Under subcontract, Shimmick was responsible for providing Customer Service Center and Violation Processing Center operations that included customer account management, call center operations, image review, violation processing, payment processing, and transponder management and fulfillment for the DRJTBC. A unique aspect to this project is that the back office system was a hosted solution with both the system and operations located in Richardson, Texas.
The DRJTBC pricing policies administered by Shimmick included both time-of-day discounts, as well as discounts based on transaction volumes. Time-of-day discounts of up to 10% were provided to commercial vehicles equipped with a valid E-ZPass transponder and traveling during off-peak hours. Non-commercial vehicles with a valid DRJTBC-issued E-ZPass transponder received an automatic 40% discount after making 20 trips through DRJTBC toll plazas over a 35-day period. The discount also extended to registered non-commercial E-ZPass transponders issued by any of the 24 toll agencies in the E-ZPass Group.
In addition, Shimmick managed and administered a recall and replacement program for transponders that had exceeded their useful battery life. Returned transponders were designated in the inventory system as a ‘recalled product’ so that disposition could be authorized by DRJTBC. To facilitate the program, Shimmick designed custom reports to identify, track, and segregate recalled transponders from transponders being issued to new customers.