TransCore, Harrisburg, Pa., was awarded a $30 million, three-year base term contract with extension options to update and expand the Delaware Division of Motor Vehicles and E-ZPass customer service operations.
The operations will relocate from Old Rudnick Lane in Dover to a new facility in downtown Dover which is expected to be opened in early 2014. The Delaware State News reported the site is a former restaurant location.
“During our review of multiple vendors, TransCore provided the best value, lowest risk, and the most creative approach in meeting our project requirements to update our customer service center capabilities and enhanced services we offer our customers,” explained Jennifer Cohan, DMV director.
The Delaware E-ZPass Customer Service Center maintains and supports more than 195,000 active accounts and process more than 109,700 wireless toll transactions, 1,300 calls and more than 3,000 violation transactions every day. With this volume of activity and the additional capacity to support the DMV, customer account management systems needed to be updated to meet demand, a release noted.
The E-ZPass Customer Service Center currently utilizes TransCore’s Customer Account Management System and the new contract will include upgrades to that system, such as:
– Enhanced violations processing services (VPS), and new interactive voice response and web services;
– Enhanced automatic replenishment recalculation, violation, and V-Toll processing;
– Expand Delaware DMV Call Center services with phone system enhancements;
– Enhanced hardware and system platform for processing and disaster recovery as well as disaster recovery storage and network upgrades.
The contract includes numerous performance and quality metrics to be met on a regular basis. The standards extend across all areas of DMV operations.
TransCore has worked with the Department of Transportation for more than 24 years.
