February 3, 2020

Cofiroute USA selected for the back office system and customer service operations on the 91 Express Lanes, California

  • A 7-year, +65M€ contract
  • New back office system and customer operations will serve +37M trips / year
  • A long-term positive relationship with local transportation authorities

Cofiroute USA, a subsidiary of VINCI Highways (VINCI Concessions), was selected by Orange County Transportation Authority (OCTA) and Riverside County Transportation Commission (RCTC) after a competitive bid to provide Back Office System and Customer Service Center Operations services on the 91 Express Lanes, a 18 miles highway corridor between the cities of Anaheim and Corona, USA. The 7-year contract has a total value of 72.9 million USD (66 million Euros).

The contract signed on January 28th, 2020 covers an extensive scope of services including implementing and operating a state-of-the-art back office system to manage transactions, provided by TollPlus which was acquired in part by VINCI Highways in 2016, and a full end-to-end customer service center operation. New features will deliver technical innovation, facilitate management decisions, drive operational improvements and provide an elevated customer service experience for more than 150,000 accounts and over 37 million trips per year.

Cofiroute USA has been providing services since 1995 on the 91 Express Lanes, one of the world’s first fully automated free flow toll facilities, and proved its ability to adapt to the evolving customers’ needs and technological progress over the years with innovations in 2011 that leveraged advanced technologies to deliver efficient operations, improve revenue collection and provide high quality customer experience. In 2017, Cofiroute USA seamlessly integrated an additional 8 miles of the 91 Express Lanes, providing passengers with 18 total miles of congestion relief.

Nicolas Notebaert, CEO of VINCI Concessions and President of VINCI Highways, commented: “reliability, performance and innovation are key factors into VINCI Highways’ capacity to deliver excellent road services and constantly adapt to evolving customer needs. This agile approach is key to sustain our growing momentum in mobility solutions, notably in the United States, where we are present in California and Texas, or Europe (M50 in Dublin, Republic of Ireland).. This is the third project in less than two years where we are entrusted to implement and manage full solutions, building on our expertise in program management, operations and back-office technology.” 

Gary Hausdorfer, CEO and President of Cofiroute USA, stated that “Cofiroute USA is very proud to continue our partnership with OCTA and RCTC. Our goal is to assist these two dynamic agencies in providing congestion relief to thousands of commuters every day.”