Xerox to upgrade Florida’s toll processing systems
The Florida Department of Transportation (FDOT) has awarded Xerox a seven-year contract for the implementation of a state-of-the-art customer service system for processing toll transactions across the state. The deal involves processing more than one billion transactions per year and managing over five million accounts.
Xerox will consolidate multiple tollway operations into one efficient back-office system, which it says will reduce costs, drive operational efficiencies and provide a better customer experience, along with transaction processing, registration identification, system reporting, invoicing, collections, transponder management and customer account management and support.
“The current structure of Florida’s tolling agencies and operations requires a lot of back-and-forth among tollway operations to ensure Floridians and visitors are billed properly and disputes are addressed in a timely manner,” said Rich Bastan, group president, Government and Transportation Sector, Xerox. “We will work closely with the Florida DOT and the partner agencies to roll out a low-risk, next-generation tolling system that will seamlessly simplify procedures.”
The new tolling operations will not change existing customer contact or payment information for Florida SunPass users, as partner agencies will operate through one consolidated centre located in Florida to make contacting customer support and resolving questions easier.