DRAFT
WSPTP_102015
WSPTP_102015
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
Washington State Public Transportation Plan<br />
Chapter Three: Goals and Action Strategies<br />
positioned to convene regional and local public transportation providers to collectively<br />
identify gaps, learn from successes and failures, and develop metrics to make sure the system<br />
is working as a whole for Washington residents.<br />
Technology solutions can be used to improve public transportation and provide public<br />
transportation providers with cost-effective opportunities to improve the customer<br />
experience and manage demand. Examples include the U.S. Department of Transportation’s<br />
model deployment of vehicle-to-vehicle and vehicle-to-infrastructure safety systems; new<br />
mobile applications that track, plan, and pay for trips on transit; and new ways to finance<br />
transportation system investments.<br />
Although most public transportation providers in Washington are local or private<br />
agencies, the state provides leadership on some significant services such as Washington State<br />
Ferries, HOV facilities, demand management, commute trip reduction and intercity passenger<br />
rail. Many of these services have a strong customer connection, and there continue to be<br />
opportunities to seek customer input and improve the customer experience.<br />
While larger public transportation service providers expend considerable resources on<br />
customer services and research, smaller agencies are often limited in their ability to obtain<br />
resources to access information about best practices in evaluation, data management, and<br />
customer services. Collaboration between Washington state transportation providers on<br />
performance trends and innovation will help in identifying innovative, customer-focused<br />
solutions, but will also aid their implementation and maintenance. Emerging technologies<br />
and other innovative tools can increase efficiencies and enhance the customer experience.<br />
Increasing awareness around the relative costs and benefits of various transportation<br />
options will help to inform both consumers and decision-makers.<br />
EVALUATING CUSTOMER EXPERIENCE<br />
Desired<br />
Outcomes<br />
• Ease of use<br />
• Safety<br />
• Customer satisfaction<br />
• Value<br />
Measures<br />
Currently Available<br />
• Mode split for select<br />
communities<br />
• HOV lane travel time advantage,<br />
peak hours, by corridor<br />
• HOV lane reliability, peak hours,<br />
by corridor<br />
• Fatalities and injuries by some<br />
transportation mode<br />
• Ferry system passenger<br />
satisfaction<br />
• Customer satisfaction for select<br />
providers<br />
• Train travel time<br />
• Bus travel time<br />
Measures to<br />
be Developed<br />
• Customer Experience Dashboard<br />
»»<br />
Safety<br />
»»<br />
Satisfaction<br />
»»<br />
Usage by mode and market<br />
80<br />
WSDOT | <strong>DRAFT</strong> October 2015 | WaTransPlan.com