Transcript Transportation Operations/Mobility in the Baltimore Region

Transportation Operations/Mobility
in the Baltimore Region
Customer Satisfaction Survey
AMPO Operations Work Group
September 28-29, 2006
Las Vegas
Background


National Transportation Operations Coalition
(NTOC) – 2005 Performance Measurement
Initiative
Define and document a few good measures
for transportation agencies to use in
measuring and documenting performance
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
NTOC Team








US DOT – Federal Highway Administration
American Association of State Highway and Transportation
Officials (AASHTO)
International City/County Management Association (ICMA)
Transportation Research Board (TRB)
Association of Metropolitan Planning Organizations (AMPO)
American Public Works Association (APWA)
Institute of Transportation Engineers (ITE)
University of Maryland Center for Advanced Transportation
Technology (Also helped with this survey)
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
NTOC Performance Measures












Customer Satisfaction
Extent of Congestion – Spatial
Extent of Congestion – Temporal
Incident Duration
Non-Recurring Delay
Recurring Delay
Speed
Throughput – Person
Throughput – Vehicle
Travel Time – Link
Travel Time – Reliability
Travel Time - Trip
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Customer Satisfaction –
Definition

“A qualitative measure of customers’ opinions
related to the roadway management and
operations services provided in a specified
region”

For the Baltimore region, the definition was
expanded to include all modes of
transportation
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Purpose



Evaluate customer/user viewpoint on
transportation system performance and
perception of congestion in the region
Provide a benchmark for Management and
Operations (M&O ) projects in the next Long
Range Plan
Outreach to senior management and elected
officials
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Baltimore Region
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Sample Size
Completed Surveys
Jurisdiction
Baltimore
Baltimore City
Anne Arundel
Carroll
Harford
Howard
Total
Baltimore Regional Transportation Board
Total
301
202
200
100
100
100
1,003
Baltimore Metropolitan Council
Sample Size

Maximum sampling error for the total sample
size of 1,000 interviews: ±3.0% at the 95%
confidence level

Maximum sampling error for each jurisdiction:
±5.0% at the 95% confidence level
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Process





WB&A Market Research (Crofton, MD) selected
to conduct Computer Assisted Telephone
Interviews (CATI)
Pretest – May 9 & 10, 2006
Main Surveys – May 11, 2006 – June 15, 2006
Final Report – June 30, 2006
Cost – Approximately $25,000
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Questionnaire

Handout
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Satisfaction with the Transportation
System in the Baltimore Region



40% are very or somewhat satisfied with
the transportation system in the region, with
11% saying they are very satisfied
33% of the residents surveyed are very or
somewhat dissatisfied with the
transportation system, with 12% saying they
are very dissatisfied
23% of the respondents are neutral
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Satisfaction with the Transportation
System in the Baltimore Region
Satisfaction with the Transportation System in the Baltimore Region
11%
29%
Very satisfied
Somew hat satisfied
23%
Neutral
21%
Somew hat dissatisfied
12%
Very dissatisfied
4%
DK/NA/Ref
Base = Total Sample (n=1,003)
Q1. How satisfied are you with the transportation system in the Baltimore region? Would you say you are…?
Satisfaction with the Transportation System in the Baltimore Region by County
Anne
Baltimore
Baltimore
Carroll
Harford
Arundel
County
City
County
County
County
B
C
D
E
F
n=
(301)
(202)
(100)
(100)
(200)
Net: Satisfied
39%
38%
41%
39%
47%BC
Very satisfied
10
12
9
8
12
Somewhat satisfied
29
26
32
31
35C
Neutral
23
17
36BCF
28C
19
29D
Net: Dissatisfied
36DE
43DEFG
18
23
Very dissatisfied
Somewhat dissatisfied
Don’t know/Not applicable/Refused
10
25DE
3
21BDEFG
22D
2
5
13
5
8
15
10BCG
11
18
4
Howard
County
G
(100)
40%
15
25
31CF
26
5
21
3
Base = Total Sample
Letters indicate significant differences at the 95% confidence level.
Q1. How satisfied are you with the transportation system in the Baltimore region? Would you say you are…?
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Satisfaction with the Transportation
System in the Baltimore Region

Reasons for Satisfaction with regional system





Reasons for Dissatisfaction





Sufficient roads (10%)
Roads in good condition (9%)
Easy to get around (8%)
Offers sufficient public transportation (6%)
Roads are too congested (33%)
Roads need to be repaired (30%)
Not enough public transportation (20%)
Light rail needs to be expanded (16%) and Metro needs to
be expanded (14%), bus lines need to be expanded (13%)
Reasons for Neutrality

Not enough experience with public transportation (33%)
Results on Available Transportation
Choices
Transportation Options Available



25% of the residents
surveyed said they have
many different
transportation choices
38% said they have few
options
34% have only one option
Baltimore Regional Transportation Board
Few
options
38%
Many
different
choices
25%
Only
one option
34%
Don't know /
Refused
3%
Base = Total Sample (n=1,003)
Q2. Would you say you have many different transportation choices, you
have few options to choose from, or you have only one transportation option
available to you?
Baltimore Metropolitan Council
Satisfaction with the Choices for
Alternative Modes of Transportation

Almost one-half of the respondents (45%) said they are satisfied,
with 19% saying they are very satisfied. In addition, 28% of the
respondents are neutral.

However, one-fourth of the respondents (24%) said they are
dissatisfied with the choices for alternative modes of
transportation in the region, with 8% saying they are very
dissatisfied.
Satisfaction with the Choices for Alternative Modes of Transportation
19%
Very satisfied
26%
Somew hat satisfied
28%
Neutral
Somew hat dissatisfied
15%
8%
Very dissatisfied
4%
DK/NA/Ref
Base = Total Sample (n=1,003)
Q3. How satisfied are you with the choices for alternative modes of transportation in the region, such as carpooling, public transportation, biking,
walking, etc.? Are you…?
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Satisfaction with the Information
Available from Various Sources


Before Beginning a Trip

About six in ten respondents (61%) reported that they are satisfied, with
29% saying they are very satisfied.

Meanwhile, 22% of the respondents are neutral, and 13% said they are
dissatisfied.
During a Trip

A similar proportion of respondents said they are satisfied with the
information provided while traveling (58%), with 25% saying they are very
satisfied.

Meanwhile, 21% said they are neutral, and 15% said they are dissatisfied.
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Satisfaction with the Information Available
from Various Sources (continued)
Satisfaction with the Information Available Before You Begin a Trip
29%
Very satisfied
32%
Somew hat satisfied
Neutral
22%
Somew hat dissatisfied
9%
Very dissatisfied
4%
4%
DK/NA/Ref
Base = Total Sample (n=1,003)
Q4. How satisfied are you with the information available from the various sources, such as radio, television, and Web sites, that inform you about the status
of alternate routes and transportation choices before you begin a trip? Are you…?
Satisfaction with the Information Available Before You Begin a Trip by County
Anne
Baltimore
Baltimore
Carroll
Harford
Arundel
County
City
County
County
County
B
C
D
E
F
n=
(301)
(202)
(100)
(100)
(200)
Net: Satisfied
59%E
66%E
68%E
46%
59%E
Very satisfied
30
33F
31
29
23
Somewhat satisfied
30E
33E
37E
17
36E
Neutral
22
21
15
28D
23
Net: Dissatisfied
15C
8
11
20C
14
Very dissatisfied
4
2
3
7
4
Somewhat dissatisfied
11
6
8
13
9
Don’t know/Not applicable/Refused
4
4
6
6
3
Howard
County
G
(100)
61%E
26
35E
22
13
5
8
4
Base = Total Sample
Letters indicate significant differences at the 95% confidence level.
Q4. How satisfied are you with the information available from the various sources, such as radio, television, and Web sites, that
inform you about the status of alternate routes and transportation choices before you begin a trip? Are you…?
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Satisfaction with the Information Available
from Various Sources (continued)
Satisfaction with the Information Available While Traveling
25%
Very satisfied
33%
Somew hat satisfied
Neutral
21%
Somew hat dissatisfied
11%
5%
Very dissatisfied
5%
DK/NA/Ref
Base = Total Sample (n=1,003)
Q5. How satisfied are you with the information available from the various sources, such as radio, television, and Web sites, that inform you about the status
of alternate routes and transportation choices while you are traveling to your destination? Are you…?
Satisfaction with the Information Available While Traveling by County
n=
Net: Satisfied
Very satisfied
Somewhat satisfied
Neutral
Net: Dissatisfied
Very dissatisfied
Somewhat dissatisfied
Don’t know/Not applicable/Refused
Baltimore
County
B
(301)
56%
27F
30
20
17C
6
12
6
Baltimore
City
C
(202)
61%
27F
34
21
10
3
7
8F
Carroll
County
D
(100)
69%BF
34FG
35
17
11
2
9
3
Harford
County
E
(100)
58%
25
33
16
22CD
8D
14
4
Anne
Arundel
County
F
(200)
54%
19
35
26E
16
5
11
3
Howard
County
G
(100)
56%
20
36
22
17
4
13
5
Base = Total Sample
Letters indicate significant differences at the 95% confidence level.
Q5. How satisfied are you with the information available from the various sources, such as radio, television, and Web sites, that
inform you about the status of alternate routes and transportation choices while you are traveling to your destination? Are you…?
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Commute to Workplace

The vast majority of those employed (93%) commute to
work. This proportion is relatively consistent across all
counties.

This correspondents to 58% of the total residents surveyed
being commuters.
Commute by County
n=
Commute to a workplace outside home
Work at home
Don’t know/Refused
Baltimore
County
B
(174)
95%
3
2
Baltimore
City
C
(116)
91%
9
-
Carroll
County
D
(66)
92%
6
2
Harford
County
E
(67)
93%
6
1
Anne
Arundel
County
F
(120)
93%
5
2
Howard
County
G
(70)
90%
7
3
Base = Those Employed
Letters indicate significant differences at the 95% confidence level.
Q7. Do you usually commute to a workplace outside your home, or do you usually work at home?
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Commute to Workplace
(continued)

Many of the respondents within each county work
in the same county in which they live.

However, some respondents do commute outside
of their county to go to work or school.
County of Employment
Total
n=
Baltimore County
Baltimore City
Anne Arundel County
Howard County
Harford County
Washington D.C.
Prince George’s County
Montgomery County
Carroll County
(590)
27%
25
14
8
5
4
4
3
3
Baltimore
County
B
(171)
50%CDEFG
29DEFG
5
4
1
2
1
1
1
Baltimore
City
C
(111)
24%DFG
51BDEFG
2
4
2
4
2
4
1
Carroll
County
D
(64)
13%
8
9C
6
2
8
39BCG
Harford
County
E
(62)
34%DFG
8
3
40BCG
2
2
2
-
Anne
Arundel
County
F
(116)
6%
9
50BCDEG
5
9BDE
7B
2
-
Howard
County
G
(66)
6%
6
12C
41BCDF
2
5
11BCDE
2
-
Base = Commuters/Students
Top Mentions
Letters indicate significant differences at the 95% confidence level.
Q9. In what county do you work/go to school?
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Results on Commuting






58% commute to work or school
On average, the respondents leave home for work/school at
7:24 AM and leave work/school at 4:51 PM
It takes the average respondent 33 minutes to commute oneway to work/school
The average trip length is about 15 miles
About 71%use only one method of transportation- most often
they drive their personal car alone (79%)
9% of the respondents primarily use public transportation
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Results on Commuting (continued)

About three-fourths of the respondents (76%) said
that they feel the time it takes is reasonable, with
44% saying it is very reasonable.


Those whose commute is less than 15 miles were
more likely than those whose commute is longer to
say that they feel the time it takes is reasonable (87%
vs. 64%).
Conversely, less than two in ten (17%) reported
feeling that it is unreasonable, with 6% saying it is
very unreasonable.
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Results on Commuting (continued)

About one-half of the respondents (47%) reported that their travel time has increased,
with 18% saying it has increased significantly.

However, about four in ten respondents (39%) said that their travel time has remained
the same.

About one in ten (12%) reported that their travel time has decreased in the past five
years.

Respondents in Carroll County tended to be more likely than those in other counties to
report that their travel time has increased (63% vs. 39%-50%).
18%
Increased significantly
28%
Increased SW
39%
Remained the same
Decreased SW
4%
8%
Decreased significantly
DK/NA/Ref
Base =Commuters/Students (n=590)
Q14. How has your travel time changed in the past 5 years?
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Results on Congestion




The vast majority of residents (84%) agree that
congestion is a major problem in the Baltimore
region
About two-thirds of the respondents (64%) define
congestion as an increased number of cars.
About three in ten (31%) said congestion is an
increase in travel time and one-fourth as a decrease
in speed (24%).
About two in ten (19%) define it as increased time at
an intersection
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Results on Congestion (continued)





Most commuters experience congestion at least sometimes on
their way to work or school (73%); 35% said they always
experience congestion
78% of all respondents said they sometimes or always
experience congestion at times other than when commuting to
work or school
If there were no congestion, commuters reported that their
commute to work/school would be, on average, 11 minutes
shorter
55% change their commute as a result of congestion- mostly a
different route
44% of the commuters do not change their commute as a result
of congestion
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Strategies for Improving Transportation
in the Baltimore Region

Overall, most effective in improving the
region’s transportation system (rating of 8-10)
in the eyes of the respondents are:






Expanding transit (52%)
Better traffic signal timing (48%)
Widening existing highways (46%)
Reducing the number of construction zones (43%)
Building new highways (41%); and/or
Providing special HOV lanes on highways for carpools
and buses (40%)
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Strategies for Improving the Baltimore Region’s
Transportation System (continued)
Strategies for Improving the Baltimore Region’s Transportation System
Expanding
Expanding Transit
transit
52%
Better
traffic Signal
signal timing
Better
Traffic
Timing
48%
Widening
ays
WideningExisting
existingHighw
highways
41%
Providing
called
ProvidingSpecial
specialLanes,
lanes, called
HOV
lanes,
onon
Highw
ays for
HOV
lanes,
highways
for
and buses
Carpoolscarpools
and Vanpools
40%
Designing
DesigningBike
bike or
or Pedestrian
pedestrian
friendly
communities
Friendly
Communities
Providing
to
Providing More
more Information
information to
Promote
Carpooling
or or
promote
carpooling
vanpooling
Vanpooling
27%
27%
49%
4-7
4%
2%
2%
19%
17%
41%
1%
16%
39%
29%
8-10
14%
41%
48%
2%
11%
38%
31%
5%
10%
41%
43%
Building
New
ays
Building
newHighw
highways
8%
40%
46%
Reducing
of
Reducing the
the Number
number of
Construction
Zones
construction
zones
Building
Building more Park
andmore
Ride
park-and-ride
Facilities facilities
35%
4%
3%
22%
1-3
DK/Ref
Base = Total Sample (n=1,003)
Q22. Please tell me to what extent you feel the strategy will improve the region’s transportation system, using a 10-point scale, where a 10 means you feel it “will
significantly improve the transportation system,” and a 1 means you feel it “will not improve the transportation system at all.”
2%
Strategies for Improving Transportation
in the Baltimore Region (continued)
Number One Priority



No one strategy (from a list of nine possible strategies) is
the clear solution
An equal proportion of respondents reported widening
existing highways or expanding transit (22%) should be the
number one priority
About one in ten (11% each) said the region should
concentrate on better traffic signal timing or building new
highways
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Strategies for Improving Transportation
in the Baltimore Region (continued)

Least able to improve the area’s
transportation system (rating of 1-3) appears
to be



Building more park-and-ride facilities (31%)
Designing bike or pedestrian friendly communities
(29%)
Providing more information to promote
carpooling/vanpooling (27%)
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Satisfaction with Traffic Signal
Operations

More than one-half of the respondents (56%) are
satisfied with the traffic signal operations in their
region.

However, 24% reported that they are either
somewhat or very dissatisfied.
Satisfaction with Traffic Signal Operations
17%
Very satisfied
38%
Somew hat satisfied
20%
Neutral
Somew hat dissatisfied
17%
Very dissatisfied
7%
DK/NA/Ref
Base = Total Sample (n=1,003)
Q23. How satisfied are you with the traffic signal operations in your region? That is, how satisfied are you that the number of stops and delays
experienced at traffic signals are reasonable, considering the traffic conditions that exist when you are traveling? Would you say you are…?
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Satisfaction with Traffic Signal
Operations
Satisfaction with Traffic Signal Operations by County
n=
Net: Satisfied
Very satisfied
Somewhat satisfied
Neutral
Net: Dissatisfied
Very dissatisfied
Somewhat dissatisfied
Don’t Know/ Not Applicable/Refused
Baltimore
County
B
(301)
58%
18
40
18
23
6G
17
1
Baltimore
City
C
(202)
53%
16
37
18
28
11DG
17
1
Carroll
County
D
(100)
55%
18
37
23
22
4
18
-
Harford
County
E
(100)
58%
20
38
20
22
5
17
-
Anne
Arundel
County
F
(200)
51%
14
36
24
25
6G
18
-
Howard
County
G
(100)
61%
19
42
19
19
2
17
1
Base = Total Sample
Letters indicate significant differences at the 95% confidence level.
Q23. How satisfied are you with the traffic signal operations in your region? That is, how satisfied are you that the number of stops
and delays experienced at traffic signals are reasonable, considering the traffic conditions that exist when you are traveling?
Would you say you are…?
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Sample Observations – Baltimore City




Residents of Baltimore City are the most likely to take public
transportation (41% vs 2%-15% in other jurisdictions) and are the
least likely to drive their personal car alone to work or school
(64% vs 87% - 98% other jurisdictions)
Residents of Baltimore City tend to have the shortest
commute(11.6 miles on average vs 14.1-17.3 miles other
jurisdictions)
Better signal timing was the highest priority for Baltimore City
residents (22% vs 3%-10% other jurisdictions)
Baltimore City residents tend to be the most dissatisfied (43% vs
18%-36% for all other jurisdictions) with the transportation
system in the region
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Sample Observations – Carroll County




Residents of Carroll County were the most likely to say they have
only one transportation option available to them (63% vs 21% - 45%
for all other jurisdictions)
Carroll County residents have the longest commute, with 30%
saying it takes one hour or more compared to 7%-16% in all other
counties
Respondents in Carroll County tended to be more likely than those
in other jurisdictions to report that their travel time has increased
(63% vs 39%-50%)
Residents of Carroll County were more likely than those in other
counties to say that widening existing highways should be the
number one priority (37% vs 16%-25%)
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Sample Observations – Howard County

Residents of Howard County tended to be the
most likely to say they rarely or never
experience congestion when commuting to
work/school (36% vs 17%-27% all other
jurisdictions)
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Sample Observations – Harford County

Harford County residents were least likely to
say they are satisfied (46% versus 59% 68% all other jurisdictions) with the
information available from various sources
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Demographic Profile

The respondents in this survey have the following
demographic characteristics:





Have lived in the Baltimore region for an average of 24
years;
Are an average of 52 years old;
Three fourth are Caucasian (75%), while one-fourth are
minorities (25%);
Have a median household income of $79,600 (with the
highest median incomes reported in Anne Arundel and
Howard Counties and the lowest in Baltimore City); and
Own or lease an average of two (2.1) vehicles
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Next Steps



Analyze survey data for specific Management
and Operations (M&O) projects – example
signal timing, traveler information
Use as a benchmark for future surveys
Performance Measure for next Long Range
Plan
Baltimore Regional Transportation Board
Baltimore Metropolitan Council
Questions/Comments