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!