Wednesday, May 26, 2021

The next generation of Good To Go!

Update: July 12, 2021
Good To Go! is back online and customers can now check out the new features.

Update: June 14, 2021
Good To Go! customers now have more time to prepare as we will be delaying the transition to our new system by two weeks.

The call center and website will now be available to customers until Friday, July 2, and passes can be purchased until Monday, June 28.
By Chris Foster

As part of our work to improve Good To Go! for our customers, we will soon transition to a new Good To Go! system and new call center. Before we can do that, we need to take our current Good To Go! system offline for about two weeks. 

The Good To Go! website, phone line, and customer service center will be closed for about two weeks beginning Friday, June 18 while we transition to a more modern, user-friendly system. We are still completing final testing of the system, so if there are significant issues we encounter before June 18, there's a chance that date may change.

During the two-week closure, you'll be unable to access your account, pay tolls, or reach customer service. Check our website to learn how you can prepare for the two-week closure.
For about two weeks starting in mid-June, our Good to Go! website, phone line and customer service center will be closed while we switch to a new system.

We've been hard at work making our system better

Our current system is more than 10 years old and hasn't kept pace with technological advancements or customer needs so we're excited to introduce new features as part of the update. Many of the new features are the result of feedback we've heard from customers throughout the years. The new system makes it easier to save money on tolls and has more tools to help yourself online without having to call customer service.

Changes Good To Go! customers will notice
  • New Pay As You Go option – In our new system, you can open a Good To Go! account without pre-paying $30 in tolls. This will give another way for people to save money with a Good To Go! account. With Pay As You Go, tolls are charged to your credit card twice a month. 
    • How is this different from our current system?
      Our current system requires customers to pre-pay $30 in tolls to pay a lower toll rate. Many customers prefer not to pre-pay their tolls, especially those who only use express toll lanes toll-free as a carpooler.

  • Toll bills tied to Good To Go! accounts – If your Good To Go! account balance becomes negative for any reason, you'll still be able to manage all toll trips through your account. 
    • How is this different from our current system? Currently if your balance is negative and you drive on a toll road, the system is unable to apply the toll to your account. Instead, the customer receives a toll bill in the mail that they must resolve separately.
  • More self-service options – New tools will give you greater control over your account, including the ability to reset your password, dispute tolls online through your Good To Go! account, and more. 
    • How is this different from our current system?
      In the current system, to reset your password, change payment methods or dispute tolls from your account, you must contact customer service. 
Changes Pay By Mail customers will notice
  • Easier for Pay By Mail customers to save money by opening an account – If you Pay By Mail you'll be able to open an account as you pay your bill online and save money.
    • How is this different from our current system?
      Today, customers who Pay By Mail, which is $2 more per trip than the Good To Go! rate, must call customer service if they want to lower their bill by opening a Good To Go! account.

  • Toll bills will include all outstanding unpaid tolls, even those from prior billing cycles – Your bill will show you all unpaid tolls tied to your vehicle from the past 30 days, 60 days and longer. It will also reflect any civil penalties which have been issued.
    • How is this different from our current system?
      In the current system, customers only see unpaid tolls from their last bill and civil penalties are billed separately. This can cause confusion about the total amount due for some customers.
What else is new?
  • Customer call back option – Instead of waiting on hold to speak to a representative, you can request a call back.

  • Track the status of your inquiry – If you need to contact customer service, you can open a case, submit a message, and upload files. You'll then receive a link to track the status of your case.

  • Text notifications – You'll have the option to receive important account alerts directly to your phone via SMS messaging. So if your credit card has expired or a payment failed, you'll know right away.
We're excited to offer you these new features – but it may be challenging in the short term.

Large-scale software projects are complex and challenging. We know issues will arise once we reopen and we ask for patience as we work through them. 

When Good To Go! reopens, we expect very long wait times at our customer call center. These long wait times could last for months as we settle into a new normal, so make sure you're prepared ahead of time. 

We've been working on this new system for several years, and we know many of you have been awaiting its launch. While we hoped to launch the system sooner, our priorities are the safety and security of your information, as well as your experience with our system in the long run. 

We're taking the extra steps to make sure that our handling of customer information throughout the process follows the strict guidelines of the industry's security protocols. We are also ensuring that the system offers a better user-experience.

These steps take time. We know that in the end, we'll be able to offer a new system and an improved user-experience for our nearly two million customers.


If you have questions about the new system, or the upcoming two-week closure of Good To Go!, please reach out to us by calling 1-866-936-8246, or sending an email to

Friday, May 14, 2021

How and why messages on highway signs are created

Coordination with Governor's office and Department of Health determines safety messaging

There's a lot of thought and coordination that goes into any communication we do, whether it's on social media, on our website or on our signage. It's never one person deciding what and how to say something.

Since the beginning of the response to the COVID-19 pandemic, we've been instructed by the Governor's office to use our digital highway signs to support messaging about staying healthy. We are one of more than 30 states across the country using similar signs for this type of messaging. Those messages have encouraged mask use, physical distancing and, most recently, getting vaccinated. We work with the Governor's office as well as the Department of Health in crafting the messages.

While we typically use these signs for traffic messages, federal and WSDOT guidelines state they can be used for certain other circumstances, including "safety messages" and "emergency homeland security messages." Governor Inslee and President Trump, and subsequently President Biden, have declared emergencies in response to the pandemic. The Federal Highway Administration has also clarified that the use of these signs is allowed to support the current national emergency and the federal Centers for Disease Control also issued guidance for COVID-19 messages on VMS boards. Our messages follow these messaging themes.

COVID public service announcement (PSA) messaging also does not replace other messages to motorists about traffic, crash and other vital emergency information. Like other PSA messages such as DUI enforcement and seatbelt use, they do not take the place of vital emergency information. If there is a need to message about crashes, construction, congestion, etc., any PSA type messaging is bumped. 

We know some people are frustrated by highway signage featuring public health messaging. It's also easy to forget that the people who work for government agencies are human beings. If you reach out, we ask that you do so in a constructive, respectful way. We all have jobs to do, and we do them the best we can.

Tuesday, May 11, 2021

Cleanup at former market and gas station property begins this year

By Steve Peer

In 2019 we acquired a piece of property next to State Route 520 in Seattle which was long occupied by the Montlake Market and 76 gas station. We needed to buy the property and remove the two businesses to enable major improvements to the SR 520 corridor, including reconstruction of the Montlake Boulevard interchange, construction of a landscaped, three-acre lid over the freeway, and the addition of bus/carpool lanes on the highway. 

During the acquisition process, we confirmed the presence of contaminated soils on the property caused by the decades-long operation of the gas station and its associated operations. As the new owner of the property, we're committed to cleaning up the contamination, which will start later this year.
These pictures from 2017 show the former 76 gas station (left) and the Montlake Market, which formerly operated at the property in Seattle's Montlake neighborhood that we acquired in 2019 and plan to clean up.
Testing the property to better understand the source, type, and spread of contamination

Prior to purchasing the property, we conducted extensive testing to better understand the type of contamination and how far it spread. Here are the four key findings the testing confirmed and the steps we've taken as a result. 
  • Underground storage tanks: Four tanks are buried at the property: three stored gasoline and one stored waste oil. In 2020 we pumped out and cleaned the underground gasoline-storage tanks so they can be safely left in the ground until crews are ready to clean up the site.

  • Type of contamination: We found petroleum-based contaminants on the property. Based on these types of contaminants and the property's decades-long history of use by a gas station and associated activities, the contamination relates to spills and/or leaks from these gas station operations.

  • Location of contamination: The contamination is in the soil and groundwater. It does not appear to have reached private properties, but it has spread to adjacent areas below Montlake Boulevard and the eastbound SR 520 off-ramp to Montlake Boulevard. We're closely coordinating with King County regarding their combined sewer and the City of Seattle about the cleanup activities that will extend into Montlake Boulevard and the eastbound SR 520 off-ramp to Montlake Boulevard. We expect some traffic impacts during the cleanup work. 

  • Community and environmental safety: Our testing confirmed that the contaminants that are present are not currently affecting the health and safety of community members or water supplies. During the cleanup work some odor and dust will be generated that will be monitored to verify that it does not pose a substantial risk to the nearby neighborhoods. We will take all appropriate safety measures, including coordinating with the proper regulatory agencies and providing any necessary public notifications. 
If you're interested in learning more about the contaminants and testing, read the Montlake Texaco - Remedial Investigation Report on the state Department of Ecology website. 

Cleanup could start as early as this summer

Over the past several months we've worked with Graham, the SR 520 Montlake Project contractor, to develop a plan for their cleanup of the property. The work is expected to take place in three phases. 
  • Phase 1 – Tank removal and on-property soil removal: Later this summer, crews will remove the four underground storage tanks from the former gas station property and begin excavation and removal of contaminated soil.

  • Phase 2 – In-street soil removal: Crews will take advantage of the already scheduled SR 513 Montlake Bridge closure – planned  for Aug. 9 to Sept. 2 – to excavate and remove the contaminated soil that extends underneath Montlake Boulevard and the eastbound SR 520 off-ramp to Montlake Boulevard. Doing the work during the SR 513 closure will reduce the number of street-closure days needed to complete this cleanup work and will shorten the overall construction impact to the community.

  • Phase 3 – Addressing groundwater contamination, filling with clean soil, and monitoring contamination concentrations: After the contaminated soil is removed, some contamination will still remain in the groundwater. Crews will place compounds that add oxygen to the deep soil and groundwater. This procedure will increase the speed of naturally occurring processes that clean groundwater. Crews will then backfill the excavated site with clean soil and top the site with asphalt. We expect crews to complete the work by the end of September. Finally, for at least the following year as the natural cleanup process continues, we will monitor the concentration of the site's groundwater contamination to verify that its decline meets state standards.
You can learn more about the plan in the recently submitted Remedial Action Plan on the state Department of Ecology website.
Here is the approximate area of the former 76 gas station and Montlake Market property and extent into Montlake Boulevard and the eastbound SR 520 off-ramp to Montlake Boulevard that we plan to excavate, remove contamination and refill with clean soil.
Working with experts

We enrolled our Montlake property in the Department of Ecology's Voluntary Cleanup Program in 2019. Under the program, we closely coordinate with Ecology and receive the department's technical assistance. The goal is receiving Ecology's approval that all necessary cleanup is completed – known as a "Notice of No Further Action." You can learn more about the voluntary program and our Montlake cleanup project on Ecology's Montlake Texaco webpage.

Who pays for all this?

All testing, planning, construction, and monitoring work is being initially funded through the budget for the Montlake Project. The cleanup work is estimated to cost somewhere between $3.5-$5 million. 

We're seeking reimbursement for our cleanup costs from the previous gas station operator and land owners pursuant to the Washington State Model Toxic Control Act, and consistent with the settlement agreement through which we acquired the property. 

Completing the cleanup and selling the Montlake Property

Once monitoring shows contamination levels consistently meet state standards and all Montlake Project construction is complete, including street and sidewalk improvements, we plan to sell the property through a public process at fair market value as required by state law. The property is zoned as "Neighborhood Commercial," which the City of Seattle defines as "a small shopping area that provides primarily convenience retail sales and services to the surrounding residential neighborhood." 

Keeping community members informed

We're eager to remove the site's pollution and restore the property for future use, though we recognize this work requires temporary disturbance to community members and travelers. 

We'll have more details about what neighbors can expect during the cleanup as the work nears. To stay in the loop, we invite you to: 

Tuesday, May 4, 2021

Walking and rolling into the future together

By Barb Chamberlain

It's National Bicycle Month and a good time to roll out the completed State Active Transportation Plan, 2020 and Beyond. Part 1, that is – there's more to come later this year as we finish work on needed policies and performance measures. Part 1 meets our state law requirement to prepare the plan with a statewide strategy and needs assessment. 

With a decade's worth of data, the plan lays out deeply troubling safety issues and identifies changes needed to address them. Vulnerable road users now make up about 21% of all traffic deaths – that's far out of proportion to the fatality rates for all other modes. And those fatal crashes happen more often in places with low-income households and places with higher numbers of Black, Indigenous, and people of color. State routes through population centers also have a disproportionate number of crashes, and driving speed is a major factor.

Thousands of people across the state engaged with the plan's development and we received hundreds of comments from them earlier this year. We heard the same things again and again: Finish the sidewalks. Make it safer to cross the road. Slow traffic where lots of people walk and roll. Deal with the inequitable effects of the past. Connect the beautiful trails we already have into a larger network. Make it easier to use healthy and sustainable ways to get around.
Among the most common pieces of feedback we received from the public is the need to improve and add sidewalks across the state.
You'll find all of these topics and more in the plan, which is notable for being the first-ever evaluation of 6,977 lane-miles of state right of way, specifically for how it works for active transportation use. The results aren't really a surprise; past decisions prioritized the needs of people moving in motor vehicles, rather than those of people walking, biking, or rolling. 

While the plan is fairly technical and written to conform to requirements of state and federal law, it begins with the understanding that these are the most fundamental forms of transportation and we need to make them work well for people and for the planet. We started building a transportation system – this plan will help us finish it.
Having safe routes for people on foot, bike and other non-motorized modes of travel to get around is a priority of the Active Transportation Plan.

So, the plan's done. Why would you read it now? You'd read it if you want to:
  • Understand the challenges we face if we are to meet our state safety goal of zero traffic deaths. 
  • Understand how decisions about roadway design affected walk/bike safety and mobility, with especially significant effects in places where more lower-income, Black, Indigenous, and people of color live. 
  • Learn about tools such as speed management and improvements at crossings, including ramp junctions – improvements we need not just on state routes, but on local streets and roads as well.
  • Get a sense of how land-use changes have created population centers around state highways that look, feel, and function like towns, without having the sidewalks and bike lanes they need. 
  • Understand how we arrived at a "snapshot in time" high-level cost estimate of what it would take to address gaps on 1,685 miles of state routes through population centers. 
  • Consider the opportunity to connect and complete trails and designate more U.S. Bicycle Routes for a statewide bikeways and trails network. 
  • Ask your local government officials when they last updated their active transportation plan and how they can work to align local network connections and crossings with future changes on state routes.

While biking on the closed section of the SR 20 North Cascades Highway is fun, creating safe infrastructure everywhere for those who walk and roll is a key part of the plan.

Our staff are already developing next steps to move the analysis from the plan's Part 1 into practice while they work to get Part 2 ready for public review sometime this summer.

To receive future updates specifically for the plan, subscribe to the ATP E-News. For active transportation news updates including grant opportunities, webinars, and activities of WSDOT and partners subscribe to the WSDOT Walk + Roll E-News.