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A. Lee Graham

Reporter

The North Texas Tollway Authority plans to implement customer service enhancements to ease the billing process, as well as increase the number of locations to get a TollTag and offer new TollTag options for infrequent users. 

“We’re launching new options that connect with our customers, simplify our processes and make driving our toll roads – with a TollTag or with ZipCash – the best option for getting around town,” said NTTA Chairman and former Fort Worth Mayor Kenneth Barr in a news release.

“These changes come on the heels of a year-long program aimed at better serving our customers and addressing their suggestions and feedback,” Barr said.

Following completion of a 90-day grace period that allowed customers with outstanding tolls to pay overdue tolls without fees, the agency is introducing a new fee structure. The idea is to encourage early payment.

Initial ZipCash invoices will entail no fees. First notices of non-payment will include a $10 administrative fee; second notices, an additional $25 administrative fee. The practice replaces a per-toll to a per-invoice fee. The agency describes the new invoices as similar to many of the other bills customers already receive.

ZipCash customers can expect monthly bills similar to their credit card or utility bills. Invoices will be color-coded to reflect the status of the oldest transactions. Currently, ZipCash customers are billed with up to 30 transactions per invoice at irregular timing.

New TollTag stores are planned, as well, with Fiesta Marts set to become TollTag distribution points later this fall, and three new Fort Worth car dealerships planning to distribute TollTags.

A list of all 266 locations where drivers can get a TollTag is available at www.ntta.org.

Meanwhile, the agency has increased phone line capacity by 200 percent with additional circuits.  The move is expected to reduce on-hold times and speed up service. The agency also stepped up notifications via email and phone calls to inform TollTag customers of any discrepancies with their accounts, such as expired or invalid credit cards. 

The North Texas Tollway Authority, a political subdivision of the state of Texas, acquires, constructs, maintains, repairs and operates turnpike projects in the north Texas region.

 

lgraham@bizpress.net

 

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