Driving Tolling Insights: Building Customer-Centric Tolling Organizations

For decades, tolling performance has been largely defined by how effectively transactions are captured, billed, and collected. As the industry transitions toward all-electronic, free-flow operations, operational success increasingly depends on more than transaction processing alone. For agencies and operators, the quality of the service they deliver has become a core measure of performance, and a direct driver of the trust they must sustain with governing bodies, partners, and the communities they serve.

Closing that experience gap is not a service challenge alone. It is an organizational one. It depends on the people who run the operation, the leaders who guide them, and the ability to turn innovation into results that last. For the executives accountable for delivery, that means building a workforce prepared for the systems of the future, leaders who shape strong and resilient cultures, and a disciplined approach to modernizing operations without losing sight of the people they serve.

In this edition of Driving Tolling Insights, Deepti Ramakrishna, Chief Operating Officer, North America at Emovis, shares her operational perspective on what it takes to build customer-centric tolling organizations. From her role leading operations in North America, Deepti makes the case that the service road users experience is a direct reflection of how an organization prepares its people, leads them, and turns new ideas into everyday performance, and that this is where agencies and operators can create lasting value.

From Transactional Service to Customer-Centric Operations

Q: Why is customer experience becoming a strategic priority for tolling agencies and operators?

A: Deepti Ramakrishna: Every interaction shapes their perception of the agency and the operator behind the service.

Think about it from the road user’s perspective. They may not know which technology captured their transaction, how the back office processed it, or which systems exchanged the data. They simply expect the toll to work, the charge to be accurate, the bill to be understandable, and any question or issue to be resolved quickly…

Read the full interview featuring Deepti Ramakrishna’s exclusive insights.

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