By SDCN Editor
San Diego, CA–In a significant development, the San Diego Association of Governments (SANDAG) Board of Directors, led by Chairwoman Nora Vargas of the San Diego County Board of Supervisors, gave the green light to an action plan aimed at addressing persistent deficiencies in the tolling system and initiating the implementation of a new back-office system.
The approved action plan includes a $31.7 million multi-year investment that will support the implementation of a new back-office system by a new team of vendors: Deloitte and A-to-Be. The improved state-of-the-art tolling system will provide customers with a much more user-friendly experience and mobile application.
“The San Diego region deserves transparent and accountable government. I am proud of the SANDAG Board for taking action today to ensure that all tolling issues are fully resolved and that customer concerns are addressed,” said Chairwoman Vargas. “The approval of this action plan is just the first step in our commitment.”
This week, Clementson will begin her tenure as SANDAG’s interim CEO and one of her top priorities will be addressing the tolling issue and providing an update to the public.
The SANDAG action plan also includes conducting regular vendor and internal assessments, implementing a quality assurance and quality control plan, operational and customer service improvements, and internal policy changes that include regular and proactive reporting to the SANDAG board.
While SANDAG continues its work on the action plan over the next year, there are several internal and external assessments occurring to ensure all issues are identified and resolved.
SANDAG encourages all customers with questions to contact the SANDAG Customer Service Center at (888) 889-1515, Monday to Friday, from 8 a.m. to 6 p.m., email at customerservice@sandag.org, or visit the office at 1129 La Media Road in San Diego, Monday to Friday, from 8 a.m. to 5 p.m. (excluding federal holidays).
