MassDOT upgrades E-ZPass customer service

TransCore has been awarded a multi-year, US$205 million contract by Massachusetts Department of Transportation (MassDOT) to deliver accurate financial accounting, comprehensive transaction processes and customer service operations for its E-ZPass Service Centers. TransCore will implement its Integrity system to process more than 160 million MassDOT transactions each year. As the State moves to a cashless tolling solution, Integrity offers an E-ZPass interoperability module to manage more than 1.9 million lo
March 3, 2015 Read time: 2 mins
RSS139 TransCore has been awarded a multi-year, US$205 million contract by 7213 Massachusetts Department of Transportation (MassDOT) to deliver accurate financial accounting, comprehensive transaction processes and customer service operations for its E-ZPass Service Centers.

TransCore will implement its Integrity system to process more than 160 million MassDOT transactions each year. As the State moves to a cashless tolling solution, Integrity offers an E-ZPass interoperability module to manage more than 1.9 million local transponders, pay-by-plate images, and all out-of-state vehicles, accurately linking each transaction to the proper customer account. This module can also be integrated with local retail for financial reconciliation.

TransCore will manage all aspects of customer service, including assisting tollway customers with invoiced payments, replenishing customer accounts to keep accounts in good standing, and coordinating the distribution of toll tags. For added customer convenience, Integrity will support a safe and secure mobility module for mobile devices as an alternative to one of the six walk-in centres, where tolling customers can update account information and view or print monthly account statements online.

“As we start the process to upgrade our tolling technology, it is also important for us to enhance our delivery of customer service,” said MassDOT Highway Administrator Frank DePaola. “This is a major modernisation effort and we want to ensure that our customers have easy access to their records from a system that is safe, secure and protected.”

“We are pleased to partner with MassDOT providing the residents and visitors of the Commonwealth with a convenient, reliable tolling experience,” said Ron Rahn, vice president of New England projects for TransCore, and resident of Massachusetts. “Our Massachusetts’ staff utilises these facilities every day and take great pride in providing exceptional customer service to their fellow patrons.”
Charging, Tolling & RUC

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