Good Practice Traveler Information - Virginia 511

The 511 Virginia service uses an interactive telephone service and Web site to disseminate traffic and road conditions information to travelers. The system collects and updates traveler information from multiple sources, maintains this information in a centralized digital database clearinghouse, and broadcasts updated information in real-time. Information on travel alerts, work zones, and incidents are provided by the Virginia Department of Transportation and State Police. Weather information is provided by the National Weather Service, and information on tourism and local attractions is collected from telephone book listings and tourist organizations.

The evaluation of 511 Virginia included multiple studies and incorporated the findings of focus groups, a web survey, a phone survey, and an awareness survey. The overall purpose of these studies was to identify awareness, usage, and customer satisfaction with the 511 Virginia phone and Web site services. In order to evaluate user awareness, usage patterns, and customer satisfaction associated with the phone service, survey participants were recruited using an automated option that enabled users to voluntarily leave contact information while using the 511 system. Four hundred users were contacted for participation in a call-back telephone interview. Respondents included 19 commercial vehicle operators, 227 residents, and 154 tourists.

Overall, 90% of respondents found the phone service useful. Forty-nine percent of respondents indicated that they changed their travel plans due to information obtained through the 511 system, with 78% indicating that they altered their plans by changing their route. Ninety-nine percent of respondents indicated that they would call 511 Virginia again.