Request for Information - SEPTA Key Customer Contact Center

Agency:	Southeastern Pennsylvania Transportation Authority
State:	Pennsylvania
Type of Government:	State & Local
Posted Date:	Apr 15, 2024
Due Date:	Apr 30, 2024
Solicitation No:	N/A
Bid Source:	Please Login to View Page
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Request for Information (RFI) for SEPTA Key Customer Contact Center

Background and Purpose

By mid-2024, the Southeastern Pennsylvania Transportation Authority (SEPTA), which operates the

fifth-largest transit system in the United States, plans to issue a Request for Proposals (RFP) to

procure an experienced and qualified contractor to design, develop, install, test, transition, operate, and

maintain a Customer Contact Center (CCC) to provide customer service in support of SEPTA’s “Key”

fare payment system program. The Contractor will be required to seamlessly transition the existing

contact center operation to a new operation with minimal customer disruption.

SEPTA Key is an electronic fare payment system that transit riders use to pay their fare as they board

SEPTA bus and rail services. More information about SEPTA’s Key system can be found at

https://www.septakey.org/. The contact center’s primary function is to support fare payment inquiries

via inbound calls and emails with a superior level of customer service for SEPTA riders and SEPTA

Key Customers.

SEPTA receives approximately 17,000 inbound calls and 1,000 emails monthly and is operational 52

weeks per year during the hours of 6:00 AM to 8:00 PM Eastern Time Monday through Friday, and

8:00 AM to 6:00 PM Eastern Time on weekends and holidays.

Objectives

This Request for Information (RFI) is intended to solicit both the Contractor’s interest and ability to

operate the SEPTA Key Contact Center described above.

SEPTA envisions the RFP to include requirements for the Contractor to provide all staffing, facilities,

office space, computer or network equipment or services, and office supplies.

Questions for Contact Center Contractor:

• Please describe your company’s relevant services and if you may be interested in

proposing on SEPTAs Contact Center RFP expected to be released by the summer of

2024.

• Would your company be able to operate a contact center within 60 miles of SEPTA’s

headquarters? If not, what is the optimal distance, considering cost and scope, from SEPTA

headquarters at 1234 Market Street, Philadelphia, PA 19107 for your company to operate a

contact center?

• Please describe any additional information relevant to this RFI which would be useful

for SEPTA to better understand how geographic location of a contact center to its client’s

facilities and operations impact price, the timely response to incoming inquiries, and the

quality of contact responses.

SEPTA will accept responses to this information request through April 30, 2024, 4:00pm EST. No

questions or clarifications from Contractors will be entertained by SEPTA for this request.

Please respond back to Diane McCarthy, Sr. Contract Administrator, at dmccarthy@septa.org.

Thank you.

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