ETC-3G Customer Service Center Services Contract MOD 4 Page Two of Three SUMMARY
Pursuant to § 11-204 of the State Finance and Procurement Article, Annotated Code of Maryland, the MDTA is requesting the Board of Public Works’ (BPW) approval of retroactive MOD 4 Contract No. MA-2868-000 for ETC-3G Customer Service Center Systems and Services. This item is scheduled to be presented to the BPW on August 6, 2025. MOD 4 aligns the system requirements stated in the RFP to the system design, tested, implemented, and accepted. System requirements are tracked on a Requirements Traceability Matrix (RTM). Of the 2,397 requirements tracked on the RTM, nearly 20% of the original requirements were updated or removed (300 updates; 175 removals). Most of the changes related to: • deleting references to the Alliance for Toll Interoperability (ATI) Hub, which is no longer in operation; • including requirements for the Pay-by-Plate (PBP) payment option; and • removing requirements for pre-registered video toll accounts payment option (PBP replaced this option). These changes were necessitated to build a modern system that aligned with the adoption of All- Electronic Tolling (AET), technology standards, MDTA’s operational needs, and customer expectations. Between the time when the RFP was advertised in August 2016 and system acceptance in April 2025, the MDTA toll collections went cashless through the adoption of AET, technologies advanced, and more was learned about customer expectations. By updating the system requirements, the MDTA improves its ability to manage this complex contract and ensure vendor accountability. The MDTA understands that retroactive contract actions are not favored. The MDTA has been working on documenting and ensuring agreement among the parties since the Fall of 2023. Ensuring the completeness and accuracy of the collective changes required substantial time. The MDTA believes the end result will serve the needs of the agency and its customers. RECOMMENDATION Recommend Approval of Contract MOD 4 of the ETC-3G Customer Service Center Services, Contract No. MA-2868-0000 to the full MDTA Board.
ATTACHMENT Summary of Contract Changes
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