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OPERATIONS DASHBOARD2021 E-470 PUBLIC HIGHWAY AUTHORITYQuarterly Operations Dashboard ReportSecond Quarter
TABLE OF CONTENTS Contact Center
• Total Calls, total emails and call drivers Advanced Account Advisors
• Total calls and transponder fulfillment Image Processing
• Total images processed Traffic Management Center
• Total assists Colorado State Patrol
• YTD Summary Marketing and Communications
• Total new accounts and promo accounts with revenue• Quarterly creative screenshots (paid ads and newsletters)
Email Campaign Results • Updates on monthly customer email campaigns
Social media stats • Total impressions and engagements
Media Relations• News releases, media coverage and traffic advisories
DMV Lookups• Paid lookups from DMV vendors
Printed Mailings Print and Postage Cost
CONTACT CENTER - VOLUME
CSAT very strong for Q2 at 98.9% NPS remains strong at 80.34%
-
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
90,000
JAN FEB MAR APR MAY JUN
Num
ber o
f Inb
ound
Cal
ls
2020 2021
Total Q2 2020: 175,308Total Q2 2021: 194,027
Increase over 2020: 10.7%
CALL CENTER - EMAILS
Email continues to trend higher overall We received 21,111 emails in Q2
6,12
6
5,60
9
5,33
6 5,78
9
6,08
2
6,06
56,76
1
6,21
2
6,17
3
7,05
8
6,67
9
6,81
3
6,84
3
6,52
4 7,01
3
7,23
2
6,68
4 7,19
5
JA N F EB MA R A PRIL MA Y JUNE
EMAILS MONTHLY2019 2020 2021
CALL CENTER – CALL DRIVERS47
.64%
2.84
%
14.8
9%
9.27
%
11.7
2%
8.79
%
0.94
%
0.24
%
40.7
4%
15.0
4%
14.6
7%
14.5
9%
9.49
%
4.43
%
0.82
%
0.10
%
39.5
8%
17.5
2%
14.4
9%
14.0
6%
8.34
%
4.81
%
0.96
%
0.12
%
A CCO UNT UPD A TES TRA NS F ER TO S ECURE IV R
BILL ING Q UES TIO NS O R
D IS PUTE D IS PO S IT IO NS
PA YMENT REGIS TRA TIO N HO LD
MIS REA D PLA TE O NLINE PO RTA L C-470 INQ UIRIES
WRAP-UP DATAApr-21 May-21 Jun-21
Call trends remain mostly consistent Added Transfer to Secure IVR in April Misread Plate continues to be slightly higher than 2020
ADVANCED ACCOUNT ADVISORS
20,826 calls in Q2
5,19
2
4,90
5
5,10
7
4,97
9
5,44
5
7,72
6
10,2
95
9,30
2
7,62
6
6,77
7
8,10
1
9,93
0
6,36
1
6,18
9
8,51
3
7,83
4
5,82
7
7,13
7
JA N F EB MA R A PRIL MA Y JUNE
AAA CALL VOLUME2019 2020 2021
ADVANCED ACCOUNT ADVISORS
123,891 transponders filled in Q2 Transponder fulfillment continues to be lower than years past, but
coming back from 2020 Walk-up Customer Service Center opened in June
46,8
59
42,3
12
41,7
61 47,4
00
48,8
05 51,8
82
46,9
44
40,2
43
36,7
27
24,4
10
26,8
54 32,0
83
31,4
60
29,6
83
37,7
81
38,9
96
38,1
39
46,7
56
JA NUA RY F EBRUA RY MA RCH A PRIL MA Y JUNE
TOTAL TRANSPONDERS FILLED2019 2020 2021
IMAGE PROCESSING
-
1,000,000
2,000,000
3,000,000
4,000,000
5,000,000
6,000,000
7,000,000
JAN FEB MAR APR MAY JUN
Num
ber o
f Im
ages
Pro
cess
ed
2020 2021
Total Q2 2020: 8,916,923Total Q2 2021: 11,855,159Increase over 2020: 33%
TRAFFIC MANAGEMENT CENTER
Significant increase in Mystery Driver Surveys from May (69) to June (286)
RA refresher training at TIM track initiated
Hired FT TMC Operator
Resumed use of iPads for customer surveys
0
200
400
600
800
1,000
1,200
1,400
1,600
1,800
JAN FEB MAR APR MAY JUN
Num
ber o
f Ass
ists
* Note: A customer assist includes contacts for Flat Tires, Fuel, Fluid, Phone, Mechanical, Jumps, Directions, Other, Tows, No Assist, and Accidents
2020 2021
Total Q2 2020: 2,368Total Q2 2021: 3,931
Increase over 2020: 66%
COLORADO STATE PATROL
2,68
3
417
65
2,09
5
449
154
V EHICLES CO NTA CTED
TRA F F IC O RA L WA RNINGS
WRITTEN WA RNINGS
CITA TIO NS IS S UED
A RRES TS
INJURY A CCID ENTS
F A TA L A CCID ENTS
PRO PERTY D A MA GE A CCID ENTS
YEAR-TO-DATE SUMMARY Arrests include 13 DUI/DUID,
20 misdemeanors, and 11 felonies
12,709 total Trooper hours
MARKETING & COMMUNICATIONS
Marketing Spend / New Promo Account = YTD Budget / Promo Accounts Revenue / New Account = YTD Revenue / Promo Accounts Net Income / New Account = (Revenue / New Account) – (Mktg. Spend /
New Promo Account) Net Income = YTD Revenue – YTD Budget ROI = Net Income / YTD Budget
YTD Marketing and Communications Analytics – 2021 YTD Budget YTD Revenue Promo Accounts
$195,380.00 $242,285.00 6,000
Mktg. Spend/New PromoAccount Revenue / New Account Net Income / New
Account Net Income ROI
$32.56 $40.38 $7.82 $46,905.00 24%
MARKETING & COMMUNICATIONSExpressToll Accounts Opened By Type
0
2,000
4,000
6,000
8,000
10,000
12,000
Acco
unts
Jan-21 Feb-21 Mar-21 Apr-21 May-21 Jun-21Retail (3%) 201 164 235 180 199 291CSR (36%) 2,440 2,435 3,041 2,814 2,300 3,199Web (61%) 4,150 4,093 5,278 5,655 5,701 7,205
MARKETING & COMMUNICATIONS
893 808 994 1015 995 1273
6,727 6,586
8,469 8,5668,135
10,587
$7,395.80
$5,096.50
$9,477.48
$7,850.35 $8,413.60
$13,348.80
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
10000
11000
12000
13000
14000
15000
January February March April May June
Monthly New Accounts and Revenue Generated
Promo New Accounts Total New Accounts Promo New Account Revenue
The number of promo new accounts opened was trending with overall new accounts opened throughout Q2
MARKETING & COMMUNICATIONS
485
175
363
73
414
135
238
77
353
154
278
86
229
206
278
122
222
146
241
110
172
182
275
170
0 100 200 300 400 500 600
Paid Advertising
Email Marketing
LPT Inserts
CSR Promo
Monthly New Account Generation in Top Four Promotional Categories
January February March April May June
CSR Promo: A promo code used by Customer Service Representatives to open accounts while helping customers.
LPT Inserts: An ExpressToll advertisement included in statements sent to License Plate Toll customers.
Paid Advertising: Accounts opened via paid efforts with radio, print and digital marketing partners including Audacy, Fruition, iHeart Media, Colorado Public Radio, Denver International Airport and ColoradoBiz Magazine.
MARKETING & COMMUNICATIONS Q2 Advertising Outlets:
• DEN Airport Signage• Entercom Radio• ColoradoBiz• Colorado Public Radio
EMAIL MARKETING - OVERVIEW
Action Rate: Percentage of customers in the category who corrected their account.
45.7%
39.6%
39.2%
41.2%
27.6%
17.7%
35.9%
39.1%
66.4%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0%
Negative Balance
Update Credit Card
Transponder Status
Q2 Transactional Email Campaign Success
Avg. Monthly Action Rate Avg. Monthly Click Rate Avg. Monthly Open Rate
EMAIL MARKETING - OVERVIEW
5,342
1,185
56.6%
47.2%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
-
1,000
2,000
3,000
4,000
5,000
6,000
Welcome to ExpressToll Remedy Deactivated Account
Q2 New and Closed Account Email Success
Avg. # Emails Sent/Month Avg. Monthly Open Rate
EMAIL MARKETING – NEGATIVE BALANCE
$141,132 $101,780 $96,922 $124,053.00 $245,590.29 $208,901.07
28.6%
22.5% 24.3%
26.8%
41.8%
39.1%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
$-
$50,000
$100,000
$150,000
$200,000
$250,000
$300,000
January February March April May June
Q2 Negative Balance Campaign Action
Payment Amt./Month Payment Rate
SOCIAL MEDIAActive Social Media Channels: E-470 Facebook – 20,061 followers E-470 Twitter – 3,006 followers E-470 Instagram – 779 followers E-470 Road Updates Twitter – 1,329 followers ExpressToll Facebook – 4,440 followers
65,479
42,100
6,661
84,253
9,094
E-470 Facebook
E-470 Twitter
E-470 Instagram
E-470 Road Updates Twitter
ExpressToll Facebook
- 20,000 40,000 60,000 80,000
Impressions
Impressions
454
104
542
231
63
-
100
200
300
400
500
600
E-470Facebook
E-470 Twitter E-470Instagram
E-470 RoadUpdatesTwitter
ExpressTollFacebook
Engagement
Engagement: The number of comments, likes, shares and clicks on our content.
Impressions: The number of times our content is displayed.
MEDIA RELATIONS
Press Releases
June 29 – 30th Anniversary & Toll Giveaway• Picked up by Denver7, Fox31, CBS4
and Aurora TV• Total of 194,515 viewers
MEDIA RELATIONS
Media Coverage151 media mentions across broadcast, social and print
Spike in Coverage on ROADIS 30th Anniversary Toll Credit
Giveaway Economic development along E-
470
Notable Mentions Upcoming sponsorships Future construction/road widening 0 2 4 6 8 10
The Denver Post
Denver Gazette
Aurora Sentinel
Mile High CRE
Colorado Politics
9News
Top Sources
Number of mentions
DMV LOOKUPS32
1,76
7
151,
760
174,
627
103,
046
136,
340
190,
942
1,07
8,48
2
$115
,776
$108
,063
$119
,415
$88,
223.
20
$116
,058
.00
$164
,872
.00
$712
,407
J A N F E B M A R A P R I L M A Y J U N E T O T A L Y T D
Total Lookups Total Cost
*Represents paid lookups from Penn Credit, LES/Duncan Solutions, Nebraska and Wyoming
PRINTED MAILINGS
0
50000
100000
150000
200000
250000
300000
350000
400000
450000
500000
550000
600000
650000
700000
CSC LPT CSC LPT CSC LPT CSC LPT CSC LPT CSC LPTJAN FEB MAR APR MAY JUN
REG HOLD 9,612 8,660 5,475 4088 5,738 38,069HOFO 128,074 126,422 172,941 150624 160,734 170,536COLLECTION 127,607 111,453 114,548 112424 106,285 110,866LPT PRINT 388,849 238,533 313,383 261345 290,174 337,659CTOL 1,429 1,281 1,965 1480 1,718 2,380STATEMENTS 87,584 80,872 96,461 87494 92,965 89,234INVOICES 2,224 1,908 2,286 2318 2,459 2,504LETTERS 45,834 39,807 44,514 47414 49,022 48,917
PRINT & POSTAGE COST
$0
$50,000
$100,000
$150,000
$200,000
$250,000
$300,000
$350,000
$400,000
$450,000
CSC LPT CSC LPT CSC LPT CSC LPT CSC LPT CSC LPT
JAN FEB MAR APR MAY JUN
PRINT POSTAGE
CONTACT INFORMATION
• Jessica Carson | E-470 Operations Director• 303-877-7334• [email protected]
• Bruce Emberley | E-470 Operations Manager• 303-815-9367• [email protected]
• Tim Stewart | E-470 Executive Director• 303-537-3745• [email protected]
E-470.com | ExpressToll.com
