KINGSTON, Jamaica — TransJamaican Highway Limited (TJH) is undertaking improvements to enhance the customer experience for motorists who travel the TransJam Highway that runs from Mandela Highway in St Catherine to May Pen in Clarendon.

The move is in response to the growing demand for more efficient and user-friendly toll road services, and to make access faster and more flexible.

It is also part of a broader strategy to improve service delivery in line with expectations of a growing customer base.

TJH Group Chief Executive Officer (CEO), Ivan Anderson, in providing details of the measures during a recent forum hosted by the Toll Authority of Jamaica, said that motorists can now obtain T-Tags 24 hours a day, eliminating the need to visit the physical office.

The T-Tag allows drivers to pay tolls automatically as they pass through designated automated lanes at toll plazas.

“Traditionally, customers had to gather documents, hope the office was open and wait in line to get their T-Tags. Now, that is outdated,” he said, pointing out that motorists can “simply drive through the toll plaza, purchase your tag in the lane, and start using it immediately”.

Drivers who use a T-Tag enjoy significant savings, as they pay less than cash-paying motorists, and those who use the Highway more than 10 times per week receive an additional discount.

“Our goal is to make it more affordable and efficient for frequent users, which is part of our push to give our customers better value for money,” Anderson explained.

The CEO highlighted that TJH has invested heavily in technology to enhance customer convenience, citing the TJH mobile app, which allows users to monitor their balance, top up accounts and view toll-usage history in real time.

“Customers can also set automatic top-ups once their balance drops below a preset threshold, ensuring uninterrupted access to the toll road,” Anderson noted.

“Whether you are in Jamaica or overseas, the top-up process is seamless,” the CEO pointed out, adding that persons can also top up via the TJH website, WhatsApp, or at more than 800 locations islandwide.

Anderson said that the app now displays real-time account balances after each toll booth transaction, a move that has been well received by users.

In response to increasing traffic volumes, especially during peak hours, TJH has reconfigured toll plazas to allow more dynamic lane usage. Traditional manual lanes are now being transformed to accommodate tag users during high-traffic periods.

The TJH Group CEO cited the example of the Portmore Toll Plaza, which operates up to 13 lanes heading towards Kingston in the mornings to ease congestion. At the Spanish Town Toll Plaza, there are flexible lanes that can shift direction based on traffic flow.

Another significant change pointed out by Anderson is the fact that credit card payments are now accepted at toll booths on TransJam Highways.

This improvement, he noted, allows motorists to pay tolls with cards and top up their accounts, which is particularly useful for people who prefer not to carry cash.

Recognising the unique needs of all road users, TJH has also introduced licence plate-mounted tags for vehicles with windshields that interfere with tag readability. It is a feature that will decrease the inconvenience for persons who use the tag lanes and are delayed by vehicles with such challenges.

Anderson further pointed out that for the first time, tags are now available for motorbikes.

He also cited improved safety features, with the Highway equipped with patrol and maintenance units with real-time tracking systems to improve emergency response times.

In response to community concerns, new safety barriers have been installed at Mineral Heights, deterring motorists from illegally entering the highway in the wrong direction.

New exit and entrance ramps have been constructed at Freetown to better serve rapidly expanding residential areas.

Additionally, heavy-duty fire extinguishers have been positioned at toll plazas for rapid deployment in the event of vehicle fires.

A new instant violation notification system, in association with the Jamaica Constabulary Force (JCF), has led to successful prosecutions and fines for breaches of the Toll Road Act, including toll evasion.

Anderson further indicated that as part of its ongoing digital transformation, TJH has launched a new E-store, allowing motorists to order toll tags online for home delivery. Real-time top-ups are also enabled across all partner platforms, cutting down waiting times between payment and access.

TJH emphasised its commitment to building a fully Jamaican toll road operation that meets international standards while responding to local needs.

“As our customer base continues to grow, so must our commitment to innovation, affordability, safety, and convenience,” Anderson said.

Chief Executive Officer of the Toll Authority of Jamaica, Jerome Palmer, said that the work of the concessionaire to improve the customer experience was far-reaching.

“People are the heart of Jamaica’s progress, and transportation is the vein that keeps that lifeblood flowing. From fuelling commerce in our towns to ensuring ambulances reach those in need, to giving students a reliable road to education, the TransJamaican Highway is driving our nation forward,” Palmer said.

He pointed out that by infusing world-class technology into every mile, the bar for service is being raised, boosting customer satisfaction, and making travel safer, faster and smarter.

“The Toll Authority sees these innovations as more than upgrades; they are pillars of nation-building, unlocking opportunity, connecting communities from coast to coast, and propelling Jamaica towards a stronger, more connected future for every citizen,” he said, adding that TJH is moving in the right direction.

Regular user of TransJam Highways, Fabian Campbell, said that the upgrades are helpful, particularly the app which he uses to top up his T-Tag from the comfort of home.

— JIS