Contract Renewal-Customer Service Center and Violation Processing Center

The Illinois Tollway is renewing a two-year contract with Accenture LLP for customer service center and violation processing system services. The contract was procured through the Invitation for Bid process and awarded to the lowest priced responsive and responsible bidder. The contract includes a total award amount of $17,620,000 for the two-year term, with two one-year renewal options. The key objectives are to provide customer service and violation processing services to the Tollway. Accenture LLP was required to demonstrate experience and qualifications in these service areas. The solicitation received five responding bidders, including 3M Transcore, Xerox, and Kapsch, who were unsuccessful.

The contract includes a 4% Business Enterprise Program utilization requirement, but no Veteran Business Program utilization was noted. The incumbent vendor is Accenture LLP, who will be required to integrate their existing infrastructure and technology with the Tollway's systems. The contract renewal is posted for the Dupage County jurisdiction within the state of Illinois.