NIGP 95893: Toll Management and Operations Services

NIGP 95893 Toll Management and Operations Services, an Item code, encompasses the full lifecycle of toll facility operations, from customer service and payment processing through debt collection and system oversight. State and local governments soliciting under this code are procuring roadside toll collection systems, customer service center operations handling calls and chat, payment processing and dispute resolution, delinquent account recovery, express lane dynamic pricing implementation, and technical support for electronic toll management infrastructure. The issuing bodies are exclusively toll authorities and transportation agencies: Harris County Toll Road Authority in Texas, the Orange County Transportation Authority (OCTA) in California, the State Road and Tollway Authority (SRTA) in Georgia, and Pinal County Air Quality Control District in Arizona. These agencies manage express lanes, toll facilities, and commuter programs with 24/7 operations requirements and integrated backend systems for violation processing, payment reconciliation, and financial reporting.

Recent solicitations show concentrated activity in the South and Southwest. Harris County Toll Road Authority posted two separate RFPs in early 2026—one in January for Delinquent Toll Account Recovery and Management Services (due March 16, 2026) requiring five years of minimum toll debt collection experience with annual recoveries of at least $5 million, contingency-based fee structures, and SOC 2 Type II and PCI-DSS Level 1 compliance, and another in July for a Roadside Toll Collection System (RFP 260182, due September 14, 2026) with December 1, 2026 implementation. Orange County Transportation Authority issued an RFP (250185, due February 25, 2026) for electronic toll and traffic management system technical support covering the 405 Express Lanes and 91 Express Lanes, a $480,000 fifteen-month engagement funded through Local Measure M with a conflict-of-interest bar preventing the incumbent system integrator from proposing. The State Road and Tollway Authority in Georgia conducted two procurement phases: an RFQ for Customer Service Staffing Optimization Operations and Support Services (PE92700RFQC2026000000007, due April 6, 2026) requiring three years of audited financials, PCI-DSS certification, and capacity to serve 66,000+ annual cases across three express lane corridors, and an exploratory Request for Discussion for debt collection services (PE92700RFI2026000000008, due May 14, 2026) addressing unpaid tolls across four Atlanta-area express lanes. Pinal County Air Quality Control District issued an RFP (due June 23, 2026) for vanpool operations and management covering four active vanpools, requiring five years of government or large-employer commuter transportation experience with a 150-mile office proximity requirement and an estimated annual subsidy budget of $72,799.