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

BridgeCurrent Fastrak

Peak Period Penetration

Golden Gate 70%

State-owned Bridges 37% Antioch Bridge 33% Benicia-Martinez 43% Carquinez 35% Dumbarton 44% Richmond-San Rafael 41% San Francisco-Oakland Bay 37% San Mateo-Hayward 39%

• Total Annual Toll Revenues:

• Golden Gate Bridge $ 85 mil.

• State-owned Bridges $395 mil.

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

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


• 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


San Francisco Mayor Gavin Newsom dedicates new FasTrak Customer Service Center

• June 2005• Opened new consolidated

service center in San Francisco.


• June 2005 Launched new interactive website:

• Online enrollment

• Customer account review and updates

• Toll violation resolution

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


Total Number of FasTrak Accounts

(Caltrans Bridges and Golden Gate Bridge)

128,686

151,513170,209

185,137194,113

204,665

231,610245,644253,516

264,503277,351

285,487295,962

317,297

375,111384,472

396,089412,716

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Percent Calls Answered

48%

75%

82%

14%

41%

26%

13%

36%

8% 7%

12%

36%34%

43%

71%

64%

88%

96%

25%

53%

41%

28%

56%

19% 18%

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83%

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5/30/2005 6/6/20056/13/2005 6/20/2005 6/27/2005 7/4/2005 7/11/2005 7/18/20057/25/2005 8/1/2005 8/8/20058/15/2005 8/22/2005 8/29/2005 9/5/2005

% Calls in 60 seconds

% Calls in 180 seconds

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.

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.

Service Center Contract Performance Measures

Performance Measure (sample) Adjustment

To Payment

Customer Service Measures

80% of monthly calls answered by service representative within 60 seconds 2%

Issue refunds for closed accounts within 2 business days 1%

Distribute tag within 7 business days of request 1%

Respond to customer and non-customer inquiries within 2 business days 1%

Violation Processing Measures

98% of violation images reviewed within 10 days from image capture 2%

98% of violation disputes processed within 2 business days 1%

License plate data entered correctly for 99.75% of daily images reviewed 2%

Violation notices sent by 17th day of image capture 2%

System Measures

All transactions processed within 24 hours 2%

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.

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.

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.

FasTrakTM Future

Next Frontier:

Satellite distribution centers Retail transponder distribution Increase number of dedicated lanes Parking facilities (i.e. SFO) High Occupancy Toll lanes

fastrak regional customer service center ibtta annual conference cleveland, ohio september 2005

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