| Title | The CCIS Experiment: Comparing Transit Information Retrieval Modes at the Southern California Rapid Transit District |
|---|---|
| Record ID | 49760 |
| Personal Name Creator |
Phillips, Robert O. |
| Source | 112p. in various pagings |
| Corporate Creator | Wilson Hill Associates, Inc.; John A. Volpe National Transportation Systems Center (U.S.); United States. Department of Transportation. Research and Special Programs Administration. Transportation Systems Center |
| Corporate Contributor |
United States. Department of Transportation. Urban Mass Transportation Administration. Office of Technical Assistance |
| Publisher | United States. Department of Transportation. Urban Mass Transportation Administration |
| Publication Date | 19840301 |
| Language | English |
| Abstract | This report documents the results of a controlled experiment performed in the Telephone Information Section of the Marketing Department at the Southern California Rapid Transit District (SCRTD) in Los Angeles. The Telephone Information Section is the site of a prototype deployment of automated transit information systems (ATIS) technology known as the Computerized Customer Information System (CCIS). Through CCIS, the SCRTD hopes to (1) reduce the cost of providing telephone information; (2) increase telephone information productivity and (3) improve the level of service provided by the information agents. A controlled experiment was designed and implemented to measure differences in productivity and response accuracy between information agents using automated and manual retrieval methods. In the course of the experiment, a predetermined set of 36 itinerary-type transit information questions was asked to each of nine test agents. Analysis of the results showed that statistically significant differences in performance were discernible among agents of varying skill/experience levels and between retrieval modes. It was concluded that CCIS is indeed a viable alternative to manual information retrieval methods and has potential for further application in transit telephone information operations. |
| Rosap ID | dot:11184 |
| Rosap URL | https://rosap.ntl.bts.gov/view/dot/11184 |
| TRT Terms | Information processing; Information retrieval; Operating costs; Passenger information systems; Productivity; Telephone; Rapid transit |
| Classification | NTL - PLANNING AND POLICY - PLANNING AND POLICY; NTL - PLANNING AND POLICY - Technology Transfer; NTL - PLANNING AND POLICY - Transit Planning and Policy; NTL - PUBLIC TRANSPORTATION - PUBLIC TRANSPORTATION; NTL - PUBLIC TRANSPORTATION - Transit Planning and Policy |
| Geographical Coverage |
Los Angeles (California) |
| TRIS Online Accession No |
00386391 |
| Contract Number | DTRS-57-81-00054 |
| Report Number | UMTA-MA-06-0126-84-4; DOT-TSC-UMTA-84-1 |
| Resource type | Tech Report |
| URL | https://ntlrepository.blob.core.windows.net/lib/49000/49700/49760/DOT-TSC-UMTA-84-01.pdf |
| Format | |
| Database | NTL Digital Repository |