ST. LOUIS DISTRICT GATEWAY GUIDE TRANSPORTATION MANAGEMENT CENTER ANNUAL. Report

Transcription

1 ST. LOUIS DISTRICT GATEWAY GUIDE TRANSPORTATION MANAGEMENT CENTER 2013 ANNUAL Report

2 The 2013 Gateway Guide Annual Report was prepared for and was prepared by

3 A Message from the District Transportation Management Center Team Motorists, Stakeholders, Residents and Visitors, We are pleased to share with you the 2013 Missouri Department of Transportation (MoDOT) Gateway Guide Transportation Management Center (TMC) Annual Report. This report is intended to highlight the vast array of services provided by the Gateway Guide Team and the 2013 accomplishments of our team in promoting a prosperous Missouri. The TMC s Intelligent Transportation System (ITS) is an integral component of St. Louis transportation infrastructure, consisting of 260 miles of instrumented interstates, freeways and arterials within the St. Louis district. The TMC manages more than 350 cameras, more than 500 traffic detectors, 126 dynamic message signs and 1,000 traffic signals tied into a central signal control system. The ITS network enables the TMC to detect and manage roadway closures, monitor signalized intersections, program signal timings and perform numerous traffic studies. Furthermore, the TMC is responsible for coordinating routine and emergency response for a roadway network covering 1,533 centerline miles. MoDOT s Gateway Guide TMC is the center of communications for the St. Louis District. Our personnel correspond with the public, dispatch maintenance personnel, dispatch Motorist Assist (MA) operators, communicate with work zone management and coordinate and collaborate with other emergency response agencies. We monitor MoDOT s transportation system in the region, including the Lindbergh Tunnel, nine major interstate-to-interstate interchanges and seven major river crossings. The TMC has operated continuously for 11 years: 24 hours a day, seven days a week. Our mission for those 11 years has always been to keep Missourians moving by operating a safe and efficient transportation system. Our MA personnel play a pivotal role in supporting our mission. The MA program also operates 24/seven keeping the St. Louis traveling public moving. Celebrating the team s 20 th year of operation, MA operators, along with TMC personnel, reached another milestone in September by reducing the lane clearance time from a previous average of 30 minutes to a new monthly low of 21 minutes and 10 seconds. This milestone is a great testament to the painstaking efforts of the MA program to quickly clear roadway incidents, built on a foundation of 20 years of outstanding customer service. The year of 2013 was a big year for our TMC and MA program. Our team stands ready to build on our accomplishments and tackle new challenges in Through a continued focus on improving communication, enhancing training, supporting our employees and emphasizing teamwork, we will continue to provide a world-class transportation experience that delights our customers and promotes a prosperous Missouri. Sincerely, Jeanne M. Olubogun, P.E. District Traffic Engineer St. Louis Metro District Greg Owens, P.E. Traffic Operations Engineer St. Louis Metro District Brian Umfleet, P.E. Traffic Operations Engineer St. Louis Metro District Teresa Krenning, P.E. Traffic Operations Engineer St. Louis Metro District

4 Provide a world-class transportation experience that delights our customers and promotes a prosperous Missouri MoDOT Mission Statement

5 HOW MODOT S GATEWAY GUIDE PRODUCES TANGIBLE RESULTS Keep Customers and Ourselves Safe Did you know that secondary crashes are the most dangerous due to the speed differential between freeway speeds and stopped traffic? Did you know that secondary crashes typically occur within the first 30 minutes of an original incident? The Gateway Guide Incident Management team works together to reduce incident clearance times and decrease the risk of secondary crashes. The team has experienced a reduction of incident clearance times by nearly 10 minutes, which in turn reduces the chance for secondary incidents and removes emergency personnel from the dangerous roadside scene more quickly. Keep Roads and Bridges in Good Condition Roads and bridges experience preventive and as-needed maintenance to ensure that the Missouri Department of Transportation (MoDOT) s infrastructure remains safe and efficient for the traveling public. Along with maintenance activities often times come lane reductions or traffic shifts. The Gateway Guide team supports roadway maintenance by actively monitoring work zones and major detour routes throughout the region. In 2013, one of the major construction projects that was monitored by the St. Louis Gateway Guide Transportation Management Center (TMC) was the rehabilitation of the I-70 Blanchette Bridge over the Missouri River. By monitoring traffic flow and incidents, the Gateway Guide team was able to station Motorist Assist (MA) personnel in the most strategic locations to facilitate closure of two lanes in each direction to allow rehabilitation of the WB I- 70 span. Provide Outstanding Customer Service As part of the Gateway Guide team, MoDOT and URS personnel answer customer phone calls and inquiries on a daily basis to ensure customer concerns are addressed or to provide travel or project information. The TMC also monitors recurring congestion and construction project impacts. The TMC actively shares real-time mobility information through various outlets, allowing customers access to reliable, accurate roadway information in realtime. Deliver Transportation Services of Great Value The Gateway Guide team works together to increase mobility throughout the region which in turn provides great value to the customer. Monitoring work zones and effectively managing traffic during major construction projects can reduce the length of the project and ultimately reduce the overall construction costs. Similarly, monitoring roadway incidents and providing quick clearance times reduces roadway congestion, thereby reducing user costs to the motoring public. Use Resources Wisely The Gateway Guide team not only uses the Intelligent Transportation System (ITS) field devices in its day-to-day activities for monitoring and managing traffic, but historical data collected from such devices is stored and used for analysis and comparison by many departments. Data is collected as often as every 30 seconds, analyzed and routinely shared with transportation planners and drives the creation of our mobility report to determine the best investment decisions for future projects. Advance Economic Development With four major interstates converging in St. Louis and freight movement throughout the region, state and nation relying heavily on these freeways, it is critical to maintain mobility in the greater St. Louis area. The Gateway Guide team manages traffic and responds to incidents along freeways 24 hours a day, seven days a week. As a result, congestion is reduced and incidents are cleared more quickly which directly reduces trucking and commuter costs while driving economic growth.

6 EXECUTIVE Summary The Gateway Guide Transportation Management Center (TMC) is organized by TMC Control Room, Traffic Engineering and Permits, the Gateway Guide Technical Dynamic Message Signs District 126 Statewide 60 Closed-Circuit Television Cameras District 379 Statewide 40 Freeway Detection Sensors Sensors 500 Arterial Detection Routes with Detection MO 21, MO 30, MO 100, MO 366, Rte. D, MO 340, MO 180, MO115, Rte. K, MO 231, MO 94, MO 141, US 61/67 Miles of Coverage Team and the MA and Incident Management program. Teamwork is key to our successful operation. TMC technicians have access to various Intelligent Transportation Systems (ITS) devices in the field, as listed in the table to the left. With tools such as these, extensive training course requirements and close coordination between traffic engineers, TMC technicians, MA operators and incident management personnel, our team is able to develop and adjust diversion routes, mitigate high-impact traffic incidents and document the impact on the motoring public. Information documented is used for regional mobility reports and to share lessons learned to improve incident response, lane clearance times and guide future decisions for operations, planning and roadway design. The TMC works around the clock to achieve the mission set forth by MoDOT: Provide a world-class transportation experience that delights our customers and promotes a prosperous Missouri MONITOR AGGRESSIVELY Manage Proactively The control room logged 40,997 7,300 40,997 events and managed 7,300 incidents that were blocking lanes in The TMC provides 24/ 7 operations. The gatewayguide.com website shared traveler information with 88,343 individuals in EXECUTIVE Summary

7 WHAT IS Gateway Guide? The TMC focuses on five major functions to successfully achieve the tangible results set forth by the Missouri Department of Transportation (MoDOT). The major functions are discussed below. INCIDENT Management From incident detection, monitoring and coordination with responders, the TMC is involved with incident management every step of the way. Motorist Assist (MA) operators are dispatched from the TMC to facilitate more timely incident responses and clearances in an effort to increase mobility. TRAVELER Information TMC technicians collect and disseminate traveler information from and to a plethora of field devices and other sources made available to the motoring public. The gatewayguide.com website is a great resource for travel information in the greater St. Louis area. REGIONAL Mobility The TMC is constantly working to achieve high mobility throughout the region. Each month, the Gateway Guide team publishes a Mobility Report for the St. Louis district which shares valuable regional mobility information with a diverse group enabling them to make better decisions regarding the region s transportation deficiencies. WORK ZONE Management Work zones throughout the St. Louis District are regularly monitored from the TMC. TMC technicians look for unexpected delays or areas of concern and can share this information with engineering staff to potentially m i t i g a t e u n s a f e r o a d w a y conditions. CUSTOMER Service TMC technicians are trained customer service representatives who readily answer questions from the public about travel conditions, roadway construction and maintenance issues. After normal business hours, the TMC becomes the primary point of contact for roadway emergencies throughout the state. Motorist Assist 4,128 Coordinated 4,128 work zones and managed 3,067 work zones 3,067 from the TMC throughout EXECUTIVE Summary TMC technicians handled 98,402 calls and over 4,000 4,000 s to and from operators completed 39,498 assists in customers in 2013.

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9 2013 ST. LOUIS GATEWAY GUIDE TRANSPORTATION MANAGEMENT CENTER ANNUAL REPORT Table of Contents INCIDENT Management Keep Customers and Ourselves Safe WORK ZONE Management Keep Roads and Bridges in Good Condition TRAVELER Information Deliver Transportation Services of Great Value CUSTOMER Service Provide Outstanding Customer Service REGIONAL Mobility Use Resources Wisely & Advance Economic Development TEAM Training & Mobility Invest in Our Team

10 INCIDENT Management A critical component of the Gateway Guide team s success is the commitment and responsibilities of the St. Louis Gateway Guide Transportation Management Center (TMC) technicians. TMC technicians work 24 hours a day, 365 days a year using many state-of-the -art devices that, when combined, serve as a powerful tool for relieving traffic congestion and improving safety. This ultimately helps the Missouri Department of Transportation (MoDOT) manage the region s transportation system more effectively. The program utilizes real-time traffic information to help reduce traffic delays caused by incidents, work zones and the rising number of vehicles on the highways. It provides this information in several formats to drivers: primarily by web, telephone or dynamic message signs (DMS). The information and camera images are also shared with the media to use during traffic reports. TMC technicians serve as radio dispatch for the Motorist Assist (MA) program and work to minimize the effect of incidents on area roadways. The TMC monitored and/or recorded more than 40,000 events; including road work, incidents (which are those that block at least one travel lane), MA activities, among others; in TMC technicians work and train with MA operators for traffic incident management. Such training prepares our incident response team to manage an average of 600 incidents a month of varying types and duration blocking travel lanes in At the end of 2013, the Gateway Guide TMC control room staff consisted of 23 TMC technicians, four shift supervisors and one on-site manager. All staff members are trained and certified as TMC technicians. IN 2013, THE GATEWAY GUIDE TMC MANAGED 7,300 incidents BLOCKING LANES ALONG FREEWAYS IN THE GREATER ST. LOUIS AREA. While monitoring the freeway cameras, TMC technician, Tawanda Bryant, detects abnormal congestion along I-44. She quickly pans the camera downstream where the congestion begins and identifies an incident blocking the right lane, while Tamara Carey notifies MO Highway Patrol and dispatches MA to the scene. 1 INCIDENT Management

11 Midnight 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 Number of Incidents Debris in Roadway Stalled Vehicle Minor Crash Crash Multi-vehicle Crash Incident Vehicle on Fire Grass Fire Weather Heavy Congestion Other Number of Incidents Average Clearance Time (HH:MM:SS) 2,500 2,000 1,500 1,000 INCIDENTS LOGGED BY TYPE ,198 1,709 1, Keep Customers and Ourselves Safe :26:24 1:12:00 0:57:36 0:43:12 0:28:48 0:14:24 0:00:00 Did you know? According to the Federal Highway Administration (FHWA): Number of Incidents TMC technicians logged 7,300 incidents blocking lanes during As can be seen in the graph, debris in roadway is experienced the most frequently and cleared the most quickly. Average Time to Clear Lanes INCIDENTS BY DETECTION SOURCE Approximately 60 percent of congestion is caused by incidents. During peak traffic periods, one minute of lane blockage can cause approximately four minutes of congestion. TMC technicians detected the 7,300 incidents blocking lanes through a variety of resources, as shown in the chart, with the main source of incident detection being Motorist Assist field personnel. Within the TMC, technicians use tools such as cameras, radios and detector sensors to detect incidents. TMC Technicians; 1,572 ; 22% Motorist Assist; 3,699 ; 51% Customer Service; 761 ; 10% Police; 691 ; 9% MoDOT; 185 ; 3% MO Highway Patrol; 151 ; 2% Citizen; 92 ; 1% EMS/Fire/IDOT/ KDOT; 79 ; 1% Contractor (maintenance); 47 ; 1% Media; 17 ; 0% Other; 6 ; 0% According to MoDOT statistics: A vehicle on the shoulder reduces capacity of the closest lane by 20 percent. Motorist Assist operators reduced congestion, prevented secondary crashes and worked to safely clear the roadways by performing more than 39,000 assists in INCIDENT Management INCIDENTS LOGGED BY TIME OF DAY Average Saturday Average Sunday Monday-Friday Average Gateway Guide TMC technicians handle lane-blocking incidents, among other events throughout the entire day and night. Weekday morning peak periods keep technicians busy with nearly 450 incidents in 2013 while more than 500 incidents occurred in the 2 weekday afternoon peak period in Early morning incidents are more prevalent on Saturdays and Sundays when impaired driving and asleep at the wheel incidents occur.

12 I-170 NB I-170 SB I-255 EB I-255 WB I-270 EB I-270 NB I-270 SB I-270 WB I-44 EB I-44 WB I-55 NB I-55 SB I-64 EB I-64 WB I-70 EB I-70 WB Route 364 EB Route 364 WB Route 370 EB Route 370 WB Other Number of Incidents Clearance Time (HH:MM:SS) INCIDENT Management MoDOT s MA operators patrol 208 centerline miles of the St. Louis region s interstates, as shown on the map to the right, Monday through Friday between 5:00 am and 9:00 pm and on Saturdays and Sundays between 8:30 am and 6:00 pm, except major holidays. MA operators work hand-in-hand with local law enforcement, fire departments and private towing agencies to keep traffic moving. They are trained and able to change tires, provide fuel and perform other minor, short-term repairs. MA operators also function as emergency response crews by assisting fire department, police and emergency medical technician (EMT) crews during major crashes. They respond to emergency roadway cleanups, debris clearing, pothole patching and a multitude of other functions to improve the safety of the roadway during off hours. MA operators reduced congestion, prevented secondary crashes and worked to safely clear the roadways by performing 39,498 assists in Franklin County Motorist Assist Routes St. Charles County St. Louis Jefferson County St. Louis City THE ST. LOUIS DISTRICT MOTORIST ASSIST PROGRAM CELEBRATED ITS 20th anniversary ON AUGUST 29, MOTORIST ASSIST BY SERVICE S TYPE Abandoned Mechanical Tire Change Crash Fluids Debris Signs Lost Potholes CMS Animal Spill Other LANE BLOCKING INCIDENTS BY FREEWAY 1,200 0:40:00 1,000 0:35:00 0:30: :25: :20: :15:00 0:10: :05:00 0 0:00: ,000 1,500 2,000 2,500 Number of Assists January - March (Q1) July - September (Q3) Many times MA operators approach a stranded vehicle to find that it has been abandoned by its driver. MA is proactive about maintaining clear roadways by tagging such vehicles so that if they are not moved within a certain time period, tow agencies can be contacted. April - June (Q2) October - December (Q4) 3 Number of Incidents MA drivers patrol St. Louis area freeways and provide assistance throughout the district. In 2013, the most lane blocking incidents occurred along eastbound and westbound I-70 with a total of 1,897 incidents. Other includes incidents that occurred on roadways outside of those listed. Average Clearance Time INCIDENT Management

13 Keep Customers and Ourselves Safe I AM PROUD OF WHAT THESE MEN AND WOMEN OF MOTORIST ASSIST ARE ABLE TO ACCOMPLISH, PROVIDING THIS PUBLIC SERVICE UNDER DANGEROUS CONDITIONS ON OUR HIGHWAYS DAY IN AND DAY OUT, SAID TOM BLAIR, MODOT ASSISTANT DISTRICT ENGINEER FOR THE ST. LOUIS DISTRICT, ABOUT THE NEARLY 100 percent customer satisfaction rating FOR THE MOTORIST ASSIST PROGRAM. CRASH HOT SPOTS LEGEND (Number of Crashes) The crashes experienced throughout the St. Louis region are depicted on the map above. The varying shades of gray indicate the number of crashes that occurred at that location during Darker shades of gray, for example along I-70 near downtown St. Louis, indicate that the crash occurrence in this area is greater than along some of the more suburban segments of freeways in the outlying neighborhoods. Do you want to learn more? For more information about the Gateway Guide MA program, visit assist.html INCIDENT Management 4

14 Number of Crashes WORK ZONE Management The St. Louis District coordinated 4,128 work zones throughout the district. The TMC was able to manage 3,067 work zones, approximately 71 percent, of these on cameras. These work zones were observed to mitigate the impact on motorists by ensuring additional travel times caused by work zones were minimized. Impacts caused by work zones were categorized into major, moderate and minor impacts by the amount of additional travel time caused by the work zone. Major impact was defined as having an additional travel time of 15 minutes or greater, moderate impact was classified as experiencing an additional travel time of 10 to 14 minutes and minor impact was an additional travel time of nine minutes and below. In 2013, we observed 14 major impact work zones and 14 moderate impact work zones; less than 1 percent of our work zones resulted in considerable impact. The other 3,039 or 99 percent had only a minor level of impact on travel. Work zone crashes were also documented for a total of 118 crashes in The location within the work zone was noted to determine any possible adjustments to how the work zones were set up, signed and messaged. six major roadway The TMC managed traffic for six Each project required close projects in coordination between construction personnel, community relations, traffic engineers and the TMC technicians and supervisors. The TMC developed DMS messaging plans for each work zone designed to mitigate the impact to travelers. Many of these plans required the use of DMS boards throughout the region to divert traffic to other interstates to minimize the congestion in the work zone. Narrowed lanes and elimination of shoulders required additional coverage by MA operators to ensure quick clearance of incidents to minimize work zone congestion. IN 2013, less than 1 percent OF THE WORK ZONES ALONG ST. LOUIS FREEWAYS EXPERIENCED CONSIDERABLE TRAVEL TIME DELAY IMPACTS OF 10 MINUTES OR MORE WORK ZONE HISTORY Jan. Feb. March April May June July Aug. Sept. Oct. Nov. Dec. Work Zone Crashes Major Travel Impact Work Zones Moderate Travel Impact Work Zones 2013 WORK ZONE CRASH LOCATIONS RELATIVE TO WORK ZONE Jan. Feb. March April May June July Aug. Sept. Oct. Nov. Dec. Advanced Warning Area Activity area Transition Area Termination Area The TMC routinely monitored traffic flow through work zones and reviewed how work zone layouts impacted travel in terms of travel time delay. Only those work zones with major or moderate impact on travel time are shown in the graph. 5 Crashes that occur within work zones are likely to have a greater impact on mobility due to the already reduced roadway capacity. By tracking crash locations relative to where they occur within a work zone, the TMC was able to coordinate with construction engineers and maintenance personnel to identify any necessary mitigation measures for work zone layouts. WORK ZONE Management

15 Keep Roads and Bridges in Good Condition BLANCHETTE BRIDGE REPLACEMENT This was a $64 million project that reduced capacity along I-70 from five lanes to three lanes in either direction. The TMC installed a camera in the middle of the bridge span to monitor traffic and MA dedicated operators to respond to events on or near the bridge. Such efforts enhanced safety and mobility throughout the project. TOWER GROVE INTERCHANGE This stretch of I-64 was more than 70 years old and required improvements to meet current Federal interstate standards and increase interstate access. In 2013, I-64 experienced narrowed and shifted lanes in both directions. Four bridges in the area were also replaced. The TMC actively monitored the work zone for events that impeded the flow of traffic. This is an ongoing project. STAN MUSIAL VETERANS MEMORIAL BRIDGE This project included a new b r i d g e s t r u c t u r e a n d realignment and reconstruction of I-70 and numerous local roads on both sides of the state line. The TMC monitored the signed detour routes to ensure that the excess traffic from the closure was managed effectively. The new bridge is expected to improve travel times and enhance economic growth. MAJOR Construction PROJECTS MID RIVERS DIVERGING DIAMOND INTERCHANGE To relieve the congestion at the I-70 and Mid Rivers Mall interchange, MoDOT, the city of St. Peters and St. Charles County built a diverging diamond interchange and added a westbound I-70 lane between Mid Rivers Mall Drive and Route 79. The TMC monitored the work zone through the entire construction process. WORK ZONE Management I-64 DANIEL BOONE BRIDGE PROJECT This is a $125 million project to construct a new bridge over the Missouri River between St. Louis and St. Charles counties. In 2013, the TMC monitored daily lane closures to haul dirt to build the approach section of the new bridge and provided support and monitoring of several full closures to blast rock near the bridge. This is an ongoing project. 6 I-270 SOUTHBOUND LANE ADDITION PROJECT MoDOT added an additional lane on southbound I-270 between Dougherty Ferry and I-44. Work zone delays mitigated by the TMC included daily full closures for blasting of the rock ledges adjacent to the roadway to create the space needed to widen the roadway.

16 TRAVELER Information The MoDOT Gateway Guide TMC collects and disseminates roadway information from and to an assortment of devices in the field. Located throughout the St. Louis District (and beyond) are numerous ITS devices, including cameras, DMS and detectors, with which TMC technicians interact. The TMC also routinely posts traveler information to the gatewayguide.com website. The site provides streaming video from closed-circuit television cameras, current roadway speed information and road construction and incident information that may impact travel. Users can register to receive real-time traffic information alerts from the website sent via or text message. Similarly, information regarding work zones and incidents that impact travel is posted on the traveler information map and MoDOT s Gateway Guide maintains a Twitter account and regularly tweets real-time traffic information and updates to those who follow it. These resources allow travelers to access a wealth of quality data collected by and stored using Gateway Guide s ITS network. Commuters, travelers and freight haulers often use the information provided to plan alternate routes to avoid congestion. By enabling drivers to avoid congestion, these tools reduce congestion, decreases user delay costs in time, fuel and emissions and allow MoDOT to use its available transportation resources most effectively. RESULTS FROM A MODOT ANNUAL SURVEY INDICATED THAT 85 percent of customers RECEIVE TRAVEL INFORMATION FROM DMS. INTELLIGENT TRANSPORTATION TATION SYSTEM DEVICE COVERAGE MAP 7 TRAVELER Information

17 Midnight 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 Average Number of Website Users Deliver Transportation Services of Great Value 2013 AVERAGE WEBSITE USERS BY TIME OF DAY The gatewayguide.com website, which was completely overhauled in 2011 with additional improvements in 2012 and 2013, provided real-time traveler information to 88,343 individuals in Fifty percent of the visitors were commuters who routinely used the website, approximately nine or more times per quarter. The busiest time of day for website activity was prior to the afternoon rush period and the heaviest usage was typically experienced during inclement weather. For example, during the snow storm on February 21, 2013, 10,158 individuals accessed the site for information on travel conditions. The heavy usage on this day shattered the previous one-day record of 6,501 visitors, since the website rebuild. THE GATEWAYGUIDE.COM WEBSITE SET A RECORD FOR HIGHEST DAILY ACTIVITY LEVEL WITH 10,158 individuals ACCESSING THE SITE ON FEBRUARY 21, Do you want to learn more? Follow us on Twitter St. Louis Area St. Louis District Office Visit our Gateway Guide Page Visit the MoDOT Traveler Information Map TRAVELER Information 8

18 CUSTOMER Service The TMC plays an important role as the voice of MoDOT. Always available, TMC technicians answer phone calls from across the state 24 hours a day, 365 days a year. Motorists can take comfort knowing that the TMC is available to provide emergency assistance, share travel information or answer a question at any time. During normal business hours in 2013, MoDOT provided customer service in each district across the state. Each call was initially routed to the district where the call originated. If a customer service representative was not immediately available in that district, the call was forwarded to another district where a customer service representative was available. The Gateway Guide TMC typically answered 90 percent of the calls originating in the St. Louis District during business hours. addition, the Gateway Guide TMC handled more than 30 percent of the calls forwarded from other districts when a representative was not available. Furthermore, the Gateway Guide TMC handled all customer phone calls during nights and weekends across the state. In this role, the TMC became the MoDOT primary point of contact for emergencies during non-business hours. During nights and weekends, Gateway Guide TMC technicians identified the appropriate response for 33,384 miles of highways and 10,364 bridges in MoDOT s system. For emergency operations, the TMC provided support to local district Emergency Operations Centers (EOCs). The local EOCs assigned additional local customer service personnel and TMC technicians supported extra TMC technician, Paul Simmons, provided a caller with information regarding upcoming construction along I-55. He further instructed the caller that he can access such information on MoDOT s website. In call volumes when calls exceeded the local capacity. During flooding along the Gasconade River in August 2013, Gateway Guide TMC technicians answered 5,375 calls in one week (week 32). Many of these calls originated along the I-44 corridor outside of the St. Louis District. In the St. Louis District, the TMC operated as the district EOC during emergency situations. TMC technicians operating in both the incident management and customer service functions provided support to the emergency operations commander. TMC technicians communicated information from the public regarding closures, incidents and severity while EOC personnel shared information with the TMC technicians to keep the public informed regarding roadway closures. Colocation of personnel facilitated sharing of information. Activation of the district EOC during emergency situations gathered the right people in the right place to ensure MoDOT s response was timely and accurate. During 2013, the TMC provided emergency support for several major events, including: Multiple statewide snow storms. Tornado outbreaks. High wind advisories. Flooding along the Mississippi River. Record flooding along the Gasconade River resulting in full closures of Interstate 44. Several localized flooding events resulting from regionally heavy rainfall. During normal daily operations, TMC technicians provided travel conditions and work zone information and identified the appropriate response to customer concerns. TMC technicians identified the priority of the response, gathered details of the location and the issue from the caller and dispatched the appropriate maintenance response. For non-maintenance issues, information was relayed to the appropriate engineer within the district to best address the customer s concern. An intimate knowledge of the St. Louis District was required from each TMC technician to provide the best customer service possible. TMC technicians pride themselves on being a one stop shop with the knowledge and access to information to quickly answer a caller s question. 9 CUSTOMER Service

19 Customer Calls CUSTOMER SERVICE E CALLS A B C D Provide Outstanding Customer Service Week E St. Louis District Calls Out of District Calls Customer service call volumes throughout 2013 are depicted in the chart to the left. The spikes in volumes may be associated with the following events that took place during the indicated time period (from left to right). A: Feb (week 8): Statewide snow storm B: March (week 12): Statewide snow storm C: April 15 May 5 (weeks 16 18): Severe weather and major flooding D: May 27 June 2 (week 22): Tornado outbreak E: Aug (week 32): major flooding along I-44 F: Dec (weeks 49 51): Snow storms IN 2013, GATEWAY GUIDE TMC TECHNICIANS RESPONDED TO 98,402 phone calls AND MORE THAN 4,000 s FROM THE PUBLIC. Top 5 Frequently Asked Questions 1. WHAT ARE THE ROAD CONDITIONS? Statewide conditions can be found on traveler information map or at The map is fully searchable, allowing you to select the type of condition you are interested in and to zoom into a specific county, city or route. You can also select to view cameras, DMS messages and current weather radar. 2. WHAT CONSTRUCTION DELAYS WILL I EXPERIENCE TODAY, TOMORROW, THIS WEEK? Each District has information about its work zones on its individual web page. St. Louis District posts a weekly construction report every Thursday that lists all scheduled work zones for the upcoming week. Visit for up-to-date information. 3. IS THIS MOTORIST ASSIST? I NEED ASSISTANCE. Yes, this is the correct number for Motorist Assist. Can you provide me with your location and the type of assistance you need so I can dispatch a Motorist Assist operator? 4. I WANT TO REPORT A PROBLEM WITH A POTHOLE, MOWING, LITTER, SIGNAL, SIGNING, ROADWAY LIGHTING, ETC. Thank you for calling. Please provide me with the location and a description of the issue you ve encountered so I can coordinate maintenance efforts with the applicable personnel. 5. I NEED TO SPEAK WITH SOMEONE ABOUT THE PROJECT ON HIGHWAY XX. F The web page provides information on major projects. CUSTOMER Service 10

20 Jan. Feb. March April May June July Aug. Sept. Oct. Nov. Dec. Average Daily Volume (Thousands of Vehicles) REGIONAL Mobility The Regional Mobility Report is a valuable tool to guide a diverse group in making better decisions with effective solutions for our region s transportation problems. The TMC provided information regarding incident locations, work zone delays, travel times for daily commutes and details of event management with an openness that builds public trust. The report addressed economic issues, safety issues, operational issues, influenced future transportation investments and helped determine the direction for future growth. This resource has been instrumental in helping MoDOT meet their mission goals of providing a world-class transportation experience that delights customers and promotes a prosperous Missouri. The Mobility Report is unique in that it is the first report in the region that effectively uses many sources of data collection to measure the overall mobility of a metropolitan area, and compiles it into one comprehensive product. The report improves MoDOT s operations and data collection by providing realistic data of how and where transportation resources can be used to manage incidents, respond to customer needs and meet the ever-changing demands on today s transportation systems with limited funding. The Mobility Report was recognized as the Best New ITS Product at the 2013 ITS Heartland Conference. THE MOBILITY REPORT WAS RECOGNIZED AS THE BEST New ITS Product AT THE 2013 ITS HEARTLAND CONFERENCE. 630, , , , , , , , , , , , , INTERSTATE VOLUME TRENDS 11 The values shown in the graph represent the sum of the average monthly 24-hour volumes for the interstate system in the St. Louis District. Values from all detectors on I-44, I- 55, I-270, I-255, I-70, I-64, and I-170 are included in the calculations. Regional mobility is affected by daily and seasonal trends. For example, volumes vary throughout the week and are generally most stable Tuesday to Thursday. During the Spring and Fall especially, the sun rising and setting affect rush hour in the morning and evening respectively. In general, the 24 hour volumes are highest when the weather is warmest. However, due to factors such as school not being in session, the traffic is more spread out through the whole day so mobility during rush hour is improved. For these reasons mobility is compared to the previous month as well as the previous year to accurately assess fluctuations. REGIONAL Mobility

21 Use Resources Wisely & Advance Economic Development St. Louis regional mobility is measured in terms of the speed index. The speed index is the average speed at a given location during a peak study period divided by the average free flow speed at the same location outside of the peak study period, thereby producing a ratio of peak speed to free flow speed. The regional mobility maps shown below highlight areas that experienced recurring congestion or bottlenecks throughout the year REGIONAL MOBILITY OVERVIEW AM PEAK (6:00 9:00 AM) The speed index was calculated for the AM peak period (6:00 9:00 am) throughout the entire year to develop an overview of regional mobility during the morning peak period, as shown in the map to the left. In the St. Louis region, the AM mobility is typically worse in the eastbound and northbound directions as commuters travel into the city and to the business centers in the surrounding counties. Slower travel may be attributed to the height and time of the sun rise, particularly during the Spring and Fall seasons. Similarly, incidents were more prevalent during the AM and PM peaks which can also lead to reduced speeds along the roadways REGIONAL MOBILITY OVERVIEW PM PEAK (3:00 7:00 PM) The regional mobility patterns for the PM peak period (3:00 7:00 pm) throughout the entire year are shown on the map to the right. Areas of low mobility (speed index <.80) are usually noticed in the southbound or westbound directions of travel during the PM peak period as commuters leave the city and business districts in the county and return to their homes. Slower travel may be attributed to the height and time that the sun sets, especially during the Spring and Fall seasons. Similarly, incidents were more prevalent during the AM and PM peaks which can also lead to reduced speeds along the roadways. REGIONAL Mobility 12

22 TEAM Training & Recognition Training for TMC technicians requires both technology and customer service skills. Software training included the Advanced Transportation Management Software (ATMS) which uses video control systems. This software allows technicians to update ATMS Map and DMS for entering and monitoring of traffic incidents, construction and special events, creating messages for on-camera monitoring of work zones (static and moving operations) and updating MoDOT s traveler information map to reflect the status of roadways. TMC technicians were trained to dispatch maintenance and MA operators, coordinate with signal and lighting personnel on signal malfunctions, proper maintenance and incident management responses. They learned to perform all customer service functions including answering phones, s and creating, monitoring and closing of customer call reports. They also trained to locate utilities using the National Ticket Management System. Further training included monitoring of the Lindbergh Tunnel using the Supervisory Control and Data Acquisition (SCADA) software. TMC TECHNICIAN TRAINING ING Hours of Employees Training Trained Total Hours Initial Training Program ,520 Team Meeting Training (miscellaneous topics) Customer Service Training Incident Management Training Throughout 2013, TMC technicians received a cumulative total of 3,958 hours of training on various topics across all positions. Eleven new TMC technicians completed the initial training program and all staff participated in recurrent training activities. Team Recognition The Gateway Guide TMC takes pride in recognizing its invaluable staff members for their commitment to and exceptional efforts associated with the overall success of the TMC. Throughout 2013, the following team members were recognized for outstanding performance. RECOGNIZED FOR EFFORTS IN PROVIDING OUTSTANDING TRAINING TO NEWLY ASSIGNED TMC PERSONNEL Jim Alter Tawanda Bryant Tamara Carey Dennis O Laughlin Bo Sanders Paul Simmons Joe Sonderman Stephanie Thomas Pam Waris Tina White Jessica Wilson RECOGNIZED AS INNOVATION SHOWCASE AWARD NOMINEES FOR THE CUSTOMER SERVICE CENTER Jim Alter Tina White RECEIVED SPECIAL RECOGNITION FOR PROVIDING OUTSTANDING CUSTOMER SERVICE Tamara Carey RECEIVED SPECIAL RECOGNITION FOR FIXING A PROBLEM WITH THE DMS SCHEDULER Joe Sonderman URS GREAT PLACE TO WORK AWARD NOMINEES A.J. Sandbothe (Outstanding Field Services Award) Drew Belmar (Outstanding Newcomer Award) 13 TEAM Training & Recognition

23 HAZARDOUS SPILL TRAINING COURSE Invest in Our Team MoDOT and the Department of Natural Resources personnel conducted hazardous spill training for MA operators and supervisors, TMC supervisors and emergency response agencies. Hands-on and classroom demonstration topics included: Identifying and handling spills, proper spill containment, cleanup and safe removal of hazardous materials from the roadway and reporting procedures for reportable spills. Using the latest cleanup equipment and techniques and proper use and wear of personal protective equipment. Minimizing the impact of hazardous spills on the motoring public and our environment. SHRP II TRAFFIC INCIDENT MANAGEMENT COURSE The Traffic Incident Management (TIM) course provided training on safe quick clearance of traffic incidents, interoperable communications and responder safety. Training included four hours of classroom study with hands-on table top exercises on use of proper incident management, traffic control and scene set up techniques. The TIM training course was provided for MA operators as well as TMC technicians. Both positions play critical roles in the management of incidents along MoDOT roadways and, therefore, are better able to provide seamless responses when trained with the same material. EMERGENCY VEHICLE OPERATIONS COURSE Emergency Vehicle Operations Course was a two-day training event that combined classroom instruction, emergency vehicle simulator training and operating emergency vehicles through a closed competency course. The class was taught by St. Louis County Police Academy instructors and is the same course provided to new police recruits. Topics covered include legal aspects of emergency vehicle operations, navigation and route mapping, driver roles and responsibilities, basic driving skills and proper driving procedures. This two-day training course provided MA vehicle operators with the knowledge and skills necessary to safely operate an emergency vehicle in emergency and non-emergency mode. SHRP II TIM RESPONDER R TRAIN-THE THE-TRAINER TRAINER COURSE Two days of training included: A unified, multidisciplinary approach to breakdown communication barriers and encourage responders to work together which ultimately promotes a more effective incident response. Lessons in new multi-agency standards and best practices. Curricula based on 100 core competencies from nine disciplines that support the TIM National Unified Goal to improve on-scene responder and driver safety; support safe, quick clearance; and promote prompt, reliable, interoperable communications. Six TMC and MA personnel were trained as trainers. I JUST WANTED TO SAY A BIG Thank You! TO THE MAN WHO CHANGED MY FLAT TIRE ON THE (VERY NARROW) SIDE OF THE RAMP ONTO HANLEY ROAD FROM I-64 W ON NOVEMBER 7, YOUR CARE IS GREATLY appreciated! TEAM Training & Recognition 14

24 MISSOURI DEPARTMENT OF TRANSPORTATION GATEWAY GUIDE TRANSPORTATION MANAGEMENT CENTER South Outer Forty Road Town and Country, MO 63017