The National Transportation Library Virtual Reference Team answers transportation information requests via email and phone. The team is trained on a wide range of transportation topics and experienced in using BTS databases. They receive 1000-2500 questions per month and aim to respond within 4 business days. The team serves government agencies, businesses, academics, and the general public. They handle media questions, security threats, and messages addressed to the Secretary. Common question types include requests about RITA programs, transportation issues, and general research help.

1. The National Transportation Library
Virtual Reference Service
Rosalyn Alleman
National Transportation Library
Bureau of Transportation Statistics
Research and Innovative Technology
Administration

2. The NTL Virtual Reference Team
• Team answers e-mail and telephone information requests
• Trained on a wide range of transportation topics
• Experienced in helping customers use TranStats
Intermodal Transportation Database and other BTS
products
• Considerable experience with DOT and other government
web sites and sources
• Maintains lists of subject experts within BTS/RITA and
other DOT administrations
• Contacts in other federal, state and local government
agencies

3. How to contact the Virtual Reference Team
• RITAInfo@dot.gov (RITA and DOT web forms)
• By telephone at 800-853-1351
• Recovery Act information: tigerteam@dot.gov or 202-
366-0747

4. How we operate
Volume
• 1000-2500 questions/month for last 12 months
• 70%-80% are e-mails, the rest phone calls
• Average of 330/month are ARRA questions (since 3/09)
• Average of 300/month are RITA-related
• 30-35% of questions to our web form answered immediately by
knowledgebase-suggested FAQs
Timeliness
• Questions answered within 4 business days (usually faster)
• ARRA questions answered within 24 hours
• Callers generally reach a live person right away

5. Who We Serve
• DOT/other federal employees
• State and local government Unknown
Academia
employees Non-profit Government
Media
• Businesses (especially International
transportation and financial)
• Academics
• International customers
For Profit
• Non-profit organizations General
Public
• General public
• Media outlets

6. Policies for Handling Special Questions
• System flags .gov, .mil, .us and common media e-mails
so they can be handled immediately
• Media and high-priority government (Congress, White
House, etc) questions are forwarded to RITA Public
Affairs with the requested information
• Media questions for other administrations are forwarded
directly to that agency’s public affairs office, and RITA
Public Affairs is notified
• Security threats are forwarded to Crisis Management

7. Types of Questions
Questions about RITA programs and products:
• “How many vehicles cross the border into the US at each customs
port?”
• “What is Delta’s on-time arrival percentage?”
• “How much freight is carried by truck rather than rail?”
• “ Where can I find railroad GIS data?”
• “How can I get funding from RITA for my invention?”
• “How do I register for a hazmat safety class?”
• “Where can I order a document I found in TRIS Online?
• “How many red-light cameras are in use in the US?”
• “Where can I find information about the Distracted Driving Summit?”

8. Types of Questions
Opinions on transportation issues that are addressed to the Secretary:
• Includes write-in campaigns handled automatically by rule
• One campaign (fuel economy standards comments) brought in over
18,000 e-mails in one month in 2004
• Team works with ExecSec to respond to policy issues addressed to
the Secretary
Requests for help with transportation regulations:
• Employee regulations for truckers, airlines, etc. such as driver/pilot
drug testing standards
• Customer service issues, such as complaints against moving
companies or airlines
• Government transportation issues such as uses of highway funding
or standards for stoplight and signs

9. Types of Questions
Public interest issues and general research:
• “Where can I find recommendations for child safety seats?”
• “How much stimulus money is going to my state?”
• “What is the best place to look for Federal Highway Administration
Reports?”
• “How do I report noisy, low-flying aircraft in my neighborhood?
Questions that should go to agencies or organizations outside DOT:
• “Where do I renew my driver’s license?”
• “Why don’t you fix the pot-holes in my street?”
• “Where can I find a list of items that are prohibited onboard an
airplane?”
• “Why don’t you do something about illegal aliens?”