Customer Satisfaction (192 unique lessons found)

Use text-only messages instead of graphic-aided messages on dynamic message signs during traffic slow-downs.
Findings from a traffic analysis, driver surveys, and driving simulator experiment used to evaluate the impacts of dynamic message signs (DMS).

When implementing congestion pricing, considerations must be made for the impact dynamic tolling will have on travel choice and behavior among a specific region and/or corridor’s travelers.
Seattle/Lake Washington Corridor (S/LWC)’s Urban Partnership Agreement (UPA) corridor users’ experiences with congestion pricing and its impact on their travel behavior.

Design blind spot warning systems to minimize false alarms.
Promising technologies for commercial motor vehicles (CMVs) in North Carolina.

Marketing the benefits of roadway pricing strategies throughout the lifespan of a project can improve public perception of these projects.
A study of institutional issues and challenges associated with implementing roadway pricing strategies.

Avoid unnecessarily restrictive requirements and ambiguous terms in bid documents.
Experience implementing real-time travel time information systems on I-35 in Minnesota.

Separately deploying mileage-based user fee and in-vehicle safety alert functions helps ensure each technology has the best opportunity for user acceptance.
The 500-participant Minnesota Road Fee Test Study investigated technologies to charge mileage-based user fees and improve compliance with traffic control devices.

Pursue technology based, high risk policies incrementally to better manage likely organizational and technological challenges.
San Francisco Municipal Transportation Agency's experience in implementing advanced parking management (Interim Results).

Design a trip planning website to capture and convey real-world factors such as gas prices and congestion information.
Evaluation of a Multimodal Trip Planning System (MMTPS) in Northeastern Illinois

Consider the User Experience when Designing and Developing ITS Applications
The USDOT evaluated Eight National ITS Application Test Sites to determine whether these projects met goals and to extract lessons learned in development and deployment

Consider procuring computer and network hardware independently when feasible and procure right-sized systems.
Washoe County’s experience implementing a comprehensive transit ITS program.

Encourage staff to find creative and efficient uses of ITS to improve operations through better communications.
Washoe County’s experience implementing a comprehensive transit ITS program.

Integrate Road Weather Information Systems program and Transportation Management Centers to improve internal operations practices.
Evaluated based on the experience of the Utah DOT's integration of their Weather Operations/RWIS Program with Traffic Operations.

Beware that modeling may not be a suitable substitute for before-after studies of ITS integration projects.
Experience from Minnesota's Traveler Information Guidance and Emergency Routing (TIGER) Project.

Consider public opinion when implementing tolling or road pricing initiatives.
Lessons learned from analysis of tolling agency public opinion data

Plan for logistical and operational issues prior to project implementation.
Wisconsin Department of Transportation’s experience implementing ITS support equipment and technologies.

Consider and evaluate user needs when designing communication infrastructure.
Experience from the smart parking field test at the Rockridge, Oakland BART station.

Consider the impact fees have on parking behavior.
Experience from the smart parking field test at the Rockridge, Oakland BART station.

Employ sensors that can account for a range of parking lot vehicle movements.
Experience from the smart parking field test at the Rockridge, Oakland BART station.

Anticipate project delays and allocate sufficient time and funding to address key project variables.
Experience from the smart parking field test at the Rockridge, Oakland BART station.

Ensure electronic toll collection systems are interoperable with neighboring toll facilities.
The Washington State Department of Transportation’s experience with planning for tolling implementation.

Evaluate pros and cons of different methods for electronic toll collection.
The Washington State Department of Transportation’s experience with planning for tolling implementation.

Avoid privacy concerns by ensuring that protecting legislation is in place prior to implementing tolling technologies.
The Washington State Department of Transportation’s experience with planning for tolling implementation.

Optimize back office tolling operations.
The Washington State Department of Transportation’s experience with planning for tolling implementation.

Draw on the strengths of complementary relationships between the public and private sectors for successful implementation of ITS projects.
The E-470 Public Highway Authority’s experience in forging public-private partnerships for design, construction, operations, and maintenance of an electronic toll highway facility.

Prepare traveler information Web sites for high usage under emergency or disaster conditions.
Experience from the nation's top traffic and transit information Web sites.

Focus on usability when designing traffic information Web sites.
Experience from the nation's top traffic and transit information Web sites.

Assess what users want when developing a traffic information Web site.
The experience of several of the nation’s top traffic and transit information Web site developers.

Integrate traveler information Web site development with existing systems and other organizations.
The experience of several of the nation's top traffic and transit information Web site developers.

Work closely with project partners and stakeholders
Experience from the State of Vermont Multimodal Passenger Information, Transit Signal Priority and ITS System Planning Project

Collect high quality data with committed workers to help ensure reliable and consistent 511 services for tourism.
Kentucky's experience offering tourism related services through its 511 Travel System.

Ensure users have easy access to 511 operators and tourism information.
Kentucky's experience offering tourism related services through its 511 Travel System.

Be aware of technology and training issues when pioneering new transit technologies.
Experience from the Lake Tahoe Coordinated Transit System.

Anticipate, understand, address and manage the risks associated with fare card technologies and the vendor relationship.
Experience of seven partner public transportation agencies in the Central Puget Sound region of Washington in setting up a regional fare card program.

Understand the issues, strategies and trade-offs that motivate agencies to join in a regional partnership and provide appropriate support.
Experience of seven partner public transportation agencies in the Central Puget Sound region of Washington in setting up a regional fare card program.

Plan for greater time and project complexity than expected.
Experience of seven partner public transportation agencies in the Central Puget Sound region of Washington in setting up a regional fare card program.

Consider a consensus organizational model to help assure support and participation of partners in a regional fare card project.
Experience of seven partner public transportation agencies in the Central Puget Sound region of Washington in setting up a regional fare card program.

Provide for appropriate legal support services to address the many significant legal issues faced in implementing a regional fare card project.
Experience of seven partner public transportation agencies in the Central Puget Sound region of Washington in setting up a regional fare card program.

Establish a coordinated fare structure to effectively accommodate differences in fare structures across participating agencies.
Experience of seven partner public transportation agencies in the Central Puget Sound region of Washington in setting up a regional fare card program.

Examine the contextual factors and carefully manage the associated issues that will determine the success or failure of a regional fare card project.
Experience of seven partner public transportation agencies in the Central Puget Sound region of Washington in setting up a regional fare card program.

Seek a variety of funding sources to support a regional fare card project, and offer a finance plan that encourages participation.
Experience of seven partner public transportation agencies in the Central Puget Sound region of Washington in setting up a regional fare card program.

Consider the value of implementing a limited fare pass system initially to serve as an interim experience base for a comprehensive region-wide electronic fare card system.
Experience of seven partner public transportation agencies in the Central Puget Sound region of Washington in setting up a regional fare card program.

Closely coordinate the content and delivery of travel information messages to the public during disasters.
Experiences of a panel of experts in disaster information dissemination.

Adequately plan for the ATIS operational needs for communicating with the public during disasters.
Experiences of a panel of experts in disaster information dissemination.

Invest in research and development for emergency integration.
Experience from 38 TMCs across the country.

Integrate various types of road weather information to promote utilization by the public.
An Idaho Transportation Department experience in Road-Weather Information System integration.

Identify a single agency to be responsible for maintenance of an emergency vehicle preemption system.
The experience of multiple agencies with emergency vehicle preemption systems.

Use a flexible approach and accepted techniques for project management.
Maryland, New York, and Connecticut's experience with electronic toll collection and electronic screening.

Apply process re-engineering techniques to increase the likelihood of successful ITS deployment.
Maryland, New York, and Connecticut's experience with electronic toll collection and electronic screening.

Employ the core set of measures, as appropriate, to measure customer satisfaction with 511.
Experience from Implementing a Standard Evaluation Approach and Measures as Part of the Arizona 511 Model Deployment.

Adhere to the proposed standard evaluation approach in order to facilitate high response rates and to collect reliable data on 511 implementation.
Experience from Implementing a Standard Evaluation Approach and Measures as Part of the Arizona 511 Model Deployment.

Carefully consider the overall design and content of the 511 customer survey questions.
Experience from Implementing a Standard Evaluation Approach and Measures as Part of the Arizona 511 Model Deployment.

Develop a Concept of Operations (ConOps) to help project partners stay focused on the true needs of an ITS deployment.
The City of Lincoln, Nebraska’s experience in using systems engineering practices to define needs for an Automated Vehicle Location (AVL) project.

Expect to spend time and effort in testing and refining the voice recognition features of a 511 system.
An Arizona Department of Transportation experience in 511 implementation.

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

Develop a user-oriented system for displaying travel time messages on dynamic messages signs.
Four American Cities' experiences with Travel Time Messaging on Dynamic Message Signs.

Treat maintenance staff as customers and beneficiaries of ATIS information.
Washington's experience in deploying five Advanced Traveler Information System (ATIS) projects and developing a standardized approach for evaluating ATIS projects.

Implement ATIS technology in a way that supports the maintenance staff.
Washington's experience in deploying five Advanced Traveler Information System (ATIS) projects and developing a standardized approach for evaluating ATIS projects.

Consider how implementing an ATIS system will impact staffing and training requirements.
Washington's experience in deploying five Advanced Traveler Information System (ATIS) projects and developing a standardized approach for evaluating ATIS projects.

Consider that ATIS deployment in rural and/or remote areas presents special challenges.
Washington's experience in deploying five Advanced Traveler Information System (ATIS) projects and developing a standardized approach for evaluating ATIS projects.

Define a process within your organization for the consistent application of systems engineering methods
Florida DOT’s experience in adopting a systems engineering process.

Provide drivers with sufficient managed lane information that can be easily disseminated and understood.
A guidance provided by the Texas Transportation Institute on providing user information in managed lanes facilities.

Keep the public informed with current accurate information to promote knowledgeable travel decisions.
Boston, Massachusetts’s experience with transportation planning for special events.

Develop a detailed cardholder recruitment plan in the planning phase of the project, to provide guidance on processes to set pricing, and to ensure high user involvement and loyalty.
Orlando, Florida's experience with a Field Operational Test (FOT) on using a single smart card for transportation payments at facilities operated by multiple regional agencies.

Seek assurances from your suppliers and sub-contractors, that their production and manufacturing schedules will meet your project schedule and inventory requirements throughout the lifecycle of the project.
Orlando, Florida's experience with a Field Operational Test (FOT) on using a single smart card for transportation payments at facilities operated by multiple regional agencies.

Establish a forum for decision-makers and project managers to come together to receive project updates, work through critical project issues, make decisions, and support successful institutional collaboration in a project involving multiple agencies.
Orlando, Florida's experience with a Field Operational Test (FOT) on using a single smart card for transportation payments at facilities operated by multiple regional agencies.

Provide for large sample sizes when conducting before/after data collection efforts, to avoid impacting the ability to reveal statistically significant differences during the evaluation's statistical analysis.
Orlando, Florida's experience with a Field Operational Test (FOT) on using a single smart card for transportation payments at facilities operated by multiple regional agencies.

Include significant planning and development time in the overall project schedule to accommodate identifying and addressing the various compatibility issues, to integrate existing legacy system equipment across multiple agencies.
Orlando, Florida's experience with a Field Operational Test (FOT) on using a single smart card for transportation payments at facilities operated by multiple regional agencies.

Establish a clear understanding among all partners on the level of technical support to be provided by suppliers and integrators, as equipment provided in-kind or at a reduced cost is often provided with minimal technical support.
Orlando, Florida's experience with a Field Operational Test (FOT) on using a single smart card for transportation payments at facilities operated by multiple regional agencies.

Consider the appropriateness of different lane management strategies.
The experience of managed lanes projects in California, Texas and New Jersey.

Utilize public education and outreach in managed lane projects.
The experience of managed lanes projects in California, Texas and New Jersey.

Consider operational issues of electronic toll collection and enforcement with value pricing projects.
The experience of managed lanes projects in California, Texas and New Jersey.

Engage in comprehensive planning and coordination of managed lanes projects.
The experience of managed lanes projects in California, Texas and New Jersey.

Engage in active management of managed lanes projects.
The experience of managed lanes projects in California, Texas and New Jersey.

Implement compatible Electronic Toll Collection systems in every state.
A retrospective of what's been learned since the first ITS Strategic Plan developed in 1992.

Encourage agencies collecting data to use the collected data to improve their own agency functions.
National experience using archived traffic detector data for monitoring highway performance.

Provide reliable travel time information to increase user satisfaction with ITS applications.
A retrospective of what's been learned since the first ITS Strategic Plan developed in 1992.

Present information graphically to improve comprehension.
National experience using archived traffic detector data for monitoring highway performance.

Follow accepted guidelines to create concise, effective messages to communicate to the public using Dynamic Message Signs (DMS).
Guidance from a Dynamic Message Sign handbook and from the use of DMSs in metropolitan areas.

Limit CMS message length to allow for adequate reading time at high speeds.
Best practices for use of CMS shared from several states.

Assure accurate late train arrival forecasts in support of a Connection Protection system.
Experience of the Utah Transit Authority in implementing a Connection Protection program for rail-to-bus passenger transfers in Salt Lake City.

Incorporate real-time bus and train location information in the Connection Protection algorithm.
Experience of the Utah Transit Authority in implementing a Connection Protection program for rail-to-bus passenger transfers in Salt Lake City.

Adjust bus schedules to assure adequate time to accomplish rail-to-bus connections, given the risk of late train arrivals at connecting stations.
Experience of the Utah Transit Authority in implementing a Connection Protection program for rail-to-bus passenger transfers in Salt Lake City.

Recognize the value of other agencies' experiences when planning an ITS project.
TriMet's experience with the deployment of Transit Tracker in Portland Oregon.

Recognize potential institutional issues when deploying an ITS system.
TriMet’s experience with the deployment of Transit Tracker in Portland Oregon.

Follow a rigorous financial approach for estimating the true costs & savings from outsourcing highway maintenance services.
Experiences from Massachusetts, Virginia, Oklahoma, Texas, Florida and British Columbia in outsourcing highway maintenance services.

Use ITS to implement a reliable communications system in work zones.
New Mexico’s experience in planning, deploying and operating a work zone traffic and incident management system.

Ensure initial and ongoing success of ITS deployments by providing sufficient start-up time, maintaining flexibility, and performing maintenance needs in-house.
New Mexico’s experience with planning, deployment and operating a work zone traffic and incident management system.

Build public awareness of large-scale construction projects and keep the public informed of work zone schedules to help minimize the associated travel impacts.
New Mexico’s experience planning, deployment and operating a work zone traffic and incident management system.

Provide accurate and timely road condition and weather forecast information to rural travelers in cold weather regions.
Montana Department of Transportation’s experience in designing and deploying the statewide 511 traveler information system.

Design the 511 system to handle the surge in call volume during major events.
A national experience with the development and deployment of 511 Systems.

Make sure 511 Systems are customer and market driven to help ensure they are utilized by travelers.
A national experience with the development and deployment of 511 Systems.

Ensure effective public and stakeholder outreach in order to garner support for HOT lanes.
Texas and California's experience with deploying High Occupancy Toll lanes.

Utilize standard highway project management procedures and tools to successfully implement HOT lane projects.
Texas and California's experience with deploying High Occupancy Toll lanes.

Set toll prices and vehicle occupancy requirements to maintain favorable travel conditions on HOT lanes.
Texas and California's experience with deploying High Occupancy Toll lanes.

Design the system to withstand the demands of the physical environment in which it will be deployed.
Virginia's experience implementing a pilot automatic vehicle location (AVL) system in an urban winter maintenance operations setting.

Implement 511 using the Guidelines issued by the 511 Deployment Coalition.
The Florida Department of Transportation's experience with implementing a regional ATIS program in the Miami tri-county region

Plan for ongoing logistical support, including the designation of a project champion.
Virginia's experience implementing a pilot automatic vehicle location (AVL) system in an urban winter maintenance operations setting.

Do not count on revenue generation from data sharing to subsidize the operation and maintenance expenses of advanced traveler information systems.
A survey of transportation agencies and private firms involved in providing traveler information services.

Be aware that ITS deployment contracting is complex and may be subject to changes in technologies and market forces.
Virginia DOT's experience with delays in contracting for the Hampton Roads Advanced Traveler Information System deployment

Consider the risk that draft ITS standards will not remain stable through further development when deciding whether to use them in an ITS deployment.
Hampton Roads, Virginia's experience with immature data-exchange standards for its Advanced Traveler Information System

Establish a champion and open communication among stakeholders to help enable regional smart card programs.
Ventura County’s experience with the deployment of an automated transit fare collection system.

Establish a pricing structure for the new fare media that makes them competitive with other available fare media.
Ventura County’s experience with an automated transit fare collection system.

Ensure customer acceptance of new technology.
Ventura County’s experience with an automated transit fare collection system.

Use ITS Standards to achieve interchangeability and interoperability for Dynamic Message Signs.
Experience of nine agencies using Dynamic Message Signs built to NTCIP specifications.

Integrate market research in the planning process for consumer-oriented projects.
Experience in the deployment of a traveler information system for Interstate 95

Develop a regional ITS architecture with a common data server to facilitate ITS integration in a region
Experience with the ITS integration effort undertaken by the Metropolitan Model Deployment Initiative (MMDI)

Establish a working group among public sector partners to address liability issues.
A Phoenix area experience with establishing procedures for cross jurisdictional signal control.

Implement a communication structure across jurisdictions that facilitates the flow of traffic data and allows agencies to coordinate traffic signal timing.
Phoenix and Seattle’s experiences with coordinating traffic signal timing across jurisdictional boundaries.

Follow a modular approach when deploying complex projects in locations with a shortened construction season.
Experience from the Integrated Corridor Traffic Management Project in Minnesota

Establish reasonable goals, modify expectations to reflect new developments, and conduct market research before introducing a new technology product.
California's experience with a regional travel information system launched by a public-private alliance.

Utilize well-equipped safety service patrols to assist highway motorists after vehicle malfunctions or crashes, and to coordinate a safe and efficient response.
Testimonials of the benefits of safety service patrols from staff of several state DOTs, travelers, and others.

Provide consistent and high-quality information to influence traveler behavior.
National experience with evaluating user response to freeway management systems.