Transit, Call Centers, and 511: A Guide for Decision Makers (2009) / Chapter Skim
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Pages 10-16
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From page 10... ...
, automated call transfer to transit agencies' customer service lines, and real-time vehicle arrival/departure information. Operational 511 systems were identified in large part by consulting the running list maintained by the national 511 Deployment Coalition (http://deploy511.org/deploystatus.htm, as of November 2007)
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The transit agency interview discussion guide contained 29 questions, with the first 20 questions pertaining to overall customer information strategies (e.g., information provided, methods used, accommodation of special needs customers, etc.) and specific call center methods (e.g., centralized/ decentralized, staffing, use of various technologies, rationale for technology investments, use of a wide range of performance metrics, etc.)
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X 7 LYNX (Orlando) 237 Med X X 8 Broward County Transit 275 Med X 9 Miami-Dade County Transit 783 Lrg X 10 South Florida Regional Transportation Authority (Tri-Rail)
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Southeast Florida is the only example identified of transit agencies substantially sharing in the costs of a 511 system, in this case the annual operations and maintenance costs of approximately $5 million. For these two 511 systems, some additional transit agencies were interviewed on-site as were the 511 system sponsors (MTC and FDOT)
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From page 14... ...
A roughly equal number of systems were represented in each of the following three categories in regard to transit content and features: • Systems with no transit content or features; • Systems with only an option to transfer a call to transit agency customer service, and • Systems with a call transfer option plus other transit information such as service disruptions, detailed schedule or fare information, or real-time information (vehicle arrivals/ departures)
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From page 15... ...
and that can be handled effectively by an automated telephone information system (that is, without an operator) , regardless of whether that system is operated by an individual transit agency or is a 511 system.
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The final focus group discussion guide is included in Appendix B Since only one focus group was conducted and given the participants' very limited experience with 511 and the absence of advanced transit information and features (detailed, route-specific schedule information or vehicle arrival/ departure information)
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