Top priority remains improving customer experience
With a focus on improving customer service and experience, Kentucky and Indiana are moving forward to identify a new toll service provider (TSP) for the RiverLink tolling system. The TSP oversees back office services including image review, invoicing and customer service centers, including walk-up centers in both states and a local customer service call center.
The Joint Board for the Louisville-Southern Indiana Ohio River Bridges Project met today and approved a change order and resolution related to the transition. The change order includes terms for a negotiated termination for convenience with the current TSP, Electronic Transaction Consultants (ETC), a Quarterhill company. The states are investing additional dollars to ensure reliable customer service during the transition.
“Delivering quality customer service is the driving force for the states,” said Kentucky Transportation Cabinet (KYTC) Secretary Jim Gray. “Beginning procurement efforts for a new toll service provider earlier ensures the best chance of delivering the reliable service RiverLink customers deserve. It also means protecting the toll revenue that pays for the Bridges Project which tens of thousands of motorists rely on daily for faster and safer commutes.”
The change order includes terms reached during successful mediation with ETC/Quarterhill. Terms include a one-time payment of up to $2 million to reimburse the TSP for actual and documented costs for overflow customer care not previously covered by the states. Terms also include additional financial incentives to meet performance measures.
“The states are investing additional dollars during this critical transition period to ensure that customers’ needs are met,” said Indiana Department of Transportation (INDOT) Commissioner Lyndsay Quist. “Our unwavering commitment has been and will continue to be making sure customers get the assistance they need. We believe a new provider will deliver improved service for RiverLink customers and better align with the values and goals of the states.”
Terms of the Agreement
In addition to the one-time payment, the states will pay the TSP the following:
- $250,000 in direct costs per month for up to 46 additional full-time customer service representatives throughout the transition period (extending current order)
- $170,000 per month if key performance indicators (KPI) incentives are met
The states will take over select expenses related to the project (such as out-of-state look up costs, storage costs, printing costs). The costs are expected to total around $150,000 per month.
The investment will help ensure system reliability during the transition and protect more than $12 million in toll revenue received monthly, which is used to service Bridges Project debt and pay for operations and maintenance of the Bridges Project and tolling system.
Transition to New Provider
ETC received notice to proceed under its contract in July 2021 and started providing services in September 2023. ETC/Quarterhill will remain in its current role through no later than July 31, 2028. During the transition period, KPIs and associated liquidated damages will be applicable.
The Joint Board approved a resolution today authorizing representatives for the states to initiate efforts to provide a proposed contract for a new TSP for back office systems and customer service activities.
Roadside Provider
No changes are planned for the roadside provider for RiverLink tolling. Services include the installation, operation and maintenance of roadside equipment used to capture vehicle crossings on tolled bridges and to determine vehicle classification (number of axles and vehicle height). TransCore LP was awarded the seven-year contract in August 2022.
