REQUEST FOR PROPOSAL RM 112649 E ZPASS CUSTOMER SERVICE CENTER Pre Proposal Meeting 10:00 AM Monday February 23, 2015 Board Room of the Authority s Administration Building, 581 Main Street, Woodbridge, NJ 07095
Pre Proposal Meeting Areas of Focus New Jersey E ZPass Customer Service Center What is New Jersey E ZPass? Business Landscape Intent and Expectations Key Metrics and Operating Statistics Project Goals NJ E ZPass CSC Requirements Procurement Summary RFP Overview Procurement Schedule Checklist Project Overview Project Schedule and Phasing Scope of Work Proposal Submissions Evaluation Process Procurement Contacts 2
What is? NJ E ZPass CSC Services Toll Agency Customers: New Jersey Turnpike Authority (NJTA) Lead Agency South Jersey Transportation Authority (SJTA) Delaware River Port Authority (DRPA) Delaware River and Bay Authority (DRBA) Delaware River Joint Toll Bridge Commission (DRJTBC) Burlington County Bridge Commission (BCBC) 3
What is? Toll Agencies Transaction Volumes Toll Agency 2014 Average Monthly Transaction NJT ~15,700,000 GSP ~25,000,000 SJTA ~3,100,000 DRPA ~2,550,000 DRJTBC ~2,200,000 DRBA ~1,000,000 BCBC ~530,000 Total ~50,000,000 4
What is? 80% of Toll Revenue Collected Electronically 2.5% Average Violation Rate Revenue is Pledged to Bondholders Public Face of the Toll Agencies 5
Metric and Operating Statistics Key Metric Operating Statistics # of Active Accounts ~2,472,969 # of Transponders ~4,898,692 Total Toll Dollars Processed ~150 Million per Month Percentage Credit Card vs Cash Replenishments ~98.2% vs 1.8% # of Customer Contacts Phone Calls ~195,000 per Month Violation Images Reviewed Violation Notices Mailed ~800,000 per Month ~1.2 Million per Month # of Credit Card Replenishments ~ 1.3 2.0 Million per Month 6
Business Landscape Significant Brand Recognition and Identification Mature Customer Base Stable Mix of Commercial/Individual Accounts Substantial E ZPass Penetration Predictable Transaction Volumes Challenge to Optimize Service Capabilities Opportunity to Stage/Phase In Improvements 7
Intent and Expectations Customer Service and Relationship Management are Essential All Inclusive Account Management Proactive Case Management Quantitative and Qualitative Customer Service Measurements Continuous Improvement Over the Entire Term of the Contract Operating Efficiency Customer Service Experience 8
Intent and Expectations Active Management and Quality Assurance Performance Standards and Accountability Payment Industry Standards Tolling Industry Standards Access to Information (Customer and Client Self Service) Use of Intent Statements Throughout the RFP Highly Configurable Technology Enabled Features 9
Project Goals Focus on Customer Service and Account Management One Stop Shop for Account Services Transaction Traceability and Reporting Full Financial Accounting and Reconciliation Reduced Cost of Collection Through Operational Efficiencies/Automation Enhanced Technology Focus on Maximizing Collections Administrative Fees Negative Account Balances 10
CSC Requirements Payment Industry Standard Account Setup and Maintenance Credit Card Transaction Submissions Transaction Posting to Customer Accounts Customer Statements Customer Billing/Invoicing Customer Service/Communications Online/Mobile App Phone Email/Mail 11
CSC Requirements Payment Industry Standard Dispute Resolution Call Center Operations Transaction Settlement with Other Parties Transaction Reconciliation and Reporting Financial Accounting and Controls Fee and Fine Assessment Collection of Delinquent/Overdrawn Accounts SSAE 16 Reporting on Controls at a Service Organization PCI Compliance and Certification Customer Service Software System Maintenance and Upgrades 12
Toll Industry Specific CSC Requirements Interface to Toll Agency Host Systems Violation Transaction/Image Processing Transponder Management and Distribution Individual Toll Agency Toll Discount Plans 13
RFP Overview: Sections I VII Section I: Background/Introduction Section II: Administrative and Contractual Information Section III: Scope of Services Section IV: RFP Response, Evaluation Factors and Criteria Section V: Insurance and Indemnification Section VI: List of Exhibits Section VII: Checklist Appendix 1 Draft Contract 14
Procurement Schedule Event Pre Proposal Meeting Closing Date for Submittal of Inquiries Closing Date of Receipt of Proposals Date February 23, 2015 10:00 AM March 4, 2015, 4:30 PM May 13, 2015, 4:30 PM Oral Presentations (if requested) June 15/16, 2015 Best and Final Offers (BAFOs) (if requested) Tentative Board of Commissioners Approval June 22/23, 2015 August 25, 2015 15
RFP Overview: Checklist A. MANDATORY EQUAL EMPLOYMENT OPPORTUNITY LANGUAGE (Professional Services) B. AFFIRMATIVE ACTION INFORMATION SHEET C 1 AFFIDAVIT OF MORAL INTEGRITY C 2 AFFIDAVIT OF DISCLOSURE OF MATERIAL LITIGATION D. OWNERSHIP DISCLOSURE FORM E. VENDOR FIRM DISCLOSURE FORM EXECUTIVE ORDER 129 F. DISCLOSURE OF INVESTMENT ACTIVITIES IN IRAN G. NOTICE TO ALL PROPOSERS SET OFF FOR STATE TAX H. NJ ELECTION LAW ENFORCEMENT COMMISSION REQUIREMENT FOR DISCLOSURE OF POLITICAL CONTRIBUTIONS I. AFFIDAVIT OF NON COLLUSION J. NEW JERSEY DIVISION OF REVENUE BUSINESS REGISTRATION CERTIFICATE (Must be submitted prior to contract award) K. SMALL BUSINESS /MINORITY BUSINESS /WOMAN BUSINESS ENTERPRISE FORM L. SMALL BUSINESS ENTERPRISE FORM SBE FORM PROPOSED SCHEDULE OF SMALL BUSINESS ENTERPRISE PARTICIPATION M. INSURANCE ((See Section V of RFP) for Insurance Requirements for the Contract. Submit proof of insurance either certificate of insurance or letter from broker with proposal.) N. FINANCIALS (Provide copies of audited financial statements or federal income tax returns for the past three years.) O 1 CONTRACT BOND O 2 LETTER OF CREDIT P. PROPOSER REFERENCE FORM Q. CONFORMANCE MATRIX (Excel spreadsheet completed and submitted) R. SIGNATURE PAGE S. PRICE PROPOSAL FORM (Including Detailed Pricing Sheets completed, signed where noted and submitted) 16
Project Overview Base Scope NJ E ZPass CSC System NJ E ZPass CSC Software Support Services NJ E ZPass CSC Operations in New Jersey Optional Miscellaneous Services Business Intelligence Software Alternate Proposal NJ E ZPass CSC Operations in Continental United States Submission of Separate Technical Proposal Section 6a: Alternate NJ E ZPass CSC System Operations Proposal (See Section IV, 8.2) Submission of Separate Price Proposal Sheets 17
Project Overview Contract Term NJ E ZPass CSC System Operations and Software Support Services Eight (8) years after the NJ E ZPass CSC System Cut Over One optional two year extension for a total of ten (10) years from Cut Over 18
Project Schedule and Phasing Task Description Contractor Notice to Proceed (NTP) (Effective Date of Contract) NJ E ZPass CSC Cut Over with Phase 1 Functionality Enhanced Customer Service with Phase 2 Functionality Optional Phase 3 Functionality Schedule Date September 15, 2015 August 1, 2016 Within 24 to 30 months of Phase 2 and Phase 3 NTP 19
Exhibit 1 Scope of Work Systems Account Management Transponder Inventory Payment Processing Cases Customer Communication Incoming Customer Notifications Outgoing Self Service Website Mobile Application Mobile Website Call Center and IVR Transaction and Image Processing License Plate Extraction/Image Review 20
Exhibit 1 Scope of Work Systems Violation Transaction Escalation and Noticing Collections Vehicle Registration Suspension/Hold and Release Court Process Quality Control and Quality Assurance Audit, Reconciliation and Financial Requirements Reporting Requirements Operational Dashboards MOMS System Interfaces Toll Agency Host Systems IAG Agencies External Entities 21
Performance Metrics Exhibit 1 Section 3.6. NJ E ZPass System Performance Requirements 2018 One hundred (100) percent of transactions (AVI and violation transactions) from the Toll Agency host systems shall be obtained by NJ E ZPass System with an accuracy of one hundred (100) percent. 2025 One hundred (100) percent of AVI and violation transaction shall be reconciled back to individual Agency host systems with an accuracy of one hundred (100) percent. Table 8 1: Summary Table Performance Requirements and Parameters Performance Parameter Time to Respond and Repair (TTRR) NJ E ZPass System to Toll Agency Host System Interfaces Sub function Priority 1 Failure Response and Repair Time Transmission of Transponder List Table 9 1: Operations Performance Performance Standard Two (2) hour response and repair time Transmit the Comprehensive Transponder List to the Toll Agency host systems by 4:00 AM (configurable) of each day. Measureable Item/Activity Minimal Performance Liquidated Damages Telephone wait time after electing to speak with a CSR Maximum wait time after electing to speak with a CSR Image review completion The license plate(s) must have been identified and advanced out of the image review system or rejected and in a terminal status. Eighty percent (80%) within 45 seconds Ten (10) minutes One hundred percent (100%) within three (3) business days. Liquidated Damage 500 per occurrence For every additional delay of one (1) hour an additional 100 per occurrence 500 per occurrence per one (1) hour delay 100 for every percent of portion there of 100 for every call where the wait time is ten minutes or more 1,000 for missing service level and additional 100 for every 5% of images in the queue older than three (3) days. Measurement Period Per day Per event daily 22
Proposal Submissions Technical Technical Proposal Format Section 1: Project Team Qualifications and Demonstrated Experience: Section 2: Project Schedule and Project Plan Section 3: Project Approach to System Acquisition and Implementation of the NJ E ZPass CSC System Section 4: Project Approach to NJ E ZPass CSC Migration and Transition Section 5: Project Approach to NJ E ZPass CSC System Administration and Software Support 23
Proposal Submissions Technical Section 6: Base NJ E ZPass CSC System Operations Proposal Section 6a: Alternate NJ E ZPass CSC System Operations Proposal Section 7: Responsiveness to Requirements of RFP Section 8: Proposal Forms Section 9: Exceptions and Assumptions Appendix 1: Product Cut Sheets Appendix 2: Preliminary Bill of Materials (BOM) Appendix 3: Operations Staffing Plan 24
Proposal Submissions Technical Exhibit Q: Conformance Matrix 25
Technical Proposal Submission One original and seven (7) copies CD with each copy of Technical Proposal plus Conformance Matrix Sealed Technical Proposal separate of Price Proposal Do not include Price Proposal or Payment and Performance Bond Commitment Letters with the Technical Proposal Technical Proposal Limited to 100 pages Section IV C.3 identifies items excluded from the Proposal Page Limits 26
Price Proposal Submission Detailed Price Proposal Instructions in Exhibit 3 Please review thoroughly Twelve (2) Price Proposal Forms, including five (5) pricing summary and associated back up information on back up sheets for each pricing sheet Separate Summary Sheets for Base and Alternate Price Proposals Grey cells are protected and are not to be completed. Separately sealed Price Proposal package One original and seven (7) copies CD with Excel format of Price Proposal 27
Price Proposal Submission Exhibit S: Price Proposal Forms Sheet 3a: CSC Operations Price Pricing Assumptions for Each Year Year 1 Variable Operations Fees Based on Volume 2 Levels 1 Monthly Variable Fee PrePaid NJ EZPass Toll Transactions (AVI Only) Level 1 Transactions 45,000,000 Pricing Assumptions Manual Automated/Ele ctronic 2 Monthly Variable Fee PrePaid NJ EZPass Toll Transactions (AVI Only) Level 2 Transactions >45,000,000 Inbound Customer Contact 0% 0% 3 Monthly Variable Fee License Plate Transactions (PrePaid and Post Paid IToll) Level 1 Transactions 250,000 Outbound Statements and Customer Correspondences 0% 0% 4 Monthly Variable Fee License Plate Transactions (PrePaid and Post Paid IToll) Level 2 Transactions >250,000 Image Review 0% 0% Year 2 Variable Operations Fees Based on Volume 2 Levels 1 Monthly Variable Fee PrePaid NJ EZPass Toll Transactions (AVI Only) Level 1 Transactions 45,000,000 Pricing Assumptions Manual Automated/Ele ctronic 2 Monthly Variable Fee PrePaid NJ EZPass Toll Transactions (AVI Only) Level 2 Transactions >45,000,000 Inbound Customer Contact 0% 0% 3 Monthly Variable Fee License Plate Transactions (PrePaid and Post Paid IToll) Level 1 Transactions 250,000 Outbound Statements and Customer Correspondences 0% 0% 4 Monthly Variable Fee License Plate Transactions (PrePaid and Post Paid IToll) Level 2 Transactions >250,000 Image Review 0% 0% Year 5 Variable Operations Fees Based on Volume 2 Levels 1 2 Monthly Variable Fee PrePaid NJ EZPass Toll Transactions (AVI Only) Level 1 Monthly Variable Fee PrePaid NJ EZPass Toll Transactions (AVI Only) Level 2 Transactions 45,000,000 Transactions >45,000,000 Pricing Assumptions Manual Automated/Ele ctronic Inbound Customer Contact 0% 0% 28 3 Monthly Variable Fee License Plate Transactions (PrePaid and Post Paid IToll) Level 1 Transactions 250,000 Outbound Statements and Customer Correspondences 0% 0% 4 Monthly Variable Fee License Plate Transactions (PrePaid and Post Paid IToll) Level 2 Transactions >250,000 Image Review 0% 0%
Evaluation Factors RFP Section IV.F Technical Proposal 650 points Reference Check 150 points Price Proposal 200 points Use of NJ SBE will be considered (For Sub contractors Only) 29
Evaluation Factors RFP Section IV.F Technical Proposal 650 points Project Team Qualifications and Demonstrated Experience (Section 1 of Proposal) 65 points Project Schedule and Project Plan (Section 2 of Proposal) 70 points Project Approach to System Acquisition and Implementation of the NJ E ZPass CSC System (Section 3 of Proposal) 200 points Project Approach to NJ E ZPass CSC Migration and Transition (Section 4 of Proposal) 65 points 30
Evaluation Factors RFP Section IV.F Technical Proposal 650 points Continued Project Approach to NJ E ZPass CSC System Administration and Software Support (Section 5 of Proposal) 65 points Project Approach to NJ E ZPass CSC Operations (Section 6 and 6a of Proposal) 120 points Responsiveness to Requirements of the RFP (Section 7 of Proposal) If the Proposer intends to use subcontractors who are NJ SBE, their participation will be considered favorably in the review of this criteria 65 points 31
Procurement Contacts Andrea E. Ward, Director, PMM Department (732) 750 5326 ward@turnpike.state.nj.us Donna Wilser, Deputy Director, PMM Department (732) 750 5300 Ext. 8784 dwilser@turnpike.state.nj.us Sherri Jennings, Procurement Coordinator (732) 750 5300 Ext. 8628 sjenning@turnpike.state.nj.us Fax: (732) 750 5399 32
REQUEST FOR PROPOSAL RM 112649 E ZPASS CUSTOMER SERVICE CENTER Pre Proposal Meeting Questions 10:00 AM Monday February 23, 2015 Board Room of the Authority s Administration Building, 581 Main Street, Woodbridge, NJ 07095