Hampton Roads - Virginia Department of Transportation

Hampton Roads Transportation Operations Center
2008 ANNUAL REPORT
2008 was an exciting and successful year for the Hampton Roads Transportation Operations Center
(TOC). Most significantly, VDOT completed the final phase of the Hampton Roads Traffic Management
System (HRTMS); installing 71 cameras, 36 roadway detectors, and 22 changeable message signs. The
project completion extended the TOC service area on I-64 further northwest—providing monitoring
and response coverage for 113 total miles of interstate.
Among other key changes and accomplishments over
the past year, our name changed from the Hampton
Roads Traffic Management Center to the Hampton
Roads Transportation Operations Center. This name
change resulted from an expansion of the TOC’s role in
transportation operations and a more focused role in
emergency response. We also conducted a hurricane
preparedness exercise, and created and filled key
positions, including a new Incident Management
Coordinator. We adopted new procedures that improved
the health and safety of our staff, provided thousands of
hours of training instruction to employees, and
continued to reduce the average response time to assist
during freeway incidents.
The TOC’s expanded operations and achievements in
2008 represent VDOT’s unwavering mission to provide
superior service to motorists. Since assuming the role of
TOC Facility Manager last year, I witness daily the
commitment of our entire staff to this mission. I hope
you will enjoy reading about our past year’s work and
the positive impacts we made, and will continue to
make in Hampton Roads.
Sincerely,
Stephen Boyce
Facility Manager
Table of Contents
2 HRTOC 2008 Performance Highlights
3 Safety
4 IT, Fleet, and Inventory Management
5 Motorist Information
7 Incident Response
11 Field Equipment Maintenance
13 Know Before You Go
1

HRTOC 2008 Performance Highlights
The Hampton Roads Transportation
Operations Center (HRTOC) consists of
two groups (Maintenance and
Operations) and ten departments
(Administration, Maintenance,
Information Technology, Safety
Service Patrol, Control Room, Fleet
Management, Inventory Management,
Training, Bridge Tunnel Operations,
and Engineering Support). The
departments work together to achieve
fewer crashes and secondary crashes,
decreased incident times, enhanced
traveler information, and timely
assistance to motorists.
2008 Recaps
• The Safety Service Patrol’s average
response time to a vehicle crash
was 8.4 minutes.
• The Safety Service Patrol’s average
clearance time of a vehicle crash
was 37.5 minutes.
• Control Room Operators responded
to a daily average of 123.8
disabled vehicle incidents.
• There was a 23% increase—over
71,556 events logged—in total
Control Room responses compared
to 2007.
• 57% of all events were detected by
the Safety Service Patrol; 24% by
Closed-Circuit Television (CCTV)
cameras.
• The Safety Service Patrol drove
2,886,775 miles, assisted 53,323
motorists, and were first
responders to 41,100 incidents.
• The TOC Maintenance Department
completed 4,895 work orders,
more than 3,000 of which were for
facility or field device needs, with
an average time of 5.14 hours from
response to completion.
• Each new employee received over
135 training hours from the
Training Department.
• The Training Department
completed 100% of all annual
safety training to TOC employees.
Frequently Asked Questions
Q: Do I have to pay for Safety Service Patrol assistance?
A: The Safety Service Patrol program is a free service provided by VDOT.
Q: Are there other Transportation Operations Centers in the Commonwealth?
A: VDOT operates TOCs in Hampton Roads as well as Northern Virginia, Richmond, Staunton and Salem.
Q: Does the TOC use traffic cameras to record events and accidents?
A: The cameras are specifically used to detect incidents; we do not record or archive video of traffic events.
Q: How do I arrange a tour of the HRTOC?
A: We are always eager to share the TOC with civic, educational or service groups. Call 757-424-9903 or e-mail hamptonroadsinfo@VDOT.Virginia.gov to arrange a tour.
Q: Is there more to the TOC than traffic management?
A: The TOC goals are to reduce traffic congestion, as well as to improve traveler safety and provide up-to-date, reliable motorist information.
This past year, in partnership with the Hampton Roads Metropolitan Planning Organization, the TOC led the Regional Concept of Transportation Operations (RCTO). The purpose of the
RCTO is to develop collaborative solutions for regional highway incident management challenges.
We also participated in the “Are you Virginia’s next traffic fatality?” statewide campaign focusing on safe driving habits. We are proud to say that there was a 27% reduction in statewide
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highway fatalities in 2008, partly due to the campaign. We also participated in the annual statewide hurricane preparedness exercise, based on the plan for responding to a catastrophic
event, such as a hurricane or homeland security threat.

Safety
MAINTAINING SAFETY-ORIENTED AND WELL-TRAINED STAFF
Key Accomplishments in 2008:
• Developed the Bridge Tunnel Operations Training Manual, Bridge
Tunnel Emergency Contact List, and the Health and Safety Action Plan
• Developed Leadership and Accident Investigation Training for all
supervisory personnel
• Successfully maintained regulatory safety compliance
• Participated in hurricane preparedness exercise
Training and Safety
The TOC has always focused on
training to ensure employees are
equipped with the skills and
knowledge required to safely and
efficiently perform their duties. The
Training Department offers formal
training programs, certifications and
structured classes. The Health and
Safety Manager ensures all employees
are equipped to perform their jobs in a
safe and efficient manner.
In 2008, the Training Department
provided over 9,000 training hours—
more than 53 training hours, on
average, per employee. Because the
training is specific to transportation
operations, all manuals and lesson
plans were developed specifically for
TOC personnel.
The HRTOC Training Department
offers formal training programs,
certifications, and structured classes.
The HRTOC also hired a Health and
Safety Manager in 2008 to prepare a
statewide Health and Safety Action
Plan to address TOC operational
safety issues. The statewide plan was
localized for the Hampton Roads TOC
and implemented by the Training
Department.
By creating a culture of safety, the
TOC helped reduce the number of
Safety Service Patrol accidents in
2008, which resulted in saving time
and money.
2008 Total Staff Hours of Training
Executed, Quarterly
3,215
1,937
2,338
1,922
Staff Hours
Q1 Q2 Q3 Q4
Accidents per 100K
Miles Driven
2007 and 2008 Ratio of Accidents per
100,000 Miles Driven, Quarterly
2.15
1.8
1.57
1.23
.91
.69
.63
.29
Q1 Q2 Q3 Q4
2007
2008
3

IT, Fleet, and Inventory Management
KEEPING THE HAMPTON ROADS TOC MOVING
Key Accomplishments in 2008:
• Replaced TOC network equipment to allow integration with VITA
• Enhanced the Employee Training and Information Program (eTIP)
• Completed the Information Technology Manual
• Replaced nine vehicles and serviced dozens of vehicles to maintain
Safety Service Patrol operations
IT, Fleet, and Inventory
Maintenance
The TOC employs 176 full-time
personnel, all requiring access to
telephones and computer systems.
The IT Department, which procures,
installs and maintains all equipment
and software for the TOC, executed
hundreds of work orders in 2008.
Work ranged from performing simple
repairs on malfunctioning systems to
replacing network equipment for
integration with the Virginia
Information Technology Agency
(VITA).
Service Patrol, which drove nearly
three million miles last year alone rely
heavily on their vehicles. In 2008, the
Fleet Maintenance Department
maintained a high-level of available
vehicles through effective preventative
and corrective maintenance measures,
and also replaced nine vehicles for the
Safety Service Patrol to continue
successful operations.
89 of the 176 TOC staffers require
vehicles to perform their on-the-job
duties.
All TOC employees require an
inventory of goods to perform their
job duties. Over half also depend on
safe and reliable vehicles for traveling
the interstate. In particular, the Safety
2008 IT Tasks Completed
2008 Vehicle Availability
Routine
Project
Preventative
Demand*
Corrective
1
11
110
287
521
% of Availability
84.8%
97.9%
99.7%
Number of Tasks Completed by IT
SSP Maintenance Pool*
*Demand refers to an urgent request
*Pool vehicles are general use vehicles provided for local travel by HRTOC Management.
4

Motorist Information
PROVIDING CRITICAL DATA TO HAMPTON ROADS MOTORISTS
Key Accomplishments in 2008:
• Implemented VaTraffic, which replaced the outdated VOIS system and integrated the HRTOC with other responders
• Participated in VDOT Highway Safety Challenge through messaging and sign strategies
• Expanded and enhanced the HRTOC Control Room software (DYNAC ATMS) for improved operational reporting
• Displayed ozone warning and AMBER Alert messages on changeable message signs to promote public health and
support law enforcement
Service Coverage
The ultimate purpose of the HRTOC is
to assist travelers in reaching their
destination safely and quickly. A key
element in fulfilling this purpose is to
provide motorists with timely,
accurate information on roadway
conditions through the use of
sophisticated traffic management and
communications equipment.
I-64
Phase 1
Phase 2
Phase 3
The interim Hampton Roads Traffic
Management System (HRTMS) began
operation in 1992 using changeable
message signs, access control gates,
and the Safety Service Patrol in a
limited area. Through completion of
the third phase of development in late
2008, VDOT expanded the service
area to 113 total interstate miles, and
integrated CCTV surveillance,
automated vehicle detection devices,
and an incident management system.
I-664
I-564
I-264 I-464
I-64
I-264
74 Vehicle Detection
Devices
113 Miles of Safety Service
Patrol Coverage
6 Highway Advisory
Radio Transmitters
192 Changeable Message
Signs
270 CCTV Cameras
Reversible Roadway
Gates (5 Locations)
5

MOTORIST INFORMATION
Communication
The HRTOC Control Room is the hub
of communication for the HRTMS.
Control Room Operators monitor the
video feed of 270 cameras for
incidents, crashes and roadway
conditions. When adverse conditions
exist, Operators relay this information
to motorists through changeable
message signs, Highway Advisory
Radio (HAR) broadcasts, and the
VDOT 511 information management
system.
VaTraffic is a web-based application
used to manage operations and
maintenance events across the
Commonwealth. With data storage
and reporting functionality, VaTraffic
serves VDOT as a tool for monitoring,
tracking, and assessing statewide
operations and maintenance activity.
Advancing the capabilities of its
predecessor, Virginia Operational
Information System (VOIS), VaTraffic
facilitates the HRTOC Control Room’s
input and management of event data
which ultimately provides traveler
information through the following
sources:
• 511 Virginia traveler information
website
• 511 Virginia Interactive Voice
Response (IVR) telephone system
• VDOT Dashboard website
In addition to the traveler information
service benefit, VaTraffic provides
VDOT with regional and
Commonwealth-wide awareness of
traffic incidents, congestion, road
maintenance and weather events.
After Control Room Operators enter
event data into VaTraffic, they will
often update data as an event
progresses. These updates may
include congestion delays, roadway
closures, and incident clearing times.
The graph to the right details the
number of updates Control Room
Operators entered into VaTraffic in
2008, while the number of total
reports per month is presented below.
Maintenance being performed on a
CCTV Camera positioned on a local
cell tower
2008 HRTOC Control Room
Updates to VaTraffic, Monthly
991
1,679
1,552
1,445
2,098
1,991
1,880
2,391
2,254
2,940
2,236
1,817
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
2,917
4,167
2007 and 2008 Traffic Events Broadcast
Over HAR, Monthly
2007
2008
2,762
7,015
4,415
5,445
3,765
4,210
4,511
5,709
5,686
5,052
4,460
4,722
5,944
6,486
4,128
4,881
5,158
6,438
5,335
4,650
3,966
4,515
361
490
2007 and 2008 VaTraffic Reports, Monthly
333
734
512
642
492
635
458
893
629
816
538
748
709
935
485
710
541
937
621
733
524
2007
2008
695
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
6

Incident Response
RESPONDING QUICKLY TO ASSIST MOTORISTS
Key Accomplishments in 2008:
• Employed an Incident Management Coordinator
• All Safety Service Patrol staff members completed Level One
Certification
• Sustained increase in CCTV detection of events, from 11.1% in 2007, to
24% in 2008
HRTOC Control Room
Incident Response
Timely response to disabled vehicles,
crashes, and other incidents are key to
improving safety and congestion.
Control Room Operators are able to
pan, tilt and zoom 270 cameras and
control over 190 changeable message
signs throughout the Hampton Roads
interstate system.
The HRTOC is able to detect events 24
hours a day, seven days a week. In
addition to HRTOC equipment, Control
Room Operators also receive valuable
information from the Safety Service
Patrol, the public, and the Virginia
State Police Computer Aided Dispatch
system (VSP CAD), to name a few. In
2008 the HRTOC responded to 71,556
events, a 23% increase over 2007.
Once an incident is identified, a
Control Room Operator is responsible
for dispatching the Safety Service
Patrol, notifying the public, and
tracking event-related activity. The
Operator records the type, location
and assistance needed for the
incident, the duration of the incident,
and whether police, fire or rescue
responders were present at the scene.
Event Type
Description
Number of
Events
AMBER / Ozone The HRTOC alerted motorists via Changeable
Alert Message Signs
11
Vehicle Fire Vehicle fire that required extinguishing 229
Special Event Concert, cultural event, etc. 197
Maintenance Repairs and/or maintenance of HRTOC field
Action equipment
985
Off Highway Incident on city street or arterial roadway 300
Roadwork
Stationary work zone, emergency
maintenance, mobile lane closure, etc.
4,253
HOV Change
Manual change made to the HOV Reversible
Roadway by HRTOC
1,944
Other Police or medical emergency 1,337
Choke Point
The HRTOC assisted with congestion management
at the HRBT, MMMBT, or Downtown Tunnel
3,747
Bridge Open
A scheduled opening, an in-progress opening, or a
malfunction of the Berkley Bridge, James River Bridge, 1,697
Coleman Bridge, or High Rise Bridge
Disabled Disabled vehicle 45,188
Debris Ladder, mattress, furniture, etc., in the roadway 3,536
Crash Vehicle collision 5,802
Abandoned Abandoned vehicle 2,330
2008 Events by Detection Source
Control Room Operators dispatched Safety Service
Patrol assistance within two minutes of
identification of all incidents in 2008.
VSP CAD 3% (2,493)
SSP 57% (41,100)
Phone Call 13% (9,325)
VATraffic 1% (384)
VSP Radio 0% (217)
Other 2% (1,158)
CCTV 24% (16,879)
7

INCIDENT RESPONSE
Event duration, the time that passes
from incident verification to incident
clearance, has a profound impact on
motorist safety. Traffic events are
estimated to cause nearly half of all
traffic delays and, according to the
Federal Highway Administration, 16%
of all crashes occur as a result of a
secondary collision—one resulting
from a prior incident.
To manage an incident, Control Room
Operators first verify the incident
through CCTV cameras, the Virginia
State Police Computer Aided Dispatch
system, or other means. The Safety
Service Patrol is then dispatched to
the scene until the incident is cleared,
or they are released.
Incidents are defined as unplanned
situations adversely impacting traffic
flow such as crashes, debris, and
disabled or abandoned vehicles.
Events include everything from
unplanned incidents, defined above,
to planned “special events.”
The HRTOC tracks incident duration
for incidents lasting longer than 30
minutes and longer than 60 minutes.
Incidents lasting longer than 60
minutes are generally more serious,
and may require a post incident
analysis, which involves a discussion
between responding agencies to
establish best practices for future
coordination and response.
2007
2008
2008 Average Traffic Incident Duration,
in minutes
8.7
7.45
Avg Response Time
18.22
20.27
Avg Clear Time
26.92
Average Time
from Verification
to Clearance
27.61
Number of Events
2008 Events Lasting Longer than 30 & 60 Minutes
561
170
591
180
620
184
562
215
Dec 07
Jan 08
Feb 08
Mar 08
685
273
909
Events >30 min
412
582
320
Apr 08
May 08
Jun 08
883
393
1,131
527
816
364
Events >60 min
1,027
463
799
349
796
344
Jul 08
Aug 08
Sep 08
Oct 08
Nov 08
Dec 08
8

INCIDENT RESPONSE
Safety Service Patrol
Assistance
The Safety Service Patrol (SSP) is an
integral part of the overall Traffic
Incident Management strategy. The
SSP program has evolved from basic
motorist assistance into a full incident
management and emergency response
program. In addition to providing
assistance to travelers, our SSP detect
incidents and disruptions in traffic,
minimize incident duration, clear
obstruction and debris from the
roadway, establish traffic control for
emergency responders, and provide
scene assistance as needed.
The Safety Service Patrol assisted
more than 53,000 motorists in 2008.
The Safety Service Patrol monitor 113
miles of interstate, driving 11 routes
24 hours a day, seven days a week.
Their trucks are specially equipped to
service disabled vehicles, and to
remove roadway obstructions as
quickly as possible. In 2008, the
Safety Service Patrol consistently
responded to incidents within five
minutes of dispatch, clearing most
incidents in 30 minutes or less. In total
for the year, the Safety Service Patrol
assisted more than 53,000 motorists.
2008 SSP Assists by Roadway
2008 Types of SSP Assistance
Arterial &
Bridge/Tunnel
I-664
I-64
I-564
I-464
I-264
1,975
1,170
948
847
1979
1613
5,987
6,108
16,689
15,923
Number of Incidents
2007
2008
27,263
27,662
Number of Assists
4,163
4,467
Air
1,199
1.011
440
883
Directions
Flares
5,717
6,174
Fuel
82
273
1,457
1,693
887
886
512
439
Jack
Jump Start
Push
6,281
6,335
5,387
6,194
1,269
1,206
Cell Phone
Tire Change
Tools
Water
2007
2008
9

INCIDENT RESPONSE
Most Active Hot Spots
They are known as “hot spots”:
sections of roadway where the highest
number of incidents occur. These
areas receive special attention,
whether it is through increased Safety
Service Patrol coverage, concentrated
transportation management, or
alternative engineering. HRTOC hot
spot data is used to facilitate studies
of these problem areas, helping VDOT
to provide safer interstates for
motorists in Hampton Roads.
I-64
I-664
I-564
2008 Most Active
Hampton Roads
Hot Spots
The HRTOC uses four incident
categories to determine hot spots:
crashes, highway debris, disabled
vehicles, and abandoned vehicles. In
2008, the stretch of I-264 from
Independence Boulevard to Rosemont
Road represented the highest
occurrence of incidents in all four
categories in one location. The map to
the right identifies key hot spots in
Hampton Roads last year, along with
the number of incidents per location.
Debris Removal (178)
Inside the Midtown Tunnel
Crashes (312)
64/264 Interchange –
Northampton Boulevard
I-264 I-464
I-64
Disabled Vehicles (1,985)
Independence Boulevard –
Rosemont Road
I-264
Abandoned Vehicles (97)
Independence Boulevard –
Rosemont Road
10

Field Equipment Maintenance
MAINTAINING A SOPHISTICATED SYSTEM
Key Accomplishments in 2008:
• Deployed hundreds of field devices (e.g., CCTV cameras, changeable
message signs, roadway detectors) for completion of the final phase of
the HRTMS
• Phased out embedded loop detectors and repaired remote traffic
microwave sensors to support enhanced future traveler information
services
• Preserved uptime through severe weather events, including Hurricane
Hanna, an electrical thunderstorm, and a nor’easter
Field and Systems
Maintenance
Roadway conditions can change
rapidly, and incidents can occur in the
blink of an eye. The TOC relies on
hundreds of field devices to facilitate
quick and accurate incident
identification for immediate response,
as well as timely relay of information
to motorists. It is this urgency that
makes the Maintenance Department
such a critical part of the HRTOC.
field equipment; all of which comprise
the HRTMS. Devices are assigned a
priority level for service based on
safety requirements. For example,
HOV reversible roadway gates and
their associated devices are rated
“priority one” based on their critical
importance.
2008 Average Maintenance
Times by Priority, in hours
2006
2007
2008
3.8
2.5
2.4
8.3
6.1
7.9
26
17.6
22.4
Priority 1 Priority 2 Priority 3
The Maintenance Department is
responsible for the repair and
maintenance of over 270 CCTV
cameras, hundreds of message signs,
dozens of gate controls, and other
2008 Corrective Maintenance by Device Type
Device Availability for 2007 and 2008
CMS (399)
Gates (140)
HAR (41)
DET (40)
BLDG (61)
Projects (68)
99%
98%
90% 89%
100%
98% 99% 96%
70%
90%
2007
2008
CCTV (422)
CCTV CMS Gates HAR Detector
Stations
11

FIELD EQUIPMENT MAINTENANCE
Field and Depot Maintenance
Preventative maintenance allows the
HRTOC to identify hidden problems,
prevent device failures, and reduce
the need for corrective maintenance
and equipment downtime. In 2008,
the Maintenance Department
completed 1,874 preventive tasks. The
HRTOC also implemented an improved
preventative maintenance schedule
that details device locations and
scheduled service dates.
The depot sector of the Maintenance
Department is responsible for
performing repairs and maintenance
on all electronic equipment, such as
chips, resistors, capacitors, etc. This
service becomes increasingly
important as equipment ages and
replacement parts become
unavailable. In 2008, the depot sector
of the Maintenance Department
performed nearly 500 repairs.
2008 Preventative Maintenance by Device Type
2008 Depot Level Repairs, by quarter
147
CCTV (479)
CMS (360)
120
113
89
BLDG (191)
Gates (43)
HAR (74)
DET (727)
Q1 Q2 Q3 Q4
12

Know Before You Go
Check traffic conditions before you hit the road. To avoid congestion, use these Know Before You Go
information resources to check roadway conditions in Hampton Roads:
www.Va511.org
View traffic cameras, set up e-mail and text alerts, learn
about road construction and bridge lifts, and more, all at
one convenient web location.
CMS
Changeable Message Signs are strategically located
throughout the interstate system. Watch them for
current and changing roadway conditions.
HAR Radio, 610 AM
Tune into Highway Advisory Radio at 610 on your AM
radio dial. Incidents, roadway conditions and
congestion reports are broadcast as they occur. If you
are out of the broadcast area, call the TrafficLine at 757-
361-3016, which also transmits the HAR reports.
CITIZEN COMMENTS
“What a life saver! This is an
extraordinary service you provide
and I am truly thankful.” – Emily H.
“(The SSP driver) was very friendly as well
as helpful. If this is what my taxes pay for
then I am truly happy.” – Curtis S.
“The gentleman was very
courteous, helpful and safe. He
made this whole situation much
more bearable.” – Nicholas G.
“I'm very thankful for the help I received.
They took care of everything for me in a
courteous and professional manner. This is
a great service.” – James H.
“(The SSP driver) was very courteous and friendly. He
helped me in a timely manner which was nice because of
how cold it was. I have never had to use SSP service before,
but I'm very glad its available when needed.” – Lucy M.
“As a senior citizen with arthritis and back problems, this service was greatly
appreciated as I didn't have my cell phone. I was really thankful.” – Edward C.
“We ran out of gas on the highway. SSP saw us and
pulled over less than 5 minutes later. They gave us
gas and told us where the nearest gas station was
and we were on our way 5 minutes later… They
were guardian angels. Thank you!” – Lauren S.
“I am new to the area and don't have support or
family. Knowing this type of assistance is available
makes me feel so safe. Thank you!” – Anita B.
“Your driver was exceptionally courteous and
helpful. Being from out of state I am very pleased
with the service. I am also very grateful. Thank
you.” – Josh N.
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