State launches investigation, assesses $800,000 in damages against SunPass contractor

Source: Hannah Denham, Times Staff Writer, August 14, 2018

After months of inaction, Florida Department of Transportation officials announced today that they are assessing nearly $800,000 in damages against the SunPass contractor responsible for the state’s tolling chaos. At Gov. Rick Scott’s direction, the department also has requested an investigation by the Office of the Chief Inspector General into the contractor, Conduent State and Local Solutions. Last month, the state suspended payments on its $343 million contract with Conduent to update the tolling system, which is now in its third month of dysfunction. The original contract included a clause that if Conduent didn’t provide the system within the timeline that was agreed upon, then the state had the right to collect “liquidated damages” from the company — in the form of $5,000 for each calendar day past the deadline that the system wasn’t ready. …

Related:

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. …