National Academies Press: OpenBook

Transit, Call Centers, and 511: A Guide for Decision Makers (2009)

Chapter: Appendix B - Transit Rider Focus Group Discussion Guide

« Previous: Appendix A - Transit Agency Interview Questionnaire
Page 88
Suggested Citation:"Appendix B - Transit Rider Focus Group Discussion Guide." National Academies of Sciences, Engineering, and Medicine. 2009. Transit, Call Centers, and 511: A Guide for Decision Makers. Washington, DC: The National Academies Press. doi: 10.17226/14277.
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Page 88
Page 89
Suggested Citation:"Appendix B - Transit Rider Focus Group Discussion Guide." National Academies of Sciences, Engineering, and Medicine. 2009. Transit, Call Centers, and 511: A Guide for Decision Makers. Washington, DC: The National Academies Press. doi: 10.17226/14277.
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Page 89

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88 UTA Offices (Downtown Salt Lake City) Wednesday, January 7, 2009 6:30 to 8:00 P.M. Part I: Welcome and Introduction— 10 min. • UTA representative Cindy Medford introduces the focus group facilitators (Matt Burt and Carol Schweiger); • Request permission to record the session; • Explain purpose of the focus group; • Review ground rules: – Please be candid—no names will be used in our results report and no one will have access to our recording; – We’re not working for UTA in any way; – One speaker at a time; – Respect one another’s opinions; and – We have specific questions and a limited amount of time, so please don’t be offended if we have to move the conversation on—we will reserve time at the end for any other questions or comments from you all. • The complimentary monthly passes will be distributed at the end of the focus group. Part II: Discussion Questions 1. Participant Background Information—10 min. a. How long have you been riding UTA? b. What UTA services (bus, LRT, paratransit) do you mostly use? 2. Use of Transit Customer Information Systems—25 min. a. What sorts of transit information do you find yourself needing, and how do you usually get that information (e.g., call UTA, consult printed material, UTA website, other)? b. (Facilitator briefly explains what an automated transit telephone information system is.) Have you had any experience using an automated telephone information system to get transit information? i. If so, were you satisfied with it (why or why not)? c. (Facilitator dials up an example transit agency from the San Francisco Bay Area and demonstrates their automated telephone information system, including a real-time feature [estimated vehicle arrival/departure time]). d. Would you be in favor of having an automated tele- phone information system at UTA? (Why or why not?) i. What, if any, sorts of information do you think could be provided via an automated system? ii. What, if any, information do you think you would still need to speak to an operator to obtain? e. Do you ever need to call more than one transit agency to get all of the information you need? i. If so, would it be easier for you if information for all of the agencies were available with one phone call? 3. Experiences and Perspectives on 511—35 min. a. How many of you know what the Utah 511 telephone information system is? Are you aware of any telephone traveler information systems (participants may know 511 as CommuterLink)? i. How did you become aware of the Utah 511 system (anyone know about it from living in another state that had 511)? ii. Given the marketing of the Utah 511 system that you have seen, do you think newcomers to the Salt Lake City area would quickly learn that 511 is a source of traveler information? b. (Facilitators explain what 511 is and dial in to the Utah 511 system, 866-511-8824, to demonstrate.) c. Have any of you used the Utah 511 system? i. If so, how often and for what type of information (anyone use it to get transit information)? ii. If so, do you find it useful? iii. How could it be improved? A P P E N D I X B Transit Rider Focus Group Discussion Guide

89 d. How useful is the current Utah 511 system as a source for transit information (i.e., having only the call-transfer option)? i. Is 511 an easier number to remember than the UTA customer service number? ii. Is it useful to be able to get traffic information be- fore your call is transferred to UTA? e. Would you see value in having additional, recorded transit information on the 511 system? i. What sorts of information would be most useful? ii. If that information were available on 511, do you think you would have to speak with UTA customer service operators less often? iii. If there were more automated transit information available right on the 511 system, would being able to access that information along with current traffic information in a single phone call change how you make your travel plans? 4. Other Questions or Comments? (about 511 or transit information by phone)—5 min. Part III: Wrap Up—5 min. • Thank you. • Hand out the incentives (free monthly transit passes).

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Transit, Call Centers, and 511: A Guide for Decision Makers Get This Book
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TRB’s Transit Cooperative Research Program (TCRP) Report 134: Transit, Call Centers, and 511: A Guide for Decision Makers explores the operational characteristics of 511 telephone traveler information systems and examines how 511 systems interact with transit system call centers. This report inventories existing 511 systems throughout the country, documents the extent of transit participation and transit agency experiences with 511, and presents guidance to assist transit agencies and 511 system administrators in determining a transit-511 telephone strategy.

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