Specifications include, but are not limited to: The provision of services for the design, development, implementation, and maintenance of a quality, flexible, scalable and cost-effective back-office toll customer account management system (System). The scope of this Project includes all firmware, software, communications, end-user support and training, as well as periodic enhancements, on-going system monitoring, and maintenance. This also includes all equipment related to either an Authority hosted System or a Proposer-provided cloud-based solution (if an Alternative Technical Concept is proposed). This System will be used by Authority staff and others to operate an existing E-ZPass Customer Service Center (CSC) and related operations. The System will include E-ZPass account and customer relationship management and transaction processing services, interoperability with other agencies, transponder inventory and fulfillment functionality, invoice processing services, and IVR/call center support functions. The System will also provide the Authority the ability to service the Rhode Island Department of Transportation (RIDOT) RhodeWorks Truck Tolling Program activities as the Authority’s CSC currently serves as the processing center for RIDOT E-ZPass and image-based toll transactions.
