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Bay Area Toll Authority
Memorandum
TO: BATA Oversight Committee DATE: June 1May 4411,
2005
FR: Executive Director W.I.: 1253
RE: Launch of New Update on Ongoing Consultant Procurements to Support the Toll Bridge
ProgramImplementation of the FasTrak™ Regional Customer Service Center Privacy Policy .
(BATA Resolution No. 45, Revised)
Staff is currently in the process of evaluating consultant and contractor proposals for two projects
related to the toll bridge program, as follows: Since April 2004, BATA, GGBHTD, and Caltrans
staff have been working on the implementation of a new FasTrak™ Customer Service Center
(CSC). The existing service centers in Concord (which serves the Caltrans bridges) and Mill
Valley (which serves the Golden Gate Bridge) will be closed and consolidated into a new
Regional CSC that will be located in San Francisco. The new CSC, which is on target to open
on May 31, will provide improved customer service for the FasTrak™ program.
MILESTONES
May 16: Complete testing of new CSC software system.
May 26: Export Caltrans and GGBHTD customer data into the new system.
May 31: Open new CSC and launch new website.
June 7: Grand Opening Event
NEW WEBSITE
The new FasTrak™ website is www.bayareafastrak.org. It will be fully interactive, which means
that not only will new customers be able to sign up for FasTrak™ online, but existing customers
will also be able to manage their accounts on-line (e.g. check account balance, view statements,
update account information, and replenish account balances). Exhibit 1 provides screenshots to
illustrate a few of these features, which will result in the following improvements to customer
service:
Statements – Customers will be able to view their toll transactions on a continuous basis. Formatted: Bullets and Numbering
Customers will continue to receive quarterly statements in the mail or can elect to have
their statements sent electronically via email.
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Account Updates – Customers can update their account information (e.g., change of
address, phone numbers, or vehicles, etc.) on the web site. They will no longer need to
call a Customer Service Representative or fill out paper forms to update this information.
Report Lost/Stolen Transponders – Even if the CSC is closed for business, customers
will be able to report a lost/stolen transponder immediately – without having to wait to
call the CSC during business hours – to avoid being liable for unauthorized usage.
Violation Payments – Motorists who receive violation notices will be able to resolve
their violations online by either making a payment or submitting a dispute.
GRAND OPENING
To mark the opening of the new CSC, a Grand Opening Event will be held on Tuesday, June 7,
2005 at 11:00am at the new CSC offices at 475 The EmbarcarderoEmbarcadero (at Broadway).
The eEvent will include media tours, speeches, ribbon-cutting, and a reception. All
Commissioners are cordially invited to attend.
Maintenance and system administration for the Advanced Toll Collection & Formatted: Bullets and Numbering
Accounting System (ATCAS) for the state-owned toll bridges; and
Project oversight and controls services for the Regional Measure 1 (RM 1), Regional Formatted: Bullets and Numbering
Measure 2 (RM 2) and Seismic Retrofit programs.
We are expected to complete the evaluation of the proposals submitted for these projects after
the June 8th Committee meeting; therefore, we are proposing to bring consultant Formatted
recommendations for both of these projects directly to the Authority at its meeting scheduled for
June 22, 2005.
ATCAS Maintenance Project Formatted
The ATCAS Maintenance project includes securing a contractor to provide maintenance
and repair of the in-lane ATCAS system equipment on each of the seven state-owned toll
bridges and providing maintenance and system administration services for the ATCAS
computer system. The ATCAS maintenance services are currently provided by Caltrans’
staff, but not at a performance level adequate to the task. The selected contractor for this
project will assume the maintenance services with day-to-day oversight of the contractor
provided by Caltrans. On April 27, 2005, staff issued a Request for Proposal (RFP) for
the project. In response to the RFP, three firms have submitted proposals. Based on the
preliminary review of the proposals, staff completed interviews of all three firms on June
1, 2005, and is currently finalizing its evaluation of the proposals.
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Page 2
RM 1, RM 2 and Seismic Retrofit Program Project Oversight & Controls Formatted
The RM 1, Seismic Retrofit Program and RM 2 Project Oversight & Controls project includes
hiring consultant services to develop and implement a program to assist BATA in its role of
monitoring and managing the RM1 and Seismic Retrofit programs and the RM 2 program. The
services for the RM1 and Seismic Retrofit programs includes developing and implementing a
comprehensive project controls process and project reporting system. The oversight work for the
Seismic Retrofit Program projects is an option in the RFP because BATA’s oversight role for the
seismic program is subject to the passage of Senate Bill 172 (Torlakson), which is currently
being discussed in the Legislature.. The services for the RM 2 program include developing and
implementing a monitoring program for the capital improvement and transit operating projects
that are identified in the RM 2 funding plan.
In response to the RFP, issued by BATA in April 2005, four firms submitted proposals (one for
the RM 1 and Seismic Retrofit portion of the project and four for the RM 2 portion of the
project). Staff held interviews with all of the firms on May 24, 2005. Based on the interviews,
staff has requested Best and Final Offers (BAFOs) from the firms. The BAFOs will be evaluated
during the week of June 6th. Formatted
Caltrans has also initiated a procurement process for consultant services to assist Caltrans in the
management and oversight of the Seismic Retrofit Program. Caltrans has begun this process to
be ready if SB 172 is not approved and Caltrans’ is solely responsible for the delivery and for the
oversight and controls for the seismic program projects. We have discussed with Caltrans that if
SB 172 is approved, we will need to determine the most effective use of consultant assistance
and management.
Steve Heminger
J:\COMMITTE\BATA Oversight\2005\June\consultantcontractupdate.doc`
SH: LL
In July 2004, the Authority approved BATA Resolution No. 45, Revisedrevised, which
established a privacy policy for protecting the personal information of account holders of the
FasTrak™ systems on the state-owned bridges and the Golden Gate Bridge.
With the new Regional FasTrak™ Customer Service Center scheduled to open on May 31, 2005,
a new website will also be launched. The language in the existing Privacy Policy is revised Formatted
for the new FasTrak™ website to strengthen the policy on how, and under what
circumstances, BATA or the Toll Facilities would disclose personal information of its
FasTrak™ account holders to third party service providers. In addition, the existing
Privacy Policy is revised to comply with the California Online Privacy Law, which requires
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web operators to make it clear how an account holder can update their personal
information.
The proposed revisions to the existing privacy policy are shown in Exhibit 1.
Recommendation
Staff recommends that the BATA Oversight Committee refer BATA Resolution No. 45, -
Revised, FasTrak™ Privacy Policy, to the Authority for approval.
Steve Heminger
J/Committee/BATA Oversight/May2005/New RCSC launch memo.doc
SH: LL
J:\COMMITTE\BATA Oversight\2005\May\RCSC Privacy Policy revised BATA Oversight memo.doc
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Exhibit 1
New FasTrak™ Website (www.bayareafastrak.org)
Screenshots
Homepage Formatted
Account Overview page Formatted
123 ABC AVENUE
Formatted
xxxx
5ABC123
5ABC456 Formatted
Formatted
2
Edit Account Holder Information
page
123 ABC AVENUE
Formatted
XXXX
Formatted
XXXX
Formatted
2
Vehicles & Transponder Lists page
5ABC123
5ABC456
Formatted
Formatted
2
Enrollment page Formatted
2
Violation Information page Formatted
Formatted
Bay Area Toll Formatted
Authority
Privacy
Policy
(Proposed
revisions to
existing
language are
in revision
text)
The Bay Area
Toll Authority’s
(BATA’s)
privacy
policy
describes
the collection,
use and security
of the information
obtained
from users of the FasTrak™ system for the efficient and effective operations of the program.
This policy is consistent with Federal and State laws governing an individual’s rights to privacy.
Personal Information Collected
BATA collects personal information to facilitate enrollment processing, account maintenance
and to better serve FasTrak™ accounts. Examples of personal information include a FasTrak™
users name, address, telephone number, email address, credit card number and expiration date,
license plate number or other information that personally identifies a FasTrak™ user. BATA
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obtains this personal information from applications or other forms submitted to BATA. BATA
may also obtain information about a FasTrak™ user from other sources, such as the Department
of Motor Vehicles, to ensure that records are correct and complete.
How Personal Information is Used
Personal information will only be used by BATA and the Toll Facilities utilizing the FasTrak™
system for the purpose of administering a FasTrak™ users account and managing the FasTrak™
operations. In the course of administering FasTrak™ accounts, BATA may disclose personal
information to third party service providers for the purpose of operating the FasTrak™ program;
otherwise, personal information will not be disclosed to third parties without a user’s consent,
except as permissible by law. Information about a FasTrak™ user’s use of the system, but which
does not personally identify a user, may be disclosed to others to generate statistical reports for
the purpose of managing the FasTrak™ operation.
Security
BATA will take all reasonable steps to safeguard personal information through physical,
electronic and procedural means. BATA will treat FasTrak™ user information confidentially
and require third party service providers to treat it in the same manner.
FasTrak™ users retain the right to review all of their personal information pertaining to their
accounts, whether stored electronically or on paper. Any inquiry or request to obtain Formatted
information, in accordance with the above provisions, should be directed in writing to the Formatted
FasTrak™ Customer Service Center or to BATA. BATA may adopt procedures for review of
such information, including but not limited to charging a fee for processing requests for access to
personal information.
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Effective Date
The effective date of this privacy policy is July 28, 2004. If BATA makes changes to this
privacy policy, BATA will post the revised policy on its FasTrak™ website.
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