SRTA 27-001 Customer Service Staffing Optimization Operations and Support Services

The State Road and Tollway Authority (SRTA) is seeking a service provider for its Customer Service Center (CSC) operations and support. The selected provider will be responsible for offering all necessary facilities, hardware, software, infrastructure, and technical, administrative, and operational staffing to fulfill all requirements. The scope of work includes 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, and coordination with SRTA and third parties. Key responsibilities include: • 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