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Press Release -- October 31, 2003
Delaware DOT Awards TransCore $28 Million, Multiyear Contract For E-Zpass Delaware Customer Service Center
State Seeks to Elevate Service with Industry-First 24-Hour Customer Service Assistance
Dover --
Responding to demand for improved customer service, the Delaware Department of Transportation (DelDOT) awards TransCore a $28 million contract to develop and operate its new E-ZPass Delaware customer service center, slated to open in November. TransCore's contract has an initial duration of five years with two, two-year extension options.
Since 1996, customer service for the Delaware toll operations has been administered through the E-ZPass Regional Consortium, a group of five toll authorities in the Northeast including the New Jersey Highway Authority, the New Jersey Turnpike Authority, the Port Authority of New York & New Jersey, the South Jersey Transportation Authority and the Delaware Department of Transportation.
The new Dover-based center will now handle customer service for E-ZPass customers whose accounts originate in Delaware, and will also process all toll violations occurring on DelDOT's toll roads. Officials believe a locally based center operated by TransCore will offer greater accessibility, responsiveness and efficiency in serving the Delaware E-ZPass patrons. The center will also bring nearly 60 jobs to the state.
In an industry first, Delaware E-ZPass customers will be able to contact customer service representatives 24-hours a day, seven days a week as well as access to Web and telephone automated response systems.
"We are going to strive for the best satisfaction record in the industry with a well-trained, courteous staff serving around the clock," said DelDOT Secretary Nathan Hayward, III. "Customers will always be able to talk to a member of our staff. Our goal is to resolve any question with just one toll-free call."
Transitioning DelDot E-ZPass Customers
Beginning in October, Delaware E-ZPass customers will be requested to update their account to insure information is correct. Account information and balances will then be transferred automatically. Since transponders are coded uniquely for each toll agency, in November, a patron will receive a brand new E-ZPass transponder in the mail at no charge, along with a postage-paid envelope to return their old one. Once the migration to DelDOT-based transponders is complete, the enhanced customer service operation will alleviate many of the past problems with billing information, faulty violation notices and poor customer service. These changes will not affect Delaware motorists who want to use their E-ZPass transponders in the many other parts of the Northeast where they are accepted.
"Migrating 60,000 customers will be an important challenge, but we believe TransCore's experience gives us an advantage," said P.J. Wilkins, Toll Operations Administrator for DelDOT. "TransCore provides the type of customized, highly responsive approach required for our program."
TransCore's customer service and toll violation processing experience includes projects with some of the largest toll authorities in the world, including the Pennsylvania Turnpike, Massachusetts Turnpike Authority, Virginia Department of Transportation, Illinois State Toll Highway Authority, Denver's E-470 Public Highway Authority, Houston's Harris County Toll Road Authority, and the Florida Department of Transportation.
TransCore's customer service centers offer extensive accounting and reporting capabilities, real-time updates of patron account information, complete transponder distribution and inventory management, interface to clients' financial institutions, seamless interface with violation processing, multiple payment options, mobile commerce capabilities beyond tolling, and anytime patron access through Web sites, automated response systems and 24-hour operator response. TransCore's violation processing systems offer single and multi-state department of motor vehicles interface, primary and secondary image review, violations and payment processing, comprehensive reporting and evidence package generation. Service center operations will be supported by the JP Morgan Chase transaction processing EZPay system as well as their state of the art data centers located in Delaware and New Jersey.
About TransCore
TransCore is a privately held transportation services company with 1,800 employees and more than 80 locations throughout the world. With installations in 39 countries, 80-plus patents and a world-class RFID manufacturing facility, TransCore's expertise in providing system-based applications that improve transportation efficiency is unparalleled. For more information, visit www.transcore.com.
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