The customer service walk-in centers and main office will be staffed with employees from the Commonwealth area.
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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. 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. This module can also be integrated with local retail for financial reconciliation.
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. 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.
“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.” “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.
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. By TransCore Multi-year, $205 million contract for financial account management and customer service operations
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