UDOT RFP- Toll Back Office System and Customer Service Center Support

The Utah Department of Transportation (UDOT) has issued a Request for Proposals (RFP) for a comprehensive Toll Back Office System (BOS) and Customer Service Center (CSC) support contract for the I-15 Express Lanes. The procurement seeks a single contractor to design, develop, implement, and operate an electronic toll collection system managing approximately 30,000 active transponders across 20,000 accounts, processing 1.63 million annual trips. Key deliverables include system development, data migration, comprehensive testing phases, customer service center operations, and ongoing technical maintenance. The contractor must provide a fully operational BOS by January 31, 2027, with requirements including a customer self-service web portal, mobile application, bilingual interactive voice response system, secure payment processing, and disaster recovery capabilities. Evaluation criteria include project understanding, management approach, personnel resources, technical approach, project schedule, and references, with a maximum of 160 technical points and a minimum qualifying score of 80 points required. Critical submission dates include December 31, 2025 for written inquiries, January 15, 2026 for inquiry responses, January 30, 2026 for technical proposals, and an anticipated contract award by February 20, 2026.

The RFP does not specify specific set-aside designations or restrictions on responding organizations, though contractors must be authorized to do business in Utah and comply with E-Verify requirements. The contract will be for an initial five-year term with options for five additional one-year extensions, potentially spanning a total of ten years. Historical data indicates the system currently generates approximately $2.75 million in annual revenue, with monthly service fees structured across three active account levels. Contractors must maintain all data and applications within the continental United States and adhere to strict security standards, including PCI DSS compliance. While no incumbent vendor is specifically identified, the RFP provides detailed historical operational data to help potential contractors understand the existing system environment. The cost proposal must include design and implementation costs (capped at 25 percent of total proposal), annual maintenance costs, monthly service fees, and per-item costs for transponders and communications, with specific pricing constraints and escalation rates defined in the solicitation documents.