State senator demands TxTag answers from Xerox, TxDOT

AUSTIN (KXAN) — If you have used local toll roads, and then had trouble paying your TxTag account, you’re not alone. Now, TxDOT will again face tough questions from the state senate about the vendor operating TxTag.

Xerox landed the $100,000,000 contract from TxDOT to operate the toll-by-mail system we know as TxTag. Yesterday, we told you the state is fining Xerox for the system that’s not working.

Today, in our quest for answers, we spoke with Austin’s state senator Kirk Watson who has been demanding answers from TxDOT.

“Xerox isn’t doing the job,” Watson said.

In September, TxDOT told Watson the issues had been fixed and it took less than a minute for phone calls to be answered.

But KXAN viewers, one after another, tell us they continue to get a busy signal. When we tried calling this morning and got a busy signal. We called again this afternoon and also got a busy signal.

TxDOT has already fined Xerox $177,000 dollars and, it’s facing additional “hundreds of thousands of dollars or more for its failure to meet contractual and performance obligations,” according to a statement KXAN received from the Texas Department of Transportation.

TxDOT admits to KXAN Xeorx has failed to have the call center and automated telephone system running properly.
They say the root of the problem is converting the old TxTag system to the new one that launched last summer.

“I want Xerox held accountable,” Watson told KXAN in an interview Tuesday.

In a statement, Xerox says:

“Xerox continues to work diligently to address transition processing issues related to the data, which includes an unusually large amount of aged data that was handled by the previous TxDOT vendor. The delay in billing is part of the conversion to a single account structure – no more separate bills (TxTag, pay-by-mail, violation) for the same vehicle. The temporary delay will have long-term benefits as all transactions will be posted to a single statement/invoice. Xerox has hired more than one hundred people to alleviate the wait time customers are experiencing.”

Watson says he will haul Xerox representatives before a Senate meeting in coming weeks to try and get the company to answer questions directly.

“I don’t have a problem with the folks at TxDOT that are telling me they’re going to stay on this. The problem that I’ve got is that Xerox is not meeting its requirements and TxDOT needs to make sure Xerox does that,” Watson explained.

We tried repeatedly to get someone from TxDOT to answer questions on camera, but agency officials refuse. They claim they’re just too busy trying to fix the problems with TxTag.

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