5-08. Attachment G - UDOT BOS I-15 Express Lanes Historical Data.pdf

This is a historical data attachment to the Utah Department of Transportation (UDOT) Request for Proposals for Toll Back Office System and Customer Service Center Support. The document presents operational metrics for the I-15 Express Lanes facility spanning from July 2024 through June 2025, with comparative data for fiscal years 2023 and 2024. Key performance indicators tracked include total accounts, active accounts, accounts with negative balances, average daily trips and transactions (separated by weekday and weekend usage), call volumes (both inbound and outbound), and transponder counts. The data demonstrates operational scale and customer engagement patterns essential for understanding the scope of back office system and customer service requirements, with total accounts ranging from approximately 19,273 to 20,237 during the tracked period and average daily weekday transactions ranging from 10,354 to 13,463 transactions.

The dataset reveals significant operational trends relevant to system performance assessment. Active accounts fluctuated between 11,092 and 13,059 during the period, while average daily weekday trips ranged from 4,960 to 6,300. A notable administrative change is documented in May 2025, when a new post-account cleanup process reduced accounts with negative balances from 7,787 to 366, indicating process improvements implemented during the performance tracking window. Transponder counts increased from 28,525 to 30,241, suggesting growing customer adoption of the tolling system. Weekend usage remained consistent but lower than weekday traffic, with average daily weekend trips ranging from 862 to 1,093 and transactions from 1,789 to 2,235. This historical data provides the baseline metrics and operational context necessary for prospective vendors to understand the existing I-15 Express Lanes customer service and toll management environment.