STATE OF MARYLAND

MARYLAND TRANSPORTATION AUTHORITY (MDTA)

REQUEST FOR PROPOSALS (RFP)

DEBT COLLECTION SERVICES FOR OUT OF STATE TOLLS

AND VIOLATIONS

RFP NUMBER SV-00211711

BPM059513

ISSUE DATE: OCTOBER 27, 2026

A Prospective Offeror that has received this document from a source other than eMarylandMarketplace Advantage (eMMA) https://procurement.maryland.gov should register on eMMA https://emma.maryland.gov/

MINORITY BUSINESS ENTERPRISES ARE ENCOURAGED TO RESPOND TO THIS

SOLICITATION.

https://procurement.maryland.gov/ https://emma.maryland.gov/

Debt Collection Services for Out of State Tolls and Violations Solicitation #: SV-00211711

RFP Document

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STATE OF MARYLAND

MARYLAND TRANSPORTATION AUTHORITY (MDTA)

KEY INFORMATION SUMMARY SHEET

Request for Proposals

Services Contract –Debt Collection Services for Out of State Tolls and Violations

Solicitation Number:

SV-00211711

RFP Issue Date: October 27, 2026

RFP Issuing Office: MARYLAND TRANSPORTATION AUTHORITY (MDTA)

Procurement Officer:

Agnes Vadasz 2310 Broening Highway Baltimore, MD 21224

Email:

Phone Number:

avadasz@mdta.state.md.us and mdtaprocurement@mdta.state.md.us 410-537-7811

Proposals are to be sent to:

MDTA Point Breeze Facility Division of Procurement 2310 Broening Highway Baltimore, MD 21224 Attention: Agnes Vadasz mailto:avadasz@mdta.state.md.us

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Pre-Proposal Conference:

A Pre-Proposal Conference will be held at Maryland Transportation Authority (MDTA) on November 10, 2026, at 2:00 PM Local Time via Microsoft TEAMS and in person for interested Offerors at:

In-Person Maryland Transportation Authority (MDTA) 2310 Broening Highway Baltimore, MD 21224

Virtual Microsoft Teams Join:

https://teams.microsoft.com/meet/217459941950003?p=dQK VWWKAHAuq4ESr9i Meeting ID: 217 459 941 950 003 Passcode: un6Vk3UU

Need help? | System reference Dial in by phone +1 443-409-5228,,803869319# United States, Edgewood Find a local number Phone conference ID: 803 869 319#

See Section 4.3 for additional details.

See Attachment 2 to RSVP by November 9, 2026

Questions Due Date and Time:

Please direct all questions to the Procurement Officer at the e-mail addresses identified above no later than November 16, 2026, 2:00 PM Local Time.

Proposal Due (Closing) Date and Time:

December 15, 2026, at 2:00 PM Local Time Local Time See Section 5.2 for additional details.

Offerors are reminded that a completed Feedback Form is requested if a no-proposal decision is made (see Attachment 1 - No Bid/Offer Notice/Vendor Feedback Form).

https://teams.microsoft.com/meet/217459941950003?p=dQKVWWKAHAuq4ESr9i https://teams.microsoft.com/meet/217459941950003?p=dQKVWWKAHAuq4ESr9i https://aka.ms/JoinTeamsMeeting?omkt=en-US https://teams.microsoft.com/l/meetup-join/19%3ameeting_YmE5ZmRlZTgtMGJlMS00OTA5LTg3MTEtMTUwZTg4YjIwOTUw%40thread.v2/0?context=%7b%22Tid%22%3a%22b38cd27c-57ca-4597-be28-22df43dd47f1%22%2c%22Oid%22%3a%22a5bac6b6-5b15-49a7-a34b-0457d72faf27%22%7d tel:+14434095228,,803869319 https://dialin.teams.cloud.microsoft/bf475622-ba25-438e-9483-abd330e2c794?id=803869319

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MBE

Subcontracting Goal:

N/A

VSBE

Subcontracting Goal:

N/A

Procurement Method:

A Contract will be awarded in accordance with the Competitive Sealed Proposals method under COMAR 21.05.03.

Multiple or Alternate Proposals:

Multiple or alternate Proposals will not be accepted.

Contract Type: Firm Fixed Unit Prices with Indefinite Quantities

Contract Duration: Three (3) year base period with one (1) two 2-year Option period

Primary Place of Performance:

As agreed, between the MDTA and the Contractor.

CSB Designation: No

Federal Funding: No

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TABLE OF CONTENTS – RFP

1 Minimum Qualifications

1.1 Offeror Minimum Qualifications

2 Contractor Requirements: Scope of Work

2.1 Summary Statement

2.2 Background and Purpose

2.3 Contractor Responsibilities and Tasks

2.4 Information Technology

2.5 Experience and Personnel

2.6 Substitution of Personnel

2.7 Deliverables

2.8 Optional Features or Services, Future Work

2.9 Service Level Agreement (SLA)

2.10 Performance Bond Notice

3 Standard Terms and Conditions

3.1 Contract Initiation Requirements

3.2 End of Contract Transition

3.3 Invoicing

3.4 Reductions for Non-Performance or Failure to Meet Standards

3.5 Liquidated Damages

3.6 Problem Escalation Procedure

3.7 Work Orders

3.8 Payments by Electronic Funds Transfer

3.9 Prompt Payment Policy

3.10 Federal Funding Acknowledgement

3.11 Conflict of Interest Affidavit and Disclosure

3.12 Non-Disclosure Agreement

3.13 Maryland Healthy Working Families Act Requirements

3.14 The State of Maryland’s Commitment to Purchasing Environmentally Preferred

Products and Services (EPPs)

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3.15 Insurance Requirements

3.16 Non-Compete Clause Prohibition

3.17 Additional Clauses

4 Proposal Submission Information and Instructions

4.1 eMaryland Marketplace Advantage (eMMA)

4.2 Electronic Means

4.3 Pre-Proposal Conference

4.4 Questions

4.5 Proposal Due (Closing) Date and Time

4.6 Economy of Preparation

4.7 Public Information Act Notice

4.8 Oral Presentation

4.9 Duration of Proposals

4.10 Revisions to the RFP

4.11 Cancellations

4.12 Incurred Expenses

4.13 Protest/Disputes

4.14 Offeror Responsibilities

4.15 Acceptance of Terms and Conditions

4.16 Compliance with Laws/Arrearages

4.17 Verification of Registration and Tax Payment

4.18 False Statements

4.19 Electronic Procurements Authorized

5 Proposal Format

5.1 Two-Part Submission

5.2 Proposal Delivery and Packaging

5.3 Volume I - Technical Proposal

5.4 Volume II – Financial Proposal

6 Evaluation and Selection Process

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6.1 Evaluation Committee

6.2 Technical Proposal Evaluation Criteria

6.3 Financial Proposal Evaluation Criteria

6.4 Reciprocal Preference

6.5 Selection Procedures

6.6 Documents Required upon Notice of Recommendation for Contract Award

RFP Attachments (Table B)

7 RFP Appendices and Exhibits

7.1 Appendices (Table C)

7.2 Exhibits (Table D)

8. Exhibit 2 Sample Contract ………………………………………………………..….110

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1 Minimum Qualifications

1.1 Offeror Minimum Qualifications

The Offeror must document in its Proposal that it satisfies the following Minimum Qualifications:

1.1.1 Experience. The Offeror (or Proposer or Contractor), as a firm or business, shall have a minimum of three (3) years of experience providing services that are similar in scope to those described in this RFP. Experience of individual personnel in the business shall not count cumulatively towards meeting the required three (3) years of experience for the Contractor as a business. Relevant experience shall include work for a government toll agency with at least 350,000 collection Accounts per year referred to the Offeror. The Offeror must supply the required documentation noted below as proof of experience.

A. The Offeror shall provide with its Proposal “Attachment L Reference Checks” with a minimum of three (3) references from customers within the most recent five (5) years, that, when combined, are capable of attesting to the years of experience. At a minimum, one (1) of the references shall attest to the experience with a government toll agency with at least 350,000 collection Accounts per year.

1.1.2 Licensing. The Offeror must be licensed in Maryland by the Department of Labor, Licensing & Regulation’s Commissioner of Financial Regulation as a Collection Agency under Business Regulation Article, Title 7 of the Annotated Code of Maryland.

A. The Contractor’s collection procedures shall also comply with all applicable laws in accordance with Section 4.16 of this RFP, including but not limited to satisfying any applicable licensing requirements for other states. Proof of licensing in other states may be required after the Contract Notice to Proceed (NTP) at any time throughout the duration of the Contract.

B. As proof of meeting this requirement, the Offeror shall provide with its Proposal, a copy of the firm’s current certificate issued by the Maryland Department of Labor evidencing the Offeror’s certification as a Collection Agency. This license shall be kept current throughout the term of the Contract and forwarded to the Contract Monitor or Designee, annually on the anniversary of the NTP date.

1.1.3 PCI Compliant Certification. The Offeror must be certified as Payment Card Industry (PCI) compliant. See Section 2.4.5.3 for additional details.

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A. As proof of meeting this requirement, the Offeror shall provide attestation/evidence of appropriate PCI compliance, and proof of its good standing with the Association of Credit and Collection Professionals.

1.1.4 Payment Processing Capability. The Offeror shall demonstrate the capability to accept and process electronic and payment-card transactions through, or in a manner compatible with, the Maryland State Treasurer’s Office’s then-current merchant-services contractor and payment-processing platform, currently Truist/Govolution. The Contractor shall complete all required configuration, integration, testing, certifications, and approvals before commencement of collection services and shall maintain such compatibility throughout the Contract term, including compatibility with any successor platform designated by the Maryland State Treasurers office.

A. As proof of meeting this requirement, the Offeror shall provide with its Proposal, attestation to agree to integrate the transactions to comply with the Truist/Govolution payment processing capabilities at the Contractor’s expense.

THE REMAINDER OF THIS PAGE IS INTENTIONALLY LEFT BLANK.

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2 Contractor Requirements: Scope of Work

2.1 Summary Statement

This Request for Proposals (RFP) is issued to procure the goods or services, as specified in this Section 2, from a Contract between the selected Offeror(s) and the Maryland Transportation Authority (MDTA). Services to be performed include out-of-state debt collections for delinquent toll payments and any other debt owed to the MDTA by owners of out-of-state registered vehicles. Out-of-State registered vehicles include vehicles registered in any U.S. state other than the State of Maryland, the District of Columbia, US territories, Canadian provinces and Mexican states.

It is the MDTA’s intention to obtain goods and services, as specified in this RFP, from a Contract between the selected Offeror and the MDTA.

The MDTA intends award one Contract as a result of this RFP. See RFP Section

6.5 Selection Procedures for more Contract award information.

A Contract award does not ensure a Contractor will receive all or any MDTA business under the Contract.

2.2 Background and Purpose

2.2.1 MDTA Background and Facilities

Established in 1971, the MDTA is an independent State agency responsible for constructing, managing, operating and improving the State’s toll facilities, as well as for financing new revenue-producing transportation projects. The MDTA acts on behalf of but is separate from the Maryland Department of Transportation.

The MDTA is a non-budgeted State agency and does not receive money from the State’s General Fund or the Transportation Trust Fund.

The MDTA toll facilities include four bridges, two tunnels and two highways and serve as important high-volume links in the Mid-Atlantic portion of the I-95 corridor and the densely populated Baltimore-Washington region.

The MDTA’s facilities include:

• Fort McHenry Tunnel (I-95 & I-395): 1.4 mile, 8-lane tunnel that crosses under the Patapsco River, plus 10.3 miles of roadway surrounding the tunnel (tolls collected in both directions);

• John F. Kennedy Memorial Highway (I-95): 50-mile section of I-95 from Baltimore City to Delaware (tolls collected in the northbound direction only at the Susquehanna River toll plaza), including I-95 Express Toll Lanes (ETL): 8-mile all-electronic, congestion managed toll highway just north of Baltimore (peak and off-peak toll rates);

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• Baltimore Harbor Tunnel (I-895): 1.4-mile, 4-lane tunnel that crosses under the Patapsco River, plus 17 miles of roadway surrounding the tunnel (tolls collected in both directions);

• William Preston Lane Jr. Memorial (Bay) Bridge (US 50/301): 4.3-mile dual-span bridge that crosses the Chesapeake Bay and links Maryland’s Eastern Shore to major metropolitan areas (tolls collected in the eastbound direction only);

• Intercounty Connector (ICC) (MD 200): 17.5-mile, 6-lane all electronic, congestion managed toll highway that links I-270/I-370 in Montgomery County and US 1 in Prince George’s County (higher toll rate during peak travel times (Monday - Friday, 6 a.m. - 9 a.m. and 4 p.m. - 7 p.m.) and reduced toll rate during off-peak and overnight periods);

• Francis Scott Key (FSK) Bridge (I-695): 1.7-mile bridge carrying the Baltimore Beltway across the Patapsco River, plus 9.2 miles of roadway surrounding the bridge (tolls collected in both directions). Note: On March 26, 2024, the main spans and three approach spans of the Key Bridge collapsed after a container ship struck one of the piers. This facility is currently out of service and not collecting tolls; however, it is anticipated to become operational again in 2030;

• Thomas J. Hatem (Hatem) Memorial Bridge: 1.4-mile long, four-lane bridge crossing the Susquehanna River on US 40 in northeast Maryland (tolls collected in the eastbound direction only); and

• Governor Harry W. Nice Memorial/Thomas "Mac" Middleton (Nice) Bridge (US 301): 1.9-mile bridge that carries US 301 across the Potomac River (tolls collected in the southbound direction only).

Historically, the MDTA has experienced difficulty collecting tolls and civil penalties from out-of-state residents. Prior to June 1, 2019, the only recourse the MDTA had to collect debt owed by out of state residents was to refer the unpaid debt to the Maryland Central Collections Unit (CCU). CCU’s collection actions for unpaid tolls and associated civil penalties incurred by non-Maryland residents largely entailed the use of third-party collection agencies. Refer to Appendix 9 for details on historical unpaid tolls and civil penalties incurred by non-Maryland residents.

Legislation passed by the Maryland General Assembly in 2019 authorized the MDTA to conduct out of state collections of video tolls and civil penalties independent of the CCU. The legislation became law and went into effect on June 1, 2019. The MDTA is now acting on the extension of this authority to collect outstanding MDTA toll debt from out-of-state residents. Refer to Maryland Annotated Code, State Finance and Procurement Article, Section 3-302.

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2.2.2 Types of Debt

Currently the MDTA allows customers to pay tolls via E-ZPass, Pay-By-Plate and Video Tolls. E-ZPass transactions are collected at the time of travel. As of August 2020, all MDTA facilities permanently operated with cashless (AET) tolling. In April 2020, the MDTA implemented a new tolling system, allowing customers the option to pay for tolls via registration of their license plate and credit card information (Pay-By-Plate).

The MDTA toll debt includes both registered and unregistered accounts, as well as civil penalty fees and other fees (e.g., returned checked fees).

A. E-ZPass (Registered) Accounts: A pre-paid E-ZPass account goes negative because the customer has not added money manually to the account balance and/or the credit card tied to the account is invalid.

Once an insufficient balance (-$15.00 or greater) has accrued, the MDTA will send a minimum of one (1) notice to the customer to alert them they have a negative balance. After this notice is sent, the unpaid debt will be sent to the Contractor only if the minimum threshold (currently -$15.00 or greater negative account balance) is met and account has not been replenished.

B. Pay-By-Plate (Registered) Account: Customers paying via the Pay-By- Plate method register their license plate and a valid credit card with the MDTA. Tolls are automatically billed to the credit card on file after each toll transaction. If the credit card payment fails, the tolls generally proceed into the Video Toll process. However, if a Notice of Toll Due (NOTD) is not generated, there is potential for a negative balance to exist on a Pay- By-Plate Account. Currently, no notices are sent to Pay-By-Plate customers with negative balances to alert them of the negative balance.

C. Video Tolls (Unregistered) Account: A Video Toll Transaction occurs when a vehicle passes through a Maryland toll facility without making payment via a valid E-ZPass Account or the Pay-By-Plate method.

1. Notice of Toll Due (NOTD): The MDTA bundles customer toll transactions for 7-days and sends a Notice of Toll Due (NOTD) to the registered owner of the vehicle, who has 30 days to pay the toll(s) after the mailing date of the NOTD.

2. Citation: If the vehicle owner fails to either pay the toll amount or transfer liability before the NOTD Due Date, a Toll Violation results and a civil penalty fee of $25.00 is added to each unpaid transaction. A Citation is issued no later than 60 days after the toll transaction becomes a Toll Violation. The customer has 30 days to pay the Citation after the mailing date on the Citation or to contest it

RFP for Maryland Transportation Authority Page 13 of 14 in District Court. Note: The civil penalty fee was $50.00 per transaction prior to July 1, 2020.

3. Past Due/Warning Notice: A Past Due/Warning Notice is issued if the Citation is not paid within 30 days or if the court finds the customer guilty and the penalty remains unpaid.

4. Final Toll Violation Notice (FTVN): A Final Toll Violation Notice (FTVN) is issued if the Past Due Notice is not paid within 15 Days. If payment is not received within 5 days of the due date on the FTVN, which is 15 days after the mail date, the transaction (toll and fees) is eligible to be transferred to the Contractor for collection.

2.2.3 Project Goals

The following are the goals of this solicitation:

A. Maximize debt collections on toll and civil penalty debt and at minimum, remitting the total toll debt to the MDTA.

B. Collect and remit the debt to the MDTA expeditiously.

C. Collect all debts from customers in a legal, fair, and reasonable manner.

D. Educate customers on toll payment alternatives, including E-ZPass, to avoid future debt collection actions by the State.

E. Partner with the MDTA, its agents, and other Contractors in an efficient and effective manner and a spirit of strong communication, cooperation, and collaboration.

2.2.4 Debt Volumes

Debt to be collected under this Contract will be a combination of Backlog debt, dating back to July 2019, and debt generated from current operations (See Appendix 9.) Factors that may affect debt volumes may include traffic growth, toll rates, conversion of unregistered customers to registered customers, and reciprocity agreements with other Tolling Agencies, states or the District of Columbia. Information regarding MDTA debt volumes by MDTA Account type is located in Appendix 9: Out of State Debt Volumes and Statistics.

2.2.5 MDTA Staff and Roles

In addition to the Procurement Officer, the MDTA will provide a Contract Monitor, who will be responsible for Contract Administration and oversight of Contract compliance, and a Program Manager, who will be responsible for oversight of project delivery, day-to-day operations and coordinating with the MDTA and other agencies.

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2.2.6 Other MDTA Responsibilities

A. The MDTA is responsible for providing required information, data, documentation, and test data to facilitate the Contractor’s performance of the work and will provide such additional assistance and services as is specifically set forth.

B. Record and Site Inspections:

1. The MDTA reserves the right, at its discretion, to periodically examine and audit the Contractor’s systems, procedures, internal controls, financial transactions occurring in connection with this Contract, and supporting documentation to verify Contract compliance.

2. The MDTA employees or authorized State officials (e.g., legislative auditors, Attorney General’s Office, etc.) shall have the right to confirm the accuracy of all payment information and the ledger record furnished by the Contractor by contacting Debtors directly and interviewing the Contractor.

3. The MDTA or its agents may periodically audit the Accounts placed with the Contractor to assure that the Contractor is meeting Contract requirements. MDTA employees or authorized State officials (i.e., legislative auditors, Attorney General’s Office, etc.) will have the right to inspect and verify all records in person or electronically relating to the Accounts placed by the MDTA.

4. The Contractor shall allow the Contract Monitor and/or the Contract Monitor’s designees access to the Contractor’s premises for a site inspection as requested upon 10 Business Days’ notice to the Contractor.

2.3 Contractor Responsibilities and Tasks

2.3.1 Placement of Debts and Operational Procedures

2.3.1.1 General

A. The Contractor shall provide Services for E-ZPass, Pay-By-Plate and

Video Toll Accounts, and any other toll debt and fees owed to the MDTA that the MDTA placed with the Contractor. The Contractor shall accept the Placement of all debts assigned by the MDTA for the Debtor(s) who resides out of state. The Contractor is permitted to only collect on debt amounts placed with the Contractor. The Contractor shall perform turn-key, full-service collection services for all out-of-state toll debt and fees placed with the Contractor by the MDTA.

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B. The Contractor shall implement its written plan “Work Plan” (See RFP Section 5.3.2, Tab F) for debt collection in accordance with the Contract/RFP requirements, including any and all proposed enhancements in its Technical Proposal.

C. The MDTA is not obligated to place any debt with the Contractor for the purposes of collection, and reserves the right to use other collection agencies and collection services. The MDTA may issue a Notice of Recall to have a placed debt returned. The MDTA reserves the right to reduce or adjust the amount (i.e. dollar value) placed with the Contractor for collections on an Account at any time and at no additional cost to the

MDTA.

D. The MDTA reserves the right to change the operational procedures and requirements on placed toll debt, as well as protocol, electronic file format, and time-period for the transmission of funds collected by the Contractor at any time during this Contract and at no additional costs to the MDTA with a minimum of thirty (30) days written notice. The Contractor must notify the MDTA in writing and obtain approval if additional time may be required in order to execute the requested changes. The MDTA’s Contract Monitor may authorize changes in processes and/or procedures from time to time as determined by operational needs.

E. The MDTA currently has no existing reciprocity agreements with other states or the District of Columbia for the purposes of providing strong enforcement measures for collecting out of state toll and civil penalty debt. The MDTA reserves the right to enter into reciprocity agreement(s) with other states and the District of Columbia for the purposes of collecting out of state toll and civil penalty debt. For pricing purposes for this Contract, the Offeror shall assume that stronger enforcement measures for out of state debt collections will not be available. However, if stronger enforcement measures become available for out of state debt collections, then the MDTA reserves the right to request an equitable adjustment to decrease the commission rate on said future debts.

2.3.1.2 Software Solution

A. The Contractor’s software solution must be capable of:

1. Accepting, processing, and reporting Accounts;

2. Canceling Accounts;

3. Accepting adjustments, updates and changes to Accounts;

4. Reporting payments received by the Contractor;

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5. Closing Accounts (suspensions, cancellations, paid in full, etc.), which may include Account identification, reason for closure, an indicator if the address or telephone number has been updated, and any information found regarding assets, current employers, bankruptcy, deceased Debtor, and other factors;

6. Providing reports in accordance with Section 2.3.8 Reporting;

7. Documenting entire collection efforts, including skip tracing efforts, if applicable;

8. Recording Account history (e.g., timestamps of account Activities and notations documenting all collections activities); and,

9. Interfacing with the MDTA’s Back-Office System (BOS) via electronic, encrypted data transfer by method(s) and protocols supported by the MDTA.

B. On all debts placed by the MDTA, the Contractor must maintain current, complete, and accurate records of its collection activities including, but not limited to, correspondence (written and electronic) and telephone contacts with Debtors and other parties. These records must be maintained in a system that segregates each type of collection activity so that, if requested, the Contractor can provide the MDTA with a comprehensive summary of collection activity for a Debtor.

C. Web-based Access to Contractor’s System. The Contractor must provide access to its system via a web portal. MDTA staff will have a minimum of full “read-only” access for the purposes of quality monitoring, audits, complaint review, and determining violation status and payment history. The MDTA shall be able to query Account status by various methods, such as license plate (number and state), name, address and other Account-based fields.

2.3.1.3 Debt Placement

A. The MDTA anticipates that each Account referred will be in the amount of at least $15.00 dollars; however, Accounts in any amount may be referred to the Contractor for collection as determined by the MDTA at is sole discretion.

B. The MDTA anticipates referring debt on an Account basis, including a breakdown of toll transactions, civil penalty fees, and other fees with the Account referral.

C. Newly Placed Debts

1. The Contractor shall be capable of accepting batches of new

Account Placements (“Newly Placed Debts”) at least daily. Initially, RFP for Maryland Transportation Authority Page 17 of 18 the MDTA anticipates that Accounts will be transferred to the Contractor on a weekly basis.

2. The Contractor shall begin collection activities on new Account Placements within seven (7) calendar days after the Contractor acknowledges receipt of the new Account Placement. An initial notification (e.g. letter or email, as approved by MDTA) shall be sent to the customer within the aforementioned seven (7) calendar day period.

D. Backlog Debt

1. The Contractor shall be capable of accepting batches of backlog debt after Implementation. The frequency and size of backlog debt files to be transferred to the Contractor shall be jointly agreed upon by the MDTA and the Contractor.

2. Within fifteen (15) business days from NTP, the Contractor shall submit, subject to the MDTA’s approval, a written plan detailing the timeframe and steps for onboarding Backlog Accounts and the strategy and timing on how they will initiate collection activities on all newly received Backlog Accounts.

2.3.1.4 System Interface and Data Exchange

A. The Contractor shall ensure the security of all MDTA files and documents transmitted to the Contractor or with respect to which the Contractor has access.

B. The Contractor shall interface with the MDTA’s Back-Office System (BOS) using a secure, encrypted file transmission method approved by the MDTA (e.g., API(s) and/or secure file exchange).

C. The Contractor shall coordinate with the MDTA to establish the Interface Control Document (ICD) for the system interface(s). The ICD should accommodate all data elements of a toll collection program including new Account Placements, payments, overpayments, financial adjustments, fee waivers, Account recalls, and refunds. The ICD is subject to the MDTA’s review and approval.

D. The Contractor shall be capable of daily file exchanges. The frequency of file exchange shall be detailed in the ICD and is subject to the MDTA’s approval.

E. The Contractor shall acknowledge new Account Placements within 24 hours of the Placement.

F. The Contractor shall report any exceptions occurring during the loading of Accounts into the Contractor’s system. The Contractor shall also report

RFP for Maryland Transportation Authority Page 18 of 19 and correct any out-of-balance errors between the Debtor count and transaction dollar amount as received and loaded into the Contractor’s system.

G. The Contractor shall have a system in place to alert the MDTA if a file is not received as scheduled.

2.3.1.5 Implementation Schedule

A. Within one hundred twenty (120) Calendar Days of NTP, the Contractor must complete, at its sole cost and expense, all Contractor system modifications and testing to accommodate the exchange of Debtor Account information with the MDTA.

B. Within eight (8) Business Days of NTP, the Contractor shall provide a detailed Project Implementation Schedule to meet the 120-day timeline, including milestones, activities, and deliverables with start and finish dates. The Contractor shall submit bi-weekly Project Implementation Schedule updates until implementation. If any schedule indicates a risk of delay, the Contractor shall submit a corrective action plan detailing the causes, risk assessment, and remediation strategies to return to the original schedule or formally revise it.

1. A minimum of ten (10) business days shall be included in the schedule for MDTA review of each documentation submittal.

C. Implementation will not be allowed without the MDTA’s Approval of system testing and deliverables.

2.3.1.6 Testing and Acceptance

A. The Contractor shall conduct, with full transparency to the MDTA, testing of their system with an interface to the MDTA’s Back-Office System (BOS) test environment. The MDTA’s BOS test environment mimics the production environment to which the Contractor system will interface.

B. The Contractor shall provide a test environment for their system to be used for testing for the life of the Contract.

C. Before commencement of testing, the Contractor shall develop and submit to the MDTA for its review and approval a test plan for all testing activities required to validate the functionality required to interface with the MDTA’s BOS. The test plan shall contain the following, at a minimum:

1. Test schedule

2. Test methods

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3. Test cases and test procedures

4. Entry and exit criteria

5. Pass/fail criteria

6. Test acceptance criteria.

D. At a minimum, the following areas must be successfully tested for the MDTA to accept the Contractor system connectivity and approve its release to the production environment for Implementation:

1. Successfully test scenarios of all transaction types for the exchange of data throughout the lifecycle of the collections process (e.g., New Account Placements, payments, refunds, recalls, etc.).

2. Successfully test the transaction settlement process of all MDTA transactions processed through collections.

E. The Contractor shall complete testing with the MDTA’s BOS in accordance with the approved test plan. All test data generated from this testing shall be submitted to the MDTA. The Contractor shall promptly respond to all questions and/or comments submitted by the MDTA regarding the test data, and if requested by the MDTA, the Contractor shall (at no additional cost to the MDTA) participate in meetings with the MDTA to resolve any questions and issues concerning the test data.

MDTA shall have the right to require the Contractor to retest any or all portions of the integration test in the event of a test failure or a defect is identified by the Contractor and/or the MDTA, and such retesting shall be completed by the Contractor to the MDTA’s satisfaction at no additional cost to the MDTA.

2.3.2 Collections Procedures and Strategies

A. The Contractor shall use collection procedures exclusively in a manner comporting to all applicable federal and state collection and consumer protection acts. Refer to Section 4.16.

B. Collection Procedures and Strategies Document. Prior to commencement of the debt collection services, the Contractor shall provide documentation of its collection procedures and strategies for the MDTA’s approval. The Collection Procedures and Strategies Document shall include at a minimum:

1. Debt collection techniques, explaining any differences between approach to collections on backlog debt compared to Newly Placed Debt. Include data analytics and decision metrics for the stratification of the MDTA’s debt portfolio.

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2. All planned letters, emails, text messages, phone scripts or other messages to be used by the Contractor. Any changes to written communications throughout the Contract require MDTA’s approval.

3. The inquiry and Dispute resolution process, including any needed coordination with the MDTA to ensure customer inquiries Disputes are resolved in a timely manner.

4. Parameters for accepting a compromise settlement (e.g., civil penalty fee reductions) from a Debtor. The parameters for a compromise settlement shall be mutually established by the MDTA and the Contractor, with ultimate approval being at the sole discretion of the MDTA. Debtor requests for compromise settlements that fall outside of the agreed upon parameters approved by the MDTA must be escalated for individual approval by the MDTA prior to being accepted by the Contractor.

5. Payment plan parameters. Refer to Section 2.3.5.5 Payment Plans for Debt Placed with the Contractor for Collections.

C. Text Messages. If the Contractor uses text messages as part of their collections strategy, the text messages shall be in compliance with FDCPA Section 1006.6-1006.42 and shall not be sent via 10-digit long code.

D. Customer Education. In the initial mailing to the Debtor, the Contractor shall insert a buck slip (approximately 3.5 inches x 8.5 inches), printed in color, with educational content regarding toll payment alternatives, including E-ZPass, to avoid future debt collection activities. The Contractor shall be responsible for planning and coordinating the content with the MDTA and for the content preparation, publication, and delivery.

All content and correspondence shall not present E-ZPass in a disparaging manner that may bring ill repute. The MDTA solely reserves the right to approve all E-ZPass content on all customer correspondence.

E. The Contractor shall make contact with MDTA customers under the name of the Collection Agency only and “on behalf of” the MDTA. Under no circumstance shall the Contractor nor any of its employees or subcontractors represent themselves as agents of the MDTA.

F. Credit Bureau Reporting. No action can be taken against a customer that would have an impact on the customer’s credit report.

2.3.3 Customer Address and Contact Information

A. The Contractor shall use skip tracing, locate services and other industry standard methods to locate customer addresses and contact information to be used in the collection effort. Skip tracing methods shall be repeated

RFP for Maryland Transportation Authority Page 21 of 22 as needed to attempt re-delivery of notifications via all delivery methods available (i.e., mail, emails, texts, etc.).

B. The Contractor shall send updated Debtor addresses and contact information to the MDTA via a daily, weekly or monthly file exchange (file exchange frequency to be determined by the MDTA).

2.3.4 Customer Service and Payment Options

A. Payment Methods. The Contractor shall accept the following payment methods, at a minimum: credit card, check, money order. The MDTA encourages the acceptance of alternative payment methods.

B. Fees. The Contractor shall not charge any additional fees to the customer to make a payment. Additionally, the Contractor may not subtract credit or debit card processing fee(s) from the amount of the payer’s debt payment.

C. The Contractor shall provide Debtors with multiple convenient, and secure ways to contact the Contractor to pay their debt and receive answers to questions concerning the debt.

D. The Contractor shall enter an electronic note in its system documenting the date, time and interactions made for every contact with the Debtor, including telephone calls, letters, text messages and emails.

E. Call Center. The Contractor shall establish and maintain a toll-free telephone number through which Debtors may contact the Contractor regarding their Accounts. This toll-free telephone number must be included on all collection correspondence issued by the Contractor in connection with this Contract. Debtors must be able to contact the Contractor by phone and speak to a representative from 8:00 AM to 6:00 PM Eastern Time on normal business days, excluding Federal Holidays.

The Contractor shall provide bilingual call center staff with the ability to speak both English and Spanish, at a minimum.

F. Call Recordings. All calls received by the Contractor must be recorded and maintained for 90 days. Remote login capabilities to the call recording system must be provided to the MDTA for reviewing disputed customer service incidences and for monitoring the quality of customer interactions.

G. IVR. The customer must be able to make payment(s) over the telephone via an Interactive Voice Response (IVR) system during normal business and non-business hours. The Contractor shall provide both English and Spanish versions for the IVR, with the language selectable by the customer.

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1. Customers shall be provided the estimated call wait time while on hold for a Customer Service Representative (CSR).

2. The phone system shall include a callback option that allows customers to request a return call instead of waiting in queue.

H. Website. The Contractor shall provide a website for customers to make payments, provide information, and facilitate interactions. The website shall comply with Americans with Disabilities Act (ADA) and non‐visual access requirements (refer to Section 2.4.7 Nonvisual Access). In addition to providing a way to make a payment, the Contractor’s website shall provide answers to frequently asked questions and the ability to contact the Contractor using a “Contact Us” option.

I. Pay-Directs. The MDTA will accept payment from a Debtor for amounts placed in collections (hereinafter referred to as “Pay -Directs”). The MDTA will notify the Contractor on a daily basis of all direct payments made to the MDTA on Accounts that have been transferred to the Contractor. Notification will be via electronic transfer utilizing an electronic and encrypted file transferred via a method supported by the MDTA.

Upon receipt of the data, the Contractor must update its records within 24 hours to reflect the Debtor’s current balance. If a Debtor claims to have made a Pay-Direct that is not reflected in the files transmitted to the Contractor, the Contractor shall contact the MDTA to confirm payment. If the MDTA determines that a Pay-Direct payment is made, the Contractor shall correct the balance and include the update in the next file transfer.

If the payment cannot be confirmed, the Contractor shall request documentation from the Debtor to verify payment.

J. Incentives and Discount Programs. At no additional cost, the MDTA may require the Contractor to offer system-wide debt reduction, discount, or waiver programs as an incentive for Debtors to resolve outstanding debts and/or to encourage signup for E-ZPass.

2.3.5 Special Handling

2.3.5.1 Debtor Inquiries and Disputes Process

A. The Contractor is responsible for both researching and resolving Debtor inquires and Disputes related to collection activities. Inquiries shall be recorded by the Contractor and issues resolved with the Debtor within two (2) business days of the Contractor’s receipt of the Debtor’s inquiry.

B. If inquiries and Disputes cannot be resolved by the Contractor, the inquiry/Dispute shall be reported and the Account records made available to the MDTA within two (2) business days of the Contractor’s receipt of the Debtor’s inquiry. Then, if the inquiry/Dispute cannot be resolved

RFP for Maryland Transportation Authority Page 23 of 24 within two (2) business days, the Contractor shall provide acknowledgement of the inquiry/Dispute to the Debtor. The Contractor shall suspend all collections activities related to the Debtor Account until the inquiry/Dispute is resolved. The MDTA will supply the Contractor with a copy of the applicable supporting documents for use in resolving the issue. Once in receipt of supporting documents from the MDTA, the Contractor shall resolve the issue with the Debtor within two (2) business days. The Contractor shall not resume any collection activities related to the Debtor Account until the Dispute has been resolved and notification of such resolution has been provided to the MDTA.

C. If an inquiry/Dispute requires a refund or credit, the refund or credit must be issued within five (5) business days.

2.3.5.2 Complaints by a Debtor

A. Anytime one of the MDTA’s Debtors makes a complaint to the Contractor, the BBB or a similar agency, about the manner in which the Contractor is attempting to collect the debt, the Contractor must immediately notify the MDTA. In addition, the Contractor shall notify the MDTA via email the details of such compliant (and include a copy of the complaint, if made in writing) within one (1) business day of the Contractor’s receipt of the complaint. The Contractor shall cooperate with the MDTA in the review of the complaint, including, without limitation, providing any information requested by the MDTA related to collection activities undertaken by the Contractor in connection with the Debtor Account. The Contractor’s collection activities for that debt shall be suspended until all issues raised by the Debtor are addressed and resolved to the MDTA’s satisfaction.

2.3.5.3 Account Recalls and Returns

A. The MDTA may request, at any time and for any reason, the return of a placed debt. The Contractor shall immediately cease collection action on any Account placed with the Contractor upon notification by the MDTA, either written or via the system interface. The Contractor shall close the Account in its system to prevent further Account activities. The Contractor shall return the Account, including, but not limited to, all account data, notes, payment records, and documents, to the MDTA.

B. Such notification to cease debt collection will not affect commissions earned by the Contractor on payments received prior to notice of suspension. The Contractor shall not earn commissions on any payment received by the MDTA on an Account after the MDTA has provided written notification to the Contractor to cease collection action on that Account.

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2.3.5.4 Bankruptcy and Deceased Debtors

A. In any cases when an Account has been placed with the Contractor and that Account becomes the subject of a deceased Debtor, bankruptcy reorganization, any state insolvency, receivership, probate or other proceeding, the Contractor shall immediately, on discovery, stop collections efforts on the Account and immediately refer the Account back to the MDTA with any supporting documentation (e.g., copy of all relevant bankruptcy filings, copy of death certificate, etc.), and no additional commission will be generated on the remaining balance of that Account.

B. The Contractor shall be liable for any damages or injuries resulting from Contractor’s failure to immediately cease collection efforts once advised of deceased Debtor, bankruptcy, reorganization, any state insolvency, receivership, probate or other proceeding once informed in writing.

2.3.5.5 Payment Plans for Debt Placed with Contractor for Collections A. The Contractor shall allow Debtors to make arrangements for payment plans for debt placed with the Contractor. The Contractor shall inform Debtors of its willingness to establish payment plan arrangements by affixing a notification of such on collection notices. The MDTA shall review for acceptance the Contractor’s financial framework utilized when establishing payment plans to ensure consistency and reasonableness for the Debtor and the MDTA. The Contractor shall be responsible for complying with all laws associated with providing payment plans in accordance with the Section 4.16 Compliance with Laws/Arrearages.

B. The MDTA, at its sole discretion, reserves the right to require the Debtor to pay a fee as a percentage of the total amount owed to recover the costs of administering the payment plan (i.e., installment plan) in accordance with COMAR 11.07.07.09. If the MDTA charges the fee to the Debtor, the Contractor’s payment will be based on the pertinent commission rate item applied to the remitted amount to the MDTA of Debtor’s total amount owed plus the amount of the fee remitted:

1. Contractor payment = Commission rate (%) x Dollar Value of Total

Remitted to the MDTA, where

2. Dollar Value of Total Remitted to the MDTA = Tolls remitted + Fees remitted + Payment Plan fees remitted.

2.3.5.6 Uncollectible Accounts

A. The Contractor shall return an Account to the MDTA when an Account is considered uncollectible after having exhausted its normal collection procedures, with a written explanation as to why the Account cannot be pursued.

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B. The Contractor shall return the uncollectible Accounts to the MDTA, in regular intervals, as determined by the MDTA, with Account details, the Contractor’s actions taken to collect on the debt, and a summary of the final results leading to the determination that the Account is Uncollectible on an encrypted electronic file transferred via a method supported by the

MDTA.

2.3.5.7 Litigation

A. The Contractor is prohibited from initiating legal action for any debt placed with them for collections or management of payment plans.

B. Only the Maryland Attorney General’s Office is authorized to file suit on behalf of the MDTA or State of Maryland.

C. Whenever the Contractor has exhausted its normal collection procedures and has determined that further collection procedures will not produce the desired results, and that litigation is necessary to resolve the Account, the Contractor shall forward, in writing, a recommendation to initiate legal action against the Account(s), to the Contract Monitor. The written recommendation shall include all necessary information required by the MDTA, including but not limited to the full name, address, MDTA Account number and Debtor Account number of the responsible party. The MDTA solely reserves the right to determine whether to file suit for litigation. If the suit is filed, the Contractor will return those Accounts requiring litigation to the MDTA. Once judgment is obtained, the Account may be returned to the Contractor for additional collection efforts, to the extent allowable by law.

2.3.5.8 State of Emergency

A. The MDTA may request the Contractor to suspend collection activities in any geographical areas under a State of Emergency. The MDTA will notify the Contractor in writing when the postponement starts and when it is completed, as well as the areas covered.

2.3.6 Monthly Placement Inventory and Reconciliation

A. By the fifth (5th) Business Day of each month, the Contractor shall submit a Collection Agency Statement, which shall summarize all payment and adjustment transactions for the previous month. Additionally, the statement shall provide a current balance for all Placements.

B. The MDTA shall review the Collection Agency Statement in order to determine if discrepancies exist between the MDTA’s Collection Agency Statement and the Contractor’s records. The MDTA shall provide the Contractor with a listing of all discrepancies, and the Contractor shall work with the MDTA to resolve all discrepancies.

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2.3.7 Meetings

A. The Contractor shall schedule a monthly performance meeting with the

MDTA to review prior-month performance and results prior to the 15th day of each month, at no additional cost to the MDTA. During this meeting, the Contractor shall review all of the required monthly reports with the MDTA (refer to Section 2.3.8 Reporting), providing graphical representations (i.e., charts, graphs) for ease of review and discussion of the data.

B. The Contractor shall, upon request by the MDTA, facilitate and participate in meetings with the MDTA to discuss the status of the Contract and the Contractor’s performance. The MDTA shall have the right to submit written questions to the Contractor concerning any items discussed during a meeting and the Contractor shall respond in writing to all questions within ten (10) business days of its receipt thereof. The meetings, reporting activities and correspondence shall be at no additional cost to the MDTA.

2.3.8 Reporting

A. The Contractor shall provide reports on MDTA placed debt at no additional cost to the MDTA. Each report shall be broken down by debt type with a summary for all debt. In addition, the Contractor shall be prepared to provide additional reports, as needed over the term of the Contract, to meet the MDTA’s operational requirements and information needs. The required frequency of submission of the reports will be determined by the MDTA unless otherwise already identified in this RFP.

B. The reports listed in the following table are anticipated to represent MDTA's needs for reports. During system development, the Contractor shall hold workshops to review proposed reports with the MDTA and develop a final suite of reports for…