The Ohio River Bridges East End Crossing

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Crossings Climb, Call Times Improve In Second Quarter

Major improvements in response times

July 18, 2017The second quarter of tolling on three bridges connecting Louisville and Southern Indiana saw an increase in the number of crossings on the bridges and significant improvements in RiverLink customer service. Tolling on the SR 265 Lewis and Clark Bridge, I-65 Abraham Lincoln Bridge and I-65 Kennedy Bridge started Dec. 30, 2016.

The average time to answer a call to RiverLink customer service dropped dramatically in the second quarter of the year, from an average of 40.5 minutes in the first quarter to an average of 7.9 minutes in the second quarter. Even more improvement was seen in June, the final month of the quarter, when the average time to answer a call was less than a minute.

“We want to thank RiverLink customers for their patience, and let them know significant improvements have been made,” said Megan McLain, innovative finance manager with the Kentucky Transportation Cabinet. “We’re committed to delivering the help customers need in a timely fashion. The numbers show the many improvements we’ve made are working.”

Several steps have been taken to improve the customer experience. The biggest improvement has been increasing the number of customer service representatives. Currently 75 representatives answer calls to RiverLink customer service. Not only are calls being answered more quickly, but the number of calls abandoned has dropped dramatically.

An automated payment option was added in May, allowing customers to pay an invoice over the phone without ever talking to a customer service representative. Several improvements have also been made to the website, including the addition of a RiverLink Help section earlier this year. The RiverLink Help section is currently being updated, and will soon include step-by-step tutorials for managing RiverLink accounts.

Second Quarter Crossings

Nearly one million more drivers crossed the three tolled bridges in the second quarter of the year. Nearly 8 million crossings were recorded on the three bridges in April, May and June.

The average number of weekend and weekday crossings on tolled bridges both increased in the second quarter. The average number of weekday crossings climbed just over 10 percent in the second quarter, and the average number of weekend crossings climbed just over 18 percent.

The number of crossings increased on all three of the tolled bridges in the second quarter, with the largest increase seen on the Lewis and Clark Bridge.


Accounts and Transponders

Consistent growth was seen in the second quarter in the number of RiverLink accounts, and the number of RiverLink local transponders and RiverLink E-ZPass transponders requested. The number of RiverLink accounts increased 17 percent in the second quarter, with nearly 126,000 accounts opened by the end of June. A total of nearly 276,000 RiverLink local transponders and RiverLink E-ZPass transponders have been requested.

“We’re pleased to see more people opening RiverLink accounts and getting RiverLink transponders,” said Andy Dietrick, spokesperson for the Indiana Department of Transportation. “However, we’re not seeing a substantial increase in the number of drivers crossing tolled bridges with transponders. It’s important for all drivers to remember that when they cross with a transponder and prepaid account, they’re paying the lowest toll rates.”

An average of 59 percent of drivers crossed tolled bridges with transponders during weekdays in the second quarter, an increase of 3 percentage points from the first quarter of the year.

Drivers Without Accounts

More drivers in Kentucky and Indiana crossed the tolled bridges with transponders in the second quarter. The number of Kentucky drivers crossing the tolled bridges without prepaid accounts and transponders dropped more than 14 percent, and the number of Indiana drivers crossing without prepaid accounts and transponders dropped nearly 12 percent. The number of out-of-state drivers without transponders and prepaid accounts dropped 3 percent from the first quarter.

For drivers without prepaid accounts and transponders, cameras capture an image of the license plate and an invoice is mailed to the registered owner of the vehicle. There’s no need for drivers to take any action until the invoice arrives. Initial invoices are for tolls owed, and do not include any penalties.

Frequent-User Discount

The number of drivers who qualified for the frequent-user discount was consistent, with a 2 percent increase in the number of frequent-users in the second quarter of the year.

The frequent-user discount is an automatic credit after 40 trips are posted on any of the three tolled bridges in a calendar month. The credit is 50 percent, and each additional trip that month is also discounted 50 percent.

The frequent-user discount is only for drivers in passenger vehicles with RiverLink personal accounts who maintain a positive balance. The frequent-user discount is per transponder, not per account.

Revenue to Date

Revenue numbers are preliminary for the second quarter. At the end of the second quarter, nearly $35 million had been collected and split evenly between Indiana and Kentucky. An additional $3.3 million will be received from E-ZPass systems in other states (drivers who crossed the tolled Ohio River bridges with E-ZPass transponders from other states).

The billing cycle is still active, and additional money is being collected from vehicle owners who have received invoices.

Revenue collected to date is in line with expectations, and both states are meeting their financial obligations for the Bridges Project. Toll revenue can only be used to meet financial obligations of the project and for operation and maintenance of the project area.

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Find more information on RiverLink tolling, including answers to frequently-asked questions, at www.RiverLink.com.

Find more details on the Louisville – Southern Indiana Ohio River Bridges Project at www.kyinbridges.com.

Kentucky: Bridge Inspection

WVB East End Partners will conduct roadway inspections on July 18th and 19th of 2017 from 11:00 am to 3:00 pm each day on the Kentucky Approach Bridge and the Lewis and Clark Bridge. Crews will occupy shoulders of the roadway both days with a moving operation. Equipment and employees will be on the shoulders both days and motorists are encouraged to use caution in the area and give crews plenty of room for safety.

Riverlink Transponders Available At Retail Locations

Prepaid transponders available at Speedway locations in KY and IN

June 29, 2017 –  Drivers have another option for purchasing RiverLink transponders. RiverLink starter kits are now available at Speedway locations throughout Kentucky and Indiana. The kit includes a RiverLink prepaid transponder that can be used on the three tolled bridges connecting Louisville and Southern Indiana, a reload card and a RiverLink customer agreement.

The retail kits are sold at all Speedway locations in Indiana and Kentucky, and should be in stock at all 381 stores in the two states. The transponders are sold at 258 Speedway locations in Indiana and 123 locations in Kentucky, including more than two dozen locations in Louisville.  Additional retailers are expected in the future.

Drivers do not need to register their transponder or their car to use the prepaid transponder. They simply need to purchase the kit and activate it at the store register. The RiverLink starter kit can be found with other prepaid cards and gift cards in Speedway stores.

Using a RiverLink Starter Kit

Purchasing and using a RiverLink retail kit is easy:

  1. Load $20 to $500 on the transponder at checkout. There is a one-time $3.00 activation fee.
  2. Place the transponder on the inside of the car windshield, as instructed.
  3. The RiverLink prepaid transponder is ready to use on any of the three Louisville – Southern Indiana Ohio River tolled bridges.
  4. Keep the RiverLink card and use it to reload the prepaid RiverLink transponder at a participating Speedway location. The minimum balance to reload a prepaid transponder is $20. There is a $1.50 reloading fee every time money is added to the transponder.

Money can only be added to a prepaid retail transponder by using the reload card at a participating Speedway location, not a RiverLink customer service center.

A positive account balance is required to pay the lowest toll rates. If the prepaid retail RiverLink transponder reaches a zero balance, drivers will pay higher toll rates, and receive an invoice in the mail.

The tolled bridges are the I-65 Abraham Lincoln Bridge, the I-65 Kennedy Bridge and the SR 265 Lewis and Clark Bridge.

Customers can call 855-RIV-LINK (855-748-5465) to check the balance on the reloadable, prepaid transponder. The transponder number, located on the back of the reload card, is needed. The number is also available on the RiverLink local transponder.

RiverLink local transponders are non-transferable and can’t be moved from vehicle to vehicle. If a driver attempts to remove the transponder from the windshield, the transponder will be destroyed.

Registering a RiverLink Prepaid Transponder

Drivers can choose to register prepaid transponders to eliminate reloading fees and to access additional services.

Registering the transponder allows customers to better manage their RiverLink account. Customers can check account balances and add money to the account online, through the automated phone system or by talking to a customer service representative.

To register a prepaid transponder purchased at a retail location:

  1. Call 855-RIV-LINK (855-748-5465) or visit a RiverLink customer service center.
  2. Provide personal and vehicle information (license number, year, make, model and color) to register the transponder.
  3. Enjoy the full benefits of a RiverLink prepaid account, with no reloading fees, access to auto-replenishment and access to account statements.

RiverLink is all-electronic tolling with no stopping, no slowing, no lines and no coin machines. Toll rates range from $2-$12, depending on the size of the vehicles. Drivers with prepaid accounts and transponders pay the lowest rates.

For drivers without prepaid accounts and transponders, cameras capture an image of the license plate and an invoice is mailed to the registered owner of the vehicle. There’s no need for drivers to take any action until the invoice arrives. Initial invoices are for tolls owed, and do not include additional fees.

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Find more information on RiverLink tolling, including answers to frequently-asked questions, at www.RiverLink.com.

Find more details on the Louisville – Southern Indiana Ohio River Bridges Project at www.kyinbridges.com.

Kentucky: Bridge cleaning

June 19, 2017 – WVB Crews will continue bridge cleaning activities on IN SR 265 from Mile Marker 8.78 to Mile Marker 12.7 and on the Lewis and Clark bridge on KY 841 including the Shared Use Path portion of the bridge. Bridge cleaning will begin at 7:00 p.m. on Monday and conclude each morning by 5:00 a.m. Some areas of the Shared Use Path may be washed during daytime operations between 8:00 a.m. and 4:30 p.m. on June 23.

Kentucky: Bridge cleaning

June 12, 2017 – On June 12  crews will be cleaning the Lewis and Clark Bridge and the Kentucky approach bridge on Kentucky 841 from Mile Marker 37.8 to the Indiana state line. Work will begin Monday night at 7 p.m. in the eastbound passing lane, as work progresses, the eastbound lanes and shoulders will be completed and crews will begin cleaning westbound lanes and shoulders. Work begins at 7 p.m. each evening from Monday through Thursday. Crews will be off the road at 5 a.m. each day. Work is projected to be completed by Friday morning, June 16 at 5:00 am.  ​

Kentucky: Landscape maintenance

June 7, 2017 – WVC will perform landscape maintenance and repair on Friday June 9 and Monday June 12 at westbound mile marker 37.9 of Kentucky 841. The work will be performed from the right shoulder of the westbound lanes. Operations will start at 11:00 a.m. and conclude by 3 p.m.

Personnel and equipment will be present on the inside shoulder of Kentucky 841 therefore motorists are asked to use caution in this area during the maintenance period.

Kentucky: Lighting maintenance

June 4, 2017 – WVB East End Partners will perform roadway lighting maintenance on June 5 at westbound Mile Marker 37.9 of Kentucky 841. The work will be performed on the left shoulder of the westbound lanes. Operations will start at 11:00 a.m. and conclude by 3 p.m. on June 5.

Personnel and equipment will be present on the inside shoulder of Kentucky 841 therefore motorists are asked to use caution in this area during the maintenance period.

HELP AT YOUR FINGERTIPS: AUTOMATED SYSTEM NOW AVAILABLE

Add money to your RiverLink account or pay an invoice by phone 24/7

LOUISVILLE, Ky. (May 26, 2017) –  You can add money to your RiverLink prepaid account or pay your RiverLink invoice by picking up the phone. A new automated system means there’s no need to talk to a customer service representative to check your RiverLink account balance, add money to your prepaid account or pay an invoice. The automated phone system is available 24 hours a day, 7 days a week.

RiverLink account holders can continue to manage their accounts and drivers with invoices can continue to make payments online, www.RiverLink.com. Use the green buttons at the top of the home page.

RiverLink Account Holders

Drivers with RiverLink prepaid accounts can call 855-RIV-LINK to check their account balance, and to add money to their accounts. There’s no need to talk to a customer service representative. Drivers will need their RiverLink account number and their 4-digit PIN number.

If drivers don’t remember their PIN number, it’s available online at www.RiverLink.com. Drivers should click Account Features and Edit Account to highlight and reveal the 4-digit PIN number.

Account holders simply press 1, enter their RiverLink account number and follow voice prompts to add money to their account. Money can be added using a credit card or debit card.

RiverLink Invoices

In addition to the existing online payment option, drivers who receive RiverLink invoices now have the option of paying the invoice through the automated phone system. After calling 855-RIV-LINK, drivers should hit 2 if calling about an invoice. To make a payment, a driver should then hit 1, enter the reference number located on the toll invoice and follow voice prompts.

Payments can be made by credit card or debit card. There’s no need to talk to a customer service representative. Drivers will receive a confirmation number after making a payment.

Violation Notices

The first violation notices will soon be sent to drivers who have outstanding toll invoices. A violation notice is sent after the first and second toll notices have not been paid. Invoices are mailed using the following schedule:

  1. The first RiverLink invoice includes only tolls owed, and no additional fees. Vehicle owners have 30 days to pay the bill.
  2. If the bill is not paid, a second invoice will be mailed that includes a $5 administrative fee. Vehicle owners have 20 days to pay the second notice.
  3. If the second bill is not paid, the vehicle owner is in violation and a $25 violation fee is added to the third invoice. The driver has 30 days to pay the third bill.
  4. If the invoice is still not paid, the bill moves to collections and a $30 collections fee is added to the total amount. In addition to moving to the collections process, vehicle owners in Kentucky and Indiana who do not pay their tolls may face restrictions on vehicle registration until tolls and related fees are paid.

The majority of violation notices are being sent on a delayed schedule, which has allowed more time for drivers to pay first and second notices received. The additional time has also allowed for continued improvements to the customer service call center. Call volume remains high, but additional staff is helping to shorten hold times.

Drivers continue to have the option of leaving a preferred callback number, and a customer service representative will return the call. The callback feature is offered through 3 p.m. each day, to help ensure timely responses. If the return call is missed, the driver must leave his number again to get back in the call queue.

Drivers with violation notices will begin receiving them in early June. The violation notices will be sent on a continuing cycle. Enforcement ensures tolling is fair, and helps to keep rates as low as possible.

Auto-Replenishment

RiverLink is all-electronic tolling, and drivers with prepaid RiverLink accounts and transponders pay the lowest toll rates. It’s not enough to have a RiverLink account. Tolling is prepaid, and drivers must maintain a positive account balance.

If an account reaches a negative balance, the driver will pay a higher toll rate and receive an invoice in the mail. If a driver crosses a tolled bridge with a negative balance, the account will be locked until tolls owed are paid.

Drivers who choose auto-replenishment will always have a positive balance, and will pay the lowest toll rates. When a RiverLink account reaches a low balance, the replenishment amount is automatically added to the account using the payment method on file.

RiverLink account holders can set up auto-replenishment in 3 easy steps:

  1. Log on to the prepaid RiverLink account at www.RiverLink.com.
  2. Click Payments/Manage Payment Methods to add a payment method.
  3. Click Account Features/Edit Account to choose auto-replenishment. Be sure to save changes.

The minimum replenishment amount is $20.00, and the minimum account balance to trigger auto-replenishment is $6.00. Drivers should consider a replenishment amount that matches expected monthly toll usage.

 

RiverLink is all-electronic tolling with no stopping, no slowing, no lines and no coin machines. Toll rates range from $2-$12, depending on the size of the vehicles. Drivers with prepaid accounts and transponders pay the lowest rates.

Drivers can open a prepaid RiverLink account at www.RiverLink.com. New account holders will pay the lowest toll rates, if they’ve established a prepaid account, while they wait for their transponders to arrive.

For drivers without prepaid accounts and transponders, cameras capture an image of the license plate and an invoice is mailed to the registered owner of the vehicle. There’s no need for drivers to take any action until the invoice arrives. Initial invoices are for tolls owed, and do not include any penalties.

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Find more information on RiverLink tolling, including answers to frequently-asked questions, at www.RiverLink.com.

Find more details on the Louisville – Southern Indiana Ohio River Bridges Project at www.kyinbridges.com.

 

Indiana: Highway Lighting Maintenance

May 24, 2017 – On Thursday, May 25, 2017 WVB crews will be performing maintenance to lights on Eastbound SR 265 at Mile Marker 12.7 beginning at 11:00 am. Work will be performed​ from the shoulder. Equipment and employees will be in the area and motorists are encouraged to be observant of their presence. ​​

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