YOU WANT BACK-OFFICE SUCCESS... ANTICIPATE THEIR NEEDSYOU WANT BACK-OFFICE SUCCESS... ANTICIPATE THEIR NEEDS

David Caudill P.E., VDOT Toll Division Administrator

Jeremy Siviter, IBI Group

David Caudill P.E., VDOT Toll Division Administrator

Jeremy Siviter, IBI Group

Virginia Customer Service Center - Background

Hub approach – two customers… Virginia Toll Facilities Toll Facility users

Operations began 1996 – started with 2 facilities, one public, one private Virginia Service Center…single touch point Consistency of business rules Tolling system performance expectations Leverage economies of scale in account management and

transaction processing

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Virginia – Tolling Facilities

E-ZPass and ViolationsE-ZPass Transactions

E-ZPassAgencies

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Virginia – Tolling Facilities (cont.)

Real-time transaction posting and tag status updates available across the Commonwealth

Optional violation processing – 5 facilities

Public, private, Express Lanes, Gated lanes through AET

E-ZPass Flex transponder for HOV declaration

Facility start-up support w/ ETC distribution and outreach

Customer service account view access

Support for locally applied discount programs

Retail transponder partners

Co-located customer service staff

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Virginia Customer Service Center - Customer Focused Operation

No cost transponders Real-time account replenishment Real-Time Alerting by Text and Email Posting retries Web chat Retail account reloads Expanded walk-in locations (x2) through DMV partnership Responsive retail transponder distribution support for toll road

start-ups Free account activity statements and transaction detail Tolling website

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Customer Alerts –Account Balance

• SMS Text and Email

• User configurable account balance notification thresholds

• Potential downside is customer paying as they go

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Day CC Payment Toll Balance1 -$0.70 -$0.602 $5.00 $4.403 -$0.70 $3.703 -$0.70 $3.003 -$0.70 $2.303 -$0.70 $1.603 -$0.70 $0.906 -$0.70 $0.206 $1.00 $1.206 -$0.70 $0.508 $2.00 $2.508 -$0.70 $1.808 -$0.70 $1.108 -$0.70 $0.40

Customer Alerts – Pending Tolls on Negative Accounts

• 2010 - basic alerts for violations processed by VDOT 2016 - Added for all toll facilities

• Enshrined in legislation

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Virginia Service Center - Operations

Brought IT and all systems in house in 2017• Allows incremental investment in system in

areas with best return• Continued responsiveness to change,

addition of new features

Contracted operations and financial reconciliation to third party

Leverage state contracts for:• Phone, email, chat system• Credit card processing

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Significant Growth Over Last 7 Years

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New Facility Start-up Support

Pop-up locations

Ready-to-ship retail transponders

Retailer engagement ahead of time

Tag distribution projections and weekly monitoring

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New Facility Start-up SupportProjections• Based on similar facilities

• 30/70 split

• Estimation of existing coverage

• Lessons learned• 3 week window

• Incentivize to spread peak

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Retail Cash Replenishment

• Incomm partnership in 2015 –over one thousand locations around Commonwealth

• Real-time reload

• Tests well in focus groups

• 1,000 transactions a month with annual value of $360,000 without significant marketing

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Helping Customers Navigate Virginia Tolling

Usage stats?

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What’s Next?

Fully responsive web site

Flexible platform and partners to allow VDOT to take advantage of new customer service partners & mobile apps

Mystery shopper and customer service metric measurement

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