Delaware has successfully transitioned its tolling network to a new technological framework following the timely rollout of the upgraded Integrity Back Office System by the Delaware Department of Transportation (DelDOT). This upgrade aims to improve reliability and modernize customer service across the state’s E-ZPass operations.
The new system replaces DelDOT’s outdated tolling platform with a cloud-capable solution designed to manage high transaction volumes. It allows for rapid adjustment to policy or fee changes and offers scalability as Delaware’s tolling requirements evolve. According to TransCore, the system has already achieved formal acceptance after its scheduled go-live.
Modernizing Toll Operations
The Integrity Back Office System has been developed over more than a decade and is among the most widely implemented tolling back-office platforms in the United States. The upgraded version consolidates various functions such as toll processing, account management, image review, violations processing, and financial reporting into a single configurable platform. This consolidation allows agencies to streamline operations while responding more effectively to changing operational demands.
“This upgrade improves the customer experience and has implemented important upgrades to how tolls are assessed and collected,” stated Shanté Hastings, Secretary of the Delaware Department of Transportation. The project is a continuation of a long-standing partnership between DelDOT and TransCore, which has supported the state’s E-ZPass customer service for many years.
TransCore executives noted that this deployment signifies a broader trend toward modern architectures while maintaining established operational foundations. “Integrity represents the best of what our company delivers — proven technology designed to meet the demands of tolling today and into the future,” remarked Whitt Hall, President and Chief Executive Officer of TransCore. He emphasized the significance of DelDOT’s program, stating, “DelDOT operates one of the most visible toll programs on the East Coast, and we’re proud to support them with a system that is both robust and built on a modern foundation that positions them for the next decade of tolling.”
Enhanced Features for Users
The upgraded tolling system introduces a range of expanded self-service tools for drivers. Enhanced online and mobile account management, real-time notifications, and improved dispute resolution features are now available. Additionally, the system incorporates an AI-driven interactive voice response system designed to reduce call center volume and expedite customer support.
From an infrastructure perspective, the Integrity system has been re-architected to operate in scalable, clustered environments that ensure high availability and accommodate future growth. Its modular design allows agencies to update core components without the need for a complete system replacement, while configurable business rules minimize the requirement for custom code changes when policies or fees are modified.
Delaware officials have expressed confidence in the system’s stability and readiness for long-term use, as demonstrated by the project’s on-time delivery and successful acceptance. For DelDOT, this transition signifies a major modernization of a crucial system that processes millions of toll transactions annually.
“With every deployment, our goal is the same: deliver technology that agencies can trust to work day in and day out,” Hall stated. “Integrity is the backbone of many of the most important tolling programs in the country, and we’re committed to ensuring it remains reliable, flexible, and ready for what comes next.”
