Exclusive: Kentucky and Indiana's $2 Million Plan to Revolutionize Toll Customer Service

Kentucky and Indiana Collaborate on New Toll Provider

The states of Kentucky and Indiana are jointly seeking a new toll service provider for the RiverLink tolling system. This initiative aims to enhance back-office operations, including image review, invoicing, and customer service centers.

Transition Details and Financial Incentives

A recent meeting of the Joint Board for the Louisville-Southern Indiana Ohio River Bridges Project resulted in the approval of a change order and resolution. This includes a negotiated termination with the current provider, Electronic Transaction Consultants (ETC), a Quarterhill company, set to conclude by July 31, 2028.

To ensure a smooth transition, the states are investing additional funds to maintain reliable customer service. Key financial terms involve:

• A one-time payment of up to $2 million to reimburse ETC for overflow customer care costs.
• Monthly payments of $250,000 for up to 46 additional full-time customer service representatives.
• An incentive of $170,000 per month if key performance indicators are met.

This strategic move underscores the importance of customer support in public infrastructure projects.