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Complete Study Link
Total Cost to Collect
A global benchmark of
©2021 KPMG LLP, a Delaware limited liability partnership and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. 2
What is the true total cost
to collect of your agency?
©2021 KPMG LLP, a Delaware limited liability partnership and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. 3
BENCHMARKING SURVEY
Scope & Breadth
This report serves as a benchmarking tool for
toll operators as they look to drive efficiency
improvements, to support contract negotiations
and investment requests or to underpin
feasibility analyses
― Second edition, building upon 2015 survey
― Data collected in 2018 and based on the most recent
financial results for each toll operator
― Responses recorded into our online survey link
― +70 public and private toll operators participated
(up from 43 in 2015)
― Covers +184 tolling facilities worldwide
― Respondents received a custom report identifying the
participant’s answers and Toll Cost to Collect against
peers
― Since the launch of the report we continue to receive
requests from owners and operators to take part in
the survey
― KPMG global practices have requested translation of
report to their local languages
Toll operators by region
55%
North
America
9%
Asia/Pacific
22%
Europe
14%
Central/
South America
Source: Toll Benchmarking Survey, KPMG International, 2018
Ownership status type
52%
Public
48%
Private
©2021 KPMG LLP, a Delaware limited liability partnership and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. 4 RESULTS AND ANALYSIS
Cost Efficiency & Labor
55%
Average labor costs
as a total of TCC
48%
Leaders average labor
costs as a total ofTCC
50%
Average roadside labor costs as a
total of Average labor costs
44%
Leaders average roadside labor
costs as a total of Average
labor costs
16%
Average proportion of employees
engaged in call center or CSC role
as a total of TCC
Average
Leaders
* Adjusted
Cost
efficiency
Labor
85.4%
US$0.32*
US$0.22*
90%
US$0.24
US$0.18
Operating Margin
TCC per transaction
TCC per transaction with transponder/OBU
16%
©2021 KPMG LLP, a Delaware limited liability partnership and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. 5 RESULTS AND ANALYSIS
Leakage & Technology
What’s driving
Leakage
Technology
Average annual
revenue loss due
to leakage
US$8
million
High cost of
collection
29%
Lax regulations
covering the
evasion of tolls
31%
Insufficient or
inaccurate
vehicle data
32%
Fully autonomous toll collection
Autonomous vehicles
Predictive analysis
01
03
02
©2021 KPMG LLP, a Delaware limited liability partnership and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. 6 RESULTS AND ANALYSIS
What does it take to be a leader?
Our research suggests that there are
five key
reasons why these
organizations rank best for cost efficiency
They eschew cash.
The
best operators use Open
Road Tolling (ORT) and
Electronic Toll Collection
(ETC).
Their employees are
productive.
Average
revenue collected per FTE
is US$2.2 million for the
leading private toll
operators.
They use data and
analytics.
The leading
operators are predicting
everything from traffic flow
through to future trends.
They get their money.
The
best operators report leakage
rates of less than 5 percent
Their technology is modern.
The leaders have updated
their toll collection systems
within the past 5 years.
5
How the best
Operators perform
The average
Toll Operating Margin
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Competitive intelligence breeds competitive advantage
Significant opportunities for improvement still exist. You
can find many of them by analyzing your TCC, your workforce
composition and your enforcement programs.
— Want to know how you measure
up against your peers?
— Looking for new opportunities to
improve cost efficiency?
— Need new ideas and best
practices to enhance operations?
— Wonder how your leakage levels
compare to industry?
— Trying to develop a business
case for technology investment?
— Seeking to make more informed
decisions and long-term plans?
05
Toll agencies must make better use of available technologies.
That includes technologies to improve back office, payments,
resource management and predictive analytics.
03
Toll operators have access to valuable sources of data.
They should be using that data to plan traffic flow, demand and
investment and to support mobility ecosystem partners.
04
Technology plays a significant role in toll operational
efficiency. Time and time again, our data shows that the most
efficient operators are those who continuously invest into new
technologies.
02
The landscape is fundamentally changing. Toll road
operators are increasingly competing against other modes of
transport that are disrupting the mobility status quo.
01
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