TransCore to deploy new Customer Service Center system for Ohio Turnpike


As part of its Toll Collection System Modernization Strategy, the Ohio Turnpike and Infrastructure Commission (OTIC) has selected TransCore to design and implement its next generation Customer Service Center (CSC) system.

With over 25 years of experience designing back office software for tolling systems, TransCore has installed 39 back office systems worldwide and securely processes more than one billion back office transactions each year. The Tennessee-based company began its long-standing relationship with the Ohio Turnpike in 1975, providing critical maintenance, communication, and toll information systems. Today, in addition to developing the new Customer Service Center system, TransCore will continue to provide OTIC with its statewide toll collection system and customer service maintenance services. As part of the agency’s modernization and upgrade program, the new CSC system will enhance the customer experience by offering multi-faceted communications and trusted data security along the 241 miles (388km) long Ohio Turnpike, while also providing the flexibility to support future technology advances.

For the Turnpike’s modernization initiative, TransCore will implement its Integrity Back Office System to provide innovative, easy-to-use enhancements in how customers access and manage their toll accounts and payments, including customer notifications and live chat, and a self-service feature on a new E-ZPass Ohio website. The Integrity software system incorporates the business logic, customer service relationship management, and accounting needs specific to tolling in a highly stable and reliable solution. The Integrity platform’s advanced technology significantly improves all phases of customer management from transponder purchase and maintenance of accounts to transparent financial management and payment processing.

The Integrity platform’s design reduces operational costs and enhances the end user’s experience through an efficiently designed graphical user interface for account management, toll-by-plate image review, and financial accounting functionality. The Integrity back-office system features:

  • Fully Integrated Accounting, with a feature-rich, comprehensive accounting module that is a proven tool to accurately record and present a toll system’s financial picture at any point in time;
  • Dynamic Business Rules, with a configuration module that allows agencies to readily modify anything from toll rate structures to account types without programming or code changes. The integrated Rule Manager enables complex business rule modifications to be made in less than a week, rather than months;
  • Business Intelligence through a robust, responsive, and accurate reporting system, that offers up-to-date operational information, which is readily available for monitoring and analysis, to optimize efficiencies, and ensure customer service is continually refined.

“For over 40 years, we have had the distinct honor of partnering with the Ohio Turnpike and Infrastructure Commission in deploying best-in-class tolling services,” said TransCore vice president and northeast region managing director, Sean Persaud.  “We are excited to embark on this new, customer-focused initiative that will provide innovative, adaptable, and sustainable support and services to the people and businesses of Ohio.”

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Adam joined the company in 1994, and has been News Editor of TTT since 2009. In his other role as Circulation Manager, he helped create the original Traffic Technology International distribution list 23 years ago, and has been working on it ever since. Outside of work, he is a keen fisherman, runs a drumming band, and plays an ancient version of cricket.