INTERNATIONAL BRIDGE, TUNNEL AND TURNPIKE ASSOCIATION 2016 WEBINAR SERIES VIOLATORS AND VIOLATIONS The Eternal Tolling Challenge!
INTERNATIONAL BRIDGE, TUNNEL AND TURNPIKE ASSOCIATION BILL CRAMER Communications Director IBTTA
www.ibtta.org/EVENTS INTERNATIONAL BRIDGE, TUNNEL AND TURNPIKE ASSOCIATION Upcoming Meetings Exhibit and Sponsorship Opportunities Available Now! Contact Terri Lankford, tlankford@Ibtta.org. Summit on All-Electronic Tolling, Managed Lanes & Interoperability July 24-26 | Boston, MA | www.ibtta.org/BOSTON IBTTA 84 th Annual Meeting & Exhibition September 11-14 | Denver, CO | www.ibtta.org/DENVER Global Summit of Mexico October 16-18 | Mexico City, Mexico | www.ibtta.org/MEXICOCITY
INTERNATIONAL BRIDGE, TUNNEL AND TURNPIKE ASSOCIATION Professional Development Hours & Logistics for Today • Professional Development certificate: email kdavis@ibtta.org • Submit Questions via the Q&A Pod • Files can be downloaded from the Files Pod • The Webinar will last one hour • Slides and recorded audio will be on the website within a day. www.ibtta.org/webinars
INTERNATIONAL BRIDGE, TUNNEL AND TURNPIKE ASSOCIATION DOUG CHASTAIN
INTERNATIONAL BRIDGE, TUNNEL AND TURNPIKE ASSOCIATION James Hofmann Kimberly Jackson Gio Rodriguez
Toll Enforcement Remedies: NTTA’s 5-year journey James Hofmann, Assistant Executive Director of Operations Kim Jackson, Sr. Director of Public Affairs Gio Rodriguez, Director of Contact Center and Collections June 22, 2016 Customer Service ● 5900 W. Plano Parkway, Plano, TX 75093 ● 972-818-NTTA (6882) ● 817-731-NTTA (6882) ● www.ntta.org
NTTA Snapshot 7.4 97% 4 million million customer active customers service TollTags & growing satisfaction TollTag Est. in Locally 950 market share 1997 97 owned & lane miles 79% operated 2 million All Daily video daily electronic transactions transactions 9 years 450,000 8
ZipCash Invoice and Collection Process Toll Enforcement Remedies Video JP 2nd Notice 3rd Notice Collection DPS Invoice 1st Notice transaction of Citations Courts of Agency (25 days, of in lane Non-Payment (200 + days) Non-Payment (365 days) no fees) Non-Payment (25 days) (25 days) (25 days) • Habitual violator designation • Vehicle registration block • Vehicle ban Vehicle impoundment •
2010 All-ETC Conversion 2012 2013 Scofflaw Legislative Campaign Action 2011-2013 Legislative Education Toll Enforcement Remedy Journey
Educate the Customer/Scofflaw Goals 1. Encourage payment from ZipCash pay-by- mail customer 2. Gather support from partners and stakeholders to prompt legislative action 3. Encourage fairness 11 ● M o b i l i t y . S a f e t y . C u s t o m e r s . E c o n o m y . R e s p o n s i b l e S t e w a r d ●
Legislative Groundwork 0 01 02 Pre-session work laid the foundation for 03 S.B. 1792 Over 600 meetings 04 during session Presented 05 unified coalition with Strong TxDOT and member RMAs Strategic county and involvement of local support NTTA board & senior staff
Statewide Toll Enforcement Remedies Defines Vehicle Habitual Registration Block Violator Vehicle Ban Provides HV Due Vehicle Process Impoundment
It Takes a Village Tolling Partners State Partners N. Texas Counties Local Partner • Collin County • Regional mobility • Texas • North Central • Dallas County authorities Department of Texas Council • Denton County • Harris County Motor Vehicles of • Tarrant County Toll Road • Texas Governments • Ellis County Authority Department of • Dallas Regional • Grayson County • Texas Public Safety Mobility • Johnson County Department of • Tax Assessor Coalition • Rockwall County Transportation Collectors • Tarrant • IBTTA Association Regional • Justice of the Transportation Peace-Constable Coalition Association • Metroplex • Conference of Mayors Urban Counties Chamber of • Commerce
90-Day Grace Period – Habitual Violators
Grace Period: June 14 – Sept 18, 2013 ● M o b i l i t y . S a f e t y . C u s t o m e r s . E c o n o m y . R e s p o n s i b l e S t e w a r d ●
Customer “Thanks for the prompt response, your customer service Commentary representatives were professional and very helpful.” "We're relieved … Especially when they say you can't register your car, we won’t do that again.” “I am finally done, and I will never let this go again – Always pay your tolls!” 17
Grace Period Summary Collected from all Total collections violators and payment plans TollTag distribution During the last during the same week, 65,958 calls three-month were received period in 2012 18 ● M o b i l i t y . S a f e t y . C u s t o m e r s . E c o n o m y . R e s p o n s i b l e S t e w a r d ●
Toll Enforcement Remedies Process Habitual Right of Vehicle Transactions DPS Citation 2nd Notice of Admin Registration Vehicle BAN Impound Violator occur with JP Courts Nonpayment Hearing Block Notice Toll Enforcement Remedies may be applied after 100 unpaid toll transactions and at least two notices of nonpayment have been issued within a year. Habitual Violator (HV) has the opportunity to request an administrative hearing in JP court before final determination as an HV. 14 ● M o b i l i t y . S a f e t y . C u s t o m e r s . E c o n o m y . R e s p o n s i b l e S t e w a r d ●
Registration Block Progress Texas DMV Vehicle Registration Blocks 20 ● M o b i l i t y . S a f e t y . C u s t o m e r s . E c o n o m y . R e s p o n s i b l e S t e w a r d ●
Toll Enforcement Efforts – Enforcement Type Vehicle Registration Blocks 155,618 Vehicles Banned from Facilities 78,883 Impounds: 4 Dollars Collected $61.5M 21 ● M o b i l i t y . S a f e t y . C u s t o m e r s . E c o n o m y . R e s p o n s i b l e S t e w a r d ●
Effectiveness by Toll Enforcement Tool Effectiveness Remedy # Notices Percentage 17% 223,199 HV Initial Notice 155,618 14% Registration Block 78,883 21% Ban Notice 74,546 33% Overall Effectiveness Oct 2013 – Mar 2016 22
At Your Service Type of Appointment Number TollTag Account Maintenance 2,875 ZipCash 2,738 Habitual Violators 2,177 New TollTag Account 654 Total 8,444 January 2016– April 2016 23 ● M o b i l i t y . S a f e t y . C u s t o m e r s . E c o n o m y . R e s p o n s i b l e S t e w a r d ●
Toll Enforcement Remedies – Call Volumes 2,750 2,500 2,250 2,000 1,750 1,500 1,250 1,000 750 500 250 0 May-15 Jun Jul Aug Sep Oct Nov Dec Jan-16 Feb Mar Apr Monthly Call Volume 24 ● M o b i l i t y . S a f e t y . C u s t o m e r s . E c o n o m y . R e s p o n s i b l e S t e w a r d ●
Toll Enforcement Remedies $9 TER Collections 2016 YTD $8 $30,273,421.70 $7 $6 In Millions $5 2016 Monthly Target $4.2M $4 $3 $2 $1 $- Apr-15 May Jun Jul Aug Sep Oct Nov Dec Jan-16 Feb Mar Apr Payment Commitments Dollars Collected TollTag Transactions 2016 Target: $50M 25 ● M o b i l i t y . S a f e t y . C u s t o m e r s . E c o n o m y . R e s p o n s i b l e S t e w a r d ●
North Texas Tollway Authority Our Mission Provide a safe and reliable toll road system Increase value and mobility options for customers Operate the Authority in a businesslike manner Protect our bondholders Partner to meet our region’s growing need for transportation infrastructure ● M o b i l i t y . S a f e t y . C u s t o m e r s . E c o n o m y . R e s p o n s i b l e S t e w a r d ●
INTERNATIONAL BRIDGE, TUNNEL AND TURNPIKE ASSOCIATION SHANA WHITEHEAD
Illinois Tollway Violations Overview June 22, 2016 Shana Whitehead 28
Violations Versus Invoicing Key benefits of a violations model (immediate debt, large fines) • Easier to gain access to DMV records in some states • Encourages greater transponder usage • Possibly motivates faster and more decisive action from violation recipients • Typically enables greater recovery of cost-to-pursue • Provides greatest control of revenue “leakage” Key benefits of an invoicing model (initial bill, smaller fee) • Common for open road electronic tolling • Accommodates infrequent drivers • Popular with the public 29 Presented by Shana
Violations Versus Invoicing Making a violations model successful • Multiple payment options to avoid a violation • Extensive and responsive customer service to violation recipients • Recognize known customers who receive violations • Consider financial hardship Making an invoicing model successful • Maximize the capture of good (pursuable) images in the lane • Find the right “price point” for an administrative fee 30 Presented by Shana
Recommend
More recommend
