SSJF 18-0101 Toll Tech Rev Enhancements.pdf

Sole Source Justification Form

Version 7.01 Page 1 of 9

Bulletin Reference Number 19-557THA-BUSSY-B-2703

Requesting Agency/University Illinois State Toll Highway Authority

Sole Source Justification Form - Part I Section I - General Information

Department/Bureau/Section: Dept. of Business Systems

Need Identified Date: 05/01/2018 Supply/Service Need By Date: 08/21/2018

Project Title: Toll Technology Revenue Enhancements

Vendor: Accenture LLP

Provide a description of the supplies or services required:

The Illinois Tollway is seeking a one-year sole economically feasible source contract to provide for the resources necessary to integrate the Tollway’s new credit card processor, First Data, which was selected from a competitive Request for Proposal. This contract also provides for resources to secure ongoing technology enhancements to address the growth of our system (e.g., new plazas), evolving security demands, new compliance needs, revenue enhancements (e.g., third-party operators, new interoperable partners), and new operational efficiencies which include, but are not limited to, new customer notifications, new automation, and new lane technologies.

Value: Estimated Value of Initial Term, this Change Order or Amendment: 10,000,000

Will this Sole Source amend a Professional or Artistic Services contract? Yes No

*Sole Source may not be used for amendments for Professional or Artistic Services if the amendment would increase the value by more than 5% of the initial award or extend the term by more than 60 days.

Type: New Sole Economically Feasible Source

Section II - Proposed Term

One-Time Purchase Term Contract

Estimated Contract Begin Date: Oct 1, 2018

Estimated Contract End Date: Sep 30, 2019

Number of Potential Renewals: 0

Length of Each Renewal in Months: 0

Total Value of All Renewals: 0

If a Term Contract, does the term, including renewals, exceed 12 months? Yes No

Section III - Funding Source Select the type of funding to be used (Check all that apply): State Appropriate Funds Federal Funds Other (Explain):

The Tollway does not operate on State-appropriated funds. Procurements are funded through toll revenue.

Section IV - Sole Source Justification

This purchase is economically only available from a single source primarily because it is: (If "Other" explain in one sentence)

Compatibility of Equipment, Accessories, Replacement Parts or Service

Are there secondary justification(s) for this sole source? Yes No

Version 7.01 Page 2 of 9

Bulletin Reference Number 19-557THA-BUSSY-B-2703

Requesting Agency/University Illinois State Toll Highway Authority

Section V - Purchase History

Has the Agency or University Purchased these supplies or services in the past? Yes No

Term Term From Term To Value Description Contract Number Type

1 11/23/2016 08/20/2018 22,000,000 Toll Transaction Management System 16-0083 Sole Source

2 10/23/2013 10/22/2019 44,000,000 Customer Service Center and Violation Processing System Replacement 12-0163 RFP

If more than 10, or if other comments, explain:

The Tollway is currently in the process of renewing Contract 12-0163 Customer Service Center and Violation Processing System. When the two-year renewal contract is executed, the revised expiration date will be 10/22/2021.

Section VI - Business Rationale

Version 7.01 Page 3 of 9

Bulletin Reference Number 19-557THA-BUSSY-B-2703

Requesting Agency/University Illinois State Toll Highway Authority

1. Provide a detailed explanation of the need for the supplies or services:

Accenture is providing necessary enhancements and maintenance that enables the Tollway's back-office tolling system ("ATS") to evolve as we expand our Tollway footprint (Illinois Route 390), update toll technologies, and interface with newly procured contractors (credit card processors).

Accenture has built and maintains a proprietary tolling technology system unique to the Tollway's needs, and Accenture has configured, customized, and combined multiple SAP modules in a manner unique to the Tollway's needs. Accenture is the sole source provider of the necessary additional programming and maintenance that will further integrate and update Tollway systems most efficiently and securely. The result of this additional technology and increased maintenance will be enhanced revenue collection, enhanced revenue security, and enhanced efficiency for the Tollway.

Technology infrastructure represents an investment that is built upon. Leveraging what the Tollway has in place is the most cost-effective, efficient, and ultimately productive approach to continuing and enhancing revenue collection and management, as well as the customer service on which that revenue depends.

A different procurement method would involve a new competitive procurement which requires an additional investment of $1 million to write the RFP and at least another $80 million to launch a new system. The Tollway's $80 million investment in this tolling technology has been substantial, and the money and effort to replace it is likewise substantial. The Tollway needs to maximize its return on the investment before the search for a replacement can start (anticipated in 2020).

The Tollway has a fiduciary responsibility to its many stakeholder groups to maximize revenues and to protect revenues.

The Customer Service Center and Violation Processing System facilitates the accurate and efficient collection of toll revenue and violation recovery revenue that combine to represent more than $1.4 billion on an annual basis. The Customer Service Center and Violation Processing System also facilitates the provision of customer services to more than 1.6 million daily drivers, enabling I-PASS customers to manage their I-PASS accounts and violation recipients to review, pay, or dispute their violations. This system also facilitates the Tollway’s participation in the world’s largest interoperable toll collection system operating in 15 states and representing nearly $300 million in annual tolling revenues.

Version 7.01 Page 4 of 9

Bulletin Reference Number 19-557THA-BUSSY-B-2703

Requesting Agency/University Illinois State Toll Highway Authority

2. Provide a list and describe in detail the specifications required to satisfy the need:

The required work within this sole source contract includes the following:

1) One-time credit card processor vendor change: $7.0M Key estimated milestones and costs:

a. Design, build, and implement message exchanges between ATS and First Data and tokenization for the self-service website and SAP (including SAP middleware between CRM and ECC modules) -- $1.5M

b. Build and implement message and file exchanges for credit card authorization, batch settlement, and account update process -- $2.5M

c. Product test, regression test, and certify changes with First Data -- $1.5M

d. Develop a conversion of credit card tokens from Vantiv to First Data, and manage the execution of that conversion during cutover -- $500K

e. Manage the deployment of 400 new pin pads during cutover -- $500K

f. Design, build, and implement report modifications -- $500K

2) Ongoing enhancements for security, compliance, cost-savings, revenue enhancements, and operational efficiencies: $3.0M

a. New lanes: Approximately 40 lanes planned through October 2019; approx. $10K per new lane. Estimate $400K Key estimated milestones and costs for each lane:

1. Build and test updated fare schedule in each relevant database.

2. Build and test updated interface with host, from transaction through violation notice.

b. New technologies and vendors to integrate: Necessary for new technologies that could include lane-level vehicle classification technology and back-office workstation operating system upgrades. Estimate $750K Key estimated milestones and costs:

1. Design for new technology -- $250K

2. Build and implement for new technology -- $250K

3. Test and monitor new technology -- $250K

c. Security upgrades of component software: Necessary if a major threat is identified that requires more than basic patching.

Estimate $200K Key estimated milestones and costs:

1. Test -- $100K

2. Implement -- $75K

3. Monitor -- $25K

d. New violation structures and new account fees: Necessary if Board (and, in some cases, JCAR) introduces things like account fees, elimination of E-ZPass discount, introduction of Search by Plate fee, extension of grace period toll timeline, etc. Estimate $1.5M Key estimated milestones and costs:

1. Design for new technology -- $500K

2. Build and implement for new technology -- $500K

3. Test and monitor new technology -- $500K

e. New reports and screens: Necessary if new audit or operations needs require new reports and/or screens. Estimate $150K Key estimated milestones and costs:

1. Design for new technology -- $50K

2. Build and implement for new technology -- $50K

3. Test and monitor new technology -- $50K

Version 7.01 Page 5 of 9

Bulletin Reference Number 19-557THA-BUSSY-B-2703

Requesting Agency/University Illinois State Toll Highway Authority

3. Provide detail explaining the justification selected in Section IV to explain why the requested supplies or services are the only ones available that can satisfy the agency or university requirements?

This is the Tollway's revenue engine and is the result of proprietary custom coding to design a system to meet the Tollway's specific needs. The revenue engine we have in place was the result of a competitive procurement process, and the result has been a significant growth in revenues achieved through our custom and proprietary system designed for those purposes.

A different procurement method would involve a new competitive procurement which requires an additional investment of $1 million to write the RFP and at least another $80 million to launch a new system. The Tollway's $80 million investment in this tolling technology has been substantial, and the money and effort to replace it is likewise substantial. The Tollway needs to maximize its return on the investment before the search for a replacement can start (anticipated in 2020).

The Tollway has a fiduciary responsibility to its many stakeholder groups to maximize revenues and to protect revenues.

4. What are the unique features of the supplies or services that are not available in any other product or by any other vendor? Provide specific quantifiable factors/qualifications:

There is no other tolling product -- at this moment in time, at least -- that could offer all that functionality we have put into place at the volumes of transactions we generate. No other toll organization has anything nearly as extensive as what we have in place to address our unique business model. Our SAP solution is the only option for a revenue engine in the immediate future and is critical to the collection of tolls and our entire business process.

When we make changes to enhance our revenues, manage our costs, or enhance customer service, we must make these changes to ATS -- our revenue engine -- itself. It involves proprietary code, and there is no other product, that could achieve the same ends.

5. Has the Agency or University considered alternative supplies or services to satisfy their need? Yes No

5a. If no, why weren't alternatives evaluated?

Accenture has built and maintains a proprietary tolling technology system unique to the Tollway's needs, and Accenture has configured, customized, and combined multiple SAP modules in a manner unique to the Tollway's needs. Accenture is the sole source provider of the necessary additional programming and maintenance that will further integrate and update Tollway systems most efficiently and securely.

6. Are there resellers or distributors?

Yes No N/A

Version 7.01 Page 6 of 9

Bulletin Reference Number 19-557THA-BUSSY-B-2703

Requesting Agency/University Illinois State Toll Highway Authority

7. What efforts were made to get the best possible price (i.e. did the agency/university negotiate) and how did you determine the price for this purchase is considered fair and reasonable?

ATS is based on a very competitive procurement. The prices we receive on enhancements to the core, competitively bid product, are discussed, and often refined, with the input of our other tolling technology partners.

Other important data points that indicate the value of our enhancements approach:

• Gartner’s Magic Quadrant 2018 for SAP Application Services indicates that Accenture provides the highest value. This Magic Quadrant defines value as a mix of scope of service, delivery structure, intellectual property (IP), roles and responsibilities, service metrics and levels, terms and conditions, and pricing model. Gartner also publishes further research that supports the benefits of the Tollway’s third-party model for application management, including enhancements. According to Gartner, this third-party model typically reduces associated costs by 30% to 50%.

• As a full agency, we spend approximately $40 million for technology-related equipment, including data storage servers, computer hardware/software needs, Web/e-commerce and network infrastructure systems, as well as other similar program needs, agencywide.

- The represents approximately $0.03 per dollar collected.

- This represents approximately 2.8% of annual revenues.

Based on a 2016 study (“How Do You Know IT Costs Too Much?”, CFO.com), we are on the low end of spending for what we do. On the lowest end, the transportation industry is benchmarked in this study at 2.6% for transportation industry. However, lots of transportation is not fee-based like we are, and thus not technology-dependent for a revenue engine like we are. The business services category in this study is benchmarked at 3.7%, which is more representative of our electronic tolling model, as we effectively provide banking services millions of people’s tolling funds. Given that we still fall near the transportation industry benchmark is indicative of our cost-conscious approach to technology.

• The electronic tolling software market continues to undergo tremendous change. The Tollway is one of the few major toll organizations that has been able to almost double its revenue without significant revenue impact, which is being experienced (and covered extensively in the press) by customers of Conduent and Cubic (other major tolling solutions). The other two major tolling technology providers are experiencing other major issues both legally and technologically. In the tolling industry, Illinois is considered incredibly well-positioned to continue growing in dollars and transactions, with extremely limited technology risks based on the scalability of the solution, the depth and scalability of Accenture as an organization, and the significant cybersecurity enhancements we have introduced.

8. Will this purchase obligate the State to this vendor for future purchases such as maintenance, licensing or continuing need?

Yes No

8a. If yes, please provide details regarding future obligations and/or needs:

Since implementation in late 2016, the Customer Service Center and Violation Processing System has introduced a number of important advancements. It significantly expanded online account management options, customer correspondence channels, and toll payment options. It automated a number of important processes to help increase efficiency and eliminate human errors. It also enabled the introduction of new tolling rules for Illinois Route 390 and the transponder incentive program. Finally, it offered significant security enhancements that have helped the Tollway maintain strong customer service delivery in a new era of cybersecurity.

The Customer Service Center and Violation Processing System is a significant revenue infrastructure that already provides foundation of the Tollway's revenue capacity. It is architected to enable continued innovations and expansions: new roadways, new third-party operators, new interoperable partners, new customer service programs, and new lane technologies. Future needs may require the integration of new roadways, new third-party operators, new interoperable partners, new customer service programs, and new lane technologies as a result of Tollway solicitations and strategic initiatives.

9. What will be the financial or other impact to the State if this sole source is not approved and a competitive bid is required?

The Tollway will not be able to continue with projects, such as the integration of the new, competitively bid credit card processor. This will place the Tollway at risk for interrupted or diminished revenues.

Version 7.01 Page 7 of 9

Bulletin Reference Number 19-557THA-BUSSY-B-2703

Requesting Agency/University Illinois State Toll Highway Authority

10. Is there any additional information you would like to add to justify this sole source?

N/A

Version 7.01 Page 8 of 9

Bulletin Reference Number 19-557THA-BUSSY-B-2703

Requesting Agency/University Illinois State Toll Highway Authority

Section VII

Requesting Department Representative

Requesting Department Signature Required

I know and understand the contents of this Sole Source Justification and attest that all statements are true and correct and the fairness and reasonableness of the price was adequately confirmed.

Date Aug 22, 2018

Printed Name Shana A. Whitehead E-mail Address swhitehead@getipass.com

Phone Number 630-241-6800 x4301

State Agency Bureau/Division Head or University Purchasing Director Approval and Signature Required

I know and understand the contents of this Sole Source Justification and attest that all statements are true and correct and the fairness and reasonableness of the price was adequately confirmed. (All prior form fields will lock once this e-signature is completed)

E-mail Address jdonato@getipass.com

Phone Number 630-241-6800 x2680 Date Aug 23, 2018

Printed Name John Donato

Agency Bureau/Division Head or University Purchasing Director and Not a Designee

SPO Approval and Signature Required

I have reviewed and understand the contents of this Sole Source Justification and agree with the State Agency or University determination.

I have reviewed and understand the contents of this Sole Source Justification and do not agree with the State Agency or University determination. As a result, the State Agency or University must explore other sourcing methods to satisfy their need.

State Purchasing Officer Signature Phone Number 217-524-1704 Date 8-27-18

Printed Name Kylie D. Carter E-mail Address kylie.carter@illinois.gov

Version 7.01 Page 9 of 9

Bulletin Reference Number 19-557THA-BUSSY-B-2703

Requesting Agency/University Illinois State Toll Highway Authority

Sole Source Justification Form - Part II Section I - General Information

Project Title Toll Technology Revenue Enhancements

Vendor Accenture LLP

Initial Date of Procurement Bulletin Posting

Was a Sole Source hearing held per 30 ILCS 500/20-25?

Yes - Complete Section II and III below (Section II will only be visible when this option is selected)

No - Section II not required, go to Section III below Section III - CPO Approval and Signature Required

Based on my review, I authorize the Agency/University to proceed in accordance with the published Notice referenced above.

Based upon my review, I authorize the Agency/University to proceed with the following Changes.

Based on my review, the Agency/University is not authorized to proceed with this sole source as presented and my recommendation is that it be cancelled.

Other

CPO Signature CPO Phone 217-558-2231

Printed Name Ellen H. Daley Date

CPO E-mail Ellen.H.Daley@Illinois.gov

Version 7.01 Page of Sole Source Justification Form - Part I Section I - General Information Will this Sole Source amend a Professional or Artistic Services contract?

If yes, what was the original contract value?

*Sole Source may not be used for amendments for Professional or Artistic Services if the amendment would increase the value by more than 5% of the initial award or extend the term by more than 60 days.

Section II - Proposed Term If a Term Contract, does the term, including renewals, exceed 12 months?

If yes, provide a detailed justification including any economic benefit received for agreeing to a multi-year term:

Section III - Funding Source Select the type of funding to be used (Check all that apply):

Section IV - Sole Source Justification Are there secondary justification(s) for this sole source?

Section V - Purchase History Has the Agency or University Purchased these supplies or services in the past?

Term Term From Term To Value Description Contract Number Type Section VI - Business Rationale

1. Provide a detailed explanation of the need for the supplies or services:

2. Provide a list and describe in detail the specifications required to satisfy the need:

3. Provide detail explaining the justification selected in Section IV to explain why the requested supplies or services are the only ones available that can satisfy the agency or university requirements?

4. What are the unique features of the supplies or services that are not available in any other product or by any other vendor? Provide specific quantifiable factors/qualifications:

5. Has the Agency or University considered alternative supplies or services to satisfy their need?

5a. If yes, name the alternative vendors whose supplies or services were evaluated:

5b. If yes, what were the alternatives for each vendor and why were they unacceptable? Be specific with regard to features, characteristics, requirements, capabilities and compatibility:

5c. Explain how the market evaluation was conducted?

*This evaluation is to determine available options within a market. If the evaluation is to determine quality or best suited option, this is not the appropriate source selection. Under no circumstances shall the evaluation consist of testing alternative options. These activities must be conducted in a competitive transparent environment (i.e. IFB or RFP).

5a. If no, why weren't alternatives evaluated?

6. Are there resellers or distributors?

7. What efforts were made to get the best possible price (i.e. did the agency/university negotiate) and how did you determine the price for this purchase is considered fair and reasonable?

8. Will this purchase obligate the State to this vendor for future purchases such as maintenance, licensing or continuing need?

8a. If yes, please provide details regarding future obligations and/or needs:

9. What will be the financial or other impact to the State if this sole source is not approved and a competitive bid is required?

10. Is there any additional information you would like to add to justify this sole source?

Section VII Requesting Department Signature Required I know and understand the contents of this Sole Source Justification and attest that all statements are true and correct and the fairness and reasonableness of the price was adequately confirmed.

State Agency Bureau/Division Head or University Purchasing Director Approval and Signature Required I know and understand the contents of this Sole Source Justification and attest that all statements are true and correct and the fairness and reasonableness of the price was adequately confirmed. (All prior form fields will lock once this e-signature is completed) SPO Approval and Signature Required Sole Source Justification Form - Part II Section I - General Information Was a Sole Source hearing held per 30 ILCS 500/20-25?

Section II - Sole Source Hearing Details The State posted to the Illinois Procurement Bulletin a description of the State's need, the justification for the sole source decision, and information regarding the opportunity to submit comments and testify at a public hearing. Notice of the hearing was also posted outside of the hearing room 48 hours prior to the hearing.

The public hearing was conducted for the purpose of receiving testimony regarding the sole source determination. The Hearing Officer recommends the following:

The following relevant documents are attached:

Section III - CPO Approval and Signature Required 9.0.0.2.20101008.1.734229 Ellen.H.Daley@Illinois.gov

Accenture has built and maintains a proprietary tolling technology system unique to the Tollway's needs, and Accenture has configured, customized, and combined multiple SAP modules in a manner unique to the Tollway's needs. Accenture is the sole source provider of the necessary additional programming and maintenance that will further integrate and update Tollway systems most efficiently and securely. The result of this additional technology and increased maintenance will be enhanced revenue collection, enhanced revenue security, and enhanced efficiency for the Tollway.

Technology infrastructure represents an investment that is built upon. Leveraging what the Tollway has in place is the most cost-effective, efficient, and ultimately productive approach to continuing and enhancing revenue collection and management, as well as the customer service on which that revenue depends.

A different procurement method would involve a new competitive procurement which requires an additional investment of $1 million to write the RFP and at least another $80 million to launch a new system. The Tollway's $80 million investment in this tolling technology has been substantial, and the money and effort to replace it is likewise substantial. The Tollway needs to maximize its return on the investment before the search for a replacement can start (anticipated in 2020).

The Tollway has a fiduciary responsibility to its many stakeholder groups to maximize revenues and to protect revenues.

The Customer Service Center and Violation Processing System facilitates the accurate and efficient collection of toll revenue and violation recovery revenue that combine to represent more than $1.4 billion on an annual basis. The Customer Service Center and Violation Processing System also facilitates the provision of customer services to more than 1.6 million daily drivers, enabling I-PASS customers to manage their I-PASS accounts and violation recipients to review, pay, or dispute their violations. This system also facilitates the Tollway’s participation in the world’s largest interoperable toll collection system operating in 15 states and representing nearly $300 million in annual tolling revenues.

Q2Answer: The required work within this sole source contract includes the following:

1) One-time credit card processor vendor change: $7.0M Key estimated milestones and costs:

a. Design, build, and implement message exchanges between ATS and First Data and tokenization for the self-service website and SAP (including SAP middleware between CRM and ECC modules) -- $1.5M

b. Build and implement message and file exchanges for credit card authorization, batch settlement, and account update process -- $2.5M

c. Product test, regression test, and certify changes with First Data -- $1.5M

d. Develop a conversion of credit card tokens from Vantiv to First Data, and manage the execution of that conversion during cutover -- $500K

e. Manage the deployment of 400 new pin pads during cutover -- $500K

f. Design, build, and implement report modifications -- $500K

2) Ongoing enhancements for security, compliance, cost-savings, revenue enhancements, and operational efficiencies: $3.0M

a. New lanes: Approximately 40 lanes planned through October 2019; approx. $10K per new lane. Estimate $400K Key estimated milestones and costs for each lane:

1. Build and test updated fare schedule in each relevant database.

2. Build and test updated interface with host, from transaction through violation notice.

b. New technologies and vendors to integrate: Necessary for new technologies that could include lane-level vehicle classification technology and back-office workstation operating system upgrades. Estimate $750K Key estimated milestones and costs:

1. Design for new technology -- $250K

2. Build and implement for new technology -- $250K

3. Test and monitor new technology -- $250K

c. Security upgrades of component software: Necessary if a major threat is identified that requires more than basic patching.

Estimate $200K Key estimated milestones and costs:

1. Test -- $100K

2. Implement -- $75K

3. Monitor -- $25K

d. New violation structures and new account fees: Necessary if Board (and, in some cases, JCAR) introduces things like account fees, elimination of E-ZPass discount, introduction of Search by Plate fee, extension of grace period toll timeline, etc. Estimate $1.5M Key estimated milestones and costs:

1. Design for new technology -- $500K

2. Build and implement for new technology -- $500K

3. Test and monitor new technology -- $500K

e. New reports and screens: Necessary if new audit or operations needs require new reports and/or screens. Estimate $150K Key estimated milestones and costs:

1. Design for new technology -- $50K

2. Build and implement for new technology -- $50K

3. Test and monitor new technology -- $50K Q3Answer: This is the Tollway's revenue engine and is the result of proprietary custom coding to design a system to meet the Tollway's specific needs. The revenue engine we have in place was the result of a competitive procurement process, and the result has been a significant growth in revenues achieved through our custom and proprietary system designed for those purposes.

A different procurement method would involve a new competitive procurement which requires an additional investment of $1 million to write the RFP and at least another $80 million to launch a new system. The Tollway's $80 million investment in this tolling technology has been substantial, and the money and effort to replace it is likewise substantial. The Tollway needs to maximize its return on the investment before the search for a replacement can start (anticipated in 2020).

The Tollway has a fiduciary responsibility to its many stakeholder groups to maximize revenues and to protect revenues.

Q4Answer: There is no other tolling product -- at this moment in time, at least -- that could offer all that functionality we have put into place at the volumes of transactions we generate. No other toll organization has anything nearly as extensive as what we have in place to address our unique business model. Our SAP solution is the only option for a revenue engine in the immediate future and is critical to the collection of tolls and our entire business process.

When we make changes to enhance our revenues, manage our costs, or enhance customer service, we must make these changes to ATS -- our revenue engine -- itself. It involves proprietary code, and there is no other product, that could achieve the same ends.

Other important data points that indicate the value of our enhancements approach:

• Gartner’s Magic Quadrant 2018 for SAP Application Services indicates that Accenture provides the highest value. This Magic Quadrant defines value as a mix of scope of service, delivery structure, intellectual property (IP), roles and responsibilities, service metrics and levels, terms and conditions, and pricing model. Gartner also publishes further research that supports the benefits of the Tollway’s third-party model for application management, including enhancements. According to Gartner, this third-party model typically reduces associated costs by 30% to 50%.

• As a full agency, we spend approximately $40 million for technology-related equipment, including data storage servers, computer hardware/software needs, Web/e-commerce and network infrastructure systems, as well as other similar program needs, agencywide.

- The represents approximately $0.03 per dollar collected.

- This represents approximately 2.8% of annual revenues.

Based on a 2016 study (“How Do You Know IT Costs Too Much?”, CFO.com), we are on the low end of spending for what we do. On the lowest end, the transportation industry is benchmarked in this study at 2.6% for transportation industry. However, lots of transportation is not fee-based like we are, and thus not technology-dependent for a revenue engine like we are. The business services category in this study is benchmarked at 3.7%, which is more representative of our electronic tolling model, as we effectively provide banking services millions of people’s tolling funds. Given that we still fall near the transportation industry benchmark is indicative of our cost-conscious approach to technology.

• The electronic tolling software market continues to undergo tremendous change. The Tollway is one of the few major toll organizations that has been able to almost double its revenue without significant revenue impact, which is being experienced (and covered extensively in the press) by customers of Conduent and Cubic (other major tolling solutions). The other two major tolling technology providers are experiencing other major issues both legally and technologically. In the tolling industry, Illinois is considered incredibly well-positioned to continue growing in dollars and transactions, with extremely limited technology risks based on the scalability of the solution, the depth and scalability of Accenture as an organization, and the significant cybersecurity enhancements we have introduced.

The Customer Service Center and Violation Processing System is a significant revenue infrastructure that already provides foundation of the Tollway's revenue capacity. It is architected to enable continued innovations and expansions: new roadways, new third-party operators, new interoperable partners, new customer service programs, and new lane technologies. Future needs may require the integration of new roadways, new third-party operators, new interoperable partners, new customer service programs, and new lane technologies as a result of Tollway solicitations and strategic initiatives.