The MTA renewed its 10-year $184 million contract with ACS State & Local Solutions to run its E-ZPass system, together with the Port Authority and NYS Thruway.
Even though the MTA often says it is a transportation agency not an economic development agency, it showed some heart. The company said it could save $12 million dollars if it moved its call center from Staten Island to Kentucky. The MTA told the company to stay in New York.
Kudos to them.
And part of the contract will include upgrades to the customer service system. It will soon have a live chat function on the E-Z Pass web site. But more annoying, there will be a new phone tree to navigate through before reaching a live person.
-- Chuck Bennett
