A new automated tolling system brought many benefits but also the challenge of toll evasion. Salmat stepped in to help develop an efficient and robust offence notice management solution.
The introduction of the E-Toll system by Queensland Transport and Queensland Motorways Limited (QML) has delivered significant time-savings to local motorists. Vehicles fitted with an E-Toll device can drive through any toll gate lane displaying an E toll symbol without having to stop. Toll payments are automatically deducted from a prepaid account as the vehicle travels through the lane.
One of the challenges of the new system, however, was the issue of toll evasion. An enforcement process was required to stop inappropriate use of E-Toll lanes and to enable those who accidentally use the E-Toll lane without a transponder to be charged a deferred toll.
This enforcement system needed to be cost-effective and extremely robust, with full audit and reporting capabilities. It also needed to facilitate access by multiple external parties, including Queensland Transport, QML and Queensland Police. Additionally, the implementation had to be fast.
As there was no comparable end-to-end solution in place in Australia, Queensland Transport developed the requirements and deliverables for the E-Toll application and requested concept solutions from in-house support and us. The solution presented by us was selected for further development in close partnership with Queensland Transport.
The system employs a combination of imaging, data extraction and statement production.
High-resolution camera surveillance is used to record a colour JPEG image of any offending vehicle. These images are processed to record the vehicle registration number and specifics of the offence (i.e. time, date and location). The processed images are retrieved from their server on a daily basis and placed on our hosted system.
Registered driver details are extracted from the Queensland Transport mainframe system and combined with the registration number and offence details in a standard XML format to generate an offence notice for mailing. This notice includes a full colour image of the vehicle at the time of the offence, plus the associated offence detail, toll payable and an administration fee (see sample overleaf). The new inclusions on this notice have greatly reduced the incidence of dispute.
Recipients of an offence notice are asked to make a payment to Queensland Transport (as collection agent for QML) or else provide a statutory declaration if they believe that the notice has been sent in error. Exception processing takes place if a statutory declaration is received and/or if Queensland Transport or Queensland Motorways elect to waive the deferred toll charge.
The key solution benefits for Queensland Transport include:
An effective deterrent to toll evasion.
Sufficient system capacity and flexibility for future growth and technology developments.
Full audit and reporting capabilities for system transparency.
A cost-effective and efficient system, particularly in terms of staffing.
Fast access to information for customer query resolution.
"The E-Toll system has proven to be the most cost effective tool currently available in Australia for the recovery of evaded tolls. There have been very few prosecutions, as the overwhelming majority of people pay immediately upon receiving letters of demand - an outcome greatly influenced by the photographic evidence on the statement.
"HPA (now Salmat) helped us to implement an extremely successful system within a very limited time frame. It has proven an effective, easy to use and valuable system that enables us to deliver a better service for Queensland motorists."
Mark Pederson, Acting Director Product Management and Accreditation, Queensland Transport
Business Solutions used in this project
