Traffic, Transit and Travel Information

Traffic, Transit and Travel Information

Traffic, Transit and Travel Information
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Overview
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About 511
System Overview
Usage Statistics
Outreach Activities
Feedback
Next Steps
What is 511?
• The Federal Communications Commission’s (FCC) designated nationwide three‐digit telephone number for traveler information
– Deployed by regional agencies
– Southern California’s 511 sponsored by LA SAFE
• A multi‐modal traveler information service, providing information about:
– Traffic
– Transit
– Commuter Services and More
• 511 is accessible via:
– Phone (toll‐free)
– Website (Go511.com)
511 Benefits
• An easy to remember/use number for traveler information • Helps commuters make informed decisions before and while traveling • Will help improve the region’s mobility
– Provides information about the five county region: LA, Orange, Ventura, San Bernardino and Riverside
• Builds on the 511 operations in the Bay Area and San Diego. Complements the nation‐wide 511 initiative. 511 Subsystems
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Traveler Information Data Collection (TDC)
Interactive Voice Response (IVR) Phone System
Website
Traveler Information Center (TIC)
Call Center
System Architecture
<<system>>
Google Maps
<<system>>
Web Portal ISP
<<system>>
Caltrans HQ
<<system>>
Caltrans D8
<<system>>
Caltrans D12
IWPISP
<<system>>
RIITS
<<system>>
CHP Media CAD
<<system>>
Caltrans LCS
ITDCD12
IWPGOOGLE
ITDCD8
<<system>>
MATIS
ITDCRIITS
IERSCHP
IWPCHQ
<<system>>
TrafficLand
IERSLCS
IWPTLAND
ITDCWP
<<subsystem>>
WEBPORTAL
IWPTM
IERSTDC
<<subsystem>>
TDC
IWPTDC
<<subsystem>>
ERS
<<system>>
TripMaster
IERSGOOGLE
<<system>>
Google Maps
IGoogleMap
IADMERS
IADMWP
IIVRTM
ITICERS
IIVRTDC
<<system>>
IVR TSPs
ITICEXT
<<subsystem>>
IVR
<<subsystem>>
TIC
IADMIVR
IIVRPSTN
<<Organizations>>
External
Organizations
IIVRCC
<<system>>
IVR ISP
IIVRISP
ITICTSP
<<subsystem>
CALL CENTER
<<system>>
511 Call Center
TSPs
I511CCPSTN
<<system>>
511 Call Center
ISP
I511CCISP
<<system>>
Callbox System
IFMRTDC
<<subsystem>>
511CALLCENTER
IADM511CC
IADMTDC
IADMCBXCC
<<system>>
CBX Call Center
TSPs
IFMRWTW
<<subsystem>>
ADMINPORTAL
ICBXCCPSTN
<<system>>
TIC ISP
ITICISP
IADM
<<subsystem>>
CBXCALLCENTER
ICBSCBXCC
<<system>>
TIC TSPs
ICBXCCISP
<<system>>
CBX Call Center
ISP
IADMISP
<<system>>
Admin Portal
ISP
<<subsystem>>
FMR
IADMFMR
<<System>>
Webtech
Traveler Information Data Collection (TDC)
• Repository for all traveler information data
• Uses ITS, TMDD and NTCIP C2C standards
Caltrans HQ CWWP
Caltrans D8
Caltrans D12
RIITS
CHP Media CAD
Transit
TDC Interface Services
Freeway Travel
Time Process
TI Database
To other subsystems
Interactive Voice Response (IVR) Phone System
• Users can call 511 for:
– Real‐time traffic information
• Traffic speeds, incidents, road closures and travel times
– Automated Transit Trip Planning & Transit Departure Times
– Transit information and transfers to area agencies
– Commuter Services information
• Transfers to rideshare matching, employer services, Park & Rides
• Features Interactive Voice Response (IVR)
– Speech recognition, barge‐in and short‐cuts, floodgates
What can I help you with? Traffic, Transit or Commuter Services?
Website, Go511.com
Features:
• Traffic map and real‐
time traffic information
• Transit Trip Planning
• General travel and transit information
• Commute Services information
Real‐Time Traffic and Traffic Cameras
Transit: Trip Planner
Transit: Find a Provider
Commuter Services: Park & Ride Lots
Traveler Information Center (TIC)
• Hours of operation • Weekdays: 4am – 11pm
• Weekends: 9am – 9pm
• Utilizes the Event Reporting system (ERS) to verify and post incidents
• Post alerts on IVR and Web
• Process feedback
• Monitor and report data outages
Traveler Information Center
Call Center
• Hours of operation • 24 hours a day, 7 days a week
• Screen pop
• Assist callers by collecting information and placing them back into 511 to retrieve information
• Report on user feedback
511 Statistics
• Usage Volume:
– IVR Calls: over 1.6 million calls, average of about 160,000 calls a month
– Web visits: over 255,000 visits, average of about 25,000 visits a month
Outreach Efforts
• Launch Campaign • Continued Outreach Efforts:
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Caltrans Signage
Partnerships
Traditional Advertising
Public Relations
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Customer Feedback
• Have received over 10,000 feedback messages
– Over 60% have been praise for the system • Recognition Issues
• Traffic Speeds and Travel Times
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Origin to destination planning
Mobile website and apps
Alternate route information
Personalization (automated alerts)
511 Next Steps
• Scheduled Future Enhancements:
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Spanish Phone System
Personalization
Special Event Information
API and RSS feed Development
Smart Phone Applications and Mobile Web Site
Arterial Information
Thank You
• Questions?