OUR EXPERTISE

The principal business of the company is to project-manage; consult; operate and maintain all aspects of transportation infrastructure, funded by the application of the ‘user pay’ principle – with particular emphasis on road and rail infrastructure.

Tolling Operations and Management

The Tolcon Group provides comprehensive management and operations services on most major toll routes, including operational analysis, optimization of manning levels, general administration and financial services as well as the collection and supervision of tolls at toll plazas and related functions such as the control and management of traffic through toll-collection points.

Routine maintenance, road safety management, courtesy patrols and other similar services are aimed at enhancing the customer experience. Tolcon enjoys a strong relationship with the South African National Roads Agency (SOC) Limited (SANRAL), and partners SANRAL on various road projects.

Tolcon Group operates various toll plaza facilities, whereby Tolcon Group collects revenue for passages on toll routes via cash, credit card and a concession card management system for its clients.

Vehicles are processed through an automatic vehicle classification system that identifies different classes of vehicles. In certain instances this is linked to a video toll auditing system (VTAS) which allows verification of the class of vehicle. This system also assists authorities such as the SAPS in criminal investigations.

A system run by a well trained, motivated operating team handling road users politely and efficiently, ensures a continuous, seamless operation. The lanes are manned according to the traffic flow at particular times and periods in the year with additional booths in operation during the peak and holiday periods. Since queue management remains a focus, training of all operational staff is handled internally and Tolcon makes use of procedure manuals customised for the specific requirements of toll plaza operation and which also address health, safety and environmental issues. In all instances, Tolcon’s “Stop. Think. Act 24/7” operational philosophy is adopted.

Because of the high level of expertise and efficiency engendered in Tolcon’s booth operators, numerous vehicles can be processed during peak traffic. All processes are audited through an internal audit department which recons actual traffic versus incoming revenue. A high-level customer care line on individual routes assists users with enquiries regarding particular toll routes and the operation thereof, and the relevant tariffs, to ensure a pleasant journey for road users.

Toll plaza asset management and maintenance is undertaken to ensure that toll collection equipment, electrical and mechanical equipment, gen sets, lighting, UPS systems, air conditioning, free air supply systems, buildings, gardens etc. are kept in excellent condition. In addition, maintenance of guard rails and potholes, line painting, grass cutting and vegetation management, drainage system and collection of refuse guarantees an enjoyable road user experience.

Route Services

Dedicated vehicles patrol certain toll routes to enhance safety to Road users. Road side assistance would typically entail providing assistance to motorists who experience mechanical failures, running out of fuel, overheating, punctures, flat batteries or are involved in an accident. Sufficient fuel and / or water is provided to road users enabling them to continue to the closest repairer / fuel station or place of safety. In the event of an accident, basic medical assistance is provided prior to the Emergency Medical services arrival and road users are assisted in contacting towing service providers for further assistance should the vehicle require towing. A Road Incident Management System is implemented at the scene of an incident, facilitating the emergency services accessing the scene quickly.

Specific vehicles also park at strategic areas along the route at indentified high incident areas and there is an active participation between all route services and the recognised emergency services such as RTI (Road Traffic Inspectorate), SAPS, Fire Departments, Emergency Medical Services and local breakdown service providers.

The route patrol units are trained in basic fire fighting, first aid, traffic control and Road Incident Management Systems thus rendering basic first responder assistance until the appropriate emergency service/s arrive on site to deal with the emergency. Assistance is provided at accident scenes in terms of pre warning to other motorists to prevent secondary accidents. Route assistance teams also aid with clean-ups of debris and oil spillages at accident scenes. Vehicles carry basic medical supplies, tools, cones, signage, etc.

Road Maintenance Contracts

The Tolcon Group also performs routine (and certain periodic) maintenance.

Tolcon Group has the capacity & capability to perform routine & periodic road maintenance & rehabilitation work, inter-alia.

  • Pavement maintenance (failures, cracks, potholes, sealing lane, marking and road studs etc.)
  • Drainage maintenance (culverts, sub soil drains, side drains etc.)
  • Roadside maintenance (guardrails, fencing, signage etc.)
  • Vegetation maintenance (mowing, cutting, chemical control, tree trimming etc.)




Road Incident Management Systems [RIMS]

Tolcon Group has been involved in the development, implementation and maintenance of 10 Incident Management Systems in various parts of the country since 1997.

Incident Management is defined as ‘the pre-planned and co-ordinated response to incidents with the aim to restoring normal road capacity and safety levels as quickly as possible’. A RIMS consists of all relevant role players that collectively undertake the planning, coordination and management of incidents. Role players include primary emergency services (EMRS; Fire Services; SAPS; Traffic etc.) who respond to incidents, together with secondary and ancillary organisations, for example private ambulances and government departments.

Currently, Tolcon Group participates in and / or manages seven different systems which cover in excess of 1 200 km. In these areas it has been found that having an road incident management system in place results in a reduction in incident duration which leads to improved safety and reduced delays at incident scenes, which in turn translates into a reduction in road user costs and a reduction in economic costs to the economy of the country. Tolcon Group has the capability to assess, establish guidelines, develop policies and procedures, communication channels with all stakeholders and then implement road incident management systems.

Facilities Management

Tolcon Group has the capacity to build and / or upgrade facilities as well as undertaking repairs and maintenance. In addition, the Group has an experienced team which can handle tenant management.

Tolcon Group also provides services which include maintenance, refurbishment and upgrades of toll collection equipment, electrical and mechanical equipment, generator sets, lighting, UPS systems, air conditioning, free air supply systems, security systems, etc. In addition, Tolcon Group has the ability to undertake building and civil projects in relation to refurbishment and the upgrading of facilities.

By managing the facilities and services, Tolcon Group removes the hassle factor for customers, thereby freeing them up to perform their core functions.


 

Customer Care

An integral component of the toll operations services provided to our clients is that of the establishment manning and operations of 24/7 call centres.

Any motorist problem can be sent through for immediate reaction or onward submission to a relevant emergency service. All route patrollers are in full contact with the call centre to rapidly respond to almost any problem or difficulty.
Our commitment to honesty and integrity is a defining principle upon which all business practices are based. Our employee relations philosophy augments our commitment to not only our strategic goals and objectives, but also to the education and empowerment of the rural communities through various Corporate Social Investment initiatives.

Design, Installation and Maintenance: Toll Systems

The Tolcon Group houses its own IT unit with skills relating to basic business related IT infrastructure design and support toll collection systems and their associated first and second line support to the installed third party software.

The skills sets have allowed the Tolcon Group to quickly adapt to new technology in terms of system upgrades.
The work undertaken includes communication links as well as installation and maintenance of remote plaza sites all over the country. Interoperability of Electronic Toll Collection systems is also within the Group’s capability.

Human Resources

The Tolcon Group is uniquely placed to provide Best In Class Human Resources practices. As specialist across the various scopes of the Human Resources spectrum, Tolcon Group has the ability to not only attract and retain outstanding individuals who make a meaningful contribution, but also to provide excellent internal training for staff in order to empower and uplift the organization and communities.

Particular focus is given to employee recognition schemes, aimed at both individuals and teams. Staff behavior and attitude is key to providing customers with a high quality experience. The Tolcon Group’s Employee Recognition Program is designed to provide the means to recognize, acknowledge and reward individuals and Groups in support of Tolcon’s mission and goals.

Our commitment to honesty and integrity is a defining principle upon which all business practices are based. Our employee relations philosophy augments our commitment to not only our strategic goals and objectives, but also to the education and empowerment of the rural communities through various Corporate Social Investment initiatives.

By managing the facilities and services, Tolcon Group removes the hassle factor for customers, thereby freeing them up to perform their core functions.