Delaware has successfully implemented a new tolling system, transitioning to the upgraded Integrity Back Office System developed by TransCore. The rollout, completed on schedule, enhances the reliability and modernizes customer service for the state’s E-ZPass operations. This upgrade replaces the previous legacy platform with a cloud-capable system designed to efficiently manage high transaction volumes and adapt to policy changes as Delaware’s tolling requirements evolve.
The new system has already received formal acceptance, marking a significant milestone for the Delaware Department of Transportation (DelDOT). According to TransCore, Integrity is one of the most widely deployed tolling back-office platforms in the United States, having been developed over the past decade. The upgraded version consolidates various functions, including toll processing, account management, image review, violations processing, and financial reporting into a single, configurable platform. This streamlining allows agencies to respond more effectively to operational demands.
Shanté Hastings, secretary of DelDOT, emphasized the benefits of the upgrade, stating, “This upgrade improves the customer experience and has implemented important upgrades to how tolls are assessed and collected.” The project reflects the ongoing partnership between DelDOT and TransCore, which has provided support for E-ZPass customer service operations in Delaware for several years.
TransCore’s president and chief executive officer, Whitt Hall, highlighted the significance of the new deployment, asserting that it signifies a shift toward modern architectures while maintaining proven 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,” Hall remarked. He added that DelDOT operates one of the most prominent toll programs on the East Coast, and the new system positions them well for the upcoming decade.
The upgraded Integrity system features expanded self-service tools for drivers, including enhanced online and mobile account management, real-time notifications, and improved dispute resolution capabilities. Additionally, the system incorporates an AI-driven interactive voice response feature aimed at minimizing call center volume and expediting customer support.
From an infrastructure perspective, Integrity has been re-architected to function in scalable, clustered environments that ensure high availability and future growth. Its modular design allows for core component updates without necessitating a complete system replacement, while configurable business rules reduce the need for custom code modifications when policies or fees change.
State officials affirmed that the successful rollout underscores the platform’s stability and readiness for long-term use. For DelDOT, this transition marks a crucial modernization of a system that processes millions of toll transactions annually. Hall concluded, “With every deployment, our goal is the same: deliver technology that agencies can trust to work day in and day out. 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.”
