Golden Ears Bridge Operations

Transcription

1 Golden Ears Bridge Operations Egis Projects Represents International Solutions Rosa Clausell Rountree Chief Executive Officer and General Manager. Ireland: IEA, Dublin Port Tunnel, Easytrip England: M25 DBFO France: A28 & A88 toll roads Poland: A2 & A4 toll roads Philippines: MNTC & Easytrip...Bringing Service to Life Hungary: M6 Shadow toll road Portugal: A24 Interior Norte Germany: A8 Austria: A5 Greece: Athens (first A (first PPP road) Ring Road Model) Australia: Melbourne CityLink ORT road Canada: Golden Ears Bridge ORT 1 2 Preregistration Golden Ears Bridge Opening Day Customer Service Centers opened April 15, 2009 Three months prior to bridge opening Total 18,718 14,233 4, Unregistered 0 Prepaid 3,749 Post paid 14,957 Exempt 12 Personal 16,266 Business 2,452 Anonymous 0 s Issued 18,508 Prepaid Postpaid Exempt 3 4 Golden Ears Bridge Opening Day Traffic Report 30 Day Grace Period Compared to Traffic and Revenue Forecasts Directions s Northbound 26, Southbound 29, Northbound Southbound Daily Weekday Daily Weekend Period 30 Day Grace Period 39,280 37,980 42,853 Totals 56,024 1,470 Toll Rate: Free 30 Day Grace Period 39,280 Class Large Truck 594 Motorcycle 2,361 Opening Day 56,024 Passenger Car 51,142 Small Truck 1,726 Classification Pending 201 Total 56,

2 Tolling Commences First Day of Tolling Traffic Report Account Information Pre reg. 16 Days July 2009 % Total 18,718 59,011 77,729 14,233 4,432 18, % 4,485 2,693 7, % Unregistered 0 51,886 51, % Prepaid 3, , % Post paid 14,957 58,477 73, % Exempt % Personal 16,266 58,234 74, % Business 2, , % Anonymous Unregistered 18,665 51,886 Prepaid Post paid Exempt Directions s Northbound 10,925 3,153 Southbound 10,389 2,583 Totals 21,314 5,736 Toll Rate: $3.51 Class Large Truck 391 Motorcycle 729 Passenger Car 18,697 Small Truck 1,403 Classification Pending 94 Total 21,314 First Day of Tolling Northbound Southbound 21,314 7, First Month of Tolling Compared to Traffic and Revenue Forecasts 30 Day Grace Period Compared to Annual Traffic Report Daily Period Daily Weekday Weekend July ,984 20,747 17,692 Jul 09 19,984 Daily Period Daily Weekday Weekend 30 Day Free 39,280 37,980 42,853 FY ,285 22,492 18,242 FY ,303 26,158 19,650 Toll AVI % $0.00 0% $ % $ % 45,000 40,000 35,000 30,000 25, Day Free 20,000 15,000 10,000 FY 2009 FY ,000 Daily Weekday Daily Weekend 9 10 Transit Registration Comparison Bus # 595 Langley Centre Account Information FY 2009 FY st Qtr 2011 Total 386,406 % 655,884 March 2011 % 610,948 % 28, % 37, % 39, % 21, % 80, % 97, % Total Unregistered 336,563 Registration Type Active 87.1% Inactive 537, % % Active 474, % Prepaid ,511 12% 1.2% ,099 06% 0.6% ,057 97,576 25,437 72,139 26% 07% 0.7% Post paid 381, % 651, % 606, % Exempt 2939, % 30, , % 79% % Personal 381, % 612, % 583,112 Total Reg. 136,582 56,112 80,470 41% 95.4% Business 5, % 42, % 27, % Anonymous Non reg. 474,366 65, , % 14% % Transit Trips FY 09 FY 10 FY 11 Monday Friday Saturday Sunday and Holidays Total Issued 36,242 47,434 49,

3 Monthly By Account Type Where are they coming from? Registration Type Active Registered # Monthly Toll Trans % of % % % % % Toll Toll Usage 25, , , , Total Reg. 56, , Non reg. 65, , Grand Total 6.64 Non registered # Monthly Toll Trans % of % % % % % Total # Monthly Toll Trans % of % % % % % Out of Province Time of Day Pricing Pilot Unregistered Out Of 2010 Total Traffic % of Traffic Province January 631,503 5, % February 587,761 6, % March 701,387 7, % April 699, , % Of the 8,870,879 transactions 1.2% is out of province May 746,638 9, % June 763,831 9, % July 801,138 12, % August 822,023 13, % September 792,278 9, % October 804,041 9, % November 749,593 6, % December 771,028 7, % The discount is 30 per cent off all regular toll rates: Vehicle Classification Registered Registered Pay as you go Pay as you go Car $2.80 $1.95 $3.35 $2.35 $3.95 $2.75 Small Truck $5.65 $3.95 $6.20 $4.35 $6.75 $4.75 Large Truck $8.40 $5.90 $9.00 $6.30 $9.55 $6.70 Motorcycle n/a n/a $1.40 $1.00 $2.55 $1.80 First weekend Results Monday Day Period Base Traffic* Week 1 Increase on Base Traffic midnight 05:59:59 1,024 1,022 0% 19:00:00 23:59:59 2,567 midnight 05:59:59 1,069 1,079 1% Friday 19:00:00 23:59:59 3,872 3,668 5% Saturday All day 22,619 24,301 7% Sunday All day 18,130 20,293 12% Egis Projects Canada Customer Service Model Walk In Centre EGIS PROJECTS CANADA Walk In Call Centre Correspondence Handling Customer Notifications Complaint Handling Special Account Management Payment Processing Distribution Walk in SERVICE CHANNELS Call Centre Correspondence Self Serve CHOICES OF CONTACT Many unregistered customers assume that GEB toll accounts are handled in the same way as their ICBC accounts one account automatically created for all vehicles with same ownership. CUSTOMERS

4 Call Centre Correspondence Handling Implement I l business i rules l and policies i that are customer friendly. Educate customers about the tolling business (what they do not understand, they will make up). More frequent interface updates with the ICBC system to ensure accurate and up to date address information Payment Processing Customer Notifications Business customers prefer to pay by toll invoice number rather than by toll account number when making cheque or direct deposit payments. Customers in Canada currently prefer to make payments through their financial institution (primarily on line banking) over any other method of payment, including credit card., many customers do not understand that payments made to their creditors through the banking system are not real time. Over 1.9 million customer notifications were sent via an: Outbound automated messaging system, , or mail In the following situations: Negative LESSONS account LEARNED balances Declined payment transactions ti Have Soon to expire multiple channels credit of cards communications Statement billings Seek Toll additional enforcement information from ICBC for unregistered customers such as phone numbers and addresses Distribution Self Service Venues Customers C do not always follow the prescribed mounting instructions. Customers test the boundaries. Customers do not understand the importance of entering the correct license plate(s) on their account. Based on actual usage over: 70% of customers prefer the Quickpass website to open LESSONS an account; LEARNED First 39% impressions utilize the last, Interactive so make Voice sure Response the user experience from (IVR) the system beginning to process is easy credit and efficient. card Spend dinitial iti ldevelopment ttime getting the basics right ihtand payments and review transactions; add functionality later. People aren t going to care what amazing 56% use functions on line you banking provide to submit if they their can t use them effectively. payments through the consolidated lockbox Don t payment prevent service. customers from using the tools because they don t know specific account identification data. Give them lots of options to verify themselves

5 Performance Monitoring & Reporting Egis Projects Canada We measure, monitor, and report monthly service performance for 72 metrics: 32 Customer Service 14 Finance 10 Systems 16 Maintenance Focus implementation efforts on lane equipment accuracy to reduce toll adjustments. Involve the tolling operator early in system testing and implementation. Flowcharts are the best method to communicate complex issues, including their interface to other business activities....bringing Service to Life Thank you!