Printer friendly version

Users give Virginia’s 511 service high marks; nearly half adjust travel plans based on 511’s information.

The 511 Virginia service uses an interactive telephone service, website, and cable television to disseminate traffic and road conditions information to travelers in the vicinity of I-81 in western Virginia. 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 website services. Overall, the report found that awareness of the 511 Virginia service was higher than the national average of awareness of 511 services. The majority of 511 Virginia users surveyed were “satisfied” to “very satisfied” with the service.

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. Fifty-six percent of the participants cited road signage as the primary source of awareness, and 49% of respondents indicated that they changed their travel plans due to information obtained through the 511 system.

See the related ITS Benefits Database entry for more information.

Past "Benefit of the Month" summaries are also available.