The Orange County Transportation Authority (OCTA) and the Riverside County Transportation Commission (RCTC) in California have awarded Kapsch TrafficCom a three-party agreement to consolidate back-office system (BOS) and customer service centre (CSC) operations for the SR-91 and I-15 Express Lanes.
The contract is valued at more than $170 million (£128 million) and runs through 2041.
SR-91 is the primary corridor connecting the Inland Empire and Orange County, crossing from RCTC’s jurisdiction into OCTA’s near the county line. Historically, tolling operations along the corridor were managed by two separate agencies, each operating its own back-office system and customer service center. As a result, customers using toll facilities in both counties often received separate invoices, agencies maintained separate accounts, and interacted with different customer service organisations depending on where their transactions occurred. This back-office consolidation is designed to provide a more seamless customer experience across the entire corridor.
Around 35 per cent of customer service interactions already involve both the SR-91 and I-15 corridors. Unifying operations under the Kapsch platform, which already manages RCTC’s portion of the road, gives OCTA and RCTC a single back-office system and a single customer service contact for drivers using either corridor.
“This partnership reflects what we’ve built together with RCTC over the past years,” said JB Kendrick, President of Kapsch TrafficCom North America. “That kind of trust comes with real responsibility to both
the agencies and to the hundred thousand people using these lanes every day. Our job now is to continue to earn that trust every day through 2041.”
The SR-91 Express Lanes serve more than 56,000 and 60,000 users daily in Riverside County and Orange County respectively, according data published by the agencies. Combined, the corridors process more than 6.3 million transactions monthly. The Kapsch platform will extend to incorporate SR-91 into the existing I-15 back-office system, giving both agencies a unified view of the corridor.
(Picture: Riverside County Transportation Commission)
