About the Client
The Toll Roads (managed by the Transportation Corridor Agencies - TCA) is the largest toll road system in Orange County, California. They operate vital highways (State Routes 73, 133, 241, and 261), serving millions of vehicle trips annually.
The goal of The Toll Roads is to provide rapid mobility solutions, helping drivers avoid severe traffic congestion in the Southern California region.
The Challenge
During the transition to an "All-Electronic Tolling" model—eliminating cash toll booths entirely—customers faced significant hurdles regarding user experience:
- Payment Difficulties: Occasional drivers (those without FasTrak transponders) found it inconvenient to visit a desktop website to pay tolls within 5 days of travel.
- Violation Risks: Due to the complex and easily forgotten payment process, many drivers inadvertently incurred fines due to oversight, leading to dissatisfaction and prolonged disputes.
- Lack of Convenient Technology: Despite the explosion of smartphone usage, The Toll Roads lacked a mobile application for customers to manage accounts or pay directly while on the go.
SETA Solution
SETA International was entrusted to build the first mobile application for The Toll Roads, playing a pivotal role in their digital transformation strategy:
Native App Development (iOS & Android):
- Built a mobile app with an intuitive interface, focusing on simplicity so drivers can navigate operations quickly (while ensuring safety).
Flexible Payment Features:
- Pay-As-You-Go: A feature allowing occasional drivers to register license plates and pay tolls for specific trips without creating long-term accounts or installing transponders.
- FasTrak Account Management: Allows users to conveniently top up funds, view trip history, and manage multiple vehicles under a single account.
Complex Backend Integration:
- Connected the application with TCA's massive transaction processing system, ensuring payments are recorded accurately in real-time to prevent the issuance of erroneous violation notices.
Business Impact
The application developed by SETA has become an indispensable tool for drivers in Orange County:
- Enhanced Convenience: Enables drivers to pay tolls anytime, anywhere with just a few taps, eliminating the fear of fines due to forgotten payments.
- Operational Relief: Significantly reduced the volume of calls regarding fine complaints and lessened the administrative burden for the management agency.
- Embracing the Cashless Trend: The app was the perfect puzzle piece helping The Toll Roads successfully complete the removal of all cash toll booths, shifting to a modern and more convenient electronic operating model.
