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ezdrivemaMassDOT today provided a six-month update to its Board of Directors on notable accomplishment and achievements in the areas of tolling operations, customer service, and roadway reconstruction after successfully implementing All Electronic Tolling (AET) along I-90 (the Massachusetts Turnpike) on October 28, 2016.

“We are pleased to report that operations have been efficient in servicing our more than 4.3 million All Electronic Tolling accounts and ensuring we meet our goals of toll operability, excellent customer service, and an efficient toll demolition and road reconstruction process,” said Transportation Secretary and CEO Stephanie Pollack. “Thanks to the hard work of MassDOT tolling and construction personnel and everyone involved in this transition, our AET system is performing as it was designed to perform. In addition, toll demolition and road reconstruction operations are on or ahead of schedule at all locations and data shows that drivers are already experiencing reduced travel time.”

Notable accomplishments and achievements made in the past 6 months include:

  • MassDOT’s All Electronic Tolling system is designed to be greater than 99% accurate and data shows accuracy rate has been greater than 99%.
  • MassDOT is serving 4.3 million accounts under the current AET program, including 1.9 million E-ZPassMA accounts and 2.4 million Pay By Plate accounts.
  • As of May 1, 2017 there were approximately 3.2 million E-ZPassMA transponders in circulation. As a result of public outreach, the number of E-ZPassMA transponders in circulation increased from April 30, 2016 to April 30, 2017 by 587,000, a 22.3% increase.
  • MassDOT consistently maintains an 86% rate of transactions paid with an E-ZPass transponder.  This one of the highest levels of toll transponder use of any state in the U.S.
  • In the month of February, drivers heading into Boston along I-90 eastbound from the intersection of I-90/I-95 during the morning commute experienced up to 7 minutes of time savings compared to travel along the same route in February 2016.
  • MassDOT has opened 3 new walk-in customer service centers over the last year, in Lee, Ludlow, and an improved location in East Boston. MassDOT’s customer service vendor has also more than doubled the number of call center employees, from 156 in October 2016 to 348 in April 2017.
  • The EZDriveMA customer service phone center receives an average of approximately 200,000 calls per week, and despite this large call volume, customers are served efficiently. For example, over the last 3-5 months, there has been a dramatic reduction in call wait times, as MassDOT has experienced a 90% decrease in the average wait time from December compared to first week of May.
  • After the launch of All Electronic Tolling, MassDOT implemented a grace period for Pay By Plate customers, after suggestions from the public and MassDOT Board.
  • Over 16,000 individuals have already utilized MassDOT’s Grace Period and converted their Pay By Plate account to an E-ZPassMA account, allowing them to receive the transponder discount.
  • The grace period ends today for existing Pay By Plate customers, however, after today, any customers being invoiced the first time for Pay By Plate will have a grace period during which they can sign up for a free E-ZPassMA transponder and pay the lower rate.  The end of the grace period does not mean drivers will be charged any additional fees, only that the period to receive a credit for converting accounts is ending for existing customers.
  • This past weekend, MassDOT demolished eight toll booths and removed plaza infrastructure at the Sumner Tunnel in Boston, and due to progress made during these operations, the Phase One work at the Sumner Tunnel entrance was completed ahead of schedule.  MassDOT is working with the City of Boston to monitor the traffic flow and make adjustments to ensure that the flow of traffic is optimized in this initial phase.
  • Toll demolition and road reconstruction activities are continuing on or ahead of schedule at all 23 work zones on I-90, and construction activities are scheduled to be completed by the end of 2017.  A substantial amount of work continues to take place off road, on the other side of the barrier, to build the final traffic alignment.  This includes: underground tunnel excavation, removal of toll buildings, hazardous materials removal and abatement, rock cut/blasting, new roadway construction, excavation, grading and alignment, new drainage, as well as the installation of guardrail and highway barrier.
  • Revenue collections are at or above forecast through March, meaning MassDOT is on target for its estimates. This is a clear indication of a healthy and successful system that is accurately billing customers and receiving payments.

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