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 solve the challenges of managing day-to-day toll operations, financial oversight, marketing, and service contracts. The project covers customer service functions, transponder issuance, transponder testing, assistance with mounting transponders, application processing, and the secure storage of transponders and received funds. The scope of work requires the vendor to manage two interconnected customer websites that provide extensive information on the E-ZPass program and tolling. The agency also requires the integration of professional process servers, retail tag distributor relationships, and outbound automated dialing services via Robotalker to notify account holders of insufficient prepaid balances. Additionally, the selected vendor must utilize a third-party contractor to perform skip tracing, mailing, and phone calls to collect unpaid violation notices and negative account balances. The vendor must maintain the entire Back Office System, which includes the E-ZPass system, the violations processing system, workstations, supporting applications, peripherals, and the telephone system. The agency may also exercise an option for the vendor to operate walk-in customer service centers. Performance of all contracted work will take place offsite. Eligibility is restricted to onshore organizations based in the United States. The agency is looking for proposals to determine the budget, and the resulting contract period will be for one year. An optional pre-bid meeting will take place on June 23, 2026. Bidders must submit all questions no later than July 24, 2026. The agency accepts digital response submissions via email or online.