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

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

  2. Acknowledgement: NZTA, Opus

  3. 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”

  4. People Change Time, Route or Mode

  5. Days/month delays were experienced

  6. Current Technology How to Communicate? Anticipated Technology

  7. Current Technology Frontier Age 75+

  8. Urban vs non: Travellers with Smartphones/Tablets

  9. Current Access to Travel Information

  10. Priority: Real Time Information

  11. Current Access: Real Time Information

  12. Current Access to Real Time Information

  13. Current Access to Real Time Information

  14. Priority: Route and Facilities

  15. Access: Route and Facilities

  16. Likely to Use Drive-time Calculator Frequency

  17. Barriers to Accessing Information

  18. 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

  19. 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

  20. 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)

  21. Crowdsourcing: Willingness to share information

  22. 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

  23. 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

  24. The Big One: Incident with a Capital “I” Chch earthquakes, Hurricane Katrina, Boxing Day tsunami, NSW fires, climate events Civil Defence emergencies, planned evacuations

  25. 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

  26. 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

  27. 90% food, fuel, materials by sea through CentrePort

  28. Lessons from Christchurch Managing traffic takes long hours, hard work Road closures change daily

  29. 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

  30. 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)

  31. Earthquake risk: tsunami Map of NZ: How many roads are within the tsunami envelope?

  32. Thank you for your work responding to incidents

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