Page 1 of 22 1401 E Broad St Richmond, VA 23219 REQUEST FOR INFORMATION (RFI) # 151-MM < This is NOT a Bid Solicitation > The Virginia Department of Transportation (VDOT) is exploring options for procuring services and systems for its operational statewide E-ZPass and Violation/Video Tolling Programs. PROJECT TITLE: Electronic Toll Collection Processing Center ISSUE DATE: June 15, 2015 CONTRACT OFFICER: Matt Manion, CPPO, VCO, C.P.M. PHONE: (804) 786-2764 EMAIL: [email protected]FAX: (804) 225-4292 RESPONSES DUE: No later than July 20, 2015 at 5:00 PM To: [email protected]. Name and Address of Firm: Name Date _________________________________ Address By Signature In Ink _________________________________ _________________________________ ________________________________ Print Name and Title eVA # or DUNS # Phone ____________________________ E-Mail ______________________________ FAX _____________________________ NOTE: This public body does not discriminate against faith-based organizations in accordance with the Code of Virginia, ∋ § 2.2-4343.1 or against a bidder or offeror because of race, religion, color, sex, national origin, age, disability, or any other basis prohibited by state law relating to discrimination in employment.
Transcript
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1401 E Broad St Richmond, VA 23219
REQUEST FOR INFORMATION (RFI)
# 151-MM
< This is NOT a Bid Solicitation > The Virginia Department of Transportation (VDOT) is exploring options for procuring services and systems for its operational statewide E-ZPass and Violation/Video Tolling Programs.
PROJECT TITLE: Electronic Toll Collection Processing Center ISSUE DATE: June 15, 2015 CONTRACT OFFICER: Matt Manion, CPPO, VCO, C.P.M. PHONE: (804) 786-2764 EMAIL: [email protected] FAX: (804) 225-4292 RESPONSES DUE: No later than July 20, 2015 at 5:00 PM To: [email protected] .
Name and Address of Firm: Name Date _________________________________ Address By Signature In Ink _________________________________ _________________________________ ________________________________ Print Name and Title eVA # or DUNS # Phone ____________________________ E-Mail ______________________________ FAX _____________________________
NOTE: This public body does not discriminate against faith-based organizations in accordance with the Code of Virginia, ∋ § 2.2-4343.1 or against a bidder or offeror because of race, religion, color, sex, national origin, age, disability, or any other basis prohibited by state law relating to discrimination in employment.
Attachment A - Existing E-ZPass CSC Operations Data 21
Attachment B - Existing VPS Operations Data 22
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1. PROJECT OVERVIEW The Virginia Department of Transportation (VDOT) is exploring options for procuring services and systems for its operational statewide E-ZPass and Violation/Video Tolling Programs. Currently, VDOT operates a statewide electronic toll collection Customer Service Center (CSC), which is utilized by all twelve (12) toll facilities within the Commonwealth of Virginia for processing E-ZPass electronic toll transactions. Of these twelve (12) toll facilities, four (4) also use this center to process their violation transactions. Expansion of tolling within the Commonwealth has been significant in the last few years. It is expected that additional toll facilities will be added in the near future.
VDOT is planning to seek one or more Contractors to provide customer service, manage and staff the operation of the CSC including the Virginia E-ZPass system, violation processing systems, and associated functions. The Contractor(s) will be expected to support VDOT in running and improving the business of ETC (Electronic Toll Collection), and violation and video transaction processing within the Commonwealth. Additionally, the Contract(s) will include the maintenance and administration of a CSC System which may utilize existing system components or be a completely new replacement system. VDOT strongly desires ongoing improvement in the efficiency and quality of services provided by this system to the toll facility customers as well as to the toll facilities.
OBJECTIVES FOR THE PROJECT Tolling policy, procedures, technology and systems are rapidly evolving, requiring a highly-trained front line staff, a multi-disciplinary program management team and continuous investments in technology. The objectives and proposed outcomes of the Project include:
• Developing, implementing, operating and maintaining a new or upgraded state-wide Tolling System platform, including the E-ZPass Account Management System and a Violation/Video Tolling system, that is flexible to accommodate future enhancements;
• Achieving seamless integration across the E-ZPass network, to include other toll facilities, courts and third party vendors (i.e. credit card processors, mailing house, lockbox providers, collection agencies, public and private license plate look-up services and telecommunications provider);
• Continuing VDOT ownership of system, data, interface specifications
• Continuing VDOT access to all source code and documentation; (other than third party commercial off-the-shelf COTS);
• Flexibility and responsiveness to new opportunities and changing policies and procedures;
• Efficient and accurate customer service;
• Improved financial reporting with Generally Accepted Accounting Principles (GAAP) compliance;
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• ARMICS And PCI compliance
• Identification and implementation of cost savings opportunities; and
• Reducing overall operations costs to toll facility participants and VDOT.
PURPOSE OF THE REQUEST FOR INFORMATION (RFI) The purpose of this RFI is to inform potential respondents of this opportunity and solicit industry interest and innovation in the delivery of the Project. Specifically, the RFI seeks to:
• Provide general background information related to the Project;
• Communicate to potential respondents the objectives for the Project;
• Provide an opportunity for potential respondents to articulate their interest in participating; and
• Solicit input from industry on a variety of issues, including scope, procurement structure, and schedule of the proposed Project.
This RFI is intended to assist VDOT in gathering information on available options and industry preferences related to the development, management and operations of its Toll Back Office operations in order to better inform the structure of the anticipated procurement process.
This RFI is therefore seeking information on innovative tolling systems and operations strategies, and alternative system and operation solutions.
Based on the information gathered from this RFI, VDOT may develop a procurement strategy and initiate a formal procurement for services inclusive of items such as the VDOT statewide tolling system, operations services, and/or other services that may be combined as part of the final scope.
FUTURE OF TRANSPORTATION IN VIRGINIA The Commonwealth of Virginia continues to be on the forefront of innovative
transportation financing projects. In turn, within the resulting contract period, future projects that may be added to the facilities and scope covered by the statewide CSC include:
1. MLK Extension*
2. Chesapeake Dominion Boulevard*
3. I-66 Express Lanes* 4. Serving as host E-ZPass provider for external state or private tolling entities
Other future items reflect a change in business process – not scope and include:
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5. Interoperability – as the toll industry moves toward broad interoperability, VDOT desires the ability to participate in new programs as they develop
6. Partnership with Virginia’s DMV to provide customer service capabilities 7. Integration of collections processes into violation processing (currently in
initial stages of development)
*The first transactions from these facilities are estimated to occur in early 2017.
2. BACKGROUND
A. Statewide Customer Service Center Facilities and Operations
VDOT has operated a statewide electronic toll collection Customer Service Center (CSC) since 1996. The CSC is the primary customer contact point for all Electronic Toll Collection at all Virginia toll facilities. The CSC operates from one primary office in Clifton Forge plus five (5) satellite offices located in Richmond, George P. Coleman Bridge, Norfolk, Portsmouth and Herndon, VA. Based on toll facility needs, including new facility start-up, temporary locations may need to be staffed, including co-location with toll facilities’ own customer service locations.
The key services provided at each satellite office are as follows:
a. Walk-in customer service: accept new applications, assign/distribute/exchange tags, dispute resolution and process payments, general account maintenance;
b. Call center overflow: similar to walk-ins but over the telephone;
c. Bank deposits: daily counts and deposit of funds;
d. Limited tag inventory functions; and
e. Violation payments and disputes for the violation processing side of the operations.
The current CSC Operator provides all staffing and operations for the CSC including E-ZPass and violations processing. This currently includes staffing the call center and the six (6) full service walk-in locations. The CSC Operator is also responsible for daily and periodic financial reconciliation with the toll facilities, VDOT’s bank accounts, payment providers, and E-ZPass agencies.
Through its current CSC Operator, VDOT launched “E-ZPass On-the-Go,” which allows customers to obtain E-ZPass transponders at a large number of participating retail locations such as Wegmans, Giant, AAA Mid-Atlantic, Pit Stop and a number of smaller retail stores and transportation service providers. Drivers can obtain live, prepaid E-ZPass transponders at select outlets of these retailers for use on all toll roads in Virginia and all E-ZPass states. The contracts with each retailer, order fulfilment and coordination are provided by the CSC Operator.
In late 2014, VDOT launched the E-ZPassVA reload card. The Reload Card is a wallet-size card that can be purchased and linked to a Virginia E-ZPass account. The card is used to manually replenish the account with cash at participating Virginia retailers. The program is managed by the CSC Operator through an agreement with InComm. Once linked to an account, payments made at a retailer are credited immediately to the E-ZPass account through a real-time interface between InComm and the VDOT CSC system.
B. Back Office System
The CSC System, which is operated and maintained by the current CSC Operator, is based on legacy systems and software developed for VDOT by a previous system integrator. However, at the direction of VDOT, the current CSC Operator has upgraded and modified the system thereby customizing it to meet the operational and business needs of VDOT. The CSC System consists of three (3) key (integrated) applications:
1. E-ZPass Account & Tag Management (Virginia E-ZPass System): The Virginia E-ZPass System processes and retains the required data for E-ZPass account and tag management, payment processing and customer service functionality including retail account replenishment, retail transponder distribution, customer notifications, E-ZPass interoperability, interfaces to various other systems and comprehensive reporting.
2. Violations Processing System (VPS): A toll violation occurs when a vehicle passes through a toll lane without making the appropriate payment. The VPS processes and retains the required data for violations management, data validation, notice processing, payment processing, interfaces to third party providers and related customer service functionality.
3. Customer Website: The existing Customer Website provides extensive information on the E-ZPass Virginia program and allows customers to create new accounts and order transponders, manage all aspects of their accounts, query and download transaction histories, pay or appeal violations, and perform location searches for transponder and reload card retailers.
VDOT owns the back office systems used to provide the key services listed above, including ownership of all hardware and source code. An ongoing program of enhancements and upgrades is in place and in the past (two) 2 years has included a complete hardware upgrade and virtualization and migration of software to updated operating systems and databases. VDOT has implemented many functional enhancements including implementing standardized interfaces to third party providers and toll facilities, providing retail tag distribution and account replenishment, implementing a range of real-time customer alerts, website enhancements and ongoing changes to support new and improved business rules and automation of manual processes.
The Virginia E-ZPass System uses a Microsoft Windows .NET based platform and the VPS uses a Web-based platform, each with separate log-ins. A common database server
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processes transactions for both functions and supports information requests from the customer website and automated telephone system. The database in use is built upon the Microsoft SQL Server which is currently being updated to 2012.
A separate, synchronized disaster recovery system is maintained in space leased by the existing operator in Waynesboro, VA.
Summary processing and account volume data for the current CSC and VPS operations are included under Attachment A and Attachment B, respectively.
C. Third-Party Systems:
The CSC System interfaces to a number of third-party systems illustrated in Exhibit 1 below.
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Exhibit 1: Third-Party Systems Interfacing with the CSC
The CSC utilizes interfaces with the following:
1. Department of Motor Vehicles (DMV):
a. The CSC uses the DMV for license plate lookups.
b. Currently the VPS has direct interfaces to Pennsylvania and Virginia.
2. Toll Facilities: A series of interface specifications govern communication of status files and transactions between the CSC and toll facilities. In addition, many of the toll facilities have access to a limited read-only Virginia E-ZPass system client via VPN connection to review account data and support service of their customers.
3. Law Enforcement Services (LES): LES is used to perform license plate lookups for those states that are not provided through direct DMV lookups.
4. Credit Card Processing / Clearing House: The CSC uses a third-party vendor to process credit card transactions and provide a clearinghouse facility and is currently working on full tokenization of processed and stored credit cards.
5. E-ZPass Group: The E-ZPass Group currently provides the communications connection between the IAG network and the CSC and the CSC Contractor provides all reconciliation and settlement services.
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6. Mailing Services: Bulk postal letter/postcard mailing services are currently provided by a third-party subcontract to the current CSC provider. The Central System creates PDF and mail merge files and transfers them to this vendor in batches for mailing according to business rules and Contract requirements.
D. InComm: The VDOT E-ZPass system currently accepts payment from a number of retailers that participate in the InComm Retail replenishment network via a VDOT E-ZPass Reload Card available at these retailers. The transferable Contract with InComm is held by the CSC provider.
7. Interactive Voice Response (IVR) & Automated Call Distribution (ACD) System: The existing IVR and ACD system are also currently provided by a third-party subcontract to the current CSC provider. This system interfaces directly with the current CSC System to allow immediate account updates and payments to be made via automated telephone.
8. Courts: Summons are generated by the violation processing system and uploaded to the court system in the five (5) jurisdictions (across four (4) toll facilities) for which VDOT provides violation processing services.
E. Toll Facilities
The twelve (12) facilities using Electronic Toll Collection (ETC) have different combinations of toll operation characteristics such as All-Electronic Tolling, dedicated Open Road Tolling (ORT) ETC lanes, dedicated gated ETC lanes, and mixed use gated ETC – Manual/Automatic Coin Machine (ACM) lanes. The VDOT central CSC manages and owns the customer accounts, processes transactions and handles E-ZPass reciprocity. As of December 31, 2014; the CSC handles over 175 million ETC transactions per year with a value of over $275 million and has 950,000 active accounts with 1,500,000 transponders.
Within the Commonwealth of Virginia, ten (10) entities operate the twelve (12) ETC toll facilities as illustrated in the following table.
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Table 6-1: Characteristics of Toll Facilities within the Commonwealth of Virginia No. Toll Road Name Operat
ed by VDOT
?
Operator Number of Toll
Collection Points
Open Road Lanes
VPS Operations
1 Dulles Greenway No TRIP II / Autostrade
46 0 Self
2 Dulles Toll Road No Metropolitan Washington
Airports Authority (MWAA)
59 0 VDOT
3 Powhite Parkway Extension
Yes VDOT 28 0 VDOT
4 Downtown Expressway No Richmond Metropolitan
Transportation Authority (RMTA)
24 0 VDOT*
Powhite Parkway No 25 6 VDOT*
Boulevard Bridge No 5 0 None
5 Pocahontas Parkway No DBi Services, LLC
12 4 Self
6 George P. Coleman Bridge
Yes VDOT 5 0 VDOT
7 Chesapeake Bay Bridge Tunnel
No Chesapeake Bay Bridge Tunnel
10 0 Self
8 Chesapeake Expressway No City of Chesapeake
14 0 Self
9 495 Express Lanes No Transurban Trip-based tolling
All Self
10 Elizabeth River Crossing No Elizabeth River Crossings, OpCo LLC
4 All Self
11 South Norfolk Jordan Bridge
No Figg Bridge Developers
2 All Self
12 95 Express Lanes No Transurban Trip-based tolling
All Self
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*VPS operation only for ORT Lanes
Ten (10) of the twelve (12) facilities operate a full video-based Violation Enforcement System. These are:
• George P. Coleman Bridge • Powhite Parkway Extension • Richmond Metropolitan Transportation Authority (ORT lanes only) • Dulles Toll Road • Chesapeake Expressway • Pocahontas Parkway • 495 Express Lanes • 95 Express Lanes • South Norfolk Jordan Bridge • Elizabeth River Crossing
Future toll facility participation in violation processing may include provision of complete services for that facility or may only provide certain selected services such as DMV look-up and customer V-Tolling.
F. Toll Facility Equipment:
Each toll facility has implemented its own toll collection system including lane and host equipment. Currently, the CSC receives violation transactions and images from VES equipment and VES hosts at the four (4) participating facilities. A number of standard, non-proprietary interface specifications have been defined to support data communication between the CSC and the twelve (12) toll facilities. Transaction posting and tag status updates are supported in near real-time. File transfers are used for complete tag status updates, license plate lists, license plate look-up requests and responses, VToll transactions (violation toll or image toll to E-ZPass accounts) and reconciliation files.
All toll facilities utilizing the CSC for electronic toll transactions currently utilize E-ZPass standard readers. A black box interface is provided for each toll facility for the
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two way exchange of information files and transaction data. A full set of specifications has been developed to describe this interface.
Seven (7) toll facilities operate their own violation processing and/or video billing systems. While the VDOT CSC is not responsible for handling payments, disputes or other customer service for these facilities, some coordination with the VDOT operation is required. For example, customers may call the VDOT CSC when they receive toll facility notices and have to be transferred to the correct back office.
3. CONTRACTING APPROACH VDOT is considering different approaches to procure a complete new/upgraded electronic toll collection systems and operation. Table 4-1 below represents the system and/or services that could be solicited via procurement and potential alternates for structuring this procurement that are under consideration. One option would be the turnkey approach, which would result in a single procurement for all back office systems and Customer Service Center operations. A second option would be to issue two separate contracts by functional area: (1) A contract for a back office system and (2) A contract for Customer Service Center operations. A third option would be to issue two separate contracts by program function: (1) A contract for the back office E-ZPass Account Management System and Operations and (2) A contract for back office Violation/Video Tolling System and Operations. Combinations or further separation of the services may be considered.
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Table 4-1: Procurement Approaches
Turnkey Operation
Separate Procurements (by Service Areas)
Separate Procurements (by Program Functional
Area) Single
Procurement for Consolidated System and Operations
System Procurement
Operations Procurement
E-ZPass System & Operations Procurement
Violation/Video Tolling System & Operations Procurement
Toll System Services:
• Design and integration of complete new/upgraded system
√ √ √ (CSC Only) √ (VPS Only)
• System Warranty and Maintenance √ √ √ √
o Help Desk √ √ √ √
o Website Updates √ √ √ √
o External interfaces √ √ √ √ o Comprehensive monitoring of performance
o CSC/VPS Reconciliations with toll facilities √ √ √ (CSC Only) √ (VPS Only)
o IOP Reconciliations √ √ √
o Banking and internal system reconciliation √ √ √ (CSC Only) √ (VPS Only)
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4. VENDOR RESPONSE VDOT is requesting information and suggestions from industry to assist in the
development of a formal procurement initiative. When responding to this RFI, please provide a response to each question below. If you elect not to answer a question, please indicate “No response provided.” As part of your response to this RFI, please feel free to include any additional comments or suggestions that you feel would be helpful to VDOT. Keep in mind that VDOT seeks to maximize innovation and creativity from the private sector, while at the same time obtaining the best value. QUESTIONS
1. Provide a brief description of major relevant services offered by your firm (limited to one page).
2. Provide a listing of current or past customers using the services in question 1 (limited to one page, with customer contact information).
3. VDOT would provide current operations statistics, owned equipment inventory and system description documents as part of a procurement. Are there any specific technical, operational or other data points you would like to request are provided to be able to adequately respond to a formal procurement?
4. Would you propose on:
a. A single turnkey contract to provide a consolidated back office system and Customer Service Operation for all the functional areas described in this RFI? Please provide your reasons.
b. A separate contract for the back office systems without providing customer service and financial management? Please provide your reasons.
c. A separate contract for the Customer Service operations including financial management of the operation? Please provide your reasons.
d. A separate contract that was limited to providing the E-ZPass System and Operations without violation/video processing? Please provide your reasons.
e. A separate contract to provide Violation/Video Tolling System and Operations? Please provide your reasons.
5. Which approach would you prefer - a single contract that includes all back office and Customer Service operations or separate contracts described above? Provide rationale supporting your preference.
6. If VDOT were to procure separate contracts, either by functional area (a contract for a back office System and contract for Customer Service Center
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Operations) or by program (a contract for the E-ZPass System and Operations and a contract for Violation/Video Tolling System and Operations),
a. What do you see as the potential benefits to VDOT and its customers?
b. What are the potential risks to VDOT and its customers?
c. What issues/opportunities could arise with multiple contractors involved in the toll system development and operation?
7. Are there other services within those described above that VDOT should consider procuring separately?
a. Identify which services VDOT should consider breaking out in a separate contract.
b. Provide a rationale including benefits to VDOT.
c. Provide information on other agencies that may have procured such services as separate contracts.
8. What minimum contract term would provide the best value to VDOT while ensuring adequate cost recovery for the chosen Contractor(s)? How would the optimal contract term be impacted by the different contracting approaches that are under consideration?
9. Provide your recommended durations for the project tasks from contract award including elements such as :
a. System design
b. System development;
c. System testing
d. Overlap between contractors and/or systems
e. Transition of operations responsibilities;
f. Transition of payment provider and other services subcontracts; and
g. Transition of system O&M responsibilities.
10. As related to the services defined in this RFI, once the Notice To Proceed is issued, how much time would be required to implement a smooth transition of the CSC Operation, E-ZPass System and Operations, and the Violations/Video Tolling System and Operations? How long would VDOT need to keep its existing contracts in place?
11. For a full turnkey system and operation contract, what approach do you recommend for the system transition? For example, should the new Contractor be required to take over current operations and current system
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O&M and then migrate to a new system or should the operations and maintenance be migrated at the same time as the new system? Please explain your reasoning.
12. Payment Options – the current contract utilizes a flat monthly fee plus unit prices for a number of work items and direct pass through for costs outside of the Contractor control (e.g., postage costs). What is your recommended model for reimbursement: a) fixed price, b) unit price c) cost plus fixed fee or d) other? Please provide an explanation of why you believe this model is beneficial to VDOT.
13. If unit pricing is considered, what units (e.g. number of transactions, accounts, or bills) should be adopted?
a. What are the key cost drivers for E-ZPass customer service operations (e.g. number of accounts, number of transactions etc.)?
b. What are the key cost drivers for violation processing operations (e.g. image reviews, notices sent etc.)?
c. What are the key cost drivers for system operation and maintenance?
14. What recommendations do you have regarding the pricing models that should be included in this procurement for the different alternative procurement approaches?
a. Should different models be considered for E-ZPass customer service versus violations/video toll processing?
15. What are your recommendations regarding whether VDOT should consider integrating the E-ZPass and/or violations processing with existing Commonwealth financial platforms such as PeopleSoft?
16. How would you approach interfacing the E-ZPass and/or violations processing systems with existing and emerging third party toll payment services?
17. How would you approach interoperability with other tolling programs that are not part of E-ZPass?
18. In the next three to five years, what technology or industry trends do you anticipate most impacting this CSC, E-ZPass and the Violation/Video Tolling Systems and Operations?
19. Provide any other recommendations or items for VDOT consideration based on the objectives of the project outlined earlier in this RFI.
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5. RFI CLARIFICATION QUESTIONS Provide any clarification questions regarding this RFI by June 26, 2015 at 5:00 PM to [email protected]. Include the following:
• Name
• Organization
• Email address
• Telephone number
• Detailed question
• Reference page number of RFI related to the question.
VDOT will review all questions submitted prior to this deadline and provide written responses as appropriate. Based on the questions VDOT may choose to release an addendum to the RFI prior to the response due date.
6. PROPOSED RFI SCHEDULE The following represents VDOT’s current estimated schedule for this RFI:
Activity / Key Milestone Date / Timeline Issue the RFI document June 15, 2015
RFI Clarification Questions Due June 26, 2015
Responses due for RFI July 20, 2015 by 5:00 PM
VDOT reserves the right to alter the RFI schedule as conditions warrant without prior notice.
7. SUBMITTAL INSTRUCTIONS Respondents to this RFI should adhere to the following instructions:
• Electronically submitted responses to this RFI are preferred via email (MS Word or .pdf). Files must be named with the following naming convention:
RFI 151-MM Electronic Toll Collection Processing Center Response (put your firm’s name here).doc (.docx or .pdf)
Note: “RFI 151-MM Electronic Toll Collection Processing Center” must be in the subject line of the email to ensure proper delivery.
• Responses may be submitted on Compact Disk, DVD, flashdrive, or hard copy (bound and contained in a single volume). If submitting via this method, responses should be addressed to:
Attn: Matt Manion CO/ASD Central Office Mail Center – Loading Dock Entrance
1401 E Broad St Richmond, VA 23219
The envelope or parckage should be identified as follows:
From: ________________________ ________ ________ Vendor Name Due Date Time
_________________________ ________ Street Address RFI No.
_________________________ City, State, Zip Code
• Respondents to this RFI are encouraged to submit answers to the questions posed in Section 4, as well as any other information that VDOT should consider when preparing the RFP package.
• RFI responses are limited to 40 single-sided (or 15 double-sided), double spaced, typed 8½ x 11” pages, including appendices (larger pages are allowed for figures or tables, but they must be folded into the overall response and used sparingly). The principle font size used in the submission shall not be less than 12 point. The RFI cover sheet and a cover letter are not included in the 40 page limit. Focus should be on the content and functionality VDOT identified.
• All documentation provided to VDOT in response to this RFI shall become the property of the Commonwealth.
8. DISCLAIMER This RFI is issued solely for information and planning purposes and does not constitute a solicitation. Requirements for protecting trade secrets and proprietary information from disclosure: Do not submit trade secret, proprietary, or confidential information in the RFI response unless absolutely necessary. All information submitted to VDOT is subject to disclosure under the Virginia Freedom of Information Act (2.2--3700 et seq. of the Code of Virginia) unless a specific exclusion applies. To claim an exclusion under the Virginia Public Procurement Act (2.2--4300 et seq. of the Code of Virginia), for data and materials submitted as part of a procurement transaction or
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prequalification application that you believe are trade secrets or proprietary information, you must:
(1) file a written request, either before or at the time the data or materials are submitted, that:
• Invokes the protection of §2.2-4342 of the Code of Virginia; • Identifies the specific data or other materials you seek to exclude
and protect by using some distinct method such as highlighting or underlining. (Only identify the specific words, figures, or paragraphs that are claimed to be trade secrets or proprietary information; the identification of an entire document is not acceptable and may result in rejection of the claim for protection); and
• States the reasons why protection is necessary; and
(2) submit a redacted copy of your response that deletes or blocks all data or material which is identified as a trade secret or proprietary information in the written request.
Responses to the RFI will not be returned. In accordance with Code of Virginia §2.2-4300, also known as the Virginia Public Procurement Act, responses to this notice are not offers and cannot be accepted by the Commonwealth of Virginia or VDOT to form a binding contract. Respondents are solely responsible for all expenses associated with responding to this RFI.
9. GENERAL TERMS AND CONDITIONS The Commonwealth of Virginia General Terms and Conditions are hereby incorporated into this RFI by reference. A copy of these General Terms and Conditions may be obtained by contacting the Purchase Officer whose name appears on the front of this RFI, or by visiting www.eva.virginia.gov.
Glossary of Terms and Acronyms Term Definition ACD Automatic Call Distribution ACM Automatic Coin Machine ARMICS Agency Risk Management and Internal Control Standards Back Office Customer account/violations management and related support activities COTS Commercial off-the-shelf
CSC Customer Service Center – as used in this RFP, CSC refers to the complete staffing, offices, furnishings, and systems required to provide E-ZPass and violation processing.
CSC System Refers to the hardware, software, networks and peripherals required to support the CSC and includes the Virginia E-ZPass System, the Violation Processing System (VPS) and Customer Website.
Customer Website Refers to the website through which CSC customers can perform various account management tasks
DMV Department of Motor Vehicles ETC Electronic Toll Collection E-ZPass Northeastern US toll transponder standard GAAP Generally Accepted Accounting Principles IAG Interagency Group IOP InterOperability IVR Interactive Voice Response System LES Law Enforcement Services MWAA Metropolitan Washington Airports Authority O&M Operations and Maintenance ORT Open Road Tolling RFI Request for Information RFP Request for Proposals RMTA Richmond Metropolitan Transportation Authority VDOT Virginia Department of Transportation VES Facility-Level Equipment installed at the toll facility for the purpose of
detecting violating vehicles and collecting vehicle/plate images VFOIA Virginia Freedom of Information Act VPS Violation Processing System VPN Virtual Private Network V-Tolling Video Tolling Virginia E-ZPass System
The overall system hardware, software and networks that are used for processing E-ZPass transactions and managing E-ZPass accounts
Walk-In Center Customer Service facilities with direct customer contact to accept new applications, assign/distribute/exchange tags, dispute resolution and process payments, general account maintenance
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Attachment A - Existing E-ZPass CSC Operations Data Number active accounts (as of April 2015): 1,043,118 Number active transponders:
Standard: 1,346,058
Flex: 212,868 Operations statistics (average July-Dec 2014): Number transactions per month: 17,476,428 Revenue processed per month: $26,545,774 Calls per business day: 2,389 (CSR); 1,302 (IVR) Emails per business day: 6,906 Walk-in customers per business day: 729 (overall); Retail transponders issued per month: Standard: 7,993 Flex: 7,307 Number of current E-ZPass retailer accounts: 90
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Attachment B - Existing VPS Operations Data
Operations statistics (average July-Dec 2014): Violations loaded per day: 8,300 Violation image reviews (plate identification) per day: 4,075
Plate address lookups per month: 46,032 Violation calls answered by CSR per day: 1,035
First notices sent per month: 17,448 Final notices sent per month: 8,879 Summons issues per month: 6,133
