The Florida Department of Transportation (FDOT) has awarded Xerox (NYSE: XRX) a 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.
Under the seven-year contract, Xerox will consolidate multiple tollway operations into one efficient back-office system. Aligning operations will reduce costs, drive operational efficiencies and provide a better customer experience.
Xerox will deliver 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 establishment of 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 center located in Florida to make contacting customer support and resolving questions easier.
Xerox is a leading provider of transportation technology services worldwide, including tolling, parking, mass transit and photo enforcement services supporting governments in more than 30 countries.
Xerox is helping change the way the world works. By applying our expertise in imaging, business process, analytics, automation and user-centric insights, we engineer the flow of work to provide greater productivity, efficiency and personalization. We conduct business in 180 countries, and our more than 130,000 employees create meaningful innovations and provide business process services, printing equipment, software and solutions that make a real difference for our clients – and their customers.