COMMUNICATION AND CHANGE MANAGEMENT SUMMIT · 1:30pm – 4:00pm EXHIBIT SET-UP (Quinault) 1:30pm...

HOSTED BY

COMMUNICATION AND CHANGE MANAGEMENT SUMMIT

PARTNERED WITH GOLD SPONSOR

July 28-30, 2019SEATTLE PROGRAM

2 | Communication and Change Management Summit

ABOUT OUR HOST

The Washington State Department of Transportation (WSDOT) operates and maintains 18,600 lane miles of state highways; owns, operates and maintains nearly 3,300 bridge

structures; runs the largest ferry system in the nation that moves 24.2 million passengers and 10 million vehicles a year; partners with 31 public transportation systems to provide more than 220 million passenger trips a year; owns three Talgo train sets in the Amtrak Cascades fleet and manages the Palouse River and Coulee City Rail system.

Washington state’s toll program includes two bridges and two express toll lanes facilities, serving 1.5 million customers and generating 52.7 million transactions and $208.4 million in gross toll revenue in 2018. In 2019 WSDOT will begin tolling the new SR 99 tunnel, one of only two double deck road tunnels in the world, and three new toll facilities are planned in the future. www.wsdot.wa.gov

ABOUT OUR PARTNER

WTS International’s mission is to advance both the transportation industry and the professional women who are a growing part of it. Now, after more than 40 years, WTS is an international organization with more than 6500 members (including women and men) and 79 chapters, connecting a network of 40,000 transportation professionals. Local chapters

generate high-caliber professional development and networking opportunities for WTS members across the United States and Canada. Through its professional activities, networking opportunities, and access to industry and government leaders, WTS is turning the glass ceiling into a career portal.

WTS Puget Sound recently celebrated its 35th anniversary as a chapter. During that time, the chapter has provided networking opportunities, educational programs that focus on relevant transportation issues and local projects, a robust mentor-protégé program and a professional development series. The chapter also recognizes the leaders and projects that support its mission and awards scholarships to aspiring transportation professionals in its annual awards and scholarships gala.

WELCOME TO SEATTLE!

Seattle, WA • July 28-30, 2019 | 3

CERTIFICATION/PROFESSIONAL DEVELOPMENT HOURSIBTTA recognizes the need for professional engineers and planning professionals to demonstrate continuing professional competency in their respective fields and earn certification maintenance (CM) credit or professional development units (PDU). IBTTA will provide interested attendees with a certificate of attendance following the workshop.

ABOUT IBTTAThe International Bridge, Tunnel and Turnpike Association (IBTTA) is the worldwide association for the owners and operators of toll facilities and the businesses that serve them. Founded in 1932, IBTTA has members in 20 countries on six continents. Through advocacy, thought leadership and education, members are implementing state-of-the-art, innovative user-based transportation financing solutions to address the critical infrastructure challenges of the 21st Century.

Hyatt Regency Seattle808 Howell Street Seattle, Washington 98101Phone: (206) 973-1234Toll-Free: 1 (800) 233-1234www.hyatt.com/en-US/hotel/washington/hyatt-regency-seattle/sears

HOTEL INFORMATIONMEETING PLANNING GROUP

CO-CHIEF MEETING ORGANIZERS

TRACK TEAM LEADERS

Kimberly JacksonJacobs Vashon, WA

Patty Rubstello, P.E.Washington State Department of TransportationSeattle, WA

COMMUNICATION Aaron Hake

Riverside County Transportation CommissionRiverside, CA

CHANGE MANAGEMENT Casey Self

PercepticsFarragut, TN

ROUNDTABLES Dee Anne Heath

Central Texas Regional Mobility AuthorityAustin, TX

Leadership Academy Alumni

BADGES: Badges are required to gain entry into all sessions. In consideration of other attendees, please wear your name badge to all scheduled functions.

CERTIFICATION: IBTTA will forward a certificate of attendance to all who sign the attendance form at the IBTTA registration desk.

COMPETING EVENTS: It is against IBTTA policy for other organizations to schedule events or meetings during the program.

CONSIDERATIONS: During the meeting, please silence all cellular phones and take side conversations outside of the room.

DRESS: Business or business casual is encouraged for all sessions.

MEDIA: Members of the media are permitted to attend sessions only.

MEMBER PUBLICATIONS AND COLLATERAL: All members of IBTTA are welcome to place their publications in the registration area.

PRESENTATIONS: Presentations authorized for distribution will be available to IBTTA members only on IBTTA’s website within one week following the meeting.

RECORDING OF SESSIONS: Personal recording of any session is strictly prohibited. IBTTA reserves the right to video and record sessions for future repurposing.

REGISTRATION FEES AND EVENT TICKETS: Delegate and Speaker fees include all meals, functions and sessions. Tickets may be available to evening and other events.

SATISFACTION SURVEY: Please help IBTTA improve future meetings by completing the survey that will be emailed to you following the conference.

SPECIAL ACCOMMODATIONS: If you need special accommodations to fully participate in IBTTA events, please notify the staff at the IBTTA registration desk.

GET THE IBTTA MEETINGS APPScan this QR code with your smartphone to download the IBTTA Meetings app

All session descriptions, speaker bios and much more can be found in the

IBTTA Meetings app.


AGENDASUNDAY, JULY 28, 2019

8:00am – 9:00am REGISTRATION

(Lobby Level)

9:00am – 12:30pm TECHNICAL TOUR

SR 99 TUNNEL, TRAFFIC MANAGEMENT CENTER AND GOOD TO GO! CUSTOMER SERVICE CENTERBus will load 15 minutes prior from the 8th Avenue entrance of the hotel. Badges required.

Sponsored by:

1:30pm – 4:00pm EXHIBIT SET-UP

(Quinault)

1:30pm – 6:00pm REGISTRATION

(5th Floor Foyer)

2:00pm – 5:00pm PRE-CONFERENCE TRAINING

(Willapa)

LEAN SIX SIGMA WHITE BELT COURSE This three-hour course will cover the concepts of Lean and Six Sigma for both the process and service sides of tolling. Participants will be provided with an overview of Lean Six Sigma, and the DMAIC problem solving methodology. The overview will include techniques used for continuous process improvement such as problem definition, process flow diagrams, data collection techniques, measurement techniques, causes of process variation, and cause and effect diagrams. Participants will become familiar with the core concepts and critical success factors for achieving breakthrough results using Lean Six Sigma, with several tolling case studies being shared.

Participants in the Lean Six Sigma Training will receive their Lean Six Sigma White Belt Certification. It is the discretion of the governing body to determine any allowable Continuing Education Credits.

FACILITATOR: Catherine Larson, Larson Consulting Associates, Seattle, WA

5:00pm – 6:30pm WELCOME RECEPTION WITH EXHIBITORS

(Quinault)

MONDAY, JULY 29, 2019

7:00am – 5:00pm REGISTRATION

(5th Floor Foyer)

7:00am – 8:30am BREAKFAST WITH EXHIBITORS

(Quinault) (for all registered attendees)

8:30am – 9:00am GENERAL SESSION

(Elwha)

OPENING REMARKS Patrick Jones, Executive Director and CEO, IBTTA, Washington, DC

Chris Tomlinson, Executive Director, State Road & Tollway Authority and Georgia Regional Transportation Authority and President, IBTTA, Atlanta, GA

Patty Rubstello, P.E., Assistant Secretary, Urban Mobility and Access, Washington State Department of Transportation and Co-Chief Meeting Organizer, Seattle, WA

Kimberly Jackson, National Toll Marketing and Communication Program Manager – Transportation Consultancy, Jacobs and Co-Chief Meeting Organizer, Vashon, WA


(Elwha)

COMMUNICATORS IN CHIEF TELL ALL (OR MOSTLY ALL) Faster than a tweet. More powerful than a roadway complaint. Able to leap legislative requests in a single bound. Four toll executives from across the country will reveal their strategies to advance their mission through communication. With the premise that everyone is a communicator, from the customer service agent to the chief engineer, engage with Communicators in Chief on how they unite many communication elements so that the right message is delivered to the right audience. Explore what worked and what didn’t in an interactive session on all topics communication.

MODERATOR: Patrick Jones, Executive Director and CEO, IBTTA, Washington, DC

Chris Tomlinson, Executive Director, State Road & Tollway Authority and Georgia Regional Transportation Authority and President, IBTTA, Atlanta, GA

Anne Mayer, P.E., Executive Director, Riverside County Transportation Commission, Riverside, CA

Mike Heiligenstein, Executive Director, Central Texas Regional Mobility Authority, Austin, TX

Diane Gutierrez-Scaccetti, Commissioner, State of New Jersey Department of Transportation, Trenton, NJ

SOLD OUT

Seattle, WA • July 28-30, 2019 | 5

10:00am – 10:30am REFRESHMENT BREAK WITH EXHIBITORS

(Quinault)

10:30am – Noon BREAKOUT | COMMUNICATION

(Elwha)

CONNECTING WITH ELECTED OFFICIALS Elected officials can be your greatest champion or not. A healthy partnership between agencies and elected officials at all levels of government is essential to fulfill transportation and infrastructure needs and maintain public trust. Agencies and elected officials are increasingly exposed to diverse and conflicting constituencies, messages, and politics, making it all the more important to build and maintain relationships. Whether as part of an advocacy program in your state capital or the halls of Congress, or as part of your community outreach plan – what are best practices and pitfalls of engaging with elected officials? Whether you work at the local, state or federal level, this session will help you find success navigating policy for the benefit of a shared constituency.

MODERATOR: Lisa Thompson, Vice President, HNTB Corporation, Atlanta, GA

How to Decode ‘Engineering Speak’ For Your Customers, Elected Officials and Media Nancy St. Pierre, Director of Public Affairs and Elizabeth Tovarnak- Mow, P.E., Assistant Executive Director of Infrastructure, North Texas Tollway Authority, Plano, TX

The Importance of An Inclusive Approach to Government Relations Daniel Alvarez, Board Secretary, Tampa-Hillsborough Expressway Authority, Tampa, FL

Navigating Tough Conversations About Tolling Michelle Neiss, Ph.D., Chief Executive Officer, DHM Research, Portland, OR and Judith Gray, ODOT Region 1 Congestion Pricing Project Manager, Oregon Department of Transportation, Portland, OR

10:30am – Noon BREAKOUT | CHANGE MANAGEMENT

(Willapa)

UNDERSTANDING THE PEOPLE SIDE OF ORGANIZATIONAL CHANGE The most commonly cited influencer to determining the success or failure of change initiatives is people and creating a plan to educate and communicate about change differs depending on who your audience is. In this session, we will learn how different organizations brought stakeholders at every level through a major transition. Attendees can expect to leave this session with tips for creating their own plans to manage and implement change.

MODERATOR: Lauren Hakos, Training and Development Manager, Ohio Turnpike and Infrastructure Commission, Berea, OH

The Behavioral Insight Advantage Carletta Clyatt, Senior Vice President, The Omnia Group, Tampa, FL

What’s in Your Toolkit? Helping Employees During Change Diana Ensign, PHR, Director of Human Resources, Kansas Turnpike Authority, Wichita, KS

How Prioritizing Customers Over Concrete Starts from Within – A Case Study on Organizational Change Amanda Day, Founder/President, Day Communications, Winter Park, FL

Helping Customers and Coworkers Understand and Embrace Change Lori Olin, Customer Experience Communications Manager, Transportation Corridor Agencies, Irvine, CA Noon – 1:30pm LUNCH WITH EXHIBITORS & FEATURED SPEAKER

(Quinault) (for all registered attendees)

LUNCHEON SPEAKER: Roger Millar, P.E., FASCE, FAICP, Secretary of Transportation, Washington State Department of Transportation, Olympia, WA 1:30pm – 3:00pm BREAKOUT | COMMUNICATION

(Elwha)

STANDBY, 3-2-1 ROLL VIDEOIn a world where communicating can make or break a message, more and more agencies are using video and social media to relay their message. This session will look at ways video segments are now the new norm on promoting anything from a toll increase to billion-dollar initiatives. Learn how videos are being used in conjunction with social media to attract not only the media, but other stakeholders including customers. Hear about best practices, in-house production vs. agency production and how video can enhance your organization’s presence.

MODERATOR: Priya David Clemens, Director of Public Affairs, Golden Gate Bridge, Highway and Transportation District, San Francisco, CA

Big Projects, Small Budgets, Cool Videos Marla Dye, Senior External Affairs Management Analyst, Riverside County Transportation Commission, Riverside, CA

Video and Social Media Use in Traffic Operations and Traffic Incident Management Renee Vid Colborn, Public Information Manager, Pennsylvania Turnpike Commission, Harrisburg, PA

Communicating Today with Video, Visuals and Graphics Chris Stokes, Senior Vice President and Creative Director, Stokes Creative Group, Vincentown, NJ


AGENDA1:30pm – 3:00pm BREAKOUT | CHANGE MANAGEMENT

(Willapa)

TECHNOLOGY IN TRANSITION

Tolling technology is always evolving and will continue to do so as we enter a new age of transportation. The success of technology evolution relies heavily on the management and communication of the transition. Presenters in this session will share their experiences adopting new technology and how it affected multiple areas of their operation.

MODERATOR: Robert Horr, Executive Director, Thousand Islands Bridge Authority, Alexandria Bay, NY

BOS/CSC Implementation and Transition to a New Supplier – Lessons Learned from the Front Lines

Tawnya Clark, Chief Operating Officer, Cofiroute USA, Irvine, CA

Coordinating Customer Service with Roadway EvolutionKelli Roberts, Manager of Marketing and Business Development, Pennsylvania Turnpike Commission, Harrisburg, PA

Change Management as an Executive Role Rafael Hernandez, Director of Toll Operations, Tampa-

Hillsborough Expressway Authority, Tampa, FL

Mark Cantelli, Vice President, Product Development and Management, Conduent, Germantown, MD

3:00pm – 3:30pm REFRESHMENT BREAK WITH EXHIBITORS

(Quinault)

3:30pm – 5:00pm BREAKOUT | COMMUNICATION

(Elwha)

COMMUNICATION THERAPY We all have challenges. Many of those challenges have common themes and at least one of your colleagues has probably “been there, done that” and can offer a new idea, or just a shoulder to cry on. In this session our facilitator will engage the audience and lead an interactive discussion to help you talk through solutions to your most pressing challenges. Come share your pain points and we will overcome them together.

FACILITATOR: Mindy Peterson, Vice President, C2 Strategic Communications, Louisville, KY

3:30pm – 5:00pm BREAKOUT | CHANGE MANAGEMENT

(Willapa)

CONTRACTING FOR SUCCESS

Agencies and vendors have both recognized the need to refine contracting strategies, pricing structures, terms and conditions, and performance requirements to ensure mutual satisfaction and program success. This session features panelists from many sides of the

negotiating table who will share their perspectives on how contracts should be shaped and executed, in an interactive Q&A format.

MODERATOR: Samuel Johnson, Chief Operations Officer, Transportation Corridor Agencies and First Vice President, IBTTA, Irvine, CA

Mario Toscano, P.E., PTOE, President, Drive Engineering, Blue Bell, PA

Andy Fremier, P.E., Deputy Executive Director, Operations, Bay Area Toll Authority, Metropolitan Transportation Commission, San Francisco, CA

Marcelle Jones, Transportation Business Center Managing Leader, Stantec Consulting Services Inc., Dallas, TX

Jim Wilson, Southeast Tolls Program Director, TransCore, Orlando, FL

6:30pm – 9:30pm EVENING EVENT

HARD ROCK CAFE116 Pike Street, Upper levelEvent is within walking distance. Meet in hotel lobby at 6:15pm.

TUESDAY, JULY 30, 2019

7:00am – 2:00pm REGISTRATION

(5th Floor Foyer)

7:00am – 8:30am BREAKFAST WITH EXHIBITORS

(Quinault)(for all registered attendees)


(Elwha)

SR 99 ALASKAN WAY VIADUCT REPLACEMENT PROGRAM Communicating Across Multiple Decades, Agencies and Interests In 2001, an earthquake struck Seattle damaging sections of the Alaskan Way Viaduct, an elevated section of SR 99 along the waterfront. As a result, one of the most scrutinized public processes in state history began to replace the viaduct. Learn about the communication successes and challenges that the state, county, city and port experienced studying more than 90 alternatives leading up to the 2011 selection of the tunnel. After years of public debate and construction, in the February 2019, the largest diameter bored tunnel opened.

MODERATOR: Charla Skaggs, Principal Communications and Outreach Specialist, Maul Foster Alongi, Seattle, WA

Amy Turner, Senior Associate, EnviroIssues, Seattle, WA

Heather Marx, Director of Downtown Mobility, Seattle Department of Transportation, Seattle, WA

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Paula Hammond, P.E., Senior Vice President, National Transportation Market Leader, WSP USA, Seattle, WA

Clare Gallagher, Director, Capital Project Delivery, External Relations, Port of Seattle, Seattle, WA

9:30am – 3:00pm ROUNDTABLES

(Elwha and Willapa)

For many years, the IBTTA Roundtable sessions at the Communication Workshops have received rave reviews on our post-meeting surveys. This year, we’ve taken that feedback to heart and will be using roundtables as the format for information exchange throughout most the day. On page 8, you’ll see the topics of the 11 moderated roundtables. Attendees will have the chance to move from table to table at times throughout the day, with lunch and breaks in the exhibit hall at set times. This is a great opportunity for attendees to engage in interactive discussions on multiple subjects – come and enjoy!

10:15am – 10:45am REFRESHMENT BREAK WITH EXHIBITORS

(Quinault)

Noon – 1:30pm LUNCH WITH EXHIBITORS & FEATURED SPEAKER

(Quinault)

LUNCHEON SPEAKER: Mark Hallenbeck, Director, Washington State Transportation Center (TRAC), University of Washington, Seattle, WA

1:30pm –3:00pm ROUNDTABLES CONTINUE

(Elwha and Willapa)

3:00pm WRAP UP/ADJOURN

* All information subject to change.

Upcoming IBTTA Events*

www.IBTTA.org/events

SEPTEMBER 2019

87th Annual Meeting & ExhibitionSeptember 15-17, 2019 | Halifax Convention Centre Halifax, Nova Scotia, Canada | www.IBTTA.org/halifax

OCTOBER 2019

Global Tolling SummitOctober 27-29, 2019 | Altis Grand Hotel | Lisbon, Portugal www.IBTTA.org/lisbon

JANUARY 2020

Board & Committee MeetingsJanuary 8-10, 2020 | Hotel Colonnade | Coral Gables, FL

FEBRUARY 2020

Leadership AcademyFebruary 23-28, 2020 | Westin City Center | Washington, DC www.IBTTA.org/leadershipacademy

APRIL 2020

Technology SummitApril 2-4, 2020 (Thu-Sat) | Hilton San Diego | San Diego, CA www.IBTTA.org/sandiego

MAY 2020

Summit on Finance & PolicyMay 7-9, 2020 (Thu-Sat) | Hilton Denver City Center | Denver, CO www.IBTTA.org/denver

JUNE/JULY 2020

Board & Committee MeetingsJune/July 2020 | Location tbd

2021 Conference Planning Ideas RoundtableJuly 11, 2020 | Omni Louisville | Louisville, KY

Maintenance & Roadway Operations WorkshopJuly 12-14, 2020 | Omni Louisville | Louisville, KY www.IBTTA.org/louisville

SEPTEMBER 2020

Board & Committee MeetingsSeptember 11-12, 2020 | Hilton Austin | Austin, TX

88th Annual Meeting & ExhibitionSeptember 13-15, 2020 | Hilton Austin | Austin, TX www.IBTTA.org/austin

OCTOBER 2020

Global Tolling SummitOctober 18-20, 2020 | Hilton Buenos Aires | Buenos Aires, Argentina


ROUNDTABLES1 PARTNERING TO COORDINATE AND DELIVER UNIFIED

MESSAGES

FACILITATORS: Strategic Messaging Kim Pallari, Public Involvement Business Class Director, HDR, Sacramento, CA

Increased Customer Mobility Demands Interstate Messaging Kelli Roberts, Manager of Marketing and Business Development, Pennsylvania Turnpike Commission, Harrisburg, PA

We GoAT This! Nicole Vleck, MPA, Senior Public Involvement Representative, HNTB Corporation, Plano, TX

2 ROI ON MARKETING COMMUNICATIONS – HOW TO MEASURE IT

FACILITATORS: Don’t Just Measure the Home Runs Jeffrey Davis, APR, Managing Partner, Van Eperen, Baltimore, MD

ROI Measurement Approaches – The Pros and Cons Chris Sharman, MPA, Senior Vice President, Sherry Matthews Group, Austin, TX

3 ROI ON MARKETING COMMUNICATIONS – HOW TO GET YOUR ORGANIZATION TO CARE

FACILITATORS: Turning Marketing Fluff into Hard Dollars Earned Alexa Pecorella, Marketing and Public Relations Supervisor, E-470 Public Highway Authority, Aurora, CO

Ideas That Drive Great ROI Pat Riley, Vice President – Business Development, Cogensia, Schaumburg, IL

Tell Me About It Raphe Sciola, Senior Administrative Assistant, Rhode Island Turnpike and Bridge Authority, Jamestown, RI

4 WHY MOBILE APPS?

FACILITATORS: An App for New York City Malinda Foy, Director, MTA Bridges and Tunnels, New York City, NY

The History of the Tolling Industry’s First App for Account Maintenance Lori Olin, Communications Manager, Transportation Corridor Agencies, Irvine, CA

5 PHONE, EMAIL, TEXT OR TWEET – HELP THE MEDIA HELP THEMSELVES BY COMMUNICATING ON THEIR TERMS WHILE BECOMING YOUR AGENCY’S BEST STORYTELLER

FACILITATOR: Connecting with the Front Lines – Reaching Journalists in a Fast Pace Media World Carly Olexik, Director of Public Affairs, North Carolina Turnpike Authority, Raleigh, NC

6 LOOKING TO THE PAST TO PREPARE FOR THE FUTURE – WHY RESEARCH IS IMPORTANT TO COMMUNICATION SUCCESS

FACILITATOR: Using Research to Gain Insight Into Perceptions That Help Shape Successful Education Campaigns – Colorado Express Lanes Kristi Estes, APR, CEO, Communications Infrastructure Group (CIG), Denver, CO

7 FINDING PEOPLE WHERE THEY ARE – INNOVATIVE WAYS TO REACH YOUR CUSTOMERS

FACILITATORS: Creating Champions for Tolling Through a Grassroots Educational Campaign

Jessica Carson, Director of Operations, E-470 Public Highway Authority, Aurora, CO

Meeting People Where They Are Hillary DeLong, Public Involvement Manager and Logen Hodges, Public Involvement Representative, HNTB Corporation, Raleigh, NC

8 UNDERSTANDING WHO YOUR CUSTOMERS ARE AND MEETING THEIR NEEDS

FACILITATORS: When Making Cash Payments Possible, Makes Sense Brian Hutchings, Senior Communications Specialist, Central Florida Expressway Authority, Orlando, FL

How Can a 552-Mile Roadway Connect With, and Engage, Local As Well As Statewide Partners Renee Vid Colborn, Public Information Manager and Christine Baker, Marketing Coordinator, Pennsylvania Turnpike Commission, Harrisburg, PA

9 TAMING THE “BEAST” – TURNING OPPOSITION INTO TRANSPORTATION CHAMPIONS

FACILITATOR: Dee Anne Heath, Director of External Affairs, Central Texas

Regional Mobility Authority, Austin, TX

10 BRANDING – YOUR PROMISE TO CUSTOMERS

FACILITATOR: Back to Basics – Maine Turnpike Authority’s Recent Experience in Creating Branding Standards Erin Courtney, Public Outreach and Marketing Manager, Maine Turnpike Authority, Portland, ME

11 CREATIVE SPONSORSHIPS AND ADVERTISING PROGRAMS

FACILITATOR: Debunking the Myths of Turnpike Sponsorships and Advertising Programs Elizabeth LaBelle, Vice President of Marketing & Design, Travelers Marketing LLC, Wellesley, MA

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®

From the roadside to the back-offi ce, we deliver solutions to the toll and transportation industry that increase mobility, reduce congestion, optimize effi ciencies, and support high levels of customer service.

www.etcc.com

Seattle, WA • July 28-30, 2019 | 13

MANY THANKS TO OUR 2019 PLATINUM SPONSORS

®®


EXHIBITORS SPONSORSMaul Foster & Alongi, Inc. (MFA) is an integrated engineering, environmental science, communications, planning, Geographic Information Systems (GIS),

and health and safety services consulting firm with eight Pacific Northwest offices. MFA offers creative and award-winning professional services to clients representing diverse industry and municipal sectors. MFA employees exceed our clients’ expectations and deliver our work on time and on budget. We know that our success is directly tied to our clients’ achievements, and the responsibility for facilitating those achievements motivates MFA personnel both individually and collectively. www.maulfoster.com

Van Eperen is an award-winning integrated communications agency

specializing in public relations, marketing, social media, digital strategy and advertising. With offices in North Bethesda and Baltimore, Van Eperen is a woman-owned and operated small business, eligible to meet set aside goals. Founded in 2004, the Maryland firm has a robust team of professional who develop and deliver effective internal and external communications plans and programs, conferences/meetings, and materials. The team background includes public affairs and information offices, associations and nonprofits, newsrooms and the corporate world, and they fully understand the nuances necessary to work with government and non-government audiences. Van Eperen serves regional, national and international clients in the public and private sectors including Maryland state and county transportation authorities. www.vaneperen.com

GOLD SPONSOR

Jacobs is among the largest global providers of comprehensive engineering and

professional technical consulting services with a focus on delivering life-cycle solutions. Drawing upon a wide array of Jacobs resources across multiple industries and unique markets, Jacobs offers integrated and transformational services to the tolling industry and delivers customized and customer-driven solutions for its clients. Jacobs collaborates with toll industry clients in strategic and change management, risk analysis, investment grade traffic and revenue forecasts, roadside and back office toll system solutions, toll operations & management, toll policy development, and public-private partnership feasibility advice and delivery services. Talk to a Jacobs team member to find out how we can help you. www.jacobs.com

TECHNICAL TOUR SPONSOR

AECOM is a premier, fully integrated professional and technical services firm

positioned to design, build, finance, operate, and maintain infrastructure assets around the world for public- and private-sector clients. We provide our clients with technical excellence, innovation and vision, fusing best-in-class design, engineering, and operational expertise with local project knowledge and sensitivity. Ranked #1 in Transportation by Engineering-News Record, AECOM’s tolling experts solve today’s most complex mobility challenges and operate toll systems throughout the United States. From all-electronic tolling, interoperability and managed lane strategies, to integrated full service operations for both manual toll collection and electronic tolling Customer Service Centers, AECOM supports our clients in the delivery of tolling industry firsts, driving the way forward to a more mobile future. www.aecom.com

SILVER SPONSOR

The Stantec community unites approximately 22,000 employees working in over 400 locations across 6

continents. We collaborate across disciplines and industries to bring buildings, energy and resources, and infrastructure projects to life. Our work—professional consulting in planning, engineering, architecture, interior design, landscape architecture, surveying, environmental sciences, project management, and project economics—begins at the intersection of community, creativity, and client relationships. Since 1954, our local strength, knowledge, and relationships, coupled with our world-class expertise, have allowed us to go anywhere to meet our clients’ needs in more creative and personalized ways. With a long-term commitment to the people and places we serve, Stantec has the unique ability to connect to projects on a personal level and advance the quality of life in communities. Stantec has over 35 years of specialized traffic and revenue forecasting experience. We are a leader in preparing managed lanes feasibility and investment grade studies. www.stantec.com

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NOT A MEMBER? JOIN US! Contact Ancilla Brady [email protected] | 202.659.4620 x19

ARE YOU GETTING THE MOST OUT OF YOUR

IBTTA membership?Head to www.IBTTA.org/resources and access IBTTA’s member-only programs.

IBTTA is your go-to source for exclusive Toll Industry Resources and Market Intelligence. Take advantage of all of them today!

TOLLMINERTM – A TOLLING VISUALIZATION AND INTELLIGENCE TOOLThis interactive data powerhouse is THE source for key tolling industry data that only IBTTA members can search, analyze and mine. Get the guidance you need to make decisions on key questions facing your organization. Version 3.0 was just released and includes data on priced managed lanes, traffic and revenue and an updated interface for queries and reporting. Check it out!

PROCUREMENT CALENDAR – BUSINESS IS BOOMINGIBTTA member facilities are always innovating, building and evolving and finally, there’s a resource for members to track scheduled procurements. Don’t see your procurement on the calendar? Send it along and the IBTTA staff will post it. The current calendar reflects procurements through 2020 and beyond and it’s growing every day!

IBTTA EXCHANGE – SHARED DOCUMENT LIBRARY The brand new IBTTA Exchange is a collaborative tool where members share documents. Whether it’s language and ideas for job postings, best practices or preparing an RFP, there’s a myriad of usable documents that your colleagues have already posted to the Exchange. Spend some time using this resource and benefit from the collective expertise of your member community. And if you like what you see, add some documents that you’ve been working on over the years – the more resources the better for all IBTTA members.

IBTTA Membership – Moving Smarter.

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COMMUNICATION AND CHANGE MANAGEMENT SUMMIT · 1:30pm – 4:00pm EXHIBIT SET-UP (Quinault) 1:30pm...

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Transcript of COMMUNICATION AND CHANGE MANAGEMENT SUMMIT · 1:30pm – 4:00pm EXHIBIT SET-UP (Quinault) 1:30pm...