The Service Authority for Freeways and Expressways (SAFE) program provides free emergency telephone service to stranded motorists through call boxes. The program is a joint effort between California Department of Transportation, California Highway Patrol and the Transportation Agency.
The call box program provides a system of 190 call boxes allowing motorists to request roadside assistance along the following routes: State Route 1, State Route 68, State Route 156, US Highway 101, Jolon Road (G14, G18), and Arroyo Seco Road / Carmel Valley Road (G16). Since the program’s inception in 1999, many system improvements have been implemented, including improved accessibility for disabled motorists, enhanced system coverage, and faster response to call box calls. The call box system has also completed upgrades for digital service conversion, and speech and hearing impaired capability. In February of 2014, the Transportation Agency entered a three-year maintenance and improvement contract to ensure all call boxes are maintained and meet ADA compliance. The contract was renewed for an additional three years in 2017.
The call boxes are directly linked to a call answering center operated under contract by Keolis America Inc./ CDS Net. Live operators dispatch the calls to the California Highway Patrol, tow truck, and/or emergency services. The service level provided by the private call answering center exceeded expectations in fiscal year 2015-2016. In June 2016, following a competitive procurement process, the Agency approved a new three-year contract with Keolis America Inc./ CDS Net to continue as the call box answering service. The new contract is in place until 2019, and includes an option for one renewal for an additional three years.
Although cell phone usage has reduced the need and use of call boxes in some locations, there remain areas not well served by cell phones, such as on parts of Highway 1, Arroyo Seco Road, Jolon Road, and parts of Carmel Valley Road. In fiscal year 2016-2017, a total of 575 calls were made from the 190 call boxes in operation, making for an average of approximately 48 calls per month. Approximately half of the calls came from call boxes located on Highway 1, and four of the five most used call boxes are located on Highway 1. However, the storm related closures of Highway 1 did result in considerably fewer calls from the Big Sur Coast.
The 2016-2017 annual report builds upon the previous two annual reports to provide a third year of current data to evaluate the program’s performance. Going forward, the Transportation Agency will continue to track call box usage for year-to-year comparisons, and will evaluate if there are opportunities to reduce the number of call boxes in Monterey County, thereby reducing program costs.
In the near term, the Agency has completed a multi-year usage analysis to determine if reducing the size of the call box system was warranted. The analysis showed a considerable decline in usage along routes 101, 156, 68, and 1 north of Carmel. The decline corresponds to an increase in cell phone reception along these routes, as well as the continued proliferation of cell phone ownership. Based on this analysis, a large majority, approximately 80%, of the call box system in Monterey County could be considered for removal because of increased cell phone coverage and declining usage. Similar removal strategies are being considered or implemented by nearly all SAFE programs across California as increasing cell phone coverage is resulting in a statewide decline in call box use. Given these considerations, the Agency is beginning the process of establishing a call box Removal Plan with Caltrans and the California Highway Patrol. The plan is expected to be finalized in the spring of 2018 and implemented shortly after approval by Caltrans, the California Highway Patrol, and the Agency Board of Directors.