Survey: Drivers say STEP enforcement made express lanes safer; hours and toll value remain concerns

Tim Hoover, a CTIO staff member, presented results from the board's biennial Express Lanes communications survey, telling directors the sample was "about 900, I wanna say drivers" and that the results show a generally positive user experience.

The most notable single finding he highlighted was that "63% say that the STEP program has made lane safer," a signal the agency said supports continuing enforcement and education. Hoover also reported that 71% of respondents agreed that "photo enforcement to catch drivers who cross the solid line of express lanes increases safety for all drivers." He described those as "very high numbers in the public who support this program."

The survey showed steady satisfaction on many dimensions — avoiding delays, predictability of travel times and perceived safety — but continued low satisfaction with hours of operation in at least one corridor. Hoover said that low satisfaction with hours likely reflects the timing of the survey (conducted in October during the shoulder season) and that planned expanded hours may not yet be reflected in the responses.

Ownership of transponders rose, with an unexpected increase in sticker transponders. When asked what would encourage transponder adoption, 38% cited discounted tolls (the existing transponder discount), and nearly 20% said free toll credit. About a quarter said nothing would make them get a transponder because they do not want to drive on express lanes; 37% said they do not want to pay a toll.

Hoover outlined next steps focused on continuing education and outreach: a robust, ongoing communications campaign on STEP enforcement and transponder use, targeted messaging on how to obtain transponders, and a planned update to the board next month on communications for corridors 6, 7 and 8.

The presentation and board questions made clear CTIO will continue enforcement-related education and coordinate further with CDOT and corridor partners on promotions and transponder access.