Tolling 2.0: How AI is Redefining KPI Auditing for Tolling Agencies
As the demands on tolling agencies continue to grow—more complex systems, greater data volumes, tighter regulatory scrutiny—keeping up with performance monitoring can feel like an uphill climb. Traditional auditing methods, while valuable, often lag behind in speed and scale required in today’s environment.
At the 2025 IBTTA Technology Summit, Dave DiAngelo, Technical Director at Milligan, delivered a compelling message to tolling agencies: Artificial Intelligence (AI) is not just the future of performance auditing—it’s the tool your agency needs right now.
Why AI, and Why Now?
Tolling systems generate massive amounts of data every day—from vehicle counts and transaction records to customer service interactions and operational logs. Auditing this data manually is not only time-consuming but also costly and reactive.
AI offers a smarter way forward.
For tolling agencies, this means more than just better data. It means:
Continuous performance monitoring, not just periodic checks
Faster detection of revenue leakage
Improved compliance with regulatory standards
More insight for data-driven decision-making
Happier customers thanks to accurate tolling
AI-powered tools can process vast datasets in seconds, identify anomalies, and track key performance indicators (KPIs) in real time. According to DiAngelo, AI has the potential to reduce audit times by more than 75%, all while increasing accuracy, efficiency, and confidence in the system.
Common Challenges AI Helps Solve
Tolling agencies face a range of recurring audit challenges—lag time, data inconsistency, volume overload, security risks, and system downtime, to name a few. AI addresses these head-on by providing:
Real-Time Alerts when KPIs drop below defined thresholds
Pattern Recognition to catch subtle system issues before they escalate
Scalable Oversight as your network grows or evolves
Consistent and Reliable Reporting, free from human error or fatigue
In other words, AI doesn’t just audit—it empowers your team to act faster and smarter.
How to Get Started with AI for KPI Monitoring
You don’t need to overhaul your entire operation to bring AI into the mix. DiAngelo recommends a practical, phased approach tailored specifically to the tolling environment:
Identify KPIs that would benefit most from AI auditing—think accuracy, transaction time, or toll leakage.
Engage key stakeholders early to build a collaborative vision and gather operational insights.
Start with a pilot—test AI tools on a targeted area of your system to see measurable results quickly.
Analyze the outcomes and determine the real value: Did it catch what manual reviews missed? Was it faster? More actionable?
Decide how to scale—extend the pilot, add more KPIs, or integrate the system agency-wide.
And perhaps most importantly: work with experts who know both AI and tolling. Generic tools won’t cut it. The right technology partner can help you customize an AI audit solution that fits your specific infrastructure and goals.
This Isn't Just About Innovation—It’s About Leadership
Yes, implementing AI gives your agency some well-earned bragging rights. But beyond that, it positions you as a leader in operational excellence, public accountability, and future-ready thinking.
With AI, your team can move from reactive auditing to proactive management—catching issues before they impact revenue, compliance, or public trust.
Ready to Explore the Possibilities?
Whether you're looking to pilot a small AI audit system or integrate a full-scale, continuous monitoring solution, there’s no better time to start the conversation.
Contact Dave DiAngelo at Milligan to discuss how your agency can benefit from AI-powered KPI auditing. His deep expertise in tolling systems and innovative technologies can help you build a smarter, more responsive operation that meets the challenges of today—and tomorrow.
Let AI help your agency drive better performance, compliance, and customer satisfaction—all while freeing up your team to focus on what matters most.
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