Washington State Department of Transportation CSC

 Washington State Department of Transportation

In January 2010, the Washington State Department of Transportation (WSDOT) selected ETC Corporation (ETC) to provide the systems and operations to support its new Statewide Customer Service Center (CSC). A primary goal of WSDOT is to enable drivers to use their Good To Go! accounts at any tolling facility in the state with one account, one transponder, and one customer service center contact. ETC will take over operation of customer service activities for the Tacoma Narrows Bridge and SR 167 HOT lanes, initiate customer service activities for the SR 520 bridge, which will begin all-electronic tolling in Spring 2011, and provide services for all new WSDOT tolled facilities that open over the course of the contract.

ETC will open two satellite walk-in facilities and a central service center in the greater Seattle area. ETC’s suite of customer service back office applications are being delivered via ETC’s Software-as-a-Service (Saas) with the solution hosted at ETC’s Richardson, Texas technology center.

Significant features of the Statewide CSC Project. The WSDOT Statewide CSC project has several significant features:

  • Hosted Solutions – All back office and customer service center systems are hosted at ETC’s technology center in Richardson, Texas with a secondary, disaster recovery site at ETC’s Lisle, Illinois location.
  • Video Tolling – The system will support both transponder- and image-based accounts.
  • Integrated Customer Self-Service – The solution will include a tightly integrated IVR and Web site, including integrated, real-time smart-phone access, permitting 24-hour customer service for WSDOT customers through their service channel of choice.
  • Multiple CSC Facilities – ETC will establish, staff, and operate a primary customer service center in the greater Seattle area along with two satellite service centers in east and west King County, Washington.
  • Integration with Multiple Roadside Systems – The back office solution will be integrated with ETC’s roadside system providing High Occupancy Toll (HOT) Lane and dynamic pricing for WSDOT’s SR 167 project as well as roadside systems provided by others, providing a single customer service center for all WSDOT toll customers. ETC’s solutions will support multiple types of toll collection, including traditional, all-electronic, and HOT.