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Maryland Opens E-ZPass Center for Limited Customer Support Operations
Call centers today have been tasked with the seemingly impossible: keep service levels high and meet customer expectations at a time of a national emergency, while simultaneously keeping employees safe. For municipal services, the need is even greater: to provide frequently changing information to the public about healthcare, safety, and transportation in a way that’s timely, efficient and risk-free.
The Maryland Transportation Authority (MDTA) recently announced that it plans to reopen its E-ZPass customer service centers at its toll facility buildings with limited capacity beginning this week. (The call centers located at Maryland Department of Transportation Motor Vehicle Administration branches will remain closed until further notice.) The call centers have been closed since March in response to the global COVID-19 pandemic.
As part of the reopening plan, the MDTA will limit service to two customers at a time in each customer service center, and will implement new procedures and guidelines to protect the health and safety of employees and customers. The State of Maryland remains cashless during the COVID-19 emergency on its highways. Drivers who would ordinarily pay tolls with cash are instead mailed “Notice of Toll Due” bills.
The MDTA stresses that many services can be handled online. Customers with E-ZPass account needs can log in at ezpassmd.com or via the authority’s IVR system (888-321-6824) to create new accounts, add funds or make changes to an existing account. This will allow cash-paying customers and those who need to meet with a representative to be served during the limited access.
Additional safety precautions that will be undertaken at the toll facility include:
Face coverings. MDTA customer service representatives and all customers will be required to wear face coverings while in customer service centers. Customers also will be asked a series of screening questions to enter a center. Anyone who is experiencing flu-like symptoms or who has recently been exposed to someone with symptoms should postpone their visit.
Safeguard dividers. The MDTA has installed plexiglass dividers at each station to protect customers and staff during transactions.
Social distancing. All Marylanders are advised to practice social distancing to prevent the spread of COVID-19. Social distancing procedures will be in effect at all customer service centers, including ground/floor stickers to mark safe and proper distances of six feet.
Workstation cleanings. Workstations will be cleaned and wiped down between each customer visit. The MDTA is asking customers for their patience during the cleanings.
Edited by Maurice Nagle
