RFP 160190 Statewide Toll Customer Service Center Operations

The Commonwealth of Virginia is requesting proposals for Statewide Toll Customer Service Center Operations under RFP 160190, with proposals due September 1, 2026. Small-business participation is a mandatory evaluation criterion: SBSD-certified small or micro businesses completing Section A of the Small Business Subcontracting Plan receive maximum points automatically; non-small-business offerors must complete Section B detailing planned utilization of SBSD-certified small, women-owned, and minority-owned businesses as subcontractors or joint-venture partners, with points assigned based on the percentage of total contract value allocated to small-business expenditure during the initial contract period. All proposed small-business participations identified in Section B become binding contract requirements.

The scope encompasses 24/7/365 customer service operations including inbound call handling, outbound contact, payment processing, account management, and dispute resolution across Virginia's toll facilities. The contractor must provide multilingual support, maintain specified service-level agreements for call-answer times and customer-satisfaction metrics, and integrate with Virginia's toll-collection systems. Operations cover manually opened and closed accounts, transponder packaging and issuance, violation processing and notice issuance, postage and mail handling, license-plate lookups, and toll-relief application processing. Projected annual volumes include approximately 510,000 customer service center phone calls, over 240,000 email interactions, and violation-related activities exceeding 14 million reviews. The contractor must establish physical customer-service center locations, employ trained representatives, implement quality assurance and monitoring programs, and provide regular reporting on operational metrics.

Offerors must demonstrate experience with at least five completed projects within the past five years directly related to toll customer service operations, including at least one project with 500,000 or more active accounts, over 100 million annual electronic transactions, and 250,000 annual invoices or notices issued, and at least one project operating an electronic or video toll payment customer service center. All services must be performed in the United States. Financial stability is evaluated through audited U.S. GAAP financial statements for the three most recent fiscal years, opinion letters, balance sheets, income statements, and EBITDA calculations. The pricing schedule requires startup costs, fixed costs, variable per-unit costs, direct costs, and task-order labor costs across a four-year operations period with full operations transition targeted for October 2027. A 3% year-over-year escalation applies for evaluation purposes, though actual Consumer Price Index adjustments are permitted. All offerors must submit the State Corporation Commission Form certifying Virginia business authorization and regulatory compliance.