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81 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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82 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.