Customer Service Staffing Optimization Operations and Support Services

2026-11-03

The State Road and Tollway Authority ( SRTA ) is requesting firms interested in providing Customer Service Operations and Support to submit information regarding their qualifications as specified herein . SRTA intends to award a single contract for the requested services through a two - step procurement process consisting of this RFQ , followed by a Request for Proposals ( RFP ). The RFQ phase of the procurement will establish a shortlist of the most qualified vendors ( Shortlist ) based on the evaluation criteria set forth herein . Only vendors shortlisted during the RFQ phase can participate in the RFP portion of the procurement . Only those Proposers on the shortlist will be eligible to submit a proposal in response to SRTA ’ s Customer Service Staffing Optimization RFP . The scoring from the RFQ phase will not be carried over to the RFP phase . SRTA CSC Operations Background SRTA ’ s Customer Service Center ( CSC ) provides account management , transaction and violation processing for all Express Lane customers utilizing Peach Pass transponders across SRTA - operated facilities , including the I - 75 South Metro , I - 85 Express Lanes and Extension , and Northwest Corridor Express Lanes . SRTA will provide and retain responsibility for the upkeep and maintenance of all cloud - based core systems supporting CSC operations . SRTA will also remain responsible for updates , enhancements , and ongoing maintenance of the My Peach Pass website , the Interactive Voice Response ( IVR ), and the Peach Pass GO ! Mobile app . ViaPlus provides the Back Office System ( BOS ) as well as manages the Genesys IVR system , the I - 85 roadside system is provided by Quarterhill , and the I - 75 roadside system is provided by Neology . The vendor will interface directly with the BOS and other systems as part of service delivery and shall coordinate with SRTA and its vendors as necessary for efficient operations and data integrity across all platforms . The CSC is responsible for assisting the customer through the full lifecycle of customer account activity , from account creation , transponder fulfillment , violations processing , payment reconciliation , and dispute resolution . These operations are supported through multiple customer access channels , including : • Website Mypeachpass . com : Provides online functionality for new account setup , transponder registration , payments , balance management , and toll history review . • Mobile App Peach Pass GO !: Allows customers to view real - time toll activity , manage vehicles and payment methods .

Georgia

2026-04-29