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Lost Revenue Task Force (LRTF)

IBTTA 2021 Presidential Initiative


Task Force Team

  Jessica Carson
E-470 Public Highway Authority
Co-Chair

 

  Mark Muriello
IBTTA
Co-Chair

  • Rachel Bell, Kansas Turnpike Auhtority
  • Rick Carrier, Transportation Corridor Agencies
  • Randy Cole, 233 Consulting, LLC
  • Walter Fagerlund, HNTB Corporation
  • David Greene, Maryland Transportation Authority
  • James Harris, Linebarger Law Firm
  • Eric Hunn, Duncan Solutions, Inc.
  • Kristen Johnson, ITR Concession Company LLC
  • Heather Koeberle, Maryland Transportation Authority
  • Nicola Liquori, Florida's Turnpike Enterprise
  • Jason Myers, E-470 Public Highway Authority
  • Cindy Norcross, IBTTA
  • Lev Pinelis, Transurban
  • David Pope, Silicon Transportation Consultants
  • Stacia Ritter, Pennsylvania Turnpike Commission
  • Gio Rodriguez, North Texas Tollway Authority
  • Mary Sallach, State Road & Tollway Authority
  • Casey Self, Perceptics
  • Paula Watson, Richmond Metropolitan Transportation Authority

Task Force Objectives, Committees and Timeline

Objectives
  • 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.
LTRF Subcommittees
  • Business-Technical leakage: refers to the revenue loss associated with images that are not available or unreadable due to system-related issues, including such things as camera issues, equipment failures, and system downtime. Also includes failures in identifying a vehicle owner related to the systems and those we rely upon after a good license plate image is captured, such as DMV information.
  • Default leakage: refers to those vehicle owners that are correctly noticed of the tolls and fees owed, but simply do not make payment. What billing processes work, what collection effort options do agencies have to collect these unpaid tolls from customers that do not wish to pay?
  • Baseline Data Gathering: this subcommittee group is tasked to collect foundational data from toll agencies within IBTTA so that we can compare data apples to apples as much as possible. This data is funneled through the other two subcommittees to help facilitate their discussions and efforts.
2021 Task Force Timeline
  • Task Force Kick-off meeting: November 2020
  • Complete/finalize objectives and timeline for deliverables: January 2021
  • Establish sub-committees: January 2021
  • 2021 ongoing meetings to take place once a month, or more as needed
  • Report out to the IBTTA Board of Directors during spring Board Meeting
  • Hold an in-person roundtable based on research and discussion: Annual Conf.
  • Update to membership and the Board during the annual meeting
  • Membership survey distributed: late Fall 2021