SouthLink Elevates Toll Collection Efficiency and Customer Satisfaction with Vidar Cameras and Carmen Software

Project Overview: At SouthLink, a toll road operator in Ireland, the management recognised the need to upgrade its aging OCR (Optical Character Recognition) camera system and software to enhance the efficiency and accuracy of its stop-and-go toll collection process. The existing system, installed over 13 years ago, was no longer capable of meeting the company’s growing demands. Its technology and software were prone to misreads and non-reads, which lead to inconsistencies in driver transits through the plaza. Additionally, the maintenance costs for the old system were becoming increasingly unsustainable.

Challenge:

The existing 13 year old OCR system posed several significant challenges for SouthLink:

· Inaccurate Plate Capture: The old cameras struggled to capture license plates accurately, leading to occasional errors in toll collection and a less than optimal experience for drivers and operators.

· Unfavorable Positioning: The cameras were not positioned optimally, further hindering their ability to capture license plates effectively.

· High Maintenance Costs: The maintenance costs for the 13-year old system were escalating, putting a strain on the company’s budget.

· Limited Lane Capacity: The old system could not handle the increasing traffic volume, resulting in slightly longer processing times for drivers.

· Software Limitations: The outdated software lacked flexibility and could not easily adapt to changing traffic patterns and toll collection requirements. This limited the company’s ability to optimise its toll collection process.

Solution:

To address these challenges, SouthLink partnered with Adaptive Recognition, a leading provider of OCR based vehicle identification hardware and software, to implement a new and advanced OCR camera system and software. The new system features Vidar cameras, known for their exceptional accuracy and ability to function in diverse conditions, and Carmen, a powerful OCR engine that can be integrated with various hardware platforms to enable accurate license plate recognition.

The Vidar cameras are equipped with advanced sensors and software that enable them to adjust their settings automatically to optimise performance. The cameras were also strategically placed to capture license plates from multiple angles, reducing the likelihood of capturing an incomplete or distorted plate image.

The Carmen software serves as the central hub for the OCR system, processing captured images, identifying license plates, and verifying the associated vehicle information. The software is integrated with the SouthLink toll collection system, allowing for seamless data exchange and automated toll collection. Carmen proved to be a versatile platform that can be customised to meet the specific needs of different toll collection operations, such as stop-and-go, open road, and electronic toll collection (ETC).

Implementation:

The new OCR camera system and software were seamlessly integrated into all ten lanes of the SouthLink toll plaza. The installation process was streamlined and efficient, facilitated by the easy-to-use web interface and automatic operation mode of the new cameras. The integration of the new OCR camera system and software across all ten lanes of the SouthLink toll plaza was executed with precision, expediting the installation process. Additionally, the new system was carefully calibrated to ensure accurate license plate capture under various lighting conditions and weather conditions.

Results:

The implementation of the new OCR camera system and software has yielded remarkable results:

· Improved Accuracy: The capture rate for license plates has increased by 14.3% across all lane types, leading to a significant reduction in errors and a smoother toll collection process. This has translated into an average of 3.9% fewer toll collection errors, resulting in faster processing times and reduced congestion at the N25 toll plaza.

· Enhanced Customer Experience: Drivers have reported a more positive experience with the new system, as the accuracy of plate capture has improved and delays have been minimised. Complaints related to inaccurate toll charges have also notably diminished.

· Reduced Maintenance Costs: The new cameras and software are less prone to damage and require less frequent maintenance, resulting in significant cost savings. The user-friendly software also allows for remote troubleshooting, minimising the need for on-site technician interventions.

· Faster Installation and Replacement: The new cameras can be installed and replaced more quickly than the old system, allowing for quicker recovery in case of unforeseen issues. The new software is also easier to update, ensuring that the system remains up-to-date with the latest security measures and technology advancements.

· Improved Toll Collection Efficiency: The new system has improved the efficiency of toll collection, reducing delays and congestion. The new software has automated many of the manual processes involved in toll collection, freeing up toll collectors to focus on customer service and other tasks.

Overall Impact: The upgraded OCR camera system and software have been a resounding success for SouthLink, addressing the challenges faced by the outdated system and delivering a number of benefits:

· Reduced Toll Collection Errors: The higher capture rate for license plates has reduced errors and ensured accurate toll collection.

· Improved Customer Satisfaction: Drivers have expressed their satisfaction with the new system, noting a more positive and streamlined experience. Complaints related to toll collection have also diminished.

· Reduced Costs: The lower maintenance costs and faster installation and replacement have contributed to overall cost savings.

· Improved Efficiency: The new system has improved the efficiency of toll collection, reducing delays and congestion.

· Adaptability: The new software is flexible and can easily adapt to changing traffic patterns, toll collection requirements, and even changing weather patterns and diverse lighting conditions throughout the year. This flexibility will allow SouthLink to continuously optimize its toll collection process and accommodate the evolving needs of its customers.

The upgraded OCR camera system and software have positioned SouthLink for continued success in managing its toll plaza operations and providing a streamlined and efficient toll collection experience for its customers. By embracing cutting-edge technology, SouthLink has enhanced its efficiency, reduced customer wait times, and contributed to a more positive and frictionless toll collection process.