Conduent has won the tender for creating and running a tolling customer contact centre for a key stretch of road in Rotterdam, Netherlands.
The 4km-long A24/Blankenburg is a free-flow six-lane toll motorway that connects the A15 motorway at Rozenburg and A20 motorway at Vlaardingen.
When it opens later this year, there will be automatic detection of each vehicle without it stopping or even slowing down, to assign the toll due.
Netherlands Vehicle Authority (RDW), which awarded the contract, says RDW’s motorway toll collection division will use its own staff plus Conduent's team and technology to carry out the work.
Conduent will handle telephone calls and answer emails in Dutch, English and German – and will also take on some of the administrative work, said Zeger Baelde, RDW’s operations director. “We believe it is important that our customers will be helped well with their questions about toll collection. Together with Conduent, we want to make customer service as good as possible.”
Wouter Widdershoven, country leader at Conduent Netherlands, says the company is “well positioned” to meet RDW’s needs: “Conduent is focused on delivering exceptional customer contact center services for clients throughout Europe.”
On-site work on A24/Blankenburg began in September 2018 at an estimated cost of $1.1 billion. The project has involved construction of a 950m-long immersed tunnel below the Scheur River, a 550m-long land tunnel, two junctions and a railway underpass.
