Taiwan's ETC Wins International Award for Customer Service & Marketing Outreach

Taiwan's ETC Wins International Award for Customer Service & Marketing Outreach
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The Taiwan Highway Electronic Toll Collection System has won the award for Customer Service & Marketing Outreach of IBTTA with its near-perfect accuracy rate of traffic volume and success rate of collecting fees. The system beat other participating countries in Europe and America and was awarded what is known as "the Oscar of the toll collection industry."

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At the annual meeting of the International Bridge, Tunnel and Turnpike Association (IBTTA) in Dublin, Ireland, the Taiwan Highway Electronic Toll Collection System won the award for Customer Service & Marketing Outreach with its near-perfect accuracy rate of traffic volume and success rate of collecting fees. The system beat other participating countries in Europe and America and was awarded what is known as “the Oscar of the toll collection industry."

UDN reports, when President of IBTTA Javier Rodriguez announced on August 31 that Taiwan had beaten the highway systems in Florida, Illinois, New Jersey and Virginia, the Taiwanese representatives cheered and the audience burst into applause.

At the end of 2013, the national freeway in Taiwan switched from manual toll collection to fully electronic toll collection. It was unstable at first and there were issues with deducting payment. Not only did it provoke resentment, but there were even legislators that requested the full close-down and inspection of ETC and people didn’t believe the system was promising.

CNA reports, Taiwan started to promote ETC using the BOT way in 2003. In 2006, ETC lanes were opened up so drivers could get used to the ETC way of payment.

Due to the ineffective promotion of ETC utilization, the system was modified in 2012 and the original OBU was replaced by the free eTag. With the 10 percent discount when passing through ETC lanes, the utilization of the system increased from 40 percent to nearly 90, and 75 percent of cars in Taiwan are equipped with eTag.

After ten years of communication between the government and public, the freeways were switched to fully electronic toll collection in December 30, 2013.

Liberty Times reports, Vice Minister of Transportation Zeng Da-ren says that the ETC set three world records, including first country to fully implement ETC, first country to use electronic tolls without railings and the longest freeway (926 km) to adopt the technology.

China Times reports, Wu says that the toll collectors are still their colleagues. ETC is an international trend and the government has already dealt with the parts in its control and hope that the toll collectors can accept the changes for more opportunities.

IBTTA was founded in 1932 and has members across six continents and 20 countries. It is the only international organization that focuses on toll roads, bridges and tunnels. There has never been an Asian country on the list of winners of IBTTA awards in the past.

Translated by Olivia Yang

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