Washington's 'Good To Go!' Outage Shifts To Early July

SEATTLE — Originally scheduled to begin June 18, a two-week interruption for "Good to Go!" tolling accounts will instead start in early July, according to the Washington State Department of Transportation. Now slated to begin July 2, the outage will allow WSDOT to overhaul its out-of-date online billing system — which went live a decade ago — and switch contractors for its customer service call center.

In delaying the upgrade until next month, WSDOT said "critical issues related to customer billing and accounting" needed to be fixed before the transition to the new system can take place.

"The testing process worked as intended, as we are identifying and working through these issues with our vendor," said Edward Barry, director of the WSDOT Toll Division. "Our goal has always been to ensure that our transition is as smooth as possible for our customers, so we are being conservative in these final steps before shutdown."

Once the changeover begins, nearly 2 million customers will be unable to call customer service, access accounts, pay or dispute tolls online, or otherwise get help. However, the interruption will not mean a free ride, and the tolls accrued during the period will still be due — just later.

Drivers needing to update their account, add funds, and pay outstanding bills or civil penalties are encouraged to do so before July 2. A grace period will be in place while the system is offline, with no extra late fees or penalties. Once the new system is online, drivers will have two extra weeks to pay.

According to WSDOT, the new system will correct several issues customers have flagged over the last several years and help make things a little less confusing.

"Our current system is more than 10 years old and hasn't kept pace with technological advancements or customer needs, so we're excited to introduce new features as part of the update," WSDOT wrote in May. "Many of the new features are the result of feedback we've heard from customers throughout the years. The new system makes it easier to save money on tolls and has more tools to help yourself online without having to call customer service."

Here are a few things drivers can expect when upgrades are complete:

• Pay as you go: The new system will allow drivers to open a Good To Go account without pre-paying $30, with tolls instead charged to the credit card on file twice per month.
• Toll bills: Drivers with a negative balance will still be able to manage tolls through their accounts. Previously, drivers with Good To Go accounts would receive a separate bill in the mail if they had a negative balance.
• Self-service: Drivers will be able to reset passwords, dispute tolls, swap payment methods and make other changes online, rather than by calling customer service.
• Pay by mail: Customers who pay by mail will be able to open an account online and pay online, saving money without the need for a customer service call.
• Outstanding tolls: The new system will show customers' complete outstanding tolls, including those from previous months. In the past, drivers would only see unpaid tolls from the current cycle, and it could be difficult to determine if there were outstanding charges.
• Customer service callbacks: Callers will have the option to have a representative call them back, rather than waiting on hold.
• Online case management: Customers will be able to open customer services tabs, send messages and upload files through the online portal and track the status of their issue.
• Text alerts: Drivers can opt to receive account alerts on their phone, providing an instant notice for account issues, like card expiration or payment failures.

WSDOT officials said the upgrades have been in the works for several years, and it's likely there will be some issues left to work out after the relaunch.

"We've been working on this new system for several years, and we know many of you have been awaiting its launch. While we hoped to launch the system sooner, our priorities are the safety and security of your information, as well as your experience with our system in the long run. We're taking the extra steps to make sure that our handling of customer information throughout the process follows the strict guidelines of the industry's security protocols. We are also ensuring that the system offers a better user experience. These steps take time. We know that in the end, we'll be able to offer a new system and an improved user experience for our nearly two million customers."

Once the new system goes online, customers will find the upgraded web portal at the same MyGoodToGo.com website. WSDOT recommends drivers prepare for three initial steps:

• Log in to your account with your current username and password. Once you do, you'll be asked to create a new password, along with a new PIN for phone access.
• Review your notification preferences. With the new system, you can opt in to receiving text message updates for specific account notifications.
• Confirm your information is up to date. It's always a good idea to check that your address and contact information are accurate.

Customers with questions about the new system can e-mail WSDOT or call 1-866-936-8246.