Pre-Proposal Presentation.pdf

Oregon Toll Program

Commercial Back Office System / Customer Service Center Pre-Proposal Conference

S-73000-00007613 Oregon Department of Transportation, 355 Capitol St NE, Salem, OR 97301 September 6th, 2023

Agenda Agenda Duration Time Presenter

Introductions 20 min 9:00am – 9:20am Erin Lucas

Oregon Toll Program Overview 20 min 9:20am – 9:40am Chuck Larsen

RFP Walkthrough 30 min 9:40am – 10:10am Erin Lucas

Scope & Framework 10 min 10:10am – 10:20am Heidi Rice

Delivery Model & Contract Management 10 min 10:20am – 10:30am Chuck Larsen

Business Rules, Requirements, & SOW 30 min 10:30am – 11:00am Heidi Rice

Price Sheet 15 min 11:00am – 11:15am Chuck Larsen

Q&A 30 min 11:15am – 11:45am Erin Lucas

Next Steps 5 min 11:45am – 11:50am Erin Lucas

Housekeeping

• This presentation is for Oregon Toll Program CBOS/CSC RFP Bidders

• You must be registered in OregonBuys to submit a response to this RFP

• Questions submitted during and after the event will be collected and a Q&A document will be made available in OregonBuys as outlined in the RFP

• Please be sure to leave your name, email, and firm you are with, and if you are attending as a Prime or a Subconsultant, in the chat if you are virtual or sign in on the sheet if in person

• Erin Lucas is the single point of contract during bidding through notice to proceed.

• Virtual Attendees:

• Please remain on mute unless presenting / unmuted by ODOT

• Please use the chat function to submit questions

Disclaimer

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

• Any statements made at this meeting will not modify the solicitation unless an addenda is issued in OregonBuys.

• It is the proposer’s responsibility to check the solicitation for any addenda made to the solicitation.

Introductions

• Erin Lucas - Procurement and Contract Specialist

• Travis Brouwer - Assistant Director and Project Sponsor

• Maureen Bock - Chief Innovation Officer, Road User Fee Section

• Phil Miller - Toll Program Implementation Manager

• Chuck Larsen - Engineering and Transportation IS Manager

• Heidi Rice - Toll Program Architect

• Joy O’Hearn - Toll Program Project Manager

• Terri Slack - General Toll Consultant, CDM Smith

Oregon Toll Program Overview

Oregon Toll Program Overview

Primary Purpose

• Revenue Generation

• Congestion Management

Key Features

• One scalable tolling system

• Multiple tolled facilities

• Modern, flexible, open architecture

• Interoperable with other tolling agencies and commercial account managers

• Mobility Marketplace Concept for all transportation uses including RUC (Future)

• Modern IT platforms

• Off-the-shelf systems

• Expandable, scalable, adaptable

Highlights

• All lanes tolled

• All-Electronic Tolling based on transponders and license plates (for now)

• Interoperability with other toll operators

• Future interoperability with other transportation services like RUC (OReGO)

Toll rates based on:

• Variable time-of-day pricing

• Vehicle Classification (Size)

• Registered vs. Unregistered account

• Type of detection (transponder, license plate, or other)

• Low-income toll program eligibility

• Other exemptions

• Fees may also apply

Key Elements

• Stand Up the Toll Program (people / processes)

• One ODOT-wide CBOS / CSC system

• One roadside system

• I-205 Abernethy Bridge

• I-5 Interstate Bridge Replacement (“IBR”)

• I-5 and I-205 Regional Mobility Pricing Project

(“RMPP”)

• Approximate traffic volumes for system sizing:

• I-205 Abernethy – 100,000 ADT/T = 8%+

• IBR – 140,000 ADT/T = 10%

• RMPP – Depends on final configuration of proposed system

• In total, expecting a system scalable to up to 2 million transactions/day.

Scope and Scale

What Types of Toll Accounts

• For Release 1 (that is, at Go Live):

• Register accounts

• Prepaid

• Transponder-based accounts (using ISO 18000 6C tags)

• License-plate based accounts

• Other options for

• Pre and Post Pay

• Interoperable

• There may be other options and variations TBD

• Future Releases:

• Additional account options to select account managers

• Greater flexibility (see next slide):

People choose their vehicles

Choose where to go Charges occur:

Tolls, shared vehicles Charges occur:

Parking, charging

People choose who manages their account

Account managers offer options; people choose how to pay

Choose where to go

ODOT’s Customer Service Goal

• Maximize flexibility and services for the traveler

• Use existing accounts to pay

• Set up separate accounts if desired

• Allow for combined transportation charges onto one account

• Minimize operating costs

• Multiple account types to meet diverse needs

• Easy to use automated online services and information

• Calculations

• Aggregate and Report

• Validations

• Audit Log

• Business Rules Engine

Transaction Processor

• Setup and Manage accounts

• Claims management

• Accounts Receivable/Payable

• Official reporting

Account Management

Financial Entity

• Collect Funds

• Deposit Funds

Administration

• Monitoring & Reporting

• Inquiries & Issue Resolution

• Manage Participants

• Manage Account Managers

• Accounting

• Compliance

Data Collector

• Applies common data dictionary

• Aggregate Data

• Report Data

Open Architecture for Transportation Services

Data

Rules & MCA

Data

Funds Funds

Rules

MCA – Master Chart of Accounts

Reconciliation

Data

Considerations

• Ability to meet schedule

• Proven products and team

• Modern commercial off-the-shelf products

• Efficient operations with low operating costs

• Understanding of ODOT’s vision and ability to grow into that vision

• Ability to deliver desired services that meet requirements for full contract term

RFP Walkthrough

RFP Walkthrough

Closing Date and Time: See “Bid Opening Date” and time for this RFP in OregonBuys. Be sure to pay attention to any addenda that may extend the Bid Opening Date.

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

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

RULES PRESENTED HERE ARE DRAFT ONLY 18

RFP

Walkthrough:

Schedule

All times are listed in Pacific Time.

All dates listed are subject to change.

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 December, 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

RFP Walkthrough: Section 3 Minimum Qualifications

• 3.1.1 CBOS Implementation and Maintenance:

o At least two tolling CBOS implementation projects in the last 5 years, as Prime Contractor or

System Provider

• Projects must be on similar or larger scale (transaction volume and system requirements)

• One project must be in operation for a minimum of 2 years from Project go live date, proposer providing maintenance services

• 3.1.2 CSC Operations:

o At least one Customer Service Center Operations project of similar nature

• Project shall include CSC operations experience similar to RFP, attachments, SOW, and requirements

• Project must be currently in operation by Contractor for a minimum of 1 year within the last 5 years o Proposer must be currently operating two customer services active for at least 2 years

RFP Walkthrough: Section 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)

RFP Walkthrough: Section 3.2 Minimum Submission Requirements

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 part 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.

RFP Walkthrough: Section 4.10 Evaluation Process

Evaluation Criteria Response Guides

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

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

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

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

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

• Att. K – Firm Qualifications Response Guide (Evaluation Criteria)

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

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

RFP Walkthrough: Section 5.4 Contract Negotiations

Under section 5.4.1 Negotiation:

• Proposer shall review the attached Sample Contract and note exceptions.

Proposer must submit those exceptions to Agency during the RFP Protest period set forth in Section 1.2. Unless Agency agrees to modify any of the terms and conditions, Agency intends to enter into a Contract with the successful Proposer substantially in the form set forth in Sample Contract (Attachment A).

Scope and Framework

• Support ODOT toll operations – systems, people, processes

• Commercial Back Office System

• Customer Service Operations

• Integrations, Call Center, Financial

• Plan, design, develop, configure, test, install, train, launch, operate, maintain, and evolve back-office system to support tolling

Commercial Back Office System (CBOS) Software, People/Process, Services, Technology

Customer Service Center (CSC) Software, People/Process, Services, Technology

Request for Proposals (RFP) Business Rules (Exhibit R)

CBOS Requirements (Exhibit J) CSC Requirements (Exhibit J.1)

CBOS Statement of Work (Attc A, Exhibit A) CSC Statement of Work (Attc A, Exhibit A.1)

CBOS SLAs (Attc A, Exhibit B) CSC SLAs (Attc A, Exhibit B)

CBOS

Software, Services, People, Technology

CBOS SOW

Software Services

• Customer Relationship

• Account Management

• Financial Management

• Transaction Processor

• Inventory Management

• Workflow Management

• RUC Account Management

• Compliance

• Data Management

• Customer Service

• Call Center Operations

• In-Person Operations

• Customer Portals

• Website

• Mobile App

• Phone

• Payment Processing Integration

• Reporting Platform

• Telephony

• IVR

• 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 18 SOC 2 Type II Audit

• Software Escrow

Technology

• Data Center

• Connectivity/Network

• PCs

• Printers, Scanners, Fax

• Phones

CSC

Software, Services, People, Technology

CSC SOW

People / Process

• 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

• Financial and Transaction Reconciliation

• Bank Deposits

• Reporting

• Transponder Management

• Workforce Management

• Customer Portals Management

• Performance Management

Software Services

• Staff Management Services

Services

• SSAE 18 SOC 2 Type II Audit

• Armored Car Services (ODOT-provided)

Technology

• Postage Equipment

• Standard Calculations

• Business Rules Engine

• Validations

• Audit Log

TRANSACTION PROCESSOR

• Toll Data Exchange

• Customer Service Center

• Reports and Accounting

• Interfaces

• Apply discounts

BACK-OFFICE SYSTEM

OPERATIONS BACK-OFFICE

• Tag Validation

• Plate Image Review & Verification

• Trip Build

• Mileage Message (RUC)

Tx Data

Vehicle and Trip Data

Solution Vendor(s)

• Calculations

• Business Rules Engine

• Validations

• Audit Log

TRANSACTION PROCESSOR

• Account Management

• Transaction Processing

• Customer Service

• Reporting

BACK-OFFICE SYSTEM

FINANCIAL ENTITY

• Deposit Funds

OPERATIONAL BACK-OFFICE

• Tag read/plate image capture

• Manual Image Review & Verification

• Build and send trip message

Open Architecture for Transportation Services

Funds Funds

Toll Zone Vehicle Detection

Good To Go!

WashDOT

• Accept payment for OR tolls

OLIVR

• Plate Lookup Reg Owner

• Hold registration if tolls unpaid

CCD Back Office

• Plate Lookup Reg Owner

• Hold registration if tolls unpaid

• Shared enrollment data

(weight/mile and toll program)

ODOT

BreezeBy

• Accept payment for OR tolls

TEAMS

• Financial Transaction data

Tx Data

Data Warehouse

• Administrative Data

• Performance Indicators

Vehicle ID & Amt Due

Roadside transactions

ODOT Bank

Black font – expected at Go-Live Gray font – expected post Go-Live

Registered Owner

Other Account Managers

• Accept payment for OR tolls

Registered Owner

Funds

DMV

Motor Carrier

• National Plate Lookup

• Merchant Service Provider

• Lockbox

• Mail House

E-ZPass

• Accept payment for OR tolls

TX Data

Data

Registered Owner

Registration Hold

Registered Owner

Registration Hold

Enrollment Data

• Standard Calculations

• Business Rules Engine

• Validations

• Audit Log

TRANSACTION PROCESSOR

• Toll Data Exchange

• Customer Service Center

• Reports and Accounting

• Interfaces

• Apply discounts

BACK-OFFICE SYSTEM

OPERATIONS BACK-OFFICE

• Tag Validation

• Plate Image Review & Verification

• Trip Build

• Mileage Message (RUC)

Tx Data

Vehicle and Trip Data

Solution Vendor(s)

• Calculations

• Business Rules Engine

• Validations

• Audit Log

TRANSACTION PROCESSOR

• Account Management

• Transaction Processing

• Customer Service

• Reporting

BACK-OFFICE SYSTEM

FINANCIAL ENTITY

• Deposit Funds

OPERATIONAL BACK-OFFICE

• Tag read/plate image capture

• Manual Image Review & Verification

• Build and send trip message

Open Architecture for Transportation Services

Funds Funds

Toll Zone Vehicle Detection

Good To Go!

WashDOT

• Accept payment for OR tolls

OLIVR

• Plate Lookup Reg Owner

• Hold registration if tolls unpaid

CCD Back Office

• Plate Lookup Reg Owner

• Hold registration if tolls unpaid

• Shared enrollment data

(weight/mile and toll program)

ODOT

BreezeBy

• Accept payment for OR tolls

TEAMS

• Financial Transaction data

Tx Data

Data Warehouse

• Administrative Data

• Performance Indicators

Vehicle ID & Amt Due

Roadside transactions

ODOT Bank

Black font – expected at Go-Live Gray font – expected post Go-Live

Registered Owner

Other Account Managers

• Accept payment for OR tolls

Registered Owner

Funds

DMV

Motor Carrier

• National Plate Lookup

• Merchant Service Provider

• Lockbox

• Mail House

E-ZPass

• Accept payment for OR tolls

TX Data

Data

Registered Owner

Registration Hold

Registered Owner

Registration Hold

Enrollment Data

CBOS/CSC

Contractor

Scope

Delivery Model and Contract Management

Key Information

• ODOT is looking for service-oriented approaches, not product-oriented

• Business Rules and CBOS/CSC Requirements are intentionally outcome based oNot design specifications oAllows for design to change and evolve while still meeting requirements without change requests

• CBOS/CSC Contractor is responsible for keeping the system updated

Delivery Model & Contract Management

Rules and Requirements Design Develop, test, implement

Statements of Work Plans Execute Plans

Go-Live and Operations

Monitor Performance

Monitoring performance

Implementation Operations

• Performance Measures

• SLA

• Performance reporting These are negotiable

Business Rules, Requirements, and Statement of Work (SOW)

CBOS – Key Elements

• Modern, configurable, scalable solution

• Provides a full suite of functionalities

• Multiple channels for customer interaction

• Fully auditable and secure

• Monitor performance

CSC – Key Elements

• Customer-centric contact center services

• Main Processing Center and In-Person Centers

• Financial reconciliation, settlement, and reporting

• Fully auditable and secure

• Monitor performance

CBOS & CSC – Business Rules

1. Account Establishment

2. Account Management

3. Security

4. Payment Processing

5. Customer Service

6. Tolls and Transaction Processing

7. Processing Unpaid Transactions

8. Disputes

9. Interoperability

CBOS – Requirements

Account Management

Financial Accounting

Account Communication

Additional Back Office System Functions

Customer Self- Service Tools Compliance Transaction

Processing Customer Service

Representative Functions

Customer Self- Service

Inventory Management

Management Reporting Interfaces

Security and Access Control

Data Management

System Performance

Network System Environments

CSC – Requirements

Facility Requirements

Staffing Requirements

Training Requirements

Customer Service Operations Financial

Statements of Work

TASK 1 Project Management TASK 5 Training

TASK 2 Planning TASK 6 End to End Acceptance Testing

TASK 3 Design TASK 7 Go-Live

TASK 4 Testing & Development TASK 8 Operations

“System Development Plan” Release 1

Release 2

Future

TASK 2 Planning

TASK 1 Project Management TASK 5 Training

TASK 2 Planning TASK 6 End to End Acceptance Testing

TASK 3 Design TASK 7 Go-Live

TASK 4 Testing & Development TASK 8 Operations

Price Sheet

Let’s talk timing and quantities

Q&A and Next Steps

Q&A

RULES PRESENTED HERE ARE DRAFT ONLY 56

RFP Next Steps:

Reminder of RFP Schedule

All times are listed in Pacific Time.

All dates listed are subject to change.

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 December, 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

Thank you