Toll Back Office System and Customer Service Center Support

The Vendor is required to provide to design and operate an Express Lanes Back Office System (BOS) along with the related customer service center and support services.
- Under this procurement, the Contractor shall be responsible for BOS development, transition, testing, delivery, and operational services to support the electronic toll collection account management for Express Pass customers.
- Keep all BOS environments current with all major releases of operating systems, databases, software, and firmware.
- Provide redundant configurations for all data center components that support the BOS including secondary power and uninterrupted power supply (UPS).
- Provide network monitoring software to track the BOS and all communications lines.
- The BOS shall provide chronological recording of system events and user account activities, ensuring every transaction of any type is logged, including all user access and any changes to any record in the BOS.
- Authorized personnel shall access the system using authenticated, role-based login, provided through an account maintained with the BOS.
- The BOS application shall provide web navigation optimized for speed regardless of the web browser and provide an online help feature for each screen and editable field.
- Shall ensure no credit card information, and no Personally Identifiable Information (PII) is present in any non-production environment.
- All tokenized credit card data shall be maintained by the Contractor and exchanged with the payment processor without exposing that data to any 3rd parties.
- The BOS shall provide the capability for file transfers multiple times during the day.
- The system shall be designed to send messages to a large number of account holders based on account status, transponder balance, and account type.
- Account establishment, maintenance, and closure shall be intuitive and easy to understand for users.
- The BOS shall allow users to open and maintain a prepaid toll account with a minimum threshold balance linked to a credit card or debit card, or ACH.
- The system shall provide the capability to associate multiple transponders with a single prepaid account.
- The system shall provide the capability for a customer to input a transponder number, name and email address, or a telephone number, and automatically associate it with an existing account.
- The system shall provide the capability for customer service representatives to look up an existing account using a transponder number, name, email address, or telephone number.
- Customers shall be able to update their account information using the project website on their desktop or on their mobile device.
- Modification of replenishment thresholds shall not be allowed below the $10 minimum, and the replenishment amount shall not be below the minimum amount of $20 per account.
- The system shall automatically generate and send monthly statements to customers using the email addresses on file, with no associated fee charged to the customer in this case.
- The system shall also send automatic notifications to customers when their monthly statement is ready to be viewed in their Express Pass account.
- The system shall provide the capability to make corrections, adjustments, and reversals to transactions while preserving the original transaction information including the date and time of both the original and modified transactions.
- The system shall provide the capability to void or otherwise reverse payments due to fraudulent transactions (i.e., stolen credit cards) or duplicate charges.
- The system shall provide the capability to assign a configurable reason code associated with each full or partial reversal (e.g. first-time courtesy credit for customers who set the toll mode on their transponder incorrectly).
- The system shall provide the capability to show a log of details including all adjustments, reversals, and credits in the customer account.
- The system shall provide notifications to customers regarding updates to the financial status of their account.
- The system shall provide the capability to maintain, update, and show customer service representatives the financial status of an account to help maintain a positive account balance by triggering certain notifications to be sent to the customer.
- The system shall support the following account functions by phone and email:
•    Account creation and transponder order fulfillment
•    Customer issues and responses
- The system shall be configured to allow the Contractor to acknowledge and reconcile all transactions sent from the lane, and to identify file transmission errors by transmission date and transaction date.

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: December 31, 2025