October 22, 2018 – The Pennsylvania Department of Transportation (PennDOT) has modernized its online Customer Care Center – customercare.penndot.gov – to make it easier to report concerns on state-maintained roadways with new mapping capabilities, optional photo uploads and a mobile-friendly interface.
“We continually look for ways to use technology to improve our customers’ experience, and our new Customer Care Center makes it easier to share their concerns or feedback,” PennDOT Secretary Leslie S. Richards said. “The public reports help us in our roadway maintenance and safety responsibilities, and this modernization will ensure we get better information from our customers right from the start.”
The modernized service sorts concerns into categories: road or bridge conditions; removing something from a roadway; traffic, signs or signals; ongoing roadwork or projects; or general questions and concerns. Users can map their current location to document a concern or choose an address or roadway, as well as other relevant location information, and even upload photos related to the concern. These descriptions will provide better information for PennDOT staff and can reduce the amount of time needed to gather more information from customers submitting concerns.
As of September 30, the previous Customer Care Center had nearly 45,000 concerns submitted this year, with more than 96 percent of those concerns being resolved.
Motorists are asked to be as specific as possible when providing locations of concerns. Motorists should report the county, municipality, street name, and state route number, which can be found on small black and white signs posted along state highways. In addition, a description of any familiar landmarks would be helpful for PennDOT to locate the problem area.
Maintenance concerns will be corrected as soon as possible. Emergency road repairs, such as road wash-outs, are handled on a top-priority basis.
Concerns may also be reported through 1-800-FIX-ROAD (1-800-349-7623), though the number should not be used to report traffic accidents, disabled vehicles or other emergencies. Motorists should continue to call 911 to report these types of emergencies.
Customers with questions or concerns related to driver or vehicle services should visit www.dmv.pa.gov. For concerns related to the Pennsylvania Turnpike, visit the Turnpike Commission website at www.paturnpike.com.