The Boards of Directors of the Transportation Corridor Agencies (TCA), comprised of the San Joaquin Hills (SJHCTA) and Foothill/Eastern (F/ETCA) Transportation Corridor Agencies, selected Faneuil, Inc. to provide the staffing and management for The Toll Roads’ day-to-day customer service operations – a major milestone in TCA’s effort to continue enhancing customer service for the 300,000 daily drivers of Orange County’s 51-mile toll road system.
The Customer Service Center Operations contract is expected to be a ten-or-more-year agreement with an estimated $100 million value. Faneuil, Inc.’s contract will include call center operations, customer communications and account management, violation processing, FasTrak® transponder management and payment processing.
“Customer service is a high priority for TCA and awarding this contract is a significant milestone,” said F/ETCA Chair Ed Sachs and Mission Viejo Mayor Pro Tem. “Faneuil’s well-trained management and vast customer service experience will benefit our customers.”
The Toll Roads’ – State Routes 73, 133, 241 and 261 – customer service operations serve nearly one million FasTrak and ExpressAccount® customers. Each month, the call center manages more than 100,000 inbound calls, 3,300 walk-in customers and 11,000 electronic and paper correspondence.
Faneuil, Inc., headquartered in Hampton, Va., has provided outsourced customer service for an extensive client portfolio nationwide for more than 23 years, and manages more than 600 million customer interactions each year. Specific to the tolling industry, Faneuil, Inc. has provided customer care, back office, and violations processing support to agencies for more than 11 years for agencies similar to TCA.
“We welcome this opportunity to provide an exceptional customer service experience for Southern California residents and visitors who depend on TCA’s transportation network,” said Faneuil’s President and Chief Executive Officer, Anna Van Buren. “We thank the Agencies’ Directors for the confidence they have placed in us, and we are committed to serving TCA as a dedicated, collaborative partner for many years to come.”
“Through an extensive procurement process, TCA’s goal was to select a long-term, well-qualified firm who shares the Agencies’ priorities of improving efficiency, productivity, and customer service in a cost-effective manner,” said SJHTCA Chair Ross Chun and Aliso Viejo Councilman. “Faneuil clearly meets this goal.”
Some key highlights of Faneuil, Inc.’s contract include:
- Offering employment to existing customer service staff to accelerate the transition between operators while ensuring that TCA’s operations are not impacted
- An incentive structure to identify and successfully deliver innovative ideas that reduce costs and enhance TCA’s operations
- Maintaining an optimum level of staffing that adjusts based upon projected seasonal and daily work volumes to ensure compliance with TCA’s performance requirements
- The ability to continuously develop and incorporate best practices from the customer service industry and national operations
The contract is a performance-based, time and materials contract that will be capped by the number of hours needed to manage actual work volumes. The TCA Boards of Directors unanimously approved a five-year base term with optional extensions for up to ten additional years. The contract will be executed immediately with a transition period that will be completed by May 1, 2017, when Faneuil, Inc. officially takes over.
The Transportation Corridor Agencies (TCA) are two joint powers authorities formed by the California legislature in 1986 to plan, finance, construct and operate Orange County’s 67-mile public toll road system. Fifty-one miles of the system are complete, including the 73, 133, 241 and 261 Toll Roads. TCA continues to meet the region’s growing need for congestion-free transportation alternatives.
