FASTRAK REGIONAL CUSTOMER SERVICE CENTER IBTTA ANNUAL CONFERENCE CLEVELAND, OHIO SEPTEMBER 2005

Bay Area Bridges Total Annual Toll Revenues: Golden Gate Bridge $ 85 mil. State-owned Bridges $395 mil.

Bay Area FasTrak TM Golden Gate Bridge  Managed by GGBHTD  11 total lanes; 4 dedicated to FasTrak  70% FasTrak use in peak period  $1.00 discount for FasTrak Users  Former Service Center in Mill Valley Seven State-owned Bridges  Bridges owned by State DOT, BATA manages tolls  68 total lanes; 14 dedicated to FasTrak  37% FasTrak use in peak  No Discount for FasTrak Users  Former Service Center in Concord

Regional Service Center Consolidation Prior to July 2002  Transponders interoperable on all bridges  Two separate service centers and software systems  Different business rules/violation policies  Separate customer accounts/transaction processing July 2002  Agreement to consolidate back-office systems: Improved customer service System efficiencies/cost savings (est. $700K/yr) Combine customer accounts while retaining separate toll-setting authority

Regional Service Center Consolidation August 2002 to May 2005  Joint-agency procurement of Customer Service Center Operator (ACS State & Local Solutions)  Approval of joint policies/business rules  System development and testing  Completed migration of both customer databases into one

Regional Service Center Consolidation San Francisco Mayor Gavin Newsom dedicates new FasTrak Customer Service Center June 2005 Opened new consolidated service center in San Francisco.

Regional Service Center Consolidation June 2005  Launched new interactive website: Online enrollment Customer account review and updates Toll violation resolution

Service Center Operations Vital Statistics  Total Active Accounts413,000  Total Tags Distributed 620,000  Avg. Weekly Accounts Opened 3,000  80% on web, 20% walk-in/mail  Call Volumes  Avg. total weekly call volumes 19,000  CSR – 51%  IVR – 34%  Abandoned calls – 15%  Avg. talk times2:30 minutes

Service Center Operations Vital Statistics

 CSC call performance was substandard due to 1) dedicated lane conversion and promotional toll discount, 2) mailing of a significant number of customer statements and violation notices, and 3) start of new hybrid vehicle program.

Service Center Program Management  BATA and GGB established a FasTrak Management Group to jointly manage program and CSC contract.  Both agency boards act on policy decisions.  Each agency responsible for transaction and revenue reconciliation for their facility.  Both agencies monitor operations performance.  Contract includes performance standards and payment adjustments for not meeting performance standards.

Service Center Contract Performance Measures Performance Measure (sample)Adjustment To Payment Customer Service Measures 80% of monthly calls answered by service representative within 60 seconds2% Issue refunds for closed accounts within 2 business days1% Distribute tag within 7 business days of request1% Respond to customer and non-customer inquiries within 2 business days1% Violation Processing Measures 98% of violation images reviewed within 10 days from image capture2% 98% of violation disputes processed within 2 business days1% License plate data entered correctly for 99.75% of daily images reviewed2% Violation notices sent by 17 th day of image capture2% System Measures All transactions processed within 24 hours2%

Managing Differing Partner Objectives Rec  Major Objectives: Golden Gate – Maximize revenues BATA – Increase FasTrak usage  Issue: Golden Gate wanted to charge fee for FasTrak tags; BATA believed charging for tags would hinder new sign- ups.  Resolution: BATA agreed to fund all tag costs 3 year period and not charge for tags for that period.

Expanding FasTrak Usage Rec  Opened three additional ETC only lanes at the San Francisco-Oakland Bay Bridge.  Offered $15 in tolls to first 5,000 who opened accounts.  Operated remote enrollment and tag distribution at the Bay Bridge toll plaza during the promotion.

Recent Legislation Allows Hybrid Vehicles to Use Carpool Lanes Rec  Hybrids vehicles in Bay Area must sign-up for FasTrak.  Hybrids can use bridge carpool lanes but must pay toll.  FasTrak tag readers were placed in bridge carpool lanes to read special hybrid tags.  5,000 hybrid vehicle owners in Bay Area have applied for FasTrak tags since August 1, 2005.

FasTrak TM Future  Next Frontier:  Satellite distribution centers  Retail transponder distribution  Increase number of dedicated lanes  Parking facilities (i.e. SFO)  High Occupancy Toll lanes