Shimmick provided CSC, back office, and walk-in center (WIC) operations for the Triangle Expressway in the Raleigh-Durham area, the Monroe Expressway southeast of Charlotte, and the I-77 Express Lanes (P3) located north of Charlotte. The Triangle Expressway was NCTA’s first toll road. As a greenfield project, Shimmick led the mobilization and startup of operations for the NC Quick Pass CSC, Traffic Management Center (TMC), and Video Processing Center. This effort included site selection; lease negotiation; interior design and build-out; and the provisioning of the 15,000-square-foot CSC facility. We also opened two new remote walk-in centers to service customers using the Monroe Expressway and the I-77 Express Lanes.
During implementation, Shimmick worked with NCTA to develop project operational plans and documents consisting of sixteen program plans, eleven main client reports, and 219 individual SOPs covering fifteen functional areas of the operation. CSC operational services included call center operations; customer account management; image review; video processing; bill-by-mail invoicing; mail and e-mail processing; transponder management and distribution; and audit/reconciliation of interoperable transactions; and oversight of the call center IVR telephony / technology.
Shimmick also managed a front-end collection process that included video bill issuance, payment receipt and processing, reconciliation, customer contact and follow-up, and escalation. As video accounts age, multiple levels of noticing were followed based on NCTA policy and North Carolina legislation. When unpaid accounts age beyond the allowable limit, Shimmick worked with the Department of Motor Vehicles to place registration holds on the vehicle and coordinated transfer of the account to a collection agency for further action.