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Communicating with Customers Road Traffic Incident Management Seminar 17-18 March 2014, Rotorua PowerPoint PPT Presentation


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Communicating with Customers Road Traffic Incident Management Seminar 17-18 March 2014, Rotorua. Acknowledgement: NZTA, Opus. Why Communicate?. Seattle Travel Survey • 13% changed the time they left • 11% took a planned route with small changes to avoid a congested area

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Communicating with Customers Road Traffic Incident Management Seminar 17-18 March 2014, Rotorua

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Communicating with Customers

Road Traffic Incident Management Seminar

17-18 March 2014, Rotorua


Acknowledgement: NZTA, Opus


Why Communicate?

Seattle Travel Survey

• 13% changed the time they left

• 11% took a planned route with small changes to avoid a congested area

• 9% took a completely different route from their planned one

• 2% added, delayed or cancelled a trip

• 1% changed the means of transport

• 64% made no change

US Department of Transportation: “Managing demand through travel information services”


People Change Time, Route or Mode


Days/month delays were experienced


Current Technology

How to Communicate?

Anticipated Technology


Current Technology Frontier Age 75+


Urban vs non: Travellers with Smartphones/Tablets


Current Access to Travel Information


Priority: Real Time Information


Current Access: Real Time Information


Current Access to Real Time Information


Current Access to Real Time Information


Priority: Route and Facilities


Access: Route and Facilities


Likely to Use

Drive-time Calculator

Frequency


Barriers to Accessing Information


Focus Group: Issues/ barriers

• inability to tailor information to only what you want

• lack of options and knowledge of options

• GPS accuracy (eg poor rural mapping/signal)

• patchy rural mobile phone coverage


Focus Group: Information Media

Preferred information modes:

• radio: changing or real-time information

• text/application alert

• paper-based information eg maps

• social media integration: younger users (eg Twitter to notify of events)

• communications/dispatch systems: freight and other professional drivers


Focus Group: Critical Factors

• accurate, timely (prefer real-time)

• relevant (customisable)

• affordable, free (advertising to offset cost is ok)

• safe (not driving distraction)

• simple look (only essential information)

• easy to use, follow normal web conventions

• size of phone download data (cost of files/apps)

• non-tech option (print and carry)


Crowdsourcing: Willingness to share information


Freight requirements: Pre-trip

  • Route choice:

  • roadworks, incidents, weather

  • height/weight restrictions

  • inspection facilities

  • Plan stops:

  • truck-suitable rest areas

  • accurate journey times

  • distance between (open) service stations

  • stock effluent facilities


Freight requirements: In-trip

  • To efficiently schedule breaks within driving hours

  • updates on road conditions, delays

  • location of severe weather, real time congestion

  • crowdsourcing info via dispatchers about rural hazards eg stock moving


The Big One: Incident with a Capital “I”

Chch earthquakes, Hurricane Katrina, Boxing Day tsunami, NSW fires, climate events

Civil Defence emergencies, planned evacuations


March 2013 Lifelines Report: Wellington

“Not if but when”

Region isolated by road at least 120 days

Slips Paekakariki, Rimutaka Hill

Water, power, telecomms, rail damaged

Repatriate commuters, visitors, move critical personnel, emergency services

Repair with equipment within region


Not Christchurch’s earthquake

6 internal isolated fragments (CBD, West, Porirua, Kapiti, Upper & Lower Hutt); slips, bridges

Within these, isolated suburbs (Miramar)

“Car use not viable” beyond suburbs

Suburban roads only routes out

Supermarkets not restocked for weeks


90% food, fuel, materials by sea

through CentrePort


Lessons from Christchurch

Managing traffic takes long hours, hard work

Road closures change daily


Civil Defence emergency /planned evacuation

  • Evacuation routes, alternative routes

  • Need more than one way out (non-residential)

  • Safe and easily accessed areas in a tsunami

  • Even if specific evacuation routes not accurate for every emergency, important to have plans

  • Printed copy to put in survival packs – businesses should have this for business compliance

  • Accurate disaster recovery and safety information

  • Location of shelters and accommodation

  • Rideshare info: how and where


Day to day travel management

Information must be real-time

Congestion, incident information

Road closures, dangerous/impassable areas

Geospatial match up of needs/resources:

rescue, first aid, fire, stabilising, shelter, water

Petrol stations (open, with fuel)


Earthquake risk: tsunami

Map of NZ: How many roads are within the tsunami envelope?


Thank you for your work responding to incidents


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