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DRBA Relocates E-ZPass Walk-in Customer Service Center - Move Designed to Enhance the Customer Service Experience; Provides for Staffing Flexibility

By Cape May-Lewes Ferry | Feb 21, 2014
Photo by: DRBA

DRBA Relocates E-ZPass Walk-in Customer Service Center

Move Designed to Enhance the Customer Service Experience; Provides for Staffing Flexibility

(New Castle, DE)  Today, Delaware River and Bay Authority (DRBA) officials announced that its E-ZPass Walk-in Customer Service Center will move from its current location inside the Authority’s Main Administrative Complex to the atrium of the Vincent A. Julia Center Building adjacent to the Bridge Toll Plaza.   The new center will open for business on Monday, February 24, 2014. 

According to Jim Walls, Chief Operations Officer, the relocation of the Walk-in Center is geared to customer service and efficiency of operations.  “Our customers deserve the best and our new Walk-in Center definitely enhances the customer experience," Walls noted.  “It also makes sense to have our toll operations in one central location.”  Walls noted that the consolidation of the toll operation department is an advantage for staffing and supervision requirements.

Renovations to the Vincent A. Julia Center atrium required approximately eight weeks to complete. Authority maintenance, electronics and IT personnel were instrumental in the renovation process, installing network cabling, adding communication capabilities and mounting additional camera security.

The existing atrium floor was completely removed and new tile flooring and carpet were installed. The new E-ZPass counter was fabricated in modular units and assembled in the building atrium. For the convenience of the Center’s customers, a new ATM machine was also installed. 

“As part of New Jersey E-ZPass, our customer service representatives have the ability to open private and business accounts, resolve customer account discrepancies, assist customers with violation issues, accept payments for customers and answer general E-ZPass questions,” remarked Jeff Hoffman, E-ZPass Customer Service Manager at Delaware Memorial Bridge.  “We operate a full-service center that is focused on our customers’ needs.”

The Customer Service Center is open Monday – Wednesday; Friday from 8:00 a.m. to 5:00 p.m.  On Thursdays, the Center has extended evening hours, 8:00 a.m. to 7:00 p.m. Customers can also access their account by calling toll free, 888-288-6865 or via the web at www.EZPassNJ.com

 In June 2011, the Authority merged its E-ZPass operations with New Jersey E-ZPass to streamline the process and provide for a more customer-friendly experience. 

About the Delaware River and Bay Authority

The DRBA, a bi-state governmental agency created by Compact in 1962, owns and operates the Delaware Memorial Bridge, the Cape May- Lewes Ferry, the Three Forts Ferry Crossing and the Salem Business Centre in Carney’s Point Twp., NJ. The DRBA also manages corporate and aviation properties through its economic development powers - two airports in New Jersey (Millville Airport and Cape May Airport) and three in Delaware (New Castle Airport, Civil Air Terminal and Delaware Airpark). All DRBA operating revenues are generated through the bridge, ferry and airport facilities.  For more information, visit www.drba.net.

Julia_CSCInside2:  Bridge workers finalize work on the new E-ZPass Customer Service Walk-in Center in the Atrium of the Vincent A. Julia Center at the Delaware Memorial Bridge.  The center, which was relocated from the main administration building, will open to the public on Monday, February 24, 2014.

Bridge workers finalize work on the new E-ZPass Customer Service Walk-in Center in the Atrium of the Vincent A. Julia Center at the Delaware Memorial Bridge.  The center, which was relocated from the main administration building, will open to the public on Monday, February 24, 2014. (Photo by: DRBA)
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