SRTA 27-001 Customer Service Staffing Optimization Operations and Support Services

The State Road and Tollway Authority (SRTA) in Georgia, operating within Fulton County, is conducting a Request for Qualifications (RFQ) for Customer Service Staffing Optimization Operations and Support Services under Solicitation No. 27-001. The selected vendor will provide comprehensive customer service center operations across SRTA's Express Lane corridors on I-75 South Metro, I-85 Express Lanes and Extension, and Northwest Corridor Express Lanes, encompassing all necessary facilities, hardware, software, infrastructure, and staffing to deliver customer service operations, payment processing and financial support, case management and dispute resolution, mail processing, call center and live chat services, quality assurance and continuous improvement, training and knowledge management, personnel management, and project management and governance. During the February-December 2025 period, operations included approximately 66,008 total cases created, 225,777 calls offered, 32,723 chats offered, 1.2 million violation notices audited, and 36,402 pieces of inbound mail processed. Vendors must demonstrate at least three similar tolling industry contracts within the past five years, provide three current client references with completed questionnaires, maintain a Better Business Bureau rating of A or B, submit three years of audited financial statements showing positive operating cash flow, hold current PCI-DSS compliance certification, and commit to assisting with NIST SP 800-53 compliance. Additional requirements include the capacity to initiate work within thirty days of Notice to Proceed and achieve full operational go-live within six months, submission of a detailed employee transition plan for retaining existing Atlanta-area workforce, and bilingual English and Spanish support with AI-enabled translation tools supporting at least 200 additional languages. Proposals must be submitted by April 6, 2026 at 3:00 PM ET, with written questions due by March 19, 2026 at 5:00 PM ET and SRTA responses provided March 25, 2026. The evaluation period runs April 6-23, 2026, with finalist notification on April 30, 2026, and a two-step process will establish a shortlist of up to three qualified vendors for advancement to the subsequent Request for Proposals phase. Evaluation criteria include advanced escalations and regulatory complaint management (25 points), litigation history (25 points), quality and training integration (25 points), and customer experience and customer relationship management (25 points), for a total of 100 points.

No Disadvantaged Business Enterprise (DBE) goal has been established for this procurement, and the solicitation does not establish geographic preference restrictions. All personnel must be physically located within the United States, with certain functions including retail center staffing and mail processing required to be performed in Atlanta. Vendors are required to submit detailed subcontractor and DBE information as part of Offer Document #9 and must comply with standard federal and state compliance certifications, including debarment and suspension status, lobbying certifications, non-collusion affidavits, and certification of no boycott of Israel. No incumbent contractor information or current spending data has been released, as this is identified as a new solicitation; however, SRTA retains responsibility for cloud-based core systems, website maintenance, and IVR and mobile app updates. Budget ranges have not been disclosed at the qualification stage; pricing information will be requested only from shortlisted vendors advancing to the RFP phase. Firms with aggregate SRTA contracts exceeding $250,000 must submit yearly CPA overhead audits, and SRTA is exempt from sales and use taxes.