Socio-Economic Impact Assessment of the Computerized Customer Information System (CCIS) at the Southern California Rapid Transit District (SCRTD)

Volpe National Transportation Systems Center, Technical Reference Centerhttps://doi.org/10.21949/15267071983PDFTech ReportPhillips, Robert O.John A. Volpe National Transportation Systems Center (U.S.)United States. Urban Mass Transportation AdministrationUnited States. Urban Mass Transportation AdministrationSouthern CaliforniaSocioeconomic factorsInformation retrievalMarketingTelephoneInformation processingDatabasesPassenger information systemsRoutingProductivityDOT-TSC-UMTA-83-26;UMTA-MA-06-0126-83-2This document is a product of an ongoing program to assess the impacts of automated transit information system (ATIS) technology on the transit industry's efforts to improve the productivity and quality of telephone information/marketing services to the public. The report presents descriptions of a variety of data collection and analysis efforts undertaken in the evaluation of the Computerized Customer Information System (CCIS), an automated transit information system currently being implemented and tested in a pilot deployment at the Southern California Rapid Transit District (SCRTD). The objective of this report is to quantify and assess the impacts of this application of ATIS technology on system users and management within the SCRTD, as well as on the general public in the Los Angeles area being served by the system, and to determine how well the CCIS met its pre-implementation objectives. It is hoped that the descriptions of system implementation efforts in this report will also serve to provide helpful insights for other transit systems interested in the application of ATIS technology. The key elements in this assessment were measures of information system demand, information agent productivity, system response accuracy, agent job satisfaction, and economic benefits to the SCRTD from system implementation. Other variables were benefits of centralized data base updating and potential uses of the system as a resource by other SCRTD departments. The authors conclude that the CCIS pilot demonstration has achieved most of its intended objectives and is currently functioning with the support and confidence of its users.138