Tolling Steering Committee Updates on Customer Service Center

Tolling Steering Committee Updates on Customer Service Center Good To Go! System Implementation & Operator RFP WSDOT Toll Division Update Jennifer Charlebois, CSC System Implementation Project Manager Patricia Michaud, CSC Operator RFP Project Managers October 26, 2017

Agenda • Customer Service Center Implementation and Procurement Update Ø BOS Current Activities Ø Schedule Update Ø Milestone Vendor Deliverables Status Ø Vendor Milestone 1 Pre-Initiation Ø Vendor Milestone 2 Preliminary Design Ø Ø Ø Ø 2 High-Level BOS Deliverable Schedule BOS Workshops BOS Risk Assessment BOS Stakeholder updates for OCIO, OFM, IV&V and QA CSC Operations RFP Update Look Ahead BOS Decisions

Customer Service Center System BOS Implementation Current Activities: • Toll Division Internal • Implementation PMP – New Version to address QA low level risks. • Approved Section 701 IT Pool Technology Budget • Continue internal expectation prep & planning • Joint • Local Vendor PM Update (Issue) • Schedule Finalization is slow (Issue) • ETAN resourcing (Issue) • Acknowledged Request for Change on Milestone 1 and 2 Guaranteed Dates (60 days) • Project Planning with Vendor • Conduct Regular Weekly and Monthly Meetings • Project Office Space – Lease Signed • Design/Requirement Workshop Planning and execution. 3

Schedule Update • Status (Yellow) of Milestone 1 (Initiation) – All Initiation deliverables are in DED, Draft or Approved • Status (Yellow) of Milestone 2 (Preliminary Design) – Pre-Design Deliverables tied on Workshop Series completion • ETAN notification of request to move Milestone dates – Milestone 1 – From 10/5 to 12/1 – Milestone 2 – From 11/30 to 2/9 – Acknowledgment sent - approval based on baseline schedule approval showing no change to 12/1/18 Go-Live Date • ETAN progress on baseline schedule (performed comment resolution) – primarily concerning migration, development and testing detail.

Customer Service Center System BOS Implementation STATUS: Vendor Milestone 1 – Pre-Initiation Guaranteed Date – October 5 th, 2017 • APPROVED to date • Monthly Progress Report (Sept) (Approved) • Project Office Space Lease Signed – Conference Room 1 Operational • Need remaining furniture and demo for Conference Room 2 • Subcontractor Management Plan (Approved) • Remaining Vendor Deliverables (30 -60 Day) • Project Management Plan (DED) • Baselined Schedule (NTP start date) – Draft 3 Under Review • Security Plan (Draft) • Quality Management Plan (Draft) • Master Test Plan (Draft) 5

Customer Service Center System BOS Implementation STATUS: Vendor Milestone 2 – Pre-Design Guaranteed Date – November 30 th, 2017 • Vendor Deliverables • Core Team Training – (Approved) • Software Development Plan (Draft) • Installation Plan • Procurement Plan (Rejected) • System Requirement Documents (Post Workshops) • RTM (Post Workshops) • Organizational Change Management Plan (Rejected) • Communication Plan • Configuration Management Plan • System Architecture • Training Plan • Data Migration Plan 6

CSC BOS Implementation Schedule 7

BOS Requirement Workshop schedule • Workshop Breakdown October - January • OBOS (4 Sessions) - OBOS 1 Moved to Nov 13 • CBOS (5 Sessions) - 2 of 5 complete • Example: (1) Single Account Structure > (1) Transaction Processing>(2)Toll Bills > (3) Disputes> (4) Back Office > (5) Processing and Posting Items • Finance/Accounting (3 Sessions) • Website/IVR (2 Sessions) • Data Migration (2 Sessions) • Interface (On-Going) = Small Task Force Approach Ø Detailed Workshop schedule with resourcing and outline for each subtopic will be distributed to team.

Customer Service Center System BOS Implementation Risk Assessment: Ø Status: 2 new Issues added (#20 and 33), Ø Review 9 Red level Risks and new Yellow Risk that moved to Issue 9

Customer Service Center System BOS Implementation Risk Assessment (cont. ): 10

Customer Service Center System BOS Implementation IV&V Activities and Coordination • Overall CSC BOS Project Status Update from IV&V: G Low • IV&V (Yvonne De La Rosa, PCG PM) • • Reviewed/Submitted comments on ETAN Deliverables: • Security Management Plan, Software Development Plan • No significant findings 1 st Monthly Status Report • • • Master Test Plan DED lacked detail • Project Schedule deficiencies related to start/end date, feasibility of concurrent tasks, labelling of tasks, and sequencing of tasks • Quality Management Plan Deliverable, no performance measures were identified in the document as required by the Statement of Work (SOW) Key Support • 11 Three Preliminary Concerns Continue to participate in the requirements clarification sessions

Customer Service Center System BOS Implementation IV&V Risk Description Recommendation Status Update The tightly coupled dependencies on the roll-out of two major projects (Start of Tolled operations on SR 99 and migration of the new back office system) will be highly visible in the State of Washington. Any schedule deviations with either the CSC BOS project not meeting the Phase I go-live of December 1, 2018 or the SR 99 Tunnel being completed earlier than anticipated creates a risk to the project. Identify a contingency plan and timeframes to implement contingencies for the two scenarios described: 09/22/2017 YD: No updates. The ETAN Project Schedule has not been reviewed in it’s entirety. IV&V will continue to monitor. 08/17/2017 YD: No updates. ETAN’s Project Schedule will be reviewed and assessed by the IV&V team for verification (and likelihood) that the BOS system will meet the go live of Dec 1, 2018. 12 • New BOS system does not meet the Phase I golive of December 1, 2018 • SR 99 schedule is accelerated and in operation prior to the late January 2019 date.

Customer Service Center System BOS Implementation Overall CSC BOS Project Status Update from QA: The overall project status remains yellow largely due to the ETAN’s failure to deliver their initial 30 and 60 day deliverables on schedule. Specifically, the lack of a detailed, baselined schedule poses a critical risk to the project. QA Activities and Coordination • QA (Dana Gerow, PCG PM, Cheri Rakevich, PCG QA) 13 • PCG is tracking 7 QA risks and observations around the management of Project Integration, Schedule, Human Resources, Project Communication, Procurement, and Stakeholders. • PCG raised 1 medium risk (QA 04) to high re: the lack of a baselined project schedule, 1 low risk (QA 10) to medium re: OCM and opened 1 new medium risk (QA 20) that due to the lack of an site project manager, ETAN is not able to fully engage with the WSDOT project team and effectively manage the project. • Key Support: • Submitted Monthly Risk Assessment and posted to the OCIO Dashboard for the period 09/16/17 – 10/20/17 • Attended Day 1 of the CBOS Project Workshop • Initiated a monthly check-in meeting with the Project Sponsor, including OCIO and WSDOT project manager

Customer Service Center System BOS Implementation OFM and OCIO Coordination • OFM • Monthly Updates • Finalizing sect 701 Technology budget gates and reporting • Underspending to date - reallocation • Utilizing Pricing Proposal as progress on Budget • OCIO (Kathy Pickens-Rucker & Whitney Dickenson) • BOS sect 701, Technology budget will reflect process and timing of agreed upon gates. • Coordinate with QA, WSDOT PMs and Project Sponsor 14

CSC Operations RFP Update 15

CSC Operations RFP Update • 8 Proposals Received – – – – Aecom Cofiroute Egis Emovis ETAN Faneuil MSB WSP • Evaluation Period Oct 18 – Nov 1 • Interviews Nov 6 -9

Proposal Evaluation • Vendor experience and personnel is 35% – Company experience – Key Personnel experience – Vendor interview • Technical Approach is 35% – Approach to Operations Implementation – Approach to Ongoing Operations – Approach to Performance Requirements • Price is 30% – Billable rate – Staffing assumptions 17

Procurement Schedule Activity Official Release of the RFP to Vendors via the WSDOT website and WEBS Pre-Bid Conference (via teleconference, agenda to be provided in advance) Mandatory Letter of Intent to Propose Due Written Questions Due WSDOT Written Answers to Written Questions Issued by Deadline for Vendor Submittal of Complaints Proposals Due Evaluation Period Vendor Interviews BAFO (optional) Financial Stability Assessment Announce Apparent Successful Vendor Contract Negotiations Contract Execution 1 Times 18 are Pacific Time Due Date Time 1 August 25, 2017 N/A August 30, 2017 10 a. m. PT September 5, 2017 September 12, 2017 3 p. m. PT 10 a. m. PT September 26, 2017 N/A October 10, 2017 October 17, 2017 October-November 2017 November 6 -10, 2017 As applicable November 13 -17, 2017 November 28, 2017 December 2017 January 2018 10 a. m. PT N/A TBD N/A N/A

Look Ahead • Operations Procurement • Complete Evaluations • Complete Interviews • Determine ASV • BOS Implementation – Finalize Technology Gate 1 Approval – Continue Initial Business Rule and Requirement Workshops – Continue Vendor Milestone 1 Pre-Initiation – Continue Vendor Milestone 2 Pre-Design • Continue Monthly Updates to Steering Committee 19

Customer Service Center System BOS Implementation • Purpose of Decision 1 – RFP Section 4. 2 • As opposed to the more traditional separate customer service and violation architecture for managing prepaid and postpaid Toll Trips, the WSDOT single customer account architecture is intended to improve the customer experience by providing a single location for tracking all Toll facility usage and providing tools to quickly resolve challenges within a single customer account. 2

Customer Service Center System BOS Implementation • New Account Type Structure 2

Customer Service Center System BOS Implementation 1. Transactions are posted in Pending Status (Grace Period) 2

Customer Service Center System BOS Implementation 2. Creation of a Toll Bill 3. Escalation to Toll Bill 2 2

Customer Service Center System BOS Implementation 4. Escalation to the creation of the NOCP 2

Customer Service Center System BOS Implementation 2

Customer Service Center System BOS Implementation 2

Design Assumptions: • All funds paid toward any bills, fees, NOCP's on a single account apply to the account regardless of registered owner of the vehicle(s). • An account holder may request any vehicle be removed from their account, and all unpaid tolls, fees, or NOCPS will go with the vehicle to a new account (pay by mail). • A proven registered owner may request removal of their vehicle from an account. but must take any unpaid tolls, fees, or NOCP’s if any, into a new or existing account.

Design Assumptions (Cont. ) • Toll bills will be sent to account holder (if the vehicle is on a customer account). If the transaction escalates to NOCP, the NOCP will be sent to the registered owner. [WAC Change Section 468 -305] WAC 468 -305 -131 What happens when I use a toll facility but do not have an account or I have insufficient funds in my account? (1) If a vehicle uses a toll facility without an account, or there are insufficient funds in the account, a Pay By Mail toll charge will be assessed and a toll bill issued. (2) A toll bill may contain one or more toll charges. (3) Toll bills will be sent to the address where the vehicle is registered. It is the registered owner's responsibility to update their registration address with the department of licensing