Download - Centralized Customer Service System Update
![Page 1: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/1.jpg)
Centralized Customer Service System Update
Centralized Customer Service System (CCSS)
![Page 2: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/2.jpg)
C a p t u r e
P r o c e s s
R e c o r d
Lane
Customer Account
![Page 3: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/3.jpg)
Industry Forum
April 25th – 26th Marriott Hotel, Tampa International Airport
![Page 4: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/4.jpg)
Agenda April 25 – 26, 2013
• General Session – Industry Forum Goals
– About the Agencies
– CCSS: o Goals
o Scope
o Procurement Plan
o Next Steps
• Meet and Greet with Agency Executive Directors
• One-on-One Meetings with Agency Staff
![Page 5: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/5.jpg)
Industry Forum Goals
• Provide Overview of CCSS Project
• Obtain Input from Vendors
• Facilitate Partnering:
– Vendor Community Outreach
– Coordination with Agencies
![Page 6: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/6.jpg)
Industry Forum Highlights
• Registered Attendees: 102
• Registered Firms: 50
• One-on-One Sessions: 35
![Page 7: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/7.jpg)
Industry Forum Participants 3M
Accenture
AECOM
AEGIS
American Express
BancTec
Bank of America
BESTPASS
Blackmon Roberts Group
CenturyLink
Cintra
Citi
Clear2Pay
Computer Aid
Credit Protection Association
CSC
Cubic Transportation System
Dell Drivewyze Duncan Solutions Egis Projects F.R. Aleman & Associates Faneuil Fifth Third Bank Heritage Payment Solutions
Holtzman Group
IBM
Infosys
J.P. Morgan
Kapsch Traffic Com IVHS
Kyra InfoTech
Linebarger Goggan Blain & Sampson
Mastek
MSB
NCO Financial Services
Oracle
Park By SMS (A115)
PATLive
Parsons Brinckerhoff
RS&H
SAP Public Services
SICE
SunTrust Bank
Tampa Bay Regional
Planning Council
TEAM FL
The Fulcrum International
TollPlus
TransCore
URS Corporation
Xerox
![Page 8: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/8.jpg)
CCSS Goals
• Provide a Centralized Process for Toll Transactions
• Allow a Single Point of Contact for Customer Service
• Reduce the Cost of Electronic Toll Collection
![Page 9: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/9.jpg)
CCSS Scope
• Process transactions from participating agencies
• Interact with interoperable partners
• Maintain pre-paid and post-paid accounts
• Perform customer relationship management
• Obtain registered owner of vehicle (ROV) information
• Send invoices for post-paid transactions
• Process payments & customer disputes
• Escalate unpaid transactions
• Distribute transponders & track inventory
Functions
![Page 10: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/10.jpg)
SunPass Growth 2004 vs. 2013
50% 81%
1.5M 8.0M
1.0M 4.2M
$26M $69M
143 311
702K 7.3M
FY 2004 FY 2013 (First Six Months)
SunPass Participation
Total Transponders
Total SunPass Accounts
Monthly SunPass Account Replenishment
Total SunPass Only Lanes
Monthly Video Images Processed
≈300 Trans/ Acct
≈140 Trans/ Acct
![Page 11: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/11.jpg)
CCSS Scope
• Complete Reporting on Transaction Disposition Throughout Revenue Cycle
• Timely and Accurate Financial Reporting
• Integrated, Streamlined Balancing and Reconciliation
• SSAE-16 Type II Annual Audit
Financial Traceability
![Page 12: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/12.jpg)
CCSS Scope
• Internet
• Mobile Apps
• Text / SMS
• Walk-in Centers
• Money Services Locations
• Phone / Call Center
• Interactive Voice Response
Customer Interfaces
![Page 13: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/13.jpg)
CCSS Scope
• Agency Host Systems
• Interoperable Partners
• Airports
• Credit Card Processing
• Rental Car Companies
• Courts
• Collections
• Lockbox Services
• ROV Lookup
External Interfaces
![Page 14: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/14.jpg)
CCSS Procurement Plan
• Single Procurement: – Development and Implementation
– Operations and Maintenance
– Turnkey System
• Demonstration/Presentation
• Evaluation – Qualifications and Price
• Phase Implementation
![Page 15: Centralized Customer Service System Update](https://reader035.vdocuments.site/reader035/viewer/2022062303/62a5d3acb3ce8e3c0c13967a/html5/thumbnails/15.jpg)
Next Steps
• Vendor Feedback and Communications
• Business Rules
• System Requirements
• CCSS Governance
• Procurement Document