The Pennsylvania Turnpike is making improvements to its Special Hauling Permit and customer service systems, which means the Special Hauling Permit System will be temporarily unavailable Wednesday, April 27 starting at 3 p.m. ET through Sunday, May 1. The new system will be back online and available Monday, May 2.
This enhancement is part of a multi-year project to transform the PA Turnpike’s customer service systems and processes to improve, modernize and elevate the customer experience. In May, customers will see changes when contacting the PA Turnpike through our customer service phone number and the customer portal. The Turnpike will be launching a new Customer Back Office System (CBOS), to improve the customer experience by offering:
- self-service functionality through a state-of-the-art, interactive natural language IVR phone system, including a new way to check permit status while on the go;
- a new customer service portal for self-service truck permitting, including stored payment methods for faster checkout;
- a new, enhanced customer contact management and ticketing system for more personalized service; and
- a modernized, customer-facing website with a new look and feel and an upgraded toll calculator experience integrated with Google Maps (launched October 2021).
You are receiving this email because you or your organization previously applied for a PA Turnpike Special Hauling Permit for Overweight/Over-dimensional vehicles. Beginning May 2, when applying for a permit, you will see a new look and feel to our Application System. Please note, there have been no changes to permit requirements or fees. You will use the same login credentials to access your account, and all historical data will be available in the new system. Here are a few differences you will notice along with some suggestions:
- There could be up to a 15-minute delay in the PA Turnpike customer portal before you see updated information regarding your permit payment status. You permit is ready and approved for travel once you receive the payment confirmation email.
- Travel that involves a problematic interchange, which requires coordination for wide loads, will now receive a “pending manual review” status instead of being denied. The PA Turnpike Customer Assistance Center (CAC) will contact customers directly to coordinate the move within one business day after the permit is submitted.
- Make sure you know your username and password for the PA Turnpike Permit System. You may want to refresh your memory if you have credentials saved to your computer.
- Take the opportunity to review your company contact information and make any needed updates after logging into the new PA Turnpike Permitting System.
If you have questions about these changes, contact WCS Permits & Pilot Cars.