This document prepared by the 511 Deployment Coalition was drafted to support agencies considering implementing or improving existing 511 systems (the national 3-digit telephone number for travel information).
The document highlights the findings of several studies that evaluate overall customer satisfaction with 511.
In 2004, 92.3 percent of users surveyed in the San Francisco Bay Area were satisfied with 511, and in Montana, 90.3 percent were satisfied. On I-81 corridor in Virginia, 99 percent of users surveyed said they would call again.
In 2005, the 511 model deployment evaluation project in Arizona found that 71 percent of users were satisfied. In Washington State, satisfaction levels were at 68 percent and 87 percent of the callers said they would call again.
In March of 1999, the U.S. Department of Transportation (USDOT) petitioned the Federal Communications Commission (FCC) to designate a nationwide three-digit telephone number for traveler information. In July 2001, the FCC designated 511 as the national traveler information number. As of March 2005, twenty-six 511 services across the country are operational and many have learned valuable lessons on deploying and operating systems.
In early 2001, the American Association of State Highway and Transportation Officials (AASHTO), the American Public Transportation Association (APTA), and the Intelligent Transportation Society of America (ITS America) with the support of the USDOT established a 511 Deployment Coalition. The goal of the Coalition is that 511 will be a “customer driven multi-modal traveler information service, available across the United States, accessed via telephones and other personal communications devices, realized through locally deployed interoperable systems, enabling a safer, more reliable and efficient transportation system.” In July 2005, the Coalition published the Implementation and Operational Guidelines for 511 Services, Version 3.0 to assist implementers in developing quality systems and increasing the level of operational knowledge among the 511 community. The lesson below is gathered from this guide, which has captured the experiences from many of the existing 511 services nationwide.
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