United States Department of Transportation
i
A Socioeconomic Impact Assessment of the Automated Information Directory System (AIDS) at the Washington Metropolitan Area Transit Authority (WMATA)
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1983-04-01
[PDF-4.69 MB]
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Abstract:This report documents a series of data collection efforts carried out by Wilson Hill Associates, Inc., in support of UMTA's Impact Assessment Program. The focus of these efforts was the Automated Transit Information System (ATIS) deployment in the Telephone Information Section of the Office of Marketing at the Washington, DC, Metropolitan Area Transit Authority (WMATA). This system, known as the Automated Information Directory System (AIDS), was implemented in the interest of making WMATA's telephone marketing services more efficient through automation of data retrieval functions traditionally performed manually by telephone information operators, or agents. Key parameters in this assessment were measures of information agent productivity, system response accuracy, agent job satisfaction and economic benefits of reduced agent training periods, centralized data base updating, and use of system data bases by other transit system departments. Data collected both before and after the AIDS implementation failed to disclose a significant productivity improvement in terms of percent of total incoming calls answered, although this may be a spurious result attributable to uncontrolled factors at the time the data was collected. Further testing indicated that AIDS can substantially improve individual operator performance and the reliability of information provided. Furthermore, the computerized AIDS data base is a valuable resource which can be used by WMATA for revenue forecasting, bus stop information displays, and better matching of service and demand. The geographic portion of the data base is also suitable for other metropolitan uses.
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