WSDOT Relaunches 'Good To Go!' Tolling System Ahead Of Schedule

SEATTLE — Washington's 'Good To Go!' outage has been wrapped up sooner than previously expected.

The outage began on July 2 and was planned to conclude Friday, but instead ended Monday after just a 10-day closure. During that time, Washington's nearly 2 million customers were unable to call customer service, access accounts, pay or dispute tolls online, or otherwise get help. Though the service has been restored, WSDOT is asking drivers to remain patient while logging into the rebooted Good to Go! website or using the call center.

“While the transition work is complete, this is just the start of major adjustment period for our customers as they get used to the new system,” said WSDOT Toll Division Director Edward Barry. “It will take a while to settle into a new normal for both our customers and our new call center.”

To help with that readjustment period, any drivers who accrued unpaid tolls during the outage will be given an extra two weeks to pay them off. They're also asking customers to wait a few days before visiting the new website or calling in with questions, unless their question is urgent.

“We want to thank our customers for their continued patience throughout this process,” Barry said. “While there will be an initial learning curve, in the long-term these changes should make it easier for them to manage their accounts.”

The website reboot is an attempt to refresh the old Good To Go! website, which had begun wearing out its welcome after 10 years of use. According to WSDOT, the new system will correct several issues customers have flagged over the last few years and, ultimately help make things a little less confusing.

"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," WSDOT wrote in May. "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."

Here are a few things drivers can expect now that the upgrades are online:

• Pay as you go: The new system will allow drivers to open a Good To Go account without pre-paying $30, with tolls instead charged to the credit card on file twice per month.
• Toll bills: Drivers with a negative balance will still be able to manage tolls through their accounts. Previously, drivers with Good To Go accounts would receive a separate bill in the mail if they had a negative balance.
• Self-service: Drivers will be able to reset passwords, dispute tolls, swap payment methods and make other changes online, rather than by calling customer service.
• Pay by mail: Customers who pay by mail will be able to open an account online and pay online, saving money without the need for a customer service call.
• Outstanding tolls: The new system will show customers' complete outstanding tolls, including those from previous months. In the past, drivers would only see unpaid tolls from the current cycle, and it could be difficult to determine if there were outstanding charges.
• Customer service callbacks: Callers will have the option to have a representative call them back, rather than waiting on hold.
• Online case management: Customers will be able to open customer services tabs, send messages and upload files through the online portal and track the status of their issue.
• Text alerts: Drivers can opt to receive account alerts on their phone, providing an instant notice for account issues, like card expiration or payment failures.

Customers with questions about the new system can e-mail WSDOT or call 1-866-936-8246. They can also check out this video series WSDOT has posted guiding users through the new system.

Patch Editor Lucas Combos contributed to this report.