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WSDOT updating new Good To Go! website in response to customer feedback

 

February 17, 2011



SEATTLE – Thanks to the feedback received, the Washington State Department of Transportation (WSDOT) is updating and improving the Good To Go! website. The new website for tolling, launched earlier this week, has received a number of complaints from customers trying to sign up and activate new accounts.

Specifically, customers have expressed frustration with the enhanced security requirements for the new system, which requires a 10-character password and six-character security question responses. WSDOT is implementing an eight-character password which is consistent with industry norms and maintains account security. The six-character security question response will be replaced by a two-character minimum response. In addition, WSDOT is working to streamline download times as well. These changes are expected to take effect by the end of this week.

WSDOT is also reviewing and will address incompatibility issues with certain internet browsers over the next few weeks.

“We apologize for the difficulties and inconvenience with the new website and we’re working as quickly as possible to make changes and upgrades,” said Toll Division Director Craig Stone. “Ensuring account security is important, however, we recognize that it must be balanced with usability. Our goal is to provide Good To Go! users with a positive customer service experience.”

WSDOT is asking those who can, to wait a few days before signing up while the website is optimized and initial customer demand levels out. Customers who wait to purchase a Good To Go! pass and activate an account will still be eligible for introductory offers announced earlier this week. Customers will receive a $10 credit towards State Route 520 tolls if they purchase a Good To Go! Pass and activate an account by April 15, 2011.

Good To Go! is Washington’s statewide electronic tolling system. Electronic tolling allows tolls to be collected on all vehicles at highway speeds with no slowing or stopping at traditional cash collection toll booths. All-electronic tolling begins this spring on the SR 520 floating bridge.

 

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