Transcript 511 Travel Information Service for New York State

A Travel Information Service
for New York State
New York State Department of Transportation
Purpose
To share with you:
 Background on 511
 NYSDOT's Vision for 511 for New York State
 Contents of 511 NY travel information service
 Recent 511-related activities
 Implementation
 Information coordination
 Operation and participation
What is 511?
National Deployment Status
• 511 is the number for getting travel information by phone
 Designated by the FCC in 2000 for use by state DOTs
 32 states with partial or complete statewide coverage
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115-million-plus calls since inception
Available to 47% of population in 2007
65% of population in 2008
• 8 new states online by year-end 2008
• Canada deploying 511 service
• In NY, 511 will be the brand for travel information via:
 Telephone, Web site and e-notifications
Vision for 511 NY
New York State’s 511 Travel Information System
provides useful, high-quality, comprehensive,
readily available and accessible travel information
in a timely manner to its customers.
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Customers include the traveling public, the commercial
sector and transportation system operators.
The goal is to increase travel and transportation
satisfaction through:
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Increased mobility and reliability
Enhanced safety and security
Environmental sustainability
Economic competitiveness
Objectives
• Seek out and use the best information available
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TRANSCOM Regional Architecture Database
Only database of its kind in existence nationally
• Ensure the integration of all travel modes
• 511 system provides consistent and up-to-date
region-based information
• 511 is user friendly and seamless
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Coordination and harmonization of telephone, Web
offerings and e-notifications
• Regional interoperability
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FHWA model deployment
Background
• NYSDOT began investigating 511 soon after
the FCC designation
• Decided in late 2006 to advance 511 for NYS
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Government service
External contractor to design, implement and operate
Complementary marketing and outreach effort
• Request for Proposals issued in July 2007
• Responses evaluated in September 2007
• Telvent Farradyne team the designated winner
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Contract signed in February 2008
511 NY Deployment Status
• IVR phone system available in the New York
City Metro Area is using TRANSCOM’s
Regional Architecture database
 511
NY will include all incident and
event data in 29-county metro NYC/LI
and northern NJ area
• TransAlert system introduced in May 2008
 MTA e-notification
•
system featured
Rest of the state online by 2009
Travel Information
• Information about the surface transportation
systems and services operating in NYS
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Dynamic
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Accident / congestion locations; work zones; weather
Transit status
Static
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Facility and service information, including contact lists
Transit schedules and trip-planning services
CVO, bike/ped, human services
• Offered to help make travel:
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Safer and more secure
More efficient, effective and productive
Flexible (choices) and reliable
Pleasant (quality of life)
511 NY System Details
IVR Phone System
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Nuance Speech Recognition
Integrated Multimodal / Multiagency
Database-driven IVR Menu Structure
 Incident Reporting
 Call transfer
 Floodgate messages for ETO and special events
Customized trees for each of nine calling regions
Web site
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Traffic Conditions (Incidents, construction, traffic cameras,
speed, weather)
Transit Conditions (Incidents, construction)
Statewide Multiagency Transit Trip Planner
Ride-share opportunities
Travel Links (CVO, Bicycling)
Implementation
• Roles and Responsibilities
 NYSDOT
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Main Office
Development and implementation of 511
system policy and guidance, quality
assurance, training and support
 Telvent
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System design, operation, maintenance
and future enhancements
 Transportation
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Management Centers
Quality and timely data
gathering and dissemination
Outreach to Stakeholders
• Partner agencies:
Provide transportation systems and services in the state:
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Roadway
Tourism
Rail
Bicycling
• Transit
• Enforcement/first-responder
• Aviation
• Ride share
Have information about their systems and services to
publicize or key insights about customers’ needs.
• System Users:
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Traveling Public
Commercial Vehicle Operators
Transportation System Operators
Partners in Information
Regional Issues
• Neighboring States and Provinces
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Share lessons learned
Build on existing relationships and forge new ones
• Interoperability
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Commonality of tools
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Proper direction of calls
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Telephone menus
Mapping symbols
Terminology
Adherence to standards
Cell phone calls
Transferring/redirecting calls
Coordination of content and ease of use
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Access to databases and information
511 Added Value
511
NYAlert/ EAlerts
511 Web
Portal
IVR/Phone/
“My 511”
Combined
Marketing
Harmonization of Content
CARS/
RA
Incident
Info
NYCDOT
Parking
Info
Trips123
Planner
TSIP
Transit
Call
Centers
Ride-share
Call Center
311
Ride-share
Tools
Clean Air
NY
Bike/
Ped
Interfaces to Many Data
Sources Already Exist
IVR/Telephony Data Flow
Data Sources
IVR Database
IVR Data Server
Niagara
IVR Front End
NYC
Finger Lakes
Long
Island
Central
Southern Tier
Adirondack
Capital
Region
Lower
Hudson
Valley
511 NY Calling Regions
Main Menu
‘Welcome to 511 NY…’
(NYC, LI, Hud Val/Cats Calling Regions)
‘I have information on…’
Traffic (1)
Public Transportation and Ferries (2)
Paratransit (3)
Rideshare (4)
Airports (5)
‘I can transfer you to…’
NYC 311* (6)
NJ 511 (7)
Another 511 NY Calling Region (8)
1
2
3
4
5
Traffic Menu (1)
Bridges and Tunnels* (2)
1
2
Traffic Menu
Call Flow
Bridges and Tunnels Call
Flow (Also See Content
Spreadsheet)
1 thru
5, 7, 8
6
Public Transportation
Call Flow
(Also See Content
Spreadsheet)
Amtrak
Call Flow
Bus (1)
Subway or PATH* (2)
Commuter Rail (3)
Ferry (4)
Paratransit (5)
Amtrak (6)
Airport Access (7)
Connecting Services** (8)
Public Transportation
Call Flow
(Also See Content
Spreadsheet)
Rideshare/Carpool/Vanpool
Call Flow
(Also See Content Spreadsheet)
Airport Information (1)
Airport Access (2)
6
NYC 311 Call Flow*
7
Other 511 Call Flow
8
Switch Region Call
Flow
1
2
Airport Information
Menu Call Flow
(Also See Content
Spreadsheet)
Public Transportation
Call Flow
(Also See Content
Spreadsheet)
NYC IVR Phone
Menu
Upstate
IVR Menu
Transit Incidents
Via Regional Architecture
Transit Trip Planner
• Transit Itinerary Planning
System
 NYSDOT
/ TRANSCOM
Park-and-Ride Information
Ride-share Integration
511/TDM
BRANDING UMBRELLA
“Green” Opportunities
• “Green” elements and enhancements are
being considered during system deployment
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Prioritized for implementation, as information becomes
available
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Promotion of sustainability
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Pushing information to travelers for more efficient trips with
informed choices to better manage their lives
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Dynamic routing capabilities based on incident and
congestion information
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Information on the availability of alternative fuel sources
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Promotion of environmentally friendly travel mode choices
with a reduced carbon footprint (bike/pedestrian, transit)
Eye to the Future
• Explore and pursue
opportunities:
Promotion of state and regional travel
and tourism
 Advanced custom services such as
“My 511”
 Route-planning tools
 Map- and video-based distribution of
travel information to mobile devices
 RSS and XML feeds
 Premium services to defray operating
costs
 ISP Partnerships
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Questions and Answers
Contact Information:
Todd Westhuis, P.E., Project Director
NYSDOT Operations Division
518.485.0887
[email protected]
Mary Harding, Outreach Coordinator
NYSDOT Office of External Relations
518.457.2345
[email protected]
www.nysdot.gov/511
www.511NY.org