In 2017 and 2018, WSDOT awarded contracts to replace its existing single statewide tolling CSC system and operations contract. Shimmick was awarded the CSC Operations contract in March 2018. The current WSDOT Good To Go! toll road network includes the I-405 Express Lanes, the SR520 Bridge, the SR167 HOT Lanes, and the new Alaska Way Viaduct replacement Tunnel (SR99).
Shimmick’s scope of work includes providing a new CSC and back office services facility as well as a walk-in customer service centers (WIC); developing all implementation and operational plans; and managing and staffing the contact center, back office, and WIC operations; as well as new system design review and testing support. Specific operational responsibilities include contact center operations; customer account creation and management; Good To Go! pass inventory management and distribution; image processing; payment processing; toll enforcement; video billing; implementation and operation of a retail transponder sales program; implementation and operation of a cash payment network; customer service surveys; financial and operational reporting; mail processing; initiation of collections program; customer communications and notifications via telephone calls, text, email, and chat; marketing and communications; and oversight of the call center technology.
Shimmick is also responsible for coordinating and collaborating with other WSDOT contractors and subcontractors, third-party vendors, and partner agencies such as the Department of Licensing, the Office of Administrative Hearings, the BOS supplier, transponder manufacturer, and future interoperability with other transportation and toll agencies; toll program education; and a host of other items. We will also manage the operational elements of any additional work brought about by future BOS upgrades or enhancements, new toll projects, service offerings, or policy changes.
The Implementation Phase of the project was completed in July of 2021. Shimmick is currently operating the call center and back office operations.