LOS ANGELES, Calif. – Faneuil, Inc. has been awarded the Metro ExpressLanes Customer Service Center (CSC) Operations contract by The Los Angeles County Metropolitan Transportation Authority (LACMTA, or LA Metro) to provide the management and day-to-day customer service operations for their ExpressLanes program.
LACMTA has been building, operating, and maintaining the ExpressLanes to best serve the travelers of Los Angeles and its surrounding areas since 2011. Designed to keep lanes free-flowing, LACMTA continues to expand and actively apply innovative solutions.
Faneuil will provide efficient, courteous and quality service while effectively managing operations for the expanding ExpressLanes. The CSC Operations contract is expected to be 8 years with 6 additional option years at an estimated $169 million value. The contract includes customer service center operations, customer communications and account management, violation processing, FasTrak® transponder management and payment processing for the ExpressLanes – including the I-10 and I-110 corridor, a 25-mile toll network with 21 toll gantries. Faneuil will take over the operation of a customer service center in El Monte, CA, and create a new customer service operations/call center location near Torrance, CA.
“We welcome this opportunity to provide exceptional service to LA Metro and motorists in Southern California who depend on the ExpressLanes transportation network,” said Faneuil’s President and Chief Executive Officer, Anna Van Buren. “We intend to be a responsive, dedicated partner to LA Metro as we apply our many years of experience in electronic tolling environments to enhance customer care operations for the ExpressLanes.”
For more than 25 years, Faneuil (www.faneuil.com) has specialized in designing, implementing managing and operating multichannel customer care and back-office business processing solutions for government and commercial clients operating in complex, highly regulated environments nationwide. Headquartered in Hampton, Va., Faneuil delivers broad support to several diverse industries, including transportation and tolling, health and human services, utilities, state and municipal governments, and commercial/retail services. With an unrelenting focus on creating consistently positive customer experiences, Faneuil’s more than 5,500 customer care professionals are intent on building the brands and reputations of its client partners every day.