Attachment H - HISTORICAL AND FORECASTED OPERATING STATISTICS_20260513.docx

This is a Historical and Forecasted Operating Statistics attachment for RFP 160190, the Statewide Toll Customer Service Center Operations contract with the Commonwealth of Virginia. The document provides comprehensive projections for bid evaluation activities across multiple service categories spanning from FY2022 through FY2027, including four years of operations (Operations Year 1 through Year 4). Key service areas tracked include manually opened and closed customer accounts, customer service representative phone calls, email and web chat interactions, transponder packaging and issuance to both retailers and customers, postcard and letter mailings, violation processing and notice issuance, payment processing, dispute resolution, summons services (both in-state and out-of-state), license plate lookups, and toll relief applications. The projections demonstrate significant operational volume, with notable examples including approximately 510,361 CSC phone calls projected for FY2025, over 240,000 email interactions annually, and violation-related activities exceeding 14 million reviews in projected years.

The document reflects historical data from FY2022 (estimated for six months) through FY2024 actuals, with FY2025 through FY2027 serving as projections for future contract years. A critical note indicates that violation-related projections for future years have been adjusted to account for the removal of Powhite Parkway Extension and RMTA from violation processing, offset by the addition of I-64 segments, demonstrating anticipated changes in operational scope. Additionally, Toll Relief applications data reflects a program that began in December FY2022 and transitioned to monthly processing beginning November FY2023, showing the evolving nature of customer service demands. The fiscal year runs from July through June, providing the temporal framework for all measurements and projections contained within the attachment.