35368 Exhbit S Defined Terms.pdf

RFP/Bid Solicitation #S-73000-00007613 Attachment P Exhibit S

Attachment P Exhibit S – Defined Terms

Term Definition

Account

The record of toll transactions by a specific vehicle or group of vehicles.

Accounts are pre-established with owner identification and means of account payment. Most toll accounts are prepaid accounts, typically associated with a pre-authorized credit or debit card or an associated connected bank account checking or savings. Most toll accounts have a transponder mounted on the vehicle to associate it with the account. In addition, “Pay-by-Plate” account options will be available for drivers not using transponders. Accounts that are not valid are those created by vehicles without any prior arrangement for payment. These invalid toll account holders are invoiced; if the invoice is not paid, additional fees and penalties and other escalation remedies such as vehicle registration holds and collection actions may apply.

Account (Active) Accounts with toll transactions/trips and/or financial transactions within the last configurable time period.

Account (Inactive) Accounts with no toll transactions/trips and/or financial transactions within the last configurable time period.

Account

(Registered)

Accounts proactively opened by customers who provide their contact and vehicle information, and method of payment.

Account

(Unregistered)

Accounts opened on behalf of a registered vehicle owner for the purpose of invoicing the registered vehicle owner for video transactions.

Account Status

The status assigned to an account to indicate a specific condition including: pending active, cancelled, active, pending closed, closed, suspended.

Account Type The type of accounts supported by the Commercial Back-Office System

(Registered and Unregistered).

All Electronic Tolls

The system of toll zones and systems that only collect tolls by detection of electronic toll collection toll transponders or vehicle license plate images. All

Electronic Toll systems do not accept cash payments in the lane, so there are no tollbooths.

Approve The term “Approve” including “Approval” or “Approved”, refers to acceptance of a process, vendor, document, condition, action or Deliverable in writing by ODOT.

Authorized User The primary account holder and any person designated as an authorized user to make account related changes.

Automated

Clearing House

A network to coordinate electronic payments and money transfers without paper checks or cash, and outside the credit card network, thus avoiding credit card clearinghouse fees.

Automatic License

Plate Recognition

The automated reading of license plates to determine jurisdiction, plate type, and alphanumeric plate number/ID, based on character recognition and plate image characteristics recognition.

Automatic Vehicle

Detection and

Classification

The automatic detection of a vehicle within a Toll Zone and assessment of characteristics used to determine Vehicle Classification (e.g., dimensions).

Automatic Vehicle

Identification

The automatic identification of vehicles utilizing a variety of technology that can include Radio Frequency Identification readers or other forms of dedicated short-range communications.

Auto-Pay

Payment option that allows a customer to place a credit or debit card on file to pay toll charges on a configurable schedule and or monetary thresholds. Auto-Pay does not require a prepaid balance.

Auto-

Replenishment

The pre-authorization of a credit card or other source of funds to replenish a prepaid toll account, which is used when the toll account balance drops below a defined minimum balance threshold.

Back-Office

The business part or “back half” of the Oregon Toll System. It includes the Back-

Office System, which incorporates Customer Relationship Management software with other applications, data repositories, and IT infrastructure, as well as interfaces with other toll agencies, service providers, financial entities, and other governmental entities. The Back-Office also includes the operating Customer

Service Center and other portals through which toll customer services and account management support is provided. The Back-Office is sometimes referred to as the Commercial Back-Office to distinguish it from the Operational Back-

Office, which is an element of the Roadside Toll System.

Back-Office

System

The Back-Office System incorporates Customer Relationship Management software with other applications, data repositories, and IT infrastructure, as well as interfaces with other toll agencies, service providers, financial entities, and other governmental entities.

Banking Service

Provider

Oregon Toll Program banking institution that holds its bank accounts for deposit and withdrawal of funds and other banking services.

Bankruptcy A legal proceeding initiated by an individual or company seeking relief from debts.

Business

Continuity Plan

A document that consists of critical processes and procedures for use during an unplanned outage or disaster to maintain services levels.

Business Day Any day except any Saturday, any Sunday, or any day which is a legal holiday.

Business Rules

Rules governing the use and operation of the toll system, particularly with respect to toll account structure and operations, as well as other aspects of toll system operations.

Calendar Day Every day, including weekends and Holidays, beginning at 12:00:00 a.m. and ending at 11:59:59 p.m.

Case Work Items created from different channels, assigned automatically or manually to customer service reps or system admin staff for resolution.

Change Control Formal process for initiating changes to the proposed solution or process once development has begun.

Change

Management

Control Board

Any group of individuals within a project team or project group who are responsible for making the ultimate decision as to when and if any changes are to be made regarding Oregon Toll Program system changes.

Chargeback The payment amount that is returned to a debit or credit card, after a customer disputes a transaction.

Collections Toll and/or financial transactions which have remained unpaid for a configurable period and have been referred to a collections agency for recovery.

Collections

Services

A Third-Party Service Provider engaged in the collection of debts on behalf of the

Agency.

Commercial Back-

Office System

The “back half” of the Oregon Toll System. It includes the Back-Office System, which incorporates Customer Relationship Management software with other applications and IT infrastructure, as well as interfaces with other toll agencies, service providers, financial entities, and other governmental entities. The

Commercial Back-Office also includes the operating Customer Service Center and other portals through which toll customer services and account management support is provided.

Concept of

Operations

The Concept of Operations describes the proposed function and operations of toll in the Oregon Toll Program. The Concept of Operations describes how the

Oregon Toll System would operate, from the perspective of the users, owner/operator, and other involved stakeholders. Concept of Operations documents are most often used in development as the first design step in a systems-engineering process.

Configurable System capability that allows thresholds, values, settings and/or parameters used in the software logic to be defined and maintained by an authorized user.

Correspondence Any and all information in written form which is sent or received.

CSC Ongoing

Operations The period of time from Go-Live to the end of the contract period.

Customer Any vehicle operator driving on a toll facility.

Customer

Relationship

Management

The systems and services in the Back-Office’s Customer Service Center that enables customer service via any channel or method as desired by the owner. The term CRM often implies the wide range of commercial software packages that provide customer service and customer account management functions, such as those provided by Microsoft, Salesforce, SAP, and many other firms. CRM software may also be custom software as part of a toll system package.

Customer Service

Center

Part of the Back-Office. The systems and services to support one or all the following: customer relationship management software, call center, storefront, website, phone application, and mail house, account management, transponder fulfillment, image review in some cases, and other operations services. Some elements or functions of the CSC may be provided by various companies or service providers.

Customer

Statement

A customer statement contains all transactions/trips and financial actions taken during a configurable period.

Deliverable All required documents or items that the Contractor must submit to ODOT for review and approval.

Department of

Motor Vehicles

A state agency which maintains the vehicle records and driver information for vehicles registered in and driver's licenses issued in that state. May also be called

Motor Vehicle Administration or Department of Licensing, among other names.

Digital Video

Auditing System

Closed-circuit television cameras, servers, and application used for transaction auditing purposes.

Disaster Recovery

The process of failing over to a backup system from the primary system to reestablish and maintain system functions because of a natural, system, or human disaster.

Discount A reduction in the base toll rate a customer pays, based on qualifying conditions such as the type of vehicle, vehicle occupancy, or income level.

Driver and Motor

Vehicle Services Oregon's motor vehicle department

Electronic Toll

Collection

The collection of tolls based on the automatic identification of vehicles, currently achieved with the use of Radio Frequency Identification electronic systems.

Enrolled Vehicles

Vehicles that have enrolled in other programs such as the OReGO or motor carrier weight/mile program. In the case of OReGO, registered owners may want to have tolls paid from their OReGO accounts. For the weight/mile program, the owner or operator may want to pay tolls when filing and paying the weight/mile tax.

Escheatment The right of a government to take ownership of unclaimed assets or property.

Fiscal Year

(Oregon)

State agency budgets cover one biennium, or two fiscal years. A biennium runs from July 1 of an odd-numbered year to June 30 of the next odd-numbered year.

For example, July 1, 2023 to June 30, 2025.

GAAP-Compliant

Being GAAP compliant means that an entity has followed Generally Accepted

Accounting Principles and its financial records show that the entity has followed standard accounting practices

Gantry The physical structure in the toll zone on which overhead electronic toll equipment is mounted.

General Ledger The main accounting record for the Oregon Toll Program

Go-live (CBOS) The date that the Commercial Back-Office System has met all project requirements, is available for use.

Go-live (CSC) The date that customer service operations begins taking calls and serving customers at In-Person Service Centers.

Go-live (Oregon

Toll Program) The date that Revenue Service begins for the Oregon Toll Program.

Go-live (RTS) The date that Revenue Service begins for the Oregon Toll Program.

Go-Live Day The first day of regular revenue collection operations. This is a critical project milestone.

Go-Live Readiness

Go-Live readiness means that all systems, sub-systems and CSC Operations have passed rigorous testing requirements and demonstrate readiness for Go-Live where key stakeholders including ODOT, General Toll Consultant team, Systems

Integrators and CSC Operations agree that the system(s) are ready for revenue service.

Hours of

Operation

Call Center-Monday through Friday 7 a.m. to 7 p.m. and Saturday 8 a.m. to 12 p.m.

In-Person Center locations-Monday through Friday 7 a.m. to 7 p.m. and Saturday

8 a.m. to 12 p.m.

I-205 Toll Project The project to design, develop, furnish, install, test, and operate a fully functioning system that will collect tolls on I-205.

In-Person Service

Center

A facility that services walk-in customers and supports the full range of Oregon

Toll Program customer service options.

Interoperability

A cooperative arrangement between toll operators enabling toll transponders and toll accounts from one agency to be used on another agency’s toll facilities.

Another extension of interoperability enables toll operators to extend use of their toll accounts and transponders for payment to other public and/or commercial entities such as transit and parking lot operators or roadside food and vehicle servicing vendors. This may also include other account managers such as OReGO

Road Usage Charge program, Oregon Commerce Compliance Division for weight/mile tax, and third parties.

Interoperable

Agencies

Toll agencies that have a relationship that is Interoperable with ODOT and/or other toll agencies.

Invoice

A list of toll transactions, vehicle images, and any applicable fees that is mailed to the ROV of an Unregistered Account or to the account holder a Registered

Account.

Key Personnel Crucial roles required to execute all phases of a project.

License Plate

Transaction

A toll transaction that is captured and posted or billed using the vehicle's license plate.

Lockbox

ODOT payment service-provider that receives, processes and deposits all receivables. Customer payment data is then sent from the lockbox to the

Commercial Back-Office for posting of payments to customer accounts.

Mail House

A Third-Party Service contract held by the CBOS Contractor that prepares and organizes large scale mailings of invoices, statements, customer correspondence, and products on behalf of the Oregon Toll Program.

Main Processing

Center

Facility provided by the CSC Operations Contractor to house customer service operations, system infrastructure, and resources to conduct day to day Oregon

Toll Program activities

Manual

Replenishment

Manual replenishments of accounts may be initiated by the customer in person, by phone, through mail, via the web, through a retailer location, or by mobile application if available.

Merchant Service

Provider

A third-party service that enables merchants to accept credit/debit card payments as well as alternative payment methods

Mobile

Application

Oregon Toll Program mobile application that allows customers to enroll, manage a customer account, and pay toll transactions/trips.

Multiprotocol

Electronic Toll

Collection

The use of electronic toll transponders or in-lane readers that can use more than one radio frequency technology protocol. There are three primary protocols in use in the United States today. Multiprotocol transponders can be issued by one agency but used across many agencies with any of the protocols supported by the transponder. Multiprotocol readers can read transponders issued by their own agency as well as those issued in other parts of the country.

Negative Balance A Registered Account balance which is less than or equal to $0.

Notice of Civil

Penalty

A notice sent to a customer for the purpose of collecting outstanding toll payment that contains the proposed Civil Penalty, a statement of alleged facts, the statute, regulation, or order allegedly violated, the amount of the proposed civil penalty, and a certificate of service.

Notice to Proceed Formal written notification authorizing the prime contractor to proceed with services as described in the contract.

OmniAir

An independent industry association promoting interoperability and providing certification services for connected vehicles, Intelligent Transportation System, and transportation payment systems, including electronic toll equipment.

Operations and

Maintenance Time Period following system acceptance through the end of the contract period.

Optical Character

Recognition

A software process that automatically recognizes license plate characters without requiring human intervention and which, in this application, extracts and provides the license plate numbers and jurisdiction from the image of the license plate.

Oregon

Department of

Transportation

A state-level agency responsible for overseeing and managing the transportation system within the state of Oregon. It is a government organization tasked with planning, building, maintaining, and operating various transportation infrastructure, including highways, bridges, railways, public transit, airports, and bicycle and pedestrian facilities.

Oregon Toll

Program

The new Oregon state tolling policy and implementation, which is operated through by the Oregon Toll System described in this document, and encompasses the policy, operations, and administration of tolling in Oregon. The Oregon Toll

Program is initially intended to cover I-5 and I-205 but may in the future be extended to include other facilities. The Oregon Toll Program does not include the existing tolling programs on the White Salmon-Hood River Bridge and the Bridge of the Gods, but it will be interoperable with those programs.

Oregon Toll

System

The entirety of the Roadside Toll System and the Back-Office, incorporating all the primary systems and services required to provide toll collection for the State of

Oregon.

Pay As You Go

Payment option that allows the customer to pay toll charges within a configurable time frame from the date of travel. Toll Charges not paid within that time period are invoiced.

Payment Card

Industry Data

Security Standards

Standards which define security controls and processes for entities involved in the payment ecosystem, as well as requirements for developers and solution providers to build and securely manage payment devices, software, and solutions for the payment industry.

Payment Channel

Payment channels include: In-Person Service Centers, Customer Service Center, Mail, Interactive Voice Response system, Website, Mobile App, Retail Payment

Network.

Payment

Instrument

Payment instruments are credit/debit card, bank account debit, check, cash, payment apps (PayPal, Venmo etc.).

Payment Method Payment methods include: Prepaid (automatic or manual replenishment) or

Postpaid (Auto-pay and Pay As You Go).

Performance

Requirements

A threshold or minimum acceptable level of service that must be met to avoid associated penalties.

Postpaid Customer Account that does not require a positive balance so transactions are billed after the transactions occur.

Prepaid Customer Account which has a pre-funded balance from which toll and fee transactions can be paid.

Project

Requirements

Features, functions and tasks that must be completed to be considered a successful project.

Quality Assurance A process to ensure a work product is completed as expected.

Quality Control A process to ensure a work product is accurate.

Registered Owner

Vehicle Services

A state Department of Motor Vehicles or third-party service utilized by the

Commercial Back-Office System Contractor to retrieve registered vehicle owner information from the Department of Motor Vehicles for the state in which a vehicle is registered.

Registration Hold An action taken by Oregon Driver and Motor Vehicle Services to prevent the renewal of a vehicle registration.

Registration

Release

An action taken by Oregon Driver and Motor Vehicle Services to release a vehicle registration hold once payment for outstanding tolls and fees has been made.

Replenishment

Method

The method by which a customer can choose to replenish funds (automatically or manually) for a prepaid account.

Replenishment

Threshold

Configurable low limit that triggers replenishment utilizing the customers primary replenishment method.

Requirements

Traceability Matrix

A document that demonstrates the relationship between requirements and other artifacts such as design specifications and is used to prove that requirements have been fulfilled.

Retail Payment

Network

A third-party Payment services that allows customers to make Oregon Toll

Program payments and replenishments at local retail locations.

Roadside System The “front half” of the Oregon Toll System, which includes the Toll Zones and the

Operational Back-Office System.

Roadside Toll

System

The “front half” of the Oregon Toll System, which includes the Toll Zones

(including all roadside toll system hardware) and the Operational Back-Office

Service Level

Agreement

Establishes the standards by which the Contractor's performance and service quality is measured.

Short Message

Service

Commonly referred to as "text messaging," is a service for sending short messages of up to 160 characters.

Skip Tracing A process to identify the address of a customer when an existing address is no longer valid.

SSAE 18 SOC 2

Type 2 Audit

A set of standards governing service organizations’ security practices. SOC 2 is an auditing process to ensure service organizations and third-party contractors protect the safety and security of consumer data.

Statement of Work Defines the scope of work, deliverables, timelines, work location, payment terms and conditions to be provided for the Oregon Toll Program.

Suspended

Account A Registered Account without a valid vehicle/license plate.

System

Acceptance

All project acceptance criteria such as testing, disaster recovery, business continuity and project requirements have been met.

Systems Integrator

A toll industry prime contractor or vendor responsible to design, develop, install, test, maintain, and operate part or all of toll system. For the Oregon Toll Program, one Systems Integrator contract will provide the Roadside Toll System and another will provide the Commercial Back-Office System, including the customer service center. These vendors will be references as such:

*Roadside Toll Systems Integrator (RTSI)

*Commercial Back-Office System Toll System Integrator (CBOS TSI)

Temporary

Vehicles

A vehicle temporarily added to a customers account, with a begin and end date, that expires automatically in accordance with the end date and removed from the customer's account.

Toll Dispute An invoice or toll transaction where the customer disagrees with toll charges and a formal dispute is filed for resolution.

Toll Host The center of the Roadside Toll System that controls the toll zones, receives toll transaction messages, and processes transactions.

Toll Segment

A section of the road that might comprise more than one toll gantry along the same direction. A vehicle will incur the same toll fare from a particular toll segment, regardless how many toll gantries that vehicle has passed during the same trip. A road might have more than one toll segment.

Transaction

The data set provided in an electronic message that describes the vehicle, the toll to be charged to the account, the date-time-location of the toll event, and other information as necessary for proper system function. A point transaction identifies the vehicle and toll from a single toll zone. A trip transaction is derived from the association of many point transactions to describe an end-to-end trip on a roadway and set a single toll for the entire trip.

All transactions will have the same uniform data format, but content can vary. A transponder-based transaction will include a valid transponder number. All transactions will have license plate information. A transaction without a transponder will be referred to as a license plate transaction.

Transfer of

Liability

When a customer has provided documentation that demonstrates that a toll transaction is not associated with their vehicle license plate or address. The toll transaction is reprocessed and sent to the correct customer.

Transponder

The in-vehicle electronic toll device that employs RFID technology to enable roadside toll system equipment to identify a vehicle by its transponder. Also, often referred to as a “tag,” “ETC tag,” “toll tag,” or sometimes a “pass.”

Transponder

Status

Status assigned to a transponder to indicate a specific condition including:

Unassigned, Assigned, Lost or Stolen, Defective, Interoperable.

Transponder

Status List

A list of ODOT tolling program and interoperable partner transponders and their associated status that is utilized during transaction/trip processing which enables business rules to be applied prior to posting to customer accounts.

USPS Intelligent

Mail Barcode

A 65-bar Postal Service™ barcode used to sort and track letters and flats. It allows mailers to use a single barcode to participate in multiple Postal Service programs simultaneously, expands mailers' ability to track individual mail pieces, and provides greater mail stream visibility

V2X

Vehicle-to-everything communications allows connectivity in vehicles to report location data at a level that enables its travel through toll zones to be priced and added to the toll account for that vehicle or to other accounts, such as its RUC account. This functionality is being developed, and as Oregon looks to future-proof its system, an adaptable system is desirable. The specific protocol expected to implement V2X is C-V2X, cellular V2X communications.

Vehicle

Classification

The method to rank or describe the vehicle size, such that larger or heavier vehicles may be charged a higher toll than smaller or lighter vehicles.

Write-Off ODOT's policies and processes governing the cancelation of Oregon Toll

Program-related bad debt.