Case Study: Lane Remote Function (LRF)

Background

As traffic volumes increase, managing toll transactions especially cases where vehicles at exit lanes with Long Journey Time (an abnormally prolonged duration between entry and exit time) has become more challenging. While many of these cases are legitimate due to congestion or operational activities, others can lead to incorrect toll charging and revenue loss. Manual validation is time consuming and inconsistent, particularly during peak and festive periods.

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Business Need

The business needs a simple and flexible way to manage these long-journey cases efficiently reducing unnecessary manual checks, protecting revenue from repeat violations and fraud, and ensuring fair and consistent toll charging across all lanes, with clear visibility for management. Triggers an alert to the plaza supervisor in real-time, and the supervisor has the ability to apply normal toll fare or penalty toll fare rate (entry from furthest point). Before deciding, supervisors will validate the transaction by searching the entry information within LRF interface. Automation of normal fare charging for whitelisted user and penalty fare for hotlist user significantly reduced supervisor intervention and validation effort to reduce transaction response time.‍

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Challenges

Several operation challenges:

• Revenue leakage risk
  Incorrect changes could directly impact toll revenue.
• High operational cost
  Each plaza required dedicated manpower to operate each lane.
• Lack of centralized visibility
  Headquarters had limited real-time insight into lane status across plazas, making governance and reporting difficult.

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Close Collaboration Made It Possible

The success of the Lane Remote Function was driven by close collaboration between operations, technology, and business stakeholders.

• Operations teams provided real-world workflows, pain points, and SOP requirements from plaza-level execution.
• Technology teams designed a centralized platform with real-time lane control, role-based access, and audit logging.
• Business stakeholders aligned the solution with cost optimization and revenue protection goals.

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Result

The Lane Remote Function delivered clear improvements across both business and operations:

• Revenue assurance
  Potential vehicle misclassifications are identified early and corrected before toll charges are applied, helping to prevent revenue loss from undercharging and avoid customer complaints caused by overcharging.
• Reduced response time
  Automation of normal fare charging for whitelisted user and penalty fare for hotlist user significantly reduced supervisor intervention and validation effort.
• Lower operational burden
  With centralized lane control, teams no longer need to be physically present at every lane to manage lane operations. This allows day-to-day activities to be handled more efficiently from plaza.
• Improved governance and visibility
  Clear and complete audit trails for all lane operations, ensuring that every action is traceable to an authorised user.