The Tampa Hillsborough Expressway Authority (THEA) has awarded a three-year contract to Dallas-based ETAN Industries to provide back-office support to its toll-account operations.

As per the terms of the contract, ETAN will undertake account management responsibilities for THEA’s unpaid toll by plate accounts including customer service, notification, dispute resolution, and payment processing.

ETAN president Steve Levine said: "Customer satisfaction is at the heart of our business model.

"Even the process of removing a vehicle registration hold will be simplified for our customers."

"Our goal is to provide outstanding services to THEA’s toll users at every point of contact, whether it be by mail, on the phone, over the Internet, or in person."

THEA director of toll operations Rafael Hernandez said that customer service was a major factor in choosing a partner.

"ETAN makes it easy for travelers to resolve unpaid tolls incurred in our roadways.

"Even the process of removing a vehicle registration hold will be simplified for our customers." Hernandez added.

ETAN will open a call centre in Tampa, and offer staff for satellite customer service locations in the community.

The partnership between ETAN and THEA is expected to bring around $1m in its first year to the economy of Tampa Bay.

The contract also includes the option of two one-year extensions.