TransCore

The Massachusetts Department of Transportation (MassDOT) in the US has awarded a $205m contract to TransCore for financial account management and customer service operations.

As part of the contract, TransCore will provide financial accounting, comprehensive transaction processes and customer service operations for MassDOT E-ZPass Service Centers.

MassDOT highway administrator Frank DePaola said: "As we start the process to upgrade our tolling technology, it is also important for us to enhance our delivery of customer service.

"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 want to ensure that our customers have easy access to their records from a system that is safe, secure and protected."

TransCore will process more than 160 million MassDOT transactions annually by implementing its integrity system, which offers an E-ZPass interoperability module to manage more than 1.9 million local transponders.

The module, which can also be integrated with local retail for financial reconciliation, will also manage pay-by-plate images, all out-of-state vehicles and link each transaction to the proper customer account.

It will also support a secure mobility module for mobile devices as an alternative to the centre where tolling customers will be able to update account information and view or print monthly account statements online.

All aspects pertaining to customer service, including assisting tollway customers with invoiced payments, replenishing customer accounts, and coordinating the distribution of toll tags will be handled by TransCore.

TransCore New England projects vice-president Ron Rahn said: "We are grateful to partner with MassDOT providing the residents and visitors of the Commonwealth with a convenient, reliable tolling experience.

"Our Massachusetts’ staff utilises these facilities every day and take great pride in providing exceptional customer service to their fellow patrons."

Image: TransCore will upgrade MassDOT’s E-ZPass customer service experience. Photo: courtesy of Business Wire.