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Triborough Bridge and Tunnel Authority (MTA Bridges & Tunnels)

Tolls NY Smartphone Application

Award Category: 
Customer Service & Marketing Outreach
Award Year: 
2021

Triborough Bridge and Tunnel Authority (MTA Bridges & Tunnels)

Award Category: 
Customer Service & Marketing Outreach
Award Year: 
2021

This project was in collaboration with NYS Thruway Authority and the Port Authority of New York & New Jersey and Conduent Transportation.


Based upon extensive customer research the Triborough Bridge and Tunnel Authority (TBTA) recognized the need to increase self-service options for all drivers who receive tolls in the region. This led to the development of a smartphone application called Tolls NY, currently available on the Apple App Store (iOS) and the Google Play Store (Android). This new application provides a unified, first-class experience for both our E-ZPass customers and Tolls by Mail (unregistered) customers. We worked in close cooperation with our partner agencies– the Port Authority of NY/NJ and the NY State Thruway Authority – to ensure that it met their customer needs and worked seamlessly for all of the 12M+ regional drivers who are served by these three authorities. The application was designed by a new, cross-functional, customer-focused team at Conduent Transportation created to rapidly fulfil this specific need. This partnership gives our customers the best user experience available. The app is fully integrated into the Conduent-managed New York Customer Service Center back-office systems via newly developed APIs for increased speed, stability and future developments in our call center system and other automated touchpoints.