#MPTSouth@yourservice: Tollroad Systems and Support Team

by Ma. Jonah M. Pereyra, SEPTEMBER 2021

Make every interaction count, even the small ones. They are relevant.

Shep Hyken

CARLOS JOSHUA M. CALICDAN

CJ is the pioneering member of the Tollroad Systems and Support since September 2018. He witnessed the start up and the opening of C5-3A1 and CALAX.

SOUTHLINK: What is your most stressful experience as a Tollroad System Support Senior Associate? Please give scenarios, if any.

CJ: My most stressful experience as a TSS Senior Associate is during the opening of the C5 Southlink Flyover. During the time of its opening, we don’t have any real experience yet in the field of expressway technical support and during the first month, specially the first week of opening we encountered many issues with the system. The traffic volume is also double than the expected count and since we are near SMC Expressways motorists thought that we are using Autosweep RFID instead of Easytrip which also contributes in queueing and irate customers at the toll plaza. Thankfully our Toll Collection System contractor is on full support at site during this times so that issues can be resolved immediately.

SOUTHLINK: What is the most rewarding about your job? Please give scenarios, if any.

CJ: The most rewarding thing is probably when being praised on doing a good job in supporting our internal and external users. One scenario is when we are opening new toll plazas, it is really fulfilling to see the fruit of hard work of all involved departments and contractors in planning, building, and testing of the structure and all equipment installed.

SOUTHLINK: How would you describe the impact of the innovation we’ve made for our customers?

CJ: One innovation I could think of is the barrier-less Entry lanes here at CALAX, we are the first one who fully implement it here in our country and it really lessen the burden and travel time for all the motorists who are using CALAX. Maybe in the future this innovation could also result to barrier-less expressways here in our country and MPTC will also be the one to first implement it.

SOUTHLINK: How would you describe the level of customer service you and your team give to our internal and external customers? Cite examples if any.

CJ: I could say that our team is doing a good job in providing support with our internal and external customer, not perfect, but still a good job. On-site, we provide support as soon as possible to toll operations. Although there are times that we can’t immediately assist them due to multiple inquiries but still we ensure that all issues are attended or solved. If there are any issue raised to us that we don’t have any control or we aren’t able to solved, we make sure these concerns are still coordinated with our contractors or respective departments.

FRANCES MICA S. ECHENIQUE

Mica is one of the new members of TSS team. She started just this August 2021.

SOUTHLINK: What is your most stressful experience as a Tollroad System and Support Associate? Please give scenarios, if any.

Mica: As a TSS Associate, the most stressful experience I had was during my shift in C5, there was an inclement weather, and our equipment are severely affected by the rain. The lane equipment got damp with rainwater and malfunctioning. That time, I really wanted to secure the equipment, but the weather is beyond our control. The toll specialist on duty and I were helping each other so that the lanes remain operational. It went by again and again throughout the day, but it was manageable. Later that day, there was an ambulance who accidentally hit the automatic lane barrier (ALB) and I had to replace it while it was raining so bad. I was soaked in rain, but I told myself that I had to finish it quickly since it is the only cash lane and might cause inconvenience to the motorists. The patrol on duty helped me in replacing the barrier, thanks to them.

SOUTHLINK: What is the most rewarding about your job? Please give scenarios, if any.

Mica: It is always rewarding whenever we provide assistance to our colleagues and customers. For example, attending to an issue in our plazas reported by toll operations, making the lanes operational again, and providing findings or feedbacks to the inquiries of the Revenue Assurance team. The feeling of accomplishment makes me more engaged and more motivated in doing better at work.

SOUTHLINK: How would you describe the impact of the innovation we’ve made for our customers?

Mica: Our innovation is one of the main factors that provides great service to our customers. I think we highly satisfy our customers with our unique innovations such as the Automatic License Plate Recognition (ALPR) and barrier-less entry plazas.

SOUTHLINK: How would you describe the level of customer service you and your team give to our internal and external customers? Cite examples if any.

Mica: Customer focus is the top core value in our company. Our duty is to provide support under all circumstances, rain or shine, day or night, to avoid inconvenience to our motorists. Seeing our team’s exceptional efforts especially during crucial moments makes me admire them and appreciate what we do more. Therefore, I could say that our team is a ‘one call away’ and someone you can rely on, internally and externally.

PITZ JEPTER C. RODIL

Pitz is also one of the OG of TSS team that started last November 2018 and has witnessed the opening of both C5-3A1 and CALAX.

SOUTHLINK: What is your most stressful experience as TSS Associate? Please give scenarios, if any.

Pitz: The opening of C5-3A1 was the most challenging part of my career, because it was the first  plaza to become operational. The team was immediately deployed on field to assist the operation in case an issue arise. Our only training during that time was the lectures on equipment. The first few months were really challenging, because we were having issues for both hardware and software which at the time, we have limited knowledge and experience. We also felt intense pressure to keep the lanes always operational and avoid lane closure. But during those challenging times, I also learned a lot on how to manage the equipment not only by the book. There will be times that you should think outside the box if you are troubleshooting the lanes.

SOUTHLINK: What is the most rewarding about your job? Please give scenarios, if any.

Pitz: The most satisfying part of my job is seeing the plans to manifest concretely. Having witnessed both C5 and CALAX from construction to completion and now operational with me playing a role in it. It feels very sentimental in a way and I can’t wait for our other segments to be operational also.

SOUTHLINK: How would you describe the impact of the innovation we’ve made for our customers?

Pitz: The ALPR is very much relevant during this pandemic season, because of the barrierless entry lanes. This helps lessen the human contact, which serves an additional safety precaution against the COVID virus. This also eliminates the congestion of traffic in the entry lanes of the plaza, which reduces the travel time. Since we are with the technology team, we continue to innovate and evolve the system (with the help of our contractors: Egis, RTS & Indra) because we want the best convenience to our customers.

SOUTHLINK: How would you describe the level of customer service you and your team give to our internal and external customers? Cite examples if any.

Pitz: We try to serve our internal and external customers with our best efforts. Our team always keep our lines open in cases of emergency. Whenever our system encounters a bug we make sure to deal with the issue as soon as possible, and also think of ways to prevent things from happening again. Teamwork plays an integral role in our day-to-day tasks. I am really thankful to all of my TSS teammates, because we grow and achieve more as a team.

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About the writer:

Ma. Jonah M. Pereyra. HRAD Specialist and a mom to my pet shih tzu, Sky.

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