511 Deployment Coalition Performance Measures

1
511 Deployment Coalition Performance Measures

• Coverage
• Usage
• Awareness
• Customer Satisfaction
• Pete Costello
• petecostello_at_pbsj.com

2
States and Top 60 Metropolitan Areas
CoveredActual Through December 2002Projected
from January 2003 to June 2005
June 2005 Goals 30 of Top 60 Metro Areas 25
States
3
Total U.S. Population CoveredActual Through
January 2003Projected from January 2003 to June
2005
Projected
June 2005 Goal 145 million
4
Usage Statistics

• Calls per Month
• Peak Call
• Day
• Count
• Reason
• Hour
• Count
• Date
• Reason
• Capacity Utilization
• of Dropped Calls
• Average Call Length
• Total Minutes per Month

5
Usage Statistics

• Wireless
• Wireline
• Category
• Traffic
• Transit
• Weather
• Construction
• Ferry
• Services
• Other

6
Total U.S. 511 Calls per Quarter From June 2001
through December 2002
7
Usage for Systems Operational gt 1 year From June
2001 through December 2002
8
511 Awareness

• ITS America commissioned Gallup Organization to
  conduct nationwide study on 511 in the Fall of
  2001
• National Awareness 10
• 2003 Next Data Point
• Minnesota DOT Statewide Traveler Information
  Study
• March 2002 Awareness
• Statewide 13
• Metropolitan 11
• December 2002 Awareness After July Launch and
  Marketing Campaign
• Statewide 25
• Metropolitan 28

9
511 Customer Satisfaction

• ITS America to study national 511 satisfaction in
  2003
• Minnesota DOT Statewide Traveler Information
  Study 511 Users
• Overall, how satisfied are you with the 511
  service?
• Very / Somewhat Satisfied 93
• Not Very / Not at All Satisfied 7
• How likely do you think you will be to use the
  511 service in the future?
• Very / Somewhat Likely 93
• Not Very / Not at All Likely 7

10
Initial Questions for Customer Satisfaction

• Overall, how would you rate the 511 travel
  information system?
• Excellent, Good, Average, Below Average, Poor
• How confident are you that if you called 511, you
  would receive the appropriate information?
• Very Confident, Somewhat Confident, Not Very
  Confident, Not Confident at all
• How satisfied were you with each of the
  following
• (Very Satisfied, Somewhat Satisfied, Not Very
  Satisfied, Not at all Satisfied)
• The quality of the service?
• The accuracy of the traffic information?
• The accuracy of the transit information?

11
511 Deployment Coalition Performance Measures

• Coverage
• Usage
• Awareness
• Customer Satisfaction
• Pete Costello
• petecostello_at_pbsj.com