RFI: Roadside Tolling and Back Office Systems

expired opportunity(Expired)
From: West Virginia Parkways Authority(State)

Basic Details

started - 06 May, 2021 (about 2 years ago)

Start Date

06 May, 2021 (about 2 years ago)
due - 21 May, 2021 (about 2 years ago)

Due Date

21 May, 2021 (about 2 years ago)
Bid Notification

Type

Bid Notification

Identifier

N/A
West Virginia Parkways Authority

Customer / Agency

West Virginia Parkways Authority
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1 The West Virginia Parkways Authority (WVPA) invites vendors to provide feedback, information and materials for the agency to consider during planning for replacement and systems upgrades for toll collection, customer service and violations enforcement. we are seeking ... ... system integrators, technology and software providers, and equipment vendors who specifically provide the services for the implementation of toll systems and can knowledgeably and transparently discuss ideas that could meet the WVPA’s stated goals, with discussions about industry trends, best design and development approaches, recommended solutions, contracting and pricing methodologies, and life cycle maintenance approaches. Roadside Tolling and Back Office Systems request for information | West Virginia Parkways Authority Responses to this request for information will include one-on- one interviews followed by written submissions. See further details within. roadside tolling systems » Multiple protocol
automated vehicle identification » Axle- and height-based automated vehicle classification » Secure credit card payment acceptance » License plate image capture » Staffed and automated cash collection back office and customer service systems » Customer contact channels » Account management » Invoicing, noticing and reporting » Payment processing » License plate image review systems APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE http://www.transportation.wv.gov/TURNPIKE contents Background and Program Goals ........................................... 3 Issuing Entity ............................................................................................ 5 General Conditions ............................................................................. 6 Public Disclosure ................................................................................... 6 One-on-One Interviews ................................................................ 7 Response Instructions ..................................................................... 7 RFI Questions .......................................................................................... 7 This RFI intends to obtain feedback and input to identify state-of-the-industry solutions to the toll collection, enforcement and customer service needs of the West Virginia Parkways Authority. Services for the West Virginia Parkways Authority Roadside Tolling and Back Office Systems RFI 2 APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE https://transportation.wv.gov/TURNPIKE/Pages/default.aspx TOLL PLAZA BARRIER C TOLL PLAZA BARRIER ATOLL PLAZA BARRIER A TOLL PLAZA BARRIER B NORTH BECKLEY TOLL PLAZA NORTH BECKLEY TOLL PLAZA WVPA HQ AND PRIMARY CSC WVPA SATELLITE CSC CHARLESTON Princeton 77 77 64 79 64 77 70 64 6868 79 79 1919 WE ST V I RG I N I A PA MD VA OH K Y WEST VIRGINIA TURNPIKE TOLL PLAZAS Note: The schedule graphic at right is for representative purposes only. WVPA reserves the right to alter schedule at any time. GENERAL TIMELINE OF POTENTIAL PROCUREMENT ACTIVITIES AND IMPLEMENTATION Background and Program Goals The West Virginia Parkways Authority (WVPA) conducts toll collection, custom- er service and toll violation enforcement operations at three mainline toll plazas (Barriers A, B and C), one interchange ramp toll plaza (North Beckley), and WVPA self-operated customer service cen- ter locations – the primary being the WVPA headquarters in Charleston and a smaller satellite location in Beckley. Additionally, WVPA directly supports road- side systems maintenance in collaboration with the existing legacy toll system vendor. This Level 1 maintenance includes pre- ventative and routine activities, unit-level equipment replacement and troubleshoot- ing and similar activities. The mainline toll plazas are bidirectional with 10-12 lanes of low-speed or stop-con- dition tolling equipment, and reversible capabilities in the center lanes at Barriers B and C. Barrier A is a split location serving both directions. The outside lanes at Barriers B and C are also capable of tandem operations. Revers- ible and tandem operations are critical to plaza throughput and must be maintained in future systems, and they will require the same full-service payment options as permanent lanes. WVPA is open to solu- tions to coordinate transponder detection, classification and image capture from the permanent lane installations in concert with the temporary tandem lanes to min- imize additional in-lane equipment for full-service temporary tandem operation. All lanes can read the E-ZPass radio fre- quency identification (RFID) standard using Kapsch Roadcheck automatic vehicle identi- fication (AVI) readers. Mainline plazas have both staffed and E-ZPass-only lanes, some capable of shifting between modes depend- ing on operational needs. All lanes include automated vehicle classification (AVC) sys- tems that determine a vehicle’s class based on its axles and height (learn more). Lanes that with E-ZPass-only mode also have license plate image capture cameras that support toll enforcement operations. Lanes that can only be operated in staffed modes do not have license plate capture cameras. Staffed lanes include manual op- erations to collect cash, make change and manually process insufficient funds trans- actions, also known as “no-pays.” The bidirectional, split North Beckley Toll Plaza has three low-speed or stop-condi- tion lanes in each direction. All lanes can support staffed collection, and four lanes also have exact-change, coin-only payment machines that are carryovers from systems prior to the 2010 upgrade. The existing toll sys- tem includes host and back office systems located at the WVPA HQ and disaster recovery systems for the host and back office at WVPA offices in Beckley. All toll plazas have been recently or are in the process of fiber connectivity back to the headquarters and disaster recovery locations. 2021 2022 2023 2024 Procurement(s) Development Procurement(s) Implementation Services for the West Virginia Parkways Authority Roadside Tolling and Back Office Systems RFI 3 APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE https://transportation.wv.gov/Turnpike/travel_resources/Pages/Toll-Rates.aspx https://transportation.wv.gov/TURNPIKE/Pages/default.aspx WVPA self-operates the back office and customer service center using systems pro- vided under the 2010 project. Operations include customer service via walk-ins and phone, account management, license plate image identification, no-pay and toll viola- tions issuance and processing, reporting and related operations. WVPA has unique customer programs (learn more). The current roadside and back office sys- tems were installed in 2010, and given their age and technological advancements to better support WVPA’s goals, WVPA is ini- tiating planning for the upgrade project. After extensive study and strategic planning, WVPA determined that high- way-speed, free-flow, open road tolling will not be part of the next system upgrade, focusing instead on the “in-kind” replace- ment of current operations functionality with the following enhancements: » License plate cameras in all – including staffed – lanes to expand enforcement and payment handling options. » New technology for automated cash, license-plate-based or other payment options for the North Beckley toll plaza, including the possibility of all-electronic tolling as a pilot within the existing toll plaza infrastructure. » The ability to accept credit card payments in staffed (all plazas) and automated cash payment lanes (North Beckley), and for walk-in customers at customer service center locations. » Multiple protocol RFID reader capabilities in toll plazas in line with E-ZPass Group stated plans. SCOPE OF THIS REQUEST FOR INFORMATION ROADSIDE EQUIPMENT › Primary and backup host systems › Determining toll rates › Transaction aggregating › System monitoring CENTRAL PROCESSING › Determining toll rates by vehicle › Reading, processing E-ZPasses › Capturing license plate images › Collaborative agency and vendor roadside maintenance Roadway, Toll Points and Transactions Accounts, Transponders and Image Processing › Processing license plate images › Account management systems › Billing and interfaces › Payments and fulfillment BACK-OFFICE SYSTEM 88 miles of TOLL ROAD 3 mainline barrier TOLL PLAZAS 1 interchange ramp TOLL PLAZA 2020 2019 154,202 E-ZPass accounts at year end 47,661 new accounts opened 2.5 million license plate images processed 65,000+ notices sent 116,000+ calls handled 158,591 E-ZPass accounts at year end 22,251 new accounts opened 2.2 million license plate images processed 70,000+ notices sent 84,000+ calls handled 36.9 million+ total transactions 14.5 million+ staffed cash transactions 20.0 million+ E-ZPass transactions 1.4 million+ automated cash transactions 680,000+ gross violations 2019 2020 30.5 million+ total transactions 11.2 million+ staffed cash transactions 17.5 million+ E-ZPass transactions 920,000+ automated cash transactions 760,000+ gross violations ALL-ELECTRONIC TOLLING PILOT POTENTIAL: North Beckley plaza in 2019 had 2 million+ transactions that were either manual or automated cash, representing an approximate volume of license-plate-based transactions at the location if the existing plaza were converted to AET. Services for the West Virginia Parkways Authority Roadside Tolling and Back Office Systems RFI 4 APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE https://transportation.wv.gov/Turnpike/EZPass/FAQ/Pages/default.aspx https://transportation.wv.gov/TURNPIKE/Pages/default.aspx The WVPA issues this RFI. The sole point of contact for all inquiries related to this RFI and responses shall be the following individual: MARGARET VICKERS West Virginia Parkways Authority 3310 Piedmont Road Charleston, WV 25306 mvickers@wvturnpike.com » Enhanced capabilities to handle cus- tomers who do not have adequate payment when stopping in a staffed lane (increased efficiency and automation of “no-pays” including tracking and reporting of payments and nonpayment statuses). » Overall updates to customer service functions to reflect state of the practice for customer management, contacts, self-service, reporting and similar. The “in-kind” element of the system up- grade will reuse existing toll plaza and back office facilities and infrastructure. WVPA is not planning changes to the num- ber of lanes, equipment nor any major WVPA TOLLING SYSTEMS GOALS changes to infrastructure such as pave- ment, traffic islands, booths, tunnels or support buildings. WVPA recognizes that some level of work likely will be required for equipment in- stallation including enclosures, cable routing and possible pavement work for sensors; however, solutions that minimize infrastructure changes or civil work are preferred, if performance requirements can be met. WVPA anticipates similar requirements to industry standards for this scope of work, typical of similar procurements. More de- tails to be defined in future procurement activities, where applicable. Interview time slots are as follows: » Slot A: 10-11:30 a.m. EST » Slot B: 1-2:30 p.m. EST » Slot C: 3-4:30 p.m. EST written responses One electronic version of your written response (as an attachment in a searchable format) may be sent via email to the contact above on or before Friday, May 21, 2021, before 1 p.m. EST. Emailed responses should include the name and contact information of the responding vendor, with the phrase “Toll System Upgrade Project RFI Submission” in the subject line. Issuing Entity and Response Schedule Responses will be two-part: 1. Virtual one-on-one interview 2. Written response submission interview Virtual one-on-one interviews are planned for Monday through Friday during the week beginning April 26 and ending April 30, 2021. Respondents will need to send an email on or before Tuesday, April 20, 2021, before 12 p.m. EST, to the contact above indicating their top three preferred date/time slots (see below). Assignments will be confirmed based on the order of emails received. key dates and times Email preferred choices for virtual interview: Tuesday, April 20 12 p.m. EST Email written response to WVPA contact: Friday, May 21 1 p.m. EST Services for the West Virginia Parkways Authority Roadside Tolling and Back Office Systems RFI 5 APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE mailto:mvickers%40wvturnpike.com?subject= https://transportation.wv.gov/TURNPIKE/Pages/default.aspx General Conditions This RFI does not constitute nor should respondents construe it as a solicitation or obligation on the part of the WVPA to issue a pro- curement nor award a contract. The WVPA will not pay for the prepara- tion of any response or information submitted for the WVPA’s use. The WVPA may, at its sole discre- tion, use information provided in response to the RFI; however, the WVPA is not obligated to use any information so received. To the extent that information to be provided in response to this RFI may be considered as divulging a Respon- dent’s intellectual property including copyrights and trade secrets, or confi- dential proprietary information (CPI), the following statements shall apply: » Confidential Information. The WVPA does not require CPI or trade secrets be submit- ted in response to this RFI. » Commission Use. The WVPA shall consider all submitted re- sponse materials as its property. The WVPA shall have the right to Public Disclosure The disclosure of information from Public Agencies is governed in West Virginia by West Virginia Freedom of Information Act (FOIA). §29B-1-4 Entitled “Exemptions” under (a) indicates as follows: There is a pre- sumption of public accessibility to all public records, subject only to the following cate- gories of information which are specifically exempt from disclosure under this article: (1) Trade secrets, as used in this section, which may include but are not limited to, any formula, plan pattern, process, tool, mech- anism, compound, procedure, production data, or completion of information which is not patented which is known only to certain individuals within a commercial concern who are using it to fabricate, produce or com- pound an article or trade or a service or to locate minerals or other substances, having commercial value, and which gives its users an opportunity to obtain business advantage over competitors;…” To the extent the Parkways Authority receives requests under the Freedom of In- formation Act to disclose such trade secrets, as defined above, it will provide timely notice to the owner of the trade secrets so that it may proceed in any form it deems necessary in any court of competent jurisdiction or otherwise to preclude the disclosure by the Parkways Authority if it is unable to do so under the West Virginia Freedom of Infor- mation Act. use all ideas, concepts or know- how that any response presents, unless a Respondent affirmatively notes all objections as part of its response. Notwithstanding copy- right designations contained on the face of responses, WVPA shall have the non-exclusive right to reproduce and distribute respons- es internally, and to comply with public record or other disclosure requirements under the provisions of Commonwealth or U.S. statutes or regulations, or rules or orders of any court of competent jurisdiction. Toll Plaza Barrier A Northbound Services for the West Virginia Parkways Authority Roadside Tolling and Back Office Systems RFI 6 APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE https://transportation.wv.gov/TURNPIKE/Pages/default.aspx Response Instructions The WVPA appreciates your careful consideration and response so that we can obtain meaningful feedback for planning purposes. Please respond to all applicable questions in as much detail as possible. You may copy the questions below and provide your response in a separate file. Note: WVPA developed the questions below with the expectation not all will apply to every Respondent. If a question does not apply to your area of expertise, please write “N/A” in response. One-on-One Interviews The WVPA plans to interview respon- dents virtually to obtain feedback, information and materials that may assist WVPA personnel in its decision-making. Respondents willing to participate in an interview are responsible for all costs associated with participation. More details about the format of the virtual meeting to be provided as part of interview planning. Respondents should assume that audio, video and screen-sharing will be available. See Page 5 section “Issuing Entity and Response Schedule” for one-on-one interview timing and scheduling. Staffed toll booths will allow for acceptance of credit card payments. All lanes to include license plate image capture systems. RFI Questions Roadside Toll System Services 1. Describe your experience and current solutions for staffed toll collection lanes in traditional toll plazas sim- ilar to WVPA facilities. Describe elements of your solutions that: a. Allow for acceptance of cred- it card payments, including security considerations. b. Offer semi- or fully automated options for handling customers with insufficient funds. c. Include automated enforce- ment of non-payments via license plate image capture. 2. Discuss lessons learned and ap- proaches to transitioning from legacy single-protocol AVI readers (including any specific experience with Kapsch Roadcheck TDM readers) to tri-proto- col AVI readers (TDM, 6C, Sego) within the same traditional lane plaza while processing a mix of payment methods including coin, cash, credit cards, debit cards, and transponders via both lanes with staffed booths and unattended lanes either equipped with booths, automated toll payment machines, or dedicated transponder collection? Services for the West Virginia Parkways Authority Roadside Tolling and Back Office Systems RFI 7 APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE https://transportation.wv.gov/TURNPIKE/Pages/default.aspx 3. Describe your firm’s preferred approach to transitioning traditional toll lanes when adding multi-protocol AVI functionality; then, discuss how that would affect: a. AVI synchronization. b. The testing of new toll system function in tri-protocol operation. c. The measurement of new toll system performance in tri-protocol operation. d. In any way, the existing toll system in any lane prior to its full replacement. 4. Discuss whether and why you would prefer to propose a tri-protocol AVI reader with IAG and OmniAir certifi- cations or an AVI reader with different or fewer third-party certifications. 5. Describe your AVC solution in the context of the WVPA classification structure (learn more) and the pavement requirements in tradi- tional lanes. Discuss any recent advancements that would minimize or eliminate the need for pavement remediation, including any limita- tions of performance requirements. 6. Describe your toll system offer- ings for accepting payments from customers in staffed lanes beyond cash, license plate or transponder – specifically credit cards but also other methods such as contactless smartphone applications, mobile wallets or similar technologies, either as provided technologies or inter- faces to third-party technologies. All lanes equipped with multi-protocol E-ZPass-compliant RFID AVI systems. Minimization of pavement impacts for classification sensors while meeting industry-standard performance needs. Reuse of existing infrastructure such as junction boxes, conduit and similar where practical. Services for the West Virginia Parkways Authority Roadside Tolling and Back Office Systems RFI 8 APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE https://transportation.wv.gov/Turnpike/travel_resources/Pages/Toll-Rates.aspx https://transportation.wv.gov/TURNPIKE/Pages/default.aspx 7. Describe your toll system offerings for accepting toll payment in unstaffed traditional lanes via coin, credit card, license plate image and transponder. Summarize the approach to AVC (e.g. pre-class; hybrid with some post-processing; etc.) to present the toll due to the customer and accept payment; then, discuss the following: a. Any additional classification hardware that is required, or challenges that your proposed ap- proach presents, when these same lanes operate staffed sometimes and unstaffed at other times. b. Any additional cash (bills) ac- ceptance and change-making hardware that is required, or challenges that your proposed ap- proach presents, when these same lanes operate staffed at some times and unstaffed at others. c. Any business rule consider- ations that would mitigate these challenges given the staffed and unstaffed operations. 8. Describe your experience or approach to working with toll agency operations that self-perform first-level mainte- nance of roadside tolling equipment, such as unit replacement, tuning and/ or preventative maintenance activities. 9. Discuss your approach to transitioning the lanes, coordination with other leg- acy system vendors, while minimizing impacts to the traveling public and toll collection operations, including the possibility of night work or restricted durations of closures to off-peak peri- ods. Provide examples where possible. Existing toll plaza workstations for collector and management interfaces with systems. Roadside maintenance collaboration with WVPA. Maintaining adequate traffic throughput during implementation will be critical. Upgraded payment options for existing automated self-payment lanes. Services for the West Virginia Parkways Authority Roadside Tolling and Back Office Systems RFI 9 APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE https://transportation.wv.gov/TURNPIKE/Pages/default.aspx 4. Provide details about your system’s ability to handle discounts and discount plan renewals similar to WVPA’s current programs while focusing on system configurability for future programs. 5. Describe your system’s approach to handling routine updates such as planned changes to toll rate schedules or regular software main- tenance updates – both how this is typically handled contractually, in your experience, and your prefer- ences for handling, if different. Back Office System 1. Provide an overview of various functions of your back office solution with focus on the following elements: a. Account and customer management. b. License plate image-based viola- tion processing and management. c. Disputes and refunds handling. d. Ability to accept credit card pay- ments with all the required PCI compliance for point of sale (POS) devices at the walk-in cen- ter, and processing of credit card information from roadside toll system transactions. e. Approaches to handling undeliver- able or returned mail to maximize reaching customers for payment. f. Third-party interfaces as functionality that may be added later, specifically: i. DMV and third-party license plate look-up services for deter- mination of registered vehicle owner address information. ii. Collections services. iii. DMV registration hold. Existing toll plaza workstations for collector and management interfaces with systems. 2. Provide an overview of the reporting capabilities of your System including ability to support ad-hoc reports/ queries that can be run by the agency staff, with focus on ability to track revenue losses especially related to insufficient funds request handling and automated violation enforce- ment operations. Summarize your system capabilities for tracking and reporting customer payments and outstanding balance status for agency awareness and possible “hot lists.” 3. Provide an overview of your system’s ability to maximize self-service by customers or reduce time required for satisfied customer engagement through the following: a. Integrated voice recognition systems b. Website c. Mobile applications d. Other (please describe) Services for the West Virginia Parkways Authority Roadside Tolling and Back Office Systems RFI 10 APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE https://transportation.wv.gov/TURNPIKE/Pages/default.aspx Typical WVPA Toll Plaza Tunnel for Equipment and Employee Access. 6. Describe your system’s ability to han- dle insufficient funds transactions such as a “missed-a-toll” functionality for customers who do not request unpaid toll processing from a staffed toll col- lector but desire to pay prior to agency enforcement actions. 7. Provide overview of your system’s re- cord retention capabilities focused on the violation transaction data including images and correspondence. Provide examples of similar size programs or general examples of longer term re- cord retention situations with ready access for agency requests. 8. Provide details on any experience you have on handling third-party payment options whereby third parties handle customers and interface with your back office solution. 9. Provide your firm’s experience (if no experience, indicate this and your proposed approach for) working with toll agencies that utilize your system to self-operate their entire back office operations or portions of their back office operations (e.g. vendor handles image review and processing but toll agency handles other functions). 10. Describe any other solutions that your firm offers that focus on increasing efficiency for back office operations. 11. Provide details of the functions provided by your firm’s existing back office and customer service center installations for toll agencies similar in size to WVPA. 12. Provide your firm’s experience with interoperability and centralized hub- style networks, including the E-ZPass Group existing and proposed systems, if applicable. Services for the West Virginia Parkways Authority Roadside Tolling and Back Office Systems RFI 11 APRIL 2021 | WWW.TRANSPORTATION.WV.GOV/TURNPIKE https://transportation.wv.gov/TURNPIKE/Pages/default.aspx Next 15: Back 19: Page 2: Page 3: Page 4: Page 5: Page 6: Page 7: Page 8: Page 9: Page 10: Page 11: Next 20: Page 2: Page 3: Page 4: Page 5: Page 6: Page 7: Page 8: Page 9: Page 10: Page 11:

Madison County Courthouse100 Northside Square, Huntsville, AL 35801Location

Address: Madison County Courthouse100 Northside Square, Huntsville, AL 35801

Country : United StatesState : Alabama