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VI. Implementation and Operations Guidelines for 511 Services - Appendices
A. 511 Call Statistics
Currently, all 511 deployments report usage information to the Coalition. Only a few are able to report all the information desired below and with the release of this version of the Guidelines more of this information should be available in the future.
The statistics below are hypothetical and are for illustrative purposes. The "total" exceeds 100% because callers may make more than one content choice on their 511 call.
Calls Per Month |
333,333 |
Peak Call Day |
1-Jan |
Peak Call Day Count |
28,900 |
Peak Call Day Reason |
Snowstorm |
Peak Call Hour |
3:00 PM |
Peak Call Hour Count |
8,000 |
Peak Call Hour Date |
1-Jan |
Peak Call Hour Reason |
Snowstorm |
Highest Simultaneous # of Ports |
120 |
# of Regular Users |
85,000 |
Average Call Length (seconds) |
125.6 |
Maximum Call Length |
10.0 |
Total Minutes Per Month |
697,777 |
% Wireless |
55.00% |
% Wireline |
45.00% |
% Calls From Service Area |
70.00% |
% Calls From Outside Service Area |
30.00% |
% Category |
|
Construction |
11.32% |
Ferry |
5.12% |
No Selection / Information |
7.00% |
Other Language |
4.00% |
Road Conditions |
60.65% |
Segment Reports |
66.00% |
Traffic |
72.39% |
Transfers |
4.00% |
Other 511 Services |
2.00% |
Other Agencies |
2.00% |
Transit |
9.00% |
Weather |
57.45% |
Other Categories |
29.00% |
Airports |
2.00% |
Bicycling |
0.70% |
Carpooling/Vanpooling |
1.10% |
Commuter Incentives |
0.30% |
Paratransit |
0.30% |
Parks |
1.10% |
Services |
8.00% |
Spare the Air |
0.50% |
Tourism |
4.00% |
Travel Times |
11.00% |
TOTAL |
332.61% |
Caller Comments |
1,222 |
Positive |
823 |
Negative |
399 |
Suggestions |
151 |
The following describes the type of information needed and a rationale for providing it:
- Calls Per Month the total number of calls to the 511 system. This information is gathered as of the date of the launch of 511 services by the deployer. Some systems have an official public launch ceremony while others choose to slowly roll out the service as carriers reprogram switches.
- Peak Call Day, Count and Reason the day of the month that the system received the most total calls, the number of calls received that day and the reason for the influx of calls. Over time, the peak call day usually has been caused by holiday travel, a major incident or weather phenomena.
- Peak Call Hour, Count, Date and Reason the hour of the month that the system received the most total calls, the number of calls received, the date and the reason for the influx of calls. Over time, the peak call hour usually has been caused by holiday travel, a major incident or weather phenomena, but it is not necessarily on the peak call day.
- Highest Simultaneous # of Ports the peak number of simultaneous ports (or calls) during a calendar month. This measure can assist a deployer in making decisions to expand or contract the maximum number of simultaneous calls that their system can handle.
- # of Regular Users those service users who access information five or more times per calendar month.
- Average Call Length (Seconds) the total length of all calls in seconds divided by the total number of calls to 511. An increasing average call length may indicate that consumers are having problems accessing information. Deployers usually see their average call length decrease when switching to a voice response system and as users become familiar with the barge-in feature, menu structure and shortcuts.
- Maximum Call Length some deployers have a time limit established while others allow "unlimited" access which can become a cost issue.
- Total Minutes per Month the total number of minutes that calls to 511 were connected to the system. The rationale for total minutes per month is similar to average call length above.
- Percent Wireless and Landline the number of calls received via wireless and landline calls divided by the total number of calls. These percentages are useful in determining the effectiveness of 511 marketing campaigns as new billboards and road signs should see a increase in wireless usage and bill inserts may increase landline usage. A decrease in wireless usage may indicate that there is a problem with switch programming or call routing.
- Percent Calls From Service Area determined by the area codes or area code and exchange where the service is designed to be available.
- Percent Calls From Outside Service Area all other calls other than those above with some deployers tracking the states from which these callers "originate."
- Percent Category the Coalition currently asks deployers the percentage of calls to the following categories: Construction, Ferry, No Selection / Information, Other Language, Road Conditions, Segment Reports, Transfers (to other 511 services and agencies), Traffic, Transit, Weather, and Other Categories (Airports; Bicycling; Carpooling / Vanpooling; Commuter Incentives; Paratransit; Parks information on transportation options or activities at national, state and local parks; Services; Spare the Air; Tourism information specifically designed for tourists; and Travel Times segment or point to point information). These categories are based on actual menu choices for systems around the country and enable comparisons between like systems. An increase in the No Selection / Information category may indicate problems that customers are experiencing with the system dropping calls or recognizing voice inputs.
- Caller Comments not all user comments are positive relating to service availability or content and there can be negative comments where callers do not "like" the service or voice recognition system. Some comments can be suggestions for improving the service such as by adding coverage or having information available in a different manner (by mile marker, for example)
Return to 511 Guidelines, Ver. 3
B. 511 Website Statistics
Monthly Unique Visitors |
14,995 |
Monthly Page Views |
111,111 |
Peak Unique Visitors Day |
1-Jan |
Peak Unique Visitors Count |
740 |
Peak Page View Day |
1-Jan |
Peak Page View Count |
8,000 |
% Category |
|
Camera Views |
60.00% |
Construction |
10.00% |
Ferry |
5.00% |
No Selection / Information |
26.00% |
Other Language |
4.00% |
Road Conditions |
71.00% |
Segment Reports |
34.00% |
Traffic |
68.00% |
Transfers |
8.00% |
Other 511 Services |
3.00% |
Other Agencies |
5.00% |
Transit |
14.00% |
Weather |
78.00% |
Other |
53.00% |
Airports |
3.00% |
Bicycling |
1.00% |
Carpooling/Vanpooling |
2.00% |
Commuter Incentives |
2.00% |
Paratransit |
3.00% |
Parks |
4.00% |
Services |
8.00% |
Spare the Air |
1.00% |
Tourism |
7.00% |
Travel Times |
22.00% |
TOTAL |
393.00% |
Website Comments |
22 |
Positive |
15 |
Negative |
7 |
Suggestions |
3 |
The website statistics collected by the Coalition are to mirror the telephone service statistics as closely as possible for "apples to apples" comparisons. Information category and comment "definitions" are the same as those relating to 511 telephone service information provision established by the Coalition above and previously.
The statistics above are hypothetical and are for illustrative purposes. The "total" exceeds 100% because website visitors may make more than one content choice at the co-branded 511 website.
The following Internet terminology may be new to 511 deployers:
- Unique Visitors measured according to their unique IP addresses, which are like online fingerprints, and counted only once no matter how many times they visit the site.
- Page Views a webpage that has been viewed by one visitor.
Return to 511 Guidelines, Ver. 3
C. 511 System Performance Measures
System performance measures are meant to help monitor 511 reliability from the following standpoints:
- System Design / Engineering overall system design point of view and meeting of design expectations
- Operational related to the workings of the system
- Maintenance as the system is designed to operate
These measures are optional and in addition to the above 511 usage measures regarding content quality and the effect of traveler information on consumer travel modes and choice. The 511 usage measures that the Coalition currently tracks focus on objective measures of how often users call, what information they access, etc.
These performance measures provide a more detailed manner for 511 deployers to consider tracking their system performance to ensure that their customers receive reliable access to 511. Another outcome is to provide tools and resources for reliable system upgrades and development.
When designing a 511 system, deployers should undertake a systems engineering approach to ensure quality of performance and to document performance management. The 511 deployer should undertake a total system monitoring application, or collection of applications, with reports that document system performance and that are clearly labeled and contain the date and time of data capture according to the deployer's needs. Some of the measures below are related to the system itself and others are related to enabling the system's operations and availability.
Note that where 511 services are embedded within a more comprehensive, multimodal, or multiagency ATIS, many of these measures will apply more broadly than just to the 511 system portion.
Examples of system performance monitoring follow:
- 511 system's network and facility infrastructure shall be monitored for temperature, disk space, phone lines, data acquisition, power interruption and usage. Monitoring shall occur at all times (24 / 7 / 365), with the availability of personnel on-call to support system needs. While on-call, personnel shall have remote access to systems for immediate action.
- Contact information for appropriate personnel for notification at any time (24 / 7 / 365) of system problems or emergencies should be available.
System Design / Engineering
- To ensure that messages being provided by the 511 systems contain the latest information, software monitors shall be maintained in locations of data flow including:
- Data acquisition, data fusion and message generation
- Message data transfer to the 511 systems
- Time entered to availability on 511
- Message delivery to the customer
- System backup and recovery action shall include a network environment consisting of a set of systems designed to share capacity across a number of systems. In the event of power interruption, Uninterruptible power supply systems should supply power to all systems until back-up power is available.
- Network backup shall consist of the following layers:
- General network access to each system
- Modem backup in the event of network failure
- Should all remote access to systems be lost, final backup shall include portable media ingest, from disk or other means, on a recurring basis until remote access is restored.
- Mean time between failures for each component, and for the entire system, shall be determined and measured with actual system performance and availability.
Operational
- System Performance Reporting should be monitored on a basis determined by the 511 deployer, at least monthly, and could include:
- Number of data (incident, road condition, construction, etc.) transfer requests
- Number of successful data transfers from database to 511 system, these could be from the deployer to the ASP, from the ASP to the 511 Database and from the database to the 511 system IVR
- Number of batch data transfers there could be several different batch data transfers, depending on the system design
- Transfer of information (from database) to IVR for dissemination
- Average age of incident messages (from generation to clearance)
- Average age of non-incident messages such as an airport floodgate message with changing homeland security alert levels
- Average age of the message set transferred to the 511 system this may vary with various data sets, etc.
- Comparison to source data quality control to ensure that data is not corrupted and messages are developed properly
- System CPU usage / capacity to monitor the amount of data to check system availability and performance
- System data storage also for overall system performance
- Peak number of simultaneous users to gauge appropriate system sizing
- Unscheduled system downtime when the system went down, when it came back online, the reason for the failure and how it was fixed to gauge system operations according to contract terms
- Maintenance downtime when the system went down and when it came back online to gauge system operations according to contract terms
Maintenance
- Functionality of:
- Telephone System
- XML data feed is information current and correct?
- Voice recognition software is tuning required to enable customer access to information?
- Data transfers / regional interoperability is information exchange from neighboring 511 services available?
- Call transfers are calls being routed to the proper agency and service numbers?
- Touchtone access available as a back up, or primary in some cases, method of accessing information?
- Multilingual message coordination are translations proper and conveying appropriate information?
- Call in reporting function are floodgates and other messages available on the service?
- Website
- XML data feed is information current and correct?
- Website hyperlinks are Internet users being routed to the proper agency and service websites?
- "Static" databases is this information still available and accurate?
Return to 511 Guidelines, Ver. 3
D. 511 Core Survey Questions
The following set of "Core Questions" is recommended for use by all evaluators conducting 511 customer satisfaction surveys in their states. While a number of the questions can be used "off the shelf," others will have to be revised, depending on the specific 511 service and the type of information it provides.
Evaluators will want to include additional questions tailored to their specific 511 service. In particular, questions should be designed to address aspects of the service that are problematic or to obtain customer feedback with recently implemented enhancements. The 511 customer survey fielded in Arizona (2004), for example, included a series of questions assessing the user interface (voice recognition versus phone buttons), as customers had complained about the voice recognition feature of the service.
For guidance in designing the study approach and questionnaire, evaluators should consult the report, "Implementing a Standard Evaluation Approach and Standard Measures in 511 Customer Satisfaction Surveys," sponsored by the Intelligent Transportation Systems Joint Program Office, United States Department of Transportation.
For additional assistance, please contact the following staff at the Volpe National Transportation Systems Center:
Jane Lappin, Program Manager
Volpe National Transportation Systems Center
617-494-3692
Margaret Petrella, Social Scientist
Volpe National Transportation Systems Center
617-494-3582
CORE QUESTIONS SURVEY
We will begin with a few questions about your use of 511.
A1. When did you first call 511? Was your first call to 511 the time you were invited to participate in this survey; was your first call some other time within the past month; would you say it was between 2 and 6 months ago, between 7 and 12 months ago, or would you say your first call to 511 was more than a year ago? [RECORD ONE]
1. It was the first time when recruited for survey
2. Within the past month
3. Between 2 and 6 months ago
4. Between 7 and 12 months ago
5. Over a year ago
9. CAN'T REMEMBER/DON'T KNOW/REFUSED [DO NOT READ]
A2. How did you first hear about 511? [RECORD ONE]
[IF RESPONDENT VOLUNTEERS MORE THAN ONE, ASK: Which of those did you see/hear first?]
<NOTE: evaluators should add or delete response categories as appropriate>
1. Saw it on electronic sign over the road
2. Saw it on a sign beside the road
3. From friend/coworker
4. Newspaper
5. TV
6. Radio
7. DOT website
8. Other. Please describe: ____________________________________________
9. DON'T KNOW/REFUSED [DO NOT READ]
[IF A1 ANSWER WAS "FIRST TIME," SKIP TO B. OTHERWISE, CONTINUE.]
A3. How many times have you called 511 in the past month? [IF RESPONDENT UNSURE, PROBE: What would be your best guess?]
_______________ [RECORD ESTIMATE OF NUMBER]
998 = 998 Times or More
999 = DON'T KNOW/REFUSED [DO NOT READ]
A4. Would you estimate that you place more of your calls to 511 from your cell phone, from a landline, or would you say you call 511 about equally from a cell phone and landline? [RECORD ONE]
1. Most from Cell Phone
2. Most from a Landline
3. About Equally cell phone and landline
9. DON'T KNOW/REFUSED [DO NOT READ]
A5a. Have you ever called 511 in a different city in this state? [RECORD ONE]
1. Yes.
2. No
9. Don't know or can't remember [DON'T READ]
<NOTE: Evaluators should only ask Q5a if they live in a state that provides separate 511 service for different metropolitan regions i.e. Florida offers 511 service in Orlando and Miami>
A5b. Have you ever called 511 in a different state? [RECORD ONE]
1. Yes. Which states would those be? [RECORD STATES] _______________
2. No
9. Don't know or can't remember [DON'T READ]
B. Now I'd like to ask you about the call you were making to 511 when we intercepted you on
___ [CATI- INSERTED DATE AND TIME FROM INTERCEPT SURVEY] _____:
B1. Where were you when you phoned? Were you at home, at work, driving, a passenger in a private vehicle, a passenger on a bus or commuter rail, waiting at a bus or commuter rail stop, or were you somewhere else? [RECORD ONE]
<NOTE: evaluators should add or delete response categories as appropriate, depending on the transportation facilities available>
1. At Home
2. At Work
3. Driving
4. A passenger in a private vehicle
5. A passenger on a bus
6. Waiting at a bus stop
7. A passenger on commuter rail
8. Waiting at a commuter rail stop
9. Somewhere else [ASK: Where was that?] [RECORD RESPONSE]
______________
99. DON'T KNOW/REFUSED [DO NOT READ]
B2. Did you call 511 for information regarding a specific trip you were making? [RECORD ONE]
1. Yes
2. No (E.G. "I WAS JUST EXPLORING 511.") [SKIP TO C]
9. DON'T KNOW/REFUSED [DO NOT READ] [SKIP TO C]
B3. Did you call before a trip or while you were traveling? In other words, were you
already traveling when you called, was your call within 15 minutes of leaving on the trip;
was it more than 15 minutes in advance of the trip, but on the same day; or, was it a day or
more in advance of the trip when you called? [RECORD ONE]
1. While traveling
2. Within fifteen minutes before setting out
3. More than 15 minutes in advance of your trip, but on the same day
4. A day or more in advance for a trip you were planning
9. CAN'T REMEMBER/DON'T KNOW/REFUSED [DO NOT READ]
B4. What type of transportation did you use for this trip? [SELECT ALL THAT APPLY] [IF R SAYS, "CAR" CLARIFY: Were you driving the car or were you a passenger? Was that a private or commercial vehicle?] [PROBE: For example, did you drive a private vehicle, were you a passenger in a private vehicle, did you use a bus or commuter rail, did you use a commercial vehicle, did you bike, did you walk or did you use some other means of transportation?]
<NOTE: evaluators should add or delete response categories as appropriate, depending on the transportation facilities available>
1. Drove Private Vehicle
2. Passenger in Private Vehicle
3. Bus
4. Commuter rail
5. Commercial Vehicle. [PLEASE SPECIFY TYPE ] ______________________
6. Bike
7. Walking
8. Some Other Means, SPECIFY: ____________
9. DON'T KNOW/REFUSED [DO NOT READ]
B5. What was your primary purpose for making this trip? [IF NECESSARY: Were you commuting to or from work or school; was it a work or school related trip other than commuting; was the trip for family or personal reasons such as shopping or medical appointments; was the trip for social, religious, or recreational reasons; or was there some other purpose for your trip?]
[IF R SAYS "WORK," CLARIFY: Were you commuting to work, or were you making a business trip?] [RECORD ONE]
1. Commuting to or from work or school
2. Work- or school-related travel, but not a commute trip
3. Family or personal reasons such as shopping or medical appointments
4. Social, religious, or recreational
5. Other (PLEASE SPECIFY: __________________________________]
9. DON'T KNOW/REFUSED [DO NOT READ]
B6. When we interrupted your call on [CATI INSERT DATE FROM INTERCEPT] you indicated that you called 511 for information on [CATI INSERT ANSWER FROM B6 OF INTERCEPT QUESTIONNAIRE]. Is that correct? [RECORD ONE]
1. Yes
2. No. What information were you seeking? (SPECIFY: _______________________)
9. DON'T KNOW/REFUSED [DO NOT READ]
B7. In general, how satisfied were you with the information you got for the trip you were taking? Would you say you were very satisfied, somewhat satisfied, neither satisfied nor dissatisfied, dissatisfied, somewhat dissatisfied, or very dissatisfied with the information you received? [RECORD ONE]
1. Very Satisfied
2. Somewhat Satisfied
3. Neither Satisfied nor Dissatisfied]
4. Somewhat Dissatisfied
5. Very Dissatisfied
9. DON'T KNOW/REFUSED [DO NOT READ]
B8. Now, I'd like to find out if you made any changes to your trip or travel plans as a result of the information you got from 511. I'm going to read a list of possible changes and would like you to say yes or no to each. Did you: [READ EACH AND CHECK ALL THAT APPLY.] [RANDOMIZE ORDER B10a-B10i]
Question |
YES |
NO |
DK/REF [DO NOT READ] |
|---|---|---|---|
B10a. Did you decide to leave earlier |
1 |
2 |
9 |
B10b. Did you decide to leave later |
1 |
2 |
9 |
B10c. Did you take a different bus |
1 |
2 |
9 |
B10d. Did you decide to take a different type of transportation? |
1 What type was that? ____________ |
2 |
9 |
B10e. Did you decide to take a different route |
1 |
2 |
9 |
B10f. Did you decide to make stops on the way that you wouldn't otherwise have made |
1 |
2 |
9 |
B10g. Did you slow down or change speed |
1 |
2 |
9 |
B10h. Did you change lanes |
1 |
2 |
9 |
B10i. Did you make another type of change? |
1 What change was that? ___________ |
2 |
9 |
[IF A2 WAS "FIRST TIME," SKIP TO FIRST-TIME CALLER QUESTIONNAIRE]
C. Now I'd like to ask you about all calls you've made, not just for this one trip.
C1. First, have you used 511 to obtain road information in the past?
1. Yes
2. No
9. DON'T KNOW/REFUSED
C2. Have you used 511 to obtain bus information in the past?
1. Yes
2. No
9. DON'T KNOW/REFUSED
<NOTE: Question series C should cover each of the different types of information provided by the 511 service (i.e. commuter rail, Amtrak, subway, ferry, tourist, etc.). For example, if 511 provides information about commuter rail, add question C3, as follows: Have you used 511 to obtain commuter rail information in the past?>
D. Now, I'd like you to rate your level of agreement with a several statements. For each statement, please tell me if you strongly agree, agree, are neutral, disagree, or strongly disagree.
Please say "not applicable" or "don't use" if I ask about an aspect of the 511 service that you do not use.
D1. [IF C1 WAS NO OR DON'T KNOW, SKIP TO D2] [IF C1=2 OR 9, SKIP TO D2] [IF NECESSARY, AFTER EACH STATEMENT READ: Would you say you strongly agree, agree, are neutral, disagree, or strongly disagree with the statement, or is this an aspect of 511 that you do not use?] [RANDOMIZE ORDER D1a-D1d]
Question |
Strongly Agree |
Agree |
Neutral |
Disagree |
Strongly Disagree |
Aspect Not Used |
DON'T KNOW/REFUSED [DO NOT READ] |
|---|---|---|---|---|---|---|---|
D1a. The traffic information I get from 511 is accurate and timely. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
D1b. 511 covers the areas and routes I'm interested in |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
D1c. Information on traffic delays and incidents is provided in sufficient detail to be useful to me. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
D1d. Information from 511 helps reduce the stress of driving. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
D2. [IF C2 WAS NO OR DON'T KNOW, SKIP TO D3] [IF C2=2 or 9, SKIP TO D3] [IF NECESSARY, AFTER EACH STATEMENT READ: Would you say you strongly agree, agree, are neutral, disagree, or strongly disagree with the statement, or is this an aspect of 511 that you do not use?] [RANDOMIZE ORDER D2a-D2d]
Question |
Strongly Agree |
Agree |
Neutral [VOLUNTEERED] |
Disagree |
Strongly Disagree |
Don't Use/No Opinion [DO NOT READ] |
|---|---|---|---|---|---|---|
D2a. I only check 511 to see if buses are operating normally. |
1 |
2 |
3 |
4 |
5 |
6 |
D2b. 511 covers all of the bus services I'm interested in |
1 |
2 |
3 |
4 |
5 |
6 |
D2c. 511 makes it more convenient for me to take the bus. |
1 |
2 |
3 |
4 |
5 |
6 |
D2d. Getting bus information from 511 is easier than any other way. |
1 |
2 |
3 |
4 |
5 |
6 |
<NOTE: Questions series D should cover each of the different types of information provided by the 511 service. For example, if 511 provides information about commuter rail, ask QD2 (items a-d) with reference to "commuter rail."
D3. [for all users] [IF NECESSARY, AFTER EACH STATEMENT READ: Would you say you strongly agree, agree, are neutral, disagree, or strongly disagree with the statement, or is this an aspect of 511 that you do not use?] [RANDOMIZE ORDER D3a-D3e]
Question |
Strongly Agree |
Agree |
Neutral [VOLUNTEERED] |
Disagree |
Strongly Disagree |
Aspect Not Used |
Don't Use/No Opinion [DO NOT READ] |
|---|---|---|---|---|---|---|---|
D3a. It is easy to navigate through the 511 menu to get the information I need. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
D3b. I am more likely to take the bus due to information on 511. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
D3c. I call 511 most often when the weather is bad. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
D3d. I am able to get through to 511 without any busy signals. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
D3e. I can easily understand the information on 511 |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
E1. Now, I'd like you to rate your level of agreement with several statements about the potential benefits you might experience from using 511. For each statement, please tell me if you strongly agree, agree, are neutral, disagree, or strongly disagree. Please say "does not apply" if I ask about a benefit that does not apply to you. [IF NECESSARY, AFTER EACH STATEMENT READ: Would you say you strongly agree, agree, are neutral, disagree, or strongly disagree with the statement?] [RANDOMIZE ORDER E1a-E1g]
Question |
Strongly Agree |
Agree |
Neutral [VOLUNTEERED] |
Disagree |
Strongly Disagree |
Does Not Apply [DO NOT READ] |
Don't Use/No Opinion [DO NOT READ] |
|---|---|---|---|---|---|---|---|
E1a. 511 saves me time. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
E1b. 511 helps me decide when to leave. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
E1c. 511 helps me decide whether to take a different route. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
E1d. 511 helps me arrive on time. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
E1e. 511 helps me decide whether to take a different mode of transportation |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
E1f. 511 helps me avoid traffic congestion |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
E1g. 511 provides roadway weather information that helps me avoid unsafe driving conditions. |
1 |
2 |
3 |
4 |
5 |
6 |
9 |
E1g. Is there some other important benefit you obtain from using 511 that we have not mentioned? [RECORD ONE]
1. Yes: Specify __________________________________________________
2. No [SKIP TO E2]
9. DON'T KNOW/REFUSED [DO NOT READ] [SKIP TO E2]
<Note: Previous research provides data on this question. If constrained by space, this question can be omitted.>
E2. Now, I'm going to read a list of potential improvements to 511 and ask you to rate each one as a high, medium, or low priority change you'd like to see. [IF NECESSARY, AFTER EACH STATEMENT, READ: In your opinion, should that be high, medium, or low priority change for the 511 system?] [RANDOMIZE ORDER E2a-E2e]
<NOTE: Evaluators should revise the list of improvements, as appropriate, for the particular service being evaluated>
E2a. improvements to the speech recognition feature |
High (1) |
Medium (2) |
Low (3) |
DK/REFUSED (9) |
E2b. adding more roads that currently aren't covered |
High (1) |
Medium (2) |
Low (3) |
DK/REFUSED (9) |
E2c. providing information on when a bus will arrive at a particular stop |
High (1) |
Medium (2) |
Low (3) |
DK/REFUSED (9) |
E2d. providing information on roads in neighboring states |
High (1) |
Medium (2) |
Low (3) |
DK/REFUSED (9) |
E2e. providing more detailed information on general traffic congestion levels and delays |
High (1) |
Medium (2) |
Low (3) |
DK/REFUSED (9) |
E2f. Is there anything more you would like to add to the list of potential improvements? [RECORD ONE]
1. Yes: Specify __________________________________________________
2. No [SKIP TO E3a]
9. DON'T KNOW/REFUSED [DO NOT READ] [SKIP TO E3a]
E2f1. And, in your opinion, should that be high, medium, or low priority change for the 511 system? [THIS QUESTION REFERS TO RESPONDENT'S SUGGESTED IMPROVEMENT.] [RECORD ONE]
1. High Priority
2. Medium Priority
3. Low Priority
9. DON'T' KNOW/REFUSED [DO NOT READ]
E3a. Have you used radio traffic reports as a source of travel information?
1. YES
2. NO [SKIP TO F]
9. DON'T KNOW/REFUSED [DO NOT READ] [SKIP TO F]
E3b. How many times per month do you use radio traffic reports as a source of travel information?
_______ [998=998 times or more; 999=don't know/refused]
E3c. Do you think the quality of information provided in radio traffic reports is much better than 511's information, somewhat better, about the same as 511, somewhat worse, or are radio traffic reports much worse than 511?
1. MUCH BETTER THAN 511
2. BETTER THAN 511
3. ABOUT THE SAME AS 511
4. WORSE THAN 511
5. MUCH WORSE THAN 511
6. HAVE NEVER USED [VOLUNTEERED]
9. DON'T KNOW/REFUSED [DO NOT READ]
F. These final questions will help us group your answers with the answers of other people in the survey.
F1. [RECORD GENDER OF RESPONDENT WITHOUT ASKING]
1. Male
2. Female
F2. What is your age? [IF NECESSARY: Are you 18 to 24, 25 to 34, 35 to 49, 50 to 64, or 65 and over?]
1) 18 to 24
2) 25 to 34
3) 35 to 49
4) 50 to 64
5) 65 and over
9) DON'T KNOW/REFUSED [DO NOT READ]
F3. What is the highest grade of school or year of college you completed?
1) Less than HS grad
2) HS graduate
3) At least two full years of college
4) Bachelor's degree
5) Postgraduate degree
9) DON'T KNOW/REFUSED [DO NOT READ]
F4. Now, thinking about your family's total income from all sources before taxes during the last twelve months, was your family income less than $25,000, between $25,000 and $40,000, between $40,000 and $60,000, between $60,000 and $100,000 or over $100,000?
1) Less than $25,000 [SKIP TO F5]
2) $25,000 to $39,999 [SKIP TO F5]
3) $40,000 to $59,999 [SKIP TO F5]
4) $60,000 to $99,999 [SKIP TO F5]
5) $100,000 and over [SKIP TO F5]
9) DON'T KNOW/REFUSED [DO NOT READ] [ASK F4a]
<NOTE: If the cost of living is higher than average, evaluators may want to adjust response category 5 to "$100,000 to $149,999" and add the response category "$150,000 and over."
F4a. I understand your hesitance. So we can group people into broad categories, could you tell me if your total annual household income above or below $60,000?
1. Below
2. Above
9) DON'T KNOW/REFUSED [DO NOT READ]
F5. What is the zip code where you currently reside? [FOR SNOWBIRDS AND OTHER TWO-ADDRESS PEOPLE, CLARIFY THAT WE WANT THE ZIP CODE WHERE THEY RESIDED ON THE DAY OF THIS CALL.] ___________
F6. Finally, are there any comments that you have about the 511 service? [RECORD VERBATIM]
Return to 511 Guidelines, Ver. 3
