SEATTLE – Upgrading the Good To Go! website and improving customer service are top priorities for the Washington State Department of Transportation (WSDOT). Customers have found it challenging to access and set up accounts since the new Good To Go! customer service center opened Feb. 15. WSDOT is listening to customer feedback and making improvements to the new system.
In response to feedback, Good To Go! customer service vendor Electronic Transaction Consultants (ETCC) reconfigured the website to reduce download times and security requirements while maintaining account security. ETCC also hired additional customer service staff, installed more phone lines and is upgrading the website to improve the customer experience.
Despite these challenges, thousands of customers are signing up for Good To Go!. WSDOT has sold nearly 20,000 passes and established 18,000 new accounts while fielding 22,000 calls since the Feb. 15 launch.
“We are still experiencing a high volume of requests that at times exceed our current capacity,” Toll Division director Craig Stone said. “We’re working closely with ETCC to fix these problems as soon as possible. We apologize for the delays our customers are experiencing and ask for their continued patience.”
Since launching the new system, customers have faced long wait times and dropped calls when contacting the service centers. Customers accessing the new website have expressed frustration with long download times, enhanced security requirements and incompatibility with certain Web browsers.
“Customer satisfaction is of the utmost importance to us,” ETCC CEO Tim Gallagher said. “We have been challenged in the first weeks of operations given the higher-than-expected call volumes and are working closely with WSDOT to meet the expectations of our customers. We are working diligently to make the needed changes to meet the high demand for the Good to Go! program.”
Existing customers received an e-mail this past weekend encouraging them to update their security settings for the new Good to Go! system. This significantly increased website visits and calls to the customer service centers, which in turn increased wait times and dropped calls.
ETCC is implementing a new online web feature that simplifies the process for existing customers who forgotten their PIN codes. This process is expected to be in place by Monday, March 7 and will allow existing customers to update their settings without having to call the customer service center.
Other improvements scheduled for next week include adding a high-capacity telephone system, doubling phone lines to 96, and hiring 45 new customer-service representatives to reduce call wait times and improve customer service.
WSDOT encourages customers to wait until next week to sign up for Good To Go! accounts. Existing customers who use the auto-replenish feature can be assured their accounts are functioning and will not run out of funds. Customers whose account balances are low or in the negative and do not use auto-replenish should contact customer service at 1-866-936-8246. Please be advised that call volumes are still high at this time. The best times to call are from 7 to 9 a.m. and 6 to 7 p.m. Customers who are unable to get through to a customer service representative should send an e-mail to email@example.com.