WSDOT’s Toll Operations & Maintenance Team is committed to ensuring operations are performance-based and that all systems are extensively tested.

Toward that end, WSDOT and its operations contractor TransCore, conduct structured tests of the tolls system under strict contractual parameters. TransCore’s contract with WSDOT includes metrics for electronic toll collection, vehicle classification, and an accuracy within the overall system that is no less than 99.5 % (PDF 20.3 KB). 

In addition to the system operations testing, an additional set of performance metrics will be reviewed by TransCore and WSDOT monthly to verify that that tolling, as a program and service:

1. delivers a system that provides better traffic management in the corridor, 
2. accurately records transactions and reconciles financial records,
3. communicates professionally with customers in a timely manner.

There are a total of 30 metrics which TransCore is held to, some of which include:

• to handle 80% of inbound phones calls to the service center in 30 seconds;
• to keep the number of calls abandoned at 3% or less;
• to fulfill requests for new or replacement transponders within three days;
• to deposit and record all cash and check payments within one business day;
• to process 98% of license plate data from the video-toll system and send to the DOL within 2 business days;
• to correctly enter 99.9% of all license plate data on the first review;
• to deliver all reports on time.

These metrics will be used by WSDOT to evaluate the systems through the remainder of the five-year contract with TransCore.