1 / 16

FASTRAK REGIONAL CUSTOMER SERVICE CENTER IBTTA ANNUAL CONFERENCE CLEVELAND, OHIO SEPTEMBER 2005

FASTRAK REGIONAL CUSTOMER SERVICE CENTER IBTTA ANNUAL CONFERENCE CLEVELAND, OHIO SEPTEMBER 2005. Bay Area Bridges. Total Annual Toll Revenues: Golden Gate Bridge $ 85 mil. State-owned Bridges $395 mil. Bay Area FasTrak TM. Golden Gate Bridge Managed by GGBHTD

uta
Download Presentation

FASTRAK REGIONAL CUSTOMER SERVICE CENTER IBTTA ANNUAL CONFERENCE CLEVELAND, OHIO SEPTEMBER 2005

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. FASTRAK REGIONAL CUSTOMER SERVICE CENTER IBTTA ANNUAL CONFERENCE CLEVELAND, OHIO SEPTEMBER 2005

  2. Bay Area Bridges • Total Annual Toll Revenues: • Golden Gate Bridge $ 85 mil. • State-owned Bridges $395 mil.

  3. Bay Area FasTrakTM • Golden Gate Bridge • Managed by GGBHTD • 11 total lanes; 4 dedicated to FasTrak • 70% FasTrak use in peak period • $1.00 discount for FasTrak Users • Former Service Center in Mill Valley • Seven State-owned Bridges • Bridges owned by State DOT, BATA manages tolls • 68 total lanes; 14 dedicated to FasTrak • 37% FasTrak use in peak • No Discount for FasTrak Users • Former Service Center in Concord

  4. Regional Service Center Consolidation • Prior to July 2002 • Transponders interoperable on all bridges • Two separate service centers and software systems • Different business rules/violation policies • Separate customer accounts/transaction processing • July 2002 • Agreement to consolidate back-office systems: • Improved customer service • System efficiencies/cost savings (est. $700K/yr) • Combine customer accounts while retaining separate toll-setting authority

  5. Regional Service Center Consolidation • August 2002 to May 2005 • Joint-agency procurement of Customer Service Center Operator (ACS State & Local Solutions) • Approval of joint policies/business rules • System development and testing • Completed migration of both customer databases into one

  6. Regional Service Center Consolidation • June 2005 • Opened new consolidated service center in San Francisco. • San Francisco Mayor Gavin Newsom dedicates new FasTrak Customer Service Center

  7. Regional Service Center Consolidation • June 2005 • Launched new interactive website: • Online enrollment • Customer account review and updates • Toll violation resolution

  8. Service Center OperationsVital Statistics • Total Active Accounts 413,000 • Total Tags Distributed 620,000 • Avg. Weekly Accounts Opened 3,000 • 80% on web, 20% walk-in/mail • Call Volumes • Avg. total weekly call volumes 19,000 • CSR – 51% • IVR – 34% • Abandoned calls – 15% • Avg. talk times 2:30 minutes

  9. Service Center OperationsVital Statistics

  10. Service Center OperationsVital Statistics • CSC call performance was substandard due to 1) dedicated lane conversion and promotional toll discount, 2) mailing of a significant number of customer statements and violation notices, and 3) start of new hybrid vehicle program.

  11. Service Center Program Management • BATA and GGB established a FasTrak Management Group to jointly manage program and CSC contract. • Both agency boards act on policy decisions. • Each agency responsible for transaction and revenue reconciliation for their facility. • Both agencies monitor operations performance. • Contract includes performance standards and payment adjustments for not meeting performance standards.

  12. Service Center Contract Performance Measures

  13. Managing Differing Partner Objectives • Major Objectives: • Golden Gate – Maximize revenues • BATA – Increase FasTrak usage • Issue: Golden Gate wanted to charge fee for FasTrak tags; BATA believed charging for tags would hinder new sign-ups. • Resolution: BATA agreed to fund all tag costs 3 year period and not charge for tags for that period. Rec

  14. Expanding FasTrak Usage • Opened three additional ETC only lanes at the San Francisco-Oakland Bay Bridge. • Offered $15 in tolls to first 5,000 who opened accounts. • Operated remote enrollment and tag distribution at the Bay Bridge toll plaza during the promotion. Rec

  15. Recent Legislation Allows Hybrid Vehicles to Use Carpool Lanes • Hybrids vehicles in Bay Area must sign-up for FasTrak. • Hybrids can use bridge carpool lanes but must pay toll. • FasTrak tag readers were placed in bridge carpool lanes to read special hybrid tags. • 5,000 hybrid vehicle owners in Bay Area have applied for FasTrak tags since August 1, 2005. Rec

  16. FasTrakTM Future • Next Frontier: • Satellite distribution centers • Retail transponder distribution • Increase number of dedicated lanes • Parking facilities (i.e. SFO) • High Occupancy Toll lanes

More Related