As part of a system-wide initiative to update its tolling technology and services, the Maryland Transportation Authority (MDTA) has selected TransCore to design, build, operate and maintain an advanced customer service center system that enhances the overall road-user experience and provides flexibility for future MDTA operations.
The 10-year US$272m contract will see TransCore deliver a next-generation solution for Maryland’s toll account management and customer service operations. The award follows hard on the heels of the MDTA’s announcement that Kapsch TrafficCom will replace, upgrade and maintain all Maryland’s roadside toll collection equipment, with the deployment expected to be completed by 2020. Data from the Kapsch network will feed TransCore’s new back office management suite.
TransCore will implement its Integrity back office system to process transactions from MDTA’s eight tolled facilities, provide financial and enterprise reporting, and expand existing interaction with the Maryland Department of Transportation (MDOT) Motor Vehicles Administration, the E-ZPass toll collection system and Interagency Group (IAG), and law enforcement stakeholders.
Enhanced online functionality will enable motorists to review and replenish their accounts, conveniently make payments, and update customer information online, as well as sign up for roadway and account updates via email, SMS text messaging, and new social media applications.
In addition to developing new online functionality, TransCore will also build and operate a state-of-the-art customer service center, providing enhanced facilities and an improved experience for the MDTA’s customers.
Acting in close partnership with the agency, TransCore will establish a major new base of operation in Maryland, which it hopes will result in significant economic benefits to the state and its citizens, while expanding the company’s presence in the USA’s Mid-Atlantic region.
With over 25 years of experience designing back office software and operating customer service centers, TransCore has installed 39 toll-fee processing systems worldwide and currently processes more than one billion back office toll transactions each year.
“Our goal is to revolutionize the way E-ZPass Maryland does customer service. We look forward to our partnership with TransCore to provide our customers with the level of customer service they deserve,” said MDTA’s executive director, Kevin C Reigrut. “This next generation of our tolling system will enable us to support our customers and operations for many years into the future.”
TransCore president Tracy Marks commented, “We are honored that MDTA has placed its trust in us to deliver an integrated solution that provides its tolling customers and community partners with the highest levels of convenience, reliability, and security.
“We remain focused on delivering the best products, services, and value to our customers, and are excited for the opportunity to partner with an agency like MDTA who shares in this vision to deliver the same value to their customers.”