Integrated Congestion Pricing Plan Study Phase II

Integrated Congestion Pricing Plan Study Phase II Focus Groups Summary Prepared for FTE/URS Corporation April 2013 DATA ANALYSIS SOLUTIONS

CONTENTS EXECUTIVE SUMMARY... 1 Key Findings... 2 PURPOSE/OBJECTIVES... 4 STUDY DESIGN AND METHODOLOGY... 4 Focus Group Recruiting and Logistics... 5 Focus Group Participant Profile... 6 Focus Group Discussion Guide... 10 FOCUS GROUP FINDINGS... 11 Tampa Bay Region... 11 Existing Conditions and General Attitudes towards Tolling and Turnpike Facilities... 11 Understanding of Express Lane Alternative... 11 Potential Express Lane Usage and Reactions... 13 General Feedback... 13 Central Florida... 14 Existing Conditions and General Attitudes towards Tolling and Turnpike Facilities... 14 Understanding of Express Lane Alternative... 14 Potential Express Lane Usage and Reactions... 16 General Feedback... 16 South Florida (Palm Beach and Broward)... 17 Existing Conditions and General Attitudes towards Tolling and Turnpike Facilities... 17 Understanding of Express Lane Alternative... 17 Potential Express Lane Usage and Reactions... 19 General Feedback... 19 South Florida (Miami-Dade)... 20 Existing Conditions and General Attitudes towards Tolling and Turnpike Facilities... 20 Understanding of Express Lane Alternative... 20 Potential Express Lane Usage and Reactions... 21 General Feedback... 21 CONCLUSIONS... 22 Resource Systems Group, Inc. April 2013 Integrated Congestion Pricing Plan Study Phase II - Focus Group Summary Page i

EXECUTIVE SUMMARY In early February 2013, over the course of about a week, Florida s Turnpike Enterprise (FTE)/URS and Resource Systems Group, Inc. (RSG) arranged a series of 10 focus groups to obtain qualitative feedback regarding the potential addition of express lanes to Turnpike facilities in South Florida, Central Florida, and the Tampa Bay Region. The focus groups were a part of a joint study by FTE and the Federal Highway Administration (FHWA) to assess the potential for using congestion pricing strategies along the Turnpike. They were designed in part to explore participants reactions to express lanes on the Turnpike system with respect to effectiveness, equity, pricing, perceived value of service and other considerations, and to better understand how individuals will use the express lanes on Florida s Turnpike facilities. This effort included two focus group meetings in Orange County, two focus group meetings in Hillsborough County, one focus group meeting in Palm Beach County, two focus group meetings in Broward County, and three focus group meetings in Miami-Dade County. The focus groups consisted of eight to 10 participants recruited from the general population residing in the study areas as of January 2013. A moderator from RSG led each group in a discussion that addressed the following four main topics: 1. Users overview: What time of day, with what frequency, and in what locations do participants use Turnpike facilities? How do they choose their current travel pattern(s) and why? 2. Existing travel conditions and Turnpike usage: What are participants general opinions of travel conditions (i.e., safety, timeliness, ease of use, reliability, congestion, etc.) on Turnpike facilities? When and where do they experience the most congestion? What is their impression of Turnpike facilities compared to other facilities in the area? 3. Congestion management techniques/express lanes option: The express lanes concept is introduced using a Turnpike-produced video and supporting schematics. Would participants prefer express lanes over an alternative congestion management strategy that raises tolls only in the peak hours across all the lanes? How should toll rates be communicated (i.e. via the internet, roadway signage, etc.)? 4. Feedback/reactions: What are participants reactions to the express lanes concept? What kind of signs and delineation techniques would they prefer? Would participants change their travel patterns, mode choice, etc. if express lanes were implemented? Would participants utilize transit buses if they provided access to the express lanes? April 2013 Page 1

Key Findings The key findings from the focus groups are: Existing Conditions and General Attitudes towards Tolling and Turnpike Facilities There was near-universal agreement that the Turnpike facilities provide a much better travel experience than other facilities in the area. In the Tampa Bay region, frequent Turnpike users expressed frustration with levels of congestion on the Veterans Expressway but almost all others around the state found Turnpike s facilities to be better than other highways in terms of congestion, ease of use, and safety. I-95 was disliked by most of the participants in South Florida region. The main problems mentioned were severe peak hour congestion, dangerous weaving of traffic, and the location of certain exits. Several participants suggested removing toll plazas in order to minimize weaving and risky lane changing behavior. Most participants were not actively opposed to tolling (except in Central Florida where some participants said that there are too many tolls in the region) and nearly all agreed it was reasonable to collect tolls to pay for the roads. However, most indicated that they avoid paying tolls when same travel conditions exist on alternate routes or when they are traveling in off-peak periods. A majority of participants said that they take alternate routes rather than changing their departure time in order to avoid congestion. Drivers without SunPass admitted that not having a transponder can be inconvenient at times. After being told about the costs and benefits of SunPass from other focus group participants, most participants who did not currently have one said that they would likely acquire one in the future. About half of the participants do not realize they pay less with SunPass. Also, about half do not know how much they are paying in tolls. Continuous construction on Turnpike facilities and other toll roads in the study regions was an issue that participants highlighted frequently. Outside of Miami-Dade County, current transit services were generally not viewed as good or viable travel alternatives. In Miami-Dade County, several participants particularly in the bilingual group indicated support of more comprehensive transit services to complement highway expansion. Understanding of Express Lane Alternative Participants liked the express lanes concept for the most part, especially when its benefits were explained in the video and by the moderator. When presented with an alternative congestion management strategy that would raise tolls across all Turnpike lanes during peak periods, the vast majority of the participants preferred having a choice and thus favored express lanes over the option of raising tolls across all lanes. Some participants expressed concern that the express lanes could be confusing for tourists and travelers from other areas. Numerous participants expressed concern that entering and exiting the express lanes may not be convenient and drivers may have a difficulty moving from the express lanes into the general purpose lanes. April 2013 Page 2

Participants had mixed opinions about the best lane delineation techniques. Participants generally felt that information about the express lane section should be provided well in advance of the entry point to give drivers ample time to consider their travel options and decide based on that information. A clear majority preferred two express lanes over a single express lane. Participants who have used express lanes on I-95 had mixed opinions. Some found them highly beneficial for their travel. Others reported less pleasant experiences. Common issues highlighted were lack of information about exits, inadequate shoulder widths, aggressive and speeding drivers in the lanes, and unsettling delineators. Potential Express Lane Usage and Reactions Nearly all participants agreed that their travel behavior would not change per se with the introduction of express lanes. Three groups of express lane users could be identified from the discussion: 1. The Adversaries - A very small percentage of participants who said that they would never use them, primarily because they are against the idea or against any toll increases. 2. The Intermittents - A substantial percentage of participants who would use the express lanes sporadically, primarily for urgent trips or at other times when needed. 3. The Regulars - A smaller percentage of participants who would use the express lanes consistently as long as they make economic sense. This group mostly consisted of drivers who saw value in travel time savings and reliability offered by express lanes. Participants in the Miami-Dade bilingual group suggested that a more holistic approach including expanded public transit is needed rather than just increasing capacity on existing roads. General Feedback Nearly all participants opposed allowing large commercial trucks on the express lanes. A separate truck lane was proposed by several participants. Nearly all participants agreed that proper signs for the express lanes are absolutely essential. It was suggested that the signs should start appearing well before the express lanes begin. Participants indicated they would like to see some of the following information on the signs: Exit locations Amount of toll (for both the express lanes and the general toll lanes) Expected travel time (or time savings) on the express lanes When asked, participants like the idea of making SunPass purchases more accessible by allowing them to be used immediately after purchase. While the bilingual group was in favor of allowing express buses in the express lanes, only a handful of drivers in all other groups advocated the use of public transit on the express lanes. The express lanes video was well received by most of the participants. The main recommendations were: Discussion on how the entry and exit points would work in the express lanes More specific instructions on how pricing would work for the express lanes and specifically about the range of prices that would likely be used. April 2013 Page 3

PURPOSE/OBJECTIVES Reflecting the desires of Florida s Turnpike Enterprise (FTE)/URS to conduct a qualitative study as a component of the Integrated Congestion Pricing Plan study, the focus groups sought to achieve the following objectives: Understand participant s current travel patterns and general attitudes towards tolling and Turnpike facilities. Educate participants about the purpose of the Integrated Congestion Pricing Plan (ICPP) and to explain and discuss with them the concept of express lanes. Explore participants reactions to potential express lanes on the Turnpike, including, but not limited to, effectiveness, equity, opportunities, pricing, perceived value of service and other considerations. Determine participants likely usage of express lanes. STUDY DESIGN AND METHODOLOGY This study was designed as qualitative research to identify traveler s reactions to the express lanes concept on Florida s Turnpike facilities. The responses may indicate broadly whether people are reacting positively or negatively to issues regarding current conditions and potential future policies on Florida s Turnpike facilities in South Florida, Central Florida, and the Tampa Bay Region. However, the comments and opinions expressed are not necessarily representative of the general public in the respective areas and the findings of this report, taken from a relatively small sample of residents, may not be applicable for generalization. April 2013 Page 4

Focus Group Recruiting and Logistics RSG conducted 10 one and a half to two-hour focus groups with eight to 10 participants in each group. The focus group meetings were conducted at market research fieldwork facilities in South Florida (Miami-Dade County, Broward County, and Palm Beach County), Central Florida (Orange County), and the Tampa Bay region (Hillsborough County). These focus groups occurred over the course of six consecutive evenings from February 4 through February 9, 2013. Two focus group meetings were conducted in Hillsborough, Orange, Miami-Dade, and Broward Counties. The first focus group meeting at each location was comprised of frequent Turnpike users (defined as using a Turnpike facility two or more times per week) while the second focus group was comprised of infrequent Turnpike users (defined as using a Turnpike facility one time per week or less). A single focus group was conducted in Palm Beach County that contained both frequent and infrequent Turnpike users. A third focus group was conducted in Miami-Dade County that included bilingual residents (comfortable speaking both English and Spanish). This group was also comprised of both frequent and infrequent Turnpike users. Figure 1 summarizes the locations and times for the 10 focus groups. Figure 1: Focus Group Logistics Date Location Time/Group Monday, February 4 Tuesday, February 5 Wednesday, February 6 Thursday, February 7 Friday, February 8 Saturday, February 9 AccuData Market Research - 3815 W. Humphrey Street, Suite 105, Tampa, FL 33614 AccuData Market Research - 520 North Semoran Blvd., Suite 100, Orlando, FL 3280 Field & Focus - 4020 S 57th Ave, Lake Worth, FL 33463 Mars Research - 6365 NW 6th Way, Suite 150, Fort Lauderdale, FL 33309 Miami Market Research - 6840 SW 40 ST, Suite 201A, Miami, FL 33155 Miami Market Research - 6840 SW 40 ST, Suite 201A, Miami, FL 33155 6:00 pm - Frequent Users 8:00 pm - Infrequent Users 6:00 pm - 8:00 pm - Frequent Users Infrequent Users 6:30 pm Frequent/Infrequent Users 6:00 pm - 8:00 pm - Frequent Users Infrequent Users 6:00 pm - 8:00 pm - Frequent Users Infrequent Users 2:00 pm Bilingual Group The discussions were conducted in English and the respective fieldwork facilities recruited the participants based on screening guides that were prepared for each study region. The focus group participants were recruited from the general population residing in each of the respective study areas as of January 2013. The specific recruiting criteria are shown in Figure 2. Within each of these focus groups, the fieldwork facilities worked to recruit a rough balance of participants by gender, age, education, and income. Consideration was also given to include public transportation users and residents who travel on Turnpike facilities in both peak and offpeak time periods. Participants were asked to arrive 15 minutes early for their group to check-in. They were provided with refreshments and snacks. Participants received a $75 incentive for their time with the exception of participants in Miami-Dade County who received $100. April 2013 Page 5

Figure 2: Focus Groups Classification Frequent users of Florida's Turnpike facilities Reside in the respective study areas Have a valid driver s license Use Turnpike facilities at least 2-3 times a week (mostly SunPass/E-Pass users) Infrequent users of Florida's Turnpike facilities Reside in the respective study areas Have a valid driver s license Use Turnpike facilities at least 1 time per month but not more than 1 time per week (mostly pay by cash/video) Bilingual group including both frequent and infrequent users of Florida's Turnpike facilities (one group only) Reside in Miami Have a valid driver s license Use Turnpike facilities at least 1 time per month Comfortable speaking English and Spanish Grew up in a Spanish-speaking household Focus Group Participant Profile A total of 93 people participated in the 10 focus groups. The following figures describe the demographic and socio-economic composition of the participants in each region. Participants who used Turnpike facilities at least two times per week were classified as frequent users, while those who used these facilities at least one time per month but not more than one time per week were classified as infrequent users. Overall, about one-third of focus group participants used Turnpike facilities five or more times per week, but overall frequency of Turnpike trips varied depending on each group (as shown in Figure 3). Those who frequently drive on Turnpike facilities generally use them in peak hours for work-related purposes, whereas the infrequent users tended to use the Turnpike facilities during both peak hours and non-peak hours. 100% Figure 3: Frequency of Using the Turnpike Facilities 1 time per month 75% 2-3 times per month 50% 1 time per week 2-3 times per week 25% 4 times per week 0% Tampa Bay Region (n=19) Central Florida (n=18) Palm Beach/Broward (n=27) Miami-Dade (n=29) 5 or more times per week April 2013 Page 6

Figure 4: SunPass Ownership 100% 100% 90% 80% 70% 60% 58% 72% 59% 50% 40% 30% 20% 10% 0% Tampa Bay Region (n=19) Central Florida (n=18) Palm Beach/Broward (n=27) Miami-Dade (n=29) As presented in Figure 4, SunPass ownership was highest in the South Florida region where all focus group participants in Miami-Dade County had a SunPass. The high level of SunPass ownership in Miami-Dade County can likely be attributed to FTE s implementation of all-electronic-tolling and the removal of cash toll payments in this region. The SunPass ownership rate was lowest among the Tampa Bay region focus groups, where 58 percent of participants reported having SunPass. About 72 percent of Central Florida s participants carried SunPass in their vehicles. The median age range of the focus group participants was between 45 and 54 years. The distribution of various age groups among four regions was somewhat similar, however the 16-24 age group was represented less in Palm Beach, Broward, and Miami-Dade counties (see Figure 5). As shown in Figure 6, slightly more women attended the focus groups than men (55% vs. 45%). 100% Figure 5: Age 75 or older 75% 65 74 55 64 50% 45 54 35 44 25% 25 34 0% Tampa Bay Region (n=19) Central Florida (n=18) Palm Beach/Broward (n=27) Miami-Dade (n=29) 16 24 April 2013 Page 7

Figure 6: Gender 100% 75% Female 50% Male 25% 0% Tampa Bay Region (n=19) Central Florida (n=18) Palm Beach/Broward (n=27) Miami-Dade (n=29) Figure 7: Household Income 100% $100,000 $149,999 75% $75,000 $99,999 50% $50,000 $74,999 25% $35,000 $49,999 0% Tampa Bay Region (n=19) Central Florida (n=18) Palm Beach/Broward (n=27) Miami-Dade (n=29) Less than $35,000 Figure 7 presents the distribution of household income for participants across the four study regions. The median household income for all participants fell in the $50,000 to $74,999 range. The very high income group (i.e. people with household income greater than $150,000) was not represented in the sample. Figure 8 shows the employment status for the focus group participants. More than half of the focus groups participants (58%) were employed either full-time or part-time. Across all regions, approximately eight percent of participants were unemployed. April 2013 Page 8

Figure 8: Employment Status 100% Unemployed/Unable to work 75% Retired 50% Homemaker 25% Student/Student and employed Employed (Full time/part time) 0% Tampa Bay Region (n=19) Central Florida (n=18) Palm Beach/Broward (n=27) Miami-Dade (n=29) Figure 9 indicates that the focus group participants were fairly educated. About one-fourth of all participants had at least a high school degree. Approximately 35 percent of South Florida participants, 39 percent of Central Florida participants, and 32 percent of the Tampa Bay region participants had a bachelor s degree or greater. Figure 9: Education 100% 75% Graduate/Post- Graduate Degree Bachelors Degree Associates Degree 50% Vocational/Technical Training Some College 25% High School 0% Tampa Bay Region (n=19) Central Florida (n=18) Palm Beach/Broward (n=27) Miami-Dade (n=29) Less than High School April 2013 Page 9

Focus Group Discussion Guide RSG, along with input from Florida s Turnpike Enterprise/URS, prepared a discussion guide to facilitate the conversation in the 10 focus group meetings. The main topics were generally the same for each group with slight modifications depending on the study region. Introduction (approximately 5 minutes) Each focus group started out with RSG s moderator, Thomas Adler, introducing himself as an outside consultant for Florida s Turnpike Enterprise and explaining the purpose and duration of each focus group meeting. Participants were encouraged to actively participate as they represent the voice of other travelers in the area, and these focus groups help to better understand their opinions of future policies on Florida s Turnpike facilities. Users Overview (approximately 15 minutes) To begin the discussion, the moderator first showed a map of Turnpike facilities and other toll roads in each respective study region and asked each participant to indicate their existing usage of the Turnpike system. Participants were asked how often, for what purpose, and at what time(s) of day they use Turnpike facilities. The moderator inquired about general travel patterns, whether they drive-alone or carpool, and their use of transit facilities. Lastly, the moderator asked whether or not they have a SunPass. Travel Conditions, Routes and Alternatives (approximately 30 minutes) The conversations quickly transitioned to participants general opinion of travel conditions on Turnpike facilities and other toll roads in the area. The moderator tried to examine these opinions with respect to safety, timeliness, ease of use, congestion, etc. Participants shared how they feel about current toll rates, and what they like or dislike about toll facilities in the area. The moderator probed for comments on different toll collection methods, including cash, SunPass/E-Pass transponder, and Toll-by-Plate options. He also asked whether or not they have an idea of how much they spend on tolls every month, about alternate routes or modes they choose to take instead, and the conditions of the alternate routes and modes, including where and when they experience the most congestion. The moderator also asked their opinions and suggestions to improve traffic along the Turnpike and other toll facilities in the area and ended this section of the discussion by asking for overall impressions of the Turnpike facilities compared to other regional facilities. Introduce and Discuss Congestion Management Techniques / Express Lanes Option (approximately 20 minutes) Participants were first asked if they are aware of potential changes to Turnpike or FDOT facilities. The moderator then shared a short video showing the need for alternatives to widening on the Turnpike system and presented how the express lanes work on a toll road. The moderator further elaborated on the concept and showed the proposed plans for the respective regions on a map. Respondents were asked if they have ever used express lanes. The moderator highlighted the fact that they would need to buy a SunPass in order to use express lanes and the participants were asked whether they would use the express lanes if it was made easier to get a SunPass transponder in retail stores. The participants were asked if they prefer express lanes over an alternative congestion management strategy that would raise tolls only in the peak hours across all the lanes. Express Lane Usage (approximately 20 minutes) After making sure that the participants understood the concept of express lanes, the moderator asked whether they would use the lanes and if they would when and for what trip purposes. The moderator asked about how they would change their travel patterns and Turnpike usage if express lanes were implemented. The participants were presented with options of a single express lane or two express lanes and the moderator asked for their preference of one over the other. The discussions moved on to what kind of signs respondents would like to see on the express lanes and how the toll rates should be communicated. The moderator probed for opinions about express lane delineation techniques and their reaction towards using flexible plastic delineators. Finally, all participants shared whether they would utilize transit buses if they were available in the express lanes. Feedback and Suggestions (approximately 10 minutes) In the final section of the focus groups, participants were asked what else they wanted to know about express lanes and if they have any questions related to equity, fairness, and toll structure on the express lanes. They were also encouraged to highlight any other options that should be considered in order to manage congestion on existing Turnpike facilities. To conclude, participants were asked about their opinion of the express lane video. April 2013 Page 10

FOCUS GROUP FINDINGS Tampa Bay Region Comments from Tampa Bay Region Participants [Anderson Toll Plaza] is just a mess going northbound and that s what causes a lot of back up. (A high income frequent Veterans Expressway user) This morning I had to take my kids for an orthodontist appointment down at Westchase. We got to Hutchison and Veterans and I looked up at the cars stopped all the way [ ] so, we found an alternate route. (A frequent Veterans Expressway user) There is nobody there at most of the toll plazas [...]There has been times when I had to put $0.75 toll and I end up putting $2.00 worth of quarters in because it won t read my money. (A middle income homemaker who does not like paying cash at the toll machines) I don t like [traffic signals]. If it s easier and less traffic, I will pay the tolls. (A female infrequent user who owns a SunPass) I took a bus ride 6 months ago because I hadn t been on a bus in the last 40 years. (A male infrequent user of the Veterans Expressway) I think [Veterans Expressway and Suncoast Parkway] are better roads. They are newer and they are kept up better. (An infrequent user of the Veterans Expressway) At some points [Veterans Expressway] feels narrow [.] some of the ramps to get on are short, some of the exit ramps are short. (A high income frequent Veterans Expressway user who thinks the Veterans Expressway is much worse than other toll facilities in the area) Existing Conditions and General Attitudes towards Tolling and Turnpike Facilities A number of frequent users of Turnpike facilities in the Tampa Bay region were unhappy with the amount of congestion on the Veterans Expressway during peak hours. Several participants raised concerns about merging and weaving at certain exits on the Veterans Expressway, especially near the Anderson Road exit. A few participants mentioned that drivers must change a number of lanes to get onto the SunPass lanes, which presented safety concerns for other drivers. While not actively opposed to tolling and nearly all agreed it was reasonable to collect tolls to pay for the roads participants stated they avoid paying tolls when identical travel conditions can be found on alternate routes or when they are on shorter trips. A few mentioned that they avoid toll roads altogether if time is not a constraint. Among infrequent users of Turnpike facilities, there was a consensus that the tolls on Turnpike facilities are reasonable. These same participants acknowledged that since they do not often use the facilities, tolls are not much of a budget item for them. In Tampa, frequent users often take alternate routes to avoid congestion on the Veterans Expressway during peak hours, whereas infrequent Turnpike drivers tended to change their departure times to avoid congestion. There was a striking difference between frequent and infrequent users with respect to their impressions of Turnpike facilities compared to other facilities in the area. Frequent users felt that the Veterans Expressway is much worse than other facilities while infrequent users thought that the Veterans Expressway is much better than other facilities in the region. However, nearly all were in agreement that the Suncoast Parkway is a better facility than the Veterans Expressway. Understanding of Express Lane Alternative The majority of frequent users at first showed resistance and were skeptical to the idea of express lanes. The infrequent group, on the other hand, was more open to the concept. Only a few respondents said that they would pay to use the express lanes since time is money for them. Two participants suggested adding reversible lanes instead of dedicated express lanes in each direction. Some frequent users thought that unsafe and aggressive drivers may weave to enter and exit the express lanes. This sentiment formed a barrier to broader acceptance of express lanes on Turnpike facilities. Additionally, some did not approve of the plastic lane delineators that were shown in the video. April 2013 Page 11

Figure 10: Proposed Express Lanes in the Tampa Bay Region April 2013 Page 12

Despite some opposition, participants from both groups preferred the express lanes option over an alternative congestion management strategy that would raise tolls during peak hours on all lanes. Providing customers with travel and pricing options was almost always preferred over situations where choices were limited. Potential Express Lane Usage and Reactions The frequent users felt that the express lanes are a good idea for travelers on business trips; however, they would not be an attractive option for the general population. With only small exceptions, frequent users stated their use of Veterans Expressway would likely remain the same if the express lanes were built. Infrequent users had mixed reactions towards using the express lanes. A handful stated they would use the express lanes when they are running late or going on a long distance trip. Some felt that they would have no need for express lanes because they make trips in offpeak hours. However, there was an agreement as a group that express lanes would provide a good plan for the future. General Feedback Both groups agreed that signs should show the toll rates above the express lanes. Neither of the groups favored large commercial trucks to be permitted on the express lanes. Almost all participants were in favor of all-electronic tolling (AET) and agreed that the toll plazas on the Veterans Expressway should be removed. However, a couple of participants expressed their concerns about privacy and potential loss of jobs from conversion to allelectronic tolling. While infrequent users had mixed responses towards allowing buses on express lanes, the majority of frequent users did not like the idea because of the bus system s poor overall connectivity. Participants reacted positively to making SunPass transponders more accessible by allowing them to be used right after purchase. In the Tampa groups, time expired before the moderator could discuss the participants preferences for one express lane or two express lanes in each direction. However, this topic was covered in the subsequent groups in Central and South Florida. Figure 10 presents a map highlighting the proposed express lane corridor in the Tampa Bay region. Comments from Tampa Bay Region Participants (contd.) If you really want to reduce the number of cars, make it strictly an HOV Express Lane. (A frequent user of the Veterans Expressway who thinks adding reversible lanes is a better idea than the express lanes) I am going to pay the higher price and I am going to pass a little bit of that extra cost onto my customer anyway. (A selfemployed female who liked the idea of having express lanes on the Veterans Expressway) I would use it, because it will actually increase productivity for me because I can service more clients that way. (A full time employed and a frequent user of the Veterans Expressway) Once you are stuck in the express lane, you are just stuck there. (A frequent Veterans Expressway user) I am not ancient and my wife thinks I am crazy but I don t have a debit card. I don t use them. (A cash customer who does not like the concept of all-electronic tolling) The businesses are going to be willing to pay [ ]. That truck driver doesn t care because it is not coming from his pocket and he is going to go. (A frequent user who owns his own company) [Toll amount sign] has to be at the point of choice. [A frequent user of the Veterans Expressway] I would want to let them know how [the express lane] works [ ] definitely give them ample amount of time to understand how much they will be paying (A low income female who uses the Turnpike facilities for non-work purposes) April 2013 Page 13

Comments from Central Florida Participants I don t personally see the value of [SR 528] at all. (A regular user of the Florida s Turnpike who is upset with the congestion on SR 528 near the airport) I used to take the bus. The bus next to my house is gone now [ ] I used to work at Universal Studios and that line used to take me from my house to Universal Studios. (A regular user of the Turnpike facilities who used to take a bus to work) Turnpike stays very steady in terms of speed. (A frequent user who thinks that the Turnpike facilities are better than other toll roads in the area) If I use the surface roads, it takes me 45 minutes to go home, and if I use the [Beachline Expressway] it would take me home in 16 minutes. (A frequent user of the Turnpike facilities who is a proponent of toll roads) We had tried both surface roads and a toll road and we had found that we spend more on gas on surface roads than the toll cost. (A frequent user of the Turnpike facilities) I am disappointed that the prices of tolls have gone up. [ ] I am actually looking forward to moving out of Clermont within next 5-10 years because I don t like how much I am paying [in tolls]. (A selfemployed female who thinks the place where she lives is surrounded by toll roads and she does not have many options) Rest stops are nice. (A frequent Turnpike user who travels to Key West often with his child) One thing I don t like about the buses is that routes have changed. They have cut a lot of routes. (A female respondent who used to take transit for non-work purposes) Central Florida Existing Conditions and General Attitudes towards Tolling and Turnpike Facilities A number of Central Florida participants noted that I-4 during peak hours from south of Orlando s downtown to the edge of Disney World is one of the most congested roads in the region. Some complained about traffic on SR 528 as well. Many of the peak-hour travelers mentioned that they prefer the Turnpike because there is less weaving and dangerous lane changing unlike other toll roads in the region where drivers abruptly change lanes to queue at toll booths. Participants from both groups reported that they tend to avoid toll roads during peak hours and during night hours. A majority take alternate routes rather than changing their time of travel in order to avoid congestion. A handful of drivers felt that there are too many toll roads in the region, while a near majority felt that the existing tolls are too expensive. A number of participants admitted that they usually do not know how much the tolls are for any given trip but did notice that the tolls have recently increased. Most participants in these groups were unaware of important benefits and incentives to using an electronic tolling device; a clear disutility to maximizing FTE s customer base. When the participants were asked, most of them were not aware that SunPass and E-Pass customers receive a toll discount compared to cash. Similar to SunPass, E-Pass is a system for electronic toll collection that is operated by the by the Orlando Orange County Expressway Authority (OOCEA). The majority of drivers felt that public transit was not a realistic option for them. Some frequent users mentioned that they used to take transit but stopped because of service disruptions and changes. Participants in these sessions expressed positive attitudes towards Turnpike facilities as compared to other facilities. Both groups agreed that Turnpike facilities are better maintained and offer more consistent traffic flow and speed as compared to other roads in the region. Understanding of Express Lane Alternative Participants in both groups understood the express lanes concept without much confusion and even went on to suggest that express lanes on the Beachline Expressway would work better if they were connected to express lanes on I-4 as well. A handful of participants had unfavorable opinions about the express lanes on I-95 in Miami and raised concerns about plastic delineators separating the express lanes from the general use lanes. A couple of respondents inquired about having carpool lanes instead of express lanes. Some were concerned that express lanes would be confusing for tourists and travelers from other areas. April 2013 Page 14

Figure 11: Proposed Express Lanes in the Central Florida Region April 2013 Page 15

More frequent users in the group were split between the express lanes option and an alternative congestion management strategy that would raise tolls only in the peak hours across all lanes. Though, a majority of the infrequent users preferred having a choice and favored express lanes over the option of raising tolls across all lanes. Potential Express Lane Usage and Reactions A majority of drivers indicated they would not make significant changes in their travel behavior or increase their use of existing Turnpike facilities if the express lanes were added. However, almost all of them agreed that they will use the express lanes for some of their urgent trips. A small number of participants suggested that there should be a minimum speed limit on the express lanes in order to ensure free-flow conditions. A handful of frequent users agreed that they will use the express lanes regularly if they make economic sense, and proposed that the tolls on express lanes should be the same as on the general toll lanes if travel conditions are the same. For those who use Turnpike facilities infrequently, there was a mixed reaction to how they would use the express lanes. Some suggested that the express lanes would be used mostly during peak hours and not so much in off-peak hours. Others noted that the express lanes would be useful only for high income drivers and for those who are making urgent trips. General Feedback Both groups agreed that there should be signs showing the toll rates above the express lanes. Additionally, frequent users indicated that travel times should also be shown along with the toll amount. Frequent users opposed allowing large commercial trucks on the express lanes. Almost half of the participants in the infrequent group agreed that if two express lanes were constructed, large commercial trucks would be fine but they were against allowing trucks in the express lanes with a single express lane. There was a general consensus that people need to be educated more about how tolling would work on the proposed express lanes. Participants felt that drivers need to be assured that the revenue will be spent locally. Some other feedback included adding locations of exits in the video, advertising discounts for SunPass, and exploring better lane delineation techniques. Figure 11 presents a map highlighting the proposed express lane corridor in the Central Florida region. Comments from Central Florida Participants (contd.) I had [SunPass] but my husband lost his job. We couldn t pay to refill it [ ] we are trying to get caught up on our bills and then we will get one. (A cash customer) I don t even know what the [SunPass discounts] are. (A SunPass holder who does not keep track of how much he pays in tolls) The Turnpike management would have to work together with I-4 to designate an offramp that is long enough. (A frequent user of the Turnpike facilities) I have seen those little things that separate them [ ] they flap like a piece of paper. (A frequent Turnpike user who doesn t like plastic delineators) I was driving and then all of sudden we are in that section and I was like where are we [...] we were boxed in there and I didn t know how to get off and how much it s costing me. (A frequent user of the Turnpike facilities who once accidently got into the I-95 Express Lane) You will be looking at two types of people who would use the express lanes. Those who could care less for the increasing cost and those who really are in a hurry to get somewhere and for everybody else, I don t think they will make any difference one way or the other. (A retired male who uses the Turnpike facilities infrequently) They are going to have to get something a little bit more substantial or raise it up a little higher [...] You can t just jump in and jump off of the [Express Lane]. (A cash customer who thinks that express lanes would help in moving the traffic faster but would not help in reducing the overall traffic) April 2013 Page 16

Comments from Palm Beach and Broward Participants I take I-95 in the morning from West Palm to Boca for work in the peak hours and it s horrible. And then coming home at [5 o clock], I take the Turnpike. It saves me about 10 minutes. (A resident of Palm Beach County) I actually prefer taking I-95 because there are more Home Depots and Builders Squares. Even though Turnpike tends to be faster, most of my work is along the ocean. (An infrequent user who got into an accident on I-95 several months ago) Another reason I don t use I-95 because I find it very dangerous. (A retired senior resident of the Palm Beach County who uses the Florida s Turnpike for non-work trips) I don t tend to carry cash at all [ ] so there will be times when I want to get onto the Turnpike because it will be a lot quicker and then I will check my wallet (An infrequent user who does not have a SunPass transponder) It s almost a tank of gas for me to use the Turnpike [ ] but I will take it anyway because I can t fight the drivers on I-95 at 5 o clock in the evening. (A driver who uses the Florida s Turnpike 5 days a week to get to home from work) I got a [dollar bill] in my pocket and I have to pay 75 cents and I can t put a [dollar bill] in the machine [ ] if you go through it, you got to pay a fine. (A driver who switched to SunPass to avoid paying cash at the exits and suggested that there should be a change machine at the cash exits) I don t think the problem is highways, it s the exits. (A frequent user of Turnpike facilities) South Florida (Palm Beach and Broward) Existing Conditions and General Attitudes towards Tolling and Turnpike Facilities Nearly all South Florida focus group participants had negative opinions about travel conditions on I-95. The main problems citied were severe peak period congestion, dangerous weaving of traffic, presence of tire tread remnants, and the location of certain exits. The ongoing construction on I-595 bothered many of the drivers. The intersection of I-595 with University Drive was identified as a major bottleneck. Overall, people accepted the existing toll roads, although drivers without SunPass admitted that not having a transponder can be inconvenient at times. A handful of respondents who either still use cash to pay tolls or previously paid with cash talked at length about their problems with toll plazas and unmanned toll collection points in the area. The Toll-by-Plate option was favored by some and rejected by the others. Participants who did not like the Toll-by-Plate payment option expressed concerns related to privacy and potential loss of jobs from AET implementation. One respondent who uses a motorcycle for some of her trips was not sure about where to place the SunPass sticker. Although participants indicated that they tend to change travel routes or drive in non-peak hours in order to avoid congestion, there was near-universal agreement that the Turnpike facilities are much better than other facilities in the area highways in terms of congestion, ease of use, and safety. Understanding of Express Lane Alternative The idea of express lanes was well received by participants in Broward County; however, responses from participants in Palm Beach County were more mixed. A frequent user of I-95 and Turnpike facilities in the Palm Beach area said that the idea of having express lanes is good, however the congestion is mostly caused by entry/exit ramps rather than the highway lanes themselves. Several other participants of that group agreed with that conclusion. A few participants who have used the express lanes on I-95 reported somewhat unpleasant experiences. The Palm Beach County group was more vocal than the Broward County groups in terms of expressing their concerns about the I-95 express lanes. The main issues that were highlighted included narrow shoulders, lack of information about exits, and the plastic lane delineators. April 2013 Page 17

Figure 12: Proposed Express Lanes in the South Florida Region April 2013 Page 18

The majority of participants preferred two express lanes over a single express lane. Nearly all participants from the infrequent user group in Broward County preferred the express lanes option over the alternative congestion management strategy that would raise tolls during peak hours across all lanes. There was an initial confusion about raising the tolls in all the lanes during peak hours in the Palm Beach County group and participants were split between the two options. However, when the moderator explained both options in more detail, almost all participants favored the express lanes option. Of the frequent users in Broward County, half were undecided and one participant favored the alternative tolling option as compared to the express lanes option. Potential Express Lane Usage and Reactions Respondents from Palm Beach County had mixed responses about whether or not they would use the express lanes. A majority of respondents from Broward County felt that they would use the express lanes when needed. Their use would depend on the type of trips and whether or not the toll was affordable. General Feedback Although many participants liked the idea of having flexible lane delineators, there was a concern about preventing drivers from crossing over these delineators to the adjacent lane. Nearly all participants agreed that proper signage is very important for the success of express lanes. It was suggested that the signs should start appearing at least a mile before the express lanes begin. The signs should include the projected travel time on the express lanes, the toll amount, expected delays, and information about the exits. It was a common consensus that large commercial trucks should not be allowed in the express lanes. Overall, the participants were muted in their opinions of allowing transit buses in the express lanes. Almost all participants were in favor of AET and drivers who did not own a SunPass mentioned that they will purchase one to use the express lanes which will only use AET technology to collect tolls. The express lanes video was well received by most of the participants and some of the recommendations included explaining how entry/exit points would work in the express lanes and providing more specific instructions related to how the pricing would work. Nearly all agreed that drivers need to be well educated about how express lanes work. Figure 12 shows a map highlighting the proposed express lane corridors in the South Florida region. Comments from Palm Beach and Broward Participants (contd.) It needs to be simple for people, because people are generally stupid. [An infrequent user who thinks that the plastic delineators are confusing) I have a young baby and I never feel safe on [I- 595 and I-95]. (A female driver who had a broken windshield driving on the I-595 due to a rock that fell off of a truck) Tolls really don t bother me especially since I have a SunPass. (A frequent user) I spend $4 a day on tolls to get to work and about $60 a month. (A frequent user who keeps track of his monthly spending on tolls) I ride a motorcycle and I have a really tough time figuring out what to do with the sticker. (A motorcycle owner who was confused about how to use the SunPass on a motorcycle) I felt forced to get the SunPass because there were a couple of times when I went through the exits and had no change. (A SunPass holder who had to pay fines a couple of times) If you really need the [Express Lane], it s there. (A Broward County resident who liked the idea of having express lanes) It would be good if they had a large enough sign that will give you the next 3 exits so that you can determine when you can get on or get off. (A suggestion by an infrequent user) If [delineators] are more sturdy, then they will be even more claustrophobic. (An infrequent user) You got to advertise the [express lanes] just like you advertise everything else [ ] you need to put billboards on highways. (A driver who thinks drivers need to be educated about the express lanes well in advance) April 2013 Page 19

Comments from Miami-Dade Participants Between Kendall drive and when you get onto the I-75, the speed limit on the Turnpike changes 4 times. (A bilingual participant who thinks that the speed limit on the Turnpike does not stay constant and it s easy to get a ticket) Now you can register different cars with the same [SunPass]. It works great. (A regular user of the Turnpike facilities and uses same transponder for three different cars) If it gets to be like 4:30 pm around the airport, I would rather go and have a drink somewhere. [An infrequent user who avoids taking the Dolphin Expressway during peak hours) Why isn t that the government here hasn t done anything about going east west? (A retired participant who thinks there is a need of better east west highways in the Miami area) I have used [transit] before but I don t use them constantly [...] I use transit to go to the airport. (A bilingual group participant) After the [Hurricane Andrew] we heard that the legislators from up north come and take the monies from our tolls down here and they are using them for roads in north and not down here in south. (A female participant who thinks that the toll money collected in South Florida is being used elsewhere in the state) [Landscaping] is right in the middle of the Turnpike. (A regular user of the Turnpike who thinks that the tax dollars should not be spent on landscaping the highways and instead the money should be used to give commuters more SunPass discounts) South Florida (Miami-Dade) Existing Conditions and General Attitudes towards Tolling and Turnpike Facilities In addition to I-95, Miami-Dade County participants mentioned that the Dolphin Expressway, US-88, US-1, the Palmetto Expressway, and I-595 suffer serious congestion during the peak hours. Overall, frequent and infrequent users did not seem to be affected by the existing tolls. Except for a small number of participants, drivers generally do not keep track of how much they spend in tolls on a monthly basis. There was a 100 percent SunPass ownership rate in this region among the focus group participants. Some respondents use the Tollby-Plate option on the HEFT as well if their SunPass transponder is in a different vehicle. Participants in both the frequent and the infrequent group raised concerns about how the toll money is spent. A couple of commuters in the frequent group said that it would be better if they increased the toll discount for SunPass customers. Participants indicated that they tend to change travel routes or drive in non-peak hours to avoid congestion in the area. Continuing construction on both Turnpike facilities and other toll roads in the area was noted by several participants. A slightly higher percentage of drivers in the bilingual group take public transit. Metrorail seemed to be more popular for transit riders as compared to local buses and those who take the Metrorail use it for non-work purposes. As observed in other focus groups, there was a near-universal agreement that the Turnpike facilities are much better than other facilities in the area in terms of congestion, ease of use, and safety. Understanding of Express Lane Alternative A handful of people in each group had used the existing express lanes on I-95. However, a few of the travelers who used these express lanes were not pleased with them. Common issues highlighted were confusion about the exits, inadequate shoulder widths, aggressive and speeding drivers in the lanes, and unsettling lane delineators. An infrequent user of the Turnpike raised a concern that the tax dollars and tolls from South Florida are being used for construction in other parts of North Florida. Overall, there was almost 50-50 split between drivers who preferred single express lane and drivers who preferred two express lanes. Nearly all participants preferred the express lanes option over the alternative solution that raises tolls in the peak hours across all the lanes. April 2013 Page 20