Tolling agencies are about to again transform to better meet customer requirements, this time thanks to payment innovations accelerated by the coronavirus pandemic. Devang Patel, vice president of consulting and projects at Kyra Solutions, explains how these new payment channels can be incorporated into existing systems and why they are vital to the future of the highway tolling industry.

Motorists on our nations’ toll roads could be more frequent users and more profitable as toll road clients if their customer service options were simpler to use and more intuitive. Much of the traveling public is used to banking on their mobile phones, shopping on-line and viewing on-demand search results. They rightfully expect the same seamless service experience from the transportation sector. It is these consumer expectations that are raising the bar on what good toll road customer service looks like and how it is measured.