tolling as a service - ibtta · • private cloud: aws, azure, ... private third party service...
TRANSCRIPT
Tolling as a Service
July 24, 2018IBTTA Summit on Finance and Policy
Do we have a Problem?
SunPass is a mess. Florida could have seen it coming.
FDOT Suspends Payments Pending SunPass System Fix
In Texas and Maryland, amnesty programs had to be implemented similar to New York due to billing errors, and in California, about 16,000 residents filed a class-action lawsuit
NYACK – Assemblyman Tom Abinanti (D- Greenburgh/Mt. Pleasant) and Senator David Carlucci (D- Westchester, Rockland) called on the New York State Thruway Authority to cancel their $72 million contract extension
The Texas Department of Transportation is set to waive nearly $1.3 billion in late fines and fees associated with unpaid toll transactions prior to March 1, 2018.
Market Expectations
FutureeToday
Toll Agencies and Infrastructure Managers Expect Financial AccountabilityFrom the BackOffice Systems
Highly customized solutions
Home-grown
Limited integration
Limited Audit and Reconciliation Capabilities
Prone to cyber security threats
Absence of Roadmap
Long Release Cycles
Industry Standard e-commerce software
Enterprise Architecture
Multi-channel touch points
Strong financials modules
Cybersecurity proof
“One-click” era
Agile Approach
Limited scalability Highly scalable in functionality & load
Challenges
Moving Forward: A New Revenue Collection
• Conversion to Cashless• Customer Experience• Convergence of
Services (RUC, Truck Tolling, Interstate Tolling, Congestion charging)
• Satellite tolling• Connected and autonomous
vehicles
Trends• Out of State • Non-tag customers • Interoperability• Tag Investment• Rising urban population
• Blockchain • Cognitive AI, Chatbots and
CSC• IoT• Multitenant systems • Billing platform for
consumption, subscription & digital products
• Private cloud: AWS, Azure, SAP HANA cloud
Opportunities
Private Third Party Service Platform
Global Transportation Customer Experience
Mobile Future: Road User Charge
LessonsExploring mobility pricing conceptsTesting mass-market collection meansApprehending social acceptabilityTrialing new business models
Mobile Future: Smartphone Tolling
Pay & Go Get Reminders & Pay
+ Better Revenue Compliance+ Higher Customer Satisfaction+ Lower Operational costs
Payment preference
66%20%
12% 2%6% 4%
1%
89%
NO PREVIOUS CSR WEB RETAIL APP
Future CSC: Integrated Multichannel Approach
1 Telephone
2 Website
3 Retail/Walk-in Center
4 Email
5 Mail
6 Text Messaging
7 Mobile App
8 Social Media
9 Chatbots
The Future: The Cognitive CSCMotorists expect immediate and personalized service
+ More efficient CSC+ Higher Customer Satisfaction+ Lower Operational costs
Routine toll requests will be dealt by cognitive CSCoffering instant personalized interaction throughnatural language conversation.Complex & unusual toll queries will be handled bylive agent making their job more meaningful.
X2Poor customer experiences are shared publically twice as often
as good service
32% of calls go through
a 4-menu levels (source: IBM)
50% of the 270 million
incoming calls in the US get unresolved (source IBM)
In the future
Possible Business Models and Benefits
+ Better Revenue Compliance‒ Private Enterprise level systems ‒ Added value services with on-
going/inherent continuous business improvements
‒ Higher accuracy, flexibility and expandability
+ Higher Customer Satisfaction‒ No more tags, built-in devices and
smartphones‒ Use of IoT and Cognitive‒ No more violators, just count the money
+ Less Capital Investment‒ No backoffice/IT
+ Lower Operational costs‒ Per transaction ‒ Revenue Guarantee Model
