Since 1995, Shimmick’s O&M team has provided operations and management excellence in supporting tolling systems, customer service centers, walk-in centers and manual cash collections. Our strategic approach has always been one of innovation and continued improvement with a focus on delivering an outstanding customer experience, and taking a leadership role in delivering 21st century technology. By providing customer journey mapping and capturing the Voice of the Customer, we are able to develop processes and implement tools to create an efficient customer centric operation which ensures our client’s tolling customers receive a positive and consistent customer experience through every service channel such as phone, chat, email, website, etc.
Our commitment to quality is reflected in our use of Lean Six Sigma principles, as well as our history of successful project transitions whether we are taking over an existing CSC facility or standing up a new one. Our dedication to continued improvement drives operational efficiency and accountability through exciting new technologies such as AI, call deflection, or self-service options which are all designed to deliver the ultimate customer experience.
Shimmick also provides support to the transit industry. Since 2000, we have been providing operations and management support to the largest public works program in New Jersey history and the largest transit light rail design, build, operate and maintain project in the US. Our transit program service offering includes providing the full operations and management of the infrastructure and light rail system which includes all system operators, stations, and facilities management .
Since 2003, Shimmick has worked as consultants to the transit industry performing fleet assessments, developing concept reports, writing technical specifications, developing Requests for Proposals, supporting procurements and proposal evaluations, managing overhauls and managing new fleet procurement contracts. We have worked on new rail car and people mover procurements, new central control installations, and equipment overhauls that replace aging fleets with more efficient, reliable and safer transit systems. With over 17 years of experience in supporting the transit rail car industry, our transit team strives to identify innovative solutions to complex transit challenges.