Date: July 1, 2021
Author(s): Alexandra Weber
Abstract
Washington State Ferries’ (WSF) 2018 Long-Range Plan outlines the agency’s priorities, including improving the passenger experience. The agency recognizes that one of the biggest areas for improvement lies in enhancing the waiting experience for passengers traveling with vehicles. WSF allows passengers to drive their vehicle onto the ferry and ride with it to their destination. While a great first/last-mile convenience to many, this means that long lines of vehicles queue when sailing demand is high. This study focuses on determining which terminals are most likely to experience poor wait time experiences, by measuring vehicle wait times and determining how to best disseminate wait time information to passengers in vehicles. Currently, vehicles enter the terminal holding area, pay their boarding fee, and wait in line for the next ferry to arrive. WSF can calculate the number of vehicles in the holding area based on ticket sales, but when vehicles queue outside the vehicle holding area, they cannot assess demand. Due to this unknown demand, WSF cannot calculate accurate wait times and efficiently convey them to passengers. The research is divided into two parts: 1. Determine which of the 20 WSF terminals are most likely to frequently experience unknown/excess demand.2. Find ways to measure excess demand and convey that information to passengers effectively and equitably.
Using Streetlight data, inductive loops and microwave sensors has shown great promise for measuring vehicle wait times for vehicle queuing issues with similar conditions to the WSF system. This wait time information can be accessed through mobile hotlines. However, interviews with terminal supervisors reveal the downsides of installing new physical signage along terminal queuing lanes, which local communities may view as unsightly.
About the Project
The Washington State Ferry System is responsible for carrying millions of passengers per year in the waterways around the Seattle area. In publishing a Long-Range Plan in 2019, the agency outlined key improvements to be made over the next 20 years. One of the tenets of the plan is improving customer experience by more accurately conveying real-time wait time reports to passengers to better inform trip planning decisions. This project aims to evaluate best practices for line management and wait time analysis, both within the field of public transportation as well as external sources and review domestic transit agencies’ best practices for conveying wait time information to passengers.