The next generation of Good To Go! tolling

We're continually striving to make Good To Go! work better for you. We're currently working to rebuild our customer service center and update our billing system.

These updates will improve the customer experience by offering new ways to manage your account, more self-service features, and improvements to the MyGoodToGo.com website based on customer feedback we've received over the years.

Benefits for customers

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Benefits for customers

  • New payment options to better fit your needs and give you more control over how to pay your tolls.
  • You will have a new option to make automatic payments after you drive without making an initial deposit.
  • Manage your Good To Go! account and any Pay By Mail toll bills within a single account.
  • Drivers without an account will be able to lower their toll bills after they are mailed by creating a new account online.

Website improvements

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Website improvements

  • Chat with a live customer service representative online.
  • More online self-service features and more intuitive navigation.
  • These improvements build on previous updates to redesign the website for phones and tablets.

New customer service locations

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New customer service locations

  • Customer service locations will change to reduce operations costs.
  • Seattle and Bellevue customer service centers will be closing.
  • New service centers will be opening in Lynnwood and Renton.

Timeline

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Timeline

  • We plan to begin rolling out improvements and launch the new system sometime in mid-2019.
  • Years of planning, research, and learning from customer feedback and other agencies has gone into this new system.
  • System updates are an ongoing process and there will still be more features that we continue to improve over time.

Building on success

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Building on success

  • The current Good To Go! system was designed 10 years ago. Both technology and our customers' needs have changed significantly in that time.
  • The customer service center now serves more than 1.5 million customers and processed more than 50 million transactions last year.
  • Over the years, we have continued to work on improvements to our system based on growing demand for our programs and feedback from our customers.

New partnerships

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New partnerships

  • The current contracts to operate the customer service center and billing system is expiring.
  • WSDOT awarded a contract to design and implement a new billing and payment system to ETAN, a technology firm which specializes in building toll payment systems used on toll roads throughout the country.
  • The new contract to provide Good To Go! customer service, including operating the call center and walk-in centers, was awarded to AECOM, a company with 25 years of experience running customer service centers for transportation agencies across the country.
  • Both contracts require that the customer service center remain based in Puget Sound and offer continued employment for current customer service representatives.