ATLANTA – Governor Sonny Perdue and the Georgia Department of Transportation today launched Georgia 511, a new statewide phone service providing free traffic and travel information to commuters and travelers.

“We continue to look for ways to make state government more accessible and customer friendly,” said Governor Perdue, who officially declared Georgia 511 open for business. “The new Georgia 511 service will connect motorists to information needed to avoid a construction zone, find a destination or discover a way around a traffic jam.”

Georgia 511 provides an extensive menu of options available 24 hours a day, seven days a week. Callers connect to the system by simply dialing 5-1-1 from any landline or mobile phone. The service provides statewide traffic conditions, route-specific information and details on road or lane closures due to construction, incidents or weather. Estimated travel times are available for major roads within the metro-Atlanta area. Additionally, connections are available to transit providers, major airports, rideshare organizations, tourism information and 511 systems in neighboring states.

An automated voice recognition system guides callers through the service. Callers can also access live operators at the Transportation Management Center to report accidents, request HERO assistance or obtain additional information.

“This state-of-the-art system will benefit travelers from across the state as well as those traveling to our state,” said Georgia DOT Commission Harold Linnenkohl, who hosted today’s launch event with Governor Perdue at GDOT’s Transportation Management Center in Southeast Atlanta . “While the technology behind the system is highly advanced, callers will experience a simple, user-friendly service that will be a model to the rest of the nation.”

Georgia 511 has launched a companion website at www.511ga.org and a toll-free number for callers from outside the state, 1-877-MYGA511.

A National Initiative

In 1999 the U.S. Department of Transportation petitioned the Federal Communication Commission for a three-digit dialing code to make it easier for those traveling across states to access travel information.  The FCC assigned "511" to the transportation community in 2000, designating this dialing code as the single nationwide travel information telephone number.

Prior to the establishment of 511, more than 300 travel-related telephone numbers across the country had been created to deliver travel information to motorists.

The FCC left nearly all responsibility for launching services to state and local agencies.  Recognizing the need for some national level oversight, the 511 Deployment Coalition was established.  The organization is operated jointly by The American Association of State Highway and Transportation Officials, the American Public Transportation Association and the Intelligent Transportation Society of America along with support from the U.S. Department of Transportation and other organizations.  The Coalition’s goal is "the timely establishment of a national 511 traveler information service that is sustainable and provides value to users."

The 511 Deployment Coalition has developed voluntary guidelines for state transportation agencies to follow when planning a 511 service, and has outlined its vision:

“511 will be a customer-driven, multi-modal travel information service, available across the United States, accessed via telephones and other personal communication devices, realized through locally deployed interoperable systems, enabling a safer, more reliable and efficient transportation system.”

In addition, the Coalition established a number of goals to be met by year 2010, including:
 Complete 511 system coverage throughout the entire United States
 Over 90 percent of the nation’s population aware of 511
 Complete customer satisfaction
 Over 40 million calls per year nationwide

To provide some examples of how established systems have been used:
 Almost 62 million calls nationwide have been placed to the 511 system since inception in 2001.
 The number of calls nationwide to 511 systems consistently exceeds more than 1 million each month.
 As of 4th quarter 2006, 511 is available to more than 100 million Americans or 35 percent of the entire U.S. population.
 State systems that were in operation for the 4th quarter of 2005 experienced a 21.3% increase in October 2006 call volumes over the prior year.

Bringing 511 to Georgia

The Georgia Department of Transportation launched 511 in 2007, but work began on the system in 2006.  The department had a solid foundation already established thanks to development of Georgia’s Intelligent Transportation System (ITS).  The system integrates technology, information processing and communication services to improve travel conditions, increase safety, save time for travelers and provide more efficient operations for Georgia DOT.

Atlanta's winning bid for the 1996 Olympics created the momentum for launching the ITS, and by January of that year the Transportation Management Center (TMC) was operational.  A model facility to states across the country, Georgia’s TMC serves as an information clearinghouse and technology hub, bringing together traffic data from across the state and housing a staff that operates 24 hours a day, 365 days a year.

The TMC has served as the home of Georgia NaviGAtor, the internet-based traffic information system for metro Atlanta, and *DOT, a statewide phone-based consumer travel information service.  While those technologies provided a starting point for Georgia’s 511 system, more technology was needed.

A state-of-the-art phone system was developed.  The system offers a host of voice-activated travel information services and connectivity to various travel-related resources.  Beyond that, users of Georgia 511 can always access a live operator stationed at the TMC.  

Georgia’s use of live operators is a major differentiator over other states with similar systems, as is its statewide availability.  Other states, such as Florida, utilize multiple regional systems.  In terms of service offerings, Georgia also has the ability to offer estimated travel times.  At launch, that service is focused on the metro Atlanta area, but additional technologies will be implemented to extend similar services to other parts of the state.

Georgia 511 provides information on:

 Statewide travel conditions – Information is available on potential delays caused by road construction, inclement weather, traffic incidents or congestion.

 Estimated trip times – Within metro Atlanta, estimated point-to-point travel times are available on interstates.  Additional geographic areas will be added across the state as new technologies are incorporated into the system.

 Public safety – Any vital information on general safety will be provided such as detailed storm evacuation routes, issues with visibility due to wildfires, and details on AMBER alerts seeking public assistance for child abduction incidents.

Georgia 511 connects to:

 Notifications – Travelers can report impacts on traffic due to incidents.  Such information helps feed vital data into the 511 system.

 Assistance requests - HERO units can be dispatched to motorists in need of assistance (in metro Atlanta).

 Transit – Direct connection to MARTA, Greyhound, Amtrak and other transit services for details on fares, routes and timetables.  Information is also available on commute alternative programs such as carpool or vanpool.

 Airports – Direct connection to Atlanta Hartsfield-Jackson International and Savannah/Hilton Head International airports for details on security wait times, parking and ground transportation.

 Tourism information – Direct connection to the Georgia Department of Economic Development for information on sightseeing, recreational activities, entertainment, business development and state history.

 Other 511 systems – Direct connection to 511 systems operating in states that border Georgia.  Currently, Florida, North Carolina and Tennessee have systems in operation.

Navigating Georgia 511:

Press or say:
 1 - report accident or hazard statewide or request HERO assistance in metro Atlanta   
 2 - request up-to-date traffic information on a specific roadway
 3 - connect to transit services such as MARTA, rideshare, Amtrak or Greyhound  
 4 - connect to Atlanta or Savannah airports
 5 - connect to Georgia tourism information
 6 - transfer to 511 service in a neighboring state
 9 - speak with a live 511 operator
 # or say repeat - hear menu options again

Service Overview

What is Georgia 511?
511 is a real-time phone service that provides traffic and travel information, as well as 24-hour assistance request capabilities.  

What information is available?
Georgia 511 provides information on:
 Estimated trip times
 Statewide traffic conditions
 Route-specific information
 Current and planned road and lane closures
 Construction
 Critical incidents
 AMBER alerts

Additionally, connections are available for:
 Accident reporting
 HERO requests
 MARTA and Transit options
 Rideshare (Carpool or Vanpool)
 Atlanta Hartsfield-Jackson International and Savannah/Hilton Head International airports
 Tourism information
 Neighboring state 511 systems (Florida, North Carolina, Tennessee)

Where is Georgia 511 available?
Georgia 511 provides information on interstates and state roads across all of Georgia.  Information is also available on some secondary roads and surface streets within metro Atlanta.  

How is Georgia 511 accessed?
Georgia 511 is accessed through any telephone service, mobile or landline, by dialing 511.

What does it cost to use Georgia 511?
The service is free.  If calling from a mobile phone, normal airtime or roaming charges do apply.  

Are there limited hours of operation?
Georgia 511 is available 24-hours a day, seven days a week.

Is there a toll-free number available if I want to access Georgia 511 from outside the state?  
Yes, the number is 877-MYGA511.

Is there a website?
Yes, the address is www.511ga.org.

Is the system available in languages other than English?
Not at this time.

Usage Tips

Can callers bypass the prompts and speak directly to a live operator?
Yes, a live operator can be reached by selecting option one or option nine.

What if the system doesn’t recognize a road name or number when spoken?
The system will continue to update and improve upon voice recognition services.  If there is an issue with a specific route not being recognized by the system, callers are urged to use the full name of the road or interstate, rather than an abbreviation or nickname.  

Does the system provide directions or alternate routes?
If there is a major incident, such as a road closure or detour, alternate routes may be provided.  Otherwise, operators do not typically supply callers with directions or alternate routes.

Do motorists have the ability to report incidents?
Yes, Georgia DOT encourages motorists to update the system with relevant travel information. To do this, select the first menu option to speak with an operator.  

Technology

How does Georgia 511 gather travel information?
Georgia 511 is based on an Intelligent Transportation System, which integrates technology-based data sources, information processing and communication services.  

Statewide, Emergency 911 dispatch centers, Georgia State Patrol, HERO units and the general public contribute information on current road conditions. GDOT districts supply construction and road closure updates.  The National Weather Service provides details on major weather problems, such as hurricanes, snow and heavy rain.

For metro Atlanta, a host of traffic management tools gather additional details.  More than 350 closed-circuit cameras with 360-degree pan, tilt and zoom capabilities are spaced every mile.  Over 1,400 video detection system cameras are spaced every third of a mile.  These tools, beyond monitoring conditions, allow for calculation of volume and speed data, which is then made available through Georgia 511.  These systems are monitored 24 hours a day, seven days a week.

Is information on trip times available statewide?
At this time, trip time estimates are focused on the metro Atlanta area.  As new technologies are implemented, some of which are currently in development, trip times will become available in other parts of the state.  

How often is travel information updated on Georgia 511?
The service offers real-time travel information and is updated constantly as information becomes available, 24-hours a day.

How does Georgia 511 provide information from other transportation modes such as transit, rail and airports?
For this type of information, Georgia 511 serves as a portal that provides connections to call centers at the appropriate service, facility or agency.   

System Management

Who operates Georgia 511?
The Georgia Department of Transportation operates 511.  The system is part of a national initiative; however, each participating state’s Department of Transportation operates its own service.  

Where is the system based?
Georgia’s 511 system is managed from the state’s Transportation Management Center, an information clearinghouse and technology center that brings together data and serves as home to the system’s live operators.

How many operators work on the system?  
Staffing varies based on peak travel versus non-peak travel times.  At the time of launch, the service will typically be staffed by 15 live operators during peak travel times. Georgia DOT will expand or adjust staffing of the operations center as consumer demand requires.

How is 511 funded?
The system and operations center are federally funded, as is the Transportation Management Center.

National Perspective

Does Georgia 511 connect to systems in other states?
Georgia travelers have the ability to connect to systems in Tennessee, Florida and North Carolina.  These are the neighboring systems that are currently in operation.  As additional neighboring states come online, Georgia 511 will add connectivity.

How does the Georgia system compare with other states?
Other states do offer similar services; however, Georgia also offers estimated travel times and accessibility to live operators.  Additionally, Georgia 511 is a statewide system whereas other states, such as Florida, utilize multiple regional systems.

How many other states offer 511?
As of summer 2007, 29 states have operable 511 systems.

When will all states have a 511 program?
A 2010 target has been set for a full national program implementation.  That goal was set by The National 511 Deployment Coalition, a group consisting of the American Association of State Highway and Transportation Officials (AASHTO), the American Public Transportation Association (APTA) and the Intelligent Transportation Society of America along with support from the United States Department of Transportation.

What are the benefits of 511?
The National 511 Deployment Coalition reports that motorists in states operating 511 systems see reduced 911 calls, increased partnership opportunities and reduced traffic during peak times of congestion.  Motorists benefit from added convenience, time savings and peace of mind.  

Georgia 511 and NaviGAtor

Will Georgia 511 replace NaviGAtor?
No, 511 and NaviGAtor work together to supply travel information across multiple platforms.

What is the difference between 511 and NaviGAtor?
NaviGAtor is a computer network-based system focused on metro Atlanta roadways.  Georgia 511 incorporates and expands upon NaviGAtor’s technology to offer phone access for travel and transportation information across the entire state.  Additional services include the ability to speak to a live operator and connections to other transportation services such as airlines, bus and rail information.

Will the Georgia 511 website and the NaviGAtor website merge together?
As Georgia 511 launches, the two sites will be interconnected, but will remain separate.  Based on user demand and advances in the technologies, GDOT may merge the two services.

Georgia 511 and *DOT

What about the existing *DOT service?  
Georgia 511 will replace *DOT, but both services will operate simultaneously to ensure that *DOT callers are informed of the new service.  A cutoff date for *DOT has not yet been determined.  

Issues

What is the Georgia Department of Transportation’s position on using a cell phone to call 511 while driving?
GDOT recommends putting safety first by calling 511 before motorists start their trip or while their vehicle is stopped.

Can callers use 511 to make emergency calls?
In the case of an emergency, callers are urged to call 911.

How does the system operate near state borders that have similar systems?
Travelers may experience some crossover between state systems near borders if calling from mobile phones.  Which service is accessed is dependent upon the cell tower location through which the mobile phone connects.