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Washington State Public Transportation Plan Chapter Three: Goals and Action Strategies positioned to convene regional and local public transportation providers to collectively identify gaps, learn from successes and failures, and develop metrics to make sure the system is working as a whole for Washington residents. Technology solutions can be used to improve public transportation and provide public transportation providers with cost-effective opportunities to improve the customer experience and manage demand. Examples include the U.S. Department of Transportation’s model deployment of vehicle-to-vehicle and vehicle-to-infrastructure safety systems; new mobile applications that track, plan, and pay for trips on transit; and new ways to finance transportation system investments. Although most public transportation providers in Washington are local or private agencies, the state provides leadership on some significant services such as Washington State Ferries, HOV facilities, demand management, commute trip reduction and intercity passenger rail. Many of these services have a strong customer connection, and there continue to be opportunities to seek customer input and improve the customer experience. While larger public transportation service providers expend considerable resources on customer services and research, smaller agencies are often limited in their ability to obtain resources to access information about best practices in evaluation, data management, and customer services. Collaboration between Washington state transportation providers on performance trends and innovation will help in identifying innovative, customer-focused solutions, but will also aid their implementation and maintenance. Emerging technologies and other innovative tools can increase efficiencies and enhance the customer experience. Increasing awareness around the relative costs and benefits of various transportation options will help to inform both consumers and decision-makers. EVALUATING CUSTOMER EXPERIENCE Desired Outcomes • Ease of use • Safety • Customer satisfaction • Value Measures Currently Available • Mode split for select communities • HOV lane travel time advantage, peak hours, by corridor • HOV lane reliability, peak hours, by corridor • Fatalities and injuries by some transportation mode • Ferry system passenger satisfaction • Customer satisfaction for select providers • Train travel time • Bus travel time Measures to be Developed • Customer Experience Dashboard »» Safety »» Satisfaction »» Usage by mode and market 80 WSDOT | <strong>DRAFT</strong> October 2015 | WaTransPlan.com
Washington State Public Transportation Plan Chapter Three: Goals and Action Strategies STRATEGIES PP Deploy best practices in safety and security, taking into account issues of equity PP Foster additional collaboration among Washington state transportation providers to identify, implement and sustain solutions that improve the public transportation experience PP Increase consideration and use of multimodal options by piloting systems and programs to help the public better understand, consider and use multimodal options; support widespread adoption of proven approaches PP Develop tools and processes to promote timely adoption of innovations that improve the customer experience EARLY ACTIONS Immediately after this plan is adopted, WSDOT will prepare a work plan and budget to begin working through these early actions. Each year, WSDOT will update that work program in conjunction with its public transportation partners. • Inventory and share information about innovative, customer-focused solutions, such as fare and bicycle information, that can improve public transportation to make it a more attractive choice for the traveling public Lead: To be identified • Identify and promote strategies to reverse growth in pedestrian and bicycle fatalities and injuries Lead: To be identified • Develop tools and technical assistance that can be used by local transportation providers Lead: To be identified • Develop processes and tools to more effectively and efficiently obtain customer input, use gap analysis and prioritize areas for improvement Lead: To be identified • Encourage and seek additional investment in projects and programs that increase the use of multimodal options, improve public access to information and enhance the customer experience Lead: To be identified • Improve access and knowledge of multimodal safety data to better support integrated reporting, analysis, education and prevention. Lead: WSDOT • Identify and promote strategies to reverse growth in pedestrian and bicycle fatalities and injuries Lead: To be identified WSDOT | <strong>DRAFT</strong> October 2015 | WaTransPlan.com 81
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