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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

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Presentation Transcript
slide1

Communicating with Customers

Road Traffic Incident Management Seminar

17-18 March 2014, Rotorua

slide3

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”

slide6

Current Technology

How to Communicate?

Anticipated Technology

slide16

Likely to Use

Drive-time Calculator

Frequency

slide18

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

slide19

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

slide20

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)

slide22

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
slide23

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
slide24

The Big One: Incident with a Capital “I”

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

Civil Defence emergencies, planned evacuations

slide25

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

slide26

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

slide28

Lessons from Christchurch

Managing traffic takes long hours, hard work

Road closures change daily

slide29

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
slide30

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)

slide31

Earthquake risk: tsunami

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

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