AUSTIN (KXAN) — Callers are waiting longer and drivers are getting more invoices from a regional mobility authority because of the problems with TxTag.
“It’s frustrating for our customers and we’re not satisfied with the call wait time or the delay in the invoices either. And so we’re doing everything to facilitate and expedite (the solution to) those problems,” said Rick L’Amie Central Texas Regional Mobility Authority.
L’Amie says before the issues at TxTag, the Central Texas Regional Mobility Authority sent out about 7,000 invoices per month. Since then, that number has jumped to 25,000 to 30,000 invoices. Call times have also gone up from about five minutes or less to an hour, in some cases.
“So what happens is when you send out more invoices it increases the call volume,” said L’Amie.
Continuing Coverage: TxTag Issues
The Central Texas Regional Mobility Authority operates the 183A toll road and Manor Expressway (290 Toll). If you drive on those roads and have a TxTag you will likely never hear from the mobility authority unless there’s a problem. Drivers may not realize this distinction between CTRMA and TxDOT. That confusion leaves some customers on hold with TxDOT, only to find out they’re about to spend more time on hold someplace else.
“We’ve agreed to co-locate staff members in each of our offices. There are two separate offices for TxTag and for our call center,” said L’Amie.
The mobility authority has already started that process at TxDOT and continues to work with the state. CTRMA is waiving fines caused by the TxTag issues.
The authority plans to let callers bypass wait times in the next couple weeks when transferring between its center and TxDOT’s center.