Having a web site is old news, but having a customer-centric Business Portal is the new standard by which your customers judge their relationship with you. The Illinois Tollway is enhancing customer service by providing Web-based tools and services to more than 2.6 million I-PASS customer accounts that pay tolls electronically and demand account management features in a timely manner. With the implementation of system-wide Open Road Tolling, the Illinois Tollway upgraded its traditional Web site to a Business Portal to meet customer eCommerce demands. These demands became business critical as the primary method by which the Tollway received its revenue shifted from 62 percent cash usage in 2003 to 80 percent electronic usage in 2007. Web-based services include the ability to add funds to I-PASS accounts, maintain account information, activate transponders purchased at retail stores or calculate toll rates. In addition, more than $52 million in revenue has been processed through the Portal and a substantial monetary savings has been realized of more than $16 million by processing customer transactions electronically rather than through the contracted 1-800 customer service phone line.