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Perform System Monitoring of 511 Systems.

A national experience with the development and deployment of 511 Systems.

September 2005
USA

Background

In March of 1999, the U.S. Department of Transportation (USDOT) petitioned the Federal Communicatio
designate a nationwide three-digit telephone number for traveler information. In July 2001, the FCC desig
traveler information number. As of March 2005, twenty-six 511 services across the country are operation
valuable lessons on deploying and operating systems.

In early 2001, the American Association of State Highway and Transportation Officials (AASHTO), the Am
Association (APTA), and the Intelligent Transportation Society of America (ITS America) with the support
511 Deployment Coalition. The goal of the Coalition is that 511 will be a “customer driven multi
available across the United States, accessed via telephones and other personal communications devices
deployed interoperable systems, enabling a safer, more reliable and efficient transportation system.
published the Implementation and Operational Guidelines for 511 Services, Version 3.0 to assist implem
systems and increasing the level of operational knowledge among the 511 community. The lesson below
which has captured the experiences from many of the existing 511 services nationwide.

Lesson Learned

System monitoring is a critical function for 511. It can help agencies manage their projects and direct res
can also be useful when seeking funding to continue or expand 511 services. In addition, system monitor
ensuring customer satisfaction. Through monitoring the accuracy and reliability of the 511 system, deploy
the quality of their 511 service, and can respond to problems or issues as they arise. System monitoring
customers receive a high quality product.

System monitoring can be divided into three primary categories: usage, reliability and accuracy.

Monitor system usage: The 511 Deployment Coalition asks that 511 deployers report usage statis
month. The usage information is valuable to the Coalition, other deployers and in marketing and ou
statistics can help deployers gauge the consumer response to their services and enable compariso
list of statistics tracked by the Deployment Coalition is included in Appendix A of the Guidelines, an

 Calls Per Month – the total number of calls to the 511 system. This information is gathered as
511 services by the deployer. Some systems have an official public launch ceremony while ot
the service as carriers reprogram switches.
 Peak Call Day, Count and Reason – the day of the month that the system received the most t
received that day and the reason for the influx of calls. Overtime, the peak call day usually ha
travel, a major incident or weather phenomena.
 Peak Call Hour, Count, Date and Reason – the hour of the month that the system received th
of calls received, the date and the reason for the influx of calls. Over time, the peak call hour

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holiday travel, a major incident or weather phenomena, but it is not necessarily on the peak c
 Highest Simultaneous # of Ports – the peak number of simultaneous ports (or calls) during a c
can assist a deployer in making decisions to expand or contract the maximum number of simu
system can handle.
 Number of Regular Users – those service users who access information five or more times pe
 Average Call Length (Seconds) – the total length of all calls in seconds divided by the total nu
increasing average call length may indicate that consumers are having problems accessing in
see their average call length decrease when switching to a voice response system and as use
barge-in feature, menu structure and shortcuts.
 Maximum Call Length – some deployers have a time limit established while others allow "unli
become a cost issue.
 Total Minutes per Month – the total number of minutes that calls to 511 were connected to the
minutes per month is similar to average call length above.
 Percent Wireless and Landline – the number of calls received via wireless and landline calls d
calls. These percentages are useful in determining the effectiveness of 511 marketing campa
road signs should see an increase in wireless usage and bill inserts may increase landline us
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
to be available.
 Percent Calls from Outside Service Area – all other calls other than those above with some d
from which these callers "originate."
 Percent Category – the Coalition currently asks deployers the percentage of calls to the follow
Ferry, No Selection / Information, Other Language, Road Conditions, Segment Reports, Tran
and agencies), Traffic, Transit, Weather, and Other Categories (Airports; Bicycling; Carpoolin
Incentives; Paratransit; Parks– information on transportation options or activities at national, s
Spare the Air; Tourism – information specifically designed for tourists; and Travel Times
information). These categories are based on actual menu choices for systems around the cou
between like systems. An increase in the No Selection / Information category may indicate pr
experiencing with the system dropping calls or recognizing voice inputs.
 Caller Comments – not all user comments are positive relating to service availability or conten
comments where callers do not “like” the service or voice recognition system. Some commen
improving the service such as by adding coverage or having information available in a differen
example).

Monitor system reliability: System reliability is the second key component of system monitoring. I
the system availability with a pre-determined standard. These Guidelines recommend that the 511
the time (allowing for 17.5 hours of downtime annually). Other metrics that could be used are Mean
Mean Time to Repair. Deployers should focus on a few key metrics because system monitoring can
if it is not narrowly focused to achieve project related goals. Detailed performance measures are als
the Guidelines.

Monitor system accuracy: The purpose of system accuracy monitoring is to ensure that the 511 i
users matches actual conditions on the roadway. This is especially important since 511 depends on
sources, the reliability of which may be uncertain. System accuracy monitoring is generally accomp

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incidents (or non-reports) and determining for a specific period, whether 511 was providing accurat
agency can work to improve the data feeds it is receiving.

This lesson learned highlights the need for deployers to monitor their 511 system. System monitoring ass
managing their projects and in ensuring customer satisfaction. Through system monitoring, deployers ca
service against pre-determined standards, and can address any issues or problems that arise. Moreover
Deployment Coalition with a means for understanding nationally the full scope and impact of 511.

Comments

No comments posted to date

Benefits From This Source

Customer satisfaction with 511 ranged from 68 to 92 percent in four deployments studied.

Source

America's Travel Information Number: Implementation and Operational Guidelines for 51

Author: 511 Deployment Coalition

Published By: Federal Highway Administration, U.S. DOT

(USA)

Prepared by the 511 Deployment Coalition for the U.S. DOT

Source Date: September 2005

URL: http://www.deploy511.org/docs/511%20Guidelines%20Version%203.0.pdf

Other Lesson Titles From This Source:

None

Contacts

Lesson Analyst:
Margaret Petrella
RITA/Volpe National Transportation Systems Center
617-494-3582

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petrella@volpe.dot.gov

Classifications

Lesson Categories Application Areas States

Management & Intelligent Infrastructure > None defined

Operations > Evaluation & Traveler Information >
Performance Pre-trip Information > 511
Measurement
Intelligent Infrastructure >
Traveler Information > En-
route Information > 511

Systems Engineering Focus Areas Goal Areas

System Verification & Major Initiatives > Customer Satisfaction

Deployment Integrated Corridor
Management Systems
System Validation
Major Initiatives >
Emergency Transportation
Operations

Other Program Activities >

511 Travel Information

Other Program Activities >

Real Time Traveler
Information

Other Program Activities >

Rural ITS Deployment

Lesson ID: 2007-00389

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