MassDOT upgrades E-ZPass customer services

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The Massachusetts Department of Transportation (MassDOT) has selected the company that will upgrade the customer service experience for users of the state’s E-ZPass tolling network. TransCore will deliver accurate financial accounting, comprehensive transaction processes and customer service operations for MassDOT’s E-ZPass Service Centers. With over 25 years of experience in designing back office software and operating customer service centers, the company will implement its Integrity system to process more than 160 million MassDOT transactions each year. As the state moves to a 100% cashless tolling system 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. The module can also be integrated with local retail outlets 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 state’s six walk-in centers, where tolling customers can update account information and view or print monthly account statements online. The customer service walk-in centers and main office will be staffed with employees from the Commonwealth area.

“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’s highway administrator, Frank DePaola. “This is a major modernization effort and we want to ensure that our customers have easy access to their records from a system that is safe, secure and protected.” Ron Rahn, vice president of New England projects for TransCore, commented, “We are grateful to partner with MassDOT, providing the residents and visitors of the Commonwealth with a convenient, reliable tolling experience. Our Massachusetts’ staff utilizes these facilities every day and takes great pride in providing exceptional customer service to their fellow patrons.”

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Tom has edited Traffic Technology International magazine and the Traffic Technology Today website since he joined the company in May 2014. Prior to this he worked on some of the UK's leading consumer magazine titles including Men's Health and Glamour, beginning his career in journalism in 1997 after graduating with a law degree from the London School of Economics (LSE).

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