Back Office System

The Vendor is required to provide to partner in the development, implementation, and long-term evolution of a next generation tolling Back Office System (System).
- This System is envisioned as a generational platform—a resilient, adaptable, and scalable solution that will serve the region’s tolling and customer service needs until at least the year 2050.
- The services that have traditionally been included in delivery of full-service customer service center back office systems (e.g., website, lockbox, etc.).
- The ideal partner will demonstrate a commitment to shared goals, long-term value creation, and seamless transition planning. This includes:
•    Delivering core requirements while remaining adaptable to evolving business rules
•    Ensuring cost-effectiveness and contractual transparency
•    Building trust through mutual accountability and shared success
•    Aligning incentives through balanced performance requirements
•    Supporting transition cooperation and possible future system handoff
- The System must also deliver a seamless, customer-centric experience while maintaining high standards of data and financial integrity, transparency, and self-diagnosis. The System should be:
•    Modular and agnostic to third-party systems and lane-side technologies
•    Scalable and resilient, with robust business continuity, disaster recovery and security protocols
•    Robust and sophisticated reporting and dashboards
•    Stable and adaptable, minimizing customer disruption during changes
•    Future-ready, capable of evolving with agency strategic vision and needs
- System provides the following high-level functionality:
•    Account management
•    Case management
•    Inventory management
•    Payment processing (lockbox, credit card, cash, bank interface)
•    Financial reconciliation and management
•    Financial general ledger
•    Transaction and image validation and processing
•    Registered vehicle owner determination
•    Customer portals (web, mobile)
•    Customer communications and notifications
•    Violation and toll-by-mail management
•    Debt collections
•    Vehicle registration hold
•    Reporting.