SunPass Problems: State awarded contractor millions more while unprocessed tolls mounted

Source: Noah Pransky, WSTP, July 5, 2018

As problems continued to mount for the Florida Turnpike Enterprise’s SunPass system and a backlog of toll transactions grew to more than 100 million, the state didn’t hit its troubled contractor with penalties; instead, it kept awarding contractor Conduent more money, according to new documents obtained by 10Investigates. More than a dozen change orders have increased a $287 million electronic tolling contract to $343 million, including what appears to be more than $20 million for extensions and delays in getting the new, consolidated customer service system (CCSS) functional. Starting on June 12, the state also spent more than $1 million for Conduent to add customer service representatives. A frequent complaint of customers during SunPass’ month-long system outage has been about poor customer service from the Conduent-operated call centers. 10Investigates has reported how Conduent – and its former parent company, Xerox – have had major problems with its electronic tolling systems in at least five states. Yet Florida awarded the lucrative contract to the firm in 2015 anyway. The state has steadily increased the value of the deal since then. …