THE WORLDS FIRST ALL-ELECTRONIC OPEN-ACCESS TOLL HIGHWAY October - - PowerPoint PPT Presentation
Click to edit Master title style THE WORLDS FIRST ALL-ELECTRONIC OPEN-ACCESS TOLL HIGHWAY October 26, 2012 WORLDS 1 ST Still the worlds most-sophisticated electronic toll highway NO toll-booths, closed ticket tolling scheme
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Controlled by CPPIB
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Approximately 1.3 million paper bills sent each month Down from 2 million bills prior to promotion of One Simple Bill Over 250,000 electronic bills sent monthly
answered in an average of
Average of 2740 calls a day 0.0059% of all trips made Current call drivers billing inquiries transponder inquiries payments
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1999 2011 21 workstations 174 workstations 21 telephone lines 640 telephone lines Long wait time <30 second wait time 1,400 sq. ft. call centre 13,800 sq. ft. call centre Legacy computer system $50M new billing system Telephone only service channel Online services, IVR, email 237,000 average workday trips
annually 300,000 transponders issued Over 1,000,000 transponders issued Inherited roadside/back office system $60M in new projects to upgrade and improve customer service No front counter monitoring or metrics Detailed front counter/CSR monitoring No escalations or Business Units Customer Advocacy, Commercial/Business Accounts, Ombudsman
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Channels of Choice (Monthly Average)
W e b Service Centre Phone E-mail
57,000 calls 5,300 visits 5,400 11,400 240,000
I V R
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2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
Open-access, all-electronic highway raises enforcement challenges Legislation makes toll evasion an offence Initiatives to reduce unbillable trips (where a plate cannot be read or a transponder does not read the account and billing cannot be completed and includes “non-revenue” trips by police, etc.)
Increase transponder penetration Optical Character Recognition Software upgrade Vehicle Detection and Capture upgrade Camera replacement project Tolling enforcement by police and Vehicle Fingerprinting
8.2% 7.4% 4.9% 4.7% 3.9% 3.6% 3.8% 3.7% 3.8%
10% 0% 9
2.7% 3.1% 2.7%
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New CMOS camera and lighting provides better, brighter and larger images. Improves automatic processing of plates. Reduces error rate on visual inspection. Provides more data for vehicle fingerprinting New lighting uses less energy
13 Before After Larger/Taller Images New energy efficient LED lighting
Most transactions are completed by using automatically read plate character information. However, plate character information alone was not sufficient for processing some video transactions. Enhanced OCR software reduces need for manual review of plates not recognized through first pass. Enhanced software for Video Exception Processing operators allows use of “*” (wildcard) search when one or more plate characters are missing. Unbillable traffic continues to decline.
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Fleet leasing companies Car rental agencies Courier companies Large private fleets
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Construction and Disposal companies Trailer leasing companies Bussing companies Haulage/Logistics companies
Overview of account and company dashboard Order a business transponder online Request an invoice adjustment online Group billing accounts by region and sort plates, transponders and charges by employee Create user accounts on website and assign permissions Automatic notifications and alerts
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Annual Child Seat Safety Clinics with our corporate partners, Ontario Provincial Police, St. John’s Ambulance, Vaughan Fire and Rescue and Vaughan EMS Advanced Traffic Incident Management Workshops Traffic safety campaign ,”MISSING,” with our corporate partners CAA South Central Ontario, OPP and MTO as part of the Traffic Safety Coalition Accident Awareness presentations at GTA high schools
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