TransCore upgrades Delaware DMV customer service centre

Delaware is set to become the first US state to combine E-ZPass and Division of Motor Vehicles (DMV) call centre services when TransCore completes the upgrade and expansion of the DMV and E-ZPass customer service centres. After a competitive bid process, TransCore was awarded the US$30 million, three-year base term contract with multiple extension options and will install the system in parallel with the existing service centre operations while relocating to a new DMV facility. Project completion is expected
August 15, 2013 Read time: 2 mins
RSSDelaware is set to become the first US state to combine E-ZPass and Division of Motor Vehicles (DMV) call centre services when 139 Transcore completes the upgrade and expansion of the DMV and E-ZPass customer service centres.

After a competitive bid process, TransCore was awarded the US$30 million, three-year base term contract with multiple extension options and will install the system in parallel with the existing service centre operations while relocating to a new DMV facility. Project completion is expected by first quarter 2014.

The Delaware E-ZPass customer service centre operations maintain and support more than 190,000 active accounts and process more than 109,700 wireless toll transactions daily, 1,300 calls and more than 3,000 daily violation transactions. With this volume of activity and the additional capacity to support the DMV, customer account management systems needed to be updated to meet demand.

The contract includes upgrades to the TransCore customer account management system (CAMS) currently utilised by Delaware E-ZPass customer service centres, as well as numerous performance and quality metrics to be met on a regular basis. These standards extend across all areas of operations from customer service, transponder fulfilment, transaction file processing, violations processing, financial accounting, reconciliation, and system availability.

“During our review of multiple vendors, TransCore provided the best value, lowest risk, and creative approach in meeting our project requirements to update our customer service centre capabilities and enhanced services we offer our customers,” explained Jennifer Cohan, Delaware DMV director.
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