Communicating with Customers Road Traffic Incident Management Seminar March 2014, Rotorua

Acknowledgement: NZTA, Opus

Why Communicate? Seattle Travel Survey 13% changed the time they left 11% took a planned route with small changes to avoid a congested area 9% took a completely different route from their planned one 2% added, delayed or cancelled a trip 1% changed the means of transport 64% made no change US Department of Transportation:Managing demand through travel information services

People Change Time, Route or Mode

Days/month delays were experienced

Current Technology How to Communicate? Anticipated Technology

Current Technology Frontier Age 75+

Urban vs non: Travellers with Smartphones/Tablets

Current Access to Travel Information

Priority: Real Time Information

Current Access: Real Time Information

Current Access to Real Time Information

Priority: Route and Facilities

Access: Route and Facilities

Likely to Use Frequency Drive-time Calculator

Barriers to Accessing Information

inability to tailor information to only what you want lack of options and knowledge of options GPS accuracy (eg poor rural mapping/signal) patchy rural mobile phone coverage Focus Group: Issues/ barriers

Preferred information modes: radio: changing or real-time information text/application alert paper-based information eg maps social media integration: younger users (eg Twitter to notify of events) communications/dispatch systems: freight and other professional drivers Focus Group: Information Media

accurate, timely (prefer real-time) relevant (customisable) affordable, free (advertising to offset cost is ok) safe (not driving distraction) simple look (only essential information) easy to use, follow normal web conventions size of phone download data (cost of files/apps) non-tech option (print and carry) Focus Group: Critical Factors

Crowdsourcing: Willingness to share information

Freight requirements: Pre-trip Route choice: roadworks, incidents, weather height/weight restrictions inspection facilities Plan stops: truck-suitable rest areas accurate journey times distance between (open) service stations stock effluent facilities

Freight requirements: In-trip To efficiently schedule breaks within driving hours updates on road conditions, delays location of severe weather, real time congestion crowdsourcing info via dispatchers about rural hazards eg stock moving

The Big One: Incident with a Capital I Chch earthquakes, Hurricane Katrina, Boxing Day tsunami, NSW fires, climate events Civil Defence emergencies, planned evacuations

March 2013 Lifelines Report: Wellington Not if but when Region isolated by road at least 120 days Slips Paekakariki, Rimutaka Hill Water, power, telecomms, rail damaged Repatriate commuters, visitors, move critical personnel, emergency services Repair with equipment within region

Not Christchurchs earthquake 6 internal isolated fragments (CBD, West, Porirua, Kapiti, Upper & Lower Hutt); slips, bridges Within these, isolated suburbs (Miramar) Car use not viable beyond suburbs Suburban roads only routes out Supermarkets not restocked for weeks

90% food, fuel, materials by sea through CentrePort

Lessons from Christchurch Managing traffic takes long hours, hard work Road closures change daily

Civil Defence emergency /planned evacuation Evacuation routes, alternative routes Need more than one way out (non-residential) Safe and easily accessed areas in a tsunami Even if specific evacuation routes not accurate for every emergency, important to have plans Printed copy to put in survival packs – businesses should have this for business compliance Accurate disaster recovery and safety information Location of shelters and accommodation Rideshare info: how and where

Day to day travel management Information must be real-time Congestion, incident information Road closures, dangerous/impassable areas Geospatial match up of needs/resources: rescue, first aid, fire, stabilising, shelter, water Petrol stations (open, with fuel)

Earthquake risk: tsunami Map of NZ: How many roads are within the tsunami envelope?

Thank you for your work responding to incidents