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CC-2403 - USA (Delaware) - E-ZPass Customer Center, Toll Facility Lane Maintenance and Inbound Call Center Services - Deadline September 15,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2403

Government Authority located in Delaware; USA based organization looking for expert vendor for e-ZPass customer center, toll facility lane maintenance and inbound call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide e-ZPass customer center, toll facility lane maintenance and inbound call center services.
1. Customer Service Center (CSC)
- Customer service center services providing: customer service; violation processing; tag inventory; financial reconciliation; reporting; telephone support; voice and data communications; management; staffing; training; daily operation of the CSC; and procurement of any associated service contracts required to undertake the day-to-day operation of the CSC.
• Provide at the inception of operations for uninterrupted, ongoing CSC operations including all customer service and violations processing services.
• Processing functions which operate in an efficient and timely manner to be promptly responsive to customers, and E-ZPass group processing, including all communications networks and equipment needed to conduct these functions. Further information is contained below.
• Provide remote access to certain systems to designated employees from their desktop.
• The system processes and retains the required data for E-ZPass account and tag management, payment processing and customer service functionality.
• The system database includes both current and historical data including system user information, account information, account comments and notes, transaction information, transponder history information, and other E-ZPass agency file transfer and reconciliation information.
• Historical monthly detailed statements are maintained for the E-ZPass accounts in PDF format to permit investigation of customer issues after the raw data has been removed from the live system.
• The system permits access by approved customer service functionality levels.
• For E-ZPass account closing, all appropriate refunds will be issued according to state business rules and will be mailed within 30 days of account closing.
• Provide a mobile E-ZPass application that will allow for account management and real time funds replenishment.
- The system applies a violations filtering (VF) process, using data received from the toll facility to validate each violation in terms of the status of the toll equipment at the time of the violation.
- Processing of electronic toll transactions
- Reciprocity activities
- Customer account maintenance
- Transponder inventory and management
- Statement generation and handling
- Credit card authorization management
- Lockbox payment processing and reporting
- Customer Service via phone, web, mail and walk-in, and app.
2. Toll Facility Lane Maintenance
- To provide mechanical, maintenance and trouble shooting and computer system maintenance services by providing on-site service personnel for toll collection systems and machines.
3. Call Center
- To answer all incoming calls during Monday, Tuesday, Thursday, and Friday from 8:00 a.m. to 4:30 p.m. and Wednesdays from 11:00 a.m. to 7:00 p.m., subject to change.
- The vendor will answer all inbound calls in person and then respond to all first level calls such as hours of operation, facility locations, fees, required documentation and processes for agency services, or, as appropriate, refer customers to the agency website for various forms, manuals, and other information.
• Vendor will provide reports including number of calls per day, week, month and year-to-date, such as number of calls per section, frequency determined by the department.
• The vendor will answer all calls and will be expected to handle the vast majority of the calls via script and documentation.
- The call center provided by vendor shall also incorporate the usage of an online live support service that will allow customers to communicate in real time via the website during normal business hours to provide immediate customer support.
- A comprehensive next generation endpoint security solution with machine learning capable antimalware, abnormally detection, file integrity monitoring, log file monitoring, host-based intrusion detection, and file reputation scanning.
- Host based disk encryption.
- Access to application data noted as restricted to only authorized database administrators.
- Application authentication supporting federation with state or agency identity stores to ensure governance over access and the certification of access.
- Include user authentication to the system.
- Assurance that application communications from users and across components of the application are encrypted.
- Notification to the system administrator regarding which releases of third-party software are known to create problems with the current version of the vendor software within 24 hours of the
update announcement.
(2) Approximate historical call volume wa

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Thursday, 15 September, 2022

Category : Call Center and Answering, Software, System and Application

Country : USA

State : Delaware

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