasting, performance tems, along with 511, may fit within their overall customer
monitoring, and customer satisfaction monitoring software. service strategy. Transit agencies that are entities of a munici-
The following potential benefits may be realized through pal government are encouraged to engage with the municipal-
greater utilization of advanced technologies and techniques ity early in any 311-related discussions so that transit agency
at transit agencies: considerations are appropriately taken into account and any
changes can be phased in over time.
· Reducing the amount of manual, paper-based processes at
large call centers by using workforce management technolo-
4.3 Plan for Implementing
gies that track daily work logs and automate most tasks;
the Research Findings
· Reducing the amount of time spent on repetitive informa-
tion requests by implementing IVR systems and posting There are three audiences that will benefit most from the re-
such information on the agency website; sults of this report. First, individual transit agencies should find
· Ensuring customer service quality for agencies with large these study results useful in shaping their approaches to 511
call volumes (e.g., more than 1,000 calls per day) by using telephone information systems and to their call centers over-
quality monitoring technologies; and all. Second, 511 system administrators should also benefit from
· Improving customer management, particularly at those an improved understanding of the state-of-the-practice in re-
agencies that wish to provide personalized information such gard to transit information and content and the factors that are
as service alerts, through the use of CRM and CIM software. appropriate to consider along with transit agencies in deter-
mining 511 approaches. Third, the study results, in particular
those summarizing the state-of-the-practice and the applica-
4.2.2.2 Consider N11 Systems as Part of an Overall
bility of the underlying rationale for transit information, will
Customer Service Strategy
be of benefit to the national 511 Deployment Coalition as they
In addition to the 511 systems that were the focus of this consider potential modifications to their guidance.
study, there are other N11 systems operational in many com- All three of these target audiences may be reached through
munities, namely 311 (consolidated municipal services infor- publication of a traditional TRB final report. As a supplement,
mation) and 211 (social service agency referral information). presentations of study results at conferences and webinars
Like 511, 211 and 311 systems can complement, and in the case will help put the study findings in the hands of the transit
of 311, may have major implications on transit agency cus- agency and 511 system administration personnel who can
tomer service strategies. Therefore, transit agencies are strongly benefit most from it. Recommended APTA forums to reach
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transit agency personnel include the ITS International Best In addition to these activities, it is recommended that a
Practices Workshop, Bus and Paratransit Conference, Mar- short briefing be provided to the 511 Deployment Coalition
keting and Communications Workshop, and TransITech leadership, including representatives of FHWA, FTA, and
Conference. Recommended forums to reach 511 system ad- AASHTO. In addition to ensuring that the 511 Deployment
ministrator personnel include the ITE annual meeting, ITE Coalition is aware of the report, the briefing may leverage
technical conferences, the National Transportation Opera- the Coalition's own communications channels and thus pro-
tions Coalition webinars, and the ITS America annual con- vide another way to reach agencies considering, or partici-
ference (also well attended by transit agency personnel). pating in, 511.
