Specifications include, but are not limited to: Tolling Back-Office Account Manager HighlightsAlthough there will be multiple account managers in this system of systems, ODOT will have a primary customer account manager that processes tolling transactions and RUC transactions from RUC account holders that choose to do so. The RUC functions will be phased in after the initial tolling implementation. The tolling account management system will provide functions for transaction processing, customer account management, financial management, customer communications, customer self-service tools, payment processing, compliance, customer service functions, inventory management for transponders, and reporting. The CBOS will provide integration to various RTSs,interoperability partners, ODOT systems, ODOT payment processor, and external softwareservices.Customer Service Center The Customer Service Center (“CSC”) will be the primary customer contact point for toll collection services. ODOT is seeking to establish a best-in-class CSC environment focused on a seamless,robust omni-channel customer experience with self-service opportunities for account management, services, customer inquiries and dispute resolution. The vendor providing the service will deliver consistent messaging, accurate responses, and reliable services that enable ODOT to execute a toll program that is forward thinking and builds public trust through its competency and transparency. This is expected to involve the use of advanced technologies forefficient, customer-centered operations, industry best practices, and a commitment to continuousimprovement to enable a high-quality customer experience throughout the life of the contract. The CBOS/CSC service will be provided under one contract, but we anticipate the CBOS and CSCmay be separate teams our even separate teams. Through operational plan development andmanagement, the selected CSC team will establish and maintain a close working relationship with the CBOS team and OTP operations and financial managers for implementation and administration of policies, business rules, quality control, accounting, and escalation. The CSC vendor will provide qualified managerial, supervisory, technical, financial, clerical, and customer service agents in an organizational structure that supports efficient, professional, and competent operations.
