CaseStudies

Situation

A large U.S. tolling and transportation organization (Prime contractor) needed additional resources to build and scale its internal technology team’s capacity to monitor its toll collection network. Shortly afterward, they also needed to build support for the NYC Central Business District Congestion Pricing initiative. Staffing support included professional resources for 24/7 back-office operations, as well as system administration, software maintenance, warehouse inventory management, and tag distribution. Part of the contract also required support from a women business enterprise (WBE) and small business enterprise (SBE).

Solution

Adaptation recruited and hired multiple back-office staff functions within the Maintenance Monitoring Center across all shifts. It was critical to meet the client’s budget and timing requirements without interruption. Our team monitors toll plazas’ associated operating hardware and software to ensure operations are running at optimal levels and that the revenue expected is being properly collected. We identify and alert roadside staff of any equipment issues so they can resolve them in the field.  We also use daily transaction reports and system indicators to review proprietary operational software to identify abnormalities and equipment issues that need attention. Our teams understand system details and functions of the software and document software abnormalities and equipment issues via help desk (incident) tickets. They coordinate with field teams and system engineers to track issues through resolution. As a New York City Certified WBE and SBE, Adaptation provided the technical staff resources to meet the staff expansion requests, while also helping to satisfy diversity requirements.

Impact

Adaptation continues to support the NYC Bridges & Tunnels (TBTA) and the NYC Central Business District Congestion Pricing initiative with its Maintenance Monitoring Center staff. We respond quickly to new requests and ensure that we are fully staffed to meet the demands of NYC’s tolling initiatives. In addition, Adaptation not only hires qualified candidates but also uses our customized training program to prepare new staff and ensure that operations maintain a consistent level of service. It is our shared goal with this prime contractor to optimize the use of tolling technology and maximize the tolling revenue for TBTA.