- Create a group of industry leaders to discuss the impacts of lost revenue and assess best practices and potential improvements in collections and prevention of revenue loss. Lost revenue includes unbillable transactions and uncollectable bills due to a variety of reasons, including but not limited to camera issues, lack of OCR training, equipment failures, incident downtime, unreliable DMV information, customer behavior, inefficient collection processes, etc.
- Discuss solutions to improve the ability to correctly identify and bill customers: Whether customer behavior or inconsistent processes for identifying the registered owner of the vehicle, finding the right person and address to bill for video tolls has always been a challenge for agencies. These issues include customers updating information with the DMV, technology at the lane, DMV retrieval and formatting, etc.
- Discuss options for billing process improvements to encourage customers to pay on time: Fines, fees and the overall billing process have an impact on when the customer pays and how much payment they provide. Ease of making payment, such as web application, the company website and IVR and the customer service team all impact collection rates and should be analyzed for effectiveness.
- Explore the role of enforcement practices on payment rates on initial contact and in collection success rates in the event of non-payment of toll bills. Identify enabling actions needed and supporting processes for such practices, including, but not limited to legislation, appeal processes, and adjudication methods. Also, assess the differences in practices and collection tools for out-of-state violation transactions vs. in-state transactions.
- Seek to collect agency data on collection rates on invoices, in the violations process, and via the enforcement and adjudication processes. Assess whether correlations between collection success and the various processes and practices in place. Attempt to gather collection costs and revenue returns to provide a cost-benefit assessment and business case for various approaches.
- Collect various terms and conditions in collections contracts in place to evaluate best practices.
- Leverage existing or already completed studies on this topic to support our initiatives: Identify which agencies and consultants have studied these issues in detail and work with them to obtain the results as a starting point for our discussions. Identify where we can help further the research with our collection experience and knowledge.
Co-Chair
Walter Fagerlund
HNTB Corporation
Co-Chair
Stacia Thiemann
Pennsylvania Turnpike Commission
Members
Ankur Agarwal, PhD
GeoToll, Inc.
Kevin Bennick
SWC Group
Ankush Bhan
ViaPlus by VINCI Highways
Danielle Bordeaux, PMP
Neology
Robin Bramwell-Stewart
Port Authority of New York & New Jersey
Tracie Brown
Central Texas Regional Mobility Authority
Carlos Campo, P.E.
HNTB Corporation
Jessica Carson
GFT
Michael Catolico
Illinois Tollway
Piyali Chaudhuri
HNTB Corporation
Joe Clavelle
Fleetworthy
Randy Cole
HNTB Corporation
Christopher Cugler
PayNearMe
Laurie Davis
Ohio Turnpike and Infrastructure Commission
Vickie Dewey
GeoToll, Inc.
Knight Doggett, Consulting
BDO USA, P.C.
Ron Fagan
LJA Engineering, Inc.
Joel Falk
AECOM
Tawnya Freund
ViaPlus by VINCI Highways
Matthew Fulkerson
Indiana Department of Transportation
Leslie Gervasio
Pennsylvania Turnpike Commission
Olga Gonzalez
Valerann
Wendy Griffin
RS&H
James Harris
Linebarger Goggan Blair & Sampson, LLP
Rafael Hernandez, MBA
Kyra Solutions
Mark Hicks
HNTB Corporation
Galia Ivanov
AtkinsRéalis
Brad Knight
BDO USA, P.C.
Norma Martinez
Central Texas Regional Mobility Authority
Grant Martinez
Golden Gate Bridge, Highway & Transportation District
Juan Martinez-Cabre
Q-Free
Tyler Milligan
Milligan
Randy Moore, CPA
LJA Engineering, Inc.
Christopher Mwalwanda, P.E.
CDM Smith
Luis Nunes
A-to-Be by Brisa Group
Yogesh Patel
CDM Smith
Tonya Philson
Safo Group
Juan Pineda
Kyra Solutions
Lev Pinelis
Toll Insight
Tom Porter
Michael Baker International
Sohee Procek
HNTB Corporation
Mary Richards
Fleetworthy
Patty Rubstello, P.E.
Larson Consulting Associates LLC
Mary Sallach
State Road & Tollway Authority
Greg Schu
BDO USA, P.C.
Anand Seetharaam, Senior Tolling Consultant
GFT
Lindsey Segovia
HNTB Corporation
Linda Sexton
RK&K
Kartheek Shanmukhappa
Cintra
Jan Shenouda
ViaPlus by VINCI Highways
Catherine Sheridan, PE
MTA Bridges and Tunnels
Kerwin Stokes
AtkinsRéalis
Charles Stracciolini
Delaware River Joint Toll Bridge Commission
Randall Strother
North Texas Tollway Authority
Ruthwik Chandra Subhash Chandra, Operations Department
Cintra
Shannon Swank
Cogitative Consulting, LLC
Benton Tempas
Milligan
Sean Tihal, PE
Stantec Consulting Services Inc.
Richard Travis
Cintra
Gloria Utley
ITR Concession Company LLC
Samrat Valani
Transurban
Vincent Valdez
Transportation Corridor Agencies
Heather Veljkovic
Ohio Turnpike and Infrastructure Commission
Paula Watson
Richmond Metropolitan Transportation Authority
Jeff Weiss
New York State Bridge Authority
Robert Williams
AtkinsRéalis
Harold Worrall, Ph.D.
Transportation Innovations, Inc.
Jolene Wright
PrePass
Sophia Yim
Oklahoma Turnpike Authority
Ning Zhang
CDM Smith
Mark Muriello
Guaranteed Revenue Collection
Co-Chair: Shannon Swank, Cogitative Consulting, LLC
Co-Chair: Tracie Brown, Central Texas Regional Mobility Authority (CTRMA)
This working group focuses on revenue collection methods with the greatest certainty, least cost, and most timely financial posting by investigating effective channels to collect unpaid tolls, and understand how these efforts impact motorist behavior change, public opinion, and political acceptance.
Unbillable Transactions
Co-Chair: Eric Hunn, Duncan Solutions
Co-Chair: Paula Watson, Richmond Metropolitan Transportation Authority (RMTA)
This working group focuses on the challenges facing transactions that do not initially flow into a customer billing cycle, including categories such as unreadable plates, unavailable addresses, and undeliverable addresses, along with solutions and best practices for enhancing the collectability of these transactions.
Uncollectable Revenue
Co-Chair: Paul Dangleman, Pennsylvania Turnpike Commission (PTC)
Co-Chair: Craig Rolling, HNTB Corporation
This working group focuses on understanding and finding solutions to the unpaid invoice customer by analyzing the data and their propensity to pay, then creating a foundational framework from which agencies can identify, measure and plan for ways to improve payment rates prior to heavier enforcement actions.
Enforcement (Toll Reciprocity+++)
Co-Chair: Tom Porter, Michael Baker International
Co-Chair: Dylan Trapp, North Texas Tollway Authority (NTTA)
This working group focuses on exploring effective enforcement measures to enable implementation of programs that will address fraud and abuse in the revenue collection process by collecting information from the states regarding opportunities to pursue coordinated regional programs, identifying successful legislative models and other forms of agreements that are replicable among states, and understanding the requirements behind the existing interstate violations reciprocity agreements.
Committee Resources
Valuable resources for Toll Revenue Assurance Committee members