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Tolling Options for Tourists and Rental Car Users in the San Francisco Bay Area

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Tolling Options for Tourists and Rental Car Users in the San Francisco Bay Area Tolling Options for Tourists and Rental Car Users in the San Francisco Bay Area Carol Kuester Director, Electronic Payments Bay Area FasTrak IBTTA 84th Annual Meeting Denver, Colorado September 11-14, 20161 Bay Area FasTrak® FasTrak is the electronic toll collection system for . 7 State Owned Bridges • Antioch • Bay • Benicia-Martinez • Carquinez • Dumbarton • Richmond-San Raphael • San Mateo-Hayward . Golden Gate Bridge . 3 Express Lanes • SR-237 • I-680 South • I-580 • I-680 Contra Costa Opening Spring 2017 . San Francisco International Airport parking 2 Major Tourist Destination . The San Francisco Travel Association reported visitor statistics for the City of San Francisco in 2015 • Total of 24.6 million visitors • Visitors brought $9.3 billion in spending to San Francisco . Golden Gate Bridge FY 14-15 • Over 40 million annual crossings (total trips) • Annual Revenue $129.5 million 3 FasTrak History . 1996 – FasTrak started electronic toll collection operations in the Bay Area . 2000 – Completed upgrade to all 7 bridges and the Golden Gate Bridge . Tourists tolling options at bridges • Pay cash • FasTrak transponder • Rental car agency tolling program . FasTrak historically received little to no complaints from tourists 4 Conversion to All Electronic Tolling . March 27, 2013, the Golden Gate Bridge implemented All Electronic Tolling • No cash or payment option on the bridge • FasTrak or license plate image based account required • Invoice sent to vehicle’s registered owner . Toll amount only . No fee or penalty . Invoices escalate to violations if payment not received by due date 5 Pre-Launch Program Changes . Added Pay by Plate accounts • License Plate account • One Time Payment (OTP) accounts • Soft Launch 1/26/13 . $1 discounted off toll for FasTrak account holders . Created the cash payment network (CPN) • Low income demographic • Tourists wanting a physical transaction and receipt . Signage • Toll plaza . Website updates 6 Pre-Launch Outreach . Press . San Francisco Convention Bureau . Rental cars counters at airports . Rental car regional offices . Downtown San Francisco hotels . Collateral . Website updates . AET video 7 Go Live Experience . People didn’t know what was happening • Stopped at Administration Building • Stopped at the Round House • Created traffic and staffing issues 8 First Response Focused on getting bridge users to not stop at toll plaza . More signage installed • Signage and brochures with payment options installed in the parking lot . More direct messaging • “Do Not Stop” • “No Toll Takers on the Bridge” . Round House removed its cash payment kiosk 9 Second Wave . Complaints started a month later . Rental car users • Receiving a second billing from the rental car agency . Referred back to rental car contract agreement . Third party provider assisted with customer service • Customers who used the One Time Payment option . OTPs that were set up after the toll crossing were not working . Rental car agencies were billing these customers for the tolls 10 Operational Buffer Added to OTP Process Flow . Discovered back end operational issue in the processing flow . Added delay to the processing time • “Within 48 hours of the toll crossing” advertised • ITOL transactions held for at least 3 days before beginning the processing flow 11 On-Going Efforts . Third party companies continue to assist with customer service • eToll • PlatePass • TollPass . Website updates • Visitor and rental car user information in 12 languages • Tips for rental car users • "Pay a GGB Toll” button on mobile site • Mobile app coming soon . Provide brochures to hotels and rental car agencies 12 Successful Education Pay by Plate Account Usage During the Peak Tourist Season (2013-2016) 250,000 200,000 150,000 100,000 MonthlyTotal 50,000 0 OTP Accounts Opened License Plate Accounts Opened Invoices Mailed July 2013 July 2014 July 2015 July 2016 13 Areas to Improve . More proactive education to tourists . Express lanes coordination . Direct liaison with the rental car agencies 14 Thank you 15.
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