The Future of Frictionless Tolling Starts with the Customer
Innovation in transportation rarely happens overnight. It happens when agencies, technology providers, automakers, and payment companies come together around a common goal: making travel simpler for the people who use it every day.
In the first episode of the new Toll Talk Mini-Series: Real Talk – Industry Leaders Roundtable, hosts Kalie Jakovics and Alex Ficari welcome JJ Eden, Executive Director of the North Carolina Turnpike Authority, and Manish Chourey, Chief Technology Officer, for a conversation about one of the industry’s most exciting developments—frictionless in-vehicle payments and what they mean for the future of mobility.
North Carolina’s work aligns with broader conversations happening across the transportation industry as organizations like the International Bridge, Tunnel and Turnpike Association (IBTTA) continue exploring connected mobility, customer experience, and next-generation tolling technologies.
Rethinking the Customer Journey
For years, toll agencies have focused on making payments easier through electronic toll collection, transponders, and license plate recognition. But today’s drivers expect the same seamless experience they receive from mobile apps, digital wallets, and contactless payments.
The discussion centers around one simple question:
How can transportation become nearly invisible for the customer?
Rather than requiring drivers to purchase, install, and manage transponders, the vision is to allow the vehicle itself to become the payment platform. Drivers would securely connect their vehicle to a payment method, allowing tolls—and eventually parking and other mobility services—to happen automatically without additional apps or hardware.
This vision closely mirrors the North Carolina Turnpike Authority’s In-Vehicle Toll Payment Pilot, developed alongside Volvo Car USA, Mastercard, Microsoft, Red Hat, and Cognizant.
From Transponders to Connected Vehicles
JJ Eden explains that every major advancement in tolling has been driven by reducing customer pain points—not simply introducing new technology.
North Carolina has previously led industry transitions including:
- All-electronic tolling
- Video tolling
- Multi-protocol interoperability
- Customer-focused payment improvements
Now, the next evolution focuses on eliminating yet another point of friction: the physical transponder.
As modern vehicles become increasingly connected, agencies have an opportunity to integrate toll payments directly into the vehicle ecosystem rather than requiring separate devices.
Connected vehicle technology is becoming a major focus across the transportation industry as agencies prepare for more integrated Vehicle-to-Everything (V2X) ecosystems.
The Car as Your Digital Wallet
One of the most compelling ideas discussed during the episode is the concept of the vehicle becoming a secure digital wallet.
Instead of thinking about toll payments as a separate process, drivers could simply:
- Register their vehicle once
- Securely connect a payment method
- Drive normally while payments occur automatically
The long-term vision extends beyond toll roads.
The same technology could eventually support parking, mobility services, fuel purchases, and other transportation-related transactions through one connected platform—creating a far more convenient experience for travelers.
Collaboration Across Industries
A major takeaway from the conversation is that innovation at this scale cannot happen in isolation.
The pilot project brings together expertise from multiple industries, including:
- Automotive manufacturers
- Payment technology companies
- Cloud and software providers
- Systems integrators
- Toll agencies
Rather than developing proprietary solutions, the team is focused on creating an open, collaborative ecosystem that allows future partners to participate and innovate together.
That collaborative approach is one reason IBTTA continues highlighting connected vehicles, interoperability, AI, and digital mobility as key themes for the future of tolling.
Why Open Standards Matter
Manish Chare emphasizes that technology should simplify—not complicate—the customer experience.
That means avoiding situations where every automaker or toll agency requires its own app or proprietary system.
Instead, the team is designing around:
- Open APIs
- Secure integrations
- Interoperability
- Flexible future enhancements
This approach allows agencies to adopt new technologies faster while reducing the lengthy upgrade cycles that have traditionally challenged transportation systems.
North Carolina has already demonstrated this philosophy through its cloud-based Back Office System modernization, an award-winning project recognized by IBTTA for its scalable API-driven architecture.
Security Remains a Top Priority
Convenience cannot come at the expense of security.
The discussion highlights how cybersecurity has been built into the project from the beginning, ensuring:
- Secure payment authentication
- Protected customer information
- Trusted vehicle verification
- Reliable transaction processing
By designing security into the platform rather than adding it later, the initiative aims to create a solution agencies and customers can confidently adopt.
Preparing for the Next Generation of Customers
Another important theme throughout the episode is changing customer expectations.
Today’s users increasingly expect:
- Instant digital interactions
- Mobile-first experiences
- Self-service options
- Chat support
- Continuous system improvements
Meeting those expectations requires agencies to modernize not only payment technologies but also the underlying systems that support customer service. Open architectures make it easier to add future capabilities without requiring years-long technology replacement projects.
Innovation Requires Execution
Throughout the conversation, JJ Eden reflects on previous industry transformations that initially faced skepticism—including electronic tolling, video tolling, and interoperability initiatives.
Each was once considered too ambitious.
Today, they’re standard practice across much of the industry.
The lesson is clear: successful innovation isn’t just about having a great idea—it’s about bringing together the right partners, listening to feedback, and executing with the customer always at the center.
Looking Ahead
As transportation continues to evolve, the industry’s future will depend on creating connected experiences that reduce friction while maintaining security, flexibility, and interoperability.
The first installment of the Real Talk – Industry Leaders Roundtable series offers an inside look at how leaders are working together to shape that future—one where technology fades into the background and the customer experience takes center stage.
If the vision discussed in this episode becomes reality, drivers may soon stop thinking about paying tolls altogether. They’ll simply drive.
