Most travelers are satisfied with the nation's transportation system. And satisfaction with the system has increased significantly in the past ten years. It is clear that despite the increased demands placed on the system resulting in increased traffic and congestion, the focus on achieving new levels of quality in the construction and maintenance of the transportation system initiated in 1992 is paying off in traveler satisfaction.
A primary objective of this study is to translate the results into a set of concrete strategic imperatives that federal and state highway agencies can apply to further improve the traveling public's satisfaction with the transportation system. These strategic imperatives can be identified by looking at what is important to travelers and the extent to which the system currently delivers what is important. Each major aspect of the system is categorized into a quadrant based on its perceived importance to an effective and high-quality transportation system and current performance (as measured by the letter grade given) as follows:
|
|
IMPORTANCE |
|
|
Low |
High |
OVERALL GRADE |
Highest |
Priority 4:
Secondary Strengths:
Maintain Current Level of Service / Targeted Improvements |
Priority 1:
Primary Strengths: Maintain / Improve Current Level of Service
/ Communicate |
Lowest |
Priority 3:
Potential Weaknesses: Invest to Improve if Resources are Available |
Priority 2:
Critical Weaknesses:
Invest Immediately to Improve |
Aspects of service falling into each quadrant are as follows:
- Primary Strengths (high importance and higher grades)
Strategy: Maintain Levels of Service and Invest Strategically to Improve
Bridge conditions and setup of work zones are clear strengths of the nation's transportation system and relatively well aligned with the nation's transportation system.
- Increasing the width of lanes and shoulders on bridges and notably providing access for pedestrians and bicycles on bridges will serve to further augment the critical strengths of the system in this area.
- Creating better merge patterns into work zones and/or as work zones force lane closures should continue as a focus in this area. In addition, better detour systems and/or simply more effective notification of detours could increase traveler satisfaction with the setup of work zones.
Highway safety is also a key strength of the nation's transportation system. Highway safety was also noted as a primary strength of the system in 2000. However, given the importance of this aspect of the system, travelers expect more and this should be considered an area requiring continued investments. Specific improvements that would have the greatest impact on the overall grade travelers give the system for safety include:
- Increased enforcement of speed limit laws,
- Improved roadway lighting,
- Use of roadway materials that increase traction,
- Lengthening merge lanes, and
- Providing emergency road information.
In addition to continued investments in safety improvements, it is important to let the public know about improvements to the safety of the transportation system. For example, travelers are very positive about the use of rumble strips to notify drivers they have left their travel lanes. This represents an opportunity to leverage system strength into support for additional improvements by communicating the success of this program.
- Critical Weaknesses (high importance and lower grades)
Strategy: Invest Immediately to Improve
Four critical areas emerge as critical weaknesses - pavement conditions, planning for future transportation needs, efforts to reduce congestion and improve traffic flow, and pedestrian safety and mobility. Improvements to traffic flow and congestion as well as pavement conditions were noted as critical weaknesses in 2000. Planning and pedestrian safety and mobility are system attributes added in the current survey based on industry research and customer input.
Travelers are generally neutral to somewhat satisfied with the condition of highway and roadway surfaces. In addition to continued investments in safety improvements, it is important to let the public know about improvements to the safety of the transportation system. For example, travelers are very positive about the use of rumble strips to notify drivers they have left their travel lanes. This represents an opportunity to leverage system strength into support for additional improvements by communicating the success of this program.
Consistent with the support given to transportation projects to expand and improve pedestrian mobility, pedestrian safety and mobility is an issue that is important to travelers and that receives a below average grade. While a problem everywhere, pedestrian safety and mobility is a greater issue in the South. Areas that should be the focus for improvements include:
- General availability of sidewalks (notably in rural and suburban communities),
- Better co-existence between roadways and pedestrian walkways, and
- Greater accessibility for persons with disabilities.
Continued efforts to mitigate congestion and improve traffic flow should also be a focus for improvements. Despite the extent to which travelers encounters congestion, the system appears to be doing a reasonable job in terms of meeting traveler expectations in this area. This suggests that many of the strategies implemented in recent years have been effective. Specific areas that should continue to be a focus include:
- Better traffic signal timing to improve traffic flow, and
- Developing a system that provides alternate routes.
At the same time, communicate the strides that have been made in this area. These include the:
- Ability to judge and predict travel times,
- Availability of park-and-ride lots,
- Availability of traffic information, and
- Use of traffic signals on freeways ramps to control traffic flow.
- Potential Weaknesses (lower importance and lower grades):
Strategy: Continue to Monitor and Invest Strategically if Resources are Available
There are two areas that represent potential weaknesses. Of particular note are delays resulting from road work. This aspect of the system is integrally tied to congestion and should be monitored carefully. Moreover, it should be noted that in 2000 this was noted as a critical weakness. It is clear that travelers have seen the result of efforts to improve in this area and support these efforts. Strategic improvements should continue in this area. There are three areas that should be a focus for these improvements:
- The amount of time required to make repairs: Travelers are extremely cognizant of and disturbed about projects that seemingly never end. Many states (e.g., Virginia and Washington) have implemented incentive as well as monitoring and reporting programs to ensure that projects are completed as scheduled.
- Durability of paving materials so roadways last: Again, travelers are aware of new materials that extend pavement life. They see the links between pavement that does not last and poor pavement conditions (a critical weakness), leading to repairs that then cause congestion.
Bicycle safety and mobility is also a potential issue. While many travelers - notably those that bicycle - support bicycle projects, there is significant conflict between cyclists and drivers. Some key areas for improvements in target areas include:
- Better connections between bike lanes and pathways and public transportation,
- Maintenance of bike lanes to ensure a smoother surface, and
- Efforts to improve safety for those riding bicycles in work zones.
Note that both bicyclists and drivers laud the efforts to build bikeways separated from roads. Also, where available, travelers feel that the width of bike lanes adjacent to roads is sufficient.
- Secondary Strengths (lower importance and higher grades)
Strategy: Stay the Course / Invest Strategically If Resources Are Available
There are obvious strengths of the transportation system- its visual appeal, the availability of traveler information, and amenities along the highway. However, relative to other aspects of the system's infrastructure are less important. It is critical to maintain services in these areas. Even in these areas, some potential issues were identified:
- Visual appeal: While the least important aspect of the system overall, travelers do value this aspect of the system and are satisfied with what is provided. A potential problem area is the amount of litter and trash along the highways / roadways. With budget cutbacks, many states have reduced maintenance efforts in this area. Travelers have noticed these cutbacks. While they may understand the need for the cost savings, this does have a significant impact on travelers' overall grade for the system.
- Availability of traveler information: In general travelers are satisfied with the availability of traveler information. However, they also say that they would like more information. Notably, they are interested in phone numbers - such as the 511 system - where they can get updates on travel conditions as they drive.
- Amenities: If resources are available, travelers would like to see additional investments in two areas: public rest areas (both more and a greater variety of) and increased patrols for roadside assistance. However, from their responses it is clear that they recognize that these additional services may not be reasonable due to limited resources.
There are two areas that should be closely monitored and, if resources are available, investments made. These include:
- Maintenance response times: While travelers are generally satisfied with maintenance response times, this aspect of the system is very close to the intersections of the quadrants. Any degradation of the system could quickly make this a critical problem. Note that in 2000, this aspect of the system was identified as a potential weakness. Therefore, improvements have been and should continue to be made in this area. Key aspects to watch include:
- Pavement repairs made in a timely manner,
- Snow removal,
- Pavement markings are repainted, and
- Litter or trash removal.
It should be noted that some aspects of maintenance response times (e.g., repainting pavement markings) are also integrally related to other more critical aspects of the system such as safety. Improvements here would impact traveler satisfaction in other areas.
- Consideration for the environment: The impact of the transportation system on the environment is likely to become an increasingly significant issue over time. Already, younger travelers express greater concern about these impacts. It is unlikely that these concerns will disappear as they get older. Travelers are most concerned about the impact of the transportation system on wetlands and habitats and on air quality.
This study also identifies several other key issues:
- Travelers support for future transportation projects. However, this support is linked to the extent to which travelers feel they are getting their money's worth for current tax dollars spent on building and maintaining the transportation system. The extent to which travelers feel they are getting value for their tax dollars is tied to their perceptions of the current quality of the system. Therefore, it is critical to continue to focus on improving the system. Moreover, it is important to communicate successes so that travelers see value and will then support future efforts.
- Travelers see true value in a quality transportation system. Notably, they feel the current system gives them freedom to travel when and where they want and that they have the ability to travel safely. These benefits represent potential communication messages that could be used to build additional support for transportation projects.
- Travelers show strong support for projects that allow for the use of alternative modes of transportation. However, this study does not address the potential use of these alternative modes. It will be important for regional and local public transportation agencies to continue their efforts encouraging the use of these alternative modes.
- It is clear that the public is increasingly aware of the issues related to transportation planning and land use. They want to become involved but they feel that they do not receive adequate information and that their input may not make any difference. Those who think their opinions do not matter are less likely to support future transportation projects. Therefore, it is essential to involve citizens in the planning process. This can be as simple as stronger communication plans. However, it is clear from recent successes that people want to participate in meetings and to share their opinions. While traditional venues - notably neighborhood meetings - still apply, the Internet opens a new realm of possibilities for public involvement.