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. 

Toll rates are updated every year

To ensure the operations and maintenance of the three bridges connecting Louisville and Southern Indiana, new toll rates will be in effect beginning July 1, 2025. The annual rates are determined by a bi-state resolution established in 2013.

Under the bi-state resolution, toll rates are adjusted annually by 2.5% unless the rate of inflation (as measured by the Consumer Price Index) is higher. The April 2025 CPI was 2.3%, which means this year’s adjustment is 2.5%.

Rates will range from $2.68 for passenger cars to $16.01 for trucks with five or more axles, depending on the size of the vehicle and whether the driver has a prepaid account and a transponder.

Drivers in passenger vehicles with transponders and prepaid accounts in good standing save 50% off the standard toll of $5.36 per crossing. The easiest way to maintain a positive account balance is by choosing auto-replenishment and linking the account to a valid payment method.

Tolling is in place on the I-65 Abraham Lincoln Bridge, the I-65 Kennedy Bridge, and the SR 265/KY 841 Lewis and Clark Bridge connecting Prospect, Kentucky, and Utica, Indiana.

Maintenance planned on tolling equipment

Lane restrictions are scheduled overnight on the I-65 Lincoln Bridge in downtown Louisville, and the ramp to Court Avenue in Jeffersonville will be closed. The closures will allow crews to perform maintenance on tolling equipment.

The closures are scheduled between 8 p.m. and 5 a.m.

Thursday, June 12

• Lincoln Bridge: I-65 North (two outside lanes and shoulder)
• Court Avenue exit ramp from I-65 North (Exit 0)

Drivers should stay alert, watch for signage, and slow down in the work area. 

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

If you have received a text message related to unpaid or past due tolls from the Indiana Department of Transportation (INDOT) or another state agency, delete the message and report it to the Federal Trade Commission and/or Internet Crime Complaint Center.

State agencies do not send text messages related to unpaid or past due tolls.

In addition, state agencies no longer use GovDelivery to distribute agency messages, and transitioned to Salesforce Marketing Cloud for this service in late 2024.

Sign up to receive text and email updates from INDOT at alerts.indot.in.gov.

Additional information from the Indiana Office of Technology is available here.

Overnight lane restrictions are expected this week on the Lewis and Clark Bridge. The closures will allow crews to perform routine maintenance on tolling equipment.

Monday, April 7

• Lewis and Clark Bridge: SR 265/KY 841 South (single-lane closures)

Tuesday, April 8

• Lewis and Clark Bridge: SR 265/KY 841 South (single-lane closures, if needed)

Lane closures are scheduled between 8 p.m. and 5 a.m.

Drivers should stay alert, watch for signage, and slow down in the work area. 

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

Routine maintenance planned on tolling equipment

Overnight lane restrictions are expected tonight on the I-65 Lincoln Bridge in downtown Louisville, and the ramp to Court Avenue in Jeffersonville will be closed. The closures will allow crews to perform routine maintenance on tolling equipment.

The closures are scheduled between 8 p.m. and 5 a.m.

Tuesday, Jan. 14

• Lincoln Bridge: I-65 North (two outside lanes and shoulder)
• Court Avenue exit ramp from I-65 North (Exit 0)

Drivers should stay alert, watch for signage, and slow down in the work area. 

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

Three lanes will be restricted on the Kennedy Bridge

Overnight lane restrictions are expected tonight and Wednesday on the Kennedy Bridge in downtown Louisville. The closures will allow crews to perform routine maintenance on tolling equipment.

Lane closures are scheduled between 8 p.m. and 5 a.m.

Tuesday, Dec. 17 and Wednesday, Dec. 18

• Kennedy Bridge: I-65 South (three lanes and shoulder)

The routine maintenance was originally expected in November but couldn’t be completed because of other work in the area. Drivers should stay alert, watch for signage, and slow down in the work area. 

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

Restrictions will impact Lincoln, Kennedy and Lewis and Clark bridges

Overnight lane restrictions are expected next week and the following week on the Lincoln and Kennedy bridges in downtown Louisville and the Lewis and Clark Bridge. The closures will allow crews to perform routine maintenance on tolling equipment.

Lane closures are scheduled between 8 p.m. and 5 a.m.

Monday, Nov. 4 – Wednesday, Nov. 6

• Lincoln Bridge: I-65 North (three lanes and shoulder)

Thursday, Nov. 7

• Lewis and Clark Bridge: SR 265/KY 841 South (single-lane closures)

Friday, Nov. 8

• Lewis and Clark Bridge: SR 265/KY 841 North (single-lane closures)

Sunday, Nov. 10 and Monday, Nov. 11

• Kennedy Bridge: I-65 South (three lanes and shoulder)

Drivers should stay alert, watch for signage, and slow down in the work area. 

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

Will accommodate routine maintenance on tolling equipment

An overnight lane restriction is scheduled for Tuesday, Sept. 10 on the Lewis and Clark Bridge (SR 265/KY 841). The single-lane closure will allow crews to perform routine maintenance on tolling equipment.

The restriction is scheduled to begin around 8 p.m. Tuesday and end by 5 a.m. Wednesday. The closure will include one northbound lane (inside lane) and the inside shoulder on the bridge.

Drivers should stay alert, watch for signage, and slow down in the work area. 

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

Ensure all links are valid and point to RiverLink.com

To protect customers, RiverLink warns recipients of a text smishing attempt impersonating the tolling service for three bridges connecting Kentucky and Indiana. The text message includes a link and the sender is listed as “RiverLinks” or “Kentucky Toll Roads”. RiverLink is working to have any reported fraudulent websites removed.

Recipients are urged to closely review any text messages received and ensure all links are valid and pointing to RiverLink.com.

The text message is not from RiverLink and recipients are warned not to click the link that asks for personal information. RiverLink does not share toll charge notifications via text message, only low-balance and auto-replenishment reminders for customers with prepaid accounts. 

Anyone who may have clicked on a fraudulent link and provided any personally identifiable information should immediately contact their bank or credit card provider to secure their information and financial accounts.

Victims of SMS tolling text scams should file a complaint with the FBI’s Internet Crime Complaint Center (IC3) and be sure to include the phone number from where the text originated and the website listed within the text.

Drivers without a prepaid account can check tolls owed at RiverLink.com by clicking the green “Pay Bill” button on the homepage and entering information under the “Pay Your Toll Bill” header. Drivers with a prepaid account can check crossings by logging in at RiverLink.com.