Board of Directors Operations Committee Meeting North Carolina - - PowerPoint PPT Presentation

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Board of Directors Operations Committee Meeting North Carolina - - PowerPoint PPT Presentation

Dec 07, 2022 524 likes •933 views

Board of Directors Operations Committee Meeting North Carolina Turnpike Authority April 12, 2018 Bill by Email Program Angela Queenland Manager of Customer Service 2 Bill by Email Program Bill by Email The Bill by Email program is a

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Board of Directors Operations Committee Meeting

North Carolina Turnpike Authority April 12, 2018

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Bill by Email Program

Angela Queenland Manager of Customer Service

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Bill by Email

  • The Bill by Email program is a new service that allows Bill by

Mail customers to opt-in to receive future invoices by email in lieu of U.S. mail

  • Go-live: December 29, 2017
  • Bill by Mail customers who have received an invoice may opt-in
  • nline to receive future invoices by email

Bill by Email Program

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Customer Benefits

Bill by Email Program

  • New option for the customer to select their preferred

method to receive invoices

  • Access to the information needed to manage/pay

invoices at the convenience of the customer

  • Eco-friendly

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  • Inform customers on the invoice payment coupon of the option

to sign up online to receive future invoices by email

NC Quick Pass Invoice

Bill by Email Program

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$1.20

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Bill by Email Program

JOHN SMITH 200 SORRELL GROVE CHURCH RD MORRISVILLE, NC 27560 10000000000

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JOHN SMITH 200 SORRELL GROVE CHURCH RD MORRISVILLE, NC 27560 USA 10000000000

Mobile Opt-in

Bill by Email Program

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Bill by Email Program

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JOHN SMITH 200 SORRELL GROVE CHURCH RD MORRISVILLE, NC 27560 10000000000 You are opted in to the Bill by Email service. Click here to manage your preferences. JohnSmith@johnsmith.com

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Bill by Email Enrollment

(Opt-in Date)

Bill by Email Program

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100 200 300 400 500 600 700 800 900 1000 Week of December 31, 2017 Week of January 7, 2018 Week of January 14, 2018 Week of January 21, 2018 Week of January 28, 2018 Week of February 4, 2018 Week of February 11, 2018 Week of February 18, 2018 Week of February 25, 2018 Week of March 4, 2018 Week of March 11, 2018 Week of March 18, 2018 Week of March 25, 2018

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Bill by Email Enrollment

(Account Open Date)

Bill by Email Program

*Q1 2018 to date 10

200 400 600 800 1,000 1,200 1,400 1,600 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 2012 2013 2014 2015 2016 2017 2018

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Bill by Email Enrollment

(By Zip Code)

Bill by Email Program

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Next Steps

  • Continue to track system functionality
  • Promote Bill by Email service

– Social media – Storefront signage – Bill by Mail inserts

Bill by Email Program

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Customer Service Center Expansion

Andy Lelewski, P.E. Director of Toll Operations

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Current Operations

  • Triangle Expressway
  • Fully opened to traffic:

– January 2013

  • 4.1 million monthly transactions
  • Over 165,000 NC Quick Pass accounts*
  • Over 2.1 million Bill by Mail (video)

accounts*

  • Over 350,000 transponders sold*

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*as of January 2018

CSC Expansion

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NC Quick Pass Customer Service Center

  • Customer service for tolling opened in October 2010
  • North Carolina Ferry customer service added in February 2012

2010: 2017:

CSC Expansion

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CSC Average Monthly Activity

  • Moved BOS activities to night shift

– DMV hold processing – Image review – Nixie processing

CSC Expansion

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Q1 - 2017 Q1 - 2018 Toll Collection Phone Calls 25,000 26,000 Transponder Fulfillment 5,700 8,500 Image Review 215,000 300,000 New NC Quick Pass Accounts 2,500 3,300 New Bill by Mail Accounts 24,000 22,000 Walk-in Customers 1,500 1,500

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Looking Ahead

  • Continued growth of Triangle Expressway
  • Monroe Expressway

– Expected to open Fall 2018

  • I-77 Express Lanes

– Expected to open late Fall 2018

CSC Expansion

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Monroe Expressway

CSC Expansion

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Monroe Customer Service

  • Storefront Activities

– Customer service for walk-in customers – Transponder sales

  • Impact to Morrisville CSC Operations

– Call volume – Transponder fulfillment – Image review – Service requests

CSC Expansion

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I-77 Express Lanes

CSC Expansion

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I-77 Customer Service

  • Storefront Activities

– Customer service for walk-in customers – Transponder sales – Customer education on HOV policy

  • Impact to Morrisville CSC Operations

– Level II customer service coordination with I-77 Mobility Partners – Call volume – Transponder fulfillment – Service requests

CSC Expansion

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Looking Ahead

  • Morrisville Customer Service Center Expansion

– Final Completion: April 2018

  • Monroe Expressway Storefront

– Preparing for a mid 2018 opening

  • I-77 Express Lanes Storefront

– Preparing for a mid 2018 opening

CSC Expansion

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CSC Workstation Forecast

CSC Expansion

23 20 40 60 80 100 120 140 Jul-18 Sep-18 Nov-18 Jan-19 Mar-19 May-19 Jul-19 Sep-19 Worst Case Scenerio Projected Capacity

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CSC Expansion

CSC Expansion

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CSC Expansion Current CSC Occupancy Potential Expansion Space

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CSC Expansion

  • 6,930 sq. ft. expansion of existing space
  • 79 additional workstations
  • NCTA office space: six (6) offices and seven (7) cubicles
  • Technology enhancement
  • Security upgrade
  • Additional restrooms and parking

CSC Expansion

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CSC Expansion

CSC Expansion

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CSC Expansion

CSC Expansion

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CSC Expansion

CSC Expansion

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CSC Expansion

CSC Expansion

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CSC Expansion

CSC Expansion

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CSC Expansion

CSC Expansion

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CSC Expansion

CSC Expansion

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CSC Expansion

CSC Expansion

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Questions?

CSC Expansion

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Triangle Expressway Tri-Protocol AVI Retrofit

Andy Lelewski, P.E. Director of Toll Operations

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AVI (Automated Vehicle Identification) Retrofit Path:

Triangle Expressway Tri-Protocol AVI Retrofit

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  • Pre-Retrofit Transponder Population

– TDM and SeGo

  • Procurement for:

– Tri-Protocol Roadside Reader Equipment – E-Z Pass / HOV Transponder – Low Cost Transponder

  • Evaluated Tri-Protocol Reader and Transponders

– Factory Acceptance Testing – Integration Testing with current RTCS

  • Updated BOS to support:

– New transponder types (6C sticker, Switchable HOV) – Updated pricing – Website changes

  • Customer Service Coordination

– Preparations and training with service center agents – Reconfiguration of Customer Service Center storefront – Public outreach via public events and social media

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35% 40% 45% 50% 55% 60% 65% 70%

Overall Weekday AVI Penetration Rate

AVI Penetration Rate Trend

AVI Retrofit System Analysis Results

Triangle Expressway Tri-Protocol AVI Retrofit

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30 Day Implementation period Early August to Early September TDM / SeGO Protocols TDM / SeGO / 6C Protocols

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AVI Retrofit System Analysis Results

Triangle Expressway Tri-Protocol AVI Retrofit

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0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0%

% of Transponder Transactions Reads By Protocol By Day

SeGO TDM 6C

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AVI Retrofit System Analysis Results

Triangle Expressway Tri-Protocol AVI Retrofit

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20000 40000 60000 80000 100000 120000

Number of Transponder Reads by Protocol, by Day

SeGO TDM 6C

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Thank you!