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CTIO details wind‑down steps for current towing back office as it moves to new commercial system
Summary
CTIO staff updated the board on the commercial back‑office implementation and the wind‑down of the existing e470‑supported towing services, described amendments already negotiated, and said a draft next amendment will be prepared by Dec. 1 for board review in November.
CTIO staff updated the board on the agency’s transition from its current towing commercial back office to a new solution (described in the packet as the commercial back office / spine of the towing system). Staff said the work includes coordinating a wind‑down of the existing vendor relationship while the new system is brought online and emphasized minimizing customer impacts, reducing risk and managing transition costs.
Why it matters: The back office supports invoicing, payment processing, license‑plate toll verification and other customer‑facing functions; how CTIO migrates these processes affects collections, customer service and future system scalability.
Staff said the new back office — described as a flexible, scalable, performance‑based solution intended to support future lane growth and other transaction types (for example transit or rail payments) — is being developed with a vendor partner. Parallel work includes a wind‑down plan with the current provider (referenced in the transcript as e470). Staff said two recent amendments were negotiated: Amendment 7 (authorized earlier; executed in July) shortened the vendor notice period so the contract could be tied to a planned go‑live date rather than contract expiration; both parties committed to prepare a draft of the next amendment by Dec. 1. Staff said counsel will begin work on Amendment 8 soon and that staff plans to bring a draft to the board in November for detailed review and possible execution.
Staff presented guiding principles for the wind‑down: minimize customer impacts and messaging issues, reduce transition risks, preserve revenue collection and minimize incremental technology costs. The board asked clarifying questions about customer misidentification of vehicles and the 40 percent collection shortfall for license‑plate billing; staff described technical failures along multiple points in the data chain (poor roadside images, bad addresses returned from DMV, fake plates, incomplete transponder reads) as contributors to collection loss. Staff said ongoing workshops with vendor project teams are examining image quality, data linkages with state partners and other process improvements.
Staff emphasized that adoption of the new back office will surface policy questions and potential policy modifications for the board’s review; no board action was requested at this meeting. Staff also said the agency will return to the board with deeper detail on the wind‑down and the proposed contract amendment in a forthcoming meeting.
Ending: Staff closed by saying no action was required today and that the team will return in November with the draft amendment and further detail.
