IMPROVE CUSTOMER EXPERIENCE


We are committed to providing our customers with safe and clean facilities, including clearing the road of snow and ice in the winter, providing quality concessions and cleanliness at service plazas. We periodically measure customer satisfaction through surveys. This data is measured by the following key results

ACHIEVE OVERALL FREE-FLOWING TRAFFIC GREATER OR EQUAL TO 99.5 PERCENT OF THE TIME

- Free-flowing traffic percentage year-to-date indicates amount of time customers encounter no delays on the Ohio Turnpike.

CLEAR SNOW AND ICE EVENTS IN LESS THAN 60 MINUTES

The current level of service expected to be met for Ohio Turnpike customers is to maintain a traversable pavement at all times consistent with storm conditions, and to strive to have the pavement in a wet-only condition within one-hour of storm cessation. The pavement is defined as the roadway portion between the yellow and white edge lines. Wet-only condition means there is no frozen precipitation on that pavement.

DEVELOP AND LAUNCH A CUSTOMER SATISFACTION SURVEY

- Launch a Customer Satisfaction Survey and a trial customer comment capture process by Sept. 1, 2020.

PROVIDE FREE AND RELIABLE WI-FI TO OUR CUSTOMERS AT ALL SERVICE PLAZAS

- Percentage of time that Wi-Fi is available to customers at all Ohio Turnpike Service Plazas.

SUCCESSFULLY LAUNCH A NEW CUSTOMER SERVICE CENTER AND ASSOCIATED WEBSITE

Tracking progress of anticipated successful launch of new Customer Service Center by 1st Quarter, 2021.

One of the Ohio Turnpike’s key initiatives to improve customer service is to launch a new E-ZPass Customer Service Center system (CSC).  This initiative is just one part of a comprehensive, multi-year Strategic Plan to modernize all aspects of the Turnpike’s toll systems. 
 
The CSC is the foundational “back office” for the administration of Ohio E-ZPass customer accounts and toll transactions.  It manages Ohio’s 440,000 E-ZPass accounts and 591,000 transponders, exchanges files with other E-ZPass tolling facilities, processes unpaid tolls and compiles toll system information for the Commission’s financial reporting purposes.  Expected customer benefits from the new CSC include improved communication and self-service capabilities through a fully redesigned website, interactive voice response system, Twilio SMS and Amazon Alexa digital assistant, stronger system security and quicker system responsiveness to customer account changes.  In addition, the new CSC will equip Turnpike Customer Service Representatives with the modernized capabilities necessary to consistently render excellent support for all customer needs. 
 
Implementation of the Commission’s new CSC is nearing completion.  Deployment is anticipated for early 2021.  Upon deployment, the new CSC will interface with the Commission’s existing toll collection system (TCS).  Another part of the Commission’s Strategic Plan, the comprehensive modernization of the TCS, is also currently in development and anticipated for completion in early 2023.  
 
Once completed, the combination of the new CSC and the new TCS will ensure that the Ohio Turnpike provides customers with “A Better Way to Travel” for many years to come!