ARTIMIS Telephone Travel Information Service: Current Use Patterns and User Satisfaction: Evaluation of ARTIMIS Telephone Information System

Clemons, Jill; Aultman-Hall, Lisa, 1968-; Bowling, Sarah T. · 1999 · ROSA P / University of Kentucky

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Summary

This report evaluates the ARTIMIS Traveler Advisory Telephone Service (TATS), an Advanced Traveler Information System serving the Cincinnati/Northern Kentucky region. The study was motivated by federal interest in establishing a nationwide N11 dialing code for traffic information and a need to assess the service’s effectiveness, user satisfaction, and influence on travel behavior. The research aimed to determine if the benefits of the service, particularly the use of the 211 access number, justified its operational costs and to gauge public preference for three-digit versus seven-digit access codes. The methodology involved an intercept survey conducted in February and March 1999 by the University of Kentucky Survey Research Center. Researchers intercepted 1,110 calls to the ARTIMIS system, asking callers to participate in a follow-up satisfaction survey. Of those, 579 respondents completed the telephone questionnaire within two to three weeks. The survey collected data on demographics, usage patterns, perceived accuracy, willingness to pay, and changes in travel behavior resulting from the information received. The findings indicate high user satisfaction, with respondents rating the service an average of 8 out of 10. Users reported that the service helped them avoid traffic problems, save time, and reduce frustration. Approximately 65% of users expressed willingness to pay for the service, with an average maximum payment of $0.25. The 211 number was the most recognized and used access code, accounting for nearly 74% of intercepted calls. Cellular phones were used for 64% of calls, largely because many providers waived airtime charges for 211 access. Users called an average of 4.3 times per week, primarily during peak hours and for work-related trips. Crucially, the information influenced travel behavior significantly: users changed their route 71% of the time, departure time 34% of the time, and destination 25% of the time. Landline callers using 211, though less frequent, were more likely to alter their travel plans, suggesting a greater systemic benefit despite the higher cost to the operator. The study concludes that ARTIMIS TATS provides substantial value to travelers and improves overall transportation system performance by encouraging route and time shifts. The high satisfaction levels, strong preference for the 211 number, and significant behavioral changes support the implementation of a nationwide N11 dialing code for traveler information. The authors argue that a universal access number would benefit travelers who move between regions and enhance the efficiency of Intelligent Transportation Systems across the United States.

Key finding

Users rated the ARTIMIS service an average of 8 out of 10 for satisfaction, with 99 percent reporting benefits such as avoiding traffic problems and saving time, while 65 percent expressed willingness to pay for the service.

Methodology

survey

Sample size: 579

Provenance

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Summary generated by qwen3.6-27b-prismaquant on 2026-06-10; verification: verified.

Topics

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• mobile phones

Information type

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• Empirical Findings: observational prevalence