TxDOT and HCTRA join forces to enhance toll billing experience in Texas

Austin, Texas – The Texas Department of Transportation (TxDOT) and the Harris County Toll Road Authority (HCTRA) are joining efforts to streamline toll billing and improve customer service for drivers in Texas. Under a new Toll Services Agreement signed on November 6, 2024, HCTRA will take over billing, customer service, and transaction processing for toll roads owned by TxDOT in the Austin and Houston areas. This collaboration aims to simplify billing for Texas toll users, reduce fees, and bring millions in savings through consolidated operations.

HCTRA Brings Decades of Tolling Experience

HCTRA’s extensive experience in toll services, spanning over 40 years, positions it as a trusted partner for toll management and customer service. TxDOT Executive Director Marc Williams highlighted the benefits of the collaboration, stating, “HCTRA has successfully performed toll services as its core business for 40 years, and we expect them to deliver reliable, high-quality service for our Central Texas and Houston toll road customers.” He also emphasized that the partnership is expected to bring savings and operational efficiencies, helping to keep toll costs low for Texans.

Under this new arrangement, HCTRA will oversee customer service and billing for TxDOT toll roads in Houston and Austin, while TxDOT retains ownership of the toll roads and the Texas Transportation Commission maintains authority over toll rate adjustments.

Key Benefits for Toll Users

Drivers who frequently travel on Texas toll roads will experience several benefits due to the TxDOT-HCTRA collaboration. Consolidating billing through HCTRA will eliminate the need for multiple bills from separate toll operators, offering drivers a simpler, more streamlined billing experience. Other customer-oriented changes include:

1. Unified Billing for Non-Tag Users: Customers who travel without toll tags will now receive a single, consolidated statement from HCTRA, covering trips on both TxDOT and HCTRA-managed toll roads in the Austin and Houston regions.
2. Expanded Payment Locations: Drivers will have more locations where they can pay tolls in person, including EZ TAG stores in Houston and Austin, as well as Walmart, H-E-B, and other retail partners across Texas. These expanded walk-in options are expected to offer greater convenience for customers, especially those without tag accounts.
3. Reduced Non-Tag Fees: Non-tag customers traveling on TxDOT and HCTRA toll roads will only incur fees based on HCTRA’s structure, potentially saving money compared to TxDOT’s previous system.

TxDOT encourages drivers who do not currently use a toll tag to sign up for one, as tag users always pay the lowest toll rates. The agency is urging those with unpaid tolls to clear outstanding balances to avoid confusion during the transition.

Important Transition Dates and System Changes

To accommodate the shift from TxDOT’s current toll management to HCTRA’s system, several key dates and system adjustments have been announced:

• Maintenance Blackout Period: TxTag.org and TxTag systems will undergo maintenance from the close of business on Friday, November 15, through Monday, November 18. During this period, TxTag customers will not be able to access their accounts, update information, make payments, or receive account-specific support.
• Service Resumes: Starting November 18, Pay By Mail customers and those with accounts not yet migrated to HCTRA will be able to contact TxTag for payments and account inquiries.
• Full HCTRA System Access: Customers traveling on TxDOT toll roads in the Houston and Austin regions after November 9 will see their toll bills managed by HCTRA. Customers whose accounts transfer to HCTRA will gain access to their new HCTRA accounts starting December 2. Importantly, no late fees will be assessed during this blackout period.

TxTag Account Transition to EZ TAG

Once accounts are migrated to HCTRA, TxTag users will transition to EZ TAG accounts and will manage their tolls on the HCTRA website instead of TxTag.org. TxTag holders will continue to enjoy seamless travel across toll roads in Texas, Oklahoma, and Kansas. After December 2, TxTag users can set up new online accounts with HCTRA to access their toll details and billing statements.

Continuing Support for Central Texas Toll Roads

While HCTRA will manage billing and customer support for TxDOT-owned toll roads in Houston and Austin, it’s worth noting that drivers using toll roads operated by the Central Texas Regional Mobility Authority (CTRMA) will still receive separate statements for CTRMA tolls. However, CTRMA and HCTRA’s collaboration allows Austin-area drivers without toll tags to receive single EZ Invoices covering both TxDOT and HCTRA toll roads.

Benefits of the New Partnership for Texans

TxDOT’s partnership with HCTRA represents a significant shift toward a more user-friendly toll system across Texas. This joint effort will enhance customer service, reduce administrative costs, and offer a consistent experience across the state. Through this regional approach to toll management, TxDOT anticipates millions in annual savings, which it hopes will contribute to lower toll rates for Texas drivers.

TxDOT has been actively encouraging non-tag users to consider signing up for a toll tag. By doing so, drivers can avoid the complexities of mailed invoices and non-tag fees, benefiting from the discounted toll rates available to tag holders. More information on these transition details is available at TxTag.org, which will continue to provide updates as the handover to HCTRA progresses.

For additional information or media inquiries, contact TxDOT’s Media Relations at [email protected] or (512) 463-8700.