Attachment I - DETAILED SCOPE OF SERVICES_20260507.docx

ATTACHMENT I

DETAILED SCOPE OF SERVICES

Program Overview VDOT operates a statewide electronic toll collection Customer Service Center (CSC), which is utilized by fifteen (15) Toll Facilities within the Commonwealth of Virginia for processing E-ZPass electronic toll transactions. Of these fifteen (15) Toll Facilities, three (3) also use this center to process their violation or Pay-by-Plate transactions. Expansion of tolling within the Commonwealth has been significant in the last few years. There is potential that Toll Facilities will be expanded or added in the future.

Current CSC Operations Account Types The current Virginia E-ZPass program supports the following account types:

Personal - Personal accounts are pre-paid and typically have an individual (not a company or corporation) on record as financially responsible for the account.

Commercial/Business - Commercial accounts are pre-paid and typically have a company or corporation on record as financially responsible for the account. Commercial customers include trucking companies, private transit companies, express delivery companies, taxicab and livery services, and other small businesses with a fleet of vehicles that use toll roadways.

Non-Revenue – Non-Revenue accounts are established for qualified individuals (e.g. individuals with permanent upper limb mobility) and entities that are granted free passage on certain Virginia Roadways according to state law. VDOT must give approval for each Non-Revenue account. Transponders in Non- Revenue accounts are marked as non-revenue in certain Transponder status files, and invalid in others.

Hybrid – Hybrid accounts are Non-Revenue accounts that also include a prepaid balance for use on Toll Facilities that do not recognize them as a non-revenue exempt. Transponders in Hybrid accounts are marked as non-revenue in certain Transponder status files, and revenue based on the prepaid balance in others.

Retail Accounts – Retail accounts are special prepaid account that support the On-the-Go Retail Transponder Program including:

· Retail Holding – Accounts that contain live, active Retail Transponders that are located at the CSC but are available for transfer to a Retail account should expedited delivery to a retailer be required during a period of high demand. The Retail Holding account ensures that the status of these Transponders is already active in all previously distributed Transponder files and are therefore guaranteed to be already active when the retailer issues the Transponder to a customer.

· Retail – Accounts for the retailers, which keeps track of all the Transponders that were issued to specific retailers and have not yet been registered by customers. Transponders in these accounts are active in the Transponder status files. As long as expedited shipping is not required, all remote toll plazas will have received an active status for these Transponders by the time a retailer can issue the Transponder to a customer. If expedited shipping is required, Transponders are transferred to a Retail account from the Retail Holding account.

· Retail Insufficient – Account that contains all the Retail Transponders that have used their “Available Balance”, have not yet been registered and are in insufficient status.

Mobile Toll – A small number of accounts are used by third-party mobile toll payment providers. These accounts have prepaid balances and a large volume (many thousands) of license plates. Access to these accounts through the CSC application is restricted to specific user roles. Tolls post to these accounts by plate match through the VToll process. These accounts are currently only used for transactions on Virginia facilities. The accounts are mostly maintained by the third-party mobile toll provider through an API. In addition to tolls, transactions fees are posted to this account which are disbursed by the Contractor to toll facilities and included in VDOT revenue recognition accounting.

Account Lifecycle The current account lifecycle is as follows:

1. Open Pending Balance – account has been opened, assigned a number and information entered but no payment has been applied. No Transponders can be added to this account.

1. Open Pending – the account has been opened and initial payment applied but Transponders not yet added.

1. Open - the account has been opened and Transponders have been added.

1. Closed Pending – the account has been requested to be closed but still has Transponders assigned and a may have a balance.

1. Closed Pending Balance – the account has been closed and Transponders removed. The account may still carry a balance.

1. Closed – the account has been closed and the balance has been brought to zero. Accounts may not be closed if they contain Transponders or have a positive or negative balance.

Fees/Charges The current program supports fees/charges, including but not limited to, the following:

1. Excessive VToll fees applied automatically after manual review

1. Mailed monthly detailed statement fees charged for every three Transponders on an account (automatically applied to qualifying accounts)

1. On-line monthly detailed statement fees charged for every three Transponders on an account (automatically applied to qualifying accounts)

1. Lost or Stolen Transponder fee

1. Returned check (NSF) fee

1. ACH decline fee

1. VDOT is currently responsible, and shall remain responsible, for all banking and credit card fees associated with processing transactions and managing the VDOT bank accounts.

A list of the current fees is provided in Attachment M. These fees will be modified as required to support business needs.

PBP/Violation Processing The steps in the Violation Processing workflow are a combination of automated, manual, and external processes. These include:

a. Receiving image data from the lanes

b. Manually reviewing and identifying license plates from images

c. Processing VTolls (both Intra-Agency and out of state)

d. Exchanging files in order to identify registered vehicle owners with the Department of Motor Vehicles (DMV) and/or third-party license plate information provider

e. Creating and printing notices and notice escalations

f. Manually reviewing notices prior to issuance for violations or reviewing DMV results prior to establishing a PBP account for that plate.

g. Resolving payments or disputes (including Collections)

h. Submission of unpaid violations to a Collections Agency(ies)

i. Issuance of summonses for continuing unpaid violations by mail and using the Sheriff’s office in the county where the defendant resides or an authorized process server (professional Personal Service Agents).

j. Conducting pre-court negotiations with defendants to resolve violations prior to formal court proceedings

k. Preparation of court documents

l. Representation in court as an Expert Witness A list of the current violation and PBP fees is provided in Attachment M. These fees will be modified as required to support business needs.

Court Processing The CSC Contractor administers the program’s court processes for the toll facilities taking advantage of the CSC Violation Processing.

a. The following is a list of the Virginia Court and District courts currently used to pursue unpaid violations (additional courts may be added in the future):

Fairfax County Circuit Court, 4110 Chain Bridge Road, Fairfax, VA.

· Hearings held on Monday, Tuesday and Wednesday

· Maximum 275 summons per day

· Extra dockets are allowed – maximum 500 Summons Loudoun County General District Court, 18 East Market Street, Leesburg, VA.

· Hearings held on second Friday of the month, and the fourth Friday as needed

· Maximum of 50 defendants; limit 250 summons

· Summons issued to PO Boxes and Out of State are not allowed Chesterfield General District Court, 9500 Courthouse Road, Chesterfield, VA. Court to be discontinued in 2027.

· Hearings heard third Thursday of odd months

· Maximum 100 summons per day Richmond Manchester General District Court, 920 Hull Street, Richmond, VA. Court to be discontinued in 2027.

· Hearings held the first, second, third and fourth Tuesdays of the month

· Maximum 500 summons per day

· Summons issued to PO Boxes and Out of State are not allowed Arlington General District Court, 1425 North Courthouse Road, #2400, Arlington, VA 22201

· Hearings held the fourth Wednesday of every month – double docket day, 9:30am and 10:30 am

· 350 summons or 40 defendants per docket (so double these numbers for the day)

· No restrictions on PO or out-of-state summons

Norfolk General District Court, 150 St. Pauls Blvd, Room 1A, Norfolk, VA 23510

· Hearings held Wednesday’s at 11 a.m.

· Maximum of 50 Defendants, no cap on summons

· Do not create for Military/Ship address Chesapeake

· TBD

Virginia Beach

· TBD

Hampton

· TBD

Newport News

· TBD

b. Violations that remain unpaid for more than a configurable number of days after the issuance of a Final Notice and a configurable number of days with a Collections Agency become eligible for a summons.

c. After a summons is generated, the Court to whom the defendant is assigned will handle all disputes, appeals and payments.

d. Summons amounts will include the civil penalty admin fee, toll, and any other charges.

e. At the hearing, the judge may also apply court charges.

f. In order for a case to be properly adjudicated, personal service of the summons is attempted using the Sheriff’s office in the county where the defendant resides or an authorized process server (professional Personal Service Agent).

On-the-Go Retail Program VDOT’s CSC Contractor currently operates and administers an extensive Retail program with multiple retailers offering live Transponders to customers. The Retail program currently has the following features:

a. Retail Transponders are packaged in sealed RF shielded bags along with installation/registration instructions and Terms and Conditions.

b. The Contractor issues Transponders to retailers.

c. Transponders are live at retailers and can be used by customers immediately.

d. The cost to the customer is all toll value, however, once the balance drops below a configurable level (holding balance), the Transponder will be marked insufficient if it has not been registered to an account. Different threshold configurations may be applied based on the retail method. Standard retail currently has a $35.00 cost to customer with a $20.00 holding balance resulting in an available $15.00 for use for tolls prior to registering. For CBBT vending machines, the cost to customer is $55.00 with a $30.00 holding balance providing a $25.00 available balance for use prior to registering.

e. A hex code on the back of each Retail Transponder is used along with the Transponder number to reduce Transponder number data entry issues.

f. Most retailers are invoiced for each Transponder at a discount to the transponder face value plus a per Transponder shipping cost based on the retailer’s agreement.

DMV Customer Service Centers Certain locations of the Virginia DMV now provide face-to-face customer service for E- ZPass and violation services. The DMV CSCs provide a majority of the services/functions for E-ZPass and VPS including Transponder issuance, account maintenance, violation processing and disputes. DMV CSC personnel utilize a hotline to the CSC Contractor to obtain assistance when processing transactions that are more complex.

IVR

The Interactive Voice Response (IVR) system is provided by VDOT through a VITA contract and will answer all incoming calls to the general customer service number(s) and provide the caller with the option to conduct business within the automated system. Several of the IVR options enable a caller to speak with a customer service representative (CSR), at which point the IVR transfers the call to the call center using a Verizon provided NICE call distribution system configured by VDOT on collaboration with the operations contract. To facilitate operator access to the caller’s information, the VDOT IVR system may use data collected from the customer to assist in providing a customer account screen pop for the CSR.

Website The E-ZPass website (EZPassVA.com) provides customers the ability to perform many self-service activities, such as managing profile, payment, vehicle and notification information, replenishing their accounts, reviewing saved statements and detailed transaction history, ordering and registering Transponders, and making violation payments or appeals. In addition to the self- service features, the website contains information about Transponder options and installation instruction, E-ZPass Customer Service and retailer locations, frequently asked questions, forms and agreements, links to Virginia and other out of state E-ZPass toll road facilities, etc. A Live Chat function is provided, which allows customers to interact in real-time with Customer Service Representatives during normal business hours.

In addition to the E-ZPass VA website, VDOT provides a second website, (TollRoadsinVirginia.com), to provide more detailed information on how to pay tolls at the various Toll Facilities within the state and providing a “missed a toll” violation prepayment function and invoice/notice payment for the Toll Facilities that utilize the VDOT Violation Processing System.

Reload Cards Virginia E-ZPass customers can add money to their accounts using a reload card that is currently provided by InComm and is available at many InComm retail locations in Virginia. The reload card is a reusable card and can be linked to the customer’s E-ZPass account to allow customers to manually replenish the account with cash or other payment methods at any participating retailer with funds being added to an account immediately through a real-time interface.

VDOT Responsibilities Contractual Oversight VDOT will be responsible for the following:

a. Oversight of the Contractor to ensure customer service performance metrics are being met

b. Oversight and monitoring of financial activities performed by the Contractor

c. Contract administration

d. Responding to media requests and preparation of press releases

e. Regular audits of the Contractor’s operational and financial performance

f. Monitoring of all financial and accounting activities

g. Providing the banking institution(s) and VDOT account(s)

h. Providing credit/debit card processors

1. Providing the ACH Payment Service Provider

1. Collections services via subcontract(s) that include additional mailings, skip tracing, outbound calling and other attempts to collect for tolls that remain unpaid

1. Contracting with the E-ZPass Transponder supplier

k. Final adjudication of escalated customer complaints

l. Entering into agreements with each of the Virginia Toll Facilities to provide toll processing and, where applicable, PBP/violation processing services.

m. Obtaining PCI audit services

n. All ACH payment processing services fees.

Systems Provision VDOT will be responsible for the following:

a. All E-ZPass ETC and Violation Processing Systems and subsystems

0. The System is comprised of the subsystems and equipment necessary to provide complete functionality including, but not limited to, Cloud hosted system environments, integrated central application software, commercial-off-the-shelf software, databases(s), computer systems, data storage, communications and firewalls.

The central host computer System will exchange Electronic Toll Collection (ETC) transaction, status and operational data with all designated Toll Facilities/interoperable agencies and receive violation/video images from any participating Toll Facilities/interoperable agencies.

The System will process the toll data and post transactions to accounts, maintain customer account data, and create and maintain account balances, financial and accounting data.

The System will process the violation data to support plate identification, look-up data associated with the license plate (e.g. existing account information, existing violation information or owner and vehicle information), post transactions, and generate documents.

The System is able to generate extensive E-ZPass and VPS reports. A listing of all available System reports is provided in Attachment L.

The System will provide all the functionality identified the Operations Manual that will be provided in the ProjectWise file management system as described in Section VI.B of the RFP.

b. For the base offering, VDOT will provide all computer equipment needed for Operations Contractor staff to access VDOT systems and run the third-party software necessary to provide the services described within this scope. At VDOT’s option, the Contractor shall provide all user desktop/laptop equipment with the ability to access a VDOT provided remote desktop equivalent system.

c. For the base offering, VDOT will provide LAN and firewall at the Contractor’s location for networking and the VDOT provided computer equipment and VDOT provided printers. At VDOT’s option, if VDOT requests Contractor to provide end user devices then Contractor shall also provide local LAN and firewalls.

d. The equipment provided by VDOT as part of the base offering shall include all computer equipment, workstations and hardware including desktop or equivalent for each CSR, laptop or desktop for each supervisor or manager as agreed with the Contractor, also including printers, label makers, document and check scanners. Note: All systems directly accessing a VDOT network, except those accessing VDOT systems by a remote desktop equivalent will be provided, managed and maintained by VDOT and all data relating to the operation of the CSC shall be saved on the VDOT System. If the Contractor provides their own computer equipment for internal purposes, it shall not be permitted to be attached to the VDOT network.

e. The provided equipment remains the property of VDOT and can be used by the Contractor for the duration of the Contract

f. Microsoft Office application software.

g. File and email processing/storage.

h. Refreshing/replacing the desktops/laptops on a three (3) year cycle.

i. All E-ZPass Transponder readers, testers and Transponder programmers.

j. A non-production training environment that is independent and separate from the production environment to support staff training, ongoing refresher training, and remedial training.

k. Ensuring that all VDOT provided computers and hardware have the most current and up to date virus and spam protection and other security software that prevent virus attacks and unauthorized access.

l. Providing browser access on each desktop/laptop for the Contractor to access its internal corporate systems (e.g. HR system etc.), each of which subject to approval by VDOT in advance. VPNs and SSL portals are not permitted. Browser access must support authentication using the provided @ezpassva.com identity credentials. Third-party identity providers are not allowed.

m. Providing communications connections to the walk-in centers

n. Providing and managing telephony systems including IVR/ACD and provision of internet-based outbound softphones for use by Contractor with the IVR/ACD system. Individual direct phone numbers will not be provided to users.

o. Enhancing the System and software as required to maintain performance or implement new features/functions as determined by VDOT to be warranted.

p. Setting-up new users, implementing changes in access levels or other user-related System administration tasks within four business hours of notification.

q. Providing a 24 hour per day electronic means for the reporting of CSC System outages and problems.

r. A Helpdesk Trouble Ticket System where the Contractor can enter and track any issues they have with the System including but not limited to:

0. Desktop computer support

0. E-ZPass and VPS application support

0. Peripheral (scanner, printer etc.) support

0. Scanning application support

0. Network server support

0. Website support

s. Backup, purging and archiving of all the System data in accordance with the VDOT policies and regulations. The Contractor shall assist VDOT with locating data and assisting with archiving before purging.

t. Maintaining an overall system uptime of > 99.5% not including scheduled maintenance and downtime outside of business hours or planned downtime where the Contractor is notified a minimum of five (5) business days in advance.

u. Developing queries, dashboards and reports for monitoring system activity/data as determined by VDOT to be warranted.

v. Notifying the Contractor of any System hardware and software outages that will last more than four hours and providing updates every four business hours.

w. Responding and repairing system hardware and software outages and problems based on the table below during business hours of 7AM to 4PM:

Table 1: Response Time for System Issues – Business Hours

hours

business day

business day

Note: Where a Contractor KPI is impacted due to an item not being repaired until the next business day then the KPI delivery period will be modified to account for the additional time taken to put the fix in place. E.g. if contractor is to provide a report prior to close of business and a system error at 3PM prevents this, then the report will not be due for KPI purposes until after the repair is made on the following business day.

The Offeror shall identify any additional equipment/systems/support requirements that will be required to deliver the services described herein.

Contractor Responsibilities General The Contractor’s operational responsibilities during the Contract period shall include, but not be limited to, the following activities:

1. Leasing, staffing, maintaining, and operating the Customer Service Center(s) to support walk-in, telephone, mail and Internet based customers.

1. Reviewing, developing, implementing and updating all customer service policies, procedures, processes, contingencies, reports and related activities on a quarterly basis, subject to VDOT approval.

1. Reviewing, updating and implementing all policies, procedures and protection measures relating to the gathering of certain sensitive patron data that are covered by the Payment Card Industry Data Security Standards (PCI DSS) and the National Automated Clearing House Association (NACHA), to include but not be limited to updating and communicating a privacy policy ensuring proper procedures are followed to obtain approval to disclose data and the tracking of information disclosed to third parties.

Obtaining and maintaining Level 1 PCI audit compliance for the Contractor provided services through third-party auditing services procured by VDOT.

1. Updating and implementing VDOT recommended customer service policies, procedures, reports and related activities.

1. Updating and implementing service policies, procedures, reports and related activities as required by new legislation.

1. Designing the policies and procedures to ensure that reliable financial reporting, compliance with VDOT’s business policies and efficient and effective operations are maintained.

1. Developing procedures to ensure that all customer payments, toll/violation transactions and adjustments are properly processed.

1. Developing control procedures that specifically address the segregation of duties, proper authorization, physical control over assets and software access and adequate documentation and reporting.

1. Responding to customer requests via all modes of communication and performing operational processes to meet customer needs based on the Standard Operating Procedures (SOPs) and Business Rules.

1. Performing operational functions as required to deliver account management, payment processing, customer communications, mailings, third party coordination and other activities to ensure effective and comprehensive CSC Operations.

1. Implementing and ensuring that daily audit processes account for all revenue flow through the operation.

1. Depositing all funds collected to a VDOT bank account daily unless exceptions are granted for low volume locations.

1. Performing daily reconciliation of all movements of funds with specific attention to the E-ZPass customer balance maintained by the Systems.

1. Obtaining and engaging third party contractor to perform SOC audits.

System Activity Review The Contractor shall, in collaboration with VDOT, develop and document a monitoring process to confirm positively that the CSC System runs processes according to a defined schedule as required for day-to-day operations and that the volumes of data and other outputs produced are within expected ranges and System operational and financial integrity is maintained. Monitoring processes shall include reviewing status emails, generating and running reports, reviewing dashboards and other user interfaces.

The Contractor shall implement the monitoring process, reviewing System activity reports, external and generating queries, as necessary, to ensure the System is functioning properly and that tasks/jobs run as expected/when scheduled (e.g. automatic replenishment; mail/e-mail activity statements; notices and letters generated and sent to mail house; etc.) and volumes are as expected.

The Contractor shall immediately, after investigation/confirmation, report any customer facing System issues experienced or observed by internal or external users to VDOT for the proper logging and tracking in the Help Desk Trouble Ticket System.

The Contractor shall promptly report any other Systems issues experienced or observed by internal or external users to VDOT for the proper logging and tracking in the Help Desk Trouble Ticket System.

The Contractor shall promptly report any disruption to their ability to perform the documented monitoring processes.

The Contractor, through IT support staff, shall provide first level technical support for toll facility and other third-party system access issues as well as for Contractor’s management, CSR and finance staff. This shall include CSC/VPS system, web site and NICE InContact telephone system.

Before reporting an issue, the Contractor’s technical staff shall make best efforts to investigate and analyze the issue and supporting data to determine whether the issue is caused by user or data entry error or can be confirmed to be a system error that requires the attention of VDOT. The results of the investigation identifying the scope and origin of the error shall be provided in the ticket.

The Contractor shall cooperate with VDOT to provide details on any manual actions taken, errors encountered, data mismatches or reconciliation issues to assist in resolving Systems issues as expeditiously as possible.

Such monitoring shall include all System processes that the Contractor is relying on to perform this Scope of Services and the Contractor shall promptly report any anomalies to VDOT and assist in investigation of the anomalies. Such processes include but are not limited to:

a. Transaction loading and processing

b. Transaction transmission to third parties

c. Status and information file exchange with third parties

d. Automated payment processing

e. Fee application processes

f. Automated application of account updates, discounts and other charges

g. Violation queue processing

h. Customer communications generation by text, email and mail

i. Notice/invoice generation and escalation

j. Financial posting and adjustment

k. Report generation

l. Statement generation

m. E-ZPass Group File Processing

n. Purge processing

o. Transfer of data to Collections Locations Non-walk-in center staff locations The Contractor shall be responsible for the lease and maintenance of their CSC locations for the term of the Contract.

The Contractor may take over the lease of the current Clifton Forge location or may provide their own locations or hybrid staffing solutions provided the requirement for percentage of staffing in Virginia are met. Regardless of the approach taken, the cost of leases, improvements and maintenance for the Contractor’s non-walk-in center locations shall be borne by the contractor.

The majority (at least 95%) of staff provided for this Contract, to include 100% of all financial reconciliation personnel, shall be located within the Commonwealth of Virginia. 100% of dedicated staffing shall be located within the United States.

The Contractor shall provide a high-speed (> 1Gbps) internet connection at each location where system access is required and shall provide a segregated LAN segment for VDOT to connect their router/firewall for the CSC network. Space shall be provided in an access-controlled IT communications room for VDOT to install its firewall router with access for VDOT to establish a network To facilitate communication and coordination with VDOT Tolling and Fiscal staff located in Richmond, the Contractor’s Finance Staff shall be located in a Finance Office within 70 miles of the VDOT central office location (1401 East Broad Street, Richmond, VA).

The Contractor shall provide and furnish office space for IT equipment staging at the Clifton Forge location, if that location is retained, or at a location within a 70 mile radius of Roanoke. The IT equipment staging office space shall be secure and be subject to the surveillance and access-control requirements detailed below. If not at Clifton Forge, the Contractor shall work with VDOT to select, equip and furnish the IT staging space as a direct cost item.

The Contractor shall provide additional space as required to support the expansion of operation.

The Offeror shall describe the staffing location(s) that will be utilized for this contract including locations, quantities, roles and functions of staff at each location.

The Offeror shall describe how they would expand the operation in the event of a doubling of Violation Processing volume and call center activities.

The Contractor shall maintain general surveillance and monitoring equipment/system for each staffed location that handles and provide updates as needed to maintain security and comply with PCI DSS and other relevant requirements.

The Contractor shall be responsible for all aspects of the leasing and maintenance of the facilities provided to support this Contract. This shall include, but not be limited to, building leases, building and grounds maintenance, building security, utilities and furnishings.

Walk-In Customer Service Centers The Contractor shall maintain the Walk-In Customer Service Centers in Portsmouth and Norfolk as a separately priced line item.

If these services are exercised, the Contractor shall take over the leases for these locations and shall be responsible for building leases, building and grounds maintenance, building security, utilities and furnishings at these locations at a pass-through cost to VDOT.

Contractor shall provide trained staff to co-locate with and perform contractual services from the Elizabeth River Crossing (ERC) and Chesapeake Bay Bridge Tunnel (CBBT) Walk-In Customer Service Centers as a separately priced Task Order based on staffing needs to be decided at time of implementation. The Contractor will not be responsible for lease or other space related costs at these locations.

Business Continuity In the event of a disaster, including the loss of access to one or more Contractor locations, the Contractor shall ensure the business continuity of the CSC Operations.

The Contractor shall assign the appropriate managers to serve as a member of, and fully participate on, the VDOT CSC Disaster Recovery Team.

In accordance with the Disaster Recovery Plan (DRP) and Business Continuity Plan (BCP), the Contractor shall maintain a hard copy of the names and contact numbers of each employee, as well as a hard copy of the DR and BC plans that are accessible in the event a CSC or headquarters building is inaccessible, unusable or destroyed.

The Contractor shall provide management participation in yearly DRP exercises to ensure compliance and familiarity with the plan.

The Offeror shall describe how they will ensure business continuity of the CSC Operations in the event of a disaster, including but not limited to staffing contingencies, locations and VDOT support needs.

The Contractor shall meet the following requirements for restoring production Operations in the event of a disaster (including natural and technological disasters, civil emergencies, criminal activity, and other business interruptions):

a. The Contractor shall restore all Priority 1 identified functions, detailed below in Table 2, to Operational levels within 24 hours.

b. The Contractor shall restore all Priority 2 identified functions, detailed below in Table 2, to Operational levels within five (5) business days.

c. The Contractor shall restore all Priority 3 identified functions, detailed below in Table 2, to Operational levels within thirty (30) calendar days.

Table 2: Disaster Recovery Functional Area Priority Levels.

Account Establishment

X

Transponder Distribution

X

Dispute and Adjudication Process Support

X

Customer Service Location Services (e.g. Walk-In Center)

X

Bilingual Language Requirements

X

Mail Processing

X

Financial Accounting

X

Reporting (e.g. monthly reports, reports to VDOT, report to Toll Facility Reports)

X

Toll Relief Processing

X

Marketing and Communications Support

X

Image Review

X

Final Image Review/ DMV Review

X

Summons Issuing

X

Notice Issuing

X

Retail Transponder Processing/Shipping

X

ALL OTHER FUNCTIONS NOT LISTED

X

Hours of Operation At a minimum, the Contractor shall provide staffing to provide customer service for telephone and walk-in customers during the current operating hours as shown in the RFP, Section IV, Table 2: Characteristics of the Existing Offices.

The CSC shall be closed for only the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.

A DMV support line shall be provided during DMV hours of operation, including their end-of-shift closeout processes, which provides direct access to a trained supervisor to assist with complex customer interactions in real-time and provide a mechanism for reporting issues.

Offerors shall describe their staffing approach to cover the desired hours of operation.

The Contractor may submit requested changes to CSC hours and justification for these changes to VDOT for consideration. The decision to deviate from the hours defined in the Contract will rest solely with VDOT.

If directed by VDOT, CSC operating hours may be increased or decreased. The Contractor shall provide relevant operating cost adjustments for VDOT approval upon request.

The Offeror shall describe the extent to which they will be able to meet VDOT’s extended and changing needs in terms of hours of operation without impacting VDOT’s costs.

Equipment and Furnishings General The Contractor shall assume custody and responsibility for all VDOT-owned equipment, furnishings, and supplies at the walk-in centers, and, at the Contractor’s option, the Clifton Forge location.

The Contractor shall be responsible for protection and tracking of VDOT provided IT equipment including:

a. Desktops

b. PCs and laptops

c. Desktop phones, headsets, voice mail, Y-jacks, etc.

d. Network equipment installed by VDOT IT at Contractor location

e. Printers and other peripherals The Contractor shall provide all equipment and furnishings necessary to deliver the services described herein through a combination of existing VDOT inventory (as desired) and Contractor provided items.

The Contractor shall maintain a complete inventory of all existing VDOT owned Service Center equipment, components, assemblies and furnishings transferred as part of transition as well any future items that may be purchased under direction of VDOT as a pass-through cost, until disposed of due to end of useful-life according to Commonwealth rules.

Each piece of equipment and furniture owned by VDOT shall be inventoried, tagged and reported to VDOT.

The equipment and furnishing inventory records shall be kept up-to-date on a monthly basis.

When a shipment of components, assemblies, etc., is received, the inventory records shall be updated to reflect the date each item was ordered, when it was received and related warranty information of the items received.

Contractor purchased equipment or furnishings shall not be owned by VDOT unless purchase is at the direction or agreement of VDOT under a pass-through Task Order.

The Contractor shall perform monthly detailed inventories of all furniture and equipment owned by VDOT, documenting the results for VDOT review upon request.

An up-to-date inventory highlighting changes from the prior month shall be submitted with each invoice.

Any damaged or outdated inventory items shall be reported to VDOT in a list describing each item along with recommended disposal approach for VDOT review.

The Contractor shall obtain approval from VDOT before disposing of any equipment or furnishing that is part of the inventory.

VDOT IT Equipment The equipment provided by VDOT shall remain the property of VDOT and shall be tightly controlled by the Contractor according to written processes to be established by the Contractor in coordination with VDOT and subject to VDOT approval.

The Contractor shall develop the process for requesting, accepting and returning VDOT IT equipment and submit to VDOT for approval.

The Contractor shall recognize the lead times required for the procurement, setup and administration of equipment and shall incorporate this into their processes.

Once approved, these processes shall be strictly followed.

From time to time, VDOT may modify the processes based on the changes in operational environments and will consider Contractor proposed modifications at VDOT’s sole discretion.

To initiate a request for equipment, the Contractor shall submit a ticket using the VDOT provided process. VDOT ITD will work with the Contractor to assign equipment and assist in filling out the equipment request\return form. All equipment forms shall include the name of employee, list of all equipment issued, signature of employee, signature of the Contractor manager, and VDOT ITD signature. This signed form assigns the equipment responsibility to the Contractor.

Remote Service Requirements The Contractor shall ensure employees approved for remote work have access to the key services required to perform their job responsibilities such as electric, internet & telephone. Currently, a minimum internet speed of 20Mbps download and 10Mbps upload is recommended for acceptable performance of CSC systems. Slower speeds are not recommended, and a speed test should be conducted to ensure there is adequate internet speed. These requirements are subject to modification as technology evolves during Contract term at VDOT’s discretion.

The Contractor shall be responsible for diagnosing any home provider issues or outages (power, internet & phone). The VDOT IT Helpdesk should not be used for these types of issues unless the Contractor has positively confirmed the employee’s services are not at fault.

Care and Use The Contractor shall be responsible for using the Equipment in a diligent and careful manner and shall ensure that the Equipment is kept in a safe and secure location when not in use and protected from any damage, theft, or unauthorized use.

Damage or Loss In the event of any damage (excluding ordinary wear and tear), loss, or theft of the Equipment, the Contractor shall notify VDOT within 48 hours of discovery and to the best of its ability, provide full details of the incident. The Contractor shall be liable for the costs related to the repairing or replacing of the damaged (excluding ordinary wear and tear), including any peripherals based on its replacement value.

In the event of Loss or Theft, the Contractor will use commercially reasonably avenues available under applicable law to recover the equipment. This may include seeking law enforcement support and the filing of official law enforcement documents to recover Commonwealth of Virginia assets. If VDOT equipment has not been returned within the earlier of seven days after recognition of Loss/Theft or 30 days after the separation event between the Contractor and their employee, VDOT will consult with the Contractor regarding the filing of a police report. Thereafter, VDOT may require that the Contractor file a police report. Close coordination of recovery efforts shall be provided to VDOT by the Contractor on a case-by-case basis.

For equipment loss or equipment unreturned after completion of mandatory recovery procedures, the Contractor shall reimburse VDOT the current replacement cost of equivalent new equipment plus a lost equipment administrative cost of 400% of replacement cost. Total recovery amount shall be calculated as: (Current Replacement Cost) + (Administrative of 400% of Replacement Cost). Lost equipment costs shall be deducted from Invoice payments.

Return of Equipment The Contractor is responsible for obtaining a "returned” VDOT signed equipment request\return form once the equipment has been Inspected and verified by the Contractor as defined below. This signed form assigns the equipment responsibility to VDOT ITD.

Upon completion of this contract or if the Equipment is no longer required for these tasks, the Contractor shall return all Equipment, including any peripherals, in working condition as when received. VDOT understands normal “wear and tear” is any deterioration that takes place over time from the normal use of the Equipment, even when the Contractor staff provides reasonable care and maintenance. The return must be made on or before the contract termination date unless an extension is agreed upon in writing.

Inspection and Verification The Contractor shall inspect the Equipment upon return to ensure it is in working condition as when provided by VDOT. Any discrepancies, damages, or missing items will be assessed and billed accordingly by VDOT upon notification of damage or missing items.

Security Management The Contractor shall establish, operate, and maintain services and processes to ensure the security of data (both paper and electronic), transponders, facilities, staff, and funds.

The Contractor shall consider all CSC data as confidential and maintain all data in a secure manner that protects personal identification/identity information.

The Contractor shall meet all the relevant information security requirements published by the Virginia Information Technology Agency (VITA) The Contractor shall not release customer information to anyone other than authorized VDOT staff, as may be appropriate, and shall refer any requests, inquiries, subpoenas, and other official information requests to VDOT.

The Contractor shall compile data for subpoenas, Freedom of Information Requests, or other special requests as required and approved by VDOT.

The Contractor shall not communicate, respond to inquiries, or provide information to the media (television, radio, newspaper, Internet), other government agents, or individuals representing organizations other than in the normal course of customer service. VDOT shall be immediately notified of all requests that are outside of the normal course of customer service.

The Contractor shall release customer account information only to those identified on the account as the account holder(s) or authorized contact. Account holder authentication questions shall be developed by the Contractor, approved by VDOT and included in the Standard Operating Procedures (SOP) Manual.

The Contractor shall be responsible for reviewing and implementing all policies, procedures and protection measures relating to the gathering of sensitive customer data, to include but not be limited to, updating and communicating a privacy policy and tracking of information disclosed to third parties.

The Contractor shall ensure that the Operations are compliant with the current version of the Payment Card Industry Data Security Standard (PCI DSS) in order to protect customers from fraud and theft of information.

The Contractor shall maintain a training program, as required by PCI’s Data Security Standards, for all new hires and annually for Customer Service Representatives. The training module used will be subject to VDOT review(upon request) and approval.

The Contractor shall maintain a training program to ensure compliance with Virginia Department of Taxation requirements for Toll Relief Program (TRP) intake processes and Personally Identifiable Information (PII) handling. This training shall cover, at minimum, proper procedures for collecting, processing, and protecting PII during TRP intake activities, applicable Virginia Tax regulations, and data security protocols specific to tax-related information. The Contractor shall provide this training to all personnel involved in TRP intake processes and annually thereafter. The training curriculum and materials shall be subject to VDOT review and approval.

The Contractor shall be responsible for any fees, fines or sanctions resulting from security breaches or thefts resulting from the Contractor or its staff failing to comply with the stated standards and applicable Federal and Virginia State law.

The Contractor shall be responsible for any damages and restitutions to the public resulting from security breaches or thefts from the Contractor or its staff including, but not limited, to the impacts of identity thefts.

The Contractor shall assign role-based security access levels to all staff based on their job responsibilities and descriptions.

Upon termination of an employee, the Contractor shall notify VDOT immediately to disable all of his/her Systems access.

The Contractor, in coordination with VDOT, shall review the security access levels quarterly to ensure the list is accurate.

Building Security The Contractor shall maintain surveillance and monitoring security systems and contracts for the Walk-in Centers and back-office location(s) as a direct cost when Walk-in centers are required by VDOT.

The security system at each facility shall include:

a. Security video system: to allow the remote view of CSC Operations

b. Access control and alarm system: to control access to buildings and provide alarms for fire, instruction, and personal safety

c. Storage capabilities: to store and maintain an archive of events for the access control system

d. The ability to maintain a database of authorized personnel and level of access

e. The ability to connect to the police and civil authorities for emergency dispatch for fire, theft, or medical emergency The Contractor shall store videos in a video control and archive system for ninety (90) calendar days, unless otherwise directed by VDOT or if required for investigative purposes.

The Contractor shall ensure that the images are saved and available for later viewing for ninety (90) calendar days, unless otherwise directed by VDOT or if required for investigative purposes.

The Contractor shall ensure that security cameras are strategically placed and operational at all times, especially where cash is processed or other significant processing areas.

At all times, VDOT authorized personnel and their designees shall have unrestricted access to Contractor facilities and project data, including electronic files records, accounts, logs, reports, and documentation maintained by the Contractor.

Access Control and Alarm System An access control and alarm system shall be provided by the Contractor, as a direct cost, at all Service Center locations and at restricted areas within each site as needed to meet PCI requirements and protect VDOT financial instruments and IT inventory.

The Contractor shall ensure that the existing buildings, and any new facilities, are equipped with working intrusion, fire, and gas detectors at all times.

In restricted areas, motion detection shall be employed to detect any movement not authorized, especially in hallways and unprotected areas.

The security alarm system shall contact the emergency services when triggered.

The Contractor shall assign access levels based on staff authorization levels and in accordance with the Business Rules and approval of VDOT.

The Contractor shall provide all its staff and designated VDOT personnel/visitors with identification badges that shall be worn by all staff during business hours.

Security System Testing Each month the Contractor shall perform the following security check at each location:

a. Trigger all door alarms

b. Trip all motion detector sensors throughout the facility

c. Trip all burglary/panic alarms (where applicable) At the conclusion of the checks, the Contractor shall request an alarm report from the Security System vendor.

On a quarterly basis, the Contractor shall, in coordination with local police and civil authorities, test the building alarm system and panic buttons for all Customer Service facilities.

Results of the testing shall be logged and shared with VDOT. The logs shall be stored securely.

Any malfunctions, defective or delayed alarm functions must be reported to the Security System vendor and VDOT on the same day the malfunction is detected.

The Contractor shall coordinate with the Security System vendor to diagnose and repair all malfunctions, defects or delayed alarm functions as soon as possible.

Manual security checks and processes must be put in place if the system is unable to provide the necessary access control including after-hours support.

Staffing…