// NOTES //

What are the 495 Express Lanes

• Four high occupancy or toll (HOT) Lanes; two in each direction
• Located on Capital Beltway (I-495) between the Springfeld Interchange and just north of the Dulles Toll Road
• Two way lanes in each direction. Distance of 14 miles each way (28 total)
• Tolls in effect 24/7
• Dynamic Pricing
• Connected to 95 Express Lanes

What are the 95 Express Lanes

• 29 miles from near Edsall Road in Fairfax County to just past Garrisonville Road in Stafford County
• Two lanes wide from Garrisonville Road to Prince William Parkway; 3 lanes from the Parkway

395

• Reversible 8-mile extension of the existing 95 Express Lanes
• 395 covers Washington D.C. border
• 395 considered the same with 95

About the Express Lanes

• HOT lanes are tolled that operate alongside existing highway lanes
• Provide users with a faster and more predictable travel option
• Buses, carpools (HOV - HOV 3+), motorcycles, and emergency vehicles will have toll free access

Electronic Toll Collection Tolling on the Express Lanes is all electronic. There are no toll booths and no option to pay cash. An E-ZPass is required for travel.

• (No E-ZPass detected) Missed a Toll > Invoice (undone) > Court

Types of Transponder

• Electronic toll collection system
• Battery powered Radio Frequency Identification (RFID) transponders
• Automatically deducts fee from a user's prepaid account
• E-ZPass can be used on toll roads in many states

E-ZPASS REGULAR - E-ZPASS FLEX - BUMPER TRANSPONDER -

(Just to make sure that it will work in New York, kindly contact your E-ZPass Agency)

• Bumper mounted transponder (for vehicles that has tinted windshields)
• Windshield mount behind rearview mirror

(CX with Bumper Transponder must contact us to nominate the HOV mode) nomination only lasts for 7 days

E-ZPass Required: There are no toll booths on the Express Lanes HOV +3 Free: 3 or more passengers ride free with a switchable E-ZPass Flex E-ZPass Flex: allows the user to switch between HOV and Toll mode. Can be used on all E-ZPass roads

Refund - 2 times (for first time)

Dynamic Pricing

• Tolls on the Express Lanes will change according to real-time traffic conditions in order to keep the lanes free-flowing
• Electronic signs display toll price when they enter

Express Lanes Enforcement

• HOV-3+ Requirement (Alert State Troopers) and check the vehicle

No E-ZPass connected to the Plate Number detected = Toll Invoice / but if there is, charge will be directly deducted on the E-ZPAss (Gantry, E-ZPass Detection, Camera)

How to pay: expresslanes.com

View an Affidavit > Name Another Driver > Affidavit will show (expresslanes.com)

ezpassva.com (information about E-ZPass)

Learn the lanes (rules)

Map your trip (to seek and plan for an anticipated trip) you can also check the exact route and exact payment you'll pay there

7 ft. tall vehicle - $1.60 (standard) if above the standard, then the price will vary

Ramp only fr HOV-3 customers 24/7 = E-ZPass Flex required (Seminary Ramp)

Go to Seminary Road - if no E-ZPass

Ramp open to all customers - front of Seminary Rd.

If they don't want to travel the Express Lanes, they will go to Southbound and exit there

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Eads St. and Penatagon Carpools

How it will work

1. Travel north on the Lanes with sluggers and E-ZPass Flex in HOV mode 2. Exit at Eads Street to drop off passengers 3. Switch to Flex on non-HOV mode 4. Re-enter Lanes via Eads St. (10 mins) 5. Driver is not charged a toll if they re-enter during their trip

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NOTES 10/14

Introduction to the System

The Express Lanes Call Center manages customer inquiries related to:

• Violations and non-transponder-based toll payments
• Express Lanes travel and pricing
• Toll or violation related disputes
• Toll adjustments, fee waivers and refunds
• Accounts that have been reffered to collections
• Accounts that are subject to court

1. CBO Account Types Violation Account

• created automatically by the CBO
• Tracks violation through aging and payments (you can see all the violations and invoices) (Rejected by E-ZPass Agency)

Hotlane Account

• Created manually by on user on the customer website or in the CBO by an agent
• Used for general information and marketing purposes
• Used for HOV nomination (customer must speak with CSR to nominate) (Bumper Trans>Nominate to CSR to Hotlane Acc>HOV Nomination)

Stakeholder Accounts -Created manually by the customer service staff

• Used to track communication with various stakeholders (e.g. Media) (You do this if There is no existing acc of the customer) (document something if you promise something)

1. OUI - One User Interface

• Used to post tolls sent to E-ZPass agencies (all trips charged to an E-ZPass account, or E-ZPass charges)

System Accounts

• Created manually as part of the initial CBO configuration
• Used for transaction/trip processing

CBO Navigation CBO Tool

• filter account +

• Account ID (get the Account Number showing the invoice received)
• Plate Number (first thing to ask, one owner per license plate)
• Primary TPDR (get the Transponder number)
• Invoice ID (get Invoice Number)
• Violation ID (get the Trip Number)
• Advance Search (Extension of information needed)

Types of Account Searches

• (all from filter account)
• Email
• Transponder Number
• Transaction Number

All violations from the invoice (found at the back of the invoice)

The information such as Trip Number, Account Number Etc. (found at the Top corner)

==== (In which state is your transponder registered?)

(Virginia Transponder Number): 010+

(Maryland Transponder Number): 016+

(Delaware Transponder Number): 019+

When entering a transponder number into the BOS a 65 must always be entered in front of the number.

(ex. 65010+eight unique numbers)

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Searching for a Trip Charged to an E-ZPass Account

Global Search>Click Select all>Relative Date>Dates are Auto>Transponder Number>License Plate Number>Click Search

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Violation Accounts

• Affidavit received stating registered owner was not the driver of the vehicle

Stakeholder Accounts -Track communication with various stakeholders (e.g. Media)

Hotlanes Accounts - Stakeholder now

• Most of the time created by the customer on the Express Lanes website
• Required to nominate a bumper transponder for HOV status

Add Account>Account Type (Stakeholder/HOV)>FN/MN/LN>Address>City>State>Zip Code>Email>Phone>Plate Number>Plate Jurisdiction>Transponder Number

Add Account>Account Type (Documentation)>FN/MN/LN>Address (N/A)>City>State>Zip Code>Email>Phone>Plate Number>Plate Jurisdiction>Transponder Number

Numbers for checking the Trip First digits for 395 is 955 and then numbers First digits for 95 is 95 and then numbers For 495 it's 495

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Reasons for Invoice

Invalid Status of Transponder (subject for E-ZPass Agency for checking)

• To check, click trip ID and it will show Zero/Low Balance or Insufficient Balance (contact the E-ZPass Agency to replenish the account)

==== Scenarios:

I have E-ZPass, but I received an invoice

• Check the Transponder (if there is, check the status)
• Check the Transponder (if there is none, then the reason is because they don't have one that the detectors didn't detect during travel)

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HOV NOMINATION - for Bumper

• Allows customer with an external bumper trans to declare they will be travelling in HOV 3+ during a certain time period
• Only bumper trans are eligible to nominate for HOV
• Customer must call the call center to set up HOV nomination
• HOV nominations are completed on Hotlanes accs
• Can be done in up to 7 day increments
• No less than 30 mins prior to travel
• Advise Support to add the Nomination on TRR - get the ref no. LPN and TP number from the customer. Advise support on the date and time for nomination

Find the acc>LPN/Acc No.>confirmation/verify of details>how can I assist>use of Trans No. and LPN>when do u want this to start>take effect 30 mins after>maximize the 7 days>confirmation and suggestion of assistance>documentation on notes

(15 mins should document in notes)

• not allowed to document: credit card details, profanity used by customer

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How to create a Ticket Create a Ticket>Description (Reason and Trip Number)>Supervisor Review>Reason>Priority (Medium)>Supervisor

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Scanned Documents

• From the notes
• Click the pdf link to view a copy of the correspondence

Invoice>expand it>scroll down>select notes>click pdf view

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TOLL VIOLATION ENFORCEMENT

V-Toll Ad Fee: $0 Operator uses license plate number to process trip (Within 5 days of trip)

Missed Toll Ad Fee: $1.50 + Driver pays unpaid trip online (Within 5 days of trip)

First Invoice Ad Fee: $12.50 is per trip + the Toll Fees (6 days to 35 days after trip)

Second Invoice (Final Notice) Add Fee: $25.00 per trip (45 days to 74 days after trip)

Collections Ad Fee: $100.00 (75+ days after the trip) Nationwide Credit Corporation

Court Summons Ad Fee: $100 + court fees and civil penalties (180 +days after trip)

Discounted Pre-Court Settlement Drivers who settle prior to court date receive discount (180+ days after trip) PCS (1 business day prior to the court date)

Discounted Pre-Trial Settlement Drivers have opportunity for discounted settlement even 30 mins before trial begins (At court)

(Always remind the status of the court call to the customer, esp if it is already settled, and don't forget to take notes and make documentation)

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NOTES 10/15

VIOLATIONS

• Toll violations occur because: ... there's something wrong with their e-zpass ... they didn't pay the toll fee

Types of Violation

1. HOV Violation

• didn't follow the required number of occupant in the vehicle which is 3 people and their e-zpass is switched on in HOV mode

1. Toll Violations

• no e-zpass and then travelled on the express lanes
• didn't pay the required toll fee (zero balance, insufficient balance, missed a toll)

1. Unauthorized Vehicle Violations

• standards of the vehicle to be used
• 2 axles only (4 wheels)

1. Reckless Driving Violation

• Speeding
• and others that can cause damage in the road and the customer is at fault

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How are Toll Violations Generated?

When a violation occurs:

• A lookup is completed through the Division of Motor Vehicles (DMV)
• The CBO looks for a match to a violation account already in the system with previous violations
• If an account s not found, a new account is created
• An invoice is sent to the identified owner requesting payment for the trip and any applicable fees

If it turns out to be:

Old Acc: violation will be sent to the old acc, the customer will receive an invoice

New Acc: an account will be created

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Finding MAT/Opt-In Program

• From the Main menu, select Missed a Toll
• Use the filters on the screen to locate a Missed a Toll/Opt-In registration. For example, a plate number can be inserted.
• Click Apply to progress
• Clear to remove filters, or cancel to halt the search

Reason for enrolling the customer to Missed a Toll: If the customer mentioned that they travelled recently and it is not yet on our system

Enrolling in MAT: Missed a Toll option>plus sign>Email>Plate Jurisdiction>Plate Number> Start time (the time they travelled, enter a start of 12 AM)>End time (end with the time the customer called until 11:59 PM)

Difference between Missed a Toll and Future Missed a Toll:

MAT - past missed - Missed a Toll option>plus sign>Email>Place Jurisdiction>Plate Number> Start time (the time they travelled, enter a start of 12 AM)>End time (end with the time the customer called until 11:59 PM) FMAT - future missed - same process with MAT, but the end date is December 2059

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Processing a Missed Toll

Customer Making a payment: (The trip is already posted)

Settlement button>(Violation ID, Fees, Tolls Total will pop up)>get the customer's credit card>get the email>submit>read the transaction details to the customer

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Editing or Deleting a Missed a Toll / Opt-In Registration

(edit or delete on the right side of the account preview)

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Customers can also enroll themselves in a Missed a Toll and make a payment for the toll (through the expresslanes.com website)

expresslanes.com>make a payment>scroll down and fill out the form that says "recently missed a toll?>provide LPN, State, Start Date and End Date of Trip> click next, then

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Unpaid Toll Invoices

• On the top right of the toll notices the customer is provided with: a trip number their account number the invoice number the LPN of the vehicle with the violations invoice issue date due date toll amount amount of the administrative fee ($12.50 per trip for TN1. $25,00 per trip for TN2) Invoice total
• Underneath these is a picture of the LPN captured when travelling on the lanes
• The bottom of the front page provides the payment options

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Unpaid Toll Notices (cont)

• The back of the toll notices provide the

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Violations Screen

• Contact Information - verification process
• Trip Details (violations option, expand button to see the exact details)
• Trip ID will direct you to One UI to get the trip details and transponder status
• Documentation can be done in the Notes option by clicking the plus sign (note type>note subtype>insert notes (name of the caller, then ci, important details or summary of the call, but not the bank details and profanity of the caller)
• Legacy Court Settlement (payment for court pre-settlement)
• Payment History is where you can see the payment settlement with verification codes (when it's waived, the customer didn't pay, so we deleted the debt)
• Reversed payment is possible for real world when: the customer realized he is not the owner of the car or plate number, or when there is a discount and he wants to use it
• Call DMV (Division of Motor Vehicles) to edit the name and address of the caller
• Invoice (expand button or drop down button to view the number of trips)
• To see the total of trips, you must click on the Violations

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Violation Mitigation Explanation

• Trip ID (to see trip details and transponder status)
• If there is a mismatch on the caller details to the actual LPN picture (the caller is not subject to pay, but just right off)
• If the caller claimed that it isn't his vehicle (advise the caller to send us the document that says they are not the owner issued by the DMV)

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Adjacent Trips

• Violation on 95 - $12.50+ Toll
• Violation on 495 - Toll Only

Connecting Trip -

• two separate roads considered 2 trips.

Sample: 495 to 95 Travel, in the invoice it will be 2 trips, but if it is a connecting trip then it will be considered 1 with 1 total admin fee and 2 toll payment

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Affidavit of Non-Liability

• sold or transferred vehicle
• stolen vehicle
• rented or leased
• registered owner not driving

(advise the customer to send an affidavit via getting the affidavit at the expresslanes.com on "Received an invoice option" where you need to submit your account ID and Trip Number, then scroll down and click "name another driver," and then notary, and then mail it to the email address of expresslanes, (customercare@expresslanes.com) or get the customer email address and request the email team to send an affidavit email to the customer, and tell the customer that he will receive the email within 2-3 business days)

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HOV Travel there are three people in the car, but the driver forgot to select HOV mode.

Fair Travel is when there are only 2 people or 1 person in the car, but the HOV mode is on.

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First Time Forgiveness: $1.50 (if there is no E-ZPass, we will reduce, if there is E-ZPass ____)

Unit number missing: Is there an apartment number or suite no.?

NEWS (North, East, West, South): What is the suite direction?

If it's under "Collections," balance should not be disclosed to the customer, only the other details

Contact E-ZPass agency to replenish your acc. (if Zero Balance or Low Balance)

(Just to confirm, may I ask you to repeat your Bank Account Number?) (As much as I wanted to, but for security purposes, and for your personal property's safety, I am not allowed to mention any Bank Account Number)