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Toll service improvements coming to Texas

Drivers using the toll road network in Texas will soon have new and improved account access and payment options available for their TxTag billing services. In September 2013, the Texas Department of Transportation (TxDOT) signed a five-year contract, worth approximately US$100m with Xerox to manage toll-road operations across the state. The company’s customer service operations center in Austin currently processes more than 8 million monthly toll transactions, while managing 750,000-plus accounts, as well as covering tasks that include license plate image review and bill collection. Xerox is also in charge of physical maintenance of toll plaza buildings and oversees the courtesy patrol fleets that TxDot maintains on toll roads in Austin, providing roadside assistance.

Xerox is now streamlining all of the agency’s toll billing operations to provide customers a more seamless and efficient account experience. The new toll billing system will offer faster customer service, simpler account maintenance, streamlined billing, including: all account charges in one redesigned billing statement; an upgraded website will offer live chat support; a new smartphone website to manage accounts; alerts via SMS text message; simplified login to accounts; and a new automated phone system for making payments, updating account information, checking account balance and recent tolls.

The TxTag saves customers 25% on tolls and it can be used on toll roads across Texas. The new system is expected to be fully implemented by mid-summer. Announcing the new system, TxDOT executive director, J F Weber, said, “We’ve heard from our customers and look forward to offering improved TxTag billing services that will help them access their account information and pay a bill without waiting in long lines or on hold.”

June 11, 2014

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