IRVINE, Calif. - February 10, 2022
The SJHTCA and F/ETCA Boards of Directors were presented with the FY23 Strategic Plan draft for review before final consideration at a future Boards of Directors meeting. On December 9 and 10, the Boards participated in a joint strategic planning workshop to discuss and develop the new seven-year Strategic Plan. The seven pillars of the Strategic Plan include goals, objectives and activities for:
The document was well received by the Directors as drafted and no significant changes were identified as necessary. Highlights of the draft include:
The SJHTCA and F/ETCA Boards of Directors were presented with the Agencies’ Quarterly Customer Service Report, which demonstrated an overall satisfaction rate of 4.5 out of 5, which is an “A” rating, reflecting customers’ positive experience with the The Toll Roads’ customer service team. When broken down to customer type, it was important to note that violators gave TCA a stellar 4.4 rating, reflecting the Agencies’ customer leaning policies and practices. The high scores are the result of TCA’s commitment to quality customer service.
A strong example of TCA’s commitment to customer service is despite an increase in customer volume, the quarterly report highlighted a decrease in the average wait time compared to the first quarter report of Fiscal Year 2021 (FY21). Additionally, 91 percent of calls were answered within five minutes, averaging a one minute and 41 seconds wait time as opposed to FY20 second quarterly report wait time of one minute and 50 seconds.
The SJHTCA Board of Directors unanimously approved contracts for services needed to advance the State Route (SR) 73 Catalina View Improvement Project. The contracts will help plan services to mitigate the recurring congestion by adding a fourth lane in the northbound and southbound directions between Laguna Canyon Road and Newport Coast Drive and ultimately widening the road. Like all TCA facilities, SR 73 was designed with a wide unpaved median to accommodate future improvements. In supporting moving forward with the development of this project, the SJHTCA has contracted with two prominent firms in the industry:
The San Joaquin Hills Transportation Corridor Agency (SJHTCA) and Foothill/Eastern Transportation Corridor Agency (F/ETCA) Boards of Directors unanimously approved a contract with PFM Financial Advisors LLC for Municipal Advisory Services.
Municipal Financial Advisory Services from PFM involves supporting the Agencies with a range of ongoing financial support and advice including: