RFP 160190 Statewide Toll Customer Service Center Operations

This solicitation seeks a contractor to operate a statewide toll customer service center for the Virginia Department of Transportation. The contractor will be responsible for handling inbound and outbound calls, providing information on toll accounts, processing payments, addressing customer inquiries, and maintaining service level agreements across all toll facilities in Virginia. • Operate a 24/7 contact center delivering toll‑related customer support statewide. • Manage call volume, payment processing, dispute resolution, and reporting to VDOT. • Ensure compliance with VDOT policies, data security, and performance metrics. • Provide staffing, training, technology platforms, and continuous improvement initiatives. • Deliver comprehensive performance reports and analytics to the agency.