Click to edit Master title style THE WORLD’S FIRST ALL-ELECTRONIC OPEN-ACCESS TOLL HIGHWAY October 26, 2012
WORLD’S 1 ST Still the world’s most-sophisticated electronic toll highway NO toll-booths, “closed ticket” tolling scheme (on/off ramps) NO stopping or slow-downs to pay ALL vehicles able to use highway Transponder not required. If a valid transponder is not detected, digital images are taken at entry and exit Tolls billed monthly 2
407 ETR SHAREHOLDERS 16.77% 10% 43.23% Controlled by CPPIB 30% 3
HOW THE SYSTEM WORKS 4
CURRENT CUSTOMER BASE Approximately 1.3 million paper bills sent each month Down from 2 million bills prior to promotion of One Simple Bill Over 250,000 electronic bills sent monthly 685,000 calls received in 2011 – answered in an average of 22 seconds Average of 2740 calls a day 0.0059% of all trips made Current call drivers billing inquiries transponder inquiries payments 5
CUSTOMER SERVICE 1999 2011 21 workstations 174 workstations 21 telephone lines 640 telephone lines Long wait time <30 second wait time 1,400 sq. ft. call centre 13,800 sq. ft. call centre Legacy computer system $50M new billing system Telephone only service channel Online services, IVR, email over 380,000 average trips per workday 237,000 average workday trips annually 300,000 transponders issued Over 1,000,000 transponders issued Inherited roadside/back office system $60M in new projects to upgrade and improve customer service No front counter monitoring or metrics Detailed front counter/CSR monitoring No escalations or Business Units Customer Advocacy, Commercial/Business Accounts, Ombudsman 6
TRIPS over 380,000 average trips per workday annually More than 460,000 trips on June 30, 2011 – a one day trip record! Total annual VKT equals 54,897 trips around the Earth! Over 110 million trips and 2.2 billion vehicle kilometres travelled (VKT) annually 7
CHANNELS OF CHOICE Channels of Choice (Monthly Average) Service Phone E-mail Centre b e R W V I 5,300 57,000 5,400 240,000 11,400 visits calls 8
UNBILLABLES Open-access, all-electronic highway raises enforcement challenges Legislation makes toll evasion an offence Initiatives to reduce unbillable trips (where a plate cannot be read or a transponder does not read the account and billing cannot be completed and includes “non-revenue” trips by police, etc.) Increase transponder penetration Optical Character Recognition Software upgrade Vehicle Detection and Capture upgrade Camera replacement project Tolling enforcement by police and Vehicle Fingerprinting 10 10% 8 8.2% 7.4% 6 4 4.9% 4.7% 3.9% 3.8% 3.8% 3.7% 3.6% 2 3.1% 2.7% 2.7% 0% 0 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 9
10
CONSTRUCTION AND INFRASTRUCTURE 407 ETR has invested over $1.2 billion since 1999! 11
HIGHWAY OPERATIONS Highway 407 mainline is 108 km Pavement inventory 1,128 lane km (including ramps) 208 structures 41 Interchanges: Freeway - 7 Arterials - 34 198 tolling gantries (entries and exits) Expanded Road Patrol – Summer/Winter 7-24 Traffic Control Center (CCTV Coverage, DMS) Roadside Assistance Program Higher Safety Standards Summer & Winter Maintenance Operation Plans Incident Response Plans Coordination with OPP – regular services & paid duty 12
INNOVATION AT 407 ETR – CMOS CAMERAS New CMOS camera and lighting provides better, brighter and larger images. Improves automatic processing of plates. Reduces error rate on visual inspection. Provides more data for vehicle fingerprinting New lighting uses less energy New energy efficient After Larger/Taller Images Before LED lighting 13
INNOVATION AT 407 ETR - VIDEO EXCEPTION PROCESSING Most transactions are completed by using automatically read plate character information. However, plate character information alone was not sufficient for processing some video transactions. Enhanced OCR software reduces need for manual review of plates not recognized through first pass. Enhanced software for Video Exception Processing operators allows use of “*” (wildcard) search when one or more plate characters are missing. Unbillable traffic continues to decline. 14
ETR REWARDS $65 million loyalty program in place since 2006 Program designed after significant customer market research and a four-month pilot Benefits include gas discounts from Petro-Canada and free weekend kilometres from 407 ETR Over 100,000 customers eligible for program Each month, top tier customers save 10 cents per litre off up to 150 litres of gas and 140 free weekend KM Originally implemented as part of omnibus settlement with Province of Ontario in 2006 and continued by company after fulfilling settlement obligation 15
COMMERCIAL ACCOUNTS Manage 407 ETR’s relationships with its largest commercial or business customers. Fleet leasing companies Construction and Disposal companies Car rental agencies Trailer leasing companies Courier companies Bussing companies Large private fleets Haulage/Logistics companies Provide dedicated customer service support (dedicated team of 15 employees). 16
COMMERCIAL ACCOUNTS Current web functionality allows customers to manage plates and download trip details Introduction of new B2B website Overview of account and company dashboard Order a business transponder online Request an invoice adjustment online Group billing accounts by region and sort plates, transponders and charges by employee Create user accounts on website and assign permissions Automatic notifications and alerts Launch new incentive program for largest heavy commercial customers (replaces Heavy Vehicle Savings Program) 17
ANNUAL MARKET RESEARCH Usage and Attitudes Study Customer opinion survey, executed annually Benchmarks performance while providing an in-depth look at the key differences between user groups Sample split evenly amongst Heavy, Medium and Light users Since 1999, the key attitudes continue to improve or remain stable, particularly in the areas of: Customer Service Impression of the Highway Satisfaction with the overall 407 ETR experience Corporate Reputation 18
COMMITMENT TO SAFETY 407 ETR makes safety a top priority both on and off the road Here are some of the ways we keep our road safe: Road patrol on duty 24/7 Damaged facilities are repaired within 24 hours Entire 407 ETR system is routinely patrolled by Highway Operational staff Highway Operations Control Centre monitors the highway 24/7 19
COMMITMENT TO SAFETY In addition to roadside safety, 407 ETR focuses on safety within the community. 407 ETR sponsors and participates in a number of community safety events: Annual Child Seat Safety Clinics with our corporate partners, Ontario Provincial Police, St. John’s Ambulance, Vaughan Fire and Rescue and Vaughan EMS Advanced Traffic Incident Management Workshops Traffic safety campaign ,”MISSING,” with our corporate partners CAA South Central Ontario, OPP and MTO as part of the Traffic Safety Coalition Accident Awareness presentations at GTA high schools 20
QUESTIONS? 21
Recommend
More recommend
