In a move to improve customer service, RiverLink is actively searching for a new toll service provider.
Kentucky and Indiana have not yet provided toll bridge reports dating back to last year under the states’ open records laws
Data provided by Kentucky and Indiana show that wait times fell for the fourth straight month in April.
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.
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.
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.