Cynthia D. Penny-Ardinger Jeffrey S. Rosen Samuel D. Snead, MCP, MA John F. von Paris
MEMORANDUM
TO:
MDTA Finance and Administration Committee Richard Jaramillo, Chief Operating Officer
FROM:
SUBJECT:
MDTA Electronic Toll Collection (ETC-3G) Customer Service Center Services, CONTRACT NO. MA-2868-0000 – Contract Modification No. 4 (MOD 4)
DATE:
June 12, 2025
PURPOSE OF MEMORANDUM The purpose of this memorandum is to seek the Finance and Administration Committee’s recommendation to approve to the full Maryland Transportation Authority (MDTA) Board for Contract Modification No. 4 (MOD 4) of the Electronic Toll Collection (ETC-3G) Customer Service Center Services, CONTRACT NO. MA-2868-0000. KEY TAKEAWAYS • The modification updates the system requirements specified in the Request for Proposals (RFP) to align with MDTA’s current business rules, operational needs, and customer payment options. • The changes allow for better contract management and accountability. • The modification does not include any financial increases. BACKGROUUND On February 21, 2018, Contract MA-2868-0000 was approved by the Board of Public Works in the amount of $200,428,772.81 to TransCore, LP for the implementation of Third Generation Electronic Toll Collection by providing Customer Service Center services including: call centers, web site, mobile application, account management, video tolling system, toll enforcement, mail and print service, email and text communications, communications services, transponder management, inter-agency reciprocity, financial and audit system, and disaster recovery. Contract MA-2868-0000 contains multiple phases that include: (1) System Design, Development, Testing and Implementation (Phases I-III); (2) O&M – (Phases IV &V); and (3) Phase Out (Phase VI). To date, the MDTA has made three modifications to the existing contract (see Attachment 1 for additional information). The MDTA officially accepted the system and closed out Phases I-III in April 2025.
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