ANDREW M. CUOMO
Governor

JOANNE M. MAHONEY
Chair

MATTHEW J. DRISCOLL
Acting Executive Director

January 19, 2018

Don Hubicki
General Manager, Transportation
Conduent
12410 Milestone Center Dr, 5th Floor
Germantown, Maryland 20876
Dear Mr. Hubicki:
This is a follow up to our conversation in December 2017 regarding the concerns raised about the Tolls
By Mail customer service center and steps Conduent is taking to address these issues to ensure our customers’
needs are being met.
When cashless tolling went into effect at the Gov. Mario M. Cuomo Bridge in 2016, our partnership
with Conduent expanded to include Tolls By Mail and the customer service provided to those who utilize the
system. The New York State Thruway Authority is committed to providing motorists with a safe roadway and
seamless customer service experience on our system. An essential component of that is ensuring that the billing
process is effective and efficient for our customers.
It is my expectation that our customers receive the same high-level of customer service with Conduent
that we strive to provide our motorists with every day. However, as you know, a number of motorists continue
to report numerous issues when working with the Tolls By Mail customer service center. Among them:
receiving a consistent message of “high call volume” with no representative available to speak with them on the
phone, long wait times, lag time from when they travel over the bridge to when they receive a bill, and
confusion over when and how to use the Tolls by Mail website to pay toll bills.
With cashless tolling expanding system-wide in 2020, it is crucial to address these issues now.
Conduent should focus on increasing staff to handle the call volume, improving the technology at the call
centers, designing an alternative communication option for customers (such as email service, live chat, or call
back option) to alleviate any concerns about a customer not being able to reach a representative when they call,
and revising the Tolls By Mail website to make it more user-friendly.

200 Southern Boulevard P.O. Box 189 Albany, NY 12201-0189 │ (518) 436-2700 │ thruway.ny.gov

 As you may know, the Thruway Authority is taking an active role in educating motorists about the
cashless tolling system and the billing process. Some of our outreach efforts include installing new roadway
signage at the Gov. Mario M. Cuomo Bridge that more clearly outlines the Tolls By Mail payment options and
how to avoid late fees and penalties, and clarifying language on toll bills and envelopes to emphasize ways to
avoid fines and penalties.
My Executive Assistant will be contacting you in the near future about visiting a Conduent facility and
reviewing the process. I know you share our goal in improving customer service and addressing these concerns
immediately. I look forward to our continued conversations about these improvements.

Sincerely,

Matthew J. Driscoll

200 Southern Boulevard P.O. Box 189 Albany, NY 12201-0189 │ (518) 436-2700 │ thruway.ny.gov