Florida Department of TRANSPORTATION SunPass Toll Collection Transition September 6, 2018 Florida Department of Transportation
Centralized Customer Service System Background ▪ 2012 Florida Transportation Commission (FTC) Study identified value for sharing back office resources ▪ CCSS Project initiated in 2012 following the FTC Study ▪ FTE, MDX, THEA and CFX participated in Procurement Document Development ▪ 14 Multi-agency workshops ▪ 2350 Requirements ▪ 569 Business Rules Florida Department of Transportation
Centralized Customer Service System: Legacy SunPass System • SunPass Back Office initiated in 1999 • System upgrades for 19 years • > 6.5 M active SunPass Accounts • > 10 M Toll-by-Plate Accounts • > 1 M invoices per month • > 700 K call center calls per month • > 5 M SunPass transactions daily • > 16 M SunPass transponders sold Florida Department of Transportation
Centralized Customer Service System: Procurement ▪ Procurement was an Invitation to Negotiate (ITN) ▪ Selection was based on Best Value determination per Florida Statute ▪ Conduent selected by Selection Committee, made up of the four Executive Directors Florida Department of Transportation
Centralized Customer Service System: Contract ▪ Performance-based contract ▪ 40 Performance-based criteria ▪ System operation & availability ▪ System functionality ▪ Operations & Customer Experience ▪ Monthly invoice tied to performance Florida Department of Transportation
Centralized Customer Service System: System Development & Go Live ▪ Notice to Proceed given November 16, 2015 ▪ CFX decided not to participate ▪ System Development from November 2015 until May 2018 ▪ CCSS Go-Live on June 11, 2018 Florida Department of Transportation
Centralized Customer Service System: Initial Issues ▪ System, Website & Mobile App ▪ Call Center ▪ Transaction Backlog Florida Department of Transportation
Centralized Customer Service System: Next Steps ▪ Enhance Customer Service ▪ Continue System Improvements ▪ Toll-By-Plate Invoices Florida Department of Transportation
Centralized Customer Service System: SunPass Agencies Interoperable Agencies • Miami-Dade Expressway • Central Florida Expressway (MDX) Authority (CFX) • Tampa-Hillsborough • LeeWay Bridge Authority Expressway Authority (THEA) • Georgia State Road and • Mid-Bay Bridge Authority Tolling Authority • Santa-Rosa Bay Bridge • North Carolina Tolling Authority Authority • Miami-Dade County • Bay Harbor Islands Florida Department of Transportation
Florida Department of TRANSPORTATION Florida’s Turnpike 2017 Results Florida Department of Transportation
Florida Department of TRANSPORTATION Measures Met: Pavement, Bridges, Construction, and M/WBE/SBE Performance Measure Detail Objective Actual Results % SHS lane miles rated “excellent or Pavement Condition Rating > 85% 97.1% good” % bridge structures rated “excellent Bridge Condition – Rating > 95% 99.2% or good” % SHS bridge structures with Bridge Condition – Weight 0% 0% Restrictions posted limit Construction Contract % contracts completed within 20% ≥ 80% 100% Adjustments – Time above original contract time Construction Contract % projects completed within 10% ≥ 90% 100% Adjustments - Cost above original amount M/WBE and SBE utilization (total $141.3M (prior year: Minority Participation exceed prior year expenditures) $97.7M)
Florida Department of TRANSPORTATION Measures Met: Tolling Performance Measure Detail Objective Actual Results > 90% of license plate images Image Review Processing Time > 90% 100% reviewed in < 2 weeks Toll Collection Expense as a Toll collection expense (net of < 12% 10.4% Percentage of Toll Revenue exclusions) / toll revenue Actual OM&A expense compared Annual OM&A Forecast Variance < 110% 102.9% to annual budget Measures Met: Debt Performance Measure Detail Objective Actual Results Bond ratings ≥ BBB (S&P), Baa Bond Ratings (Moody's), BBB (Fitch) and no Yes Yes downgrade from previous year Debt service coverage meets or Debt Coverage – Bond Covenant exceeds minimum Bond Covenant Yes Yes Compliance requirements
Florida Department of TRANSPORTATION Measures Missed Performance Measure Detail Objective Actual Results SHS Maintenance Condition rating of Rating Program (MRP) > 90 88.0 at least 90 Overall Rating Safety Characteristics: > 90 83 Condition rating of at least Signing, Striping, > 95 94 90, 95, 80, and 85, Guardrail, and > 80 75 respectively Lighting > 85 63 Variance from indicated Revenue Variance revenue (without fines; 3 < 4% 5.5% year moving average) Average Customer > 80% of calls answered > 80% 67.2% Call Wait Time within 1 minute Consultant Contract Final cost % increase above < 5% 20.0% Management original award
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