News

Overnight Lane Closures Scheduled Next Two Weeks

Routine maintenance is planned for tolling equipment

LOUISVILLE, Ky. (April 19, 2021)Overnight lane closures are scheduled for two weeks near the Kennedy, Lincoln and Lewis and Clark bridges. The closures near the toll gantries and RiverLink rate signage will allow for routine maintenance of tolling equipment and digital signs.

The work is scheduled to begin overnight Monday, April 19 and end by Friday, April 30. The closures are expected weeknights between 9 p.m. and 5 a.m., except for Wednesday, April 28 when closures are expected to begin at 7 p.m. All ramps will be open. Drivers should be alert, watch for signage and slow down in the work area.

Work is scheduled for the following dates and locations, but the actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

  • Monday, April 19 and Tuesday, April 20: I-65 South near the Kennedy Bridge (three lanes and shoulder)
  • Wednesday, April 21 and Thursday, April 22: KY 841 near Lewis and Clark Bridge (one lane and one shoulder)
  • Friday, April 23: I-65 North near the Lincoln Bridge (three lanes and shoulder)
  • Monday, April 26: I-65 North near the Lincoln Bridge (two lanes and shoulder) and Exit 0 (Court Avenue) in Indiana (one lane)
  • Tuesday, April 27: Lane and shoulder closures near toll rate signage on I-65
  • Wednesday April 28: Lane and shoulder closures near toll rate signage on I-64, I-71 and KY 841
  • Thursday, April 29 and Friday, April 30: Complete any work postponed by weather or other unforeseen circumstances

Refunds Processed After Short-Term Payment Issue

Impacted customers have been identified and contacted

LOUISVILLE, Ky. (March 19, 2021)Refunds are being processed after a short-term issue with the operating system caused isolated payment issues on Thursday, March 18. A very small group of customers using auto-replenishment and some account payments were impacted.

 About a dozen customers who use auto-replenishment saw multiple charges to their payment source on file. Kapsch TrafficCom, the toll system provider, has identified those customers and representatives have contacted them directly or left a message with impacted customers. All payments and any associated charges will be refunded. It may take a few days for the refund to post to the payment source.

 There was also a small number of payments applied to the wrong accounts, and those payments have been corrected.

 The system issue, related to identifying information for transactions, was quickly identified and the payment system was temporarily closed for maintenance to correct the matter.

 No action is needed by impacted customers. All transactions have been closely reviewed, refunds are being processed and proper payments have been applied.

Joint Board Approves Change Order Resolution

Customer Service Performance Requirements Added for TSP

LOUISVILLE, Ky. (Dec. 1, 2020)The Joint Board met today and approved a single resolution for a change order to the Toll Services Agreement for the Toll System Provider (TSP). Kapsch TrafficCom serves as the TSP. The change order includes modification of customer service performance requirements and liquidated damages related to those requirements. It also includes pass-through costs for out-of-state lookups and supplemental customer service representatives and supervisors.

The Joint Board and TSP believe the customer service requirements and the additional staffing, as needed, will result in more consistency in meeting customer service needs. Successful out-of-state lookups to locate addresses for the purposes of sending invoices help to ensure all drivers enjoying the benefits of the bridges are paying their fair share.
Additions and modifications were made to customer service performance requirements. They include the following:

  • The maximum call wait time shall not exceed 10 minutes with daily reporting on this requirement.
  • Semi-monthly reporting will be required for the existing requirement that a minimum of 80 percent of calls be answered by a live representative within 60 seconds.
  • Customer service staff will be scheduled to comply with the requirement that no more than 4 percent of calls are abandoned after 60 seconds.

Additional provisions of the change order require the TSP to pay liquidated damages to the Joint Board when the customer service performance requirements are not met. They include:

  • The TSP shall pay the Joint Board $100 for each event in which the call wait time is ten minutes or longer.
  • When a minimum of 80 percent of calls are not answered by a live representative within 60 seconds, the TSP shall pay the Joint Board $500 for every percent or portion of a percent below 80 percent during semi-monthly reporting.
  • When more than 4 percent of customer service calls are abandoned after 60 seconds, the TSP shall pay the Joint Board $300 for every percent or portion of a percent above four percent for the day, as measured on a daily basis.

The TSP can deduct liquidated damages owed from its monthly operations and maintenance fee invoice.
Pass-Through Costs
The change order also includes additional costs the TSP will be passing through to the states on its monthly invoice. Those additional costs include:

  • The Joint Board will pay 80 percent of the actual cost for out-of-state lookup, up to $1 per lookup. The lookup includes license plate and registration searches for vehicles registered outside of Kentucky and Indiana.
  • The Joint Board will pay for additional customer service staffing beyond 20 full-time representatives, as needed, to help meet performance requirements.
  • The Joint Board will pay for supplemental supervisors for every 15 customer service representatives added beyond the baseline of 20 representatives.

The change order includes a total change in price, to be paid in a single lump sum to the TSP, of $2.9 million. The total includes $1.6 million for 80 percent of the cost of out-of-state lookups from January 2019 through September 2020. The additional $1.3 million is for additional customer service representatives and supervisors for February 2019 – November 2019.
Joint Board
The Joint Board includes transportation and finance leaders from Indiana and Kentucky. It’s made up of the Indiana Department of Transportation (INDOT) commissioner, the Indiana public finance director, the Kentucky Transportation Cabinet secretary and the Kentucky Public Transportation Infrastructure Authority (KPTIA) chairman, or their designees.
The Joint Board was created to have long-term oversight and management responsibility for the Ohio Rivers Bridges Project. Bi-state tolling representatives handle the day-to-day administration of the tolling system.
Note: Resolutions and supporting documents from the meeting will be posted at riverlink.com: https://riverlink.com/about/joint-board/.

Know Before You Go: Visiting Customer Service Centers

Normal operating hours resume with first hour reserved for high-risk individuals

LOUISVILLE, Ky. (Aug. 24, 2020)Normal operating hours have resumed at RiverLink Walk-Up Centers. The centers are open 8 a.m. to 6 p.m., Monday through Friday. The first hour of operation at both centers, 8 a.m. to 9 a.m., is reserved to serve customers considered higher risk for severe illness from COVID-19. The centers are located at 400 E. Main St. in downtown Louisville and 103 Quartermaster Ct. in Jeffersonville.

The centers reopened July 22 with several precautions in place to help keep customers and employees safe.

Safety Precautions
In addition to reserving the first hour of operation for high-risk groups, several measures are in place to help protect customers and staff.

  • Masks are required for service.
  • The number of people allowed inside at any one time is limited to 8 customers to allow social distancing.
  • Additional customers are asked to wait outside and remain socially distanced.
  • Restrooms are closed to the public except for emergency situations.

Plexiglass dividers separate customers and representatives and markers on the floor help reinforce social distancing guidelines. It’s suggested that customers avoid the lunch hour and late afternoon when the number of customers is usually highest. Customers are also encouraged to stay paperless, when possible.

Customer service areas and workstations are sanitized on a regular schedule with the center cleaned and sanitized nightly and deep cleaning on a weekly basis. Employees undergo daily health screenings and wear masks.

Self-Service Options from Home
Whether you’re opening a RiverLink prepaid account, managing an existing account or paying an invoice, it’s easy to take care of your needs at RiverLink.com, without the need to visit a walk-up center.

Opening an Account
Drivers who want to open an account can do so online in a few easy steps. There’s also a Fee Forgiveness program for qualifying drivers who owe tolls. All fees are forgiven and tolls are rolled back to transponder rates when drivers open a prepaid account. The offer is available once per license plate.

  1. Go to RiverLink.com and click the Pay Invoice button.
  2. Enter invoice number and license plate number.
  3. Click “I want to save money”.
  4. Savings are calculated based on reduced toll rates and waived fees.
  5. Click Proceed with Account Conversion.
  6. Follow the instructions to finish setting up a RiverLink prepaid account.

Transponders are mailed to customers free of charge and savings begin as soon as the account is opened. You always pay lower toll rates with a positive account balance. Auto-replenishment is the easiest way to keep your account in good standing and avoid invoices.

Managing an Account
It’s easy to manage a RiverLink prepaid account online. There are step-by-step How-To Guides available at RiverLink.com to walk you through all of your account management needs. They include the following:

 Paying an Invoice

  • Drivers can pay an invoice at RiverLink.com (click Pay Tolls), by phone or by mail.
  • Drivers without prepaid accounts can also choose to Pay by Plate. Just click on Pay Tolls at RiverLink.com and follow next steps.

Customer service assistance is also available by phone and email. Toll Dispute forms are also available at RiverLink.com.

Invoicing Resumes Following 4-Month Pause in Aging Cycle

Customers can pay online, by phone, by mail or in person

LOUISVILLE, Ky. (July 27, 2020)RiverLink invoicing is scheduled to return to a normal schedule on Monday, August 3. The aging of invoices had been paused during the temporary closure of the RiverLink Walk-Up Centers. The centers closed on March 17 to help stop the spread of COVID-19 and resumed operations July 22 with special hours and measures in place.

During the four-month pause in the aging cycle, invoices that included fees were not generated. Drivers continued to receive only first invoices (with no fees). Later toll notices (second, third and fourth invoices) will pick up where they paused in the aging cycle. A person who had previously received a second invoice with a $5 administrative fee can expect to receive a third invoice (violation notice) with a $25 violation fee if the second notice has not been paid in full.

Resuming normal invoicing means some customers will receive invoices for crossings that happened several weeks or months ago. The gap between crossing a tolled bridge and receiving an invoice simply reflects the period invoices were paused. Fees did not accumulate during the period but will be added as the normal billing cycle resumes.

Throughout the closure of the walk-up centers, several payment options remained available to customers. Tolls owed can always be paid online at RiverLink.com, by phone at 855-RIV-LINK and by mail.

Customers should pay tolls owed by the due date to avoid additional invoices and fees. To assist customers, there is a RiverLink Fee Forgiveness program. The offer is available once per license plate. Late fees are waived, and tolls owed are lowered to transponder rates when a customer opens a prepaid account.

New Billing Address
Customers will also notice a new billing address on RiverLink invoices. The mailing address has changed from Austin, TX to Perry, NY. The new mailing address is P.O. Box 70, Perry NY 14530. The address is preprinted on invoices and no changes are needed for customers paying by mail and using the preprinted payment slip. Customers using automatic bill pay should make sure to update their payment address.

Self-Service from Home
Whether paying an invoice, opening a RiverLink prepaid account or managing an existing account, it’s easy to take care of your needs at RiverLink.com. Simply click the Pay Tolls button on the homepage. You can take care of your needs without any wait and any lines.

Drivers who want to open an account can do so online in a few easy steps. There’s a Fee Forgiveness program available to qualifying drivers who owe tolls. All fees are forgiven and tolls are rolled back to transponder rates when drivers open a prepaid account. The offer is available once per license plate.

 It’s easy to manage a RiverLink prepaid account online. There are step-by-step How-To Guides available at RiverLink.com to walk you through all of your account management needs.

Walk-Up Centers
Several precautions are in place to help keep customers and staff safe, and the number of customers allowed inside at any one time is limited to eight.

The walk-up centers are located at 400 E. Main St. in downtown Louisville and 103 Quartermaster Ct. in Jeffersonville. The Kentucky walk-up center is temporarily adjusting its hours to 8 a.m. to 4 p.m., Monday through Friday. The Indiana walk-up center is open 8 a.m. to 6 p.m., Monday through Friday. The first hour of operation at both centers, 8 a.m. to 9 a.m., is reserved to serve customers considered higher risk for severe illness from COVID-19.

Account needs can be managed online at RiverLink.com, without the need to visit a walk-up center.

Self-Service Options From Home

How-To Guides are available

LOUISVILLE, Ky. (July 22, 2020)Whether you’re opening a RiverLink prepaid account, managing an existing account or paying an invoice, it’s easy to take care of your needs at RiverLink.com without the need to visit a customer service walk-up center. 

Opening an Account
Drivers who want to open an account can do so online in a few easy steps. There’s also a Fee Forgiveness program for qualifying drivers who owe tolls. All fees are forgiven and tolls are rolled back to transponder rates when drivers open a prepaid account. The offer is available once per license plate.

  1. Go to RiverLink.comand click the Pay Invoice button.
  2. Enter invoice number and license plate number.
  3. Click “I want to save money”.
  4. Savings are calculated based on reduced toll rates and waived fees.
  5. Click Proceed with Account Conversion.
  6. Follow the instructions to finish setting up a RiverLink prepaid account.

Transponders are mailed to customers free of charge and savings begin as soon as the account is opened. You always pay lower toll rates with a positive account balance. Auto-replenishment is the easiest way to keep your account in good standing and avoid invoices.

Managing an Account
It’s easy to manage a RiverLink prepaid account online. There are step-by-step How-To Guides available at RiverLink.com to walk you through all of your account management needs. They include the following:

Paying an Invoice

  • Drivers can pay an invoice at RiverLink.com (click Pay Tolls), by phone or by mail.
  • Drivers without prepaid accounts can also choose to Pay by Plate. Just click on Pay Tolls at RiverLink.com and follow next steps.

Customer service assistance is also available by phone and email. Toll Dispute forms are also available at RiverLink.com.

Know Before You Go: Visiting Customer Service Centers

First hour reserved for customers considered high-risk for severe illness

LOUISVILLE, Ky. (July 20, 2020) – The RiverLink Walk-Up Centers reopened Wednesday, July 22 with several precautions in place to help keep customers and employees safe. The offices have special hours to serve potentially high-risk customers and abbreviated hours at the Kentucky walk-up center.

The centers are located at 400 E. Main St. in downtown Louisville and 103 Quartermaster Ct. in Jeffersonville. The Kentucky walk-up center is temporarily adjusting its hours to 8 a.m. to 4 p.m., Monday through Friday. The Indiana walk-up center is open 8 a.m. to 6 p.m., Monday through Friday. The first hour of operation at both centers, 8 a.m. to 9 a.m., is reserved to serve customers considered higher risk for severe illness from COVID-19.

Safety Precautions
In addition to reserving the first hour of operation for high-risk groups, several measures are in place to help protect customers and staff.

  • Masks are required for service.
  • The number of people allowed inside at any one time is limited to 8 customers to allow social distancing.
  • Additional customers are asked to wait outside and remain socially distanced.
  • Restrooms are closed to the public except for emergency situations.

Plexiglass dividers separate customers and representatives and markers on the floor help reinforce social distancing guidelines. It’s suggested that customers avoid the lunch hour and late afternoon when the number of customers is usually highest. Customers are also encouraged to stay paperless, when possible.

Customer service areas and workstations are sanitized on a regular schedule with the center cleaned and sanitized nightly and deep cleaning on a weekly basis. Employees undergo daily health screenings and wear masks.

Self-Service Options from Home
Whether you’re opening a RiverLink prepaid account, managing an existing account or paying an invoice, it’s easy to take care of your needs at RiverLink.com, without the need to visit a walk-up center.

Opening an Account
Drivers who want to open an account can do so online in a few easy steps. There’s also a Fee Forgiveness program for qualifying drivers who owe tolls. All fees are forgiven and tolls are rolled back to transponder rates when drivers open a prepaid account. The offer is available once per license plate.

  1. Go to RiverLink.com and click the Pay Invoice button.
  2. Enter invoice number and license plate number.
  3. Click “I want to save money”.
  4. Savings are calculated based on reduced toll rates and waived fees.
  5. Click Proceed with Account Conversion.
  6. Follow the instructions to finish setting up a RiverLink prepaid account.

Transponders are mailed to customers free of charge and savings begin as soon as the account is opened. You always pay lower toll rates with a positive account balance. Auto-replenishment is the easiest way to keep your account in good standing and avoid invoices.

Managing an Account
It’s easy to manage a RiverLink prepaid account online. There are step-by-step How-To Guides available at RiverLink.com to walk you through all of your account management needs. They include the following:

 Paying an Invoice

  • Drivers can pay an invoice at RiverLink.com (click Pay Tolls), by phone or by mail.
  • Drivers without prepaid accounts can also choose to Pay by Plate. Just click on Pay Tolls at RiverLink.com and follow next steps.

Customer service assistance is also available by phone and email. Toll Dispute forms are also available at RiverLink.com.

Open or Manage Your Account Online

Several self-service How-To Guides are available

 LOUISVILLE, Ky. (July 7, 2020)RiverLink Walk-Up Centers remain temporarily closed to help stop the spread of coronavirus (COVID-19) in our communities, but it’s easy to open an account or manage an existing account from home. Step-by-step guides will help walk you through any needs you might have, and our customer service representatives are always available to assist.

Opening an Account – Fee Forgiveness

 If you cross the tolled bridges, you save money by opening a prepaid account. Savings are more than $2 per crossing. If you currently owe tolls and fees, you save even more money when you open a prepaid account. RiverLink has a fee forgiveness program that is available once per license plate. It makes it possible for qualifying drivers to save money as they wipe the slate clean. Drivers have outstanding late fees waived and tolls owed lowered to transponder rates when they open a prepaid account and get a transponder.

Thousands of qualifying drivers have taken advantage of the conversion offer, and the savings are substantial. In 2019, average savings totaled $175 per person. You don’t have to leave your home or even pick up your phone to take advantage of the offer. The one-time conversion offer is available online in a few easy steps:

  1. Go to RiverLink.com and click the Pay Invoice button.
  2. Enter invoice number and license plate number.
  3. Click “I want to save money”.
  4. Savings are calculated based on reduced toll rates and waived fees.
  5. Click Proceed with Account Conversion.
  6. Follow the instructions to finish setting up a RiverLink prepaid account.

Your savings begin right away. You always pay lower toll rates with a positive account balance. Auto-replenishment is the easiest way to keep your account in good standing and avoid invoices. Transponders are mailed free of charge. Customer service representatives can also assist with account conversion, if needed.

Managing Your Account Online

Once you set up your RiverLink prepaid account or if you already have an account, it’s easy to manage it online. There are step-by-step How-To Guides available at RiverLink.com to walk you through all of your account management needs. They include the following:

You can manage your account in a few easy steps at RiverLink.com.

Reminder: New Toll Rates Effective July 1

Toll rates are updated every year

LOUISVILLE, Ky. (June 17, 2020)New toll rates for three bridges connecting Louisville and Southern Indiana begin July 1, 2020. Rates will range from $2.15 to $12.93, depending on the size of the vehicle and whether the driver has a prepaid account.

Drivers with prepaid accounts in good standing and transponders pay the lowest toll rates and save more than $2 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.

Toll revenue is used to meet the financial obligations of the Ohio River Bridges Project and to pay for operations and maintenance of the bridges and roadways in the project area.

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

Toll rates increase annually by 2.5 percent, unless the rate of inflation (as measured by the Consumer Price Index) is higher. There was not an increase in 2017 because tolling had been in place for less than a year. Tolling, a bi-state effort between Indiana and Kentucky, started Dec. 30, 2016.

Find more information on RiverLink tolling, including answers to frequently-asked questions, at www.RiverLink.com.

 

Resolution Allows for Separation of Toll Services

Back office and customer service to be separate from roadside services

LOUISVILLE, Ky. (June 16, 2020)The Joint Board for the Louisville-Southern Indiana Ohio River Bridges Project met today and approved four resolutions, including one that allows for future contracts for toll services provider (TSP) services to be separated so that customer service center and back office services are under a different contract than roadside services.

Customer service center and back office services include image review, invoicing and customer service representatives at the call center and local customer service centers.  Roadside services include installing, operating and maintaining the roadside equipment that is used to capture crossings on tolled bridges and determine vehicle classification (number of axles and vehicle height).

The separation of the services is a practice being used by more tolling systems. It offers increased competition, opens the process to more potential providers and results in greater checks and balances between the two. The separation allows each provider to focus on the services it does best and is expected to provide more flexibility for the tolling system.

The resolution authorized the Indiana Finance Authority (IFA) to move forward with procurements for customer service center and back office services (TSP2 Services). TSP2 Services should be ready for implementation no later than Dec. 31, 2023, the expiration date for the contract with the current TSP, Kapsch TrafficCom.

Additional Resolutions

Three additional resolutions were passed by the Joint Board. One allows the IFA to engage a legal advisor to work on the procurement of TSP2 Services. Dentons Bingham Greenebaum will serve as legal advisor to the Joint Board for the purposes of working on the procurement of TSP2 Services.

Another resolution confirmed and ratified the selection of Strothman and Company as Revenue Control Manager (RCM). The RCM reconciles financial information, prepares financial reports and participates in any applicable audits. KPMG previously served as RCM. That contract will expire at the end of September. Strothman and Company will begin serving July 1.

The other resolution approved and adopted amended bylaws of the Joint Board regarding what constitutes a quorum. Previously, no fewer than three members constituted a quorum for any business at a meeting of the Joint Board. The amended bylaw reads that no fewer than four members shall be necessary to constitute a quorum.

Joint Board

 The Joint Board includes transportation and finance leaders from Indiana and Kentucky. It’s made up of the Indiana Department of Transportation (INDOT) commissioner, the Indiana public finance director, the Kentucky Transportation Cabinet secretary and the Kentucky Public Transportation Infrastructure Authority (KPTIA) chairman, or their designees.

The Joint Board was created to have long-term oversight and management responsibility for the Ohio Rivers Bridges Project. Bi-state tolling representatives handle the day-to-day administration of the tolling system.

Note: Resolutions and supporting documents from the meeting are posted at RiverLink.com: https://riverlink.com/about/joint-board/.