02 Mar MassDOT Selects TransCore to Upgrade and Enhance E-ZPass Customer Service Experience
Multi-year, $205 million contract for financial account management and customer service operations
NASHVILLE, Tenn.–(BUSINESS WIRE)–The Massachusetts Department of Transportation (MassDOT) has selected TransCore to deliver accurate financial accounting, comprehensive transaction processes and customer service operations for its E-ZPass Service Centers.
“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 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.”
With over 25 years of experience in designing back office software and operating customer 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 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.
“We are grateful 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 utilizes these facilities every day and take great pride in providing exceptional customer service to their fellow patrons.”
A leader in the transportation industry, TransCore provides innovative, technical solutions and engineering services for applications encompassing next generation Open Road Tolling and Traffic Management Systems. Radio Frequency Identification systems secure access for airports, hospitals, parking garages, border patrols, trucking fleets and rail carriers. TransCore also operates tolling customer service centers for departments of transportation throughout the U.S., Puerto Rico and Middle East.
Based in Nashville, Tenn., TransCore is a wholly-owned subsidiary of Roper Industries, a diversified technology company in the S&P 500, Fortune 1000 and Russell 1000 indices. Follow TransCore on LinkedIn and visit us at http://www.transcore.com.
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MassDOT Selects TransCore to Upgrade and Enhance E-ZPass Customer Service Experience (Photo: Business Wire)