United States Department of Transportation
i
The CCIS Experiment: Comparing Transit Information Retrieval Modes at the Southern California Rapid Transit District
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1984-03-01
[PDF-4.49 MB]
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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.
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