Customer Service Center Support and Toll Back Office System

The State of Utah is seeking a qualified contractor to develop, host, and maintain a comprehensive customer service center and back office support system for its Express Pass program. The project includes creating an interactive, self-service website using the existing domain, which will enable customers to efficiently manage their accounts—including tasks such as opening or closing accounts, updating personal information, reviewing transactions and statements, managing payment options, and contacting customer support.

Additionally, the contractor will provide a mobile application compatible with smartphones and tablets, delivering key account management functionalities for users on the go. A robust phone system is also required, capable of managing concurrent incoming and outgoing calls, supporting high-volume periods, recording calls, and facilitating remote call monitoring.

All user-facing interfaces, including a browser-based graphical user interface, must be secure and compatible with current and recent versions of major web browsers such as Microsoft Edge, Google Chrome, Mozilla Firefox, and Apple Safari. The application should also feature fast navigation and context-sensitive online help for each screen and editable field. Questions regarding this opportunity should be submitted by December 31, 2025.