407 ETR

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THE WORLD’S FIRST ALL-ELECTRONIC
OPEN-ACCESS TOLL HIGHWAY
October 26, 2012
WORLD’S 1ST
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
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407 ETR SHAREHOLDERS
16.77%
10%
43.23%
Controlled by CPPIB
30%
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HOW THE SYSTEM WORKS
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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
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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
237,000 average workday trips
over 380,000 average trips per workday
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
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TRIPS
over 380,000 average trips
per workday annually
More than 460,000 trips on
June 30, 2011 – a one day
trip record!
Over 110 million trips and
2.2 billion vehicle kilometres
travelled (VKT) annually
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Total annual VKT equals
54,897 trips around the Earth!
CHANNELS OF CHOICE
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5,400
240,000
IVR
5,300
visits
Web
Service
Centre
57,000
calls
E-mail
Phone
Channels of Choice (Monthly Average)
11,400
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%
6
7.4%
4
4.9%
4.7%
3.9%
3.8%
2
3.6%
3.8% 3.7%
3.1% 2.7%
2.7%
2009
2011
0%
0
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2000
2001
2002
2003
2004
2005
2006
2007
2008
2010
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CONSTRUCTION AND INFRASTRUCTURE
407 ETR has invested over
$1.2 billion since 1999!
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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
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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
Larger/Taller Images
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Before
After
New energy efficient
LED lighting
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.
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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
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COMMERCIAL ACCOUNTS
Manage 407 ETR’s relationships with its largest commercial or
business customers.
Fleet leasing companies
Car rental agencies
Courier companies
Large private fleets
Provide dedicated customer
service support (dedicated team
of 15 employees).
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Construction and Disposal companies
Trailer leasing companies
Bussing companies
Haulage/Logistics companies
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)
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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
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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
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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
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QUESTIONS?
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