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					Customer Service
  Amendments
 Transportation Corridor Agencies
          January 2007
                        Overview


• TCA has an effective Customer Service
 program
  – The program places emphasis on exceeding
    customer expectations


• TCA recently partnered with Costco to
 open new FasTrak accounts
  – The Costco program began just before FY07
  – Initial sales goal of 1,000 FasTrak accounts per
    month, ½ of those replacing normal issuance
The Costco Program
                                    Costco Outperforms Expectations

                                                New FasTrak Accounts


                            6,000                                             COSTCO
                                                                              All Others
Number of Accounts Opened




                            5,000


                            4,000


                            3,000

                            2,000


                            1,000


                               0
                                    May   Jun   Jul   Aug   Sep   Oct   Nov       Dec
                                                       Months
                                                   FasTrak Accounts

                                                             Fiscal Year 2007
                                                              Total = 359,864

         400,000



         350,000


         300,000


         250,000


         200,000


         150,000


         100,000


          50,000


               0
                    FY93   FY94    FY95    FY96    FY97     FY98     FY99     FY00      FY01      FY02      FY03      FY04      FY05      FY06     FY07 YTD

Foothill/Eastern     42    1,578   5,250   8,867   24,336   36,406   66,857   88,707   112,512   138,937   162,739   190,842   213,413   236,848   252,879
San Joaquin Hills    0       0     309     816     22,192   32,738   44,303   52,437   61,999    72,626    81,999    91,556    97,544    103,732   106,985
                                        FasTrak Transponders

                                                         Fiscal Year 2007
                                                          Total = 661,212


700,000



600,000



500,000



400,000



300,000



200,000



100,000



      0
          1995     1996     1997     1998      1999      2000       2001     2002      2003      2004      2005      2006     2007 YTD
 F/ETCA   10,929   21,434   53,434   75,501   145,389   173,593   206,270   251,625   294,074   352,955   382,421   434,617   462,589
 SJHTCA     0        0      54,172   81,075   95,967    102,620   114,835   132,988   150,463   165,728   176,509   191,088   198,623
            FasTrak Transponder Program


• Transponders are a battery driven radio
    device with a 5-year average life
•   Over 80% of peak-hour traffic pays by
    transponder
•   As transponders get older, they begin to
    fail
     – Increased reliance on license plates
     – Customer Service impact
     – Replacement program
• Evaluating new technologies
      The Requested Budget Amendment



• F/E: Requesting $617,957
  – $543,149 for Transponders
  – $22,908 for Customer Service Supplies
  – $51,900 for Customer Incentives

• SJH: Requesting $224,617
  – $211,225 for Transponders
  – $10,292 for Customer Service Supplies
  – $3,100 for Customer Incentives