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E-Flow
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EX EFLOW STAFF wrote: »Again please be respecful to the TP staff on here, they are angry and annoyed and its not customers they want to take it out on, its eflow.
It is very hard to feel empathy for anybody when the main spokesperson for the call centre is a psychotic old skool bigot aptly called madbitch and who can't spell .
I hate call centre staff who can't spell as much as I hate old skool bigots . I particularly hate old skool bigot and functionally illiterate call centre staff , I hope they send her off to do 3 Ireland support in Mumbai
My earlier prediction of a collapse by christmas was aimed primarily at the eflow system , eflow have only dodged the bullet and bought themselves more time . As I predicted some time back the call centre was going to go but that is only a ruse to buy eflow time to design a system .Email the below
complaints@eflow.ie
or
complaints@beteireflow.ie
(can't remember which one)
the names of the managers at eflow
<snip>
Greg McGrath
Emanual (CEO)
Thank you very much for those. MAKE sure you cc info@nra.ie when you email the above so that they can follow the resolution .The mystery head office is actually north of dublin in Coolock in a business park in the same building as Real Time technologys.
The registered address is in NRA HQ though , if you want to write to them !
EFLOW BARRIER-FREE TOLLING
NATIONAL ROADS AUTHORITY
ST MARTIN'S HOUSE
WATERLOO ROAD
DUBLIN 40 -
EFlow is a fraudulent system.
It is incapable of accurately processing monies paid to it in an accurate way and exposes entirely compliant and innocent people to reputational risk because of its own failures what with Debt Collectors being set on people who are not in debt . This is fraud .
I would recommend that people read this post elsewhere on Boards to see some system failures described at length by an ex Call Centre Agent
http://www.boards.ie/vbulletin/showpost.php?p=60667099&postcount=1271
With the email addresses kindly provided by ExEflow it should be possible to find out who the real culprits are for this farce. One of them has chosen to advertise themselves
http://www.linkedin.com/in/stevepetherbridgeManager of toll monitoring & enforcement within what is a Public Private Partnership.
Fast track recruiting, inducting and developing a team of 5 Supervisors and 63 staff in what was a greenfield start- up in 2008 - devising the initial employee selection criteria to match the departmental and company objectives; investing in the development of talent by implementing a policy of employee motivation and flexibility through multi-skilling, individual empowerment and responsibility; assigning do-able goals and achieveable objectives while delivering a sense of satisfaction and a desire to constantly contribute added value to the business; drawing on my own belief in a people orientated leadership philosophy.
Sounds Wonderful...if it worked that is .
This chap arrived later on . He does not appear to have responsibility for the initial mess that we have discussed in this thread . It did not take him long to start the call centre competition and to eventually dump the illiterate Madbitch
http://www.linkedin.com/in/simonmcbethFebruary 2009 — Present (5 months)
Senior Management accountability for Customer Service functions including Outsourced Contact Centre and all other customer touch points. Provide direction for 10 direct reports to ensure speed of response and world class customer service for the first EU project in the management of major tolling operation. Responsibilities include:
• Develop and deliver the customer service vision, strategy and organization throughout the business
• Liaise directly with the government body (NRA) to ensure satisfaction of customer servicing
• Lead, Co-Ordinate and manage on an integrated basis all individual sections responsible for interacting with the customers
• Be first person contact for communications, marketing and public relations areas on behalf of customer service
• Lead role in management of all business suppliers and key relationships
• Management of internal suppliers to ensure best practice delivery, including IT, HR and Facilities teams
It may be worth sending suggestions or accurate system failure reports to him. My reading is that he is the guy in charge of cleaning the mess up His sidekick is Orla Garraghy .
80% of Bet Eire Flow is owned by Societe des Autoroutes du Nord et de l'Est de la France aka "Sanef"
http://www.linkedin.com/pub/erik-merkez/a/a01/603Erik Merkes
Head of Concessions and PPP - Business Development at Sanef
would have been the guy that signed the contract with the NRA to deliver a functioning system . His contact details are here should anyone wish to tell him what is going on in Dublin and his colleage Arnaud may also wish to be kept in the loop. Notice the deliberate capitalisation in the email addresses. Furthermore another colleague came over to collect French Company of the year in Ireland 2008 gongs at some shindig a while back , he would be Bruno Corthier, Head of Telematics Development, Sanef . May as well tell him his system don't work neither .
To complicate matters further , beteireflow/eflow have contracted a lot of this farrago out to Payzone Ireland
http://www.reuters.com/article/pressRelease/idUS69829+15-Jan-2008+RNS20080115Payzone plc ("Payzone" or the "Company"), the leading European consumer payments and cash distribution network, has won the contract to provide BetEire Flow, the operator of the planned barrier-free tolling system on Ireland's M50, with retail and on-line toll payment services for users of the motorway.
M50 users will be able to pay the M50 toll charges at any of Payzone Ireland's branded network of two thousand convenience stores, which already offer Payzone's mobile phone top-up and other services. Road users will also have the option of paying the M50 toll charge via the internet or by telephone using Payzone's e-payment solutions.
http://www.finextra.com/fullpr.asp?id=20868
A Mike and A Nigel are named in that link , they should be told if Payzone lost a payment I feel ..as should the NRA of course.
http://payzoneplc.com/pages/about-us/corporate-profile/executive-team.phphttp://payzoneplc.com/pages/about-us/corporate-profile/executive-team.php
he is a Michael betimes . Payzone welcome emails to info@payzone.ie and of course always cc info@nra.ie
Stamp this fraud out now !0 -
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Back to the suspects .
Around when SANEF set up Bet Eire Flow they 'partnered' with a large software house for the scheme . The remaining 20% of Beteire Flow is owned by this lot
http://uk.c-s.fr/NRA-National-Road-Authority_a93.html
The pair of planks have also got a contract off the back of this to do the Golden Ears Bridge ....yeah that one The Golden Ears bridge .
http://uk.c-s.fr/Electronic-Free-Flow-Tolling-on-Golden-Ears-Bridge-Vancouver-Canada-Customer-Service-Centre-Opening_a208.html
also see
http://uk.c-s.fr/CS-wins-the-project-of-installation-and-operation-of-the-Free-Flow-System-on-the-ring-of-Dublin_a132.htmlThe system installed and integrated by CS is made up: • of four Free Flow Toll gantries at one toll point full lane, 2x4 lanes integrating a reading system of Tag and automatic detection of the number plate (OCR). • of a back office system composed of the management real time of the toll gantries, ETC transactions (Electronic Toll Collection) and Toll based on automatic detection of the number plate, management of the subscribers, "Customer Care", invoicing and follow-up of the unpaid users and Toll evaders. CS will also keep involved in the system operation and will be in particular in charge of the maintenance over this 6.5 years period.0 -
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Basically nothing. Ignoring them works.
Bugger. I paid EPC £38 something iirc, about a month back. This was the total they worked out for about 8 journeys on the M50. I don't know what they did to get that figure. It was in Sterling and everything, so I don't know what exchange rate they were using either.
I did read on here that it was better just to ignore it.. but I'm a worrier.
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I had to wait 17 months to get 19 euro back that they double charged me and denied doing! They said they had no record of the payment in their system but refused to check their bank account and then ignored me completely after I'd proved it.I was about to send them a bill for non payment when the bloody cheque arrived. I had a letter written and everything.
same here, I was gonna get a solicitor friend to write me a letter too 0 -
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Ok, I've got one. What's the deal with UK registered cars? I know they use EPC in London, who get the details from the DVLA, and issue invoices to the owners of the car.. but like - how far do they go with it? What happens if the UK driver doesn't receive (or chooses to ignore) the invoices?
Sorry for the late answer - dont "surf" the web too often...
But yeah, UK drivers. I honestly cannot say how far they will go with those charges, main reason being that up until around april this year we did not know what happened to those charges on our system - they kind of went into a limbo state, lol. I'll tell ya all that I know.
Basically different rules seem to apply to UK drivers. With ROI drivers you need to pay by 8pm the next day or your fined. UK drivers dont receive this initial fine (the reason being is that E-Flow cannot obtain a postal address to send the charges too, they only have ROI addresses)
A UK drivers toll wil stay open on the system for 5 days without incurring a penalty, so infact UK customers do have more time to pay the €3.
The problem? Once the 5 days are up the toll is passed off the system, much in the same way that a ROI drivers toll is when it goes to the solicitors.
To use some of the jargon, PROSECUTION ENTITY is the message the system flashes up when a toll is passed off it. Prosecution entitys are tolls that E-Flow have sent to 3rd parties to seek payments i.e. Pierse & Fitzgibon Solicitors(ROI) or EPC(UK)
So a UK drivers toll will become a prosecution entity after 5 days, this means that say a customer called up wanting to pay on the 6th day, its too late. The option to pay this toll has been removed from eflows system, you now have to wait for a letter that requests payment.
E-Flow went live last August, since then I took tonnes of calls from UK drivers, I was even asked by a few friends and neighbours about if they had to pay. We were not briefed about what happens to UK drivers by E-Flow so never really knew what to say. Il be honest and say that I thought the same as the public for a while, that eflow did not have address or a system for UK drivers so they were in a way exempt.
A few months laters...
(Im sure it was round april or end of march) I got a call from a customer who had in his hand an EPC letter, at this stage I had never heard of EPC, once again E-Flow had not briefed any agents on this.
The customer at the time was very irate, because what he had in his hand could have been made by anybody, it was a charge for tolls on the M50 with a little Eflow logo on it too. The customer called us, and no one in the call centre knew about these letters, we had not at the time been told to expect calls from customer with EPC letters, so how were we to know that the letters were not perhaps a scam(if you have one, dont worry its not a scam - well it is sort of if its from eflow lol)
I asked the customer how much they were charged and from what he told me and the information on the system it would seem that UK drivers are charged the sterling equivelant of €6 (€3 toll and €3 fine) per toll, thats all.
Anyways in the following weeks we were eventually briefed to tell UK drivers that had missed initial deadlines that their toll had been passed to EPC, and provide the driver with EPCs number. So there must be some sort of system in place now, it only took them 8 months
If your a UK driver you can have an account with E-Flow, the funny thing is you need a valid payment method (laser,visa,mastercard) most ppl i spoke to dont have laser cards, and we cant set up direct debits for sterling accounts because they are regarded as foreign transactions and the customer gets overcharged.
Also I spoke with numerous customers who licence plate was not recogised when they went to a payzone shop, so they could not pay at the shop and this meant the toll passed the 5 days.No no no this system is not setup for UK drivers at all!
So to sum up:
-Uk drivers have 5 days to pay
-Ya dont pay on time you gotta wait weeks, nay, MONTHS for a letter.
-You dont have alot of options to pay or set up an account
My advice:
a)avoid M50
b)Get an easypass tag, lol0 -
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