Staffing Structure at Toll Plazas

• Toll plazas are typically staffed with both permanent employees and contract workers, depending on the size and location of the toll.
  
• Personnel are required to handle a variety of tasks, including cash collection, electronic toll system maintenance, and customer service.
  
• Key roles include toll collectors, supervisors, security personnel, and technical staff for managing digital systems and equipment.
  
• Larger toll plazas, especially on highways and expressways, may have specialized roles such as traffic management officers and maintenance staff.
  
• Employees are trained to manage toll operations efficiently and ensure smooth traffic flow, especially during peak hours.
  

Electronic Toll Systems and Staffing Requirements

• With the implementation of Electronic Toll Collection (ETC) systems like FASTag, the staffing requirements at toll plazas have evolved.
  
• Fewer staff are needed for cash collection due to the shift to automated, contactless toll payments.
  
• However, technical personnel are essential to maintain and troubleshoot the electronic toll systems, RFID scanners, and transaction processing software.
  
• Toll plazas with high traffic may employ additional customer service staff to assist users with FASTag issues or resolve disputes.
  
• Staff is also trained to manage manual lanes where cash payments are still required, ensuring that these lanes remain operational.
  

Management and Supervision at Toll Plazas

• Toll plazas are generally managed by private contractors, government agencies, or a public-private partnership (PPP) model.
  
• Private operators often oversee day-to-day operations, ensuring that toll collection is efficient and revenue is accurately recorded.
  
• State or central authorities, such as the National Highways Authority of India (NHAI), provide regulatory oversight to ensure compliance with tolling rules.
  
• The toll management system includes monitoring toll collections, conducting audits, and ensuring that infrastructure is well-maintained.
  
• Supervisors and managers at toll plazas are responsible for ensuring that toll operations are running smoothly, coordinating staff schedules, and resolving any operational issues.
  

Security and Safety Measures

• Security personnel are deployed at toll plazas to ensure the safety of both staff and commuters.
  
• They are tasked with managing traffic flow, especially during high-volume periods, and preventing toll evasion or fraud.
  
• CCTV cameras and other surveillance equipment are used to monitor activity at toll plazas for security and compliance purposes.
  
• Toll plazas located in remote or less-secure areas may have armed guards or additional security protocols.
  
• Regular emergency drills and safety training are provided to ensure that staff is prepared for accidents or emergencies.
  

Operational Hours and Shift Management

• Toll plazas operate round-the-clock, with staff working in shifts to ensure that toll collection is continuous.
  
• Larger toll plazas, especially those on busy highways and expressways, require multiple shifts to handle peak traffic times, such as during holidays or rush hours.
  
• Shift managers are responsible for overseeing staff during their designated hours, ensuring efficiency, and addressing any operational challenges.
  
• Breaks and rest periods are provided to staff to maintain focus and reduce fatigue, particularly during long shifts.