35368 Exhibit J.1 CSC Requirements.pdf

Exhibit J.1 - Oreogn Toll Program -

Customer Service Requirements

R.1 The ODOT Tolling Program Business Rules must be supported by the CSC Operations.

1 Facility Requirements

Contractor shall provide a Main Processing Center (“MPC”) facility to house customer service operations and two In-Person Service Centers (“IPSC”) for the Oregon Toll Program.

1.1 Geographical Requirements

F.1 The MPC must be located within the State of Oregon.

F.2 One In-Person service center facility must be located in Oregon City, Oregon, near the Abernethy Bridge to support tolling for the I-205 improvement project.

F.3 One In-Person Service Center facility must be located in Vancouver, Washington, to support tolling for the

Interstate Bridge Replacement program.

1.2 General Requirements

F.4 The facilities must have new furnishings, fixtures, any hardware or software not provided by the CBOS team, signage, materials, approvals, permits, licenses, and supplies to support the necessary staff for CSC Operations.

F.5 The facilities must meet CBOS specifications and configurations.

F.6 The facilities must have occupancy certification.

1.3 In-Person Service Centers

F.7 In-Person Service Centers must meet all operational requirements and expected growth, including housing all staff and equipment.

F.8 All customer service functions must be provided to the public at the In-Person Service Centers.

F.9 In-Person Service Centers must utilize a queue management solution to triage customers.

F.10 In-Person Service Centers must provide customers the ability to perform self-service functions, e.g. through a kiosk or fully secure tablet.

F.11 In-Person Service Centers must display and stock ODOT-approved Oregon Toll Program materials.

1.4 Main Processing Center Facility

F.12 MPC must be equipped to support continuity of operations.

1.5 Facility Specifications

F.13 The facilities must allow fulfillment of all requirements.

F.14 The facilities must meet CBOS facility requirements to support data center physical, communications, environmental, and security specifications

F.15 The contact center in the facilities must incorporate noise reduction mitigation solutions.

F.16 The facilities must have adequate heating, ventilation, and air conditioning and environmental controls for facility size, computing/equipment environment, and occupancy.

F.17 MPC and In-Person Service Centers must be compliant with the Americans with Disabilities Act (“ADA”) and all required building codes.

F.18 MPC and In-Person Service Centers must be compliant with local building ordinances and permitting.

F.19 MPC and In-Person Service Centers must have adequate common, bathroom, and break room areas appropriate for occupancy numbers, and in compliance with all associated laws.

F.20 MPC and In-Person Service Centers must have adequate meeting room(s), secure rooms for counting money, and customer service areas appropriately sized to effectively conduct administrative and customer service operations.

1.6 Facility Security

F.21 A secure facility that protects employees, customers, information, assets, and physical property must be provided.

F.22 Facilities must have installed security systems including the following components:

a. Site access control (cards and keys)

b. Physical data access and security

c. Intrusion Detection

d. Indoor and outdoor surveillance

e. In-Person Service Center panic/duress button

Oreogn Toll Program - Customer Service

Requirements

f. Public address/paging

F.23 The facility access control system must have the ability to assign access based on role, limit access to specific areas in a facility, and report on activity.

F.24 Facilities must have actively managed building access control, maintain a visitor’s log, and provide ODOT with access control reports and audit results upon request.

1.7 Facility Maintenance and Safety

F.25 Each MPC and In-Person Service Center must meet Occupational Safety and Health Administration requirements.

F.26 Each facility must have maintenance, sanitation, pest control, and cleaning services for the full contract term.

1.8 Supplies

F.27 The facilities must have documents, forms, stationery, packaging, welcome kits, account profiles, customer materials, terms and conditions, frequently asked questions, and additional program literature, designed by

ODOT and branded for the Oregon Toll Program, that is needed to conduct day-to-day CSC activities.

F.28 Each In-Person Service Center and MPC must be equipped with a minimum of one working transponder tester, programmer, and reader.

2 Staffing Requirements

Contractor is responsible for providing and maintaining a staffing solution to support the Oregon Toll Program.

Contractor can offer hybrid work options that allow employees to work remotely as long as the overall solution meets the requirements of the contract.

2.1 General

S.1 Staff must be on-site or work-from-home, or both, during ODOT’s normal business hours.

S.2 CSC Operations contractor must enforce use of a system that allows for verification of all CSC staff work hours to ensure compliance with labor laws and requirements.

S.3 Staffing and operations must comply with all applicable laws and regulations.

S.4 Staff must receive annual regular mployee performance reviews.

S.5 Staff must have clear separation of duties in the assignment of roles to reduce opportunities for errors and fraud.

S.6 Staff vacancies must be filled as expeditiously as possible.

S.7 Key personnel vacancies, including managers and supervisors, must be filled within 30 days.

S.8 All managers and supervisors must be trained and able to use the system and files to access any data through reports or through the creation of reports or queries.

2.2 Recruiting and Onboarding Requirements

S.9 Staff must be able to read, write, and speak fluent English.

S.10 Staff must include Bilingual (English and Spanish) customer service representatives (“CSRs”) to support the

Oregon Toll Program.

S.11 Staff must pass competency tests prior to assuming job responsibilities.

S.12 Staff must adhere to the code of conduct and dress code policies.

S.13 Third-party translation services must be provided for customers to communicate with CSRs .

3 Training Requirements

The Contractor’s CBOS team will train Contractor’s CSC operations team’s Trainer, who will be the lead administrator for the development and delivery of the CSC Training program. Contractor shall include Standard

Operating Procedures (“SOPs”) in the training program to support ODOT business rules and CBOS functionality for delivery of seamless customer service.

T.1 CBOS system manuals must be incorporated into the training program.

T.2 The training program must ensure that CSC staff are trained and knowledgeable about system functions, workflow processes, image review, SOPs, Oregon Toll System program information, and business rules that affect the customer.

T.3 The training program must account for training and development of customer service skills including but not limited to listening, clear communication, respect, patience, and problem solving, and allow for CSC staff to practice these skills while in training sessions.

T.4 The training program must include accommodation for in-person and work-from-home employees.

T.5 Training must be provided for initial, new-hire, ongoing refresher, and remediation. Training administered during ongoing operations must not impact normal production activities.

T.6 All training must allow ODOT personnel to attend, including but not limited to those offered for go live, new system features, enhanced functionality, and the roll out of additional ODOT facilities.

T.7 Training must be delivered to staff in advance of implementation of processes, procedures, and program changes.

T.8 Individual or group remedial training or development training initiatives must be conducted to address negative survey feedback and inappropriate or ineffective handling of customer service interactions as a result of quality reviews, complaints, or identification of gaps.

T.9 CSRs must be trained and available to assist customers experiencing technical difficulties, including issues with accessing the website and mobile app on various mobile platforms and website access on various browsers.

4 Customer Service Operations

CS.1 Day-to-day operations must be managed in support of the Oregon Toll Program and in compliance with the business rules.

4.1 Contact Center Management

Contact center channels, functions, and community-based customer service support must be actively managed.

4.1.1 Hours of Operation

CS.2 All customer support channels must be in operations during business hours, which are as follows:

a. Call Center

i. Monday through Friday 7 a.m. to 7 p.m.

ii. Saturday 8 a.m. to 12 p.m.

b. In-Person Service Center locations

i. Monday through Friday 7 a.m. to 7 p.m.

ii. Saturday 8 a.m. to 12 p.m.

CS.3 Normal hours of operation must be displayed at all In-Person Service Center locations and in coordination with the CBOS team for the ODOT tolling website, mobile application, and IVR.

CS.4 The following Oregon state government holidays must be observed: New Year’s Day, Martin Luther King’s

Birthday, Presidents’ Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Day after Thanksgiving, and Christmas Day https://www.oregon.gov/puc/news-events/Pages/Observed-Holidays.aspx

4.1.2 General Requirements

CS.5 Supplies, materials, stationery, and packaging must be available for personnel to conduct day-to-day activities.

CS.6 The CBOS must be used to assist and manage customer service activities including but not limited to:

a. Account management

b. Transponder management

c. Correspondence processing

d. Payment processing

e. Mailroom processing

CS.7 The CBOS must be used as the system of record.

CS.8 The customer must be verified as an authorized account user prior to assisting a customer with customer account management activities.

CS.9 Any call transferred from the IVR to the Automatic Call Distributor (“ACD”) must be managed by the CSC

Operations Contractor to ensure live agents are available to accept calls during normal hours of operation.

https://www.oregon.gov/puc/news-events/Pages/Observed-Holidays.aspx

CS.10 The workforce management scheduling tool provided by the CBOS team must be used for call volume forecasting and CSR scheduling.

CS.11 Service levels and staff assignments for live agent call center and chat support must be actively managed using

CBOS real-time queue management tools.

CS.12 Customer queues must be actively managed at all In-Person Service Centers.

CS.13 Call monitoring, call recordings, and customer survey results must be used to assess CSR performance.

CS.14 For customers who have direct relationships with third-party account managers, CSRs must direct customers to the appropriate third-party.

CS.15 Customers who are experiencing technical difficulties must be assisted. CSRs will coordinate with CBOS

Contractor as needed.

4.1.3 Community-Based Customer Service Support

CS.16 A mobile van must operate to support customer service operations including opening accounts, distributing transponders, and responding to general customer inquiries. (Future consideration, not required at Go-Live)

CS.17 Customer service support must be provided at community-based events in coordination with ODOT.

4.2 Account Establishment and Management

Contractor shall provide operational customer service support for a full suite of account management activities.

4.2.1 General

CS.18 Account management support must be provided during business hours through customer channels including but not limited to:

a. Phone

b. In-person

c. ODOT tolling website/mobile application/live chat

d. Inbound mail correspondence

e. Email correspondence

f. Incoming website/mobile application correspondence

CS.19 A Teletypewriter (“TTY”)/Telecommunication Device for the Deaf (“TDD”) must be used to support customers with hearing or speech disabilities.

CS.20 Initial and regular eligibility must be verified for nonstandard account attributes (discounts and exemptions ).

CS.21 Clear and concise account notes must be entered to document all customer interactions and perform any necessary account updates.

4.2.2 Account Activities

CS.22 Accounts must be opened and maintained for customers enrolling in the Oregon Toll Program.

CS.23 Customers must be supported during updating their account information.

CS.24 Operational support must be provided for merging accounts and transferring associated account information.

CS.25 Customer requests must be processed to convert unregistered accounts to registered accounts.

CS.26 Activities associated with closing accounts must be supported.

4.2.3 Escalation Activities

CS.27 ODOT and the CBOS team coordination must occur when necessary to provide support for registration holds and releases.

CS.28 Evidentiary packages must be prepared for administrative hearings.

4.3 Correspondence Management

Customer correspondence from all channels must be managed and processed.

Contractor shall use mail opening machines and the Document Scanning and Management Solution (“DSMS”) provided by the CBOS team to process incoming correspondence. The DSMS scans and appends incoming correspondence to the ODOT customer account in the CBOS. Payments inadvertently mailed to the CSC shall be processed by Contractor.

4.3.1 General

CS.29 Incoming and outgoing customer correspondence must be processed.

CS.30 Customer-related documents received through all channels must be scanned and uploaded.

4.3.2 Inbound Mailroom Processing

CS.31 Mail opening machines must be used to open, sort, log, and route incoming mail for processing.

CS.32 Incoming correspondence must be scanned into the CBOS.

CS.33 Cases created from incoming correspondence in the electronic workflow solution for resolution must be managed by an authorized user.

CS.34 Payments received in the MPC must be processed.

CS.35 New account applications must be processed.

CS.36 Incoming mail received, scanned and uploaded documents must be reconciled

4.3.3 Outgoing Correspondence

CS.37 CSC Operations contractor must apply postage and mail transponders, CSC-initiated customer correspondence, and administrative mailings (excludes all Mail House outbound correspondence mailings and postage).

CS.38 The postage account must be funded for transponders, CSC-initiated customer correspondence, and administrative mailings.

CS.39 A sample of outgoing Mail House and CSC correspondence must be evaluated for quality and accuracy prior to mailing.

CS.40 Outgoing Mail House correspondence must be approved according to a schedule to be coordinated with the

Mail House.

CS.41 Outgoing mail pickup services must be arranged with USPS for the delivery of transponders.

CS.42 The correspondence counts from the CBOS Mail House files must be reconciled to the correspondence counts from the Mail House reports.

CS.43 The flag to suppress the generation of a notification for an account must be maintained.

4.3.4 Return Mail Processing

CS.44 Returned mail and address updates that are not updated automatically through the USPS or skip tracing service provided through the CBOS must be processed.

CS.45 Returned mail must be forwarded to an updated address when available.

CS.46 When a forwarded address cannot be obtained, flag the account, attach a scanned image of returned mail and create a case for exception handling.

4.3.5 Transfer of Liability

CS.47 Transfer of liability requests must be processed in accordance with ODOT Business Rules.

4.3.6 Subpoenas

CS.48 ODOT must be notified immediately of any subpoena received.

CS.49 A response or requested information must not be provided on any subpoena unless or until directed by ODOT.

CS.50 Support must be provided to ODOT in providing account/transaction information in response to a subpoena.

4.4 Case Management

Operational support to track, manage, and resolve customer inquiries/disputes received through all customer contact channels must be provided.

CS.51 Cases must be opened and resolved using the CBOS for any inquiries/disputes that are unable to be resolved through first contact resolution.

CS.52 The CBOS must be used to track and research cases to resolution for any inquiries/disputes arising from incoming correspondence.

CS.53 Case statistics trends must be monitored and identified to revise and improve SOP, training, or category updates.

CS.54 Relevant information from the customer throughout the case management life cycle must be captured and attached to the case.

CS.55 Cases must be processed through final resolution.

CS.56 Cases must be placed on hold where feedback or direction from ODOT is required.

4.5 Transponder Management

Contractor shall establish ODOT’s transponder inventory program using the CBOS inventory and order management functions. Authorized users shall be assigned to perform transponder inventory management and distribution functions.

4.5.1 General

CS.57 A retail transponder program must be supported. (Future requirement, not required at Go-Live)

CS.58 Transponder literature, transponder packaging, mounting strips, and mailing material required must be supplied for fulfillment activities.

CS.59 Contractor shall identify opportunities to reduce transponder distribution and handling costs (e.g. mailing, return).

CS.60 Hard-case transponder shipments must have package tracking.

CS.61 Transponders must be shipped to various locations (e.g., In-Person Service Centers, retailers, third party partners).

CS.62 Returned Hard-case transponders must be processed.

CS.63 CBOS transponder inventory and fulfillment reports must be used to actively manage departmental activities.

4.5.2 Transponder Inventory

CS.64 Multiple transponder inventory types (i.e., sticker and hard-case transponders) must be tracked and managed.

CS.65 Transponder serial numbers must be validated for accuracy against the delivery manifest.

CS.66 Transponder attributes must be populated in the inventory management system to ensure full inventory reporting accuracy.

CS.67 Physical inventory must be counted and reconciled to CBOS system reports monthly.

CS.68 When inventory levels fall below the agreed upon supply threshold for each transponder type ODOT must be notified.

4.5.3 Transponder Fulfillment

CS.69 Customers must be provided with initial transponders upon account opening and replacement transponders as requested or needed.

CS.70 Transponder literature, transponders, mounting strips, and other materials must be inserted in the transponder parcel.

4.5.4 Transponder Testing, Warranty, and Returns

CS.71 Returned hard-case transponders must be tested with transponder testing equipment.

CS.72 If it is determined that the hard-case transponder is not defective or damaged, it must be returned it to active inventory and status in the CBOS changed accordingly

CS.73 If it is determined that the hard-case transponder is defective and under warranty, a return merchandise authorization must be requested from the manufacturer and status in the CBOS changed accordingly.

CS.74 If it is determined that the hard-case transponder is damaged, the transponder must be disposed of in compliance with state and federal regulations and the status in the CBOS changed accordingly.

4.6 Business Continuity

CS.75 The necessary resources must be provided to support any Oregon Toll System Disaster Recovery event (RTS, CBOS, or CSC Operations events)

CS.76 In the event of a partial or full failure of the primary production environment, the secondary production environment must support a recovery time objective (RTO) of eight (8) hours and recovery point objective

(RPO) of zero.

CS.77 Annual Disaster Recovery testing must be supported by participating in test case execution and issue tracking.

CS.78 The business continuity SOPs must be in accordance with the Business Continuity Plan (BCP).

CS.79 Staff must be trained on BCP procedures (initial and annual refresher).

CS.80 In response to a declared Disaster event the facility and resource needs must be assessed.

CS.81 Staff must be re-allocated to meet RTO requirements during a declared Disaster event.

4.7 Quality Management Program

A Quality Management program must be developed, including recurring quality reviews of all customer service activities, financial aspects of the CSC operation, and subcontractor activities. The Quality Assurance program must also include reviews of the Contractor’s monthly performance regarding contractual performance requirements.

Q.1 Call monitoring must be conducted and other Quality Assurance reviews including customer survey results must be reviewed to provide appropriate employee feedback and support.

Q.2 Quality Assurance staff must be independent from CSC customer service and financial staff.

Q.3 Findings from quality reviews must be documented and corrective action and/or retraining implemented to remediate any negative findings.

Q.4 Quality review results must be provided, including any corrective actions taken, to ODOT on no less than a quarterly basis.

Q.5 The QMP must be updated if new functionality is added or the findings of quality reviews identify processes that should be reviewed more frequently.

4.8 Operational Dashboards and Statistics

OP.1 Operational functions must be actively managed using near real-time dashboards and statistics.

OP.2 Operational statistics must be monitored to ensure adherance to requirements, SLAs, and SOPs, handle exceptions, reconcile anomalies, and address issues resulting from unexpected activity. Dashboard statistics must include at a minimum:

a. Call center statistics

b. Correspondence statistics

c. Case Management Statistics

d. Transponder statistics

e. Account statistics

f. In-Person Service Center statistics

g. Transponder statistics

h. Payment statistics

i. Financial statistics

5 Financial

Contractor shall provide cashier functions, payment processing, funds deposit, reconciliation, and overall financial management and reporting across all aspects of the Oregon Toll Program. In addition, the Contractor shall process payment exceptions, fees/adjustments, refunds, payment reversals, and support ODOT in the processing of bankruptcies and write-offs. Replenishment and invoice payments will be processed by ODOT’s lockbox at U.S. Bank and credited to customer accounts through a file interface with the CBOS.

5.1 GAAP

FI.1 Internal controls over financial activity in the CSC must be GAAP compliant.

FI.2 Internal control policies and procedures must exist that comply with Statements on Standards for Attestation

Engagements 18 Service Organization Control 2 Type II (SSAE 18 SOC 2 Type II) standards for service organizations.

5.2 Cashier, Closeout, and Deposit Functions

5.2.1 General

FI.3 The cashier, closeout, and deposit functions must have segregation of duties to reduce opportunities for errors and fraud. Controlled access to these functions must be used for identification, authentication, authorization, and auditability.

5.2.2 Cashier

FI.4 In-Person Service Center staff must have opening funds provided by the contractor (bank/tour drawer) in the In-

Person Service Center staff cash drawers.

FI.5 Bank/tour drawers must be stored in a secure location when not in use.

FI.6 Handling and transport of bank and payments received must be secure and include the use of counterfeit currency detection equipment, locked cash drawers, and safes/vaults.

FI.7 The CBOS must be used to reconcile cash and transponder inventory.

FI.8 Payments received must be processed, ensuring proper crediting to the customer account.

FI.9 Checks and money orders received must be scanned.

5.2.3 Closeout

FI.10 A daily closeout must be performed, reconciling all payments received by payment type (e.g., cash, check, credit card) at the end of their shift to the CBOS.

FI.11 The ending transponder inventory must be reconciled to the CBOS at the end of each shift.

FI.12 Closeout process must have supervisory review and approval.

FI.13 Overages/shortages must be investigated and, if unable to be resolved, reported to ODOT as part of the reconciliation package.

5.2.4 Deposit

FI.14 A daily cash deposit must be prepared for all cash received to be picked up by ODOT’s armored courier on a predetermined schedule.

5.3 Payment Exceptions, Fees/Adjustments, Returned Payments, and Refunds

5.3.1 General

FI.15 Payment exceptions, fees/adjustments, returned payments, and refunds must be processed accurately and must be covered in the SOPs.

5.3.2 Payment Exceptions

FI.16 Contractor shall promptly research, resolve, and process lockbox exceptions (payments that cannot be readily associated with a customer account), which are posted to the designated system unidentified account.

5.3.3 Fees/Adjustments

FI.17 The CBOS must be used when applying any fees/adjustments that require manual processing.

5.3.4 Returned Payments

FI.18 Chargebacks, returned checks, and rejected Automated Clearing House (ACH) payments must be processed.

FI.19 Customers must be notified of account adjustments due to returned payments through the CBOS.

FI.20 Returned payments must be incorporated into the various payment method reconciliations included in the reconciliation requirements.

5.3.5 Refunds

FI.21 Credit card refunds must be successfully processed.

FI.22 Refunds by check must be facilitated with ODOT.

5.4 Reconciliation

5.4.1 Financial Reconciliation

FI.23 The toll program depository bank account activity must be reconciled with the merchant services provider's account activity.

FI.24 Daily, weekly and monthly reconciliations must be performed of the ODOT bank account used for the deposit of toll program funds to the following:

a. Merchant services provider (Elavon) reports for credit and debit card activity

b. Key bank ACH activity reports (bank debit)

c. U.S. Bank lockbox activity reports

d. Retail payment network activity reports (Future requirement, not required at Go-Live)

FI.25 A three-way financial reconciliation must be performed among the ODOT bank account, activity reports, and

CBOS financial reports.

FI.26 Daily, weekly, and monthly reconciliations must be performed of financial activity across various CBOS reports by:

a. Payment instrument –cash, check/money order, credit/debit card, ACH debit, retail payment network

b. Method – In-Person Service Center, MPC/call center, IVR, ODOT tolling website, mobile application, batch processes, lockbox, retail payment network

c. Transaction type – payments, disbursements, reversals, fees/adjustments

FI.27 Daily and/or monthly reconciliation must be performed of fees assessed by the merchant services providers and the banks for credit and debit card, ACH, and lockbox activity.

FI.28 Daily and monthly reconciliation must be performed of USPS postage accounts used for the mailing of transponders, CSC-initiated customer correspondence, and administrative mailings.

FI.29 Reconciliation discrepancies must be promptly investigated and monitored through resolution. Unresolved discrepancies must be reported to ODOT as part of the reconciliation package.

FI.30 Reconciliations must be prepared and delivered in the format, manner, and frequencies required by ODOT.

FI.31 The CBOS team and ODOT must be promptly notified of any system-related discrepancies identified during the reconciliation process and follow through to resolution.

FI.32 A monthly reconciliation must be performed of all financial activity from various financial reports to the prepaid account balance report (liability report) and receivables balance report.

5.4.2 Transaction Reconciliation

FI.33 CBOS transaction reports, Roadside Toll System reports, and interoperable agency settlement reports must be used to reconcile all transactions, including:

a. Oregon vehicles on ODOT toll facilities

b. Oregon vehicles on interoperable agency toll facilities

c. Interoperable agency vehicles on ODOT toll facilities

d. Other out of state vehicles on ODOT toll facilities

FI.34 Transactions must be processed and categorized to a final disposition.

FI.35 Summary reports must be prepared to be used by ODOT for the settlement of interoperable transactions.

FI.36 Aging of transactions must be monitored to ensure unpaid invoices and transactions are escalating in accordance with ODOT’s CBOS Business Rules.

FI.37 Reconciliations must be prepared and delivered in the format, manner, and frequencies in SOP and as specified by ODOT.

FI.38 Reconciliation discrepancies must be promptly investigated and escalated, if necessary, to the Roadside Toll

System Contractor, CBOS team, or the interoperable agency, or all of those and monitored through resolution.

FI.39 Monthly reconciliation must be performed for all transaction activity from various transaction reports to the prepaid account balance report (liability report) and receivables balance report.

5.4.3 Collection Agency Reporting

FI.40 The CBOS system must be used to record and report any and all of the following collections activities:

a. Transactions placed

b. Payments (full or partial)

c. Payment reversals

d. Fee dismissals

e. Transactions pulled/collection efforts rescinded

FI.41 The State of Oregon or their external entity must be supported during investigation and resolution of discrepancies and customer disputes.

5.5 Bankruptcies and Write-Offs

5.5.1 Bankruptcies

FI.42 Copies of bankruptcy notifications must be provided to ODOT if received directly from the bankruptcy administrator.

FI.43 Transactions must be flagged and accounts must be notated that are covered by bankruptcy notifications.

FI.44 Bankruptcy statuses must be updated when the status changes to dismissed or discharged.

FI.45 Transactions and accounts must be unflagged when a bankruptcy is dismissed.

FI.46 The State of Oregon or their external entity must be notified to cease collection efforts when bankruptcy notifications are received by the CSC.

5.5.2 Write-Offs

FI.47 The write-off process must be initiated and processed for accounts/transactions in accordance with Business

Rules.

FI.48 The write-off process must include coordination with ODOT and processed upon direction from ODOT.

FI.49 The write-off reason(s) must notated on accounts when write-offs occur.

FI.50 Processed write-offs must reconcile among financial reports.