Georgia’s State Road and Tollway Authority (SRTA) is requesting firms to submit their qualifications for providing comprehensive customer service operations and support services across the authority’s express lanes network.
The selected service provider for SRTA’s Customer Service Center (CSC) operations and support will be responsible for offering all necessary facilities, hardware, software, infrastructure, and technical, administrative, and operational staffing to fulfill all requirements, including but not limited to:
- Customer Service Operations
- Payment Processing and Financial Support
- Case Management and Dispute Resolution
- Mail Processing and Correspondence Support
- Call Center and Live Chat Services
- Quality Assurance and Continuous Improvement
- Training and Knowledge Management
- Staffing, Personnel Management, and Facilities
- Project Management, Reporting, and Governance
- Coordination with SRTA and Third Parties
Please access the Request for Qualification #27-001 Customer Service Staffing Optimization documents at this link:
https://srta.ga.gov/srta-procurement/
The deadline for proposers written questions is March 19, 2026 (5:00 PM ET). SRTA will respond to written questions on March 25, 2026. Statements of Qualifications are due April 6, 2026 (3:00 PM ET).