PA Turnpike RFP — Unified Back Office System For Customer Service Center

Request for Proposals for
Unified Back Office System Implementation and Maintenance
Pennsylvania Turnpike Commission
RFP # 6100005876

The Pennsylvania Turnpike Commission (PTC) has issued an RFP seeking a firm to provide Unified Back Office System (UBOS) Implementation and Maintenance Services for use in its next-generation Customer Service Center. Contact Center operations is not part of this procurement.

The Commission wishes to enter into a long-term contract with a firm that is flexible, future-minded and willing to extend its services to meet Commission service level requirements for a ten (10) year  base contract with options to extend. The system required will include but is not limited to the following functions: customer relations, account and case management; customer billing and payment; inventory management and fulfillment; system and data reporting; natural speech IVR; financial services and the ability to integrate with designated existing Commission systems. Additionally, the Commission is requesting website and application development and implementation that correlates to the overall system functionality.

The Commission seeks a system built to allow for the rapid adoption of new technologies to keep pace with evolving customer needs and preferences associated with communications, bill payment and overall customer experience. Furthermore, we are looking for a partner that shares our vision in striving for and achieving these goals. The RFP, other details including timing of submission can be found at the link below:
(click here to link directly to the RFP 6100005876 listing)