01.12.2024 | News Release

SANDAG Board Approves Action Plan to Resolve Regional Tolling System Issues

On Friday, under the leadership of SANDAG and San Diego County Board of Supervisors Chairwoman Nora Vargas, the SANDAG Board of Directors approved an action plan to resolve ongoing tolling system deficiencies and to implement a new back-office system. 

“The San Diego region deserves transparent and accountable government. I am proud of the SANDAG Board for taking action today to ensure that all tolling issues are fully resolved and that customer concerns are addressed,” said Chairwoman Vargas. “The approval of this action plan is just the first step in our commitment. Next week, Coleen Clementson will begin her tenure as SANDAG’s interim CEO, and one of her top priorities will be tackling this issue ensuring the public updated every step of the way.”

The approved action plan includes a $31.7 million multiyear investment that will support the implementation of a new back-office system by a new team of vendors: Deloitte and A-to-Be. The improved state-of-the-art tolling system will provide customers with a much more user-friendly experience and mobile application. 

The SANDAG action plan also includes:

  • Conducting regular vendor and internal assessments 
  • Implementing a quality assurance and quality control plan
  • Operational and customer service improvements
  • Internal policy changes that include regular and proactive reporting to the SANDAG Board 

While SANDAG continues its work on the action plan over the next year, there are several internal and external assessments occurring to ensure all issues are identified and resolved. 

SANDAG encourages all customers with questions to contact the SANDAG Customer Service Center:

  • Phone: 888.889.1515
    • Monday-Friday, 8 a.m.–6 p.m.
  • Email: customerservice@sandag.org
  • In person: 1129 La Media Road, San Diego, CA 92154 
    • Monday–Friday, 8 a.m.–5 p.m. (excluding federal holidays)