1. Transportation Operations/Mobility in the Baltimore Region Customer Satisfaction Survey AMPO Operations Work Group September 28-29, 2006 Las Vegas

2. Background National Transportation Operations Coalition (NTOC) – 2005 Performance Measurement Initiative Define and document a few good measures for transportation agencies to use in measuring and documenting performance Baltimore Regional Transportation BoardBaltimore Metropolitan Council

3. NTOC Team US DOT – Federal Highway Administration American Association of State Highway and Transportation Officials (AASHTO) International City/County Management Association (ICMA) Transportation Research Board (TRB) Association of Metropolitan Planning Organizations (AMPO) American Public Works Association (APWA) Institute of Transportation Engineers (ITE) University of Maryland Center for Advanced Transportation Technology (Also helped with this survey) Baltimore Regional Transportation BoardBaltimore Metropolitan Council

4. NTOC Performance Measures Customer Satisfaction Extent of Congestion – Spatial Extent of Congestion – Temporal Incident Duration Non-Recurring Delay Recurring Delay Speed Throughput – Person Throughput – Vehicle Travel Time – Link Travel Time – Reliability Travel Time - Trip Baltimore Regional Transportation BoardBaltimore Metropolitan Council

5. Customer Satisfaction – Definition “A qualitative measure of customers’ opinions related to the roadway management and operations services provided in a specified region” For the Baltimore region, the definition was expanded to include all modes of transportation Baltimore Regional Transportation BoardBaltimore Metropolitan Council

6. Purpose Evaluate customer/user viewpoint on transportation system performance and perception of congestion in the region Provide a benchmark for Management and Operations (M&O ) projects in the next Long Range Plan Outreach to senior management and elected officials Baltimore Regional Transportation BoardBaltimore Metropolitan Council

7. Baltimore Region Baltimore Regional Transportation BoardBaltimore Metropolitan Council

8. Sample Size Completed Surveys JurisdictionTotal Baltimore301 Baltimore City202 Anne Arundel200 Carroll100 Harford100 Howard100 Total1,003 Baltimore Regional Transportation BoardBaltimore Metropolitan Council

9. Sample Size Maximum sampling error for the total sample size of 1,000 interviews: ±3.0% at the 95% confidence level Maximum sampling error for each jurisdiction: ±5.0% at the 95% confidence level Baltimore Regional Transportation BoardBaltimore Metropolitan Council

10. Process WB&A Market Research (Crofton, MD) selected to conduct Computer Assisted Telephone Interviews (CATI) Pretest – May 9 & 10, 2006 Main Surveys – May 11, 2006 – June 15, 2006 Final Report – June 30, 2006 Cost – Approximately $25,000 Baltimore Regional Transportation BoardBaltimore Metropolitan Council

11. Questionnaire Baltimore Regional Transportation BoardBaltimore Metropolitan Council Handout

12. Satisfaction with the Transportation System in the Baltimore Region 40% are very or somewhat satisfied with the transportation system in the region, with 11% saying they are very satisfied 33% of the residents surveyed are very or somewhat dissatisfied with the transportation system, with 12% saying they are very dissatisfied 23% of the respondents are neutral Baltimore Regional Transportation BoardBaltimore Metropolitan Council

13. Satisfaction with the Transportation System in the Baltimore Region Base = Total Sample (n=1,003) Q1. How satisfied are you with the transportation system in the Baltimore region? Would you say you are…? Base = Total Sample Letters indicate significant differences at the 95% confidence level. Q1. How satisfied are you with the transportation system in the Baltimore region? Would you say you are…? Satisfaction with the Transportation System in the Baltimore Region Baltimore Regional Transportation BoardBaltimore Metropolitan Council

14. Satisfaction with the Transportation System in the Baltimore Region Reasons for Satisfaction with regional system Sufficient roads (10%) Roads in good condition (9%) Easy to get around (8%) Offers sufficient public transportation (6%) Reasons for Dissatisfaction Roads are too congested (33%) Roads need to be repaired (30%) Not enough public transportation (20%) Light rail needs to be expanded (16%) and Metro needs to be expanded (14%), bus lines need to be expanded (13%) Reasons for Neutrality Not enough experience with public transportation (33%)

15. Results on Available Transportation Choices 25% of the residents surveyed said they have many different transportation choices 38% said they have few options 34% have only one option Baltimore Regional Transportation BoardBaltimore Metropolitan Council Transportation Options Available Base = Total Sample (n=1,003) Q2. Would you say you have many different transportation choices, you have few options to choose from, or you have only one transportation option available to you?

16. Satisfaction with the Choices for Alternative Modes of Transportation Almost one-half of the respondents (45%) said they are satisfied, with 19% saying they are very satisfied. In addition, 28% of the respondents are neutral. However, one-fourth of the respondents (24%) said they are dissatisfied with the choices for alternative modes of transportation in the region, with 8% saying they are very dissatisfied. Base = Total Sample (n=1,003) Q3. How satisfied are you with the choices for alternative modes of transportation in the region, such as carpooling, public transportation, biking, walking, etc.? Are you…? Satisfaction with the Choices for Alternative Modes of Transportation Baltimore Regional Transportation BoardBaltimore Metropolitan Council

17. Satisfaction with the Information Available from Various Sources Before Beginning a Trip About six in ten respondents (61%) reported that they are satisfied, with 29% saying they are very satisfied. Meanwhile, 22% of the respondents are neutral, and 13% said they are dissatisfied. During a Trip A similar proportion of respondents said they are satisfied with the information provided while traveling (58%), with 25% saying they are very satisfied. Meanwhile, 21% said they are neutral, and 15% said they are dissatisfied. Baltimore Regional Transportation BoardBaltimore Metropolitan Council

18. Satisfaction with the Information Available from Various Sources (continued) Satisfaction with the Information Available Before You Begin a Trip Base = Total Sample (n=1,003) Q4. How satisfied are you with the information available from the various sources, such as radio, television, and Web sites, that inform you about the status of alternate routes and transportation choices before you begin a trip? Are you…? Base = Total Sample Letters indicate significant differences at the 95% confidence level. Q4. How satisfied are you with the information available from the various sources, such as radio, television, and Web sites, that inform you about the status of alternate routes and transportation choices before you begin a trip? Are you…? Baltimore Regional Transportation BoardBaltimore Metropolitan Council

19. Satisfaction with the Information Available from Various Sources (continued) Satisfaction with the Information Available While Traveling Base = Total Sample (n=1,003) Q5. How satisfied are you with the information available from the various sources, such as radio, television, and Web sites, that inform you about the status of alternate routes and transportation choices while you are traveling to your destination? Are you…? Base = Total Sample Letters indicate significant differences at the 95% confidence level. Q5. How satisfied are you with the information available from the various sources, such as radio, television, and Web sites, that inform you about the status of alternate routes and transportation choices while you are traveling to your destination? Are you…? Baltimore Regional Transportation BoardBaltimore Metropolitan Council

20. Commute to Workplace The vast majority of those employed (93%) commute to work. This proportion is relatively consistent across all counties. This correspondents to 58% of the total residents surveyed being commuters. Base = Those Employed Letters indicate significant differences at the 95% confidence level. Q7. Do you usually commute to a workplace outside your home, or do you usually work at home? Baltimore Regional Transportation BoardBaltimore Metropolitan Council

21. Commute to Workplace (continued) Many of the respondents within each county work in the same county in which they live. However, some respondents do commute outside of their county to go to work or school. Base = Commuters/Students Top Mentions Letters indicate significant differences at the 95% confidence level. Q9. In what county do you work/go to school? Baltimore Regional Transportation BoardBaltimore Metropolitan Council

22. Results on Commuting 58% commute to work or school On average, the respondents leave home for work/school at 7:24 AM and leave work/school at 4:51 PM It takes the average respondent 33 minutes to commute one- way to work/school The average trip length is about 15 miles About 71%use only one method of transportation- most often they drive their personal car alone (79%) 9% of the respondents primarily use public transportation Baltimore Regional Transportation BoardBaltimore Metropolitan Council

23. Results on Commuting (continued) About three-fourths of the respondents (76%) said that they feel the time it takes is reasonable, with 44% saying it is very reasonable. Those whose commute is less than 15 miles were more likely than those whose commute is longer to say that they feel the time it takes is reasonable (87% vs. 64%). Conversely, less than two in ten (17%) reported feeling that it is unreasonable, with 6% saying it is very unreasonable. Baltimore Regional Transportation BoardBaltimore Metropolitan Council

24. Results on Commuting (continued) About one-half of the respondents (47%) reported that their travel time has increased, with 18% saying it has increased significantly. However, about four in ten respondents (39%) said that their travel time has remained the same. About one in ten (12%) reported that their travel time has decreased in the past five years. Respondents in Carroll County tended to be more likely than those in other counties to report that their travel time has increased (63% vs. 39%-50%). Base =Commuters/Students (n=590) Q14. How has your travel time changed in the past 5 years? Baltimore Regional Transportation BoardBaltimore Metropolitan Council

25. Results on Congestion The vast majority of residents (84%) agree that congestion is a major problem in the Baltimore region About two-thirds of the respondents (64%) define congestion as an increased number of cars. About three in ten (31%) said congestion is an increase in travel time and one-fourth as a decrease in speed (24%). About two in ten (19%) define it as increased time at an intersection Baltimore Regional Transportation BoardBaltimore Metropolitan Council

26. Results on Congestion (continued) Most commuters experience congestion at least sometimes on their way to work or school (73%); 35% said they always experience congestion 78% of all respondents said they sometimes or always experience congestion at times other than when commuting to work or school If there were no congestion, commuters reported that their commute to work/school would be, on average, 11 minutes shorter 55% change their commute as a result of congestion- mostly a different route 44% of the commuters do not change their commute as a result of congestion Baltimore Regional Transportation BoardBaltimore Metropolitan Council

27. Strategies for Improving Transportation in the Baltimore Region Overall, most effective in improving the region’s transportation system (rating of 8-10) in the eyes of the respondents are: Expanding transit (52%) Better traffic signal timing (48%) Widening existing highways (46%) Reducing the number of construction zones (43%) Building new highways (41%); and/or Providing special HOV lanes on highways for carpools and buses (40%) Baltimore Regional Transportation BoardBaltimore Metropolitan Council

28. Strategies for Improving the Baltimore Region’s Transportation System (continued) Strategies for Improving the Baltimore Region’s Transportation System Base = Total Sample (n=1,003) Q22. Please tell me to what extent you feel the strategy will improve the region’s transportation system, using a 10-point scale, where a 10 means you feel it “will significantly improve the transportation system,” and a 1 means you feel it “will not improve the transportation system at all.” Expanding transit Better traffic signal timing Widening existing highways Reducing the number of construction zones Building new highways Providing special lanes, called HOV lanes, on highways for carpools and buses Building more park-and-ride facilities Designing bike or pedestrian friendly communities Providing more information to promote carpooling or vanpooling 2% 1% 2%

29. Strategies for Improving Transportation in the Baltimore Region (continued) Number One Priority No one strategy (from a list of nine possible strategies) is the clear solution An equal proportion of respondents reported widening existing highways or expanding transit (22%) should be the number one priority About one in ten (11% each) said the region should concentrate on better traffic signal timing or building new highways Baltimore Regional Transportation BoardBaltimore Metropolitan Council

30. Strategies for Improving Transportation in the Baltimore Region (continued) Least able to improve the area’s transportation system (rating of 1-3) appears to be Building more park-and-ride facilities (31%) Designing bike or pedestrian friendly communities (29%) Providing more information to promote carpooling/vanpooling (27%) Baltimore Regional Transportation BoardBaltimore Metropolitan Council

31. Satisfaction with Traffic Signal Operations More than one-half of the respondents (56%) are satisfied with the traffic signal operations in their region. However, 24% reported that they are either somewhat or very dissatisfied. Satisfaction with Traffic Signal Operations Base = Total Sample (n=1,003) Q23. How satisfied are you with the traffic signal operations in your region? That is, how satisfied are you that the number of stops and delays experienced at traffic signals are reasonable, considering the traffic conditions that exist when you are traveling? Would you say you are…? Baltimore Regional Transportation BoardBaltimore Metropolitan Council

32. Satisfaction with Traffic Signal Operations Baltimore Regional Transportation BoardBaltimore Metropolitan Council Base = Total Sample Letters indicate significant differences at the 95% confidence level. Q23. How satisfied are you with the traffic signal operations in your region? That is, how satisfied are you that the number of stops and delays experienced at traffic signals are reasonable, considering the traffic conditions that exist when you are traveling? Would you say you are…?

33. Sample Observations – Baltimore City Residents of Baltimore City are the most likely to take public transportation (41% vs 2%-15% in other jurisdictions) and are the least likely to drive their personal car alone to work or school (64% vs 87% - 98% other jurisdictions) Residents of Baltimore City tend to have the shortest commute(11.6 miles on average vs 14.1-17.3 miles other jurisdictions) Better signal timing was the highest priority for Baltimore City residents (22% vs 3%-10% other jurisdictions) Baltimore City residents tend to be the most dissatisfied (43% vs 18%-36% for all other jurisdictions) with the transportation system in the region Baltimore Regional Transportation BoardBaltimore Metropolitan Council

34. Sample Observations – Carroll County Residents of Carroll County were the most likely to say they have only one transportation option available to them (63% vs 21% - 45% for all other jurisdictions) Carroll County residents have the longest commute, with 30% saying it takes one hour or more compared to 7%-16% in all other counties Respondents in Carroll County tended to be more likely than those in other jurisdictions to report that their travel time has increased (63% vs 39%-50%) Residents of Carroll County were more likely than those in other counties to say that widening existing highways should be the number one priority (37% vs 16%-25%) Baltimore Regional Transportation BoardBaltimore Metropolitan Council

35. Sample Observations – Howard County Residents of Howard County tended to be the most likely to say they rarely or never experience congestion when commuting to work/school (36% vs 17%-27% all other jurisdictions) Baltimore Regional Transportation BoardBaltimore Metropolitan Council

36. Sample Observations – Harford County Harford County residents were least likely to say they are satisfied (46% versus 59% - 68% all other jurisdictions) with the information available from various sources Baltimore Regional Transportation BoardBaltimore Metropolitan Council

37. Demographic Profile The respondents in this survey have the following demographic characteristics: Have lived in the Baltimore region for an average of 24 years; Are an average of 52 years old; Three fourth are Caucasian (75%), while one-fourth are minorities (25%); Have a median household income of $79,600 (with the highest median incomes reported in Anne Arundel and Howard Counties and the lowest in Baltimore City); and Own or lease an average of two (2.1) vehicles Baltimore Regional Transportation BoardBaltimore Metropolitan Council

38. Next Steps Analyze survey data for specific Management and Operations (M&O) projects – example signal timing, traveler information Use as a benchmark for future surveys Performance Measure for next Long Range Plan Baltimore Regional Transportation BoardBaltimore Metropolitan Council

39. Questions/Comments