FOR IMMEDIATE RELEASE

Feb. 7, 2018

BIG CHANGES COMING TO E-ZPASS MARYLAND CUSTOMER SERVICE

E-ZPass Maryland Launches Mobile Website

Wherever You Go, Accessing Your Account Is Easier Than Ever

BALTIMORE, MD – The Maryland Transportation Authority (MDTA) is making big changes to the E-ZPass Maryland customer service experience.  For starters, the MDTA unveiled its new E-ZPass Maryland mobile website that provides customers with easier and more-convenient access to their accounts via ezpassmd.com.  The new mobile website went live today.

“In support of Governor Hogan’s customer-service initiative, the MDTA is thrilled to provide our E-ZPass customers an easier way to access their account,” said MDTA Executive Director Kevin C. Reigrut.  “In addition to the user-friendly mobile website, we have started selling E-ZPass “On the Go” transponders at Maryland Motor Vehicle Administration eStores and sending email alerts to E-ZPass customers when certain account-based activities occur.”

The mobile website allows customers to quickly and easily:

• Create a username and password to access account simply and securely
• Keep an account up-to-date
• Add new or temporary vehicles
• Replenish an account or update credit card information
• Update or add an email address and phone number
• Pay video tolls.

By bookmarking ezpassmd.com from their mobile devices, customers now have access to their accounts at their fingertips.

During the past year, the MDTA has implemented a number of changes geared towards providing our customers with better service:

• Increased the amount of time before referring customers to the Maryland Central Collection Unit, allowing customers more time to resolve their cases
• Empowered Service Providers with the ability to resolve problems and issues for customers
• Increased outreach to large employers
• Expanded the number of Weis Markets that sell E-ZPass “On the Go” transponders
• Redesigned the envelope for the Notice of Toll Due and Citations to make them more attention-grabbing, so that customers open them upon receipt. 

Additionally, the MDTA plans to roll-out the following initiatives to communicate with E-ZPass Maryland customers more effectively:

• Redesign and simplify the Notice of Toll Due
• Proactively contact individual customers directly when tolls and penalties exceed a certain threshold
• Implement a video tolling Customer Service Center helpline
• Connect video toll transactions and license plate numbers with current E-ZPass accounts using driver’s license numbers, so unpaid tolls do not escalate to citations
• Conduct periodic research to better understand our customer’s needs
• Create a Customer Bill of Rights that provides a clear understanding of how they should expect to be treated as a MDTA customer
• Establish a tiered civil-penalty process that realigns charges to associated costs
• Implement a video tolling education campaign that includes educational videos, mailing inserts, brochures/flyers, electronic message boards, news releases and road signage.

And there’s never been a better time to be an E-ZPass Maryland customer!

• NO $1.50 E-ZPass monthly account maintenance fee for customers with Maryland addresses or out-of-state addresses with three or more trips through Maryland toll facilities during the previous statement period
• E-ZPass Maryland customers save 25 percent or more off the two-axle cash rate at most Maryland toll facilities
• E-ZPass Maryland customers pay lower tolls than the Video Tolling option on the Intercounty Connector (ICC/MD 200) and I-95 Express Toll Lanes (ETL). Maryland Video Toll Rates are 1.5 times the base toll rates, with a minimum of $1 and a maximum of $15 above base rates
• Automatic credit card replenishment is available
• Discount plans are available for commuters (excluding the ICC/MD 200 and I-95 ETLs).

Keep these services at your fingertips by bookmarking ezpassmd.com on your mobile devices.  Stop waiting and start saving with E-ZPass Maryland!

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