The Crystal Ball of Human Behavior

Transcription

1 The Crystal Ball of Human Behavior The Road to All-Electronic Toll Collection

2 Transportation Corridor Agencies San Joaquin Hills & Foothill/Eastern Agencies formed in 1986 The JPAs are separate legal entities with separate finances One staff serves both JPAs The Toll Roads 51 miles open roadway 20% of OC highway system 260,000 transactions per day $250M annual toll revenue Parallel to I-5, I-405 and SR-55 freeways Converted to All Electronic Tolling on May

3 AET Conversion Planning 5 years of analysis prior to implementation Cost savings from capital and O&M Increased safety and emissions More flexibility with toll rate structure Experience of other agencies 81% transponder violations 2

4 Key to the Plan! What happens to the 16% cash transactions under AET? 3

5 Crystal Ball Assumptions Cash Customer Diversion: Assumptions made that some cash customers would no longer use the system Differential Between License Plate type accounts and FasTrak : Assumed same Cash/FasTrak differential for License plate type accounts Some cash customers would sign up for discounted FasTrak T&R Consultant Analysis: TCA & Industry Trends Diversions of 0.5% to 1% of total traffic Gross toll revenue decrease of 2 6% due to diversions and conversions to FasTrak (at lower toll rate) Increase in FasTrak accounts of 2 4% Pursuable and Non-Pursuable Violations: Small increase in pursuable violations Conservative increase in non-pursuable transactions due to potential loss from vehicles without plates 4

6 One-Time-Toll Update website and collateral Design overlays for on-road signage Added Customer Features Customer is able to correct vehicle plate and travel date via One-Time-Toll confirmation receipt within seven days of travel Customer is able to resolve violation via One-Time-Toll confirmation receipt 5

7 AET Toll Collection Options The primary toll collection would continue to be transponder-based (FasTrak). A wider range of payment account options would be provided for non-fastrak customers. Additional alternative would be provided for infrequent users and tourists. 6

8 Website and Mobile App Website Complete account management - One- Time-Toll and violation payments Conversion status (including road closures) Emphasis on impact to customers Description of new payment options Free mobile app Android and iphone Account enrollment maintenance One-Time-Toll payment 7

9 Transactional Toll Revenue $25,500,000 $23,000,000 $20,500,000 $18,000,000 $15,500,000 $13,000,000 $10,500,000 $8,000,000 $5,500,000 $3,000,000 $500,000 Transactional Toll Revenue Projection 8

10 Call Volume 20,000 18,000 16,000 14,000 12,000 10,000 8,000 6,000 4,000 2,000 0 Daily Average Inbound Calls 9

11 Back Office Activities 70,000 60,000 50,000 40,000 30,000 20,000 10,000 0 Monthly volume of web disputes, payment processing, and written correspondences. 10

12 Account Transactions 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% FasTrak ExpressAccount One-Time-Toll Cash 11

13 License Plate Image Processing 3,400,000 2,900,000 2,400,000 1,900,000 1,400, , ,000 OCR Images Manual Review 12

14 First-time Violations 600, , , , , ,000 0 Pursuable Violations First-time Violations 13

15 Policy Changes Extend payment period from 48 hours to five days Revised Notice of Toll Evasion for first-time violators Added easy step-by-step resolution instructions Waiving penalties for first-time violators Emphasized account enrollment instructions Expanded eligibility period for first-time violations Redesigned trip calculator on website Continued outreach and communications to better educate new and infrequent users 14

16 Operational Adjustments & Enhancements Everything is on the table Universal Agent approach Ongoing system, website and app enhancements Policy considerations Improvements to on-road signage Expansion of marketing and outreach programs 15

17 Experience Thus Far Hindsight is 20/20 and no need to perfect crystal ball Tunnel is longer than originally envisioned Ongoing communication & education 16