Utah Department of Transportation
The Utah Department of Transportation (UDOT) selected ETC Corporation (ETC) to provide payment processing and customer service for the I-15 Express Lanes electronic payment system.
ETC’s systems provide all aspects of account management and ETC’s staff will provide service to Express Lane users via phone, mail, e-mail, fax, and Web access. All services will be hosted at ETC’s technology and customer service centers located at its headquarters in Richardson, Texas. UDOT’s Express Lanes representatives will continue to provide local support.
ETC’s systems and operations went operational in June 2010 to provide the account management and customer service to support the transition from the old system and provide ongoing account management and customer service operations. ETC’s unique approach to solution implementation and the benefits of its hosted environment enable operations to begin in less than six months from contract award.
The New Solution. The new customer service and operations are essential elements of UDOT’s goal to enable electronic payment for the I-15 Express Lanes. Elements of the new solution include:
- Hosted Solutions and Operations – ETC is providing both solutions and operations from its Richardson, TX headquarters location, delivering significant schedule and cost benefits for UDOT.
- Complete Replacement of the Existing Sticker System – The ETC electronic customer service and account management system will replace the monthly sticker program currently in place, providing greater flexibility and auditability for UDOT.
- Greater Congestion Management – The new system will support UDOT’s goals to better manage congestion in the Express Lanes and ensure that carpooling remains a benefit.
- Enhanced Customer Self-Service – ETC’s solution includes a hosted Web site for Express Lane users and integration with an interactive voice response system, delivering 24/7 self-service for UDOT’s customers.