Offline Notepad
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WHAT WE'VE LEARNED LAST WEEK
1.Navigation of tools inside the CBO
2.CBO - Commercial Box Office
FTF - FIRST TIME FOREGIVENESS PROGRAM
- IF VA, MD, OOZ EZPass customers Credit Card expired, or insufficient fund incorrect transponder mounting, faulty transponder, plate not linked, forced onto lanes by police/accident with no record of incident.
We remove admin fees and take payment for toll only if customer asked and we should explain to the customer and all fees validated, need one pushback. Note that the delegation of agent is up to $200. For above $200, seek approval from support, get code and include in your documentation.
- IF Non EZPass Customers
- Forced onto lanes by police/accident with no record of incident
- GPS guided onto the lanes
- Forced onto lanes by traffic congestion
- Unaware EZPass Flex required for HOV3+
- Confusion about signage/EZPass Requirements
a. Charges/Express Lanes should be explained to the customer and all fees validated.
b. Following validation of the charges and 1 push back from the customer, a 1 x courtesy reduction
- IF All Customers . congestions
- Normal congestion
- Major congestion
a. Write off trip as a 1x courtesy and provide script from Public Affairs
b. At the discretion of TU additional trips may be written off following major roadway events, even if a previous reduction has been given. A major event is when all lanes are blocked for 15 minutes. The control room provides notification of these events.