NHDOT Case Study: Creating a Seamless Road User Experience For New Hampshire

The Problem

Voted consistently as one of the best places to live in the United States, the 9,349-square-mile state of New Hampshire is a small state with many rural areas. The New Hampshire Department of Transportation (NHDOT) has several tolling plazas with a tolling system that integrates within the state and others nearby, mainly New York, Maine, and Massachusetts. The state receives a great deal of traffic from residents of other states, and at the same time, New Hampshire residents often travel on the toll roads of nearby states.

To ensure a seamless and efficient multi-modal transportation experience for its transit users. NHDOT sought to migrate its legacy system with over 1 million prepaid and post-paid accounts, two separate roadside systems, and requirements to interoperate with 28 other agencies throughout the eastern U.S.

Population

1.3 Million

Roadside Systems

Tolling Network

28 agencies

The Solution

Overview

In 2015, Cubic Transportation Systems was awarded a 5.5-year contract by NHDOT to deliver back office systems that integrate world-class, enterprise-level applications to support electronic tolling, video tolling, and E-ZPass^® Group reciprocity for New Hampshire’s tolling system. The E-ZPass system is the largest U.S. integrated tolling network in existence.

Current Status

The E-ZPass System progressively launched starting in March 2017 with the transition of its E-ZPass back office and customer service system from a legacy operator to Cubic Transportation Systems and its partners. This transition is followed by approximately 4.5 years of additional operations and maintenance.

The E-ZPass System launched successfully on time against an aggressive hard deadline with significant data migration accessibility challenges. To initially stand up the system, Cubic Transportation Systems validated system capability to handle the necessary transactions and interoperability requirements. Cubic also performed a data migration of the initial 400,000 accounts and all the image data for both customers and violators.

Although run by one agency, the system is complex as it must interoperate with 28 other agencies throughout the eastern U.S., including Maine and New York. This allows for high levels of travel into the state by out-of-state residents and vice versa, as well as addressing financial apportionment and reconciliation for all these agencies for their drivers against NHDOT roads.

Services Delivered

Business Support Services

Customer Contact
Sales Channel Management
Violations Management Services
Service Desk

Financial Services

Revenue Management
Accounting Services

IT Operations Services

Hosting
System Operations
Security Management
Business Continuity/Disaster Recovery
Software Management
Mobile application for NHDOT customer account management

The Benefits

Improved flexibility for drivers with NHDOT accounts to pay their toll within seven days to avoid fees or fines
Optimal self-service capabilities for NHDOT customers with Interactive Voice Response (IVR) and Automatic Call Distribution (ACD)
A vendor-agnostic revenue management system capable of integrating with NHDOT CRM tools
Successful integration with existing third-party NHDOT vendors, including transponder suppliers, DMVs, cash/check service providers, notification service providers, retailer networks, and general ledger systems

Project Statistics

532,000

Active EZ-Pass Accounts

100 Million

Avg. Annual Tolling Transactions

Interoperable Agencies

50,000

Avg. Monthly Service Calls

7,000

Avg. Monthly Service Walk-Ins

18 Million

Annual Image Reviews

85,000

Annual Managed Cases

1.1 Million

Address Lookups

The Results

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