Top priority remains improving the customer experience
The Joint Board and Tolling Body for the Louisville-Southern Indiana Ohio River Bridges Project met today and approved a number of resolutions, including directing the toll service provider, Electronic Transaction Consultants (ETC), to immediately increase staffing for RiverLink customer service to improve the customer experience.
“Quality customer service is a top priority for the states,” said Matt Fulkerson, tolling operations director for the Indiana Department of Transportation. “When ETC made a recent transition to a new subcontractor to lead customer service, the states immediately saw an alarming increase in hold times. We are stepping in to ensure that quality service is available when our customers need it.”
The Change Directive directs ETC to more than double the number of customer service representatives answering calls. Hiring additional agents will help ensure important key performance indicators (KPIs) are met, including how long a customer waits for a call to be answered.
The Joint Board will invest about $3 million to assist with the hiring and staffing of additional agents over the next year to help ensure system stability and immediately improve the customer experience.
Collections To Begin Later This Year
The Joint Board also approved a resolution to update the contract for Perdue Brandon, the agency that will collect outstanding tolls and fees owed to RiverLink.
“Collections and registration holds are important enforcement measures,” said Amanda Spencer, assistant state highway engineer with the Kentucky Transportation Cabinet. “The tolled bridges provide a faster and safer commute for the many drivers making the approximate 100,000 crossings on tolled bridges every day. It’s important that all drivers enjoying the benefits of the bridge are paying their fair share.”
The change order adjusts the four-year contract period to become effective upon the first collection referral to the agency. The contract is a performance-based agreement with no upfront cost to Indiana and Kentucky. Perdue Brandon will be paid based on a percentage of unpaid tolls they collect.
Outstanding tolls and fees move to collections after four unpaid monthly bills are sent. Vehicle owners in Kentucky and Indiana may also face vehicle registration holds for delinquent accounts. Collections and registration holds are expected to resume by the end of the year.
Other Joint Board Action
The Joint Board approved five other resolutions, including compensating TransCore, the roadside services provider, for a recent software upgrade to the system to make it compliant with the E-ZPass Interagency Group. E-ZPass transponders make up about 30% of RiverLink toll revenue, with the interoperable transponders accepted in 20 states.
The contract for the revenue control manager (LBMC, formerly Strothman and Company) was extended through June 2026, and the Joint Board approved a resolution to begin the procurement process for a new revenue control manager.
The Joint Board also approved contract extensions for its marketing (FieldTrip LLC) and public relations (Parsons Transportation Group) services. Those extensions run through June 2027.
Tolling Body Action
The Tolling Body approved a single resolution to make minor adjustments to business rules.
