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 Seven State-owned Bridges
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 Operations Vital Statistics
Total Active Accounts ,000
Total Tags Distributed ,000
Avg. Weekly Accounts Opened ,000
80% on web, 20% walk-in/mail
Call Volumes
Avg. total weekly call volumes ,000
CSR – 51%
IVR – 34%
Abandoned calls – 15%
Avg. talk times 2:30 minutes

9. Service Center Operations Vital Statistics

10. Service Center Operations Vital 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
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
Respond to customer and non-customer inquiries within 2 business days
Violation Processing Measures
98% of violation images reviewed within 10 days from image capture
98% of violation disputes processed within 2 business days
License plate data entered correctly for 99.75% of daily images reviewed
Violation notices sent by 17th day of image capture
System Measures
All transactions processed within 24 hours

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