operations dashboard 2021 e-470 public highway …
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OPERATIONS DASHBOARD2021 E-470 PUBLIC HIGHWAY AUTHORITY
Quarterly Operations Dashboard ReportFirst Quarter
TABLE OF CONTENTS Contact Center
• Total Calls, total emails and call drivers Advanced Account Advisors
• Total calls and transponder fulfillment Image Processing
• Total images processed Traffic Management Center
• Total assists Colorado State Patrol
• YTD Summary Marketing and Communications
• Total new accounts and promo accounts with revenue• Quarterly creative screenshots (paid ads and newsletters)
Email Campaign Results • Updates on monthly customer email campaigns
Social media stats • Total impressions and engagements
Public Relations• News releases, media coverage and traffic advisories
DMV Lookups• Paid lookups from DMV vendors
Printed Mailings Print and Postage Cost
CONTACT CENTER - VOLUME
CSAT very strong for Q1 at 98.9%
NPS remains strong at 78.19%
-
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
JAN FEB MAR
Num
ber o
f Inb
ound
Cal
ls
2020 2021
Total Q1 2020: 191,059Total Q1 2021: 192,458
Increase over 2020: 0.7%
CALL CENTER - EMAILS
Email continues to trend higher overall We received 20,380 emails in Q1
5898
4485 46
61
6126
5609
5336
6761
6212
6173
6843
6524 70
13
JA N F EB MA R
EMAILS MONTHLY2018 2019 2020 2021
CALL CENTER – CALL DRIVERS44
.74%
17.5
5%
16.7
9%
12.9
2%
6.98
%
0.71
%
0.18
%
0.14
%
45.3
2%
16.4
5%
15.6
6%
13.4
0%
8.07
%
0.73
%
0.24
%
0.13
%
44.5
8%
17.1
9%
13.9
7%
13.5
6%
9.43
%
0.89
%
0.25
%
0.12
%
A CCO UNT UPD A TES
BILL ING Q UES TIO NS O R D IS PUTE
D IS PO S IT IO NS
PA YMENT REGIS TRA TIO N HO LD
MIS REA D PLA TE
O NLINE PORTA L
C-470 INQ UIRIES
MIS S ING A D D RES S A PT
O R UNIT NUMBER
WRAP-UP DATAJan-21 Feb-21 Mar-21
Call trends remain mostly consistent Misread Plate continues to be slightly higher than 2020
ADVANCED ACCOUNT ADVISORS
21,063 calls in Q1 Added a Spanish IVR queue Repeat calls due to Lightico and Secure IVR issues
3096
3307 37
13
5192
4905
5107
1029
5
9302
7626
6361
6189
8513
JA N F EB MA R
AAA CALL VOLUME2018 2019 2020 2021
ADVANCED ACCOUNT ADVISORS
98,924 transponders filled in Q1 Transponder fulfillment continues to be lower than years past, but jumped up in
March Walk-in Customer Service closed
4783
0
3938
7 4358
8
4685
9
4231
2
4176
14694
4
4024
3
3672
7
3146
0
2968
3
3778
1
JA NUA RY F EBRUA RY MA RCH
TOTAL TRANSPONDERS FILLED2018 2019 2020 2021
IMAGE PROCESSING
-
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
4,000,000
4,500,000
JAN FEB MAR
Num
ber o
f Im
ages
Pro
cess
ed
2020 2021
Total Q1 2020: 10,796,715Total Q1 2021: 12,306,763Increase over 2020: 14%
TRAFFIC MANAGEMENT CENTER
Began cross training two RA drivers in the TMC to provide backfill
Secured vaccination appointments for multiple employees in the TMC and RA groups
Continued building relationships via virtual Metro TIM Team Meetings
Successful support of March Snowstorm
0
200
400
600
800
1,000
1,200
1,400
JAN FEB MAR
Num
ber o
f Ass
ists
* Note: A customer assist includes contacts for Flat Tires, Fuel, Fluid, Phone, Mechanical, Jumps, Directions, Other, Tows, No Assist, and Accidents
2020 2021
Total Q1 2020: 3,292Total Q1 2021: 3,222
Decrease over 2020: -2.1%
COLORADO STATE PATROL
1425
224
34
1055
247
032
V EHICLES CO NTA CTED
TRA F F IC O RA L WA RNINGS
WRITTEN WA RNINGS
CITA TIO NS IS S UED
A RRES TS
INJURY A CCID ENTS
F A TA L A CCID ENTS
PRO PERTY D A MA GE A CCID ENTS
YEAR-TO-DATE SUMMARY
Arrests include 6 DUI/DUID, 9 misdemeanors, and 9 felony 5,646 total Trooper hours in Q1
MARKETING & COMMUNICATIONS
• Marketing Spend / New Promo Account = YTD Budget / Promo Accounts• Revenue / New Account = YTD Revenue / Promo Accounts• Net Income / New Account = (Revenue / New Account) – (Mktg. Spend /
New Promo Account)• Net Income = YTD Revenue – YTD Budget• ROI = Net Income / YTD Budget
YTD Marketing and Communications Analytics –
March 2021YTD Budget YTD Revenue Promo Accounts
$72,085.08 $74,746.02 2,690
Mktg. Spend/New Promo Account
Revenue / NewAccount
Net Income / New Account Net Income ROI
$26.80 $27.79 $0.99 $2,660.94 4%
MARKETING & COMMUNICATIONSExpressToll Accounts Opened By Type
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
Acco
unts
Jan-21 Feb-21 Mar-21Retail (3%) 201 164 235CSR (36%) 2,440 2,435 3,041Web (61%) 4,150 4,093 5,278
MARKETING & COMMUNICATIONS
893 808994
6,7276,586
8,469$7,395.80
$5,096.50
$9,477.48
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
10000
January February March
Monthly New Accounts and Revenue Generated
Promo New Accounts Total New Accounts Promo New Account Revenue
• The number of promo new accounts opened was trending with overall new accounts opened throughout Q1
MARKETING & COMMUNICATIONS
229
206
278
122
222
146
241
110
172
182
275
170
0 50 100 150 200 250 300
Paid Advertising
Email Marketing
LPT Inserts
CSR Promo
Monthly New Account Generation in Top Four Promotional Categories
January February March
CSR Promo: A promo code used by Customer Service Representatives to open accounts while helping customers.
LPT Inserts: An ExpressToll advertisement included in statements sent to License Plate Toll customers.
Paid Advertising: Accounts opened via paid efforts with radio, print and digital marketing partners including Audacy, Fruition, iHeart Media, Colorado Public Radio, Denver International Airport and ColoradoBiz Magazine.
MARKETING & COMMUNICATIONS
Q1 Advertising Outlets:• DEN Airport Signage• Entercom Radio• ColoradoBiz• Colorado Public Radio
EMAIL MARKETING - OVERVIEW
• Action Rate: Percentage of customers in the category who corrected their account.
46.1%
39.6%
38.4%
40.8%
31.9%
17.8%
25.1%
35.3%
67.1%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%
Negative Balance
Update Credit Card
Transponder Status
Q1 Transactional Email Campaign Success
Avg. Monthly Action Rate Avg. Monthly Click Rate Avg. Monthly Open Rate
EMAIL MARKETING - OVERVIEW
6,516
1,133
59.4%
46.8%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
-
1,000
2,000
3,000
4,000
5,000
6,000
7,000
Welcome to ExpressToll Remedy Deactivated Account
Q1 New and Closed Account Email Success
Avg. # Emails Sent/Month Avg. Monthly Open Rate
EMAIL MARKETING – NEGATIVE BALANCE
$141,132 $101,780 $96,922
28.6%
22.5%24.3%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
$-
$20,000
$40,000
$60,000
$80,000
$100,000
$120,000
$140,000
$160,000
January February March
Q1 Negative Balance Campaign Action
Payment Amt./Month Payment Rate
SOCIAL MEDIAActive Social Media Channels:• E-470 Facebook – 20,439 followers• E-470 Twitter – 2,997 followers • E-470 Instagram – 756 followers• E-470 Road Updates Twitter – 1,225 followers • ExpressToll Facebook – 4,505 followers
167,445
67,884
9,963
97,954
2,782
E-470 Facebook
E-470 Twitter
E-470 Instagram
E-470 Road Updates Twitter
ExpressToll Facebook
- 50,000 100,000 150,000 200,000
Impressions
Impressions
10,638
1,420 594 1,265
308 -
2,000
4,000
6,000
8,000
10,000
12,000
Engagement
Engagement: The number of comments, likes, shares and clicks on our content.
Impressions: The number of times our content is displayed.
PUBLIC RELATIONS
Traffic AdvisoriesNo Traffic Advisories in Q1
Press Releases January 28 – Road Widening
Project Completion• Picked up by 9NEWS
March 8 – Opening of the High Plains Trail
• Picked up by regional news outlets including: CBS4, 9NEWS, I-70 Scout and Eastern Colorado News
PUBLIC RELATIONS
Media Coverage159 media mentions across broadcast, social and print
Spike in Coverage on• High Plains Trail • ROADIS• Snowstorm-abandoned
vehicles
Notable Mentions• Misread license plate issue• Future construction/road
widening
0 5 10 15
The Denver Post
CBS Denver
Denver Gazette
Aurora Sentinel
Fox 31 KDVR
Colorado Politics
Top Sources
Number of mentions
DMV LOOKUPS32
1,76
7
151,
760
174,
627
648,
154
$115
,776
$108
,063
$119
,415
$343
,254
J A N F E B M A R T O T A L Y T D
Total Lookups Total Cost
*Represents paid lookups from Penn Credit, LES/Duncan Solutions, Nebraska and Wyoming
PRINTED MAILINGS
0
50000
100000
150000
200000
250000
300000
350000
400000
450000
500000
550000
600000
650000
700000
CSC LPT CSC LPT CSC LPTJAN FEB MAR
REG HOLD 9,612 8,660 5,475HOFO 128,074 126,422 172,941COLLECTION 127,607 111,453 114,548LPT PRINT 388,849 238,533 313,383CTOL 1,429 1,281 1,965STATEMENTS 87,584 80,872 96,461INVOICES 2,224 1,908 2,286LETTERS 45,834 39,807 44,514
PRINT & POSTAGE COST
$0
$50,000
$100,000
$150,000
$200,000
$250,000
$300,000
$350,000
$400,000
CSC LPT CSC LPT CSC LPT
JAN FEB MAR
PRINT POSTAGE
CONTACT INFORMATION
Jessica Carson | E-470 Operations Director• 303-877-7334• [email protected]
Bruce Emberley | E-470 Operations Manager• 303-815-9367• [email protected]
Tim Stewart | E-470 Executive Director• 303-537-3745• [email protected]
E-470.com | ExpressToll.com