Delays and logistical problems had occurred with a customer acquisition programme.
The toll road didn’t allow for manual tolling and required a tolling device.
The toll road was due to open and if commuters did not have a tolling device they would be fined.
Optical recognition wasn’t an option.
A significant dispute had arisen between the customer service operator and the head contractor leading to a termination of the contractor and the need for an interim management role.
Some of the problems included:
Misdelivery of tolling devices.
Customers charged but the road wasn't open.
Excessive delays in the receipt of the tolling device.
No front end on the customer interface, resulting in no record of customer contact.
