State Road and Tollway Authority - Customer Service Staffing Optimization - RFQ 27-001 (2026)
State Road and Tollway Authority | State of GeorgiaState · Atlanta, GA- Due
- Apr 6, 2026
- Deadline passed
- Posted
- Mar 5, 2026
- Primary contact
- Staci Winston
The 30-second brief
The State Road and Tollway Authority is seeking qualifications from experienced firms to provide customer service operations and support for its Customer Service Center under a two-step procurement consisting of this RFQ followed by an RFP. The scope encompasses customer service operations, payment processing and financial support, case management and dispute resolution, mail processing and correspondence support, multilingual call center and live chat services, quality assurance, training, and staffing across facilities supporting Peach Pass transponder operations for express lanes including I-75 South Metro, I-85 Express Lanes and Extension, and Northwest Corridor Express Lanes. Transaction volumes include over 225,000 call center calls offered, 32,000 live chats, 66,000 cases created, and 1.2 million audited violation notices annually. The submission deadline for Statement of Qualifications is April 6, 2026, with written questions due March 19, 2026. Evaluation criteria cover experience verification, references, financial stability, PCI compliance, NIST SP 800-53 security compliance, resource capacity, advanced escalations, litigation history, quality and training integration, and customer relationship management.
Advanced Escalations and Regulatory Complaint Management 25, Litigation History 25, Quality & Training Integration 25, Customer Experience and Customer Relationship Management 25, Experience Verification Pass/Fail, References Pass/Fail, Financial Stability Pass/Fail, PCI Compliance Pass/Fail, Security Compliance (NIST SP 800-53) Pass/Fail, Resource Capacity and Implementation Readiness Pass/Fail
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Summary
The State Road and Tollway Authority is seeking qualifications from experienced firms to provide customer service operations and support for its Customer Service Center under a two-step procurement consisting of this RFQ followed by an RFP. The scope encompasses customer service operations, payment processing and financial support, case management and dispute resolution, mail processing and correspondence support, multilingual call center and live chat services, quality assurance, training, and staffing across facilities supporting Peach Pass transponder operations for express lanes including I-75 South Metro, I-85 Express Lanes and Extension, and Northwest Corridor Express Lanes.
Transaction volumes include over 225,000 call center calls offered, 32,000 live chats, 66,000 cases created, and 1.2 million audited violation notices annually. The submission deadline for Statement of Qualifications is April 6, 2026, with written questions due March 19, 2026. Evaluation criteria cover experience verification, references, financial stability, PCI compliance, NIST SP 800-53 security compliance, resource capacity, advanced escalations, litigation history, quality and training integration, and customer relationship management.
EVALUATION CRITERIA
10- Advanced Escalations and Regulatory Complaint Management 25
- Litigation History 25
- Quality & Training Integration 25
- Customer Experience and Customer Relationship Management 25
- Experience Verification Pass/Fail
- References Pass/Fail
- Financial Stability Pass/Fail
- PCI Compliance Pass/Fail
- Security Compliance (NIST SP 800-53) Pass/Fail
- Resource Capacity and Implementation Readiness Pass/Fail
REQUIRED ATTACHMENTS
19- Complete Proposal Checklist
- Proposal Letter
- Acknowledgement of Addenda to RFQ
- Proposer Information Form
- Proposer Certifications
- Statement of Qualifications
- Contractor Affidavit under O.C.G.A. § 13-10-91(b)(1)
- Sub-Contractor Affidavit
- Subcontractor and DBE Listing Form
- Certification Regarding Debarment and Suspension
- Certification Regarding Lobbying
- Non-Collusion Affidavit
- Anti-Boycott
- Divestment and Sanctions Against Israel Certification
- Statement of Responsibility Certification
- Sales and Use Tax Compliance Form
- Litigation History
- Termination or Failure to Complete
- Financial History
- Submit to
- [email protected]
- Scope location
- Atlanta, GA
- Reported agency
- State Road and Tollway Authority
Questions about this RFQ
How do I respond to this RFQ from State Road and Tollway Authority | State of Georgia?
Review the full solicitation document for submission requirements, evaluation criteria, and deadlines. The submission deadline is April 6, 2026. Be sure to include all required attachments as outlined in the solicitation. Submissions should be delivered to: [email protected]. For questions, contact Staci Winston.
Can small businesses or minority-owned firms bid on this RFQ?
Most government agencies, including State Road and Tollway Authority | State of Georgia in GA, encourage participation from small businesses, minority-owned, women-owned, and disadvantaged business enterprises (MBE/WBE/DBE). Check the full solicitation for any small business participation goals.
What happens after the RFQ submission deadline?
After the deadline, the issuing agency reviews all submissions against the stated evaluation criteria. This typically includes a compliance check, technical evaluation, cost analysis, and may involve oral presentations with shortlisted vendors.
Can I ask questions about this solicitation before submitting?
Yes, most solicitations allow vendors to submit questions during a designated period. The primary contact is Staci Winston. Questions and answers are typically shared with all prospective bidders.
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What are the evaluation criteria for this solicitation?
This solicitation includes specific evaluation criteria that will be used to score proposals. The criteria include: "Advanced Escalations and Regulatory Complaint Management 25, Litigation History 25, Quality & Training Integration 25, Customer Experience and Customer Relationship Management 25, Experience Verificat..." Vendors should carefully align their proposals with each criterion to maximize their score.
Where can I find more RFPs from State Road and Tollway Authority | State of Georgia?
All active and historical solicitations from State Road and Tollway Authority | State of Georgia are tracked and searchable. As a state agency, State Road and Tollway Authority | State of Georgia regularly publishes solicitations. Visit the agency profile to see current open bids, past contracts, vendor relationships, and decision-maker contacts.
What documents are required to bid on this RFQ?
Requirements vary by solicitation, but common documents include a technical proposal, cost/price proposal, proof of insurance, relevant certifications, past performance references, and any forms specified in the solicitation. This solicitation specifically requires the following attachments: Complete Proposal Checklist, Proposal Letter, Acknowledgement of Addenda to RFQ, Proposer Information Form, Proposer Certifications, Statement of Qualifications, Contractor Affidavit under O.C.G.A. §. Review the full document from State Road and Tollway Authority | State of Georgia for the complete list.
What is the scope of this project?
This solicitation defines a specific project scope. The scope covers the following locations: Atlanta, GA. Review the full solicitation for detailed scope requirements.