RECEIPT OF RFQ NAME OF FIRM: CONTACT PERSON: ADDRESS: TELEPHONE NUMBER: FAX NUMBER: DATE:

REQUEST FOR QUALIFICATIONS (RFQ) FROM FIRMS TO PROVIDE PAY-BY-MAIL, VIOLATIONS PROCESSING, DEBT COLLECTION, AND CUSTOMER SERVICES FOR CTRMA AND NET RM...
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REQUEST FOR QUALIFICATIONS (RFQ) FROM FIRMS TO PROVIDE PAY-BY-MAIL, VIOLATIONS PROCESSING, DEBT COLLECTION, AND CUSTOMER SERVICES FOR CTRMA AND NET RMA RECEIPT OF RFQ NAME OF FIRM: CONTACT PERSON: ADDRESS: TELEPHONE NUMBER: FAX NUMBER: E-MAIL: DATE: PLEASE RETURN TO THE CENTRAL TEXAS REGIONAL MOBILITY AUTHORITY VIA FACSIMILE AT (512) 996-9784 ATTN: Tracie Brown This form must be returned as soon as possible by any firm intending to submit a response to the Request for Qualifications.

REQUEST FOR QUALIFICATIONS

to provide

Pay-by-Mail, Violations Processing, Debt Collection, and Customer Services for THE CENTRAL TEXAS REGIONAL MOBILTIY AUTHORITY and THE NORTHEAST TEXAS REGIONAL MOBILITY AUTHORITY

RFQ Issue Date:

December 7, 2016

Response Due:

4:00 PM CST January 31, 2017 Central Texas Regional Mobility Authority 3300 N. IH-35 Suite 300 Austin, TX 78705 Attn: Tracie Brown

CENTRAL TEXAS REGIONAL MOBILITY AUTHORITY & NORTHEAST TEXAS REGIONAL MOBILITY AUTHORITY PAY-BY-MAIL, VIOLATIONS PROCESSING, DEBT COLLECTION, AND CUSTOMER SERVICES REQUEST FOR QUALIFICATIONS The Central Texas Regional Mobility Authority (CTRMA) and Northeast Texas Regional Mobility Authority (NET RMA), political subdivisions of the State of Texas, hereby request firms interested in providing back office services to submit information regarding their qualifications as specified herein. The services include Pay-By-Mail Invoicing and Processing (video billing), Violations Processing, Debt Collection, and Customer Services. The services also include the establishment and servicing of license plate-based registered customer accounts. BACKGROUND: CTRMA currently contracts for back office services for CTRMA projects and acts as a provider of back office services to NET RMA and other regional mobility authorities through various interlocal agreements. CTRMA and NET RMA are partnering in this procurement to select a firm to contract with CTRMA to provide back office services for CTRMA projects, NET RMA projects and, potentially, other regional mobility authorities as directed by CTRMA in its sole discretion. It is not anticipated that the selected firm will have a direct contractual relationship with NET RMA. However, firms responding to this RFQ are advised that representatives of NET RMA will be participating in the review and evaluation of the responses to this RFQ and any subsequent Request for Proposals (RFP). CTRMA, NET RMA and other regional mobility authorities in the State of Texas (collectively referred to herein as “the Authorities”), operate tolled facilities in their respective service areas. These toll facilities utilize modern technology to capture data from passing vehicles that enable the Authorities to collect tolls electronically. The Authorities employ All Electronic Tolling, in which roadside equipment identifies radio frequency transponders mounted in the vehicles of customers with transponder-based accounts (this is the majority of transactions) and the remainder being video-tolled through the use of the Pay By Mail system (the back-office component of the Pay By Mail system being the scope of services of this procurement). Data is transmitted to a statewide processing center for posting and debiting of customer accounts with established transponder-based accounts in good standing. For the remaining vehicles, for which there is no valid transponder “read,” the roadside system captures images of the vehicle’s license plate(s). These images, along with the transactional information (location, date/time, classification of the vehicle, toll amount, etc.) are sent to 1|P a ge

CTRMA’s back office service provider (“contractor”) for additional processing, the pursuit of toll and violation fee revenues, and debt collection. These back office services are the subject of this procurement. All violators are eligible to be pursued in court, using evidence packages prepared by the contractor. The contractor will also support toll enforcement related to egregious violators using the Habitual Violator program authorized by Transportation Code Sec. 372.101. et. seq. Some customers of the Authorities choose not to establish transponder-based accounts. While the preference would be to encourage these customers to reconsider their position, the Authorities seek to establish a program whereby customers can open license plate-based accounts. These accounts could be pre-paid or post-paid, and will function in a manner like current industry-norm transponder-based toll accounts. While currently no transponders will be involved with these accounts, CTRMA may choose to add transponder functionality to their customer service offerings during the term of this contract. If so, the successful contractor pursuant to this procurement will be tasked with implementing transponder distribution and all related system modifications necessary to support typical transponder-based functionality. As such, firms responding to this RFQ are encouraged to describe their current functionality related to transponders and/or the flexibility of their processes/systems to support such functionality. SCOPE OF SERVICES: The firms selected (the “short list”) pursuant to this RFQ shall receive an RFP to provide the specified services to the Authorities. At a high level, the ultimate Scope of Services is expected to include:                

Program Startup Systems to Support Operations Data Interfaces Data Migration Plate-based Customer Account Program Toll Transaction Processing Violation Processing Customer Service Customer Relationship Management Payment Channels and Processing Debt Collection Remittance of Funds Legal Action Support Reporting Compliance and Quality Project Management and Staffing

The selected contractor shall be responsible for providing all necessary facilities, hardware, software, infrastructure, and staffing to accomplish all aspects of the Scope of Services.

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RESPONSES TO THIS RFQ SHALL INCLUDE THE FOLLOWING INFORMATION: I.

The Firm: A brief history and general description of the firm, including: A. The firm’s experience in providing similar services to those being requested by CTRMA and NET RMA. These include but are not limited to toll/revenue collection (or comparable industry high volume / low balance transaction processing), accounting systems and transaction based processing systems (or related systems). Please include information in key areas of project development, management, and oversight, as well as the other services described in the “Scope of Services” section above; B. An abstract of the firm’s cost control procedures; C. A summary of how the firm would prefer to charge for the services described in this RFQ; and D. Any conflicts or potential conflicts of interest. Disclose all contractual or informal business arrangement/agreements, including fee arrangements, consulting agreements, and the nature of any legal representation, between your firm and: the CTRMA or NET RMA staff and/or any of their Board members; any entity that provides services to the CTRMA, NET RMA, or TxDOT; and any governmental entity or political subdivision within the geographic area encompassed by the CTRMA or NET RMA. Proposers must also comply with, and make required disclosures pursuant to, the Conflict of Interest disclosures policies adopted by the CTRMA Board NET RMA Board and available at the following websites: http://www.mobilityauthority.com/monkeewrench/files/resources/23_Policy_Code_Jul y_2016_1.pdf

II.

Firm Organization, Staffing, And Procedures: A. Provide an organizational chart identifying key project management and lead personnel for both the firm and any of its anticipated sub-consultants. Indicate the relevant areas of project responsibility for lead personnel. The organizational chart can be on an 11” X 17” foldout page and will count toward the response page limit (as one page). Designate the firm’s principal office and officer to be directly responsible for potential CTRMA and/or NET RMA projects. B. The names and two-page resumes of those key personnel named on the organizational chart who currently are full-time employees of the firm and who would be assigned to the current and potential CTRMA and/or NET RMA projects. Resumes do not count toward the page limit and are to be placed in an Appendix of the response. C. Description of the firm’s US-based customer service system(s) and facilities that will be the primary platform and location(s) for the firm’s customer service agents assigned to this project. Include a high-level overview of system architecture, CSR capacity, business continuity procedure/facilities, expandability, security, and redundancy. Note all work pursuant to this procurement will be performed by US-based resources. If the 3|P a ge

proposing firm/team has no current US-based facility suitable for providing the scope of services, include a description of how this requirement will be met. D. Description of the firm’s current payment channels including any retail contracts, web, and social media payment channels. E. Number of staff, by specialty, and by geographic location, anticipated to be available for the proposed project. The staffing should be based on the prospect that the services being provided to the Authorities may extend for a term of five (5) years with two (2) one-year options to be exercisable by the CTRMA in its sole and absolute discretion, terminable at the desire of either party. III.

Experience: A. A listing of relevant projects accomplished within the past five years shall include the following:  Project name.  Project location.  A brief description of the project and the work performed.  Name, address, and telephone number of client contact. B. A brief summary of those significant active projects expected to be underway in the firm’s designated project office during the calendar years 2017 through 2020. C. A summary of all regulatory and legal proceedings initiated since January 1, 2012, in which the firm is named as a respondent or defendant, including the nature of the proceeding, the claims made and resolution or status thereof. Responses pursuant to this subsection should be placed in an Appendix and do not count toward the page limit. D. A summary of all contract disputes with public agency clients resolved through formal administrative or judicial processes since January 1, 2012. Responses pursuant to this subsection should be placed in an Appendix and do not count toward the page limit.

IV.

Historically Underutilized (“HUB”) And Disadvantaged Business Enterprise (“DBE”) Participation: A. Indicate whether your firm is a certified DBE/HUB/SBE and provide a copy of the certification if applicable B. Describe the provision for or the efforts made or that the firm will make for HUB and/or DBE participation if your firm were to be selected. 4|P a ge

C. State whether work required to provide the specified services will be subcontracted to any State of Texas certified HUB or DBE firm. If so, provide the name of the firm, the principals, with a summary of the work to be performed and the percentage of the total contract. D. Provide all other pertinent information of women/minority participation within other subcontracting firms, if available. E. Provide a copy of your firm’s affirmative action plan (placed in an Appendix and not counted toward the page limit). F. State whether your firm will be able to conform to the requirements of CTRMA’s and NET RMA’s policy on the participation of HUBs in CTRMA and NET RMA professional services and contracting opportunities. A copy of such policies are available at: http://www.mobilityauthority.com/monkeewrench/files/resources/23_Policy_Code_Jul y_2016_1.pdf and https://www.netrma.org/assets/policies_pdf/North_East_Texas_Business_Opportunity_ Program_and_Policy%20%282%29.pdf SUBMITTAL RESTRICTIONS: Submittal text shall be limited to ten (10) pages in length printed on two sides and double-spaced (for a total of 20 pages of text), minimum 11 point Times New Roman font, exclusive of: professional resumes; cover sheets; flyleaves; tables of content; certifications, dividers and other sections indicated above to not count toward the 10 double-sided pages limit. Materials submitted more than the specified 10 double-sided pages will not be reviewed. The Authorities will post updates, clarifications, and addenda to this RFQ on the CTRMA’s website: http://www.mobilityauthority.com/opportunities/ Respondents are responsible for monitoring the website.

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SELECTION OF SERVICES PROVIDER FIRM: The CTRMA, with input from designated representatives of NET RMA, will select the firms to be included on the shortlist based on the following criteria.   

The firm has sufficient and competent staff to accomplish the anticipated work (25% weighting). The firm’s team has previous and/or ongoing experience with projects of similar scope and scale, including references (40% weighting). The firm owns or has access to resources that can accomplish (or be adjusted to accomplish) the tasks/functions necessary for this project (35% weighting).

The CTRMA Executive Director will form a panel, including NET RMA representatives, to review the RFQ responses and provide such feedback, recommendations, or rankings as the Executive Director desires. The Executive Director will then then select a short-list of firms and may request the CTRMA Board to approve the issuance of and RFP to the short-listed firms. Once the RFP responses are received and evaluated by a panel approved by the CTRMA Executive Director, the Executive Director may make a recommendation to the CTRMA Board as to a firm to select or may request the panel to conduct interviews of the firms, after which a final recommendation will be made to the Board. The CTRMA Board will make the ultimate selection of a firm or firms, if any. The CTRMA has not committed to employ a firm, and neither the suggested scope of services nor the terms of an agreement should be construed to require that a firm will be employed for any or all the services described in this RFQ. The CTRMA reserves the right to make those decisions, and the CTRMA’s decisions on those matters are final. The procurement may be terminated at any time prior to execution of a contract. The CTRMA reserves the right to negotiate services to be provided, the fees, therefore, and to reject any and all proposals. QUESTIONS AND CLARIFICATIONS: All inquiries regarding the requirements of this RFQ must be submitted in writing (including email) to the CTRMA c/o Tracie Brown, no later than January 10, 2017. Fi r ms s h ou l d ad d r es s correspondence to the same location designated below for delivery of submittals; direct email to [email protected]. To insure a fair process, inquiries (or summaries thereof) and responses will be posted on the CTRMA and NET RMA websites for the review of all potential proposers. COST OF SUBMITTALS: All costs directly or indirectly related to preparation of a response to this RFQ, or in any oral presentation required to supplement and/or clarify the RFQ, shall be the sole responsibility of, and shall be borne by, responding firms. RELEASE OF INFORMATION AND OPEN RECORDS: All proposals shall be deemed, once submitted, to be the property of the CTRMA. Response documents may be subject to public disclosure under the Texas Public Information Act (“PIA”). Any material deemed to be proprietary, confidential, or otherwise exempt from disclosure under the PIA shall be clearly 6|P a ge

marked as such. The CTRMA will notify proposers in the event a PIA request is received during the pendency of this procurement which might cover all or part of the RFQ response. DELIVERY AND DEADLINE FOR SUBMISSION OF RESPONSES: All responses must be received by the Central Texas Regional Mobility Authority, c/o Tracie Brown, 3300 N IH-35, Suite 300, Austin, Texas 78705, no later than 4:00 p.m. CST, January 31, 2017. Responses received after the deadline will not be evaluated. Seven (7) copies of the response of a firm shall be submitted. ANTI-LOBBYING: Except as provided above as to questions and clarifications concerning this RFQ, prospective respondents may not, during the pendency of this procurement, contact members of the CTRMA or NET RMA Boards of Directors’, CTRMA or NET RMA employees, or consultants performing work for the CTRMA or NET RMA concerning the subject matter hereof. Violation of this restriction is grounds for disqualification.

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