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Debt Collection and Enforcement – Pursuing best practices in debt collection and use of collection agency service contracts with effective and fair enforcement mechanisms.Invoicing – Ensuring invoices are simply communicated and easily understood in terms of the transactions included, payment options and addressing account questions.Payment Options – Creating new ways for motorists to pay their tolls including retail location networks and mobile payment apps.
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Image Capture and Review – Minimizing leakage due to unreadable license plate images through the system and technical improvements to cameras, optical character recognition and manual image review processes.
#NTTA PAYMENT DRIVER#
Address Acquisition – Establishing effective working relationships and information exchange with the DMV for driver addresses.Transponder-based transactions provide the most certain and accurate toll transaction creation. Right-Sizing License Plate Transactions – Incentivizing use of pre-paid toll accounts.Walsh explained agencies that do the best job at collecting tolls have distinguished themselves through:
She added part of the role of IBTTA is to bring toll agencies from across the world together to learn and discuss best practices. We often say, if you have seen one toll agency… you have seen one toll agency,” said Jennifer Walsh, director of communications with IBTTA. “It varies from agency to agency and is dictated by a host of local operating conditions and considerations. The International Bridge, Tunnel & Turnpike Association, which is a worldwide association for the owners and operators of toll facilities, said there is no one-size-fits-all approach when it comes to tolls. “It’s very similar to a home mortgage, if you will - you get the use of the home, but you still have a monthly payment.” So, it’s a system where we get the roads on the ground early and get people the use of the roads and then over time they are paid off,” Rey said. We repay those bonds by collecting tolls. “We sell bonds, and then that’s borrowing money, essentially. NTTA said its among the first to convert an entire network of roads to cashless tolling. “In many situations, we waive late fees and adjust invoices to the lower TollTag rate for ZipCash (pay-by-mail) customers who have outstanding invoices but they open a TollTag account.” Consequently, we don’t always receive accurate contact information for the customer,” Rey explained.
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Customers sometimes forget to update the DMV with their mailing address, information on the sale of a vehicle or a change from a temporary paper license plate to permanent plate. “If a customer does not keep their DMV information current, it can cause a disruption to our connection with them. NTTA said for those customers, it has to rely on license plate information from the DMV to identify vehicle owners, as mandated by state law. While about 80% of customers use a TollTag, the rest are pay-by-mail customers. Rey added customers who have a TollTag but get a bill from another toll operator should connect with who sent the bill. NTTA explained even though a TollTag can be used across the state, it’s best to get a tag from the tolling agency in your home area. I’ll just leave it at that,” CTRMA Executive Director James Bass said. “In your spare time, if you’re interested, you might go through our parking garage here and see how many NTTA toll tags you see versus TxTags. KXAN viewers aren’t the only ones who utilize TollTag - even members of the Central Texas Regional Mobility Authority, which operates other toll roads in the Austin area that can be paid for using TxTag, choose that option.ĭuring a Board of Directors meeting in September of 2022, after CTRMA’s executive director discussed call center performance metrics, he said other tag providers including NTTA have not had issues that TxTag has had recently. The International Bridge, Tunnel & Turnpike Association awarded NTTA with the 2022 Toll Excellence Award for its customer service and marketing outreach featuring the puppet ambassadors.
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