RFP 160190 Statewide Toll Customer Service Center Operations

The Virginia Department of Transportation is soliciting proposals for the operation of a statewide toll customer service center under RFP-121586, with a response deadline of September 1, 2026. The contract falls under NAICS code 561422 and is targeted at providing comprehensive customer service support for Virginia’s tolling systems, including call center operations, account management, payment processing assistance, and issue resolution for toll participants across the state. The place of performance is statewide within Virginia, requiring the contractor to deliver services accessible to all toll customers regardless of location, with a focus on reliability, efficiency, and customer satisfaction. The contract will be managed by the Virginia Department of Transportation, with Virginia Griffin serving as the primary point of contact for inquiries and submissions. Proposals must be submitted through the designated vendor portal by the stated deadline, and the selected contractor will be responsible for maintaining high operational standards, ensuring 24/7 service availability as needed, integrating with existing tolling technologies, and adhering to all state regulations and data privacy requirements. The scope may include staffing, training, technology infrastructure, reporting, and continuous improvement initiatives aligned with Virginia’s transportation goals.