Golden Gate Bridge payment processing backlog

By Ellen Huet : sfchronicle – excerpt

The Golden Gate Bridge’s new electronic toll system has been tripped up by an old-fashioned snafu that slapped about 400 drivers with late fees even though they paid on time…
Processing delay
Between March 27 and the end of May, 392,000 invoices were mailed out. While most of the returned payments were processed, Currie said, about 400 were affected by the delay.
And so, several weeks after the smooth introduction of the toll system, drivers began complaining – online or over the phone – about undeserved late fees…
That led to another problem: the bridge’s website was overwhelmed and out of service for four to five days last week, and there were not enough customer service representatives to handle phone calls….
Anyone who received a late fee notice in error should call (877) 229-8655 between 8:30 a.m. and 5:30 p.m. Monday through Friday or 9 a.m. to 1 p.m. Saturday – though Mondays are the busiest day.
What’s not working
Issue:
The Golden Gate Bridge’s new electronic toll system was overwhelmed by the volume of mail from people who had been billed and mistakenly sent out notices for late fees to drivers who had already paid.
What’s been done: Ten workers were hired to handle the backlog, and envelopes are being redesigned to look less like junk mail.
Who’s responsible: Steve Heminger, executive director of Metropolitan Transportation Commission, Denis Mulligan, Golden Gate Bridge general manager. bridgecomments@goldengate.org(more)

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