News
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/.
Reminder: New Toll Rates Effective July 1
Toll rates are updated every year
LOUISVILLE, Ky. (June 17, 2021) – New toll rates for three bridges connecting Louisville and Southern Indiana begin July 1, 2021. Rates will range from $2.21 to $13.26, 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. Tolling, a bi-state effort between Indiana and Kentucky, started Dec. 30, 2016.
Overnight Lane Closures Planned for I-65 North
A second night of maintenance is planned for tolling equipment
JEFFERSONVILLE, Ind. (June 11, 2021) – A second night of overnight lane closures is planned tonight on I-65 North, just north of the Abraham Lincoln Bridge. The three right lanes of I-65 North will be closed near the toll gantry to complete maintenance on toll equipment.
The closures are scheduled to begin around 9 p.m. Friday and end by 5 a.m. Saturday. All ramps will remain open to traffic.
The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.
Overnight Lane Closures Planned for I-65 North
Routine maintenance is planned for tolling equipment
JEFFERSONVILLE, Ind. (June 10, 2021) – Overnight lane closures are scheduled this week on I-65 North, just north of the Abraham Lincoln Bridge. The single night of closures is scheduled Thursday, June 10. The three right lanes of I-65 North will be closed near the toll gantry to perform maintenance on toll equipment. All ramps will remain open to traffic.
The lane closures are scheduled to begin around 9 p.m. and end by 5 a.m. If inclement weather prevents the work from being completed, crews plan to perform the work overnight Friday, June 11. Drivers should be alert and slow down in the work area.
The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.
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/.
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.
- Go to RiverLink.com and click the Pay Invoice button.
- Enter invoice number and license plate number.
- Click “I want to save money”.
- Savings are calculated based on reduced toll rates and waived fees.
- Click Proceed with Account Conversion.
- 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:
- How to add money to your account
- How to turn on auto-replenishment
- How to update license plate information
- How to assign vehicles to your E-ZPass transponder
- How to replace your local transponder
- How to add a payment method to your account
- How to change to paperless statements
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.
- Go to RiverLink.com and click the Pay Invoice button.
- Enter invoice number and license plate number.
- Click “I want to save money”.
- Savings are calculated based on reduced toll rates and waived fees.
- Click Proceed with Account Conversion.
- 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:
- How to add money to your account
- How to turn on auto-replenishment
- How to update license plate information
- How to assign vehicles to your E-ZPass transponder
- How to replace your local transponder
- How to add a payment method to your account
- How to change to paperless statements
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.