Toll-ed you so!
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Posted Sat 31 January 2009 @ 2:48 p.m. by Ernie Newman
I shouldn't say it but I can't resist.
Over Christmas the NZ Transport Agency copped some flack in the media for forgetting to go through rudimentary security processes in the Web site that collects tolls for Auckland's new Northern Gateway toll road.
As a "local," and in the most constructive of spirits, I wrote this blog suggesting that if they wanted to encourage customers to deal with them through the most efficient channel - over the Web - they should also make the minimum initial deposit a lot lower than the current $44, which equates 22 round trips. I copied the posting in a friendly email to NZTA, and the Herald also picked it up in part. But I got no response and the initial deposit stayed at $44.
Result: a week of perpetual clogged pay booths, grumpy punters, overload on the contact centre, general mayhem.
My "told you so" relates to an abject backdown reported in today's Herald. The point has belatedly been taken. The minimum to open an Internet account has been dropped to $20. Still a bit much for the occasional user in my humble opinion, but much closer to the mark.
I repeat my observation from the earlier posting:
"Government bodies, like commercial enterprises, should entice customers to deal with them through the channel which is most economical to them. This nearly always means the Internet. My pick is that a lot of occasional toll road users will baulk at $48 up front. They'll either stop and pay the toll in cash trip by trip, or decide its too much hassle and use the old road. Neither outcome is good for the NZTA.
"So NZTA - ten out of ten for choosing the leading tolling edge technology. Seven for implementation, but a chance to improve to a ten if the criticisms made by the Herald and TUANZ are attended to before the opening date. We’ll watch with interest."
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