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AUSTIN, TX – Citing ongoing challenges with an updated toll operating system shipped by IBM nearly a year ago, the Texas Department of Transportation (TxDOT) announced Friday that it had terminated its remaining contract with the company.
Since the system was introduced, TxTag customers and toll users have faced unnecessary challenges in managing their accounts. TxDOT has not received satisfactory results from IBM and is disappointed with the numerous difficulties the system has created for customers.
“We take our responsibility to provide a high quality, trustworthy customer experience very seriously and regret the impact and inconvenience our toll road users have experienced in the past few months of lackluster IBM service,” said Marc Williams, Executive Director of TxDOT. “We will continue to keep our customers informed of our progress to improve our customers’ interactions with TxTag. Our customers deserve better and we are committed to ensuring that they will continue to receive it in the future. “
TxDOT has won new interim technology providers through an emergency contract with SAP and the Department of Information Resources Managed Security Services to stabilize and improve the backend system in order to manage the enormous amount of customer data and toll transactions. This ensures that the system provides customers with accurate, timely and consistent account management, billing and payment functions that are extremely user-friendly and secure. In parallel with this step, TxDOT has also started to procure a new service provider who will take over the responsibility of the interim team to continue the rigorous improvements and operations.
“This is not a step that we take lightly,” said Williams. “But it’s the step we had to take now. We just couldn’t get any further in the current state. “
Due to the ongoing changeover, customers do not currently have to take any action. We encourage our customers to continue to manage their accounts at www.TxTag.org or to contact the call center at 888-468-9824. As has been the case since the system changeover began at the end of 2020, no late fees are currently charged.
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