Cloud-Based Electronic Toll Pay-By-Plate and Violations Processing Customer Service Center Solution

The issuing agency is seeking a vendor to operate, support, and expand an already established statewide cloud-based electronic toll, Pay-By-Plate, and violations processing Customer Service Center. The agency needs a fully integrated back office and call center solution to handle day-to-day operations, financial oversight, marketing, staffing, and the procurement of service contracts, with an option to include walk-in centers. This system must resolve the challenge of managing unpaid violation notices and negative account balances through automated outbound dialing services and third-party collection contractors who utilize skip tracing, mailings, and phone calls. The scope of work covers the maintenance of the Back Office System, including the E-ZPass and Violations Processing System, workstations, supporting applications, peripherals, and telephone systems. The selected vendor must manage two interconnected customer websites that provide extensive information on the E-ZPass program and tolling. Additionally, the project requires transponder management services, including secure storage, application processing, testing, mounting assistance, issuance, and the secure handling of received funds. The agency also requires the integration of professional process servers and service relationships with retail tag distributors to ensure customer-effective operations. Only United States organizations are eligible to bid on this opportunity. The vendor will perform all work offsite, and the contract period will run for one year. The agency is looking for proposals to establish the budget for this project. Bidders must submit their responses digitally, either via email or online. An optional pre-bid meeting will take place on June 23, 2026. Bidders must submit all questions regarding this opportunity no later than July 24, 2026.