TransCore Awarded $30 Million, Three-Year Delaware DMV Customer Service Center Technology Upgrade Contract

After a competitive bid process, TransCore, a unit of Roper Industries, was awarded a $30 million, three-year base term contract with multiple extension options to update and expand the Delaware Division of Motor Vehicles (DMV) and E-ZPass Customer Service Centers. The system will be installed in parallel with the existing service center operations while relocating to a new DMV facility in downtown Dover. Project completion is expected by first quarter 2014.

“During our review of multiple vendors, TransCore provided the best value, lowest risk, and creative approach in meeting our project requirements to update our customer service center capabilities and enhanced services we offer our customers,” explained Jennifer Cohan, Delaware Division of Motor Vehicles director.

The Delaware E-ZPass Customer Service Center Operations maintain and support more than 190,000 active accounts and process daily more than 109,700 wireless toll transactions, 1,300 calls and more than 3,000 daily violation transactions. With this volume of activity and the additional capacity to support the DMV, customer account management systems needed to be updated to meet demand.

Delaware E-ZPass Customer Service Centers currently utilize TransCore’s Customer Account Management System (CAMS) and this contract will include upgrades to that system.

The contract includes numerous performance and quality metrics to be met on a regular basis. These standards extend across all areas of operations from customer service, transponder fulfillment, transaction file processing, violations processing, financial accounting, reconciliation and system availability.

TransCore has served the Department of Transportation for more than 24 years and is the most experienced provider of toll collection systems in North America. Through its service to toll agencies over the past 79 years, the company has been at the forefront of some of the most technologically advanced and proven toll collection solutions available. TransCore’s global experience in includes installation of more than 30 customer service center back office systems, with the company currently operating 12 back-office customer service and violation processing centers. TransCore’s technical experience also includes the installation of more than 7,400 electronic toll collection lanes worldwide that process more than 5 billion transactions annually.