- 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
Jessica Carson
Gannett Fleming TranSystems
Co-Chair
Stacia Ritter
Pennsylvania Turnpike Commission
Members
Mary Agnolin
Indra
Altamash Ahmed
LJA Engineering, Inc.
Aloys Akkerman
Q-Free
Saad Al Afaliq
King Fahd Causeway Authority
Snehal Ambare, P.E.
CDM Smith
Nichola Angel
MTA Bridges and Tunnels
Brent Baker
WSP USA
Kevin Banks
North Texas Tollway Authority
Kevin Bennick
SWC Group
Chris Body
Neology
Anna Bonet
Elizabeth River Crossings, an Abertis company
Roland Bonilla
Conduent Transportation
Ramon Borges, PE
EAC Consulting, Inc.
Robin Bramwell-Stewart
Port Authority of New York & New Jersey
Regina Briseno, Transportation
HDR
Tracie Brown
Central Texas Regional Mobility Authority
Michael Catolico
Illinois Tollway
Chris Cochran
RevSpring, Inc.
Randy Cole
233 Consulting, LLC
Marcy Coleman
American Association of Motor Vehicle Administrators
Mark Compton
Pennsylvania Turnpike Commission
Bridget Conover
New York State Thruway Authority
DaVenia Crowder
ViaPlus by VINCI Highways
Jeffrey Dailey, P.E.
North Texas Tollway Authority
Patrick Daly
Pennsylvania Turnpike Commission
Laurie Davis
Ohio Turnpike and Infrastructure Commission
Iain Deckard
Neology
Jose Dios
New Jersey Turnpike Authority
Ryan Dole
E-470 Public Highway Authority
Venkat Durgam, PMP, LSSGB
Deloitte Consulting LLP
Ron Fagan
Fagan Consulting
Walter Fagerlund
HNTB Corporation
Joel Falk
AECOM
Tawnya Freund
ViaPlus by VINCI Highways
John Freund
PlusPass, Inc.
Richard Gabris
Elizabeth River Crossings, an Abertis company
Michael Gallarello
New Jersey Turnpike Authority
Jaclyn Gambardella
Port Authority of New York & New Jersey
Christopher Gimbel
New York State Bridge Authority
Olga Gonzalez
Valerann
Jeffrey Goulart
Rhode Island Turnpike and Bridge Authority
Wendy Griffin
RS&H
Arti Gupta
CDM Smith
Luis Guzman
CSG Forte
Rami Harb
AtkinsRéalis
James Harris
Linebarger Goggan Blair & Sampson, LLP
Rafael Hernandez, MBA
IntelliRoad, a division of Kyra Solutions
Mark Hicks
RS&H
Donald Hubicki
Global Toll Services
Eric Hunn
Duncan Solutions, LLC
Galia Ivanov
AtkinsRéalis
Neil Jadhav
Neology
Manish Jain
SH 130 Concession Company
Barb Jewell
MBI Consulting, Inc.
James Johns
Jacobs
Marcelle Jones, J.D.
Stantec Consulting Services Inc.
Gregory Jones
Maryland Transportation Authority
Chloe Kavana
Port Authority of New York & New Jersey
Heather Koeberle
Maryland Transportation Authority
Savita Kumar, Technical Solution Architect
Quarterhill
Jeffrey Lackey
Gannett Fleming TranSystems
Ramel Lee
MTA Bridges and Tunnels
Vince LoBianco
Harris & Harris, Ltd
Kirk Logan
Global Agility Solutions LLC
Grant Martinez
HNTB Corporation
Norma Martinez
Central Texas Regional Mobility Authority
Nadia Mata, PE, MBA
Accenture
Tyler Milligan
Milligan Partners LLC
Randy Moore, CPA
LJA Engineering, Inc.
Cindy Norcross
International Bridge, Tunnel and Turnpike Association
Luis Nunes
A-to-Be by Brisa Group
Anand Pal
AtkinsRéalis
Yogesh Patel
CDM Smith
Andrew Peppard
Kapsch TrafficCom
Tonya Philson
Safo Group
Lev Pinelis
Toll Insight
Tom Porter
Michael Baker International
Deepti Ramakrishna, PMP
Global Toll Services
Cheryl Reed
North Carolina Department of Transportation, Turnpike Authority
Virginia Reeder
The Eastern Transportation Coalition
Cody Reynolds
ViaPlus by VINCI Highways
Brenda Richey
E-470 Public Highway Authority
Adrian Rincones, CPA
ViaPlus by VINCI Highways
Mary Sallach
State Road & Tollway Authority
Monica Serrano
Bay Area Toll Authority, Metropolitan Transportation Commission
Linda Sexton
RK&K
Diane Shields
Elizabeth River Crossings, an Abertis company
Roxy Sibrian
Harris County Toll Road Authority
Terri Slack, PMP
CDM Smith
Kerwin Stokes
AtkinsRéalis
Charles Stracciolini
Delaware River Joint Toll Bridge Commission
Randall Strother
North Texas Tollway Authority
Ruthwik Chandra Subhash Chandra, Operations Department
Cintra
Bhaskar Suryakumar
Pennsylvania Turnpike Commission
Shannon Swank
Cogitative Consulting, LLC
Benton Tempas
Northwest Parkway LLC
Jacob Thomas
TollSpot
Sean Tihal, PE
Stantec Consulting Services Inc.
Gloria Utley
ITR Concession Company LLC
Vincent Valdez
Transportation Corridor Agencies
Pete van Keuren
Port Authority of New York & New Jersey
Heather Veljkovic
Ohio Turnpike and Infrastructure Commission
Karunakar (KV) Vemula, Tolling Solutions SME / Architect
Apollo ITS
Paula Watson
Richmond Metropolitan Transportation Authority
Elizabeth Weiland
Mastercard
Jeff Weiss
New York State Bridge Authority
Philip Weiss
Oklahoma Turnpike Authority
Pat Wicketts
CSG
Elizabeth Wiehle
Perdue Brandon Fielder Collins & Mott, LLP
Robert Williams
Emovis
Mark Woodbury
Gannett Fleming TranSystems
Linda Woodward
Content Critical Solutions, Inc.
Harold Worrall, Ph.D.
Transportation Innovations, Inc.
Jolene Wright
PrePass
Ning Zhang
WSP USA
Mark Muriello
Guaranteed Revenue Collection
Chair: Marcelle Jones, Stantec Consulting Services
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
Chair: Eric Hunn, Duncan Solutions
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
Chair: Walter Fagerlund, 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-chairs: Tom Porter, Michael Baker International and Dylan Trapp, North Texas Tollway Authority
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