Effectiveness of Telephone Information Service in Transit

摘要

The report analyzes the effectiveness of telephone information services provided by public transit authorities in the United States. The report is based primarily on the results of fifteen case studies conducted at diverse transit authorities, as well as a literature search. The following technologies are examined: 1) microfiche and computerized methods of data retrieval; 2) automatic-call-distributor equipment with management information system (MIS) capability; and 3) computerized rider information systems (CRIS). In addition, institutional and labor issues involved in the provision of telephone information service are discussed. The report provides both an issue-by-issue analysis as well as a description of how each case study site provides telephone information, including performance measurements, costs, and benefits.