35368_RFP.pdf

RFP/Bid Solicitation # S-73000-00007613

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STATE OF OREGON

Oregon Department of Transportation

REQUEST FOR PROPOSAL (“RFP”)

RFP TITLE: COMMERCIAL BACK-OFFICE TOLL SYSTEM INTEGRATOR AND CUSTOMER SERVICE CENTER

RFP/Bid Solicitation Number: S-73000-00007613 (PCMS RFP #: 35368)

Date of Issue: See “Available Date” for this RFP in OregonBuys

Closing Date and Time: See “Bid Opening Date” and time for this RFP in OregonBuys.

Purchaser/Single Point of Contact: See “Purchaser” and “Info Contact” for this RFP in OregonBuys.

Notes:

• OregonBuys: This RFP is advertised as a “Bid Solicitation” in the OregonBuys web-based eProcurement system (https://oregonbuys.gov/bso/). See RFP section 1.3 – OregonBuys for information regarding vendor registration and terminology used in OregonBuys platform.

• Hyperlinks: This document must be viewed electronically to access files, forms, provisions or other documents provided via hyperlinks within this RFP.

• Accessibility: The Oregon Department of Transportation is committed to complying with all statutory requirements to ensure that it is providing information that is more accessible to people with disabilities, as required by Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d), and 36 C.F.R. 1194 Appendix A. This includes information regarding the solicitation process. Please contact the Single Point of Contact (“SPC”) identified in OregonBuys (see “Purchaser” and “Info Contact”) to request reasonable accommodation for access, due to a disability, to information related to this solicitation, or the solicitation process, or both. Accommodation requests must be received by the SPC 3 business days prior to the Proposal Submission Deadline (see “Bid Opening Date” and time in OregonBuys).

https://oregonbuys.gov/bso/

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• NON-DISCRIMINATION: Agency, in accordance with the Title VI of the Civil Rights Act of

1964, 78 Stat. 252. 42 U.S.C. 2000d to 2000d-4 and Title 49, Code of Federal Regulations, Department of Transportation, Subtitle A, Office of the Secretary, Part 21, Nondiscrimination in Federally-Assisted programs of the Department of Transportation issued pursuant to such Act, hereby notifies all Proposers that it will affirmatively ensure that all business enterprises will be afforded full opportunity to submit proposals in response to this solicitation and will not be discriminated against on the grounds of race, color, sex, or national origin in consideration for an award.

TABLE OF CONTENTS

SECTION 1: GENERAL INFORMATION

1.1 INTRODUCTION

1.2 SCHEDULE

1.3 OREGONBUYS

1.4 RFP ATTACHMENTS

1.5 PURCHASER/SINGLE POINT OF CONTACT

SECTION 2: AUTHORITY, OVERVIEW, AND SCOPE

2.1 AUTHORITY AND METHOD

2.2 DEFINITION OF TERMS

2.3 OVERVIEW AND PURPOSE

2.4 SCOPE OF WORK/SPECIFICATIONS

SECTION 3: PROCUREMENT REQUIREMENTS

3.1 MINIMUM QUALIFICATIONS

3.2 MINIMUM SUBMISSION REQUIREMENTS

3.3 PROPOSAL REQUIREMENTS

SECTION 4: SOLICITATION PROCESS

4.1 PUBLIC NOTICE

4.2 PREPROPOSAL CONFERENCE

4.3 QUESTIONS / REQUESTS FOR CLARIFICATIONS

4.4 SOLICITATION PROTESTS

4.5 PROPOSAL SUBMITTAL VIA OREGONBUYS

4.6 PROPOSAL MODIFICATION OR WITHDRAWAL

4.7 PROPOSAL DUE

4.8 PUBLIC OPENING

4.9 PROPOSAL REJECTION

4.10 EVALUATION PROCESS

4.11 POINT AND SCORE CALCULATIONS

4.12 RANKING OF PROPOSERS

4.13 NEXT STEP DETERMINATION

4.14 ADDITIONAL ROUNDS (Optional at Agency’s discretion)

4.15 SCORING AND RANKING OF PROPOSERS FOR SUBSEQUENT ROUNDS

SECTION 5: AWARD AND NEGOTIATION

5.1 AWARD NOTIFICATION PROCESS

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5.2 INTENT TO AWARD PROTEST

5.3 APPARENT SUCCESSFUL PROPOSER SUBMISSION REQUIREMENTS

5.4 CONTRACT NEGOTIATION

SECTION 6: ADDITIONAL INFORMATION

6.1 COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

6.2 CERTIFIED FIRM PARTICIPATION

6.3 GOVERNING LAWS AND REGULATIONS

6.4 OWNERSHIP/PERMISSION TO USE MATERIALS

6.5 CANCELLATION OF RFP; REJECTION OF PROPOSAL; NO DAMAGES.

6.6 COST OF SUBMITTING A PROPOSAL

6.7 STATEWIDE E-WASTE/RECOVERY PROCEDURE

6.8 RECYCLABLE PRODUCTS

6.9 PRINTING, BINDING, AND STATIONERY WORK

6.10 CHECKLIST DISCLAIMER

List of Attachments

• Attachment A – Sample Contract o Exhibit J – CBOS Requirements o Exhibit J.1 – CSC Requirements o Exhibit R – CBOS/CSC Business Rules o Exhibit S – Defined Terms

• Attachment B – Disclosure Exemption Certification

• Attachment C – Proposer Information and Certification Sheet

• Attachment D – Concept of Operations

• Attachment E – Price Proposal

• Attachment F – CBOS – Understanding and Approach Response Guide (Evaluation Criteria)

• Attachment G – CSC – Understanding and Approach Response Guide (Evaluation Criteria)

• Attachment H – CBOS – Proposed Solution Response Guide (Evaluation Criteria)

• Attachment I – CBOS and CSC – Security Proposed Solution Response Guide (Evaluation Criteria)

• Attachment J – CSC – Proposed Solution Response Guide (Evaluation Criteria)

• Attachment K – Firm Qualifications Response Guide (Evaluation Criteria)

• Attachment L – CBOS – Key Personnel Response Guide (Evaluation Criteria)

• Attachment M – CSC – Key Personnel Response Guide (Evaluation Criteria)

• Attachment N – Requirements Traceability Matrix

• Attachment O – Responsibility Inquiry form

SECTION 1: GENERAL INFORMATION

1.1 INTRODUCTION

The State of Oregon, acting by and through the Department of Transportation, (“Agency” or “ODOT”), is issuing this Request for Proposal for the Oregon Toll Program, Commercial Back Office System and the

Customer Service Center.

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Office of Innovative Funding Vision for the Oregon Toll Program The Oregon Toll Program (“OTP”) is a comprehensive program for revenue collection and congestion management. The Oregon Department of Transportation (“ODOT”) is endeavoring to create a single system of systems with many components including people, processes, and technologies to meet those objectives. Key features of the system include:

• One scalable system of systems

• Ability to accommodate multiple tolled facilities

• Modern, flexible, interchangeable, open architecture

• Interoperability with other toll operators and customer account managers

• Mobility Marketplace Concept where travelers can pay for many transportation related transactions in one place, using tools they choose

• Modern IT platforms

• Commercial off-the-shelf systems

• Expandable, scalable, adaptable to changes in technology, and policy and customer needs.

Travelers on Oregon roads come from many states with established toll programs. As such these travelers may have pre-existing agreements with customer account managers providing tolling services. Oregon travelers may have road usage charge accounts with different customer account managers that may have the ability manage toll transactions. ODOT’s objective is to build a platform that would accommodate and interoperate with a range of customer account managers, including those outside of Oregon’s toll program. ODOT’s plan foresees travelers having choices in selecting who manages their accounts. Furthermore, ODOT’s vision is for travelers to receive a single bill for all transportation services along with the value-added features that customer account managers provide.

ODOT understands there are time constraints to achieve its vision. ODOT therefore plans to start by building a framework. Foundational to the OTP framework is the capability to be interoperable or exchange transactions with multiple interoperable partners, both public and private.

The OTP will be built by issuing a series of Request for Proposals (“RFPs”) to vendors that builds on the ODOT road usage charge (“RUC”) program known as OReGO. The selected vendors will work with ODOT and its partners to build out and operate its vision through the work defined in each RFP Statement of Work.

Toll Facilities Highlights

The OTP may have several separate tolled facilities on Oregon roads. The planned facilities are listed later in this introduction. Each toll facility will feed into a single commercial back-office account management system. These facilities will have the following requirements in common.

Key features of the Roadside Toll System (“RTS”) include:

• All lanes will be tolled

• Cashless All-Electronic Tolling. Based on transponders and license plates (for now)

• No in pavement sensors

• Shape based vehicle classification and sizing

• Rates at each location could be based on:

o Variable time-of-day pricing o Vehicle size o Registered vs unregistered account o Type of detection (transponder, license plate or other)

DAS Version 4.5 –ODOT Form S011-G050823 Page 5 of 39 o Low income toll program eligibility o Exempted vehicles o Fees

It is possible that these requirements will change over time and may have facility-specific business rules. Note that the Oregon Toll Program does not replace the existing BreezeBy electronic tolling programs on the Hood River-White Salmon Bridge and the Bridge of the Gods in Cascade Locks, but it will be interoperable with those programs.

ODOT is currently working on developing three potential tolling facilities. One facility is the tolling for the new interstate bridge on I-5 across the Columbia River, that could include preconstruction, construction, and post construction tolling. This project is known as Interstate Bridge Replacement

(“IBR”).

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Another is tolling on I-205 for the Abernathy bridge and possibly surrounding road infrastructure.

A subsequent project will be referred to as the Regional Mobility Pricing Project (“RMPP”). This phase will include Interstate 5 (“I-5”) and the remaining portion of I-205 within the Portland Metro area. It is estimated to include many toll zones. The exact number will be determined as the final concept is finalized.

ODOT has conducted studies to estimate volumes of trips and transactions with the implementation of tolling for the three locations. Those numbers with estimated go-live timeframes are in the price book. In total, ODOT is expecting a system scalable up to 2 million transactions/day.

Other facilities may be added in the future.

Additional details on the Scope of the Goods or Services or both are included in the Scope of

Work/Specifications section and the Sample Contract (Attachment A).

Quantity of Contracts Awarded: It is anticipated that 1 Proposer will be selected for Contract award from this solicitation.

Offer Period: A Proposer's Proposal is a firm offer, irrevocable, valid and binding on the Proposer for not less than 180 days following the Bid Opening Date for this RFP. Agency may request, either orally or in writing, that Proposer extend the offer period in writing.

Contract Duration: The Contract is anticipated to have two components, each with its own expiration date, one for the CBOS and a separate date for the CSC. The initial term of the CBOS component is anticipated to be 5 years with option of 2 renewals of 5 years for each renewal

(renewal dates may be more or less than 5 years as negotiated with Contractor) for a cumulative maximum of 15 years and an initial term of 3 years for the CSC component with option of 2 renewals of 5 years for each renewal (renewal dates may be more or less than 5 years as negotiated with Contractor) for a cumulative maximum of 13 years.

1.2 SCHEDULE

The table below represents a tentative schedule of events. All times are listed in Pacific Time. All dates listed are subject to change. N/A denotes that event is not applicable to this RFP.

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Event Schedule

Pre-Proposal Conference September 6, 2023 at 9:00am-12:00pm PST (see section 4.2 for more information)

Questions / Requests for Clarification Due 14 calendar days prior to the Bid Opening Date in

OregonBuys for this RFP

Answers to Questions / Requests for Clarification Issued (approx.)

Estimated 7 calendar days prior to Bid Opening Date in OregonBuys for this RFP

RFP Protest Period Ends 7 calendar days prior to the Bid Opening Date in OregonBuys for this RFP

Closing (Proposal Due) See Bid Opening Date and time in OregonBuys for this RFP

Opening of Proposals See RFP section 4.8

Presentations, Demonstrations, or

Interviews November, 2023

Issuance of Notice of Intent to Award Estimated 12 weeks following Bid Opening Date in OregonBuys for this RFP

Award Protest Period Ends 7 calendar days after issuance of Notice of Intent to Award

1.3 OREGONBUYS

1.3.1 Registration Requirement; OregonBuys User Guides.

All vendors must be registered in OregonBuys to do business with the state.

Registration is free. To create a vendor account, click the blue “Register” button in the top right corner of the OregonBuys website: https://oregonbuys.gov/bso. For registration assistance see vendor registration guidance

(https://www.oregon.gov/das/ORBuys/Documents/SupplierRegistrationGuide.pdf).

Vendors are responsible for ensuring that their vendor information is current and correct in OregonBuys. ODOT will accept no responsibility for incorrect vendor information.

See OregonBuys User Guides located on OPO’s Contracting with ODOT page (https://www.oregon.gov/odot/Business/Procurement/Pages/HowTo.aspx) for quick reference information regarding common questions from vendors when using OregonBuys.

1.3.2 Crosswalk of Terms used In OregonBuys

Terms used in OregonBuys Definition https://oregonbuys.gov/bso https://www/ https://www.oregon.gov/odot/Business/Procurement/Pages/HowTo.aspx

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Terms used in OregonBuys Definition

Amendment “Addendum” or “Addenda”, as defined in OAR 125-246-0110; or any form of notice associated with the solicitation, such as intent to award, cancellation, etc., as set forth in the Amendment.

Bid Opening Date “Closing” as defined in OAR 137-046-0100(5). In OregonBuys it is the deadline for submitting Quotes (Bids, Proposals or other required responses) required by a Bid Solicitation.

Bid Solicitation

Any form of solicitation: Request for Proposal, Invitation to Bid, Request for Quote, Request for Information, etc., including notices

(sole source notice, intent to participate, etc.). Each Bid Solicitation has a separate page and ID number in OregonBuys.

Change Order A formal change to an existing MBPO, Release Requisition, or project-specific Purchase Order.

Master Blanket Purchase Order (“MBPO”)

Any form of parent contract/agreement (i.e. price agreement, on-call contract, etc.) that allows for purchases/releases via an ordering instrument during the term specified in the parent contract/agreement.

Purchase Order Any form of project-specific contract (not awarded under an existing

MBPO)

Quote

Any form of offer submission by vendors; i.e., Bids, Technical

Proposals, Price Proposals, or any other type of offer required by a Bid Solicitation.

Release Requisition Any form of ordering instrument used under an MBPO; i.e. Purchase Order, Work Order Contract, etc.

Vendor

Any form of business entity registered in OregonBuys. Only registered vendors are eligible to submit a Quote and enter Purchase Orders, MBPOs, or Release Requisitions pursuant to Bid Solicitations advertised in OregonBuys.

1.4 RFP ATTACHMENTS

In addition to the provisions set forth and linked within this RFP, this RFP incorporates by this reference the information published or linked on the OregonBuys Bid Solicitation page for this RFP, including but not limited to:

• Details entered in the Header Information section;

• All RFP attachments, “Amendments” (if any), and any other files linked in the File

Attachments and Form Attachments subsections; and

• Information, if any, entered in the “Questions” and “Item Information” sections.

https://oregonbuys.gov/bso/ https://oregonbuys.gov/

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1.5 PURCHASER/SINGLE POINT OF CONTACT

The single point of contact for this RFP is identified as the “Purchaser” along with Purchaser’s “Info

Contact” in OregonBuys.

All questions regarding the RFP and project are to be directed to the single point of contact only.

Proposer or Proposer’s employees or agents should not direct communication to ODOT personnel other than the single point of contact regarding this RFP or project (including interactions at public meetings).

SECTION 2: AUTHORITY, OVERVIEW, AND SCOPE

2.1 AUTHORITY AND METHOD

Agency is issuing this RFP pursuant to its authority under ORS 279A.050(3).

Agency is using the Competitive Sealed Proposal method, pursuant to ORS 279B.060 and OAR 137- 047-0260. Agency may use a combination of the methods for Competitive Sealed Proposals, including optional procedures: a) Competitive Range; b) Discussions and Revised Proposals; c) Revised Rounds of Negotiations; d) Negotiations; e) Best and Final Offers; and f) Multistep Sealed

Proposals.

2.2 DEFINITION OF TERMS

For the purposes of this RFP, capitalized words are defined in OAR 125-246-0110 or as defined below and in RFP section 1.3.2 - Crosswalk of Terms used In OregonBuys.

ACD – Automatic Call Distributor ACH – Automated Clearing House

APIs – Application Programming Interfaces APM – Agency Project Manager

BCP – Business Continuity Plan BOC – Breakdown of Cost

CBOS – Commercial Back-Office System CCD – Commercial and Compliance Division

CMCB – Change Management Control Board ConOps – Concept of Operations COTS – Commercial-off-the-shelf CRM – Customer Relationship Management CSC – Customer Service Center CSR – Customer Service Representative CTOC – California Toll Operators Committee

DMV – Driver and Motor Vehicle DOL – Department of Licensing

DR – Disaster Recovery DRP – Disaster Recovery Plan DSMS – Document Scanning and Management Solution DSS – Data Security Standards

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ETC – Electronic Toll Collection FAQs – Frequently Asked Questions FTP – File Transfer Protocol

GAAP – Generally Accepted Accounting Principles GL – General Ledger

ICD – Interface Control Document IVR – Interactive Voice Response MAO – Maximum Acceptable Outages MPC – Main Processing Center MWSDBE – Minority, Women-owned, Small, and Disadvantaged Business Enterprises NTE – Not to Exceed NTP – Notice to Proceed OAM – Oregon Account Managers ODOT – Oregon Department of Transportation OReGO – ODOT Road Usage Charge Program

OSs – Operating Systems OTP – Oregon Toll Program

PA – Payment Application PCI – Payment Card Industry PII – Personal Identifiable Information

PM – Contractor’s Project Manager PMBOK – Project Management Institute’s Project Management Body of Knowledge PMP – Project Management Plan QA – Quality Assurance

QC – Quality Control QMP – Quality Management Plan

QSA – Qualified Security Assessor REST – Representational State Transfer

ROC – Report on Compliance ROV – Registered Owner of Vehicle

RPO – Recovery Point Objective RTM – Requirements Traceability Matrix

RTO – Recovery Time Objective RTS – Roadside Toll System

RUC – Road Usage Charge

SIT – System Integration Testing SLAs – Service Level Agreements

SOAP – Simple Object Access Protocol SOC2 – Systems and Organization Controls 2

SOPs – Standard Operating Procedures SOW – Statement of Work

TCP/IP – Transmission Control Protocol/Internet Protocol TDD – Telecommunication Device for the Deaf

TTY – Teletypewriter UAT – User Acceptance Testing USPS – United States Postal Service V2X – Vehicle-to-Everything

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VPV – Virtual Private Network W3C’s – World Wide Web Consortiums WRTOs – Western Regional Toll Operators

XaaS – As-a-Service XML – Extensible Markup Language

2.3 OVERVIEW AND PURPOSE

Tolling Back-Office Account Manager Highlights Although there will be multiple account managers in this system of systems, ODOT will have a primary customer account manager that processes tolling transactions and RUC transactions from RUC account holders that choose to do so. The RUC functions will be phased in after the initial tolling implementation.

The tolling account management system will provide functions for transaction processing, customer account management, financial management, customer communications, customer self-service tools, payment processing, compliance, customer service functions, inventory management for transponders, and reporting. The CBOS will provide integration to various RTSs, interoperability partners, ODOT systems, ODOT payment processor, and external software services.

Customer Service Center The Customer Service Center (“CSC”) will be the primary customer contact point for toll collection services. ODOT is seeking to establish a best-in-class CSC environment focused on a seamless, robust omni-channel customer experience with self-service opportunities for account management, services, customer inquiries and dispute resolution. The vendor providing the service will deliver consistent messaging, accurate responses, and reliable services that enable

ODOT to execute a toll program that is forward thinking and builds public trust through its competency and transparency. This is expected to involve the use of advanced technologies for efficient, customer-centered operations, industry best practices, and a commitment to continuous improvement to enable a high-quality customer experience throughout the life of the contract.

The CBOS/CSC service will be provided under one contract, but we anticipate the CBOS and CSC may be separate teams our even separate teams. Through operational plan development and management, the selected CSC team will establish and maintain a close working relationship with the CBOS team and OTP operations and financial managers for implementation and administration of policies, business rules, quality control, accounting, and escalation. The CSC vendor will provide qualified managerial, supervisory, technical, financial, clerical, and customer service agents in an organizational structure that supports efficient, professional, and competent operations.

Open Architecture for Transportation Services ODOT has implemented an open system architecture for road usage charging and will build upon it for the OTP. This will enhance interoperability opportunities with other jurisdictions and the private sector. The long-term vision is to provide each traveler a range of choices to seamlessly pay all charges related to road usage, tolling, or other transportation-related expenses (i.e., transit fares, parking), creating a market environment that encourages competition and build systems

DAS Version 4.5 –ODOT Form S011-G050823 Page 12 of 39 that can adapt as technology advances. Adherence to the open architecture concept positions the agency to anticipate future needs and market developments.

Those state-of-the-practice principles will help create an electronic revenue collection system that will have flexibility to upgrade technologies and services as agency needs and technology innovations continue to evolve. Figure 2 shows the system architecture for a range of transportation programs and services including tolls, RUC, transit, and parking. The open architecture model supports each service involved in providing and collecting for transportation services, including:

a. Data collection

b. Transaction processing

c. Account management

d. Data and funds transmission to the administration or the governing agency

Each component may have multiple providers.

Open architecture objectives:

a. Jurisdiction-specific requirements on any given component;

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b. Enable transportation system users to manage multiple transportation services and payments for those services through a single account;

c. Deploy systems that support and emphasize user choice;

d. Enable private sector vendors to provide their own value-added services and manage the customer experience for their users;

e. Deploy systems where each component can be independently operated and vendors for those components can be individually managed, thus reducing reliance on a single vendor;

f. Deploy systems that allow multiple vendors to provide services for a single system component;

g. Provide and support a streamlined process for vendors to enter and exit the mobility market;

h. Develop a system with independent components, as determined by their business functions and requirements, that communicate through defined interfaces using common standards; and

i. Provide a system where any given component can be independently replaced without affecting other components.

Program Implementation Implementation of the OTP will require ODOT to coordinate work between several vendors, consultants, and partners to stand up the toll program. Consultants will help write the RFPs, construction designs and provide program management and quality control oversight. Partner agencies and interoperable partners will negotiate Inter-Governmental Agreements (IGAs) and implement interfaces with the OTP with ODOT staff. A CBOS/CSC vendor will provide all the back-office systems and services defined by CBOS/CSC requirements and statement of work. An RTS vendor will provide all technology standards for roadside toll technology, then implement equipment for each facility. The civil contractor will build the gantries and facilities required at the roadside. ODOT staff will hire staff, write policies and put processes in place to implement, monitor, and manage the program.

ODOT tasks during implementation also include developing program policy and rules; managing communications internal in the program, and external to the public; and putting the people and process in place within ODOT to manage the vendors and programs.

The CBOS/CSC vendor will provide and implement all the software, technology, staffing and processes to meet the requirements of the tolling system. This includes all the integration to

ODOT systems and tolling partners. Once implemented the CBOS/CSC vendor will operate and maintain the back office as a service, providing all system updates and keeping all equipment current.

The RTS vendor will provide and implement a roadside system, defining standard technology packages that will be implemented with each tolling facility as it comes online. As with the

CBOS/CSC vendor, the RTS vendor will also provide the staffing and processes required to operate and maintain the RTS as a service.

It should be noted that even though ODOT is looking forward to an open system architecture as described in the previous section, it is planning on implementing the initial CBOS/CSC and RTS toll systems with these contracts.

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Below is table with the high-level description of products and services to be provided by the CBOS, CSC, and RTS.

CBOS CSC Roadside

People / Process

System operations Troubleshooting Desktop support System upgrades

Customer Relationship Account Management Financial Management Transponder Management Maintain Customer Portals Workforce Management

Equipment Maintenance Manual Image Review Operations System Upgrades Gantry Maintenance

Software Services

Customer Relationship Account Management Financial Management Inventory Management

RUC OAM

Customer Portals Reporting Platform Telephony Payment Processing

Integration Transaction Processing DMV Look-up Services Mail House Services

Zone Controller Operational Back Office Image Review Signage Control

Technology

Data Center Connectivity

Printers, scanners, Fax Phones Computers Tablets

Postage Equipment Vehicle Detection Sign “Block”

Roadside Electronics Connectivity/Network Data Center

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Below is functional architectural view of the OTP System and data exchanges.

The diagram depicts each functional grouping, organizational implementers and functions provided. It also shows the data flows between systems.

Procurement approach

Procurement objectives

The ODOT procurement strategy will put preference to the following:

• Ability to meet schedule

• Proven products and team

• Modern Commercial off-the-shelf products

• Efficient operations with low operating costs

• A vendor that understands ODOT’s vision and ability to grow into that vision

• Vendors ability to deliver the desired services that meet the requirements for the full term of the contract

ODOT will issue two primary RFPs. One for CBOS/CSC, and one for the RTS. Each contract will be for implementation, operations, and future changes.

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Payment terms will be based on fixed costs for implementation, and per unit costs for operations.

ODOT is allowing for various unit costs and distribution of risks in its proposal responses.

RFP for Commercial Back Office System and Customer Support Center and Services This RFP will be to procure vendors that can implement and operate CBOS/CSC systems for the

OTP and ultimately RUC. The RFP and subsequent contract will have two distinct sections. One for the CBOS which will provide functions for transaction processing, interfaces, account management, financial management, customer relationship management and customer service technologies, etc.). And a section to provide CSC services at a central call-in contact center and in-person center(s).

The CBOS Statement of Work will include implementation tasks to plan, design, configure, develop, test, and install the system that meets all requirements. It will also include tasks to operate and maintain the CBOS measured by performance requirements and service level agreements.

The CSC Statement of Work will include implementation tasks to plan, design, configure and test.

It will also include a task to operate the facilities and provide customer service functions measured by performance requirements and service level agreements. Both contracts will have contingency tasks to allow for future releases and ongoing upgrades and improvement of processes.

Below is an outline of expectations for each section of the CBOS/CSC RFP.

CBOS SOW / Requirements

Software services

• Customer Relationship

• Account Management

• Financial Management

• Transaction Processor

• Inventory Management

• Workflow Management

• RUC Account Management

• Compliance

• Data Management

• Customer Service o Call Center ops o In Person ops

• Customer Portals o Website o Mobile App o Phone

• Payment processing integration

• Reporting Platform

• Telephony o IVR o Call routing

People / Process

• System Monitoring

• Troubleshooting

• Desktop Support

• System Upgrades Services

• Process Payments

• Mail House Provider

• Name/Address Lookup

• PCI Security Assessor

• Penetration Testing

• Security Testing

• SSAE Audit SOC 2 Type Audit

• Software Escrow

Technology

• Data Center

• Connectivity/Network

• PCs

• Printers, scanners, Fax

• Phones

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CSC Statement of Work and Requirements

• Customer

Relationship Management

• Call Center Operations

• Handling Customer

Correspondence (Mail, email, chat)

• Non automated account management functions

• Manage and Operate In Person

Centers

• Compliance management

• Financial Management o Financial and transaction reconciliation o Bank deposits o Reporting

• Transponder management

• Workforce management

• Customer Portals management

• Performance management

Software services Staff Management Services Services

• SSAE 18 SOC Type 2 Audit

• Armored Car Services

Technology

• Postage equipment

Oregon Account Managers (“OAM”) Services

The primary purpose of this procurement is to address the needs of tolling in Oregon. ODOT may add services to find vendors/contractors to participate in ODOT’s OReGO Program and provide solutions, methods, and technologies for collecting mileage data and processing road usage charges to OReGO participants. Some of those methods may include, but are not limited to manual reporting, on-board vehicle telematics, mileage reporting devices, or other alternative methods, hardware, or data collection by other means to satisfy the needs of the OReGO Program. Proposers may collaborate with other companies for specific design, installation, or maintenance services to provide a solution.

Proposers or their partners must offer complete Goods and Services that are ready for operation, access and use for travel data collection, account processing, and customer service. ODOT may include these solutions with tolling services that vendors/contractors will propose. ODOT does envision that Tolling Partners could provide account management services for an array of Mobility Marketplace applications including our OReGO Program, parking, transit, rail, and other transportation related applications. OReGO Program requirements can be found at:

https://www.oregon.gov/ODOT/Programs/Pages/OReGO-Account-Manager-Requirements.aspx .

RTS RFP

The RTS RFP will procure a vendor that can provide and operate modern roadside technologies for identifying vehicles through electronic methods as required by ODOT’s business rules. ODOT’s https://www.oregon.gov/ODOT/Programs/Pages/OReGO-Account-Manager-Requirements.aspx

DAS Version 4.5 –ODOT Form S011-G050823 Page 18 of 39 expectation is that the RTS will provide fully formed transaction messages with identified vehicle attributes, including license plate information, to the CBOS for transaction processing.

The RTS Statement of Work will include creating standard specifications design packages for the various ODOT toll facilities. There will be separate notice to proceed for each ODOT toll facility before implementation begins. Tasks for implementation will include design, configure, develop, test, and install. Tasks for operations will include operating and maintaining the RTS. It will be the responsibility of the RTS vendor to keep the RTS equipment up to date and replace equipment as necessary to meet requirements and performance requirements of the RTS contract.

Other services the RTS vendor will be expected to perform include image review services, providing variable toll rate signs, controlling the toll rate signs, and maintenance of traffic for any RTS maintenance activities.

Roadside Statement of Work and Requirements

• Tech Maintain Management

• Image Review

• Maintenance of Traffic

• System monitoring

• Troubleshooting

• Gantry Maintenance Software services

• OBOS

• Image Review

• Signage Control

• CCTV Control

• Config Management

Services

• Image Review

• Gantry Maintenance Technology

• Lane Detection

• Sign “Block”

• Roadside Electronics

• Connectivity/Network

• Data Center: Cloud, roadside, on prem, or mix

2.4 SCOPE OF WORK/SPECIFICATIONS

For additional project information see Attachment A – Sample Contract

SECTION 3: PROCUREMENT REQUIREMENTS

3.1 MINIMUM QUALIFICATIONS

To be considered for evaluation, Proposer must be a registered vendor in OregonBuys and Proposal must demonstrate how Proposer meets all requirements of this section:

3.1.1 CBOS Implementation and Maintenance

• Proposer must have successfully completed at least two tolling Commercial Back-Office System implementation projects in the last 5 years, serving as the Prime Contractor or System Provider.

o The projects must be on a similar or larger scale (in terms of transaction volume and system requirements) to that of the Work on this Project as identified in RFP Attachments; CBOS Statement of Work, and CBOS System Requirements

DAS Version 4.5 –ODOT Form S011-G050823 Page 19 of 39 o One of these reference projects must be in operation for a minimum of two years from the Project go live date, with the proposer providing the maintenance services.

3.1.2 CSC Operations

• Proposer must have successfully completed at least one Customer Service Center Operations projects of a similar nature to the work on this project.

o These projects shall include Customer Service Center Operations experience similar to that identified in the RFP attachments; CSC Operations Statement of Work and CSC Operations Project Requirements.

o One of these referenced projects must currently be in operation by the Contractor for a minimum of 1 years within the last 5 years.

• Proposer must be currently operating two customer services active for at least two years.

3.2 MINIMUM SUBMISSION REQUIREMENTS

3.2.1 Proposal Submissions

To be considered for evaluation, Proposal must contain each of the following elements (further detailed in Proposal Requirements section below):

• Proposer Information and Certification Sheet (Attachment C)

• Disclosure Exemption Certification (Attachment B) – submit only 1 copy if applicable - see

Proposal Format and Quantity section below)

• Price Proposal Form (Attachment E)

• Key Persons and Resumes (see section 3.3.4)

• Technical Proposal (includes Attachments F-N response guides, Key Persons and Resumes, and Requirements Traceability Matrix)

• References (included in Evaluation Criteria 4.10.2.6)

• Executive Summary (5 Pages Max)

See RFP section 5.3 for submittal requirements of selected firm after award notice.

3.2.2 Proposal Page Limits

Proposal page limits are identified in the table below. Any pages exceeding the limits shown below will not be provided to the evaluation committee or considered in the evaluation.

Max page limit includes existing content/pages in each response guide.

Response Guide Page Limits Max Number of Pages

CBOS – Understanding and Approach Response Guide 40

CSC – Understanding and Approach Response Guide 40

DAS Version 4.5 –ODOT Form S011-G050823 Page 20 of 39

CBOS – Proposer Solution Response Guide 60

CBOS – Security Proposed Solution Response Guide 5

CSC – Proposed Solution Response Guide 35

Firm Qualifications Response Guide 10

CBOS – Key Personnel Response Guide 5

CSC – Key Personnel Response Guide 5

3.2.3 Proposal Format

Proposal should follow the format and reference the sections listed in the Proposal Requirements section. Responses to each section and subsection should be labeled to indicate the item being addressed.

• Price information must be submitted via OregonBuys (see RFP section 3.3.3 for detailed format and submittal requirements).

• All other required submittal items must be submitted via OregonBuys in Adobe Acrobat (pdf) or Microsoft Word (docx) format.

If Proposer believes any of its Proposal is exempt from disclosure under Oregon Public Records

Law (ORS 192.311 through 192.478), Proposer shall submit a completed and signed Disclosure Exemption Certification (Attachment B) and a fully redacted version of its Proposal, clearly identified as the redacted version.

3.2.4 Electronic Submittal Provisions

3.2.4.1. Proposers shall make reasonable efforts to minimize the file size of attachments so the total for all submittal files does not exceed 6 megabytes (for tips on reducing file size, see:

How to reduce PDF file size (https://www.wikihow.com/Reduce-PDF-File-Size); How to reduce the size of Word documents that contain images (https://www.howtogeek.com/255379/how-to-reduce-the-size-of-microsoft-office-documents-that-contain-images/).

3.2.4.2. Agency reserves the right to reject any submittal that is unreadable.

3.2.4.3. Agency reserves the right to award the Contract solely on the electronically submitted Proposal; however, upon Agency’s request, the apparent successful Proposer shall promptly submit its complete original signed Proposal.

3.2.4.4. Per OAR 731-146-0150(4), in the event of a failure of an Electronic Procurement System or email system that interferes with the ability to submit electronic Proposals, to protest, or to otherwise participate in the procurement, Agency may cancel the procurement or may extend the date and time of receipt of electronic Proposals by providing notice of the extension immediately after the Electronic Procurement System becomes available.

https://www.wikihow.com/Reduce-PDF-File-Size https://www.howtogeek.com/255379/how-to-reduce-the-size-of-microsoft-office-documents-that-contain-images/ https://www.howtogeek.com/255379/how-to-reduce-the-size-of-microsoft-office-documents-that-contain-images/

DAS Version 4.5 –ODOT Form S011-G050823 Page 21 of 39

3.2.4.5. By submitting a Proposal in response to this RFP, Proposer (and if selected for award, also as the Contractor) agrees with Agency that Signatures, and other forms of authorized representative certification, showing on documents submitted via OregonBuys or email are

“Electronic Signatures” under ORS Chapter 84 and bind the signing party and are intended to be and can be relied upon by the parties.

3.3 PROPOSAL REQUIREMENTS

Proposal must address each of the items listed in this section and all other requirements set forth in this RFP. Proposer shall describe the Goods to be provided or the Services to be performed or both.

A Proposal that merely offers to provide the Goods or Services as stated in this RFP may be considered non-Responsive to this RFP and will not be considered further.

Proposal should not include extensive artwork, unusual printing or other materials not essential to the utility and clarity of the Proposal. Do not include marketing or advertising material in the Proposal, unless requested. Proposal should be straightforward and address the requests of the RFP.

Proposal containing unsolicited marketing or advertising material may receive a lower evaluation score if specific information is difficult to locate.

3.3.1 Proposer Information and Certification Sheet

Proposer shall complete and submit the Proposer Information and Certification Sheet

(Attachment C), with the “APPROVED” checkbox marked to certify approval of the Proposal and compliance with Oregon Tax Laws by a duly authorized representative empowered to bind the Proposer. Failure to demonstrate compliance with Oregon Tax Laws may result in a finding of non-Responsibility.

Also mark the appropriate box for item 10 regarding Conflict of Interest (COI) disclosures. If disclosures are required for Proposer or any subs, use COI Disclosure Form(s) linked on

Attachment C to make the disclosures.

3.3.2 References

Provide references as instructed in Exhibit K – Firm Qualifications Response Guide. References must be able to verify the quality of previous, related Work.

Agency may check to determine if references provided support Proposer’s ability to comply with the requirements of this RFP. Agency may use references to obtain additional information, or verify any information needed. Agency may contact any reference (submitted or not) to verify Proposer’s qualifications.

3.3.3 Price Proposal

Submit a detailed Price Proposal (Attachment E) as a separate file uploaded via the Attachments tab for this RFP in OregonBuys.

Proposer is responsible for the accuracy of the Price Proposal form.

3.3.4 Key Persons and their Resumes

DAS Version 4.5 –ODOT Form S011-G050823 Page 22 of 39

Specify key persons to be assigned to this project, and include a current resume (not to exceed 2 pages each) for each individual that demonstrates qualifications and experience for the Work described and any other personnel the Proposer deems as key (not to exceed 20 total résumés) in addition to Key Personnel Response Guides (Attachment L and M). Key Persons resumes are excluded from the response guide page limit.

Key staff resumes will be scored as part of Evaluation Criteria 4.10.2.7 and 4.10.2.8

3.3.5 Technical Proposal

Proposal shall provide written response to section 4.10.2 – Evaluation Criteria

3.3.6 Software Licenses; End User License Agreements, Subscription

Agreements, Third Party Agreements, Support and Maintenance Agreements

Proposer shall provide copies of any software licenses, end user license agreements, subscription agreements and any third party agreements required for ODOT to use Proposer’s proposed System.

Proposer shall provide its proposed support and maintenance agreement for the proposed

System. ODOT is collecting this information for informational purposes only. Proposals received contingent upon acceptance of terms or conditions other than those identified in the

Attachment A Sample Contract shall be deemed Non-Responsive and will not be evaluated.

SECTION 4: SOLICITATION PROCESS

4.1 PUBLIC NOTICE

The RFP and attachments are published in the OregonBuys eProcurement system

(https://oregonbuys.gov/bso). RFP documents will not be mailed to prospective Proposers.

Modifications, if any, to this RFP will be made by written Addenda published in OregonBuys.

Prospective Proposer is solely responsible for checking OregonBuys to determine whether or not any

Addenda have been issued. Addenda are incorporated into the RFP by this reference.

4.2 PREPROPOSAL CONFERENCE

A Pre-Proposal conference will be held at the date and time listed in the Schedule, RFP section 1.2.

Prospective Proposers’ participation in this conference is mandatory.

The purpose of the pre-Proposal conference is to:

• Provide additional description of the project;

• Explain the RFP process; and

• Answer any questions Proposers may have related to the project or the process.

Statements made at the Pre-Proposal conference are not binding upon Agency. Proposers may be asked to submit questions in Writing through OregonBuys.

https://oregonbuys.gov/bso

DAS Version 4.5 –ODOT Form S011-G050823 Page 23 of 39

Interested parties must participate in the Pre-proposal Conference by:

• In person attendance at: Department of Transportation Building, 355 Capitol St. NE, Salem

OR 97301. The meeting will be held on the first floor in the Gail Achterman Commission Room, room 103.

• Virtual attendance

Instructions for attending pre-Proposal conference:

1. Prior to the conference

a. Email Erin.E.Lucas14@odot.oregon.gov to notify if you plan to attend in person. Up to 2 persons may attend in person (includes any subconsultants). There is no limit for virtual attendance and any others that are not able to attend in person may attend virtually.

b. Send any questions you would like answered the day of the conference by August 29, 2023.

2. Day of the conference

a. Follow the link below to join the Microsoft Teams meeting or use the address above if attending in person.

Microsoft Teams meeting

Join on your computer, mobile app or room device

Click here to join the meeting

Meeting ID: 263 490 039 580

Passcode: 2UB2oZ Download Teams | Join on the web Learn More | Meeting options

b. Questions should be typed into the dialogue box during the presentation and will be answered following each presentation.

4.3 QUESTIONS / REQUESTS FOR CLARIFICATIONS

All inquiries, whether relating to the RFP process, administration, deadline or method of award, the intent or technical aspects of the RFP, contractual requirements, or any other provision must:

• Be submitted via email to the Purchaser identified in OregonBuys for this RFP,

• Refer to the specific area of the RFP being questioned (i.e. page, section and paragraph number); and

• Be submitted by the due date and time for Questions/Requests for Clarification identified in the

Schedule, RFP section 1.2.

4.4 SOLICITATION PROTESTS

4.4.1 Protests to RFP

Prospective Proposer may submit a Written protest of anything contained in this RFP, including but not limited to, the RFP process, Specifications, Scope of Work, and the proposed Sample https://gcc02.safelinks.protection.outlook.com/ap/t-59584e83/?url=https%3A%2F%2Fteams.microsoft.com%2Fl%2Fmeetup-join%2F19%253ameeting_MDlkZDUxY2MtMzM0OC00N2E2LWI5OTMtNmFiMjFhYzM2YmM0%2540thread.v2%2F0%3Fcontext%3D%257b%2522Tid%2522%253a%252228b0d013-46bc-4a64-8d86-1c8a31cf590d%2522%252c%2522Oid%2522%253a%25220a49ba58-8464-4331-847e-04da8b91ea96%2522%257d&data=05%7C01%7CErin.E.LUCAS%40odot.oregon.gov%7C49a7494e236a43e82d1b08db979dc727%7C28b0d01346bc4a648d861c8a31cf590d%7C0%7C0%7C638270476141591775%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=iH%2FYtDRtHTyMI0PBs0u1Wlmwaim158CMidm9m8Y2W5g%3D&reserved=0 https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.microsoft.com%2Fen-us%2Fmicrosoft-teams%2Fdownload-app&data=05%7C01%7CErin.E.LUCAS%40odot.oregon.gov%7C49a7494e236a43e82d1b08db979dc727%7C28b0d01346bc4a648d861c8a31cf590d%7C0%7C0%7C638270476141591775%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=Q0TPeDa4mFF3oN9FpPoMMVIKXuxy6N9%2FEqo%2BW4UPtfU%3D&reserved=0 https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.microsoft.com%2Fmicrosoft-teams%2Fjoin-a-meeting&data=05%7C01%7CErin.E.LUCAS%40odot.oregon.gov%7C49a7494e236a43e82d1b08db979dc727%7C28b0d01346bc4a648d861c8a31cf590d%7C0%7C0%7C638270476141591775%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=ivhuaUUGiSED3rjYFAt3lL%2Fg7wCp8MCPbm38XtK9eio%3D&reserved=0 https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2FJoinTeamsMeeting&data=05%7C01%7CErin.E.LUCAS%40odot.oregon.gov%7C49a7494e236a43e82d1b08db979dc727%7C28b0d01346bc4a648d861c8a31cf590d%7C0%7C0%7C638270476141591775%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=NMv3mrqdP6Z2UrjD2eiRQZRA2B9cHsEYAwNgGqmWPEQ%3D&reserved=0 https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fteams.microsoft.com%2FmeetingOptions%2F%3ForganizerId%3D0a49ba58-8464-4331-847e-04da8b91ea96%26tenantId%3D28b0d013-46bc-4a64-8d86-1c8a31cf590d%26threadId%3D19_meeting_MDlkZDUxY2MtMzM0OC00N2E2LWI5OTMtNmFiMjFhYzM2YmM0%40thread.v2%26messageId%3D0%26language%3Den-US&data=05%7C01%7CErin.E.LUCAS%40odot.oregon.gov%7C49a7494e236a43e82d1b08db979dc727%7C28b0d01346bc4a648d861c8a31cf590d%7C0%7C0%7C638270476141748420%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=OygPI3RCep7wzrouAaXir%2BvB2J9Qeiep2An95WKtgBE%3D&reserved=0

DAS Version 4.5 –ODOT Form S011-G050823 Page 24 of 39

Contract. This is prospective Proposer’s only opportunity to protest the provisions of the RFP, except that Proposer may protest Addenda as provided below and Proposer may take exception to the terms and conditions of the Sample Contract marked as negotiable as set forth in the

Negotiations Section.

4.4.2 Protests to Addenda

Prospective Proposer may submit a Written protest of anything contained in the respective Addendum. Protests to Addenda, if issued, must be submitted by the date/time specified in the respective Addendum, or they will not be considered. Protests of matters not added or modified by the respective Addendum will not be considered.

4.4.3 Protests must:

• Be delivered via…