With the increased acceptance of electronic methods of toll payment on the Logan Motorway and Gateway Bridge, Queensland Motorways found that a paradigm shift was required in order to maintain good customer service. Increased use of electronic methods has led to an increase in customer contact and NOT a decrease as may have been accepted. This paper will outline the lessons learnt from the establishment of two service centres on the motorways and discuss the future opportunities that technology holds for increasing customer service. Two key outcomes of the experience is that technology on its will not provide an all encompassing solution and careful long-term planning of all aspects of customer contact is required in order to ensure satisfied customers and efficient business processes. The tolling environment can be a very intensive customer focused operation and the lessons learnt from this project are directly transferable to transport areas. (Author/publisher) For the covering entry of this conference, please see ITRD abstract no. E208431.
Samenvatting