Annual Rail Consumer Report April 2021 to March 2022 07 July 2022 Office of Rail and Road|Annual Rail Consumer Report 2 Contents Executive summary 3 1.Introduction 6 2.Our passenger-facing work 9 2.1 Ticket retailing and passenger rights 9 2.2 Passenger information 11 2.3 Accessible travel 16 2.4 Complaints and redress 24 2.5 COVID-19 travel rules 28 Annex A:Forward work programme April 2022 to March 2023 29 Annex B:Summary of sources of evidence on operator performance 31 Glossary of terms 33 Office of Rail and Road|Annual Rail Consumer Report 3 Executive summary Over the past year,both rail passengers and train and station operators have continued to feel the impact of the Coronavirus(COVID-19)pandemic.Nevertheless,passenger numbers were more than double the previous year and we have worked hard to ensure that passengers can feel confident about the experience they can expect when travelling by rail.We have made good progress in reviewing our expectations on operators,implementing changes that will reduce barriers to travel for disabled people,improve access to Delay Repay compensation,and enable passengers to plan their journeys with more confidence.Further change is underway for early 2023,driving improvements in operators complaints handling processes and bringing sponsorship of the Rail Ombudsman into the Office Rail and Road(ORR).The pandemic has had some ongoing impacts on industry performance.However,we have maintained our expectations and held operators to account for fair and transparent interactions with passengers,the quality of their passenger information and services for disabled passengers,and the management of complaints and Delay Repay claims.As passenger numbers continue to recover,and as the Government progresses its rail reform agenda,securing improvements in the services that train and station operators offer their customers will continue to be a central part of our role as an independent regulator.Key interventions to protect passengers Ticket retailing and passenger rights We expect train and station operators,and third-party ticket retailers,to be fair and transparent in their interactions with passengers,enabling them to make well-informed decisions and be protected by their statutory rights as customers.Our focus this year has been on monitoring the information provided by train operators and ticket retailers about entitlements to,and processes for,ticket offers,ticket refunds,and Delay Repay and we engaged with operators where we identified issues.We reviewed the administration fees for ticket refunds,which should be cost reflective,and encouraged the Department for Transport(DfT)and the Rail Delivery Group to consider whether the 10 cap should be lowered.Office of Rail and Road|Annual Rail Consumer Report 4 Passenger information Passengers need accurate and timely information about their travel options,so that they can plan and make journeys with confidence,including during disruption.In 2019 we challenged the industry to deliver improvements to their provision of passenger information.In response,the industry established the Smarter Information,Smarter Journeys programme and we have continued to engage closely.A key output this year were new customer information pledges,and we supported operators in adopting these pledges as regulatory commitments.We will now hold operators to account for delivery,building on our ongoing monitoring of information provided ahead of timetable changes and engineering works.As the year progressed,operators worked increasingly collaboratively to identify and apply lessons learned from unplanned disruption events,which we welcome.Accessible travel We want to empower confident use of the railway by all,and we hold operators to account against their Accessible Travel Policies(ATP).All mainline operators now have up-to-date ATPs in place.Those policies should drive progressive improvements in the experiences of disabled passengers.We monitored operators preparations for implementation of the requirement that passengers must be able to book assistance at two-hours notice.This is the final part of a package of reforms that we introduced in 2019 and should reduce barriers to travel for disabled people.All operators were able to take bookings from April 2022,when the requirement came into effect,and this now becomes our new baseline for monitoring.We conducted deep dives into information provision,looking at both website accessibility and content.There have been some welcome improvements in website accessibility since our last review in 2020,and operators have started to take action where we identified gaps in information about station accessibility.All operators have now delivered disability awareness and equality training to passenger-facing staff and are starting to plan refresher training with one exception where we are stepping up our engagement.We have continued to engage with operators and Network Rail on rolling stock and station infrastructure accessibility where specific issues have arisen.Our ongoing survey of passenger experiences of assistance showed an overall relatively stable picture on the reliability of assistance and passenger satisfaction and identified some lower performing operators who we will now target for enhanced engagement.Office of Rail and Road|Annual Rail Consumer Report 5 Complaints and redress Where things go wrong,we want passengers to feel confident that their complaints will be addressed and that they will be compensated where their journeys are delayed.We want to see more passengers claiming the Delay Repay compensation to which they are entitled.We completed implementation of a new Code of Practice during the year,designed to see operators increase awareness of delay compensation rights,make the process of claiming easier,and make ongoing continuous improvements.The new Code came into effect in April 2022.We want to drive improvements in passenger satisfaction with complaints handling and insights from complaints used to inform continuous improvement in the passenger experience.We are planning to introduce a new Code of Practice on complaints handling for operators from April 2023 and in June published a second draft for consultation.In parallel,and consistent with the commitments in the Williams-Shapps Plan for Rail,we plan to take over sponsorship of the Rail Ombudsman in early 2023 and,also in June,published a proposed operating model for consultation.Notwithstanding challenges raised by the pandemic,most operators were able to provide timely responses to complaints and Delay Repay claims throughout the year.There were exceptions,where we worked with individual operators to bring them back into compliance.Forward work programme for 2022 to 2023 In the coming year we will maintain our focus on monitoring industry performance and engaging with operators to secure a better experience for rail passengers.Alongside this,we plan to implement the new Complaints Code of Practice and bring the Rail Ombudsman under ORR sponsorship.This is a period of change for the rail industry.In June 2022,the Government published a consultation on changes to primary legislation required to bring about rail reform,building on the William-Shapps Plan for Rail.Strong independent regulation sits at the heart of the Governments proposals,with ORR taking an integrated view across track and train and continuing to protect the interests of both users and taxpayers.We will continue to enforce consumer law and passenger-facing obligations in licences.We expect operators to continue to meet their obligations throughout the transition period,and we will work with them to ensure expectations are clear.We look forward to working with DfT,the Great British Railways Transition Team(GBRTT)and Transport Focus to inform the evolution of the consumer landscape.Office of Rail and Road|Annual Rail Consumer Report 6 1.Introduction 1.The Office of Rail and Road(ORR)exists to protect the interests of rail and road users,improving the safety,value and performance of railways and roads,today and in the future.2.In our passenger-facing work,we want to ensure passengers feel confident about the experience they can expect when travelling by rail.We do that by:protecting the interests of passengers as the customers of train and station operators;defining minimum standards for the passenger experience at key stages of their journey from planning a journey and booking a ticket,through to travelling(including where there is disruption)and redress where things go wrong;and holding train and station operators to account against those standards.3.Our work is focussed on four areas,and is underpinned by requirements set out in consumer law and conditions in the licences that we issue to passenger train and station operators.Ticket retailing and passenger rights:we want train and station operators to be fair and transparent in their interactions with passengers,enabling passengers to make well-informed decisions and access their statutory rights as customers(see section 2.1);Passenger information:we want passengers to have accurate and timely information about their travel options,so that they can plan and make journeys with confidence,including during disruption(see section 2.2);Accessible travel:we want to empower confident travel by all,including disabled passengers,whether their journeys are made independently or with assistance(see section 2.3);and Complaints and redress:we want passengers to receive appropriate redress where things go wrong,and for operators to learn from those experiences to drive continuous improvement in the passenger experience(see section 2.4).4.In addition,between 2020 and 2022 we ensured that cross-border train operators complied with the Governments COVID-19 travel regulations(see section 2.5).5.In this report,we highlight how we are driving improvements in the passenger experience for each area through:our policy work,where we review the regulatory Office of Rail and Road|Annual Rail Consumer Report 7 expectations on operators and look for opportunities to drive better outcomes for passengers;and our compliance work,which holds industry to account for their performance against the regulatory framework.We also highlight our priorities over the coming year.6.We work closely with the Department for Transport(DfT),Transport Scotland and the Welsh Government,as well as passenger and consumer bodies,such as Transport Focus and London TravelWatch,and draw on the advice of our independent Consumer Expert Panel.Role and work of ORRs Consumer Expert Panel Our Consumer Expert Panel provides independent advice and challenge,and plays a key role in bringing a consumer perspective to our policy and regulatory decisions.This year,the Panel has advised on our work in a wide variety of areas including:our duties in relation to sustainability and the environment;our signalling market study;monitoring of accessibility requirements;and consumer aspects of our oversight of Network Rail.7.We are not responsible for setting fares,awarding or monitoring management agreements with operators,or for setting the level of public subsidy in the railways these are the responsibility of DfT and Transport Scotland.Holding train and station operators to account 8.We protect the interests of rail users by ensuring train and station operators comply with their licences and with consumer law obligations.This results in higher standards of service to passengers which in turn fosters confidence in rail travel.9.Our compliance activities fall into three broad areas:promoting,monitoring,and securing compliance where issues arise.We strongly encourage transparency and self-reporting of issues by operators,which we facilitate by being open and available to discuss potential or early-stage issues with a view to minimising negative impacts on passengers.10.Promoting compliance:we raise awareness and understanding of expectations through publishing guidance,codes of practice and other documents such as this annual report;we recognise good behaviours and outcomes in our engagements with operators;and we aim to share good practice and recognise success more widely,including by requiring operators to publish information on their own performance.Office of Rail and Road|Annual Rail Consumer Report 8 11.Monitoring compliance:we use a wide range of data and information sources to help us understand both whether operators are behaving as intended and whether they are delivering on outcomes expected by passengers.These include:We collect a core set of quantitative data from operators monthly on areas including delay compensation claims,complaints,and assistance,which is analysed for trends over time.This data forms the basis of our passenger experience official statistics,which are published quarterly to provide transparency;We commission ongoing research exploring the passenger perspective of assistance and of complaints handling,which helps us understand whether industry processes and behaviours are delivering the desired outcomes for passengers;We commission ad hoc audits and research to explore specific areas of compliance and passenger experience;and We monitor operator websites,social media and complaints and correspondence we receive to help us spot emerging issues.12.Securing compliance:our core expectation is that if something has gone wrong and caused detriment to passengers,it is fixed quickly by the operator,any on-going or future harm is mitigated,and any impacted customers are suitably redressed.To help secure this outcome,we have a range of tools available.For example,we may:monitor the operator more closely and require more frequent reporting;request the development of improvement plans;or escalate issues in line with our economic enforcement policy.Office of Rail and Road|Annual Rail Consumer Report 9 2.Our passenger-facing work 2.1 Ticket retailing and passenger rights Introduction 13.We expect train and station operators,and third-party ticket retailers,to be fair and transparent in their interactions with passengers,enabling them to make well-informed decisions and be protected by their statutory rights as customers.Our work is underpinned by our consumer law investigation and enforcement powers,which we hold concurrently with the Competition and Markets Authority,and by obligations set out in train and station operating licences.14.As set out in last years report,our policy priorities this year included a review of the administration fees for ticket refunds and new arrangements for publication of an annual Service Quality Report by operators.With regards to monitoring operator performance,we had a particular focus on refund processes and the introduction of the new flexible season tickets.Policy development Review of the administration fees for ticket refunds 15.The administration fees for ticket refunds should be cost reflective.DfT asked us to carry out a review of these fees following the significant increase in refund applications during 2020 as a result of the pandemic.We published our report in February 2022.We would like to thank the train operators and third-party ticket retailers who engaged constructively with this project.We concluded that,where a 10 fee is charged for a ticket refund,it appears not to be based on an assessment of costs.Actual costs are generally lower,and often less than 5 on average.We encouraged ticket retailers to assess whether their administration fees for ticket refunds are cost reflective;and DfT and the Rail Delivery Group(RDG)to consider whether the maximum caps for administration fees,particularly the 10 cap in respect of ticket refunds,should be lowered.Train and station operator performance Passenger rights 16.Throughout the year we monitored information provided by train operators and ticket retailers about entitlements to,and processes for,new ticket offers,ticket refunds and Delay Repay.As an illustration,we describe on the following page our Office of Rail and Road|Annual Rail Consumer Report 10 engagement with FirstGroup,who self-reported an issue with handling Delay Repay claims.FirstGroup issue with delay compensation claims In March 2022,FirstGroup(parent company to operators Avanti West Coast,Great Western Railway,Hull Trains,Lumo,South Western Railway and TransPennine Express)self-reported the findings of an internal audit,which found that FirstGroup operators had not been passing delay compensation claims to other train operators over a two-and-a-half-year period,despite telling customers those claims had been passed on.FirstGroup was transparent and forthcoming about the failing and engaged constructively with us so we could fully understand the scale of the issue and its impact.The underlying cause was the incomplete implementation of a new IT system in March 2019,exacerbated by a failure to spot the issue.This resulted in over 53,000 claims not being passed to the correct train operator for processing.These claims would have been payable by other train operators and FirstGroup did not make any financial gain from their error.We sought assurances that the issue was resolved and invited FirstGroup to propose a package of reparations designed to mitigate the financial detriment and inconvenience suffered by the affected passengers.FirstGroup proposed a robust and pragmatic reparations package that aimed to provide goodwill payments to all affected customers,which we accepted.The overall value of the package closely matches the financial detriment suffered by passengers.We will monitor implementation of the package,which is scheduled for completion in late summer 2022,to ensure all commitments made by FirstGroup are fulfilled.17.To provide transparency on their performance,under the Rail Passengers Rights and Obligations Regulations train operators are now required to publish an annual report describing their performance in key areas including passenger information,punctuality,complaints handling and passenger assistance.Operators were required to publish the first edition of these reports on their websites by 31 May 2021.We provided feedback to 29 operators on areas where their reports could be improved for future editions.Operators were required to publish their second annual reports by 31 May 2022.Main priorities for year April 2022 to March 2023 18.In the coming year,we will:Office of Rail and Road|Annual Rail Consumer Report 11 continue to monitor operators compliance with consumer law requirements,with a focus on ticket retailing and refunds;monitor the industrys follow-up work and implementation of any changes as result of our review of refund administration fees;and review operators annual service quality reports,to ensure these reflect the requirements in the Rail Passengers Rights and Obligations Regulations.Office of Rail and Road|Annual Rail Consumer Report 12 2.2 Passenger information Introduction 19.We expect train and station operators to ensure that passengers have accurate and timely information about their travel options,so that they can plan and make journeys with confidence,including during disruption.These expectations are formalised in a passenger information licence condition for train operators and a complementary licence condition for station operators(including Network Rail)and are more generally supported by wider consumer law requirements.20.As set out in last years report,our work this year focussed on active participation with the industrys Smarter Information Smarter Journeys programme(SISJ);monitoring industry performance in delivering passenger information,with a focus on planned and unplanned disruption including major engineering works;and a review of our approach to monitoring to establish a more standard methodology.Policy development 21.In November 2019 we challenged the industry to work together to develop and implement a strategy that would deliver tangible and enduring network-wide improvements to the provision of passenger information.In response,the industry established SISJ.RDG provides governance for 13 work packages with representation from across the industry and including ORR and Transport Focus.This year,the programme has started to deliver benefits for passengers and further improvements are underway.Customer information pledges 22.We welcomed the development of new customer information pledges under SISJ governance.We worked with the industry to ensure that lessons learned from previous activities were fully incorporated.The pledges set out good practice for what information passengers can expect before,during and after their journey,and place the focus firmly on the passenger perspective.In April 2022,we issued updated regulatory guidance to support train operators in adopting these pledges to satisfy licence requirements.All mainline operators have confirmed to us that they have adopted the pledges and we will,in turn,hold them to account for delivery.As a first step,operators submitted to us their own self-assessment,which we will use as the starting point for ongoing monitoring.Office of Rail and Road|Annual Rail Consumer Report 13 Timetable information 23.We want passengers to be able to plan ahead,making informed decisions about when to travel and with more opportunities to access advance fares.Previously timetables were confirmed 12 weeks in advance of travel but,exacerbated by the impacts of the pandemic,timetables are currently typically being confirmed between six and eight weeks before travel.This means that passengers are less able to plan ahead with confidence and can cause confusion where journey planners such as National Rail Enquiries show timetable information 12 weeks ahead that subsequently changes.24.In February 2022,we wrote to the industry setting out how we would hold it to account for reform to timetabling processes.Alongside,we expect operators to take responsibility for ensuring that passengers can get the information they need to plan and make their journey as information comes available.The expectations we set out to operators and third-party retailers on passenger information in October 2020 remain as relevant now as then.For example,it should be clear to passengers if the timetable shown in the journey planner is not yet confirmed and when that is expected to happen.We welcome the further work this year under the SISJ programme that will enable operators to contact individual passengers who have purchased tickets for services that subsequently change.Working together to monitor performance 25.It is important that operators are able to monitor and understand their performance in providing accurate and timely information to passengers,so that they can take action promptly where issues arise.In addition,to enable us to hold operators to account,we too need sources of robust data on industry performance.One innovation introduced initially in response to COVID-19 challenges,and now refined under the SISJ programme,was the introduction of weekly reporting on the accuracy and completeness of operators passenger information by the National Rail Communication Centre(NRCC).We have worked collaboratively with Transport Focus,DfT and RDG to ensure that the weekly reports meet our and others needs.Train and station operator performance Planned disruption 26.Throughout the year,we proactively monitored the passenger information provided by operators where there was planned engineering work(including blockades,where routes are closed for an extended period)and timetable changes.Office of Rail and Road|Annual Rail Consumer Report 14 27.We used a standard set of questions to assess the information provided on operator websites:Is it clear on arrival on the website that something different is happening?If you knew something was happening,could you find correct information?Is there accessibility information about replacement transport?Would you be alerted that something different was happening when buying a ticket?Is information consistent between operator and national rail enquiries websites?28.We did not identify any substantial systemic issues with operator performance,although we regularly identified gaps and inconsistencies in the information provided to passengers,which could undermine confidence.We engaged directly with operators to seek rapid resolution where we identified issues.Passengers should be able to expect operator performance to be consistently good.29.We did identify risks around the short notice process for amending timetables(for example,where engineering works over-run),where operators are reliant on the Network Rail System Operator making timely updates to the published timetable.This is an issue that we hope to see industry addressing as part of the timetabling process reforms.Unplanned disruption 30.We also responded proactively to unexpected events as they occurred,including reviewing the impact on passengers of disruption caused by the Hitachi Class 800 trains issue in May 2021,when services were disrupted following the discovery of cracking in vehicle bodies,and the storms of October 2021 and February 2022.31.Where there is disruption,passengers need consistency and clarity of messaging across the network.We published our review of the passenger impacts of the Hitachi trains issue in June 2021 and found that,with minor exceptions,operators did provide consistent and clear information to passengers.Nevertheless,we identified a number of areas for improvement and secured agreement that they would be addressed,mainly through the SISJ programme.32.Operators,facilitated by RDG,collaboratively reviewed the impact of the October 2021 storms.Key issues identified included the communication and interpretation of Office of Rail and Road|Annual Rail Consumer Report 15 do not travel messages and ticket easements,which were similar to issues identified through our review of the Hitachi trains issue.Under the SISJ programme,an action plan targeting issues arising from both events was developed.33.We saw evidence of further strengthening of the collaborative working between operators in the response to the February 2022 storms.This meant that,across the network,passengers were for the most part receiving consistent messages about services and ticket acceptance across the network.We welcome the work that RDG and operators have undertaken together to review lessons learned from their responses to this event,proactively identifying opportunities for improving both the content and consistency of information provided to passengers in the event of further disruption.Main priorities for year April 2022 to March 2023 34.In the coming year,we will:start to hold operators to account against the new customer information pledges;continue to scrutinise provision of timetabling information ahead of travel,and information provided ahead of major engineering works;continue to monitor the NRCC weekly reports,and consider whether we need any other routine additional reporting from industry on passenger information;and continue to actively participate in the SISJ programme to ensure that changes are delivered and are communicated to the industry and passengers.Office of Rail and Road|Annual Rail Consumer Report 16 2.3 Accessible travel Introduction 35.We want to empower confident travel for all rail users,including disabled passengers,whether those journeys are made independently or with assistance.Improved accessibility can also make rail travel easier for others who might otherwise face challenges,including elderly people,families and those with heavy luggage.36.All train and station operators must establish and comply with an Accessible Travel Policy(ATP)as a condition of their licence,setting out their provision for disabled people.In 2019 we issued new guidance defining the minimum provision for disabled passengers,covering areas such as provision of assistance,staff training and passenger information.The guidance was updated in 2020 to add new rules on the provision of accessible rail replacement services.Operators must also have due regard to the Code of Practice on Design Standards for Accessible Railway Stations,which is issued jointly by DfT and Transport Scotland and sets the accessibility standards for station infrastructure upgrades.37.As set out in last years report,our work during the year focussed on operators compliance with their accessibility obligations,supported by audits of information provided at stations and on websites as well as an ongoing survey of passenger experiences of assistance.Following the end of the year,we have carried work forward in two areas:establishing proportionate accessibility requirements for bespoke operators,such as tram operators and heritage railways;and reviewing our approach to securing compliance with the Code of Practice on Design Standards for Accessible Railway Stations,pending DfTs review of the Code.Policy development 38.When we introduced our accessibility guidance in 2019,we set out a phased implementation plan for the introduction of improvements in the experience for disabled passengers.This year,the key requirement that took effect was a further reduction in the window for booking assistance,taking it from 24 hours before travel in 2019 to two hours from April 2022.We have not further reviewed or updated our guidance this year,maintaining a focus on operator performance against the updated guidance.Train and station operator performance Operators Accessible Travel Policies 39.ATPs set the baseline against which we hold operators to account.We have completed the review and approval of all mainline train and station operators initial Office of Rail and Road|Annual Rail Consumer Report 17 ATPs:we approved 21 ATPs in reporting year 2020 to 2021 and a further eight in 2021 to 2022.For some operators,the review process took longer than initially expected.This was the case where we sought the strengthening of plans for the delivery of staff training and where we undertook detailed scrutiny of proposed bespoke arrangements for the handling of communications between origin and destination stations when assistance is being delivered(illustrated in the box below).40.We expect ATPs to be kept under review and commissioned a first review in December 2021,with operators asked to submit revised ATPs for approval.We were pleased to note that amendments reflected improvements to the provision for disabled passengers,and included improvements to station infrastructure,rolling stock,and working arrangements.We completed the process of approving the revised ATPs in March 2022.ATP approval for Arriva Rail London(ARL)The delivery of reliable assistance for disabled passengers depends on consistently good communications between the staff at origin and destination stations.To drive improvements in reliability,we specified an industry-wide handover protocol in our accessibility guidance,which defined clear points of staff accountability and methods of communication between stations.ARL(responsible for operating London Overground)requested a dispensation from the handover protocol during the approval process for their ATP.The company maintained that the specific characteristics of its train services and staffing model necessitated a different approach,reflected in its use of a control centre.We conducted a rigorous evidence-based assurance exercise;consulting other operators and using a visit to the control centre to observe the ARL process in action.Having established that the ARL model gave functionality and reliability in line with the handover protocol,we decided that it would be proportionate to grant a dispensation from the handover protocol requirement,and approved ARLs ATP on this basis.Disabled passenger experiences 41.We conduct ongoing consumer research,seeking views directly from passengers who have booked assistance on their experience.More than 5,200 passengers participated in the research during the reporting year April 2021 to March 2022,which is published alongside this report.We will be engaging with those operators where our research identified particular concerns over the reliability of assistance provision and may commission targeted audits where appropriate.Office of Rail and Road|Annual Rail Consumer Report 18 42.Passengers can also travel without booking assistance in advance.We commissioned a small mystery shop audit by disabled passengers of the experience of travelling from 147 staffed and unstaffed accessible stations and have published the findings alongside this report.The audits highlighted the need for passengers to feel confident that they will be able to request assistance on arrival at an unstaffed station,such as via a HelpPoint,which will help inform our targeted work on reliability of assistance.Implementation of the two-hour window for booking assistance 43.We closely monitored operators implementation of the reduced window for booking assistance,which was facilitated by RDG through the development of common industry processes.All operators were able to accept bookings at two hours notice from 1 April 2022,including for the first train of the day.Our monitoring of the reliability of booked assistance will now be against this two-hour baseline.Accessibility of operator websites 44.Many passengers rely on operators websites to access the information they need to plan their journeys.This year,we commissioned a follow-up to our 2020 review of website accessibility,which included a technical audit,accessibility information audit and user testing by disabled people.Many operators are now close to full compliance with the AA standard of the Web Content Accessibility Guidelines(2.0)and 13 operators now meet minimum requirements for the scope of accessibility information provided,compared to none in our previous review.Overall,while there is scope for further improvement,we welcome the progress that has been made.We have Office of Rail and Road|Annual Rail Consumer Report 19 published the full findings alongside this report and will engage with individual operators on their own performance with a focus on those that have most to do to reach compliance with the WCAG technical criteria:TfL,LNER,Northern Rail,SWR,Avanti West Coast and London Overground.45.Separately,we commissioned an audit to test the accuracy of station accessibility information on operator and the National Rail Enquiries websites compared with the reality on the ground,which is described below.Accuracy of information provided on station accessibility Disabled people need reliable and complete information about the accessibility of a station to make confident decisions about whether and where to travel by rail.To assess the industrys performance we commissioned an audit of the information about station accessibility provided on operator and the National Rail Enquiries websites compared with the reality on the ground.The audit was carried out throughout 2021 and looked at a sample of 226 stations for 21 train operators and two station operators.It identified a mixed picture,with some gaps in the availability,accuracy and level of detail in the information provided on websites and National Rail Enquiries for all operators.For example,we audited 32 stations for one of the train operators,and found incomplete or inaccurate information about step-free access for 13 stations,no meeting points at 31 stations,and further issues for multiple stations in five other areas.Other common themes,with gaps identified across different operators,were information on staffing hours(16 operators)and the availability of seating(17 operators).We wrote to all operators in December 2021 with detailed findings for their stations that were included in our sample,asking them to set out how and when they would resolve the issues that we had identified.We also indicated where the prevalence of specific issues suggested that was a systemic issue,likely to apply to stations that had not been included within the sample.Most operators provided timely responses that gave us confidence that the issues we identified had been,or would be,addressed.For example,the operator confirmed that designated meeting points had been installed in 15 stations,with the remainder due to be completed,and that the results of an ongoing audit of step-free access would be published once complete.However,there are some areas where full solutions are dependent upon the further development of the National Rail Enquiries website,for example to provide additional information fields.We will continue to engage with operators collectively and individually to monitor progress,and to follow-up on areas of outstanding concern.Office of Rail and Road|Annual Rail Consumer Report 20 Staff training 46.Passenger-facing staff are critical to a disabled passengers experience and good quality training,with disabled peoples experiences of using the railway as a central focus,is essential.We extended the deadline for delivery of training to all passenger facing staff to the end of 2021 in recognition of challenges raised by the pandemic.Three operators did not meet this deadline.We required them to set out their plans to complete delivery and monitored their progress.One operator is still working towards compliance and we will be stepping up our engagement with them.Otherwise,our focus will now move to the delivery of refresher training,which we require operators to deliver for all relevant staff every two years.Accessible rail-replacement vehicles 47.Disabled passengers need rail replacement vehicles used during periods of disruption to be accessible.We work with the Driver Vehicle Standards Agency to monitor provision,supporting them in their role of enforcing the Public Service Vehicle Accessibility Regulations.The Secretary of State for Transport has exempted certain vehicles from the Regulations until July 2022,and has invited applications for further exemptions that would apply until July 2026.We have engaged with those operators who have a greater reliance on exempt vehicles to explore whether further steps are needed to manage risks for passengers.Rolling-stock accessibility for wheelchairs 48.For users of wheelchairs and mobility scooters,access to the rail network often depends upon the availability of safe boarding ramps.Interoperability law sets clear technical standards for ramp/rolling stock compatibility,and standards for availability,maintenance and staff training.Over the past year we have engaged with nine operators where we have identified concerns about compliance.Some recurrent issues have arisen,and we are considering what further steps we could take to ensure all operators meet their legal requirements.Assistance during disruption 49.During disruption,we expect operators to engage directly with passengers who have booked assistance and to do everything possible to ensure that,wherever possible,passengers who need assistance are able to continue their journey.50.In February 2022,when passengers nationwide were asked not to travel because of storms,operators contacted customers to cancel all booked assistance and explore alternative arrangements,while continuing to make best endeavours to provide assistance on demand.After the event,we challenged operators to review the processes for determining and communicating messages to disabled passengers ahead of disruption.We are pleased that operators have been reflecting on lessons Office of Rail and Road|Annual Rail Consumer Report 21 learned to shape options for providing assistance during future disruption.During the strike action in June 2022,operators offered assistance for trains that were running and proactively contacted passengers whose bookings were affected by the action.Accessible railway stations 51.This year,we continued to analyse infrastructure projects where we have identified potential weaknesses regarding compliance with the Code of Practice on Design Standards for Accessible Railway Stations.The table on the following page illustrates those cases where we have engaged with Network Rail regarding its work to deliver accessibility improvements across their regions.52.We have seen a welcome improvement by Network Rail towards embedding accessibility into infrastructure works and more common use of Diversity Impact Assessments.Nonetheless,we have continued to identify examples where accessibility has been overlooked during a station project.We will work to ensure that the upcoming revision of the Code by DfT promotes clarity both on the specific accessibility requirements and the overarching governance framework including project-planning and scoping expectations.Table 2.1 Code of Practice on Design Standards for Accessible Railway Stations Station Operator Works carried out by and when Issue Update Eltham Southeastern Network Rail(dates vary)As part of platform extension works at Eltham,tactile paving was only applied to the newly extended part of the platform.Since our intervention,Network Rail has fitted tactile paving across this route.Three of the 412 stations have not yet been completed but work is underway.Horden Northern Network Rail(two years ago)major footbridge works.continue to monitor progress.Liphook South Western Railway Network Rail(two years ago)The provision of lifts was not included as part of the stations major footbridge works.Network Rail is committed to fitting lifts,with installation expected by the end of 2022.We continue to monitor progress.Main priorities for year April 2022 to March 2023 53.In the coming year,we will:enhance our engagement on reliability of assistance with the lowest performing operators,informed by our ongoing survey of passenger experience;monitor the actions taken by operators in response to our audits of website accessibility and station information;seek assurance that operators are on track to deliver refresher training to staff within the required timescales;Office of Rail and Road|Annual Rail Consumer Report 23 develop a proportionate approach to compliance with ATP obligations for bespoke operators that use the national rail network,such as trams,single station operators and heritage railways;inform DfTs review of the Station Design Code for Accessible Railway Stations,and review our approach to monitoring and securing compliance;and work with DfT and GBRTT as thinking is taken forward on the proposed National Rail Accessibility Strategy and National ATP under rail reform.Office of Rail and Road|Annual Rail Consumer Report 24 2.4 Complaints and redress Introduction 54.Where things go wrong,we want passengers to feel confident that their complaints will be addressed and that they will be compensated where their journeys are delayed.We also want operators to use learnings from complaints to drive continuous improvement in passengers experience of rail.55.These expectations are underpinned by three licence conditions,which establish requirements relating to:complaints handling processes;handling of Delay Repay claims;and membership of the Rail Ombudsman,so that passengers can escalate complaints for independent arbitration where they are not satisfied with the operators response.56.As set out in last years report,this year we introduced a new Delay Repay licence condition and progressed a substantive review of our complaints handling guidance and the complaints handling licence condition.In addition,we established plans for us to take on sponsorship of the Rail Ombudsman.Alongside this,we have continued to monitor industry performance and engage with operators where we have identified compliance concerns.Policy development Complaints 57.We want to drive a culture that sees operators actively using complaints as a source of insight to drive continuous improvement in passengers experience of rail,and to incentivise both quality and timeliness in complaints handling.With that in mind,we have progressed our review of our complaints handling guidance to licence holders,launching an initial consultation in August 2021 proposing a new Complaints Code of Practice,and a second consultation with revised text responding to stakeholder feedback in June 2022.Our next step will be to consider stakeholder feedback on the wording of the revised Code of Practice and draft licence condition,followed by a statutory consultation on licence change this autumn.Our intent is for the Code to take effect from 1 April 2023.Delay Repay 58.Passengers who experience delay to their journey are entitled to compensation from the operator.We want to see more passengers claiming the compensation to which they are entitled.In May 2021,we published a second consultation on a new licence condition and Code of Practice designed to see operators increase awareness of delay compensation rights,make the process of claiming easier,and make ongoing continuous improvements.Following a statutory consultation in August 2021,the new licence condition and Code of Practice came into effect from April 2022 and we will monitor compliance.Office of Rail and Road|Annual Rail Consumer Report 25 Ombudsman 59.Where a passenger is not content with an operators response to a complaint,the Rail Ombudsman can provide independent arbitration.The 2021 Williams-Shapps Plan for Rail states that ORR will take over responsibility from the RDG for sponsoring the Rail Ombudsman.We have been developing plans for delivery and in June 2022 published a consultation on a new Ombudsman operating model and associated licence changes.We expect to establish an Ombudsman under ORR sponsorship in early 2023.Train and station operator performance Complaints 60.Throughout the reporting year,we continued our research to track how satisfied passengers were with the handling of their complaints.We received over 45,000 survey responses this year.Overall,30%of respondents were satisfied with how the operator handled their complaint,a decrease from 33%the previous year(April 2020 to March 2021).61.We also monitor complaint volumes and the timeliness of operator responses on an ongoing basis,and publish data quarterly.As a minimum requirement,train and station operators are required to make a full response to 95%of complaints within 20 working days.Most operators consistently worked within this timeline throughout the year and indeed most respond to the majority of complaints within 10 working days.However,from late 2021,two operators(Transport for Wales and Grand Central)started to report poor performance.We engaged closely with them to understand the challenges they were facing and the mitigations they put in place and monitored progress.Further details are provided on the following page.Office of Rail and Road|Annual Rail Consumer Report 26 Failure to respond to 95%of complaints within 20 working days Grand Central Grand Central usually responds to all complaints within 20 working days and the vast majority within 10 working days(quarterly performance data is available on our data portal).However,in late 2021 its performance started to dip and in January 2022 Grand Central contacted us to set out the challenges it was facing in meeting the minimum regulatory requirements,citing staff absence due to COVID-19 and staff turnover as the key driving factors.We engaged with the company on its analysis of the causes of its very poor performance and plans for returning to compliance,and instituted weekly reporting of performance alongside monthly reviews of its recovery plan.Grand Central engaged positively in this process and provided us with a comprehensive recovery plan with timescales and milestones that it could be held accountable to.While Grand Centrals performance remains well below expectations,we are seeing improvements delivered and will continue to monitor closely,holding the company to account for fulfilling its plan and returning to compliance.Transport for Wales Railway Transport for Wales Rail usually responds to the vast majority of complaints within 20 working days,although performance at 10 working days is very variable and generally well below that of other operators(quarterly performance data is available on our data portal).In late 2021,we identified a notable decline in performance through our routine monitoring.We engaged with Transport for Wales Rail to understand the drivers behind its decline in performance,which was attributed to increased complaints volumes linked to disruption coinciding with a period of high staff turnover.We instituted weekly reporting of performance alongside regular reviews of progress.Transport for Wales engaged positively in this process and made notable improvements in early 2022,returning to compliance with the 20 working day minimum requirement in April,largely achieved by an increase in resource.Office of Rail and Road|Annual Rail Consumer Report 27 Delay Repay We monitor the volumes,approval rates and processing times of Delay Repay claims on an ongoing basis and publish data quarterly.Most operators are consistently processing over 99%of claims within 20 working days although we engage with operators where there are dips in performance.Main priorities for year April 2022 to March 2023 62.In the coming year,we will:monitor compliance with the Delay Compensation licence condition and Code of Practice,and with current complaints handling obligations;issue a statutory consultation on the Complaints Code of Practice and prepare for implementation of the Code from 1 April 2023;and take on sponsorship of the Rail Ombudsman in early 2023,subject to contract tender and licence modification processes.Office of Rail and Road|Annual Rail Consumer Report 28 2.5 COVID-19 travel rules Introduction During reporting year April 2021 to March 2022,we continued to be responsible for monitoring Eurostar and Eurotunnels compliance with the UK Governments COVID-19 travel rules(Health Protection Regulations 2021).These required operators to provide information to passengers and to check that passengers met travel requirements.We had powers to issue Fixed Penalty Notices to the operators per passenger identified where the operator had not carried out the appropriate checks,and for system and record keeping offences.Policy development The UK Government amended the COVID-19 travel rules throughout the year.For example,it introduced vaccination status checks for passengers and systems and record keeping offences for operators in July 2021.The Government started to lift the regulations in February 2022,initially removing the per passenger offences,before removing all requirements on 18 March 2022.We continued to monitor and enforce compliance throughout,adapting our approach as the regulations were amended.As the regulations applied to aviation and maritime travel as well as rail,we worked closely with the Civil Aviation Authority,Maritime and Coastguard Agency,DfT and Border Force to ensure a consistent approach.We are grateful to all the agencies that we worked with for their collaborative and open approach.Cross-channel rail operator performance We monitored Eurostar and Eurotunnel performance primarily through reports received from Border Force officers based at ports.We also engaged with the operators to explore challenges they were facing and plans for resolution.Over reporting year 2021 to 2022 we issued 109 per passenger fines to operators,of which 24 were rescinded on appeal.Office of Rail and Road|Annual Rail Consumer Report 29 Annex A:Forward work programme April 2022 to March 2023 Table A.1 Forward work programme April 2022 to March 2023 Consumer area ORR next steps Ticket retailing and passenger rights Continue to monitor operators compliance with consumer law requirements,with a focus on ticket retailing and refunds.Ticket retailing and passenger rights Monitor the industrys follow-up work and implementation of any changes as result of our review of refund administration fees.Ticket retailing and passenger rights Review operators annual service quality reports,to ensure these reflect the requirements in the Rail Passengers Rights and Obligations Regulations.Passenger information Start to hold operators to account against the new customer information pledges.Passenger information Continue to scrutinise provision of timetabling information ahead of travel,and information provided ahead of major engineering works.Passenger information Continue to monitor the NRCC weekly reports and consider whether we need any other routine additional reporting from industry on passenger information.Passenger information Continue to actively participate in the SISJ programme to ensure that changes are delivered and are communicated to the industry and passengers.Accessible travel Enhance our engagement on reliability of assistance with the lowest performing operators,informed by our ongoing survey of passenger experience.Accessible travel Monitor the actions taken by operators in response to our audits of website accessibility and station information.Accessible travel Seek assurance that operators are on track to deliver refresher training to staff within the required timescales.Accessible travel Develop a proportionate approach to compliance with ATP obligations for bespoke operators that use the Office of Rail and Road|Annual Rail Consumer Report 30 Consumer area ORR next steps national rail network,such as trams,single station operators and heritage railways Accessible travel Inform DfTs review of the Station Design Code for Accessible Railway Stations,and review our approach to monitoring and securing compliance Accessible travel Work with DfT and GBRTT as thinking is taken forward on the proposed National Rail Accessibility Strategy and National ATP under rail reform.Complaints and redress Monitor compliance with the Delay Compensation licence condition and Code of Practice,and with current complaints handling obligations Complaints and redress Issue a statutory consultation on the Complaints Code of Practice and prepare for implementation of the Code from 1 April 2023 Complaints and redress Take on sponsorship of the Rail Ombudsman in early 2023,subject to contract tender and licence modification processes.Office of Rail and Road|Annual Rail Consumer Report 31 Annex B:Summary of sources of evidence on operator performance Data and official statistics B.1 Train and station operators are required to provide us with regular performance data in relation to their passenger-facing activities.We publish detailed guidance for mainline train and station operators and separate guidance for station only or non-scheduled passenger services operators.This ensures that reporting requirements are consistently interpreted across operators.B.2 To provide transparency on operator performance,and enable operators to benchmark their performance against others,we publish these statistics on our data portal.We also commission research and undertake audits to explore specific areas of compliance and passenger experience.Table B.1 Summary of data sources used in this publication Passenger experience section Evidence Source Passenger assistance Passenger assistance(Periodic(4-weekly)statistics,published quarterly)https:/dataportal.orr.gov.uk/statistics/passenger-experience/passenger-assistance/Passenger assistance Experiences of Passenger Assist research report(ongoing passenger survey,published annually)https:/www.orr.gov.uk/media/23501 Passenger assistance Disabled Persons Railcards(Periodic(4-weekly)statistics,published quarterly)https:/dataportal.orr.gov.uk/statistics/passenger-experience/disabled-persons-railcards/Passenger assistance Accessible Travel Policy implementation-Review of unbooked assistance and Help Points(audit)https:/www.orr.gov.uk/media/23499 Office of Rail and Road|Annual Rail Consumer Report 32 Passenger experience section Evidence Source Passenger assistance Train and station operators compliance with Accessible Travel Policy website obligations(audit)https:/www.orr.gov.uk/media/23502 Passenger complaints Passenger rail service complaints(quarterly statistics,published quarterly)https:/dataportal.orr.gov.uk/statistics/passenger-experience/passenger-rail-service-complaints/Passenger complaints Passenger satisfaction with complaints handling(ongoing passenger survey,published annually)https:/dataportal.orr.gov.uk/statistics/passenger-experience/passenger-satisfaction-complaints-handling/Delay compensation Delay compensation claims(quarterly statistics,published quarterly)https:/dataportal.orr.gov.uk/statistics/passenger-experience/delay-compensation-claims/Office of Rail and Road|Annual Rail Consumer Report 33 Glossary of terms Civil Aviation Authority the UKs aviation regulator.Competition and Markets Authority a non-ministerial department working to promote competition for the benefit of consumers,both within and outside the UK.Delay Repay A scheme that allows customers to claim for a delay to their service as and when they occur,including all Season Ticket holders.Department for Transport a ministerial department,supported by 23 agencies and public bodies.Driver Vehicle Standards Agency an executive agency of the Department for Transport.Great British Railways Transition Team(GBRTT)The transition team responsible for creating Great British Railways,the new public body that will run and plan the rail network.Health Protection(Coronavirus,Pre-Departure Testing and Operator Liability)(England)(Amendment)Regulations 2021 Regulations amends the Health Protection(Coronavirus,International Travel)(England)Regulations 2020 to introduce a requirement for persons travelling to England from outside the open borders area to possess a notification of a negative coronavirus test upon arrival in England or,if travelling on a shuttle service through the Channel Tunnel.The Regulations also introduces requirements for operators for passengers travelling to England from outside the common travel area to ensure that passengers who arrive in England on such services have completed a Passenger Locator Form.Maritime and Coastguard Agency(MCA)one of the four executive agencies that make up the Department for Transport.The MCA works to prevent the loss of lives at sea and is responsible,through the Secretary of State for Transport to Parliament,for implementing British and international maritime law and safety policy.National Rail Communications Centre(NRCC)Supports UK Train Operators by communicating the latest travel information.National Rail Conditions of Travel an agreement between a passenger and train operator which applies to all domestic(non-international)journeys by scheduled passenger train services on the railway network of Great Britain.It sets out passengers and train operators rights and obligations when travelling by train.Office of Rail and Road|Annual Rail Consumer Report 34 Network Rail System Operator ensures that the railway network operates as one.Its role is to produce the timetable;deliver national operational strategy;the provision of high-quality analysis and long-term planning to improve performance and capability.Rail Delivery Group the British rail industry membership body that brings together passenger and freight rail operators,Network Rail and High Speed 2.Smarter Information,Smarter Journeys programme aims to achieve a step-change in customer experience through the provision of better customer information,and by providing customers with all the information they want,when and how they want it.Ticketing and Settlement Agreement(TSA)sets out the various arrangements between the operators relating to the carriage of passengers and the retailing of tickets.Williams-Shapps Plan for Rail The Governments plan to transform the railways in Great Britain.Crown copyright 2022 This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated.To view this licence,visit nationalarchives.gov.uk/doc/open-government-licence/version/3 Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.This publication is available at orr.gov.uk Any enquiries regarding this publication should be sent to us at orr.gov.uk/contact-us
2022-11-30
35页
5星级
Global Auto White Paper 202201G LO BA L AU TO W H I T E PA P E R 20 2 2The road ahead for future car.
2022-11-29
38页
5星级
The future of home andauto insurance Bringing the Canadian customer into focusCanadian Financial Ser.
2022-11-29
18页
5星级
SEPTEMBER 2022ASSESSMENT OF LEADING NEW ENERGY VEHICLE CITY MARKETS IN CHINA AND POLICY LESSONSYidan.
2022-11-22
68页
5星级
3PL GROWTH STRATEGIES:HOW TO HOW TO ATTRACT AND ATTRACT AND RETAIN MORE RETAIN MORE ECOMMERCE ECOMMERCE BUSINESSBUSINESS2Strategic marketing tactics to accelerate growth have never been more imperative to maintain an edge.Third-party logistics(3PL)warehouses want to hold onto their current customers while forming new alliances with emerging ecommerce businesses.The complexity of supply chains has evolved substantially as organizations focus on core competencies to ensure speed to market,analytic-based decisions,and greater cost efficiency.This growth remains the driving force for all ecommerce merchants,but they need assistance with logistics.Forming a partnership becomes a win/win for everyone involved;the 3PL and the ecommerce business both grow while meeting each others needs.The ability to scale,attract new customers,offer extended geographic coverage,and provide innovative services are just a few ways 3PLs have stepped up their game to serve ecommerce businesses.Using ecommerce workflow-driven growth strategies can differentiate your 3PL from your competitors,providing the promise of future success by forming concrete ecommerce best practice workflows.With new 3PLs emerging,competition in logistics has increased dramatically.New game plans have become a necessity to attract and retain ecommerce business.3PL GROWTH STRATEGIES:HOW TO ATTRACT AND RETAIN MORE ECOMMERCE BUSINESS3PL GROWTH STRATEGIES:HOW TO ATTRACT AND RETAIN MORE ECOMMERCE BUSINESSReasons an Ecommerce Business Choosesa 3PLTo effectively attract and retain more customers for your 3PL warehouse,you need to understand the reasons why they choose third-party logistics warehouses in the first place.The most common reasons include:3Flexibility,Scalability,and Cost ControlTime Savings and Greater EfficiencyTechnology and ExpertiseMost ecommerce businesses are not Amazon.They start out small and grow slowly.Operating their own in-house fulfillment and logistics becomes expensive.A 3PL provides flexibility by catering to small ecommerce businesses and scaling when needed to keep costs under control so everyone benefits.Often times,3PLs have multiple warehouses that are located in different geographic locations,which can help with the speed of delivery and the cost of shipping.3PLs also are often able to leverage economies of scale when it comes to shipping contracts to provide better rates.An ecommerce merchant wants to focus on selling and not have their energies stretched thin by coping with logistics.Turning to a 3PL frees up time and improves efficiencies,especially when the 3PL offers ecommerce workflows built into their standardized processes.Additionally,a 3PL often has more robust warehouse management system(WMS)software to drive efficiency and accuracy for their fulfillment programs.Embracing technology gives a 3PL the edge needed to better attract ecommerce businesses.The 3PL provides far greater efficiency to meet the growing demands of their customers.For example,if a 3PL services 20 other ecommerce companies,they bring that experience in the form of recommendations,expertise,and scalable workflows that a brand might otherwise not have access to.3Uniting to Form a PartnershipAs a 3PL,you are not just providing services to an ecommerce merchant.Youre actually laying a foundation for a long-term fruitful relationship and partnership.Your 3PL will grow alongside your customers.A successful 3PL and brand partnership should save the ecommerce merchant time and money by relying on the efficiency of your 3PL to manage things so they can focus on growing their business.If you ask an ecommerce merchant about their main pain points,they will outline the following:Order accuracyDelivery speedInventory management Affordableshipping ratesVisibility into all operationsIntegration into shopping cartsand marketplaces4Speed is the Name of the GameIn todays fast paced world,ecommerce businesses struggle to meet the needs of consumers at the rate consumers expect.Speed has become a form of currency in business.The craving for faster delivery has emerged as a direct result of Amazons two-day delivery service.Now people are spoiled and want their goods delivered immediately.3PLs who want to attract and retain ecommerce businesses need to accelerate the pace and not lag or risk losing their competitive edge.Digital transformation increases the momentum of any logistics provider.Logistics technology provides the tools needed to ensure that a 3PL warehouse can quickly ship orders while retaining 100curacy.53PL GROWTH STRATEGIES:HOW TO ATTRACT AND RETAIN MORE ECOMMERCE BUSINESSA large ecommerce business wants to partner with a 3PL who will also scale to meet demand.First,a merchant needs thousands of orders shipped,then tens of thousands,and,finally,an even greater volume as their business grows.An ecommerce business will rate shop because even small savings will quickly add up to thousands as the business grows.A merchant wants a 3PL partner who provides not only the best deal on shipping but can also continue to scale.A warehouse management system(WMS),such as 3PL Warehouse Manager,automates tasks for each shipment and can effortlessly meet volume demands through functions like high-volume parcel shipping.Provide Rate Shopping and Scalability63PL GROWTH STRATEGIES:HOW TO ATTRACT AND RETAIN MORE ECOMMERCE BUSINESSA 3PL warehouse has to offer full visibility to their customers,and the most efficient way to do this is through a warehouse management system(WMS).A WMS can provide full shopping cart and marketplace integrations enabling a smooth transfer of all data which flows from the online platform to the warehouse to optimize pick,pack,and ship process and accelerate delivery speed.An efficient WMS integrates with the online storefront to ensure rapid order processing and to streamline fulfillment.Everything starts as soon as a consumer starts to place an order.A bi-directional integration will confirm with the WMS what inventory is available or what might be backordered,so that the consumer has the correct expectation about their order.It also provides the merchant full visibility to know exactly what is going on with all products throughout the warehouse,and current inventory levels.Once an order is placed,the order will be fed into the WMS to get processed for fulfillment.Once the package is sent to the shipping carrier,the WMS will feed shipping time and any tracking data back to the merchants system to communicate status with the consumer.Provide WMS Integrations73PL GROWTH STRATEGIES:HOW TO ATTRACT AND RETAIN MORE ECOMMERCE BUSINESSComplete VisibilityYour customers want to check the status of shipments and inventory counts rapidly.A 3PL that offers merchants complete visibility helps build trust and solidifies the partnership.Complete visibility often acts as the differentiator between 3PLs that can make the difference in attracting and retaining ecommerce business.With the right WMS,you may even be able to provide a customer portal that will give this level of visibility to your ecommerce customers.ReceivingInventoryavailabilityby SKUShippingPickingIn process ordersMerchants want visibility at all times on:83PL GROWTH STRATEGIES:HOW TO ATTRACT AND RETAIN MORE ECOMMERCE BUSINESSMarketing is always key and ensuring you have a quality website optimized to get you to the top of search engine is very important.Expand your geographical reach and service speed by partnering with other 3PLs.Extensiv has launched Network Manager to help connect 3PLs.Visit for more details.Ask your customers for referrals.Join Extensivs Fulfillment Marketplace,which allows brands to easily search for 3PLs with various services including ecommerce services,shipping and fulfillment services,and desired geographical locations.Visit to learn more.How to Get Your 3PL Noticed93PL GROWTH STRATEGIES:HOW TO ATTRACT AND RETAIN MORE ECOMMERCE BUSINESSConclusionStudies project that US ecommerce sales will grow over 16%to$1.06 trillion by the end of 2022.The rapid growth has sent businesses scrambling to seek out logistics providers to help with warehousing,shipping,delivery,and more.The association formed between an ecommerce merchant and a 3PL can quickly become exceptionally lucrative for everyone involved as both businesses scale together and expand their bottom lines.Forming long term partnerships with an ecommerce business holds a great deal of opportunity for everyone involved.A 3PL simply has to attract and retain the unions by standing apart from the competition.11Interested in learning how we can partner with your warehouse and help you prepare for growth?FOLLOW USCONTACT USFor more information,please call us at 888-375-2368 or visit us online at .2022 Extensiv|All rights reserved.About 3PL Central,an Extensiv Company 3PL Central,an Extensiv company,is the leader in cloud-based warehouse management system(WMS)solutions built to meet the unique needs of the 3PL warehousing community.Serving as the backbone of our customers operations,our platform quickly transforms paper-based,error-prone businesses into service leaders who can focus on customer satisfaction,operate more efficiently,and grow faster.Offering a comprehensive warehouse management platform,we make it easy for 3PLs to manage inventory,automate routine tasks,and deliver complete visibility to their customers.To learn more,please visit .About Extensiv Extensiv is a visionary technology leader focused on creating the future of omnichannel fulfillment.Through our unrivaled network of more than 1,500 connected 3PLs and a suite of integrated,cloud-native warehouse,order,and inventory management platforms,we enable modern merchants and brands to fulfill demand anywhere with superior flexibility and scale without painful platform migrations.More than 25,000 logistics professionals and thousands of brands trust Extensiv every day to drive commerce at the pace that modern consumers expect.Visit to learn more.REQUEST A DEMO HERE3PL GROWTH STRATEGIES:HOW TO ATTRACT AND RETAIN MORE ECOMMERCE BUSINESS
2022-11-21
12页
5星级
SEPTEMBER 2022WHITE PAPERFUEL-CELL HYDROGEN LONG-HAUL TRUCKS IN EUROPE:A TOTAL COST OF OWNERSHIP ANA.
2022-11-21
42页
5星级
JUNE 2022WORKING PAPER 2022-20Decarbonizing Chinas coastal shipping:The role of fuel efficiency and .
2022-11-18
20页
5星级
JUNE 2022WORKING PAPER 2022-19Market analysis of two-and three-wheeler vehicles in key ASEAN member .
2022-11-18
24页
5星级
The economic,environmental,and social opportunities that rail brings to the UK THE ECONOMIC,ENVIRONM.
2022-11-17
53页
5星级
Navigating an uncertainfutureAn exploration of Chinas influence on the Netherlands future maritime l.
2022-11-15
20页
5星级
Auto Environmental Guide 2022This report is written by Greenpeace East Asia(hereafter referred to as.
2022-11-15
61页
5星级
Developing Smart Logistics for Sustainable TransportResearch Institute of Highway Ministry of Transp.
2022-11-14
46页
5星级
Promoting Chinas Transition Towards Sustainable Transport IntegrationImplemented bySupported bybased.
2022-11-14
68页
5星级
Overview on Chinas 14th Five-Year Plans in the Transport SectorImplemented by As a federally owned e.
2022-11-14
22页
5星级
A Study on the Promotion and Application of New Energy Logistics Vehicles in ChinaImplemented bySupp.
2022-11-14
70页
5星级
SMART Intersections FINAL REPORT May 2022 By(PI)Shannon Warchol Kittelson&Associates,Inc.COMMONWEALTH OF PENNSYLVANIA DEPARTMENT OF TRANSPORTATION CONTRACT#E04696 WORK ORDER#001 Technical Report Documentation Page 1.Report No.FHWA-PA-2022-003-E04696 WO 001 2.Government Accession No.3.Recipients Catalog No.4.Title and Subtitle SMART Intersections 5.Report Date May 13,2022 6.Performing Organization Code 7.Author(s)Kittelson&Associates,Inc.Transoft Solutions,Inc.Rybinski Engineering,LLC The Pennsylvania State University Imperial Traffic&Data Collection,LLC LingaTech,Inc.8.Performing Organization Report No.9.Performing Organization Name and Address Kittelson&Associates,Inc.922 N.3rd Street,1st Floor Harrisburg,PA 17102 10.Work Unit No.(TRAIS)11.Contract or Grant No.E04696 WO 001 12.Sponsoring Agency Name and Address The Pennsylvania Department of Transportation Bureau of Planning and Research Commonwealth Keystone Building 400 North Street,6th Floor Harrisburg,PA 17120-0064 13.Type of Report and Period Covered Final Report(October 2020 to May 2022)14.Sponsoring Agency Code 15.Supplementary Notes PI Contact Information:Shannon Warchol,922 N.3rd Street,1st Floor,Harrisburg,PA 17102.16.Abstract The Pennsylvania Department of Transportation(PennDOT)is seeking to better understand how vulnerable road users such as pedestrians and bicyclists interact with motor vehicles at signalized intersections.PennDOT intends to use that information to target and deploy engineering countermeasures more appropriately to increase the safety performance.This study used video-based conflict monitoring and crash data to assess interactions of all road users,conflicts,and actual crashes at selected intersections throughout Pennsylvania.Fifteen intersections(one pilot study site,six sites based on crash data,six sites based on known qualitative conflict data/information,and two sites for potential before-after study)were selected for analysis in this study.The sites were selected using historic crash data,existing public open data sources(AADT,bicycle routes,and census data),and input from local jurisdictions.These 15 intersections were monitored over multiple days and video analysis technology was used to measure the post encroachment time(PET)between vulnerable road users(VRU)and motor vehicles.Other traffic and land use data were collected by the study team and used in addition to the video analytics to better understand how pedestrians and bicyclists interact with motor vehicles at intersections.Essential data in this study included PETs,traffic counts,road user types,land use characteristics,traffic signal-related information,and motor vehicle speeds.PET,or the time between the first road user leaving a common spatial point and the second road user arriving at the same point,was used to identify critical events,defined as events with PETs of less than three seconds.Up to 100 critical events were selected and the video data were manually reviewed to confirm if the critical event was a conflict such confirmed events are referred to as confirmed conflicts.The objective of this study was to explore the relationship between critical events and confirmed conflicts,as well as the influence of other site features.A key finding of this study was that agencies can use critical events identified by video-based event monitoring technology as surrogates for crashes in evaluating VRU safety performance at intersections.While crashes are rare enough that patterns are difficult to discern,critical events occur in sufficient quantity to shed light on repeated interactions between VRUs and motor vehicles that may or may not result in crashes,depending on other contributing factors.This study developed a proposed process for using critical event data and validated the process through five case studies.17.Key Words Intersections,safety performance,critical events,conflicts,vulnerable road user,post encroachment time,crashes 18.Distribution Statement No restrictions.This document is available from the National Technical Information Service,Springfield,VA 22161 19.Security Classif.(of this report)Unclassified 20.Security Classif.(of this page)Unclassified 21.No.of Pages 68 22.Price Form DOT F 1700.7 (8-72)Reproduction of completed page authorized PENNSYLVANIA DEPARTMENT OF TRANSPORTATIONSMART INTERSECTIONSFINAL REPORTMAY 20222Pennsylvania Department of Transportation Project Number 247330 E04696 Smart Intersections:Understanding How Pedestrians and Bicyclists Interact with Motor vehicles at IntersectionsJeff Roecker,Senior Traffic Control SpecialistShelley Scott,Research Project ManagerPennsylvania Department of Transportation(PennDOT)400 North Street|6th Floor|Harrisburg,PA 17120Report PartnersKittelson&Associates,Inc.Imperial Traffic Data CollectionLingaTechPennsylvania State UniversityRybinski EngineeringTransoft SolutionsThis traffic engineering and safety study is confidential pursuant to 75 Pa.C.S.3754 and 23 U.S.C.407 and may not be disclosed or used in litigation without written permission from PennDOT.The contents of this report reflect the views of the author(s)who is(are)responsible for the facts and the accuracy of the data presented herein.The contents do not necessarily reflect the official views or policies of the US Department of Transportation,Federal Highway Administration,or the Commonwealth of Pennsylvania at the time of publication.This report does not constitute a standard,specification or regulation.This work was sponsored by the Pennsylvania Department of Transportation and the U.S.Department of Transportation,Federal Highway Administration.SMART INTERSECTIONS REPORT3CONTENTSEXECUTIVE SUMMARY 4What is a smart intersection?4What is a vulnerable road user(VRU)?4Conflicts as a safety indicator 5What is an event?6What is a confirmed conflict?7Using Data to Make Pennsylvanias Intersections Smarter 7CHAPTER 1CAPTURING INCIDENTS ON VIDEO 10How does video monitoring work?10Analysis 11CHAPTER 2 CONNECTING CRITICAL EVENTS TO CONFIRMED CONFLICTS 12CHAPTER 3 USING CONFIRMED CONFLICT DATA TO INFORM POTENTIAL CRASH ISSUES 14CHAPTER 4 USING CRITICAL EVENT DATA FOR RAPID COUNTERMEASURE EVALUATION 16How can conflict data be used to evaluate intersections?16Process 18CHAPTER 5 CASE STUDIES 20CHAPTER 6 FACT SHEETS 504Pennsylvania Department of Transportation WHAT IS A SMART INTERSECTION?A smart intersection uses technology to document and evaluate how pedestrians,bicyclists,and vehicles interact.Smart intersection tools help us carefully time and analyze user interactions so we can better select,implement,and evaluate countermeasures against conflicts and crashes.EXECUTIVE SUMMARYWHAT IS A VULNERABLE ROAD USER(VRU)?The term“vulnerable road user”means a nonmotorist that falls within the following two categories defined by the Federal Highway Administration.(A)A nonmotorist with a fatality analysis reporting system person attribute code that is included in the definition of the term number of non-motorized fatalities in section 490.205 of title 23,Code of Federal Regulations(or successor regulations)(B)A nonmotorist described in the term number of non-motorized serious injuries in that section1.A VRU crash indicates a crash that includes both a motor vehicle and a pedestrian,pedestrian conveyance(wheelchair,scooter,skateboard,etc.),bicyclist(not including e-bikes),or other pedalcyclist.1 The definition of vulnerable road user is provided in 23 U.S.C.148(a)(15),https:/safety.fhwa.dot.gov/hsip/rulemaking/docs/Section148_SpecialRule_Guidance.pdf,February 2022.SMART INTERSECTIONS REPORT5Executive SummaryPedestrians and bicyclists are vulnerable road users.CONFLICTS AS A SAFETY INDICATORVulnerable road users,like pedestrians and bicyclists,are at greater risk in the event of a crash than vehicle drivers and their passengers.Collecting accurate pedestrian and bicycle volumes is difficult.Gathering data on crashes involving pedestrians and bicyclists requires long study periods and presents data that is difficult to interpret.Because of this,calculating crash rates on a per-user basis is infeasible.Relying exclusively on crash data means waiting for crashesand the resulting injuries and fatalitiesto happen before taking preventative action.Because we know pedestrians and bicyclists are more likely to suffer serious injuries and fatalities than vehicle occupants,especially because they are unprotected by an outside shield,this study explored whether video analytics can provide more timely information about critical events and confirmed conflicts.We found that video analytics offer engineers an important tool to use alongside crash data when selecting intersection countermeasures.This report proposes a process for using critical events to select and evaluate intersection countermeasures.OTHER INTERACTIONSPOTENTIALEVENTPET=3 3seconds or less3-53-5seconds 5seconds CRITICALEVENT6Pennsylvania Department of Transportation Executive SummaryWHAT IS AN EVENT?Broadly speaking,an event describes the relationship between two road users at a given point on the roadway.We measure this relationship using post-encroachment time(PET),which is the time between one road user leaving a given point on a roadway and a second road user arriving at that same point.A PET of zero seconds indicates a crash has occurred.While crash data only covers PET zero-second events,this methodology provides a larger data set that encompasses a wider range of events.For this study,we described three different types of events:Critical Events,which have a PET of three seconds or less.Potential Events,which have a PET between three and five seconds.Other Interactions,which have a PET of more than five seconds.SMART INTERSECTIONS REPORT7Executive SummaryWHAT IS A CONFIRMED CONFLICT?A confirmed conflict is a critical event that has been reviewed by an engineer and deemed a conflict given the involved road users proximity,evasive action,and awareness.USING DATA TO MAKE PENNSYLVANIAS INTERSECTIONS SMARTERResearchers selected 15 urban and suburban intersections across Pennsylvania to serve as study sites for the smart intersection process.Some intersections had known crash histories and others were recommended by local practitioners based on frequent conflicts.At each intersection,the study team collected and analyzed one week of video data for all events with PETs less than 10 seconds.Then,to determine the percentage of critical events that could be confirmed as conflicts,they selected 100 critical events for human review.They also collected five years of crash data for each intersection.The team then combined critical event,confirmed conflict,and crash data to determine whether and how well event data can predict crashes.Look for this icon to find innovative ways PennDOT can incorporate smart intersection data analysis.8Pennsylvania Department of Transportation Study IntersectionsExecutive Summary1234561456781512131491011231.Bigelow Boulevard&Bayard Street(Pittsburgh)2.Negley Avenue&Stanton Avenue(Pittsburgh)3.Centre Avenue&Penn Avenue(Pittsburgh)4.Blue Course Drive&N.Atherton Street(State College)5.E.College Avenue&Garner Street(State College)6.E.College Avenue&N.Atherton Street(State College)7.Forster Street&Front Street(Harrisburg)8.Queen Street&Orange Street(Lancaster)9.W.Baltimore Avenue&S.Orange Street(Media)10.Market Street&34th Street(Philadelphia)11.Washington Avenue&Broad Street(Philadelphia)12.Hamilton Street&17th Street(Allentown)13.Hamilton Street&4th Street(Allentown)14.Center Street/W.Lehigh Street&New Street(Bethlehem)15.Market Street&S.River Street(Wilkes-Barre)Underlined intersections case studies can be found in Chapter 5.SMART INTERSECTIONS REPORT9Executive SummaryThe appendix of this report contains a fact sheet for each intersection analyzed in this study.The fact sheets provide A breakdown of the critical events identified at the intersection;A visualization of how critical events fluctuate over time of day;Demographics of the critical events,such as the percentage of events involving pedestrians versus bicyclists as well as the movement of vehicles involved in critical events;and Key takeaways specific to the intersection.Vehicle Conflicts with PedestriansVehicle Conflicts with Bicycles94%of all critical events6)%vehicle left turn35%vehicle through36%vehicle right turn32%vehicle left turn37%vehicle through31%vehicle right turnof all critical events10Pennsylvania Department of Transportation CHAPTER 1CAPTURING INCIDENTS ON VIDEOVideo monitoring provides important and useful data on traffic volumes,speed,and near-crash conflict indicators.HOW DOES VIDEO MONITORING WORK?The team collected one week of videos at each site,and computer software identified events involving interactions between VRUs and vehicles.For each event,the software program automatically recorded user speed,location,and movements along with the time of the event and the events PET.The software also tabulated information about total volumes by user type and the speed,movement,and location of each road user,whether they were involved in an event or not.SMART INTERSECTIONS REPORT11Chapter 1ANALYSISThe research team looked at the speed data to determine if users followed typical behavior patterns.Key FindingsVehicle speeds showed that vehicle users met typical expectations:Key Findings 10 percent of pedestrians and 12 percent of bicyclists who interact with other road users are involved in critical events.About one-third of pedestrians involved in critical events interact with right-turning vehicles(35 percent)and one-third interact with through vehicles(36 percent).Similarly,about one-third of bicycles involved in critical events interact with left-turning vehicles(33 percent)and about one-third interact with through vehicles(39 percent).No common features were identified among intersections with the highest critical event rates per 10,000 pedestrians.The research team also looked for connections between Confirmed conflict counts Critical event counts User volumes User speeds User movements(left turns,right turns,or through movements)Intersection features such as land use,number of lanes,left-turn phasing,permissibility of right turn on red,presence of trails,presence of channelized turn lanes Event and conflict time of day Vehicle speeds were lower in college environments compared to urban and suburban environments.Across all three land use contexts,left-and right-turning vehicle speeds were lower than through-vehicle speeds.Across all three land use contexts,vehicle speeds were lower than the posted speed limits.The vehicle speeds increased as the posted speed limit increased,among intersection approaches.12Pennsylvania Department of Transportation Are some types of critical events more likely to be confirmed conflicts?Not all critical events are confirmed conflicts.The team reviewed 100 critical events at each intersection to determine which were confirmed conflicts.Using this information,the team then analyzed the relationship between critical events and confirmed conflicts.By understanding the link between critical events and confirmed conflicts,engineers can better draw conclusions about the intersection from computer-generated critical event data alone,without the time-intensive process of visually identifying each conflict.Key Findings On average across all intersections,five percent of critical events resulted in confirmed conflicts(standard deviation of two percent).Therefore,for every 20 critical events,you can expect one confirmed conflict.One outlier site,Broad and Washington in Philadelphia,had a confirmed conflict rate of 28 percent.This sites unusually high pedestrian road-user volumes(42 percent)may account for the higher confirmed conflict rate.We did not observe an increased rate of confirmed conflicts by movement type.For example,a right-turn critical event is no more likely to be a confirmed conflict than a through-movement or left-turn critical event.CHAPTER 2CONNECTING CRITICAL EVENTS TO CONFIRMED CONFLICTSSMART INTERSECTIONS REPORT13Chapter 2Key TermsCritical Events have a PET of three seconds or less.Confirmed Conflicts are critical events that have been reviewed by an engineer and deemed a conflict given the involved road users proximity,evasive action,and awareness.3 3seconds or lessCRITICALEVENT14Pennsylvania Department of Transportation What can confirmed conflicts tell practitioners about potential crash issues?For each intersection,the team compared one week of confirmed conflict data to five years of crash data to understand how well confirmed conflicts can predict crash patterns.Key FindingsThe presence of at least one confirmed conflict in a one-week study period indicates you will more likely see a crash at the same intersection within a five-year period.1 About 75 percent of the intersections with confirmed vehicle-pedestrian conflicts during the one-week study period had a vehicle-pedestrian crash over the five-year study period.About 60 percent of the intersections with confirmed vehicle-bicycle conflicts during the one-week study period had a vehicle-bicycle crash over the five-year study period.There is a connection between the location of the crash and the location of the confirmed conflict.If a confirmed conflict was observed in a specific zone at a given intersection,there was about a 60 percent chance of seeing a crash in the same zone over the fiveyear study period.CHAPTER 3USING CONFIRMED CONFLICT DATA TO INFORM POTENTIAL CRASH ISSUESSMART INTERSECTIONS REPORT15Chapter 32A vehicles maneuver in a confirmed conflict is highly indicative of a vehicles maneuver in a crash at the same intersection.3An increase in confirmed conflicts at an intersection in the one-year study period did not result in an increased likelihood or higher count of crashes at that intersection over the five-year period.Figure:Illustration of four zones at each intersectionNINE INTERSECTIONS had a crash involving a left-turning vehicle and a VRU;eight of these intersections had a confirmed conflict between a left-turning vehicle and VRU.NINE INTERSECTIONS had a crash involving a through-moving vehicle and a VRU;all nine of these intersections had a confirmed conflict between a through-vehicle and a VRU.TWO INTERSECTIONS had crashes involving a right-turning vehicle and a VRU;both of these intersections had a confirmed conflict between a right-turning vehicle and a VRU.16Pennsylvania Department of Transportation How can critical event data be used to evaluate intersections and countermeasures?Conflict data can help agencies rapidly select and evaluate low-cost countermeasures as a first line of defense.If greater improvement is still needed,agencies can quickly respond with additional countermeasures.HOW CAN CONFLICT DATA BE USED TO EVALUATE INTERSECTIONS?Even though technology exists to measure and flag unsafe interactions between road users,identifying confirmed conflicts within that data is still a manual and time-consuming process.When evaluating VRU safety at intersections,agencies can instead use critical events as surrogates for crashes.Crashes are rare enough that their patterns can be difficult to spot.Critical events,however,happen often enough to reveal recurring issues between VRUs and vehicles.Detecting events that could ultimately result in a crash helps agencies intervene before crashes happen.CHAPTER 4USING CRITICAL EVENT DATA FOR RAPID COUNTERMEASURE EVALUATIONUndisturbed FlowOther InteractionsPotential EventsCritical EventsConfirmed ConflictsCrashes Fatal Suspected Serious Injury Suspected Minor Injury Possible Injury Injury Unknown Severity Unknown if Injured PDOSMART INTERSECTIONS REPORT17Only looking for crashes obscures the size of the problem.Chapter 4STEP1STEP218Pennsylvania Department of Transportation PROCESS Conduct a one-week conflict assessment between vehicles and VRUs.Evaluate the critical events using the following rules:For every 20 critical events,its likely one would be considered a confirmed conflict by an engineer.If there are more than 20 critical events at an intersection and the intersection remains unchanged,it is more likely a crash has happened or will happen within a five-year period.2 If a high critical event count(more than 20)is clustered in an intersection zone,it is more likely a crash will happen,or has happened,in the same zone.Chapter 42 This rule is solely based on key finding#1:“The presence of at least one confirmed conflict in a one-week study period indicates you will more likely see a crash at the same intersection within a five-year period”(see chapter 3).STEP3STEP4STEP5SMART INTERSECTIONS REPORT19Evaluate critical event data from the after period one-week assessment,selecting and installing additional countermeasures if needed.Conduct a one-week conflict assessment between vehicles and VRUs.This can happen as soon as road users have become accustomed to the new environment.Identify,select,and install countermeasures.Chapter 420Pennsylvania Department of Transportation CENTER STREET/W LEHIGH STREET AND NEW STREET Bethlehem,PAREASON FOR SELECTING THE LOCATION In June 2021,the signalization for northbound right-turning vehicles from New Street to Center Street was modified to include a flashing yellow arrow with the standard red,yellow,and green arrows.We conducted a before-and-after study to determine whether conflict patterns and safety performance changed at this intersection.The study period covered the seven days before and after the implemented change.In the figures below,youll see the intersection and the road user trajectories.The accompanying table shows the average hourly volumes for drivers,pedestrians,and bicyclists.Average Hourly VolumesDriverLeft TurnDriverThroughDriverRight TurnPedestrianBicycle8905371,2605019BEFORE AND AFTERCHAPTER 5CASE STUDIESReal world examples of how the conflict data evaluation process worksChapter 5SMART INTERSECTIONS REPORT21WHAT DOES THE DATA SHOW?SEVERITYThe severity of the interactions at this intersection can be classified based on the post encroachment time(PET)and speed values.Remember:A lower PET indicates a situation in which a crash was more likely to occur because of the interaction.PETs below 3 seconds are critical events,as the average road user perception-reaction time is 2.5 seconds(1.5 seconds of which is perception time and 1.0 second is reaction time).PETs greater than 5 seconds,are generally considered interactions.1 According to Fuller,the probability of a fatal pedestrian injury involving a driver at 20 mph,30 mph,and 40 mph vehicle speeds,is 5 percent,45 percent,and 85 percent,respectively.2 Interactions observed during the analysis period are represented by points in the figure below.Color coding indicates the PET values for different events.1 For more on the average road user perception time,see The American Association of State Highway and Transportation Officials(AASHTO),A Policy on Geometric Design of Highways and Streets,7th Edition(2018),https:/store.transportation.org/item/collectiondetail/180?AspxAutoDetectCookieSupport=1.2 Fuller,R.,et al.Impact of speed change on estimated journey time:Failure of drivers to appreciate relevance of initial speed.Accident Analysis&Prevention 41.1(2009):1014.Critical EventsCritical EventsPotential EventsPotential EventsOther InteractionsOther Interactions22Pennsylvania Department of Transportation EVENT DISTRIBUTIONA total of 562 pedestrian events occurred at this intersection in the before period and 450 occurred in the after period.Of these,35(6 percent)in the before period and 38(8 percent)in the after period were critical events.Similarly,a total of 291 bicycle events occurred at this intersection in the before period and 128 bicycle events occurred in the after period.Of these,31(11 percent)in the before period and 19(15 percent)in the after period were critical events.CRITICAL EVENT RATEOverall,from the before period to the after period,the temporal distribution of the critical event rate is consistent.Before Period xThe pedestrian critical event rate is higher from 10 a.m.to noon and from 6 to 10 p.m.than during other time periods.xThe bicycle critical event rate is higher from 2 to 7 p.m.than during other time periods.After Period xThe pedestrian critical event rate is higher from noon to 2 p.m.and 5 to 7 p.m.than during other time periods.xThe bicycle critical event rate is higher from 1 to 7 p.m.than during other time periods.VEHICLE SPEEDS For all events,the vehicle speeds for right turns decreased in the after period(14 mph)when compared to the before period(17 mph).For critical events and other interactions(PET 5.0 sec),the vehicle speeds for through movements increased in the after period(17 mph)compared to the before period(13 mph).However,the speeds remained consistent for potential events(3 sec PET 20More likely that a crash will occur(or has occurred)at this intersection over a five-year period.20 CRITICAL EVENTSNB right turnTherefore,it is more likely that a resulting crash(or a historic crash)will be present in that zone of the intersection.SMART INTERSECTIONS REPORT25STEP 4Conduct a 1-week conflict assessment between vehicles,pedestrians,and bicyclists.Approximately 6 weeks after the installation of the flashing yellow arrow,another 1-week conflict assessment was conducted.STEP 5Evaluate after period assessment,selecting and installing additional countermeasures as necessary.Step 5.1For every 20 critical events,its likely that one such event would be considered a confirmed conflict by an engineer.Step 5.2If more than 20 critical events are present at an intersection,it is more likely that at least one crash will occur(or has occurred)over a five-year period if no changes are made to the intersection.Step 5.3If a high count of critical events(20)is clustered in an intersection zone,it is more likely that a resulting crash(or a historic crash)will be present in the same zone.While the rate of conflicts between pedestrians and NB right-turning vehicles decreased after installation of the flashing yellow arrow,there is still an elevated count of critical events(20).Therefore,it is more likely that a resulting crash(or a historic crash)will be present in that zone of the intersection.Additional potential countermeasures for consideration at the northbound right turn include:Prohibiting right turn on red(RTOR)may be considered at this intersection.xPart time RTOR prohibitions,especially during morning and afternoon peak hours,may be sufficient to address some of these events given the temporal distribution of the events.xSigns should be clearly visible to right-turning drivers stopped in the curb lane at the crosswalk.xSigns cost about$200$500 each,electronic signs costs may go up to$3,000$5,000.A leading pedestrian interval could be considered in conjunction with the flashing yellow arrow.xPedestrians could be given the walk signal about three seconds before parallel traffic is given a green light.xSignal changes cost$5,000$10,000CRITICAL EVENTS38 pedestrian18 bicycleCONFIRMED CONFLICTS2 pedestrian20More likely that a crash will occur(or has occurred)at this intersection over a five-year period.26Pennsylvania Department of Transportation CENTRE AVENUE AND PENN AVENUE Pittsburgh,PAREASON FOR SELECTING THE LOCATION This intersection had a high share of pedestrians and had a disproportionate number of critical events with right-turning vehicles.Pedestrian volumes are about 10 percent of the total vehicle volumes.xIt has the sixth highest count of pedestrian critical events across all intersections.Intersection has the fourth highest count of pedestrian critical events with right-turning vehicles across all intersections.Events with right turning vehicles are about four times greater than events with through vehicles in all event groups.In the figures below,youll see the intersection and the road user trajectories.The accompanying table shows the average hourly volumes for drivers,pedestrians,and bicyclists.Average Hourly VolumesDriverLeft TurnDriverThroughDriverRight TurnPedestrianBicycle8812,9261,47738223Chapter 5SMART INTERSECTIONS REPORT27WHAT DOES THE DATA SHOW?SEVERITYThe severity of the interactions at this intersection can be classified based on the post encroachment time(PET)and speed values.Remember:A lower PET indicates a situation in which a crash was more likely to occur because of the interaction.PETs below 3 seconds are critical events,as the average road user perception-reaction time is 2.5 seconds(1.5 seconds of which is perception time and 1.0 second is reaction time).PETs greater than 5 seconds,are generally considered interactions.1According to Fuller,the probability of a fatal pedestrian injury involving a driver at 20 mph,30 mph,and 40 mph vehicle speeds,is 5 percent,45 percent,and 85 percent,respectively.2 Interactions observed during the analysis period are represented by points in the figure below.Color coding indicates the PET values for different events.1 For more on the average road user perception time,see The American Association of State Highway and Transportation Officials(AASHTO),A Policy on Geometric Design of Highways and Streets,7th Edition(2018),https:/store.transportation.org/item/collectiondetail/180?AspxAutoDetectCookieSupport=1.2 Fuller,R.,et al.Impact of speed change on estimated journey time:Failure of drivers to appreciate relevance of initial speed.Accident Analysis&Prevention 41.1(2009):1014.Chapter 5Critical EventsPotential EventsOther Interactions28Pennsylvania Department of Transportation EVENT DISTRIBUTIONOf all the pedestrian events at this intersection,5 percent were critical events,23 percent were potential events,and 72 percent were other interactions.Of all bicycle events,10 percent were critical events,22 percent were potential events,and 68 percent were other interactions.CRITICAL EVENT RATE The pedestrian critical event rate is higher from 3 to 7 p.m.than during other time periods.The bicycle critical event rate is higher from 2 to 4 p.m.and at 8 p.m.than during other time periods.VEHICLE MOVEMENTS BY CROSSWALKThe north-south street is considered to be Centre Avenue and the east-west street is considered to be Penn Avenue.Looking at all 4,778 events in the eastside crosswalk,the NB right turn had 3000 events,and the WB right turn had 742.Of the total 219 critical events in this crosswalk,the NB right turn had 177,and the WB right turn had 20.Of the 91 events in the westside crosswalk,the WB through had 47 events,and the SB right turn had 32 events.This crosswalk had 8 critical events,5 of which occurred in the WB through direction.CRITICAL EVENT RATE BY MOVEMENTChapter 5SMART INTERSECTIONS REPORT29The four movements with the highest conflict rate per movement were the NB left turn,NB right turn,EB right turn,and WB right turn.This intersection has the highest number of critical events and potential events with left-turning and right-turning drivers.In the conflict heat map below,we can see locations in the intersection that have more conflicts with lower PETs(yellow).These lower PET areas are along the path of the left-and right-turning vehicles.Currently,the signal phasing for left-turning drivers on all approaches is protected.RTOR is prohibited for all approaches.Chapter 530Pennsylvania Department of Transportation FIVE STEP PROCESS STEP 1Conduct a 1-week conflict assessment between vehicles,pedestrians,and bicyclists.Completed STEP 2Evaluate the critical events using the following rules:Step 2.1For every 20 critical events,it is more likely that one such event would be considered a confirmed conflict by an engineer.Step 2.2If more than 20 critical events are present at an intersection,its likely that at least one crash will occur(or has occurred)over a five-year period if no changes are made to the intersection.Step 2.3If more than 20 critical events are clustered in an intersection zone,it is more likely that a resulting crash(or a historic crash)will be present in the same zone.Chapter 5CRITICAL EVENTS492 pedestrian47 bicycleCONFIRMED CONFLICTS25 pedestrian3 bicycle20 CRITICAL EVENTSNB right turn,WB right turn,NB through,and SB through movementsTherefore,it is more likely that a resulting crash(or a historic crash)will be present in these zones of the intersection.HISTORIC CRASH DATA(2015-2019)1 pedestrian0 bicycleCRITICAL EVENTS20More likely that a crash will occur(or has occurred)at this intersection over a five-year period.SMART INTERSECTIONS REPORT31STEP 3Identify and install a countermeasure.The following are potential countermeasures for consideration at this location:Prohibiting RTOR and adding a leading pedestrian interval(i.e.,signal changes)can benefit pedestrians while minimizing impact to traffic flow.xPedestrians are given walk signal three seconds before parallel traffic is given a green light.xSignal changes cost$5,000$10,000.STEP 4Conduct a 1-week conflict assessment between vehicles,pedestrians,and bicyclists.While not part of this study,future work could include installing a countermeasure and conducting a follow up assessment.STEP 5Evaluate after period assessment,selecting and installing additional countermeasures as necessary.32Pennsylvania Department of Transportation W COLLEGE AVENUE AND ATHERTON STREET State College,PAREASON FOR SELECTING THE LOCATION This intersection had a high share of pedestrians and a disproportionate number of critical events with left-turning vehicles.Pedestrian volumes are about 32 percent of the total vehicle volume.xThis intersection has the third highest count of pedestrian critical events per 10,000 road users across all intersections.This intersection has the second highest count of pedestrian critical events with left-turning vehicles across all intersections.Events with left-turning vehicles are about two times greater than events with through vehicles in all event groups.In the figures below,youll see the intersection and the road user trajectories.The accompanying table shows the average hourly volumes for drivers,pedestrians,and bicyclists.Average Hourly VolumesDriverLeft TurnDriverThroughDriverRight TurnPedestrianBicycle8153,0271,3081,49913Chapter 5SMART INTERSECTIONS REPORT33WHAT DOES THE DATA SHOW?SEVERITYThe severity of the interactions at this intersection can be classified based on the post encroachment time(PET)and speed values.Remember:A lower PET indicates a situation in which a crash was more likely to occur because of the interaction.PETs below 3 seconds are critical events,as the average road user perception-reaction time is 2.5 seconds(1.5 seconds of which is perception time and 1.0 second is reaction time).PETs greater than 5 seconds,are generally considered interactions.1According to Fuller,the probability of a fatal pedestrian injury involving a driver at 20 mph,30 mph,and 40 mph vehicle speeds,is 5 percent,45 percent,and 85 percent,respectively.2 Interactions observed during the analysis period are represented by points in the figure below.Color coding indicates the PET values for different events.Chapter 51 For more on the average road user perception time,see The American Association of State Highway and Transportation Officials(AASHTO),A Policy on Geometric Design of Highways and Streets,7th Edition(2018),https:/store.transportation.org/item/collectiondetail/180?AspxAutoDetectCookieSupport=1.2 Fuller,R.,et al.Impact of speed change on estimated journey time:Failure of drivers to appreciate relevance of initial speed.Accident Analysis&Prevention 41.1(2009):1014.Critical EventsPotential EventsOther Interactions34Pennsylvania Department of Transportation EVENT DISTRIBUTIONOf all the pedestrian events at this intersection,8 percent were critical events,29 percent were potential events,and 63 percent were other interactions.Similarly,of all bicycle events,11 percent were critical events,25 percent were potential events,and 64 percent were other interactions.CRITICAL EVENT RATE The pedestrian critical event rate is high throughout the day and night.It is higher from 9 a.m.to 12 a.m.and at 2 a.m.than during other time periods.The bicycle critical event rate is higher from 10 a.m.to 8 p.m.than during other time periods.VEHICLE MOVEMENTS BY CROSSWALKLooking at all 3,619 events in the westside crosswalk,the SB right turn had the most events(2,065),followed by NB left turn(1,045).Of the 320 critical events in this crosswalk,the SB right turn had 177 and the NB left turn had 81.CRITICAL EVENT RATE BY MOVEMENTChapter 5SMART INTERSECTIONS REPORT35The three movements that had the highest critical event rates per movement were the WB left turn,NB left turn,and SB right turn.This intersection has the highest number of critical events and potential events with left-turning and right-turning drivers.In the conflict heat map below,we can see locations in the intersection that have more conflicts with lower PETs(yellow).These lower PET areas are along the NB right movement,eastside crosswalk,and westside crosswalk.Currently,the signal phasing for the left-turning drivers for the SB and WB approaches is permissive.Signal phasing for left-turning vehicles on the NB approach is protected/permissive.RTOR is permitted on all approaches.Chapter 536Pennsylvania Department of Transportation FIVE STEP PROCESS STEP 1Conduct a 1-week conflictassessmentbetweenvehicles,pedestrians,and bicyclists.CompletedSTEP 2Evaluate the critical events using the following rules:Step 2.1For every 20 critical events,it is more likely that one such event would be considered a confirmed conflict by an engineer.Step 2.2If more than 20 critical events are present at an intersection,its likely that at least one crash will occur(or has occurred)over a five-year period if no changes are made to the intersection.Step 2.3If more than 20 critical events are clustered in an intersection zone,it is more likely that a resulting crash(or a historic crash)will be present in the same zone.Chapter 5CRITICAL EVENTS1,438 pedestrian27 bicycleCONFIRMED CONFLICTS72 pedestrian1 bicycle20 CRITICAL EVENTSWB left turn,SB right turn,NB through,NB left turn,SB through,and WB through movementsTherefore,it is more likely that a resulting crash(or a historic crash)will be present in these zones of the intersection.HISTORIC CRASH DATA(2015-2019)4 pedestrian0 bicycleCRITICAL EVENTS20More likely that a crash will occur(or has occurred)at this intersection over a five-year period.SMART INTERSECTIONS REPORT37STEP 3Identify and install a countermeasure.The following are potential countermeasures for consideration at this location:Consider protected left turns for WB and NB movement,especially during the morning and afternoon peak hours.xSignal changes cost$5,000$10,000.Prohibiting RTOR may be considered at this intersection.xPart time RTOR prohibitions,especially during the morning and afternoon peak hours,may be sufficient to address some of these events given their temporal distribution.xSigns should be clearly visible to right-turning drivers stopped in the curb lane at the crosswalk.xSigns cost about$200$500 each,and electronic sign costs may go up to$3,000$5,000.STEP 4Conduct a 1-week conflict assessment between vehicles,pedestrians,and bicyclists.While not part of this study,future work could include installing a countermeasure and conducting a follow up assessment.STEP 5Evaluate after period assessment,selecting and installing additional countermeasures as necessary.38Pennsylvania Department of Transportation HAMILTON STREET AND 17TH STREET Allentown,PAREASON FOR SELECTING THE LOCATION This intersection had a high confirmed conflict ratio despite having geometric features that tend to reduce turning vehicle speeds.9 percent confirmed conflict ratio There are 1.5 times more events with right turning vehicles than events with through vehicles in all event groups.This intersection has a tight turn radius at one or more of the approaches.There is no channelized right-turn lane.In the figures below,youll see the intersection and the road user trajectories.The accompanying table shows the average hourly volumes for drivers,pedestrians,and bicyclists.Average Hourly VolumesDriverLeft TurnDriverThroughDriverRight TurnPedestrianBicycle3062,795522635Chapter 5SMART INTERSECTIONS REPORT39WHAT DOES THE DATA SHOW?One hundred critical events were selected for human observation and review by Rybinski.This intersection had 72 bicycle-and pedestrian-related critical events,and Kittelson selected 64 for human review after removing duplicates and bicycle-pedestrian events that had been falsely categorized by video detection software.Of the 64 events,6 events(9 percent)were categorized as confirmed conflicts by engineering judgment and human review.We could observe no clear pattern as to why the confirmed conflict ratio is higher at this intersection than the other study intersections.However,4 of the 6 confirmed conflicts involved left-or right-turning vehicles,and two of the confirmed conflicts involved SB through movement.SEVERITYThe severity of the interactions at this intersection can be classified based on the post encroachment time(PET)and speed values.Remember:A lower PET indicates a situation in which a crash was more likely to occur because of the interaction.PETs below 3 seconds are critical events,as the average road user perception-reaction time is 2.5 seconds(1.5 seconds of which is perception time and 1.0 second is reaction time).PETs greater than 5 seconds,are generally considered interactions.1According to Fuller,the probability of a fatal pedestrian injury involving a driver at 20 mph,30 mph,and 40 mph vehicle speeds,is 5 percent,45 percent,and 85 percent,respectively.2 Interactions observed during the analysis period are represented by points in the figure below.Color coding indicates the PET values for different events.Chapter 51 For more on the average road user perception time,see The American Association of State Highway and Transportation Officials(AASHTO),A Policy on Geometric Design of Highways and Streets,7th Edition(2018),https:/store.transportation.org/item/collectiondetail/180?AspxAutoDetectCookieSupport=1.2 Fuller,R.,et al.Impact of speed change on estimated journey time:Failure of drivers to appreciate relevance of initial speed.Accident Analysis&Prevention 41.1(2009):1014.Critical EventsPotential EventsOther Interactions40Pennsylvania Department of Transportation EVENT DISTRIBUTIONOf all the pedestrian events,5 percent were critical events,21 percent were potential events,and 74 percent were other interactions.Of all bicycle events,10 percent were critical events,23 percent were potential events,and 67 percent were other interactions.CRITICAL EVENT RATE The pedestrian critical event rate is higher from 7 a.m.to 2 p.m.than during other time periods.The bicycle critical event rate is higher from 3 to 9 p.m.than during other time periods.VEHICLE MOVEMENTS BY CROSSWALKLooking at all 393 events in the eastside crosswalk,the EB through had the most events(204),followed by WB through(99).Of all 7 critical events at this crosswalk,EB through had 2 and WB through had 2.CRITICAL EVENT RATE BY MOVEMENTChapter 5SMART INTERSECTIONS REPORT41The four movements with the highest critical event rate per movement were the WB right turn,NB left turn,SB right turn,and EB right turn.This intersection had the highest number of critical events and potential events with left-and right-turning drivers.In the conflict heat map below,we can see locations at the intersection that have more conflicts with lower PETs(yellow).These critical event areas are along the eastside crosswalk and east legs of the intersection.Currently,the signal phasing for the left-turning drivers on all approaches is permissive,and RTOR is permitted for all approaches.Chapter 542Pennsylvania Department of Transportation FIVE STEP PROCESS STEP 1Conduct a 1-week conflictassessmentbetweenvehicles,pedestrians,and bicyclists.CompletedSTEP 2Evaluate the critical events using the following rules:Step 2.1For every 20 critical events,its likely that one such event would be considered a confirmed conflict by an engineer.Step 2.2If more than 20 critical events are present at an intersection,it is more likely that at least one crash will occur(or has occurred)over a five-year period if no changes are made to the intersection.Step 2.3If more than 20 critical events are clustered in an intersection zone,it is more likely that a resulting crash(or a historic crash)will be present in the same zone.Chapter 5CRITICAL EVENTS62 pedestrian10 bicycleCONFIRMED CONFLICTS3 pedestrian1 bicycle20 CRITICAL EVENTShas not occurred at this intersection for any movement.HISTORIC CRASH DATA(2015-2019)10 pedestrian1 bicycleCRITICAL EVENTS20More likely that a crash will occur(or has occurred)at this intersection over a five-year period.SMART INTERSECTIONS REPORT43STEP 3Identify and install a countermeasure.The following are potential countermeasures for consideration at this location:Prohibiting RTOR may be considered at this intersection.xPart time RTOR prohibitions,especially during the morning and afternoon peak hours,may be sufficient to address some of these events given their temporal distribution.xSigns should be clearly visible to right-turning drivers stopped in the curb lane at the crosswalk.xSigns cost about$200$500 each,and electronic sign costs may go up to$3,000$5,000.Prohibiting RTOR and adding a leading pedestrian interval(i.e.,signal changes)can benefit pedestrians while minimizing impact to traffic flow.xPedestrians are given walk signal about three seconds before parallel traffic is given a green indication.xSignal changes cost$5,000$10,000.Consider protected left-turn phasing,especially during the morning and afternoon peak hours.xSignal changes cost$5,000$10,000.STEP 4Conduct a 1-week conflict assessment between vehicles,pedestrians,and bicyclists.While not part of this study,future work could include installing a countermeasure and conducting a follow up assessment.STEP 5Evaluate after period assessment,selecting and installing additional countermeasures as necessary.44Pennsylvania Department of Transportation BIGELOW BOULEVARD AND BAYARD STREET Pittsburgh,PA REASON FOR SELECTING THE LOCATION In 2021,a leading pedestrian interval was introduced to phase 4 for pedestrians crossing Bigelow Boulevard.We conducted a before-and-after study to determine whether conflicts and safety performance changed at this intersection.The study period included the seven days before and the seven days after the implemented change.Two days in the after period had periods of snow,and we analyzed these days separately.In the figures below,youll see the intersection and the road user trajectories.The accompanying table shows the average hourly volumes for drivers,pedestrians,and bicyclists.Average Hourly VolumesDriverLeft TurnDriverThroughDriverRight TurnPedestrianBicycle 231 395 829 23 5 BEFORE AND AFTERChapter 5Chapter 5SMART INTERSECTIONS REPORT45WHAT DOES THE DATA SHOW?SEVERITYThe severity of the interactions at this intersection can be classified based on the post encroachment time(PET)and speed values.Remember:A lower PET indicates a situation in which a crash was more likely to occur because of the interaction.PETs below 3 seconds are critical events,as the average road user perception-reaction time is 2.5 seconds(1.5 seconds of which is perception time and 1.0 second is reaction time).PETs greater than 5 seconds,are generally considered interactions.1According to Fuller,the probability of a fatal pedestrian injury involving a driver at 20 mph,30 mph,and 40 mph vehicle speeds,is 5 percent,45 percent,and 85 percent,respectively.2 Interactions observed during the analysis period are represented by points in the figure below.Color coding indicates the PET values for different events.1 For more on the average road user perception time,see The American Association of State Highway and Transportation Officials(AASHTO),A Policy on Geometric Design of Highways and Streets,7th Edition(2018),https:/store.transportation.org/item/collectiondetail/180?AspxAutoDetectCookieSupport=1.2 Fuller,R.,et al.Impact of speed change on estimated journey time:Failure of drivers to appreciate relevance of initial speed.Accident Analysis&Prevention 41.1(2009):1014.Critical EventsPotential EventsOther InteractionsCritical EventsPotential EventsOther Interactions46Pennsylvania Department of Transportation EVENT DISTRIBUTIONA total of 1,062 pedestrian events occurred at this intersection in the before period,and 1,487 occurred in the after period.Of the pedestrian events in the after period,758 occurred on days with no snow,and 729 occurred on days with snow.Of the 1,062 pedestrian events in the before period,73(7 percent)were critical events.Of the 1,487 pedestrian events in the after period,47(3 percent)were critical events on days with no snow,and 33(2 percent)were critical events on days with snow.This intersection had 87 bicycle events in the before period and 75 events in the after period.Of the after-period events,44 occurred on days with no snow and 31 occurred on days with snow.Of the total bicycle events,26(30 percent)were critical events in the before period and 10(13 percent)were critical events in the after period.CRITICAL EVENT RATE For days with no snow,the temporal distribution of the critical event rate is consistent between the before and after period.On days with snow,events were more concentrated in the daytime.Before Period xThe pedestrian critical event rate is higher from 10 a.m.to noon and from 6 to 10 p.m.than during other time periods.xThe bicycle critical event rate is higher from 8 to 10 a.m.than during other time periods.After Period xOn days with no snow,the pedestrian critical event rate was higher from 5 to 9 a.m.and from 4 to 6 p.m.than during other time periods.On days with snow,the pedestrian critical event rate was higher from 1 to 5 p.m.xOn days with no snow,the bicycle critical event rate was higher from 7 to 10 a.m.and from 2 to 5 p.m.than during other time periods.On days with snow,the bicycle critical event rate was higher from 1 to 4 p.m.VEHICLE SPEEDS During the after period,vehicle speeds for right turns increased slightly from 11 mph during the before period to 12 mph on days with no snow and to 13 mph on days with snow.During the after period,vehicle speeds for through movements for EB and WB directions decreased.In the before period,these vehicle speeds were measured at 25 mph;in the after period,vehicChapter 5SMART INTERSECTIONS REPORT47Chapter 5CRITICAL EVENT RATE BY MOVEMENTThe two movements with the highest critical event rate per movement during the before period were the WB right turn and EB left turn.During the after period,on days with no snow,the conflict rate decreased for EB left turn,EB through,and SB left turn.On days with snow,the conflict rate decreased for EB left turn and EB through turn.The greatest difference in conflict rates per movement between before and after periods was observed for the WB right turn.While the number of conflicts in the after period(14)stayed about the same as the number of conflicts during the before period(11),this intersection had a decrease in pedestrian volume in the after period,which increased the conflict rate.48Pennsylvania Department of Transportation FIVE STEP PROCESS STEP 3Identify and install a countermeasure.Prior to collection of the before data,the City of Pittsburgh selected the installation of a leading pedestrian interval for phase 4 for pedestrians crossing Bigelow Boulevard at the stem of the T-intersection.STEP 1Conduct a 1-week conflict assessment between vehicles,pedestrians,and bicyclists.Completed STEP 2Evaluate the critical events using the following rules:Step 2.1For every 20 critical events,its likely that one such event would be considered a confirmed conflict by an engineer.Step 2.2If more than 20 critical events are present at an intersection,it is more likely that at least one crash will occur(or has occurred)over a five-year period if no changes are made to the intersection.Step 2.3If more than 20 critical events are clustered in an intersection zone,it is more likely that a resulting crash(or a historic crash)will be present in the same zone.Chapter 5CRITICAL EVENTS73 pedestrian26 bicycleCONFIRMED CONFLICTS4 pedestrian1 bicycle20 CRITICAL EVENTSEB left turn and SB right turnTherefore,it is more likely that a resulting crash(or a historic crash)will be present in these zones of the intersection.HISTORIC CRASH DATA(2015-2019)0 pedestrian0 bicycleCRITICAL EVENTS20More likely that a crash will occur(or has occurred)at this intersection over a five-year period.SMART INTERSECTIONS REPORT49STEP 4Conduct a 1-week conflict assessment between vehicles,pedestrians,and bicyclists.Approximately six weeks after the installation of the leading pedestrian interval,we conducted another 1-week conflict assessment.STEP 5Evaluate after period assessment,selecting and installing additional countermeasures as necessary.Step 5.1For every 20 critical events,its likely that one such event would be considered a confirmed conflict by an engineer.Step 5.2If more than 20 critical events are present at an intersection,it is more likely that at least one crash will occur(or has occurred)over a five-year period if no changes are made to the intersection.Step 5.3If a high count of critical events(20)is clustered in an intersection zone,it is more likely that a resulting crash(or a historic crash)will be present in the same zone.While the rate of conflicts between pedestrians and vehicles decreased for the EB left turn,there is still an elevated count of critical events(20).Therefore,it is more likely that a resulting crash(or a historic crash)will be present in that zone of the intersection.Additional potential countermeasures for consideration at the NB right turn include:Consider protected left turns for EB left turn movement,especially during the morning and afternoon peak hours.xSignal changes cost$5,000$10,000 Prohibiting RTOR may be considered at this intersection.xPart time RTOR prohibitions,especially during the morning and afternoon peak hours,may be sufficient to address some of these events given their temporal distribution.xSigns should be clearly visible to right-turning drivers stopped in the curb lane at the crosswalk.xSigns cost about$200$500 each,and electronic sign costs may go up to$3,000$5,000.CRITICAL EVENTS80 pedestrian10 bicycleCONFIRMED CONFLICTS4 pedestrian20More likely that a crash will occur(or has occurred)at this intersection over a five-year period.50Pennsylvania Department of Transportation CHAPTER 6FACT SHEETS12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETE College Ave&S Garner St/Shortlidge Rd State CollegeKey Takeaways5%Confirmed conflict ratePedestrians are the dominant roadway users,common to a college siteUnusually high percentage of critical events with through vehicles suggests low right-of-way complianceCOLLEGECritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume17&W%3%1S Garner St/Shortlidge RdS Garner St/Shortlidge RdE College AveE College AvePedestrian Critical Event Rate by Time of Day700700100100200200300300400400500500600600620around 10:00AM53%Pedestrian47%Vehicle1%Bicycle2210 01475111425818133618330152Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETN Atherton St&Blue Course Dr/Clinton Ave State CollegeKey Takeaways4%Confirmed conflict rateEastbound vehicles involved in more than half of critical eventsRight turning vehicles involved in more than half of critical eventsSUBURBANCritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume37%3%511around 12:00PM1%Pedestrian99%Vehicle1%Bicycle2 24 46 68 810101212Clinton AveClinton AveN Atherton St&Blue Course DrN Atherton St&Blue Course Dr0 072422111151423Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETN Front St&Forster St HarrisburgKey Takeaways8%Confirmed conflict rateRelatively high percentage of critical events involve bicyclesMore than half of critical events involve westside crosswalk suggesting trail users are particularly impactedURBAN Critical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume12f%646Forster StN Front StN Front St175%Pedestrian93%Vehicle3%Bicycle141416162 24 46 68 810101212141340231610 015around 7:00PM112Forster StNumber of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETW Baltimore Ave&S Orange St MediaKey Takeaways2%Confirmed conflict rateMore than half of critical events occur along eastside and westside crosswalksCritical events between northbound through bicycles and southbound left vehicles overrepresentedSUBURBANCritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume348(%7%S Orange StS Orange StW Baltimore AveW Baltimore Ave5 5101015152020252530303%Pedestrian96%Vehicle1%Bicycle26around 6:00PM12171140 07211014214954Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETCentre Ave&Penn Ave PittsburghKey Takeaways4%Confirmed conflict rateNorthbound and westbound right turn vehicles involved in more than half of critical eventsMost right turning involved critical events occur in the second crosswalk the vehicle passes throughURBAN Critical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection VolumeINTERSECTION FACT SHEET9r%9ntre AveCentre AvePenn AvePenn Ave62around 3:00PM7%Pedestrian93%Vehicle1%Bicycle10102020303040405050707060601314410 04186513283449348261415111Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETW Market St&N River St Wilkes BarreKey Takeaways3%Confirmed conflict rateMore than half of critical events occur between eastbound right turning vehicles and bicyclists or pedestrians in the southside crosswalkBicyclists are overrepresented in critical eventsCOLLEGECritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume13ui%1%Pedestrian99%Vehicle1%Bicycle27around 1:00PM5 510101515202025253030677110415N River StN River StW Market StW Market St0 0256158761216Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETN Negley Ave&Stanton Ave PittsburghKey Takeaways2%Confirmed conflict rateBicyclists are overrepresented in critical eventsRelatively even distribution of critical events across all vehicle movement types compared to other sites in the studyURBAN Critical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume20W6DC%N Negley AveN Negley AveStanton AveStanton Ave26around 1:00PM3%Pedestrian96%Vehicle1%Bicycle5 510101515202025253030115120 0227129724621141081243Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETW College Ave&Atherton St State CollegeKey Takeaways6%Confirmed conflict rateNearly half of critical events involve westbound left turning vehicles and pedestrians in the southside crosswalkNearly three-in-four pedestrians involved in a critical event are in the southside crosswalkCOLLEGECritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume57(%2%W College AveW College AveAtherton StAtherton St1401401601602020404060608080100100120120153around 1:00PM24%Pedestrian76%Vehicle1%Bicycle1921937920 0196991623Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETN Queen St&Orange St LancasterKey Takeaways4%Confirmed conflict rateMore than half of pedestrians involved in critical events are in the northside crosswalkNearly three-in-four critical events involve a through vehicleURBAN Critical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume72(%2%N Queen StN Queen StOrange StOrange St3102089129around 12:00PM23%Pedestrian76%Vehicle1%Bicycle14014020204040606080801001001201200 02131Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETHamilton St&17th St AllentownKey Takeaways9%Confirmed conflict rateHalf of critical events involve a right turning vehicleNearly half of critical events involve a southbound vehicleSUBURBANCritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume16P4th St17th St2%Pedestrian98%Vehicle1%Bicycle5 5101015152020252522around 2:00PM2155641Hamilton StHamilton St0 011112115511Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETHamilton St&4th St AllentownKey Takeaways5%Confirmed conflict rateThree-in-four pedestrians involved in a critical event are in the northside crosswalkSouthbound left turning and westbound right turning vehicles are involved in more than half of critical eventsSUBURBANCritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume47B%2th St4th StHamilton StHamilton St2 24 46 68 8101012121%Pedestrian98%Vehicle1%Bicycle11around 10:00PM0 04113252113Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETMarket St&34th St PhiladelphiaKey Takeaways8%Confirmed conflict rateBicyclists are overrepresented in critical eventsRelatively even distribution of critical events across all vehicle movement types compared to other sites in the studyCOLLEGECritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume377&%N 34th StN 34th St142around 5:00PM16%Pedestrian82%Vehicle1%Bicycle160160140140202040406060808010010012012037841344Market StMarket St0 0232731153718228384175435Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETBigelow Blvd&Bayard St Pittsburgh(before)Key Takeaways3%Confirmed conflict rateMore than half of pedestrians involved in critical events are in northside crosswalkBicyclist-involved critical events are dominated by interactions between eastbound left turning vehicles and westbound right turning bicyclistsCOLLEGECritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume32tS&Qaround 12:00PM2%Pedestrian98%Vehicle1%Bicycle10102020303040405050606024111870 0416Bayard StBayard StBigelow BlvdBigelow BlvdNumber of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETBigelow/Bayard-After(No Snow)Key Takeaways1%Confirmed conflict rate85%of critical events are involved with northside crosswalkBicyclist-involved critical events are dominated by interactions between eastbound left turning vehicles and westbound right turning bicyclistsCOLLEGECritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume48R%0yard StBayard StBigelow BlvdBigelow Blvd3003005050100100150150200200250250250around 5:00PM 19%Pedestrian80%Vehicle1%Bicycle0 0131541013Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETBigelow/Bayard-After (With Snow)Key Takeaways1%Confirmed conflict rate77%of critical events are involved with northside crosswalkBicyclist-involved critical events are dominated by interactions between eastbound left turning vehicles and westbound right turning bicyclistsCOLLEGECritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume44S%3yard StBayard StBigelow BlvdBigelow Blvd2502505050100100150150200200195around 1:00PM 19%Pedestrian80%Vehicle1%Bicycle0 0132111142Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETCritical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection VolumeCenter St/W Lehigh St&New St Bethlehem(before)Key Takeaways5%Confirmed conflict rateMore than half of critical events involve northbound right turning vehiclesRelatively high proportion of users involved in critical events are bicyclists likely due to the influence of the trailURBAN 3Sc4G41313782219around 11:00AM2%Pedestrian97%Vehicle1%Bicycle0 05 5101015152020W Lehigh St&New StW Lehigh St&New StCenter StCenter StNumber of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETCenter St/W Lehigh St&New St Bethlehem(after)Key Takeaways2%Confirmed conflict rateCount of critical events compared to before period remained relatively stable,but proportion of conflicts involving northbound right turning vehicles reduced 10 percentage pointsURBAN Critical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume8gt3%13244317around 12:00PM1%Pedestrian98%Vehicle1%Bicycle0 05 5101015152020W Lehigh St&New StW Lehigh St&New StCenter StCenter St422Number of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles12AM-4AM12AM-4AM4AM-7AM4AM-7AM8PM-12AM8PM-12AM5PM-8PM5PM-8PM7AM-5PM7AM-5PMINTERSECTION FACT SHEETS Broad St&Washington Ave PhiladelphiaKey Takeaways28%Confirmed conflict rate,significantly higher than other sites in this studyMore than half of critical events involved pedestrians in the westside crosswalkRoughly one-in-three motor vehicles involved in a critical event was making a southbound right turnURBAN Critical Event Demographics Left Turn Through Right Turn Pedestrian vs.BicycleIntersection Volume37%Pedestrian88%Vehicle47%3%S Broad StS Broad St30913124121%Bicycle0 05050100100150150200200250250232around 4:00PM17014058776320524389218172121223186Washington AveWashington AveNumber of Critical Events by Maneuver TypeVehicle Conflicts with PedestrianVehicle Conflicts with BicycleVehicleLeft TurnVehicleThroughVehicleRight TurnVehicleLeft TurnVehicleThroughVehicleRight TurnPedestrian Critical Event Rate by Time of DayRate per 10,000 Vehicles
2022-11-14
70页
5星级
An integrated response gives suppliers the resilience to address the urgent pressures facing the aut.
2022-11-14
12页
5星级
Mapping the Future of Autonomous Trucking October 2022 By Brian Collie,Jordan Decker,Jamie Fishman,A.
2022-11-11
16页
5星级
A case study demonstrating cellular IoT value to the transport and logistics industryConnectedTruck .
2022-11-09
20页
5星级
case study demonstrating cellular IoTbusiness value in orchestrating electricvehicle charging stati.
2022-11-09
17页
5星级
罗兰贝格：预见2026：中国行业趋势报告（90页）.pdf
智源研究院：2026十大AI技术趋势报告（34页）.pdf
中国互联网协会：智能体应用发展报告（2025）（124页）.pdf
三个皮匠报告：2025银发经济生态：中国与全球实践白皮书（150页）.pdf
三个皮匠报告：2025中国商业航天市场洞察报告-中国商业航天新格局全景洞察（25页）.pdf
国声智库：全球AI创造力发展报告2025（77页）.pdf
中国电子技术标准化研究院：2025知识图谱与大模型融合实践案例集（354页）.pdf
三个皮匠报告：2025中国情绪消费市场洞察报告（24页）.pdf
中国银行：2026中国高净值人群财富管理白皮书（66页）.pdf
亿欧智库：2025全球人工智能技术应用洞察报告（43页）.pdf
0731-84720580
商务合作：really158d
友链申请 (QQ)：1737380874
最新报告
中英对照
全文搜索
报告精选
PDF上传翻译
多格式文档互转
入驻&报告售卖
会员权益
机构报告
券商研报
财报库
专题合集
英文报告
数据图表
会议报告
其他资源
研报
新质生产力
DeepSeek
低空经济
大模型
AI Agent
AI Infra
具身智能
自动驾驶
宠物
银发经济
人形机器人
企业出海
算力
微短剧
薪酬
白皮书
创新药
行业分析
个股研究
年报财报
IPO招股书
会议纪要
宏观策略
政策法规
其他
人工智能
信息科技
互联网
消费经济
汽车交通
电商零售
传媒娱乐
医疗健康
投资金融
能源环境
地产建筑
传统产业
英文报告
其它
行业聚焦
芯片产业
热点概念
全球咨询智库
人工智能
500强
新质生产力
会议峰会
新能源汽车
企业年报
互联网
公司研究
行业综观
消费教育
科技通信
医药健康
人力资源
投资金融
汽车产业
物流地产
电子商务
传统产业
传媒营销
其它
十五五规划系列报告合集（共48套打包）
2026低空经济/低空产业报告合集（共47套打包）
AI、科技与通信
广告、传媒与营销
消费、零售与支付
HR、文化与旅游
金融、保险与投资
能源、环境与工业
医疗制药与大健康
物流、地产与建筑
其他行业
AI ▪ 科技 ▪ 通信
数字化
金融财经
智能制造
电商传媒
地产建筑
医疗医学
能源化工
其他行业
收藏
下载
2026-02-02
AI查数
行业数据
政策法规
商业模式
产业链
竞争格局
市场规模
产业概述
其它
2026年
AI读财报
年报
一季报
半年报
三季报
IPO招股书
社会责任报告
A股
IPO申报
港股
美股&全球
新三板
微信扫码登录
手机快捷登录
账号登录
