The Florida Department of Transportation (FDOT) has contracted Xerox to implement a customer service system for toll transactions across the US state.
Under the seven-year contract, the firm will process over one billion transactions annually, and manage more than five million accounts.
Xerox will align several tollway operations into one back-office system.
“We will work closely with FDOT and the partner agencies to roll out a low-risk, next-generation tolling system.”
Consolidating operations will cut down costs, bolster efficiencies in operations, and offer an improved customer experience.
Xerox will be responsible for invoicing, collections, system reporting, transaction processing, registration identification, and transponder and customer account management.
Xerox group government and transportation sector president Rich Bastan said: “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.
“We will work closely with FDOT 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. However, the partner agencies will operate through one consolidated centre, located in Florida, to ease customer support.
A provider of transportation technology services worldwide, Xerox offers tolling, parking, mass transit and photo enforcement services, and supports governments in over 30 countries.
