35368 Exhibit R CBOS and CSC Business Rules~1.pdf

Exhibit R - Oregon Toll Program -

Back Office Business Rules This document describes the proposed Business Rules for the State of Oregon Department of

Transportation’s (ODOT’s) Commercial Back-Office System (CBOS) Toll Collection Program.

The Business Rules reflect how ODOT wants to operate its tolling program, including account offerings, how tolls are collected and enforced, and how customer service is provided.

The Business Rules, like the Concept of Operations (ConOps), is a living document and will be reviewed periodically as part of ODOT’s continuous improvement process to make any changes to existing policies or add policies to serve their customers better.

The Business Rules are based on the ConOps for the program and form the foundation for developing system requirements. The Business Rules describe how ODOT plans to operate their toll program; the System Requirements will describe what functionality is needed in the

CBOS to deliver the Business Rules. Vendors will use the two documents to develop, configure, and operate systems to deliver all required functionality.

The Business Rules will be reviewed periodically by ODOT and may be modified as processes change. Any rule that includes unspecified amounts or numbers, or range of amounts will be determined during the design phase and prior to Go-Live or system implementations.

The Business Rules are prioritized according to when they must be delivered in relation to when revenue toll operations start (Go-Live).

a. Release 1: These Business Rules are required to be delivered at system Go-Live date.

b. Release 2: These Business Rules can be delivered after the Go-Live date. These Business

Rules may be delivered in one or more releases at a schedule to be defined and agreed upon with ODOT.

c. Future: These are future Business Rules that are not required to be delivered at Go-Live and need not be priced as part of this solicitation. However, ODOT requires that the proposed

CBOS solution is capable of supporting these Business Rules at a future date to be determined by ODOT.

The content of each release and the approach to the sequence of implementation will be negotiated during the planning phase with ODOT and the Contractor.

1 Account Establishment

1.1 Account Enrollment Channels

BR.1 The following rules apply to account enrollments through the various channels: Release 1

a. Customer Service Center (CSC)/In-Person Center or any place where ODOT provides in-person tolling customer service – The customer completes an application or provides account information to the customer service representative (CSR), and the CSR opens the account in real time.

Release 1

b. Telephone – The customer provides account information to a CSR over the telephone and the CSR opens the account in real time.

Release 1

c. Mail – The customer completes a paper application and sends the application via mail to a CSC location, and a CSR opens the account.

Release 1

d. Website – The customer opens an account in real time using the ODOT tolling website. Release 1

e. Mobile Application – The customer opens the account in real time using the ODOT tolling mobile application.

Release 2

f. Triggered by Transaction- The customer drives on a toll road without an account so the system automatically opens one (unregistered).

Release 1

1.2 Account Enrollment

Oregon Toll Program - Back Office Business Rules

BR.2 When a customer opens an account, based on account options selected by the customer, the following will occur:

Release 1

a. A transponder fulfillment process is triggered if the customer requested one.

Transponders are dispensed (if not dispensed at the In-Person Center) as part of an enrollment package when account enrollment is complete. Enrollment packages include transponder(s), simple installation instructions, and account information.

Release 1

b. Prompts are sent to the customer to enter credit/debit card or ACH banking information for prepaid with auto replenishment and autopay payment methods options.

Release 1

c. In cases where the transponder is acquired through a retailer, the customer registers the transponder number in the CBOS.

Future

BR.3 Customers can re-open a closed toll account, provided the request falls within the configured

State of Oregon data governance and records retention rules and the account meets all other Business Rules.

Release 1

2 Account Management

2.1 Transponders and Vehicles – General

BR.4 Transponder inventory will be managed, indicating how many transponders of each type are available at each CSC location, either by manual or bulk upload.

Release 1

BR.5 Customers can add transponders and vehicle license plates to their accounts. Release 1 BR.6 Customers are not required to return transponders at account closure. Release 1

BR.7 Customers may return defective hard case transponders to a CSC location for replacement. Release 1

BR.8 Defective hard case transponders that are under warranty will be returned to the manufacturer to receive replacement transponders.

Release 1

BR.9 Customers can request a transponder from a CSC location or, if the transponder was procured by the customer from a third party, provide a transponder number.

Release 1

BR.10 If CSC assists with transponders, location/status/account assignment will be updated accordingly.

Release 1

BR.11 If the toll system does not capture the transponder number and captures the license plate image, the transaction is mapped to the account based on the license plate.

Release 1

BR.12 If a transponder account is found to have excessive license plate-based tolls a communication will be sent to the customer to check their transponder for proper usage.

Release 1

2.2 Transponders

BR.13 The Oregon Toll Program issues ISO 18000-6C transponders. Release 1

BR.14 The transponders are available to customers, retailers, and third-party account managers at a configurable cost (default to zero).

Release 1

(Retailers

Future)

BR.15 Sticker transponders are issued at zero cost. ODOT may also issue multiple form factors, to include hard case transponders. There may be a configurable fee associated with these transponders.

Release 1

BR.16 Defective, damaged, stolen, and lost sticker transponders may be replaced at zero cost to the customer. Customers do not need to return these transponders to a CSC location.

Release 1

BR.17 Damaged, stolen, and lost hard case transponders may be replaced after paying a fee (configurable parameter).

Release 1

BR.18 Defective hard case transponders may be replaced at zero cost to the customer. The customer must return these transponders to a CSC location.

Release 1

BR.19 Exterior 6C transponders, are available at a configurable cost (default to zero) for vehicles with interfering windshields, such as metallized windshields that do not provide a cutout for transponder placement.

BR.20 Transponders are available for purchase at retail outlets that have specified agreements with

ODOT.

Future

2.3 Transponder Status

BR.21 The following transponder statuses are supported: Release 1

a. Unassigned – not assigned to an account

b. Assigned – assigned to an account and not reported lost, stolen, or defective and used when reporting transactions

Release 1

c. Lost or stolen – the account holder has reported the transponder as lost or stolen Release 1

d. Defective – the account holder has reported the transponder to be defective or damaged Release 1

e. Interoperable - assigned to an interoperable agency account Release 1

2.4 Transponder Location

BR.22 The following transponder locations are supported: Release 1

a. Inventory – multiple locations such as MPC, In-Person Service Center location(s), and Mobile Van.

Release 1

b. Inventory Assigned to Third Party – multiple locations such as Costco, American

Automobile Association (AAA), and Verra Mobility.

Future

c. Customer – Assigned to customer account. Once assigned to this location, the location cannot change.

Release 1

2.5 Adding Transponders and Vehicles

BR.23 The vehicle(s) start date/time reflects the date and time when the vehicle was activated on the account. The end date/time is not mandatory and remains blank unless a temporary vehicle (for example, a rental vehicle) is added or a vehicle is removed.

Release 1

BR.24 A customer will not be able to add a vehicle license plate number to an account if it is associated with an unregistered account with unpaid tolls, fees, and/or fines. The customer will not be able to add the vehicle/license plate number until the outstanding balance is resolved. Resolution criteria is below:

Release 1

a. Transactions less than 90 days old (configurable parameter) – the customer will have an option to pay tolls only and have their fees and/or fines waived.

Release 1

b. Transactions greater than 90 days old (configurable parameter) – the customer will be required to pay the outstanding balance (tolls, fees, and/or fines) in full.

Release 1

BR.25 A customer will not be able to add a vehicle/license plate number if it is associated with another active registered account except for the conditions listed below:

Release 1

a. Transfer of ownership Release 2

b. Temporary vehicle Release 1 BR.26 For transfer of ownership processing, the following actions are performed: Release 2

a. The vehicle license plate is removed from the original account. Release 2

b. The original account holder is notified that the vehicle license plate has been added to the new account and transactions occurring after the vehicle license plate add date will be associated with the new account.

Release 2

i. If the original account holder does not have any remaining vehicle license plate or transponder listed on the account after the transfer of ownership, the account is placed in suspension and a notification is sent advising the customer that the account will be closed unless a vehicle license plate or transponder is added within 30 days.

Release 2

ii. If no action is taken within 30 days, the account is flagged for closure. Release 2 BR.27 For temporary vehicles, the following actions are performed: Release 1

a. The vehicle license plate is added as a temporary vehicle with a mandatory end date. Release 1

b. The toll transactions incurred between the add date and the end date are associated with the customer’s account where the temporary vehicle is added.

Release 1

2.6 Adding Transponders/Vehicles – for Active Accounts

BR.28 Additional transponders may be added to a registered customer’s account by requesting a transponder(s). Adding a transponder requires adding a corresponding vehicle. The CBOS performs the same system checks associated with adding vehicles to an account as discussed previously.

Release 1

BR.29 Customers can backdate the vehicle license plate’s addition to the registered account for a configurable amount of time (default to 90 days). If there are any unpaid invoices/notices associated with the added license plate in the configurable amount of time, any associated penalties/fines are reversed in the unregistered account, and tolls are posted to the account.

Release 1

BR.30 Customers cannot transfer a sticker transponder from one vehicle to another. Release 1 BR.31 CSRs can add an exemption flag and exemption reason to any active vehicle or person that meets configurable criteria, as determined by ODOT.

Release 1

2.7 Deleting Transponders/Vehicles – for Active Accounts

BR.32 Customers can delete transponders and vehicle license plates from their accounts. To maintain an active account status, there must be at least one transponder or vehicle license plate on the account.

Release 1

BR.33 If after deletion of a transponder or license plate, a customer account will be left with no transponder or vehicle license plate, the customer is warned that their account will be suspended. If the customer proceeds and there is no remaining transponder or vehicle on the account, the account is suspended.

Release 1

BR.34 Any transactions with a transaction date before the transponder is removed from the account are posted to the account. Any transactions after the removal date are not posted to the account the transponder is removed from, unless the vehicle and license plate is still on the account. The transaction would be posted as an imaged based transaction.

Release 1

2.8 Replacing Transponders

BR.35 The CBOS fulfills transponder replacement requests by removing the old transponder from the account and adding the new transponder number to the account. The status of the old transponder is changed to lost/stolen, damaged, or defective based on the reason provided by the customer. The customer is advised to discard the old transponder if it is still in their possession, except for defective hard case or external-mount transponders (transponders that may have a fee associated with them). For those two transponder types, the customer must return the transponder to the CSC to avoid a replacement fee (replacement of lost/stolen and damaged hard case or external-mount transponders incurs a fee).

Release 1

2.9 Account Merge

BR.36 Customers can merge accounts with the help of a CSR. Release 2 BR.37 The primary account holders of both accounts must consent to the merging of accounts. Release 2

BR.38 Both accounts must have balances greater than or equal to zero to be qualify for merging. Release 2

BR.39 Both accounts must be registered accounts. Release 2 BR.40 Customers must agree to close one of the accounts in this process. Release 2

BR.41 Merging of accounts transfers transponders/vehicles from the account to be closed to the merged account.

Release 2

BR.42 Merging of accounts transfers the account balance from the account to be closed to the merged account.

Release 2

BR.43 Payment instruments are removed from the closed merged account. Release 2

BR.44 Account history and account notes are not transferred from the closed merged account. Release 2

BR.45 Vehicles are end dated in the closed merged account as of the account’s merged date and time.

Release 2

BR.46 The vehicle start date in the remaining open account for the transferred vehicles is the start date and time of the vehicle in the closed merged account.

Release 2

BR.47 All transactions associated with vehicles and transponders from the closed account with the posted date and time after the merged date and time are posted to the new merged account irrespective of the transaction date.

Release 2

2.10 Transferring Transponder/Vehicle Between Accounts

BR.48 Customers can transfer transponders and vehicles between accounts with help of a CSR. Release 2

BR.49 The primary account holders of both accounts must consent to the transfer. Release 2 BR.50 Customers must agree to remove vehicles and transponders from one account. The same rules apply as the rules for deleting transponders/vehicles for active accounts.

Release 2

BR.51 The account history and account notes regarding vehicles and transponders are not transferred from the previous account.

Release 2

BR.52 Vehicle(s) from the transferee account are end dated as of the move date and time. Release 2

BR.53 The vehicle start date in the transferred account for the transferred vehicle(s) is the date and time when the transfer occurs.

Release 2

BR.54 All transactions associated with vehicles and transponders from the transferee account with the transaction date and time before the transfer date and time are posted to the transferee account.

Release 2

BR.55 All transactions associated with vehicles and transponders from the transferee account with the transaction date and time after the transfer date and time are posted to the transferred account.

Release 2

2.11 Account Status

BR.56 The following account statuses in are supported for registered accounts Release 1

a. Pending Active - Account creation process has been started but not completed Release 1

b. Cancelled - An account with “pending active” status is canceled by the system after X hours/days (configurable parameter)

Release 1

c. Active - Account balance is greater than the replenishment threshold (configurable parameter) creation process has completed and is not Pending Closed, Closed, or Suspended

Release 1

d. Pending Closed - Customer has requested the account be closed Release 1

e. Closed - Account has been closed Release 1

f. Suspended - CBOS has placed the account in this status because of irregularities, such as no transponders or vehicles on the account Release 1

BR.57 For interoperability, when ODOT sends the file (list) of transponders to interoperable agencies, ODOT is notifying the interoperable agency that the accounts associated with the transponders are in good standing and payment is guaranteed. If an ODOT customer’s account balance falls to zero or below, ODOT can send out invoices. If an ODOT customer with a transponder status of invalid for interoperable use (zero or negative balance) drives roads operated by interoperable agency, the interoperable agency sends out the invoice.

Release 1

2.12 Account Conversion – Unregistered to Registered

BR.58 The customer can convert an unregistered account to a registered account through self-service channels (new enrollment) and with the help of a CSR.

Release 1

BR.59 Customers can request account conversion from unregistered to registered account before an invoice is assigned to collections. This requires the following actions:

Release 1

a. All unpaid fees and penalties are waived. Release 1

b. Unpaid toll charges are calculated (toll rate to be determined [TBD]). Release 1

c. The customer is prompted to select/add the following: Release 1

i. Payment method (prepaid, autopay) Release 1

ii. Replenishment method when prepaid is selected (automatic, manual) Release 1

iii. Payment instrument (if automatic replenishment method or autopay payment method is selected)

Release 1

iv. Demographic information (e.g., transponders, vehicles, license plates, correspondence preference)

Release 1

d. The amount due is calculated as replenishment amount plus toll charges. Release 1

e. The customer payment instrument is charged the amount due (if selected payment method is prepaid and replenishment method is automatic or payment method is autopay).

Release 1

f. The customer is required to pay the amount due if the selected payment method is prepaid and replenishment method is manual.

Release 1

2.13 Account Closure

BR.60 Customers can request for their accounts to be closed. The account must be in “active” status for this request to be processed. When an account closure request is received:

Release 1

a. The account status is changed to “pending close.” Release 1

b. The customer is advised that they should destroy the transponders on the account and should not use those transponders to travel on toll roads.

Release 1

c. License plates associated with the account are end dated as of account closure request date and time and the account status is changed to pending close for X days (configurable parameter) to allow for any unprocessed transactions to be posted to the account.

Release 1

d. While the account is in pending close status: Release 1

i. All other account functions such as replenishment and communications to customer regarding their account continues.

Release 1

ii. The customer cannot add any vehicles/transponders to their account. Release 1

iii. The customer can add payment instruments to the account. Release 1

e. Any toll transactions with a transaction date/time before the closure request date/time request are posted to this account.

Release 1

f. After X days (configurable parameter), if the account has a positive balance, an account refund is processed using the preferred payment instrument registered in the account and the account status is changed to “closed.”

Release 1

i. All unused toll credits are reversed and are not refunded to the customer. Release 1

iii. Accounts will have all payment instruments removed when the account status is changed to closed.

Release 1

iii. A final communication confirming account closure is sent to the customer. Release 2

iv. No further communications are sent regarding closed accounts. Release 1

v. Customers no longer have online access to their closed accounts. Release 1

g. After X days (configurable parameter), if the account has a negative balance, the replenishment method is changed to manual if the payment method is prepaid and replenishment method is automatic. If the payment method is autopay, the payment method is changed to prepaid and replenishment method is set to “manual.” The account status is changed to “invoiced,” and customer is invoiced for unpaid transactions.

Release 1

i. All payment instruments are removed from the account. Release 1

ii. Customers can log on to their accounts using their username and password. Release 1

iii. Customers can pay for their invoices. Release 1

iv. Customers cannot add any transponders/vehicles to their account while the account status remains unpaid.

vi. Toll transactions are charged at the “unregistered account” toll rate. Release 1

vii. Customers need to pay all outstanding balances on the account before the account status is updated to closed.

Release 1

viii. Once the account is brought current and the status is changed to closed, the account closure process can continue according to the account closure rules above.

Release 1

2.14 Account Fees

BR.61 ODOT assesses administrative account fees for certain account-based actions such as mailing statements and returned checks. These fees are configurable in the CBOS and are applied by the CBOS. New fees can be configured at any time, as needed.

Release 1

a. Mailed Statement Fees - $2 Release 1

b. Returned Check/Automated Clearing House (ACH) Rejection Fee - $35 Release 1

c. Invoice Fee - $5 Release 1

d. Notice of Civil Penalty (NOCP) - $50 Release 1

2.15 Customer Statements

BR.62 Customer statements are generated on the account anniversary date (monthly or quarterly as selected by the customer).

Release 1

BR.63 Customer statement anniversary dates falling on the 29th, 30th, and 31st are generated on the first day of the following month.

Release 1

BR.64 Customer statements should include financial activity appearing in chronological order based on posting date to the account.

Release 1

BR.65 Statements are generated for registered accounts that are in active and pending close statuses.

Release 1

BR.66 Customer statements should clearly identify account demographic and vehicle information, account balance, statement period and all transactions within the period, and any additional fees.

Release 1

2.16 Records Retention

BR.67 The time limits (configurable parameters) presented in BR69 are honored for online availability, archiving, and deleting different types of collateral.

Release 1

BR.68 Refer to the Oregon state data retention statutes for clarification:

https://secure.sos.state.or.us/oard/displayDivisionRules.action?selectedDivision=591

Release 1

Statements:

Online Availability: 1 Year

Archive: According to state data retention statutes

Delete: According to state data retention statutes

Release 1

Letters Online Availability: 1 Year

Archive: According to state data retention statutes

Delete: According to state data retention statutes

Release 1

Vehicle Images

Online Availability: 30 days post settlement

Archive: 30 days post settlement Delete: 30 days post settlement

Release 1

Invoices and Associated Notifications

Online Availability: 1 Year

Archive: According to state data retention statutes Delete: According to state data retention statutes

Release 1

Toll Rate Sign Images

Online Availability: 30 days post settlement

Archive: 30 days post settlement

Delete: According to state data retention statutes https://secure.sos.state.or.us/oard/displayDivisionRules.action?selectedDivision=591

Voice Recordings Online Availability: 3 months

Archive: According to state data retention statutes

Delete: According to state data retention statutes

Release 1

Chat Scripts

Online Availability: 3 months

Archive: According to state data retention statutes

Delete: According to state data retention statutes

Release 1

Bot Scripts Online Availability: 3 months

Archive: According to state data retention statutes

Delete: According to state data retention statutes

Release 1

2.17 Outgoing Correspondence Channels

2.17.1 General

BR.69 The following outgoing correspondence channels are supported: Release 1

a. Mail Release 1

b. Email Release 1

c. Text message Release 1

d. In application on website and mobile app Release 1 (mobile app

Release 2) BR.70 Customers can select their preferences for correspondence channel. Release 1

2.17.2 Mail

BR.71 The mailing service supports the tracking of letters using Intelligent Mail barcode and makes tracking information available in the CBOS.

Release 1

BR.72 The mailing service supports electronic interfaces with returned mail and mail forwarding services provided by the U.S. Postal Service (USPS) and makes this information available to the

CBOS. The CBOS uses this service to mark addresses undeliverable or update addresses based on this information.

Release 1

BR.73 The mailing service supports mailing items to international addresses. Release 1

2.17.3 Email

BR.74 No account-related information is displayed in the body of the email. Release 1

BR.75 Letters and statements are sent as links and require the user to log on to their account to view the information.

Release 1

BR.76 Results are tracked that determine if the email was received, opened, or bounced back. Release 1

BR.77 Customers cannot opt out of receiving email messages when they receive the email. They need to log on to their account and change their account preferences.

Release 1

BR.78 Email will be set as the preferred channel for correspondence by default. Release 1

2.17.4 Text Messages

BR.79 No account-related information is displayed in the body of the text message. Release 1

BR.80 To take any action based on the text message, the user needs to log on to their account. Release 1

BR.81 Users must pay for any charges related to text messaging subscription services. Release 1

BR.82 Users must opt in to receive text messages from the CBOS at enrollment or by logging into their account. Users will be warned that any message and data rates may apply.

Release 1

BR.83 Users can opt out from receiving text messages by logging into their account. Release 1

BR.84 Text messages are sent out in accordance with Oregon law during X business hours and X business days.

2.17.5 In Application

BR.85 Notifications are displayed in the website and mobile application. Release 1

(mobile app

Release 2)

2.18 Outgoing Correspondence Types

2.18.1 General

BR.86 The types of outgoing correspondence include: Release 1

a. Letters Release 1

b. Statements Release 1

c. Invoices Release 1

d. Notifications Release 1

Events that trigger these different types of correspondence will be defined during design. Release 1

BR.87 Customers with registered accounts will be allowed to select their preference for correspondence channel to indicate whether they want to receive letters, statements, and invoices via physical mail or email. If customers select physical mail and also provide an email address, they will be sent correspondence via email in addition to physical mail.

Release 1

BR.88 If a customer selects to receive letters, statements, and invoices via email, certain correspondence may be selected to be sent by physical mail at ODOT’s discretion.

Release 1

2.18.2 Letters

BR.89 Letters are created to inform registered customers about an action they need to take or to communicate important information regarding their account. This is mandatory correspondence that all customers must receive.

Release 1

BR.90 Letter are generated in the customer-indicated preferred language. Release 1

BR.91 All account letters are sent via email by default when an email address is available. Release 1

BR.92 Customers with an email address have the option to receive letters via mail in addition to email. A per-month fee may be assessed for this option.

Release 1

BR.93 When an email address is not available or is removed, letters will be sent via mail. Release 1

BR.94 Letters related to account financial information may be sent out via mail in addition to email. Release 1

BR.95 When letters are sent via email, customers are notified of the type of correspondence that is being sent in the email message with a log on link. The customer then logs on to their account to view the letter.

Release 1

BR.96 All letters to unregistered customers are sent via mail. Release 1

2.18.3 Statements

BR.97 Monthly and quarterly statements are supported. Release 1

BR.98 All account statements are sent via email by default when an email address is available. Release 1

BR.99 Statements are generated in the customer-indicated preferred language. Release 1

BR.100 When statements are sent via email, customers are notified that their statement is ready with a log on link. The customer then logs on to their account to view the statement.

Release 1

BR.101 Customers can view and download statements from their accounts. Release 1

BR.102 Customers may request statements from the CSC for up to X months (configurable parameter) old.

Release 1

2.18.4 Invoices

BR.103 All invoices and invoice-related correspondence to unregistered account holders is sent via mail.

Release 1

BR.104 All invoices and invoice-related correspondence to registered customers are sent via email when email address is available, same as other correspondence.

2.18.5 Notifications

BR.105 Notifications are sent via email messages and text messages when feasible (customer has provided an email address and mobile phone number and has opted in to receive text messages), with an exception to details about hearings related to notice of civil penalties. That notice must be sent via mail, in accordance with ORS 183.413.

Release 1

2.19 Returned Mail, Nixie, and Skip Tracing

BR.106 The Oregon Toll System uses an electronic interface with USPS to receive Nixie (returned mail) information.

Release 1

BR.107 When an address is received as a nixie, the address is skip traced (look for an address using a third party). If a new address is received, the account address is updated, and account correspondence/invoice is sent to the updated address.

Release 1

BR.108 If no account information is received, the address on the account is marked as “bad address”. Release 1

BR.109 No further correspondence is sent to accounts marked as bad address until a new address is received.

Release 1

2.20 Forwarded Mail

BR.110 The Oregon Toll System uses an electronic interface with USPS to receive forwarded addresses.

Release 1

BR.111 When a forwarded address is received, the account address is updated, and any subsequent account correspondence/invoice is sent to the updated address.

Release 1

2.21 Customer Correspondence

BR.112 Customer correspondence is logged for tracking and reporting and includes both correspondence to and from the customer.

Release 1

BR.113 Customers can submit an inquiry via the online website, mobile application, and online chat. Release 1

2.22 Write-offs

BR.114 Toll transactions, fees, and fines can be written off upon direction from ODOT. Release 1

BR.115 The Oregon Toll System supports handling write-off processes in accordance with state and federal laws.

Release 2

BR.116 The write-off process needs to have segregation of duties such that a user preparing and editing the write-offs cannot approve or process the write-offs.

Release 2

BR.117 A reason must be identified for each write-off. Release 2

BR.118 Write-offs need to be approved by ODOT designated individuals before processing is complete. This can be done by individual account, or batch approvals.

Release 2

2.23 Bankruptcy

BR.119 The Oregon Toll System supports handling bankruptcy claims of customers with toll accounts in accordance with state and federal laws.

Release 1

BR.120 Customer accounts are flagged in the CBOS when the bankruptcy filing is received. Release 1 BR.121 All unpaid transactions at the time of bankruptcy are put in “suspended” status. Release 1

BR.122 Escalation and collection efforts on suspended transactions are put on hold, including payment plans.

Release 1

BR.123 All correspondence related to unpaid toll transactions covered under bankruptcy filing is suspended.

Release 1

BR.124 Any toll transaction or NOCP that occurs after the bankruptcy filing date is subject to continued processing and is collectible.

Release 1

BR.125 Accounts with an active bankruptcy flag may not be closed, except under specific conditions to be set forth by ODOT.

Release 1

BR.126 Bankruptcy filings are given unique identifiers, and bankruptcy specific data such as filing date, type, status, and dismissal date, are captured.

Release 1

BR.127 Bankruptcy dismissals and expirations are tracked, and appropriate notifications are sent to the customer.

BR.128 If a bankruptcy filing is dismissed or expires, the account flag and transaction hold will be removed, and account processing will be reinitiated with adjustments made for the hold period that was observed.

Release 1

3 Security

3.1 Username, Password, and Personal Identification Number

BR.129 Customer usernames are unique in the system. Release 1

BR.130 Customers are prompted to create a username and password when enrolling in an account online.

Release 1

BR.131 If the customer opens an account with a CSR, the CSR explains the process of creating a username and password to the customer after creating the account.

Release 1

BR.132 Customers can reset usernames/passwords. Release 1

BR.133 Customers are prompted to create an interactive voice response (IVR) access personal identification number (PIN) for their account after they complete enrollment.

Release 1

BR.134 Users can request a IVR access PIN reset via any communications channel other than IVR. Release 1

BR.135 The IVR system will only allow authorized users to make changes to recorded messages. Release 1

BR.136 The IVR system will utilize role-based security for typical functions. Release 1

3.2 System Access Requirements

3.2.1 CBOS

BR.137 CBOS users need to be able to remotely access the CBOS system to perform all assigned duties, based on assigned security roles.

Release 1

BR.138 Access to the CBOS is solely for the purpose of fulfilling obligations for the Toll Program. Release 1

BR.139 All individuals or entities accessing the CBOS must reside within the United States. Release 1 BR.140 CBOS Users should have log-on access to the CBOS training and test environments. Release 1

BR.141 Authorized ODOT employees must be configured with access to the CBOS application. Release 1

3.2.2 Phone/In Person

BR.142 IVR customers must provide an account number and IVR access PIN to access their account information.

Release 1

BR.143 CSC (Phone) – CSRs use the account name, zip code, and other demographic information to verify the customer’s identity.

Release 1

BR.144 CSC (In Person) – CSRs require a valid current government-issued photo identification to verify a customer’s identity.

Release 1

4 Payment Processing

4.1 Payment Currency

BR.145 The only acceptable currency is U.S. dollars. Release 1

4.2 Payment Channels

BR.146 The following payment channels are supported (support for a particular channel depends upon the payment instrument; Table 4 contains the mapping):

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a. CSC – In-Person Centers or any place where ODOT provides tolling customer service Release 1

b. CSC – CSR phone Release 1

c. Mail Release 1

d. IVR Release 1

e. Website Release 1

f. Mobile Application Release 2

g. Retailers through payment networks (e.g., grocery stores and convenience stores) Future

4.3 Payment Instruments

BR.147 Customers can use the following instruments to pay based on the account type and payment channel:

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a. Credit/debit cards Release 1

b. ACH bank account debit Release 1

c. Check/Money Order Release 1

d. Cash Release 1

e. PayPal Future

f. Venmo Future

g. Other applications, such as Apple Pay, Google Pay Future

4.4 Credit Cards Supported

BR.148 The following credit/debit cards are supported: Release 1

a. Mastercard Release 1

b. Visa Release 1

c. American Express Release 1

d. Discover Release 1

4.5 Credit Card/Debit Card Expiration Dates

BR.149 Expiration dates and/or account numbers are automatically updated by the CBOS through an interface with the merchant services provider for credit card systems that support this functionality.

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BR.150 For the cards that are not updated through the automatic process, the CBOS sends out a communication to the customer about their upcoming expiration date and requests them to update the expiration date for their card.

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4.6 Payment Methods

BR.151 Customers with registered accounts can select one of the following payment methods to pay for their tolls:

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a. Prepaid Release 1

i. Automatic replenishment Release 1

1. Requires customers to maintain a prepaid balance and save a payment instrument on the account.

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2. When the prepaid balance falls below a certain threshold (replenishment threshold), the

CBOS replenishes the account (using the saved payment instrument) by a certain amount

(replenishment amount).

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ii. Manual replenishment Release 1

1. Requires customers to maintain a prepaid balance. Release 1

2. When the prepaid balance falls below a certain threshold (replenishment threshold), the

CBOS alerts the customer to replenish their account. The customer is responsible for replenishing their account and maintaining the required prepaid balance.

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3. Customer has the option to save payment instrument on the account. Release 1

b. Autopay (Postpaid) Release 1

i. Does not require customers to maintain a prepaid balance on the account. Release 1

ii. Requires customers to save a payment instrument on the account. Release 1

iii. Payment instrument is used to pay for the charges incurred for X days (configurable parameter) or $Y amount (configurable parameter), whichever is earlier.

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BR.152 Customers who do not have registered accounts will use the following payment methods to pay for their tolls:

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a. Pay As You Go: Customers can pay their toll charges within X days (configurable parameter) of travel before they are invoiced for the transactions.

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b. Invoices: Customers without registered accounts with toll transactions who do not pay using pay-as-you-go methods are invoiced for their toll transactions.

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4.7 Account Replenishment Amount and Replenishment Thresholds

BR.153 The replenishment amount and replenishment threshold are configurable by account attribute and discount program. This will be determined by ODOT policy.

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BR.154 Automatic replenishment amounts and replenishment thresholds may differ from manual replenishment amounts and replenishment thresholds.

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BR.155 Toll activity is reviewed after 90 days of opening an account for replenishment evaluation. Release 1

BR.156 Customers can adjust their replenishment by increasing/deceasing the replenishment amount. The replenishment amount cannot be decreased below the system-required minimum replenishment amount.

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4.8 Automatic Replenishment

BR.157 Customers can have up to a total of X payment instruments (configurable parameter) on file for automatic replenishments and are prioritized in the order which the customer wants the CBOS to attempt replenishment.

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BR.158 When the account prepaid balance falls below the replenishment threshold, the CBOS attempts to replenish the account using the payment instrument on file as prioritized with a configurable number of attempts before dropping to the next prioritized payment instrument if the original payment attempt is not successful.

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BR.159 If the payment instrument is a credit card, a configurable number of attempts (two) to process will occur before dropping to the next prioritized payment instrument.

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BR.160 If an ACH payment instrument is not able to be processed, no additional attempts will occur, and a nonsufficient funds (NSF) fee will apply.

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BR.161 When the replenishment is attempted with a credit card, after two failed attempts, the credit card is removed from the account.

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BR.162 If the account cannot be replenished with any payment instrument, the CBOS sends out a communication to the customer advising them of the issue and requesting the customer to provide a valid payment instrument.

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BR.163 Customers also have an option to make a one-time payment on their account at any time. Release 1

4.9 Manual Replenishment

BR.164 Accounts with the manual replenishment method have the option to store a payment instrument on file.

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BR.165 When the account prepaid balance falls below the replenishment threshold, the CBOS sends out a communication to the customer to pay the replenishment amount. Customers have the choice to:

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a. Send a check by mail. Release 1

b. Use the CSC (In-person Center) and make payment via check, credit/debit card, or cash. Release 1

c. Use the IVR (automated or via CSR), website, or mobile application to make payment via credit/debit card or ACH.

d. Use ODOT-supported retail stores to pay by cash. Future

BR.166 Customers have the option to make one-time payments on their account at any time. Release 1

4.10 Autopay (POSTPAID)

BR.167 Customers may elect to have their account balance paid automatically with a payment instrument on file, such as credit/debit card or ACH, when the account balance reaches a certain amount ($X) (configurable parameter) or there have been certain days (Y days)

(configurable parameter) since the first posted toll transaction.

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BR.168 Customers can have up to a total of X payment instruments (configurable parameter) on file for autopay and can prioritize in the order in which they want the CBOS to attempt payment.

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BR.169 When the account balance meets the above condition, the CBOS attempts to post the payment to the account using the payment instrument on file as prioritized.

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BR.170 If the payment instrument is a credit card, a configurable number of attempts (two) to process will occur before dropping to the next prioritized payment instrument.

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BR.171 If an ACH payment instrument is not able to be processed, no additional attempts will occur, and an NSF fee will apply.

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BR.172 When the replenishment is attempted with a credit card, after two failed attempts, the credit card is removed from the account.

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BR.173 If the account balance cannot be paid with any payment instrument, the CBOS sends out a communication to the customer advising them of the issue and requesting that the customer to provide a valid payment instrument.

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4.11 Converting Account Replenishment Methods for Prepaid Payment Method

BR.174 Customers can change their account replenishment method. Release 1

BR.175 Converting from the automatic replenishment to the manual replenishment method requires the following actions:

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a. Customers are given the option to remove or change payment instruments from the account.

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b. The replenishment amount and replenishment threshold are adjusted. Release 1

c. When the account balance falls below the manual replenishment threshold, the replenishment communication is triggered.

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BR.176 Converting from the manual replenishment to the automatic replenishment method requires the following actions:

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a. At least one payment instrument must be stored in the account. Release 1

b. The replenishment amount and replenishment threshold are adjusted. Release 1

c. When the account balance falls below the automatic replenishment threshold, the account is replenished with the automatic replenishment amount.

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4.12 Converting Payment Methods

BR.177 Customers can change their payment methods. Release 1

BR.178 Converting from the autopay payment method to the prepaid payment method and selecting manual replenishment method requires the following actions:

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a. The customer’s payment instrument is charged for the account balance and prepaid amount (replenishment amount).

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b. The replenishment amount and replenishment threshold are added. Release 1

c. Customers are given the option to remove payment instruments from the account. Release 1

BR.179 Converting from the autopay payment method to the prepaid payment method and selecting the automatic replenishment method requires the following actions:

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a. The customer’s payment instrument is charged for the account balance and prepaid amount (replenishment amount).

b. The replenishment amount and replenishment threshold are added. Release 1

c. The payment instrument(s) remain on the account. Release 1

BR.180 Converting from the prepaid payment method to the autopay payment method requires the following actions:

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a. At least one payment instrument must be stored in the account. Release 1

b. The replenishment amount and replenishment threshold are removed. Release 1

c. Customer is refunded any remaining balance on the account. Release 1

4.13 Discounts and Credits

BR.181 According to ODOT policy, discounts and credits are supported as follows: Release 1

a. Discounts – Customer accounts, vehicles, or transactions meeting criteria may have discounts applied by ODOT (for example, a fixed amount or percentage of transaction value) on certain facilities and during a certain period.

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b. Credits – Customer accounts, vehicles, or transactions meeting criteria may have credits applied to toll transactions incurred over a certain period to certain customers. When the credit period is over and/or the account is closed, unused credits are not refunded to the customer.

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BR.182 Multiple discounts/credits can be applied concurrently as long as required criteria for each discount/credit is met.

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CSRs shall follow a series of validation steps to determine customer eligibility for various discounts and credits, based on the direction from ODOT.

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4.14 Payment Processing Order

BR.183 Payments received from a customer for outstanding tolls/fees should be applied to toll transactions first, based on transaction date order, and then to any associated fees pending, followed by any fines.

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BR.184 If any fees and fines remain unpaid but the outstanding toll transaction(s) have been satisfied, fees and/or fines that remain unpaid may escalate through the invoice and/or registration hold cycle(s). ODOT may adopt dispute policies and procedures as part of their customer service standard operating procedures.

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4.15 Payment Reversals/Adjustments

BR.185 Manual debit and credit adjustments to accounts can be issued up to a specified amount.

Adjustments more than this amount must be referred to ODOT for approval.

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BR.186 An authorized user can make a financial adjustment to any payment transaction (including a previously made adjustment).

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BR.187 The adjustment will not financially alter the original transaction being adjusted, and no original data will be altered.

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BR.188 The reversal of any payment will result in the associated “paid” items to revert to “unpaid” status.

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4.16 Refunds

BR.189 Refunds can be issued up to a specified amount. Refunds more than this amount must be referred to ODOT for approval.

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BR.190 Refunds by check can be processed in the CBOS and the data transmitted to ODOT via file transfer for check printing/mailing.

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4.16 Overpayments and refunds – Unregistered accounts

BR.191 Overpayments or credits on invoices will be applied to the next invoice generated for that account.

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BR.192 When the overpayment is more than $X (configurable parameter) and remains on the account for Y days/months (configurable parameter), a refund will be issued to the customer within Z days (configurable parameter).

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BR.193 When the overpayment is less than $X (configurable parameter) and remains on the account for Y days/months (configurable parameter), the overpayment will be (a) written off or (b) follow the state escheatment process.

4.17 Refunds – Registered Accounts

BR.194 Refunds are issued from accounts when there is a positive prepaid balance in the account after the account is closed or all remaining vehicles on the account are exempt vehicles.

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BR.195 Toll credits received cannot be redeemed for anything other than toll charges, even if the account is closed.

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BR.196 In special circumstances, customers may request refunds from their prepaid balance without closing an account. This request will require ODOT approval before a refund may be issued.

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BR.197 Refunds are issued to the payment instrument that was used to pay the original payment—except for cash, where refunds are issued via check.

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BR.198 When credit/debit card or ACH refund fails, the CBOS will default the refund to paper check mailed to the address on the account.

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BR.199 Credit/debit card refunds in an amount less than $X (configurable parameter) should be processed within Y days (configurable parameter).

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BR.200 Credit/debit card refunds in an amount greater than $X (configurable parameter) need ODOT approval and should be processed within Y days (configurable parameter).

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BR.201 All check refunds are processed X days (configurable parameter) after the original check payment is posted.

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BR.202 Check refunds in an amount greater than $X (configurable parameter) need ODOT approval and should be processed Y days (configurable parameter) after the payment is posted.

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BR.203 All check refunds are issued to the primary account holder. Release 1 BR.204 Check refunds are not issued to account addresses marked as “bad address.” The amount remains on the account and follows the state escheatment process.

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4.18 Escheatment Process

BR.205 The ODOT Finance Group maintains a register of all uncashed refund checks sent to customers. The register indicates the name, address, check number, amount of check, check issue date, customer account number, and reason for check issuance.

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BR.206 Checks of less than $X (configurable parameter) that remain outstanding more than one year from the date of issuance are written off and the balance transferred to ODOT. The write-off and transfer occurs twice a year on December 31 and June 30. The transfer includes the details of the register of the individual checks that make up the transfer. At the time of the write-off, the amount is recorded as “Misc.