Wildlife Protection Fencing
The Foothill/Eastern Transportation Corridor Agency (F/ETCA) and San Joaquin Hills Transportation Corridor Agency (SJHTCA) Boards of Directors approved implementation of a phased approach to complete additional wildlife fencing on the 73, 133, 241, and 261 Toll Roads. The Boards directed staff to follow the priority sequence outlined in the recently completed University of California, Davis study to implement wildlife fencing along The Toll Roads system.
In 2016, the F/ETCA completed the SR 241 Wildlife Protection Fencing Project, installing 12 miles of wildlife protection fencing on both sides of the SR 241 north leg between Chapman Avenue and SR 91. The award-winning fencing has worked exceptionally well in reducing wildlife-vehicle collisions and now serves as an international model that others seek to emulate.
Building on the success of the existing wildlife fencing program along the 241 Toll Road, the Agencies partnered with UC Davis last year to assess additional segments of The Toll Roads. The goal is to implement additional segments of wildlife fencing to help reduce wildlife-vehicle collisions, mitigate the risk of mountain lion eradication, and minimize negative impacts on other wildlife species.
High Marks Achieved from Annual Customer Service Report
The Boards received the Fiscal Year 2025 Annual Customer Service Update, highlighting key performance indicators related to customer service feedback, self-help usage, account growth, and contractor performance.
The update featured continued high marks in customer satisfaction and performance, including a significant improvement in average wait time compared to the previous year. The call center experienced a 33 percent increase in call volumes from the previous year and successfully handled the rise in calls due to the nationwide toll phishing scam. Call volumes also increased with the introduction of the new toll processing service provided to the San Bernardino County Transportation Authority (SBCTA), with over 8.3 million transactions handled during the specific time period.
In addition, the customer service team completed the seamless migration to the new cloud-based phone system, which included an upgraded integrated voice response system for customer interface.
Over 136,000 surveys were completed, providing a Net Promoter Score rated as excellent, with customers giving The Toll Roads customer service an “A” rating for the sixth consecutive year, demonstrating the high level of customer service TCA provides to its customers.
Disabled Veteran Expanded Program
Chief Executive Officer Ryan Chamberlain shared an update on the Agencies’ Disabled Veteran Program. Beginning October 1, 2025, TCA will expand its Disabled Veterans’ Program, offering greater flexibility for eligible drivers. This expansion allows veterans who qualify for the California DMV Disabled Veteran (DV) Registration Fee Exemption to receive free tolls, whether a disabled veteran license plate is displayed or not. Accountholders who qualify for the DV Registration Fee Exemption, but do not display a qualifying plate, will receive free tolls on The Toll Roads ONLY (State Routes 73, 133, 241 and 261) beginning the day their program enrollment is approved. To learn more about how to enroll in the Disabled Veteran Program, please visit TheTollRoads.com/DVP.
This update reflects the Agencies’ ongoing commitment to honoring those who have served, while making it easier for veterans to access toll benefits in a way that respects their preferences.
Artificial Intelligence Assessment
The SJHTCA and F/ETCA Boards approved a contract with HNTB Corporation to conduct an artificial intelligence (AI) assessment to support the Agencies’ operational advancement. The assessment will explore emerging AI technologies to identify high-impact, practical opportunities for integration that enhance efficiency and service delivery. It will also evaluate potential risks and resource requirements, in alignment with TCA’s long-term strategic goals. Additionally, the scope includes a review of industry trends, an analysis of technical readiness, and a comprehensive evaluation of opportunities to optimize operational performance.
On-Call Toll System Consulting Services
Following the recommendation of the Joint Toll Operations Committee, the SJHTCA and F/ETCA Boards of Directors approved the selection of multiple qualified firms to provide on-call toll system consulting services in support of TCA Toll Operations. After a thorough evaluation of submitted proposals, staff recommended awarding base contracts to the five highest-ranked firms to best meet the TCA operational needs and advance the Agencies’ Strategic Plan. These consulting services will support a range of initiatives, including feasibility studies, system performance evaluations, enhancement analyses, and technology assessments.
