Delaware has officially upgraded its tolling network with the launch of the new Integrity Back Office System, developed by TransCore. This transition, completed on schedule, is designed to enhance reliability and modernize customer service across the state’s E-ZPass operations.
The new system replaces the outdated tolling platform, implementing a cloud-capable infrastructure that can efficiently handle high transaction volumes. It is also adaptable to rapid changes in policies or fees, ensuring that Delaware’s tolling operations can scale as needed. According to the Delaware Department of Transportation (DelDOT), the transition to the upgraded system has already received formal acceptance following its scheduled go-live.
Integrity, developed over more than a decade, is recognized as one of the most widely implemented tolling back-office platforms in the United States. This upgrade consolidates various functions, including toll processing, account management, and financial reporting, into a single, configurable platform. Such integration allows agencies to streamline operations and respond more quickly to changing demands.
“This upgrade improves the customer experience and has implemented important enhancements to how tolls are assessed and collected,” stated Shanté Hastings, Secretary of DelDOT.
Building on a longstanding partnership, the project reflects DelDOT’s collaboration with TransCore, which has supported the state’s E-ZPass customer service for many years. Company executives emphasized that the new deployment signifies a shift towards modern architectures while maintaining reliable 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,” said Whitt Hall, President and CEO of TransCore. “DelDOT operates one of the most visible toll programs on the East Coast, and we’re proud to support them with a robust system built on a modern foundation.”
The upgraded system introduces enhanced self-service features for drivers, including improved online and mobile account management, real-time notifications, and streamlined dispute resolution options. Additionally, it incorporates an AI-driven interactive voice response system, aimed at reducing call center volumes and expediting customer support.
From an infrastructure perspective, Integrity has been architected to function in scalable, clustered environments, ensuring high availability and supporting future growth. Its modular design allows agencies to update essential components without overhauling the entire system, while configurable business rules minimize the need for extensive custom coding when adjusting policies or fees.
State officials highlighted that the successful on-time delivery of the platform underscores its stability and readiness for long-term use. For DelDOT, this transition marks a significant modernization of a 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 added. “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 future developments.”
As Delaware enhances its tolling capabilities, this upgrade not only promises improved services for drivers but also positions the state for efficient toll management for years to come.
