Addendum 1

Rhode Island Turnpike and Bridge Authority (RITBA) seeks a qualified vendor to provide outsourced remote customer support and call‑center operations, together with an image‑review function for its E‑ZPass toll system. The contractor must staff a baseline of 25 customer service representatives (including at least five bilingual English/Spanish agents), provide all necessary hardware and secure VPN connectivity, and integrate with RITBA‑supplied Mitel soft‑phone and Emovis applications. An additional three image‑review analysts are required to process toll‑lane photographs, with a productivity target of 2,000 images per 8‑hour shift. All work must be performed from a U.S.‑based office; work‑from‑home is prohibited. Hourly rates for each role (CSR, lead, supervisor, trainer, image reviewer, etc.) will form the pricing basis, with monthly invoicing and 30‑day payment terms. The contract is for an initial two‑year term, renewable for up to two additional two‑year extensions. • Provide full‑time inbound/outbound call handling for toll‑account management, violations, and general inquiries, using RITBA’s Mitel soft‑phone suite. • Perform manual image‑review of toll‑lane photos, applying correct rejection codes at a minimum rate of 2,000 images per shift. • Supply all workstations, headsets, VPN connectivity, and necessary software licences (including Microsoft Office) from a U.S. office; comply with PCI‑DSS, PII, SOC 2 (or ISO 27001) and background‑check requirements. • Staff a baseline of 25 CSRs (5 Spanish‑speaking) and 3 image‑review analysts, with rates billed hourly; adjust FTEs based on volume as directed by RITBA.