The next generation of Good To Go!
Update: July 12, 2021
Good To Go! is back online and customers can now check out the new features.
Update: June 14, 2021
Good To Go! customers now have more time to prepare as we will be delaying the transition to our new system by two weeks.
The call center and website will now be available to customers until Friday, July 2, and passes can be purchased until Monday, June 28.
By Chris Foster
As part of our work to improve Good To Go! for our customers, we will soon transition to a new Good To Go! system and new call center. Before we can do that, we need to take our current Good To Go! system offline for about two weeks.
The Good To Go! website, phone line, and customer service center will be closed for about two weeks beginning Friday, June 18 while we transition to a more modern, user-friendly system. We are still completing final testing of the system, so if there are significant issues we encounter before June 18, there's a chance that date may change.
During the two-week closure, you'll be unable to access your account, pay tolls, or reach customer service. Check our website to learn how you can prepare for the two-week closure.
We've been hard at work making our system better
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. 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.
Changes Good To Go! customers will notice
Large-scale software projects are complex and challenging. We know issues will arise once we reopen and we ask for patience as we work through them.
When Good To Go! reopens, we expect very long wait times at our customer call center. These long wait times could last for months as we settle into a new normal, so make sure you're prepared ahead of time.
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.
Questions?
If you have questions about the new system, or the upcoming two-week closure of Good To Go!, please reach out to us by calling 1-866-936-8246, or sending an email to GoodToGoTolling@wsdot.wa.gov.
Good To Go! is back online and customers can now check out the new features.
Update: June 14, 2021
Good To Go! customers now have more time to prepare as we will be delaying the transition to our new system by two weeks.
The call center and website will now be available to customers until Friday, July 2, and passes can be purchased until Monday, June 28.
By Chris Foster
As part of our work to improve Good To Go! for our customers, we will soon transition to a new Good To Go! system and new call center. Before we can do that, we need to take our current Good To Go! system offline for about two weeks.
The Good To Go! website, phone line, and customer service center will be closed for about two weeks beginning Friday, June 18 while we transition to a more modern, user-friendly system. We are still completing final testing of the system, so if there are significant issues we encounter before June 18, there's a chance that date may change.
During the two-week closure, you'll be unable to access your account, pay tolls, or reach customer service. Check our website to learn how you can prepare for the two-week closure.
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| For about two weeks starting in mid-June, our Good to Go! website, phone line and customer service center will be closed while we switch to a new system. |
We've been hard at work making our system better
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. 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.
Changes Good To Go! customers will notice
- New Pay As You Go option – In our new system, you can open a Good To Go! account without pre-paying $30 in tolls. This will give another way for people to save money with a Good To Go! account. With Pay As You Go, tolls are charged to your credit card twice a month.
- How is this different from our current system? Our current system requires customers to pre-pay $30 in tolls to pay a lower toll rate. Many customers prefer not to pre-pay their tolls, especially those who only use express toll lanes toll-free as a carpooler.
- Toll bills tied to Good To Go! accounts – If your Good To Go! account balance becomes negative for any reason, you'll still be able to manage all toll trips through your account.
- How is this different from our current system? Currently if your balance is negative and you drive on a toll road, the system is unable to apply the toll to your account. Instead, the customer receives a toll bill in the mail that they must resolve separately.
- More self-service options – New tools will give you greater control over your account, including the ability to reset your password, dispute tolls online through your Good To Go! account, and more.
- How is this different from our current system?
In the current system, to reset your password, change payment methods or dispute tolls from your account, you must contact customer service.
- How is this different from our current system?
- Easier for Pay By Mail customers to save money by opening an account – If you Pay By Mail you'll be able to open an account as you pay your bill online and save money.
- How is this different from our current system?
Today, customers who Pay By Mail, which is $2 more per trip than the Good To Go! rate, must call customer service if they want to lower their bill by opening a Good To Go! account.
- How is this different from our current system?
- Toll bills will include all outstanding unpaid tolls, even those from prior billing cycles – Your bill will show you all unpaid tolls tied to your vehicle from the past 30 days, 60 days and longer. It will also reflect any civil penalties which have been issued.
- How is this different from our current system?
In the current system, customers only see unpaid tolls from their last bill and civil penalties are billed separately. This can cause confusion about the total amount due for some customers.
- Customer call back option – Instead of waiting on hold to speak to a representative, you can request a call back.
- Track the status of your inquiry – If you need to contact customer service, you can open a case, submit a message, and upload files. You'll then receive a link to track the status of your case.
- Text notifications – You'll have the option to receive important account alerts directly to your phone via SMS messaging. So if your credit card has expired or a payment failed, you'll know right away.
Large-scale software projects are complex and challenging. We know issues will arise once we reopen and we ask for patience as we work through them.
When Good To Go! reopens, we expect very long wait times at our customer call center. These long wait times could last for months as we settle into a new normal, so make sure you're prepared ahead of time.
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.
Questions?
If you have questions about the new system, or the upcoming two-week closure of Good To Go!, please reach out to us by calling 1-866-936-8246, or sending an email to GoodToGoTolling@wsdot.wa.gov.
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