Delinquent Toll Account Recovery and Management Services

The vendor required to provide delinquent toll account recovery and management services for collection and legal support for expanded operations and increased volume.
- An integrated strategy that supports authority revenue recovery goals while upholding its commitment to fairness, operational transparency, and compliance with applicable laws:
•    Ensure non-predatory and equitable collections
•    Maximize toll recovery across all delinquency states
•    Ensure seamless integration with authority systems
•    Maintain legal and regulatory compliance
•    Deliver a superior customer experience
•    Promote accountability, performance, and transparency.
- Requirement:
1. Early-stage
•    Day 60: cln1 mailed to the customer and assessed a $10 collection fee
•    Day 65: single email reminder with invoice summary and payment options
•    Day 75: one (1)(but no more than two (2)) outbound live-agent call using bilingual scripts and TTY-enables telephony
•    Day 90: cln2 or cln3 mailed to the customer
•    Day 95: email and SMS alert sent with a secure link to authority payment card industry data security standards (PCI-DSS) compliance payment portal
•    Day 100: single escalated follow-up call attempt by a senior agent or supervisor
•    Day 120: final warning letter sent indicating pending escalation to enforcement or litigation
•    Day 121 - 200: firm(s) will:
o    Schedule an administrative hearing docket from the list of accounts sent by authority to the firm(s) 
o    Negotiate and collect payment from citation notice recipient who call in response to a received notice 
o    Negotiate and collect payment from citation notice recipient who, on the day of the administrative hearing, choose to settle prior to appearing before the administrative hearing officer 
o    Cln4 mailed to the citation notice recipient no later than ten (10) days after an administrative hearing 
o    Cln5 mailed to the citation notice recipient no later than forty (40) days after an administrative hearing.
2. Late-stage
•    Prosecute administrative hearings when customers choose to appear before an administrative hearing officer (hearings are virtual but may, upon customer request be in person) 
•    Send demand letters
•    File of lawsuits and securing service of process 
•    Maintain secure storage of all legal filings, judgments, communications, and evidence in accordance with the data security and compliance standards.
•    Negotiate and collect payment from defendants (in both administrative hearings and during litigation) 
•    Post-judgment: including abstracting liens, coordinating payment delivery with authority, and calculating and providing post-judgment payoff amounts.
3. All stages
•    Log all incoming customer issues, whether submitted via portal, email, or phone, into the firm(s) ticketing system within authority business hours. 
•    Resolve straightforward disputes (e.g., data errors, duplicate charges) within five (5) business days 
•    Escalate complex or policy-sensitive issues to authority for determination within two (2) business days. 
•    Maintain a structured hardship-program protocol that offers income-based payment plan eligibility, including features such as automated reminders, flexible scheduling, and defined program exit criteria. 
•    The firm(s) must ensure all agents handling disputes or hardship claims are trained in empathetic communication and familiar with applicable legal obligations under federal laws, state laws, and authority policy.