Breaking News Bar
posted: 9/21/2012 5:30 AM

Tollway customer service contract would aid the visually impaired

hello
Success - Article sent! close
 
 

The Illinois tollway is turning to a nonprofit group to operate its customer service center where most customers turn to for information about I-PASS accounts and missed tolls.

Directors on the agency's Customer Service committee Thursday approved a five-year, $61.5 million contract with the Chicago Lighthouse for People Who Are Blind or Visually Impaired.

Order Reprint Print Article
 
Interested in reusing this article?
Custom reprints are a powerful and strategic way to share your article with customers, employees and prospects.
The YGS Group provides digital and printed reprint services for Daily Herald. Complete the form to the right and a reprint consultant will contact you to discuss how you can reuse this article.
Need more information about reprints? Visit our Reprints Section for more details.

Contact information ( * required )

Success - request sent close

Chicago Lighthouse is expected to take over customer service center operations next year. Duties will include handling about 8,000 calls a day from people with questions on I-PASS usage, accounts, payments and violation notices.

The contract should create 200 jobs. Those with visual impairments have an unemployment rate of 75 percent and the tollway collaboration should open doors for an underserved population, Lighthouse President Janet Szlyk said in a statement.

Chicago Lighthouse "does call center work which is one of the reasons they were selected ... we think we're going to get a high quality level of employees," tollway Executive Director Kristi Lafleur said.

Directors also approved a six-month, $5.3 million extension of a contract with TransCore, the company currently operating the call center.

The tollway will move the call center from its current space in Lisle to a facility on the campus of the University of Illinois at Chicago. This allows for room to expand as call center operations are expected to grow when the tollway completes the extension of the Elgin-O'Hare Expressway east to the airport.

The committee decision will be voted on by the full board next Thursday.

Share this page
Comments ()
Guidelines: Keep it civil and on topic; no profanity, vulgarity, slurs or personal attacks. People who harass others or joke about tragedies will be blocked. If a comment violates these standards or our terms of service, click the X in the upper right corner of the comment box. To find our more, read our FAQ.