In a move to improve customer service, RiverLink is actively searching for a new toll service provider.
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Kentucky and Indiana have not yet provided toll bridge reports dating back to last year under the states’ open records laws
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Data provided by Kentucky and Indiana show that wait times fell for the fourth straight month in April.
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The opinion sides with WDRB News, which sought a trove of documents from the Kentucky Transportation Cabinet analyzing the performance of the Ohio River toll system.
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New toll system operator ETC met fewer and fewer customer care targets -- from call wait times and timely emailed responses -- during its first months running RiverLink.
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The move comes as call wait times have ballooned to an average of 30 minutes. The goal is to have 80% of calls answered in less than one minute.