February 11, 2015      8:30 PM
Sparks fly as TxDOT and Xerox face senators angry over TxTag problems
Xerox estimated it mailed out 30,000 bills that could have contained potential errors
Xerox’s inability to grasp the scope of the back office management
of Texas toll roads is a headache that stretches to every toll road operator in
the state and the frustrations were on full display during a Senate
hearing on Wednesday.
Oklahoma has one turnpike authority. Texas has multiple toll
operators through the creation of toll road, turnpike and regional mobility
authorities. All these authorities, however, theoretically share an
interoperable toll tag.
During a Senate Transportation Committee hearing,
Department of Transportation’s top officials offered profuse apologies
for rough start-up of Xerox’s management of TxTag’s back office operations,
which includes the mailing of statements, the maintenance of customer call
centers and the disbursement of toll collections to various toll operators
across the state.
John Barton, the
deputy executive director of TxDOT, acknowledged the
customer service issues currently plaguing TxTag and
pledged to resolve the problem.
“I’ll begin by apologizing to our customers and to the
citizens of this state,” Barton told the committee. “They deserve to be better served
than they have been recently, and we’re making improvements.”
By Kimberly Reeves