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NTTA reports revenue ahead of budget, transactions down; call center affected by service transition
Summary
NTTA's finance and operations briefing showed revenue ahead of budget for the year-to-date period, lower-than-projected transaction counts, higher transponder penetration and ongoing call center performance issues tied to a service transition and holiday surges.
Chief Financial Officer Horatio Porter told the board NTTA's revenue is ahead of budget through the first part of the year, and expenses for the month were below budget. Porter said the authority remains focused on coverage ratios and liquidity; the stated cash target for the year is $333,000,000.
From an operations standpoint, Jeff Daley reported 81.7 million transactions in April, about a half-million below projection for that month and roughly 3 million transactions behind projections year to date. Daley and Porter said revenue remains strong despite lower transaction counts because of improved collections.
Transponder penetration for the system was reported at 81.3% (up about 0.7 percentage point year over year). For managed lanes processed under tolling services agreements (TSAs), staff reported transponder penetration of 76.4% (up about 0.9 percentage point year over year). Collection performance was reported at about 83.8% over 12 months and roughly 89.1% over 24 months.
Call center service levels were 95.4% in April but fell to 86% in May, staff said, citing a post-holiday surge in call volumes, smishing-related call spikes and a transition to a new call-center support service. Staff described the response as "all hands on deck" and said the authority is targeting a full return to expected service levels after the new services go live July 1.
On infrastructure metrics, staff reported the maintenance rating program exceeded its goal for the month, while roadside safety services (RSS) missed the clearance-time goal, averaging roughly 19.5 minutes to assist nearly 2,800 customers. Staff also reported average accident clearance time of just under 49 minutes for 532 crashes in the reported month; wet weather was cited as a factor in the increased incidents.
Staffing figures discussed at the meeting showed an organization headcount of 793 with overall vacancies trending down to about 70. The safety operations center (SOC) had six vacancies and RSS had three; staff said they are actively recruiting and expect additional hires in coming weeks. Maintenance hiring showed a net gain of about five employees in the most recent month.
The board did not take action on the monthly metrics; an executive session was scheduled at the end of the public meeting to consult with attorneys about security devices, cybersecurity, IT governance, legislative matters and internal audit.
