1 511 Services “Hit the Road” Kentucky Florida Nebraska Minnesota San Francisco Iowa

2 Agenda BackgroundBackground Consumer Market ResearchConsumer Market Research 511 Deployment Progress511 Deployment Progress Performance Measures for 511Performance Measures for ’s Future511’s Future Wrap-upWrap-up

3 Background March 1999 – US DOT’s N11 Petition to FCCMarch 1999 – US DOT’s N11 Petition to FCC July 2000 – FCC designated 511July 2000 – FCC designated – FCC will review progress in implementing – FCC will review progress in implementing 511

4Background 511 Deployment Coalition511 Deployment Coalition –Policy and deployment guidance in an entrepreneurial and institutional home. Led by AASHTO and includes ITS America, APTA, states, metro areas, transit properties, associations, private sector providers, telecommunicationsLed by AASHTO and includes ITS America, APTA, states, metro areas, transit properties, associations, private sector providers, telecommunications Support from US DOTSupport from US DOT –Goal Statement: “The establishment of a national 511 system available to a majority of Americans by 2005 that is sustainable and provides value to its users.”

5 Gallup Research Conducted surveys (August - October 2001)Conducted surveys (August - October 2001) –National Telephone Survey –Mail-in Survey of Landstar Long-haul Drivers AudienceAudience –Commuters / Through Travelers – 920 –Commercial Vehicle Operators – 131 –Long-haul CVO – 42 Conducted focus groups (November 2001)Conducted focus groups (November 2001) –Philadelphia –Minneapolis / St. Paul –Lincoln, NE –Los Angeles

6 Demographics South – 35%South – 35% Midwest – 23%Midwest – 23% West – 22%West – 22% Northeast – 20%Northeast – 20% Suburban – 50%Suburban – 50% Urban – 28%Urban – 28% Rural – 22%Rural – 22%

7 Modes Motor Vehicle Only – 79%Motor Vehicle Only – 79% Transit 20%Transit 20% –Rail, No Bus – 7% –Bus & Rail – 7% –Bus, No Rail – 6%

8 Awareness Awareness of Automated Telephone Traveler Information Systems

9 Information Sources Television – 72%Television – 72% Radio – 70%Radio – 70% Internet – 40%Internet – 40% Telephone System – 20%Telephone System – 20% –34% of Bus Users Have Called –34% of Those in the West Have Called

10 Likelihood of Using 511 Extremely or Somewhat Likely to Use 511Extremely or Somewhat Likely to Use 511 –Long-haul CVO – 74% –Telephone System User – 72% –Internet User – 71% –CVO – 68% –Radio User – 63% –5+ Trips of 50+ Miles – 63% –Television User – 62% –Through Travelers – 61% –Commuters – 58% –1 - 4 Trips of 50+ Miles – 56% –No Trips of 50+ Miles – 45%

11 Estimated Use CVO – 61% Daily or WeeklyCVO – 61% Daily or Weekly Long-haul CVO – 57% Daily or WeeklyLong-haul CVO – 57% Daily or Weekly Daily or Weekly & Few Times a Month – 54%Daily or Weekly & Few Times a Month – 54% –Daily or Weekly – 25% of TOTAL –Few Times a Month – 29% of TOTAL Commute of 30+ Minutes – 43% Daily or WeeklyCommute of 30+ Minutes – 43% Daily or Weekly Northeast – 35% Daily or WeeklyNortheast – 35% Daily or Weekly Commute of Minutes – 29% Daily or WeeklyCommute of Minutes – 29% Daily or Weekly Commute of 15 Minutes or Less – 24% Daily or WeeklyCommute of 15 Minutes or Less – 24% Daily or Weekly

12 Desired Features Public Transportation Users Public Transportation Delays – 70%Public Transportation Delays – 70% 25% Critical45% Useful Travel Time Estimates – 65%Travel Time Estimates – 65% 23% Critical42% Useful Connection to Live Operator – 63%Connection to Live Operator – 63% 17% Critical46% Useful Crowded Trains or Buses – 51%Crowded Trains or Buses – 51% 15% Critical36% Useful

13 Desired Features Motor Vehicle Users Weather Related Road Surface Conditions – 78%Weather Related Road Surface Conditions – 78% 40% Critical38% Useful Accident or Road Incident Reports – 75%Accident or Road Incident Reports – 75% 28% Critical47% Useful Construction Updates – 74%Construction Updates – 74% 26% Critical48% Useful Traffic Congestion – Freeways – 69%Traffic Congestion – Freeways – 69% 24% Critical45% Useful Special Events – 69%Special Events – 69% 19% Critical50% Useful

14 Desired Features Motor Vehicle Users Traffic Congestion – Arterials – 64%Traffic Congestion – Arterials – 64% 17% Critical47% Useful Average Travel Time Estimates – 60%Average Travel Time Estimates – 60% 11% Critical49% Useful Average Speed Estimates – 50%Average Speed Estimates – 50% 9% Critical41% Useful Parking Information – 44%Parking Information – 44% 8% Critical36% Useful

15 Desired Features Consistency Critical forConsistency Critical for –Long-haul CVO – 53% –Extremely Likely Users – 51% 68% of Extremely Likely Users Want Speech Recognition68% of Extremely Likely Users Want Speech Recognition

Effects Change Total 89% Would Change Their Time of Departure89% Would Change Their Time of Departure 77% Would Change Their Travel Route77% Would Change Their Travel Route Transit Users 98% of Rail Users Would Change Their Time of Departure98% of Rail Users Would Change Their Time of Departure 90% of Rail Users Would Change Their Travel Route90% of Rail Users Would Change Their Travel Route 50% of Bus Riders Would Use Another Mode50% of Bus Riders Would Use Another Mode 44% of Rail Users Would Use Another Mode44% of Rail Users Would Use Another Mode

17 Focus Group Key Findings “We Do Not Have Someone Who is Responsible for Gathering All That Information”

18 Focus Group Key Findings What if I Am Not Traveling Out of My Area – It is Not Traveler Information?What if I Am Not Traveling Out of My Area – It is Not Traveler Information? Traveler Information Does Not Equate With Your Own City – Think Traveling Down the Highway Like a TouristTraveler Information Does Not Equate With Your Own City – Think Traveling Down the Highway Like a Tourist TRAVEL InformationTRAVEL Information

19 Red Flag If They Used 511 and Found the Information to be Inaccurate in Their First Few Uses, They Would be Unlikely to Give the Service Another Chance. If 511 is Deployed With Only Limited Features (Such as Weather / Road Conditions) When Users Also Want Accident and Congestion Reporting and They Find the Service Lacking, it may be Difficult to Get These Users to Try the System Later Once Additional Information is Available.If They Used 511 and Found the Information to be Inaccurate in Their First Few Uses, They Would be Unlikely to Give the Service Another Chance. If 511 is Deployed With Only Limited Features (Such as Weather / Road Conditions) When Users Also Want Accident and Congestion Reporting and They Find the Service Lacking, it may be Difficult to Get These Users to Try the System Later Once Additional Information is Available.

20 Background 511 Deployment Coalition511 Deployment Coalition –Developed A Vision of a Mature 511 System and the Roles of Players to Make the Vision Reality Examining two time periodsExamining two time periods –2005 & 2010 Performance IndicatorsPerformance Indicators –Brand awareness –Customer satisfaction »Information quality »Service quality »Usage –Population Coverage Roles to Achieve VisionRoles to Achieve Vision –National Level –Implementers –Private Firms

21 Background 511 Deployment Coalition511 Deployment Coalition –Objectives and Outcomes Continue to support and assist implementers and operators, planners and later adopters by:Continue to support and assist implementers and operators, planners and later adopters by: –511 Vision Model and Roadmap –Issue Exploration and Resolution –Deployers Assistance –Guidelines Updates –Marketing and Outreach Continue to ensure national interest is served by:Continue to ensure national interest is served by: –511 Vision Model and Roadmap –Guidelines Updates –Marketing and Outreach

22 Background 511 Deployment Coalition511 Deployment Coalition –Objectives and Outcomes Increase private sector participation by:Increase private sector participation by: –Including carriers –Fall 2003 conference Establish stable Coalition framework through 2005 by:Establish stable Coalition framework through 2005 by: –Institutionalizing the Coalition into Sponsoring Organizations Set path for sponsoring organizations to take more ownershipSet path for sponsoring organizations to take more ownership

Operational Deployments Cincinnati / Northern KYCincinnati / Northern KY NebraskaNebraska UtahUtah I-81 Corridor in VirginiaI-81 Corridor in Virginia ArizonaArizona OrlandoOrlando MinnesotaMinnesota SE FloridaSE Florida Washington State (25%)Washington State (25%) IowaIowa South DakotaSouth Dakota Kentucky StatewideKentucky Statewide San FranciscoSan Francisco MontanaMontana North DakotaNorth Dakota

Deployment Progress –Nevada –Kansas –New Mexico –Maine –New Hampshire –Boston –Alaska –Illinois –North Carolina –Tampa –Washington State (rest of the state) –Michigan –Florida –Virginia

25 Performance Measures for 511 Tracked NationallyTracked Nationally –Population Coverage –Usage Tracked LocallyTracked Locally –Brand Awareness –Customer Satisfaction

26 Performance Measures for Population Coverage As of February 28, 2003, 511 serves almost 41 M or 14% of the US populationAs of February 28, 2003, 511 serves almost 41 M or 14% of the US population Total US Population 284.8MTotal US Population 284.8M

Deployment Progress

28 Total 511 Calls per Quarter From June 2001 through December 2002

29 Usage for Systems Operational > 1 year From June 2001 through December 2002

30 511’s Future State of Arizona Model Deployment InitiativeState of Arizona Model Deployment Initiative –Announced July 11, 2002 for 2003 implementation Goal is to push the envelope in all areasGoal is to push the envelope in all areas –Information Content –Telephone System Interface –Marketing –Business Models –Quality Control –Evaluation: Underway with 511 Working Group participation

31 511’s Future Border IssuesBorder Issues –How Areas Bordering Other 511 Systems Will Be Served

32 511’s Future Regional Interoperability IssuesRegional Interoperability Issues

33 511’s Future Capacity IssuesCapacity Issues –Managing Call Volume Spikes

34 Wrap-up Near-term DeliverablesNear-term Deliverables –National Progress Report –National Performance Measures –Deployment Assistance Reports Regional InteroperabilityRegional Interoperability Transit ContentTransit Content Weather ContentWeather Content Roadway Content QualityRoadway Content Quality –Guidelines version 2.0 –February Policy Committee Direction Guidance on InteroperabilityGuidance on Interoperability Performance MeasuresPerformance Measures Funding SustainabilityFunding Sustainability Private Sector RolePrivate Sector Role

35 Wrap-up Resources AvailableResources Available –511 Websites –ITS America Advisory –Project Websites –Association Websites

Services Hit the Road Kentucky Florida Nebraska Minnesota San Francisco Iowa