511 Best Practices

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511 Best Practices

• Presentation to the 511 Working Group
• Dearborn, MI
• March 31, 2006
• Todd Kell
• PBSJ

2
Background

• Best Practices document is a 511 Deployment
  Coalition effort
• 511 is now available in 28 services in 24 states
• Its time to recognize exceptional elements of
  511 IVR systems and websites

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Purpose of Project

• Determine who provides best practices features
  or services across the country
• What this is Not A competition to see who is
  best
• What this Is A chance to recognize exceptional
  characteristics and elements of 511 services
  Innovation
• Document and introduce the best practices to a
  wider audience
• Spur advancement

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Purpose of Project

• Recognize some of the rarely discussed, but
  important, elements
• Focus not only on what the user hears/sees, but
  internal details of building and operating
  systems
• Develop a catalogue over time
• Strive for diversity
• Biggest, largest budget doesnt mean best it is
  the best in working with what is available

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Initial Web Survey

• You all received a request to visit a website and
  fill out a survey
• Reason for the survey?
• Input from everyone is key
• Survey asked for input from deployers to find
  best practices for IVR systems and co-branded
  websites
• Feedback was minimal
• 2 responses!
• Insight as to why so few people responded?

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Initial Web Survey

• A sample of categories
• Alerts
• Business Environment
• Call Routing
• Content
• Floodgates
• Highway coverage
• Incident info
• Travel times

• Compliance with Guidelines
• Innovative financing
• Institutional issues
• Interoperability
• IVR user interface
• Marketing
• Web design
• Website map navigation

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Template

• In the absence of feedback, we proceeded with
  creating a template
• Based on a brief, one page Case Study type of
  document
• Introduction
• This gives some background on how the category or
  subcategory was chosen
• Selection of deployment(s) providing best
  practices in selected category and justification
  why those deployments were chosen

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(No Transcript)
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In The Running

• Category IVR User Interface
• Subcategory Voice Shortcuts
• Best Practices
• North Carolina
• Arizona
• Virginia

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In The Running

• Category Content
• Subcategory CVO Information
• Best Practices
• Oregon

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In The Running

• Category Website
• Subcategory Simple (Textual) Camera Presentation
• Best Practices
• Arizona

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Next Steps

• We are working on Web Survey, Part II
• Get involved get us your feedback!
• You dont have to be familiar with every 511
  deployment to give us valuable feedback
• Its fine to point out best practices of your own
  deployment
• Researching other deployments can be a valuable
  learning experience for 511 deployers
• Our findings might turn into a session at the
  conference in July

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Sample of Categories

• Alerts email and other special alert features.
• Business Environment
• Call Routing
• Content
• Most innovative content category

• Customer Research
• Evaluations
• Innovative Funding
• Interoperability
• IVR User Interface
• Shortcuts
• Website
• Marketing
• Quality Assurance