After cash toll collection ended on Orange County’s toll roads on May 14, a program was implemented to ease drivers’ transition to the new all-electronic toll collection system. The transition program — originally put in place through the long Labor Day weekend — has been extended as The Toll Roads continue to evaluate data about usage, payments, feedback from customers and reports from customer service representatives.
“We will keep the transition program in place while we monitor how drivers are using the roads as summer winds down, tourism lightens and many people get back to their commuting routines,” said Mike Kraman, acting CEO of The Toll Roads. “We also want to keep the transition program in place as we make improvements to our customer service functions to better serve our customers.”
As part of the transition program:
• Penalty fees for first-time violations are waived if the tolls incurred are paid within 30 days of receiving a notice of toll evasion. Approximately 40 percent of violation notices are sent to people who have never before received a violation notice.
• Drivers without a pre-established tolling account can pay tolls online within seven days after driving the roads using the One-Time-Toll™ payment option. One-Time-Toll was developed to be used within 48 hours of driving the roads. Data is being reviewed to determine if the One-Time-Toll payment timeframe will be extended permanently.
The following improvements have been (or are being) implemented:
• Additional road signs have been installed. There are now 414 signs on the roadway informing drivers that they are on a tolled road; that cash is not accepted; that tolls can be paid electronically via a pre-established account or online using the One-Time-Toll payment option; and that a violation will be issued if tolls are not paid.
• Information about the closure of cash booths and how to pay online has been added to changeable message signs located on freeways leading to The Toll Roads.
• Information about the penalty relief for first-time violations is inserted into first-time violation notices. The notice also includes information about how to sign up for a FasTrak® or ExpressAccount® for future trips.
• To support the conversion, 14 employees were added to the customer service department. Six additional temporary customer service representatives have been added and 20 more are in the process of being added.
• Forty-six additional phone lines are being added to the customer call center. To accommodate callers.
• Adjustments have been made to information on the website to address common questions.
• Outreach programs to the general public; Spanish-speaking community; tourism industry; rental car agencies; seniors; college campuses; and military are being expanded and revamped as needed.
Approximately 250,000 people drive The Toll Roads every day as a way to avoid traffic congestion and save time. A majority of customers — 91 percent — pay with either a FasTrak, ExpressAccount or with the One-Time-Toll online payment feature. Since May 14, 65,269 ExpressAccounts® have been opened and 440,267 drivers have paid using One-Time-Toll™
Five ways to pay tolls on The Toll Roads:
1. FasTrak: Establish a prepaid account, pay tolls that are $1 less than all other drivers pay and receive a transponder that allows you to pay tolls electronically on every tolled bridge, lane and road in California.
2. Charge ExpressAccount: Establish an account with no prepayment. Drive The Toll Roads and your daily tolls are charged to your credit card. You cannot use this account to pay tolls on any other bridge, lane or road.
3. Invoice ExpressAccount: Establish an account with no prepayment. Drive The Toll Roads and, at the end of the month, receive an invoice for your accumulated tolls. This account includes an invoice fee. You cannot use this account to pay tolls on any other bridge, lane or road.
4. Prepaid ExpressAccount: Establish a prepaid account. Drive The Toll Roads and tolls are deducted from your prepaid account. You cannot use this account to pay tolls on any other bridge, lane or roads.
5. One-Time-Toll payment option: Drive The Toll Roads and within 48 hours after your drive, use our website or free app to pay your toll(s) with a credit card.