RFP 25-11: Outsourced Remote Customer Support & Call Center Operations Addendum No.1
| Agency: | Rhode Island Turnpike and Bridge Authority |
|---|---|
| State: | Rhode Island |
| Type of Government: | State & Local |
| NAICS Category: |
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| Posted Date: | Feb 2, 2026 |
| Due Date: | Feb 9, 2026 |
| Original Source: | Please Login to View Page |
| Contact information: | Please Login to View Page |
| Bid Documents: | Please Login to View Page |
RFP 25-11: Outsourced Remote Customer Support & Call Center Operations
The Rhode Island Turnpike and Bridge Authority has issued RFP 25-11: Outsourced Remote Customer Support & Call Center Operations
To read the RFP, CLICK HERE.
To read Addendum No.1, please CLICK HRE.
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Rhode Island Turnpike and Bridge Authority
January 7, 2026
Request for Proposal No. 25-11
Outsourced Remote Customer Support & Call Center Operations
INTRODUCTION
The Rhode Island Turnpike and Bridge Authority (RITBA) is seeking proposals from qualified
firms to provide remote E-ZPass customer service call center services. The selected vendor will
support RITBA E-ZPass customers by delivering high-quality, professional and efficient customer
service interactions through a fully remote call center model.
RITBA is seeking a partner with demonstrated experience in managing remote tolling customer
support operations, maintaining service excellence, and scaling resources to meet a fluctuating
demand. The vendor should possess strong capabilities in agent recruitment and training, quality
assurance, performance management, data security, and reporting.
This RFP outlines our service requirements, performance expectations, and evaluation criteria.
Vendors are invited to submit proposals that detail their approach, experience, technology, staffing
model, pricing, and ability to meet or exceed our customer service standards.
BACKGROUND
RITBA is a quasi-public agency created by the Rhode Island General Assembly in 1954 as a
corporate and body politic, with powers to construct, acquire, maintain, and operate bridge projects
as defined by law. The Authority was responsible for the construction of the Claiborne Pell Bridge
(formerly the Newport Bridge) which opened to traffic on June 28, 1969. The Authority has been
responsible for the operation and maintenance of the Mount Hope Bridge between Bristol, Rhode
Island and Portsmouth, Rhode Island and the Claiborne Pell Bridge between Newport, Rhode
Island and Jamestown, Rhode Island since 1964 and 1969, respectively. On April 25, 2013, the
State transferred custody, control and supervision of the land and improvements for the Jamestown
Verrazzano and the Sakonnet River Bridges from the Rhode Island Department of Transportation
(RIDOT) to the Authority. Ownership and title of the bridges remains with the State. In addition
to the four (4) bridges noted above, RITBA also operates and maintains Route 138 through
Jamestown and ten (10) smaller bridges associated with this highway and the approaches to the
four (4) major bridges.
REQUEST FOR PROPOSAL REQUIREMENTS
RITBA requires respondents keep the proposals to a maximum of eight (8) double sided 8 ½ x 11
pages (no less than 12 font) for each discipline a firm is requesting to provided services for RITBA,
excluding:
• Cover Letter
• Table of Contents
• Dividers
• Resumes
RITBA will not accept videos, simulations, or other electronic presentations for this submittal.
However, such electronic information may be presented during an interview process for the
shortlisted proposers if so necessary.
Proposing firms shall submit one electronic (via email to procurement@ritba.org) and three (3)
printed copies of the proposal to:
Office of Procurement
Rhode Island Turnpike and Bridge Authority
1 East Shore Road
Jamestown, RI 02835
Attn: Outsourced Remote Customer Support & Call Center Operations
– RFP 25-11
The proposal must be received no later than 2:00pm EDT February 9, 2026 EDT. Late
submissions will not be accepted. RITBA accepts deliveries during normal business hours
Monday through Friday 9:00am to 4:00pm EDT excluding national and local state holidays. It is
the sole responsibility of the responding firm to ensure delivery of its proposal on or before the
due date/time, RITBA will not accept any proposals that are received after the due date/time. To
control the dissemination of information regarding this RFP, firms interested in submitting
proposals shall not make personal contact with any member of RITBA staff and/or Board of
Directors. Questions concerning this RFP should be directed, via email to procurement@ritba.org
no later than 2:00pm January 26th , 2026, EDT. RITBA will respond to all relevant questions no
later than end of day EDT January 30, 2026. This addendum will be posted to RITBA’s website
(www.ritba.org) and the State of Rhode Island’s Division of Purchasing website
(www.purchasing.ri.gov).
RITBA accepts no financial responsibility for any costs incurred by a firm in responding to this
RFP, participating in oral presentations, or meeting with RITBA prior to being awarded the
contract. The proposals in response to this RFP become the property of RITBA and may be used
by RITBA in any way it deems appropriate. All information submitted in response to this RFP is
deemed public and subject to disclosure unless a separate redacted public copy is submitted,
regardless of whether the information is marked confidential/proprietary. Firms may redact in
public copy any trade secrets or commercial or financial information which is of a privileged or
confidential nature pursuant to the Access to Public Records Act (R.I. Gen. Laws § 38-2 et. seq.).
If Firm does not submit a redacted public copy, RITBA assumes that firm is not seeking
confidential treatment for any of its information and thus, all information is subject to public
disclosure. By submitting a proposal, the firm certifies that it has fully read and understands the
RFP, has full knowledge of the scope of work to be provided, and accepts the terms and conditions
under which the services are to be performed. RITBA will be the sole judge in determining as
equivalent products (if applicable).
RITBA reserves the right to, virtually, interview some, all or none of the firms responding to this
RFP based solely on its judgment as to the firm(s) proposals and capabilities. RITBA reserves the
right to select firms directly from the proposals received without the use of an interview process.
RITBA reserves the right to request and consider additional information from submitters, and to
reject any submittals on any basis without disclosing the reason. No firm may withdraw their
submittal for at least one hundred twenty (120) days after the time and date set for submission.
RITBA reserves the right to waive any irregularities and technical defects. RITBA reserves the
right to modify, amend or waive any provision of this RFP, prior to the issuance of an award for
these services.
SCOPE
1. Customer Account Management
• Update and maintain customer RITBA E-ZPass accounts.
• Assist customers with account inquiries and updates to account information, (e.g, account
demographics, vehicle or license plate updates, transponder activation or deactivation).
• Process account payments, auto-replenishment setup, and balance inquiries.
• Provide customer support for online access, login support and profile updates.
• Maintain a thorough understanding of RITBA E-ZPass business rules and regulations.
• Assist customers with the account closure process and ensure all required documentation
is submitted.
• Verify and confirm account information with customers to ensure accuracy.
• Advise business/commercial accounts for the proper procedures for their inquiries.
• Understand and apply the process for directing customers to local AAA offices for account
establishment when required.
• Support customers with the toll dispute process for out of state toll transactions on their
RITBA account.
• Explain toll transactions and charges appearing on customer statements
• After each customer interaction, call center agents must write detailed notes summarizing
the conversation.
• Notes should include:
o Customer’s account details (as needed for context, respecting privacy regulations).
o Purpose of the call and the main issues raised.
o Actions taken by the agent during the call.
o Any follow-up actions required and the responsible party.
o Relevant dates, times, and reference numbers for transactions or escalations.
• Notes must be clear, accurate, and entered into the CRM or call tracking system
immediately after the interaction, including the customer service representatives initial and
numbers.
• Documentation is subject to periodic quality reviews to ensure completeness and
compliance with E-ZPass standards.
2. Toll Invoice & Violation Processing
• Explain toll charges, invoices, and statements.
• Research and dispute invoices and toll transactions as needed.
• Navigate the account management system to explain the reasons invoices were issued.
• Assist customers with violation notices, administrative fees, and resolution processes.
• Process payments for toll invoices, violations, and related fees over the phone through our
IVR system or RITBA website if needed.
• Support customers who may have: DMV Holds, attend Traffic Tribunal or are sent to
Central Collections, to resolve their violation matters.
• Staff are proficient in navigating the account management system to correctly process fee
waivers, with minimal assistance required.
• Follow and understand the RITBA invoice dispute resolution process.
3. Call Center Services
• Respond to inbound calls regarding accounts, violations and general inquiries.
• Handle escalations and ensure timely resolution of complex cases
• Conduct outbound customer service calls when needed (e.g. follow-ups, or account
verification).
• Provide accurate and consistent information about E-ZPass policies and procedures.
• Educate customers about toll usage, account options, E-ZPass business rules and online
tools.
• Maintain record of call volume, response times and resolution rates.
• Generate daily, weekly and monthly performance reports to share with RITBA.
• Monitor and report recurring issues or trends to RITBA management.
4. Service Level Expectations
• Call Handling Quality- 10-to-15-minute wait times
• Average handle time- 4-10 minutes
• The Vendor shall maintain an abandoned call rate of no more than 25%, excluding calls
abandoned within the first 10-15 minutes of queue time. Performance will be evaluated in
conjunction with Average Speed of Answer (ASA) to ensure hold times remain within
acceptable service levels.
• After call work- 3-5 minutes
• First Call Resolution- 75-85% of calls resolved without escalations or callbacks
• Staff Adherence- 90-95% adherence to scheduled shifts.
• The remote call centers support RITBA business hours and holiday schedules.
• This RFP requests an initial staffing level of 30 Customer Service Representatives. Staffing
levels may fluctuate and are subject to change based on call center call volume and business
needs.
• Customer Service Representatives will follow and abide by all PCI and PII requirements
outlined by RITBA.
5. Interface
• Customer service staff will utilize the following applications:
o Secure remote access to RITBA internal system
o Emovis: Abertis Mobility Services Toll CRM and Image Review applications
o Mitel Soft Phones: Micollab and Web Ignite applications.
o Microsoft applications
• The call center shall maintain effective coordination and communication with RITBA staff
and internal IT teams.
• Notify RITBA staff immediately of any system outages, performance issues, or suspected
security incidents affecting call center operations.
• Maintain documentation of all technical issues, root cause analyses and resolutions.
• The remote call center must be capable of securely interfacing with the RITBA network
and operating all necessary applications identified above.
• Ensure all technical integrations and communication systems comply with security
standards, including PCI requirements, data encryption, and protection of personal
information.
• Support IT in performing audits, penetration tests, or security reviews related to call center
technology.
6. Training and Workforce Development
The initial training from the call center will be conducted by RITBA staff with a trainer and
supervisor from the company selected. The training process will include the following:
• Provide a structured onboarding program for all new call center agents prior to handling
live calls.
• Training must include:
o E-ZPass system operations and account management procedures.
o Tolling policies, billing rules, violation processing, and state/agency regulations.
o Customer service standards, communication skills, and de-escalation techniques.
o Use of Toll CRM systems, and Mitel soft phones
This page summarizes the opportunity, including an overview and a preview of the attached documents.
* Disclaimer: This website provides information about bids, requests for proposals (RFPs), or requests for qualifications (RFQs) for convenience only and does not serve as an official public notice. Individuals who wish to respond to or inquire about bids, RFPs, or RFQs should contact the relevant government department directly.
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See Also
Bid Description RI Turnpike and Bridge Authority Bid Number: RFP 25-11R Description See
State Government of Rhode Island
Bid Due: 6/22/2026
RFP 25-11R: Outsourced Remote Customer Support & Call Center Operations The Rhode Island
Rhode Island Turnpike and Bridge Authority
Bid Due: 6/22/2026
RFI26006638 |Budget System Solutions - Office of Management and Budgett The purpose of
State Government of Rhode Island
Bid Due: 6/09/2026
Bid Description Judicial/Courts Bid Number: B2026001A1 Description This solicitation is for the implementation
State Government of Rhode Island
Bid Due: 6/04/2026