News
Joint Board and Tolling Body Approve Resolutions for New Call Center and Operational Improvements
Call center to bring 60 new local jobs
The Joint Board and Tolling Body for the Louisville-Southern Indiana Ohio River Bridges Project met today and approved 11 resolutions related to the operations of the RiverLink tolling system. This includes plans to move its customer call center to Louisville, adding 60 local jobs. Additionally, the Tolling Body approved an updated toll policy agreement for the tolling system.
The new call center, located on Linn Station Road near Hurstbourne Parkway, is scheduled to open in the summer of 2023.
“Seven years ago, RiverLink helped build the Abraham Lincoln and Lewis and Clark bridges, and significantly extended the life of the John F. Kennedy Memorial Bridge,” said Indiana Department of Transportation Commissioner Mike Smith. “Our partnership with Kentucky has helped improve connections between the two states and spurred economic growth on both sides of the river. We are committed to ensuring this connection and partnership remain strong as we move forward.”
The center will replace the existing call center in Muncie, Ind. That center will continue to support RiverLink’s customer service calls until the opening of the new center this summer.
“We are excited Louisville will be the call center’s new home,” Kentucky Transportation Cabinet Secretary Jim Gray said. “RiverLink customers will receive top-notch customer service from representatives who live and work in the areas they serve.”
No in-person services will be provided at the new call center. Those services will continue to be provided at RiverLink’s walk-up centers in downtown Louisville and Jeffersonville.
The opening of the new call center is part of RiverLink’s transition to a new back-office service provider, Electronic Transaction Consultants (ETC). In addition to customer service support, ETC will also handle image review and invoicing.
ETC is one of two new vendors that will support RiverLink’s operations starting in the summer of 2023. TransCore was selected earlier this year to provide roadside services. These include installing, operating and maintaining the equipment that captures vehicle crossings on tolled bridges.
Additionally, the Joint Board and Tolling Body for the Louisville-Southern Indiana Ohio River Bridges Project approved the following resolutions.
KPTIA Transponder Agreement
The Joint Board approved a resolution authorizing the Kentucky Public Transportation Infrastructure Authority (KPTIA) to enter into a new agreement for transponders, procured by the E-ZPass Interagency Group. KPTIA, as a representative of the Joint Board, is a member of the E-ZPass Interagency Group, which operates the E-ZPass System.
Change Order for Custody and Revenue Control Agreement
The second resolution approved makes necessary adjustments to the flow of funds and bank accounts to align with the new vendors.
Change Order for Back-Office Requirements and Schedule
The Board approved a revision to the requirements and schedule originally laid out in the contract with ETC. The change order updates ETC’s requirements to be more in line with the transition needs. The approval also shifts the go-live date, now aligned with the fiscal year, which begins July 1.
TransCore Change Order 1
This change order amends the contract with TransCore to allow for the combination of roadside system tests, reducing redundancy. The amendment also moves the go-live date from September 1, 2023, to December 1, 2023.
Ratification of Agreement Extensions
The Joint Board approved contract extensions with Strothman and Company (Revenue Control Manager), C2 Strategic Communications (Marketing and Public Relations) and HNTB (Toll Services Advisor).
Joint Board Bylaw Revision
The Board approved a resolution amending the bylaws to clarify the process for contract extensions. Under the revised bylaws, contracts may be extended by either formal Joint Board approval or written consent of IFA, INDOT, KYTC and KPTIA.
Ratification of Gantries
The Joint Board approved a resolution ratifying contracts between the Indiana Department of Transportation and Mid-Park to provide new gantries and between INDOT and Hoosier for the coordination and installation of the new gantries.
The ratification of these contracts follows the Board’s August approval for the procurement of gantries.
Updated Toll Policy Agreement
The Tolling Body approved updated Toll Policy Agreements. The new agreements are necessary given the transition from Kapsch TrafficCom, the current Toll System Provider, to a new back-office provider, ETC, and the addition of new roadside and collections vendors, Transcore and Perdue Brandon.
New business rules are included in the Toll Policy Agreements. Under the new business rules, some invoices for unregistered vehicles will be temporarily held beginning April 1, 2023 to allow for the transition between Kapsch and ETC. The pending invoices will begin to be issued once ETC back-office operations begin this summer. Registered pre-paid tag transactions will continue to post to registered customer accounts during this period.
Video transactions will be held.
Other changes to the business rules to be effective with the new ETC back office, include no longer holding transactions that are less than $5, a monthly billing cycle and allowing a limited number of video tolls (V-tolls) to count towards the Frequent User Discount program.
Lane Closure Scheduled for Friday Night
Lane Closures will take place between 9 p.m. and 5 a.m.
LOUISVILLE, Ky. (Thursday August 25, 2022) – Overnight lane closures are scheduled on Interstate 65 South and on the Gene Snyder Freeway (KY 841) North for Friday, August 26 between 9 p.m. and 5 a.m. Work crews will perform routine maintenance on overhead equipment and roadway sensors at multiple toll plazas during this time.
The routine toll plaza maintenance will take place at the following locations:
- Two right lanes of Interstate 65 South will close at mile marker 0.2 in Indiana, near the Kennedy Bridge. Three southbound lanes and the Court Avenue On-Ramp to I-65 will remain open.
- One lane and the shoulder on the Gene Snyder Freeway (KY 841) North, will close at mile marker 38 in Kentucky, near the Lewis and Clark Bridge. One north bound lane will remain open.
Drivers should be 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.
Joint Board Approves New Toll Equipment, Collection Vendors
Ohio River Bridges Project board passes five resolutions to improve tolling system
The Joint Board for the Louisville-Southern Indiana Ohio River Bridges Project met today and approved five resolutions related to operations of the RiverLink tolling system.
One of the resolutions was the approval of TransCore LP as the new roadside provider (RSP2). Roadside services include installing, operating and maintaining the roadside equipment used to capture vehicle crossings on tolled bridges and determine vehicle classification (number of axles and vehicle height). The new contract will result in significant improvements to the current roadside system.
Roadside tolling equipment typically has a 7- to 10-year lifespan. Tolling started at the end of 2016. TransCore is expected to have its equipment and systems in place by next year.
The current contract for roadside services and back office services is with Kapsch TrafficCom (TSP). The Joint Board approved a resolution in June 2020 to separate contracts for back office and roadside services.
Electronic Transaction Consultants (ETC) was selected as the back office provider (TSP2) in June 2021. Back office services include image review, invoicing and customer service centers. ETC’s operations also will be in place in 2023.
Toll Collection Resolution
In another resolution passed today, the Joint Board selected Perdue, Brandon, Fielder, Collins & Mott LLP to assist with Collections. The new vendor will collect outstanding tolls and fees and help ensure that all drivers using the tolled bridges pay their fair share.
This contract will be a performance-based agreement with no upfront costs to RiverLink. The vendor will be paid based on a percentage of unpaid tolls they collect. Outstanding tolls and fees will move to Collections after four unpaid invoices are sent. Vehicle owners in Kentucky and Indiana may also face vehicle registration holds for seriously delinquent accounts.
Additional Resolutions
A third resolution passed today authorizes a change order with Kapsch TrafficCom, which has served as the Toll System Provider (TSP1) since 2015. The change order recognizes changes in the TSP’s scope of work to successfully transition back office services to a new provider.
A fourth resolution approved by the Joint Board authorizes a change order with Kapsch TrafficCom regarding billable rates for customer service activities. The adjustment is intended to address the tight labor market and to support recruitment and retainment of experienced employees to improve customer service.
The final resolution passed today authorizes the Kentucky Transportation Cabinet to act as the Contracting Party for one or more procurements related to marketing and public relations services. C2 Strategic Communications has provided both public relations and marketing services for RiverLink since 2017.
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.
Reminder: New Toll Rates Effective July 1
New toll rates for three bridges connecting Louisville and Southern Indiana begin July 1, 2022. Rates will range from $2.40 to $14.38, 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. In a passenger vehicle, the savings is 50% 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. The April 2022 CPI used to calculate the increase was 8.3 percent.
Additionally, the new rates include an adjustment of 0.1 percent that should have been reflected in the July 2021 rate increase. This adjustment was necessary because last year’s rate increase was calculated using the 2.5 percent baseline rather than the March 2021 CPI of 2.6 percent.
Tolling, a bi-state effort between Indiana and Kentucky, started Dec. 30, 2016.
Tonight’s Overnight Lane Closures Rescheduled
Overnight lane closures scheduled tonight near the Lewis and Clark Bridge have been cancelled because of the inclement weather expected. The closures will be combined with work already scheduled for overnight Saturday.
The closures are expected to begin around 9 p.m. on Saturday, March 12 and end by 5 a.m. on Sunday, March 13. Drivers should be alert, watch for signage and slow down in the work area.
The routine maintenance work on tolling equipment and signage is scheduled at the following locations:
- KY 841 North near the Lewis and Clark Bridge (one lane and shoulder)
- KY 841 South near the Lewis and Clark Bridge (one lane and shoulder)
- Two lanes and shoulder closures on KY 841 North at mile marker 36 in Kentucky
The actual starting date and duration may be adjusted again if inclement weather or other unforeseen activities occur.
Overnight Lane Closures Scheduled this Week
Overnight lane closures are scheduled this week 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, March 7 and end Sunday, March 12. The closures are expected between 9 p.m. and 5 a.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:
- Monday, March 7: I-65 North near the Lincoln Bridge (three lanes and shoulder) and single lane and shoulder closures near toll rate signage on I-65 North at mile marker 135 in Kentucky
- Tuesday, March 8: I-65 North near the Lincoln Bridge (two lanes and shoulder) and one lane of the ramp to Exit 0 (Court Avenue) in Indiana
- Wednesday, March 9: I-65 South near the Kennedy Bridge (three lanes and shoulder) and single lane and shoulder closures near toll rate signage on I-65 South at mile markers 2.3 and .8 in Indiana
- Thursday, March 10: I-65 South near the Kennedy Bridge (three lanes and shoulder)
- Friday, March 11: KY 841 South near the Lewis and Clark Bridge (one lane and shoulder)
- Saturday, March 12: KY 841 North near the Lewis and Clark Bridge (one lane and shoulder) and two lanes and shoulder closures on KY 841 North at mile marker 36 in Kentucky
The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.
Preparations Being Made for New Roadside Provider
New gantries will be erected for updated equipment
LOUISVILLE, Ky. (Feb. 2, 2022) – The Joint Board for the Louisville-Southern Indiana Ohio River Bridges Project met today and approved two resolutions related to the operations of the RiverLink tolling system.
One of the resolutions is related to new gantries in the project area. It authorizes the Indiana Department of Transportation (INDOT) to move forward with the design and procurement of new gantries to prepare for a new roadside provider. A gantry is the physical structure onto which electronic tolling equipment is mounted. A consultant will help with the design work and procurement efforts. A vendor will be selected and installation will be coordinated at a later date.
With a new roadside provider expected to be in place in 2023, Indiana and Kentucky are moving forward with preparations that will expedite the transition and ensure continuity for motorists. New gantries will be erected near existing gantries at the tolled Lincoln, Kennedy and Lewis and Clark bridges.
Exact locations will be identified during the design process, but the gantries are expected to be around 100 feet away from existing gantries to prevent interference for sensors that rely on radio frequency technology.
Existing gantries may stay in place for possible future use. New gantries are anticipated to be erected to the side of the road and installed over the roadway when the new equipment is in place. This two-step process will help to limit disruptions to traffic and minimize needed lane closures.
The cameras and sensors on the gantries are used to capture crossings on tolled bridges and help determine vehicle classification.
Existing tolling equipment is nearing the end of its lifespan. Roadside tolling equipment typically has a 7 to 10-year life span. Tolling started at the end of 2016.
New Back Office Provider
In addition to a new roadside provider, a new back office provider is expected to be in place in 2023. Electronic Transaction Consultants (ETC) was selected as the new provider in June 2021. Back office services include image review, invoicing and customer service centers. ETC will operate walk-up centers in both states and a local customer service call center.
Additional Resolution
Another resolution passed today authorizes the Indiana Finance Authority to procure the services of a vendor or vendors to assist with the collection process. The vendor(s) could collaborate with the current and future toll services providers (TSP), Kapsch TrafficCom and ETC, to collect outstanding tolls and fees.
An outside vendor is expected to help ensure outstanding tolls are paid and that all drivers using the tolled bridges pay their fair share.
Note: The resolutions from the meeting are posted at RiverLink.com: https://riverlink.com/about/joint-board/.
Procurement Moves Forward for New Roadside Provider
New roadside provider expected to be in place in 2023
LOUISVILLE, Ky. (Nov. 29, 2021) – The Joint Board for the Louisville-Southern Indiana Ohio River Bridges Project met today and approved two resolutions related to the operations of the RiverLink tolling system.
One of the resolutions is related to procurement of a new toll services provider (TSP) for roadside services. It authorizes the Indiana Finance Authority (IFA) to act as the Contracting Party for the new roadside provider. Those services include installing, operating and maintaining the roadside equipment used to capture crossings on tolled bridges and determine vehicle classification (number of axles and vehicle height).
The request for proposal (RFP) for the new roadside provider is expected in early 2022. The new roadside provider (RSP2) is expected to be in place in 2023 before the TSP 1 contract expires. Roadside tolling equipment typically has a 7 to 10-year life span. Tolling started at the end of 2016.
The Joint Board approved a resolution in 2020 to procure a new back office provider (TSP2). Electronic Transaction Consultants (ETC) was selected as the new back office provider in June 2021. Back office services include image review, invoicing and customer service centers. ETC, which is expected to be in place in 2023, will operate walk-up centers in both states and a local customer service call center.
Additional Resolution
A second resolution passed today authorizes the Kentucky Transportation Cabinet to act as the Contracting Party to procure a broker and business income insurance, which would cover a loss of income due to a slowdown or temporary suspension of operations because of damage to property. Business income insurance has been in place since prior to the start of tolling, and the current policy term expires in June 2022.
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: The resolutions from the meeting are posted at RiverLink.com: https://riverlink.com/about/joint-board/.
I-65 North Overnight Lane Closures Scheduled
Three lanes expected to close overnight Tuesday
LOUISVILLE, Ky. (Oct. 12, 2021) – Overnight lane closures are scheduled Tuesday on I-65 North near the Abraham Lincoln Bridge. Three lanes and a shoulder will be closed for maintenance of tolling equipment.
The closures are expected to begin around 9 p.m. on Tuesday, Oct. 12 and end by 5 a.m. on Wednesday, Oct. 13.
Work will occur on I-65 North from the Ohio River to just north of Court Avenue in Jeffersonville. Two lanes of I-65 North and all ramps will remain open.
The work could be postponed by weather or other unforeseen circumstances.
Selection of New Toll Services Provider is Confirmed
ETC will operate a local customer service center
LOUISVILLE, Ky. (June 25, 2021) – The Joint Board for the Louisville-Southern Indiana Ohio River Bridges Project met today and approved a resolution to confirm and ratify the selection of a new toll services provider (TSP) for the RiverLink tolling system. Electronic Transaction Consultants, LLC (ETC) is expected to begin operating the customer service center and back office services by July 1, 2023.
ETC will operate a local customer service center (back office operations). A specific location has yet to be determined, but requirements call for the center to be within a 15-mile radius of the Abraham Lincoln Bridge that connects downtown Louisville and Jeffersonville, Indiana. The number of jobs is yet to be determined. Monthly performance requirements will be in place. ETC will staff accordingly to meet or exceed those requirements.
There will be an extended amount of overlap for customer service and back office services with the current TSP, Kapsch TrafficCom USA, Inc. (TSP1). That will allow for coordination, account-data migration and a seamless transition for customers.
Customers will not be impacted by the transition, but they should expect improvements and efficiencies in the customer experience with the new and updated services. All points of RiverLink contact (two customer service centers, website, email and phone) will remain the same for customers until the new provider is in place in 2023.
ETC (TSP2) is expected to have notice to proceed next month. The 10-year contract includes development and implementation of new services and seven years of toll service operations. The total contract price is estimated to be $79.3 million.
Customer and back office services include image review, invoicing and customer service representatives at the call center and local customer service centers.
TSP1 will continue to operate 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 Joint Board approved the separation of toll services in June 2020. It’s a practice being used by more tolling systems to offer increased competition, opening the process to more potential providers and resulting 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.
Nine firms submitted proposals for TSP2 services in December 2020 and interviews, proof of concept and a best and final offer followed. ETC emerged as the apparent best value for TSP2 services.
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: The resolution from the meeting is posted at RiverLink.com: https://riverlink.com/about/joint-board/.