PA Turnpike Debuts New Texting Service to Enhance Customer Experience
PA Turnpike Debuts New Texting Service to Enhance Customer Experience
Employee Innovation Challenge Yields a Transportation Industry First
Middletown, Pa. — The Pennsylvania Turnpike Commission (PA Turnpike) has officially launched a new text messaging service, offering customers real-time communication during unexpected traffic backlogs and underscoring its commitment to providing a safe, reliable, customer-valued toll road.
This transportation industry first is free, available 24/7 and designed only for PA Turnpike customers experiencing unexpected backlog. By texting “info” to 47676, drivers receive automated, location-specific information about the incident, anticipated clearance times and roadway updates.
“We take immense pride in maintaining safe, clear roadways on the PA Turnpike,” said PA Turnpike COO Craig Shuey. “Yet, we know incidents happen. While 47676 can’t lift drivers out of a backlog, it provides them timely reassurance that incidents are being handled, and an estimate on when travel will resume.”
Here’s how it works: While at a complete stop in a location where it is safe to remain stationary, through hands-free devices and voice command or through a passenger in the car, text “info” to 47676. Users will be walked through prompts to verify their backlog location using GPS. Once confirmed, the service provides automated updates every 15-20 minutes, including what happened, how long it will take to clear and other roadway updates. Texts stop after an incident clears. To reactivate the service for a new incident, text 47676 again. This is not used for daily commuter traffic or construction-related delays.
In June, Paul Miller’s Law goes into effect, prohibiting the use of hand-held mobile devices while driving. Drivers are expected to follow this and all other applicable laws and regulations related to the use of mobile devices in vehicles.
The concept originated from the PA Turnpike’s annual employee innovation challenge, styled after the “Shark Tank” reality competition. The idea was for all customers to be able to text for incident updates when stuck in a backlog.
“The PA Turnpike has a variety of efforts that enhance roadway reliability,” said Manager of Incident Management and Traffic Operations Mike Pack. “This includes dedicated staff training, emergency responder coordination and real-time condition monitoring. Despite their rarity, we know drivers are frustrated by unexpected backlogs; 47676 can help alleviate some of that concern.”
Due to these initiatives, the PA Turnpike recently achieved its fastest clearance time in three years. This metric is measured from incident detection to all travel lanes open.
This service compliments existing customer assistance offerings such as *11 and 511. Drivers can also call 911 at any time for life-threatening emergencies, criminal activity and immediate police, fire or EMS assistance.
A national transportation leader, the Pennsylvania Turnpike (PA Turnpike) is the second largest tolling facility in the United States with the most miles. The PA Turnpike proudly supports safety and convenience for its more than 550,000 daily customers through 24-7 roadside assistance, round-the-clock food and fuel at 17 service plazas and a dedicated maintenance force and State Police Troop. The PA Turnpike’s approximately 1,400-person local workforce is unified in its mission; to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce. For more information about the PA Turnpike’s mission, vision and values, please visit Home | PA Turnpike.
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Media Contacts:
Marissa Orbanek, Press Secretary: (267) 408-5151, morbanek@paturnpike.com
Crispin Havener, Assistant Press Secretary: (717) 870-2841, chavener@paturnpike.com