Customer Service Center and Violation Processing System. June 27, 2013
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1 Customer Service Center and Violation Processing System June 27, 2013
2 Timeline Explore new technology and national best practices with RFI Redefine business rules Document new business rules Develop RFPs for technology to support new business rules Conduct procurements and testing Transition to new contracts/system implementation Contract renewals for existing system Establish new customer service contracts Continual improvements 2 Presented by Shana Whitehead on June 27, 2013
3 Electronic Tolling Technology and Data Contracts Lane Contracts ETCC Lane controller software Most lane hardware Maintenance services New plaza installation Patents Toll and I-PASS Processing Contracts ETCC I-PASS accounts Violations processing Reciprocity New System I-PASS accounts Violations processing Reciprocity anticipated overlap Other Contracts Registered owner of vehicle data Web self-service provider Correspondence distributors Retail distributor of inventory Direct retailer of inventory Collection agencies Bank and EFT payment processor Payment processors Lock box service provider Credit card update service Mail address skip-tracing Interoperable entities 3 Presented by Shana Whitehead on June 27, 2013
4 Key Milestones To Date June 2011: Third party confirms that current system is not capable of supporting growing and evolving operations uary 2012: Request for Information (RFI) results in 29 vendor presentations on different electronic tolling solutions November 2012: Request for Proposals (RFP) for Customer Service Center and Violation Processing System issued uary 2013: Deadline for responses to RFP March-May 2013: Best and Final Offer (BAFO) negotiations June 2013: Award recommendation 4
5 Key Procurement Goals for New System World-class software in use by large revenue organizations Depth and accessibility of development resources Depth and discipline in development approach, including documentation practices Enhanced transparency and accountability, including better monitoring and reporting Robust functionality to support future innovations, such as smartphone-based tolling Flexibility to accommodate future changes, such as the expansion of interoperability Stability of architecture and capacity for monitoring to support continuous, uninterrupted operations 5
6 Key RFP Attributes to Solicit Quality Responses More than 7,000 detailed functional and technical requirements Comprehensive process diagrams Questions regarding project management practices Questions regarding software development and documentation methodologies Questions regarding system monitoring tools Mandatory software demonstrations with structured demonstration scripts Detailed pricing model 6
7 Key RFP Attributes to Maximize Competition Professional and artistic designation Clear evaluation criteria Equivalence of tolling and non-tolling experience Accommodated all hardware and system platforms Accommodated different code ownership frameworks Provided for the option to include or exclude standard items that may be on a State procurement schedule and are not integral parts of the system 7
8 Recommended Award Based on Best Value Software widely acknowledged to be among best in class Software includes full array of optional modules Fair and reasonable price that can be accommodated by Tollway budget More onsite resources for implementation More maintenance resources for post-implementation support 8
9 THANK YOU
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