Hiring of new tollway call center vendor drags on

It could take until the end of 2012 for the Illinois tollway to hire the company that handles all your I-PASS questions.

Currently, Pennsylvania-based TransCore LP operates the Illinois State Toll Highway Authority’s call center and handles customer service for I-PASS accounts and violations.

TransCore’s last long-term three-year contract expired Dec. 31, 2009, but the tollway has issued contract renewals as it searches for a new vendor.

TransCore was operating on a 90-day contract extension that expires March 31. Tollway directors Thursday approved a 90-day, $1.8 million contract extension and also authorized two additional 90-day extensions, costing $1.8 million each, if needed.

That brings the total the company is expected to receive from the agency up to $80.8 million.

The tollway is splitting up the various services TransCore performed into four areas. So far, it has awarded contracts for license plate image review services, printing and mailing of violations, and for disposing of old and distributing new transponders to three nonprofit agencies.

Tollway officials said Thursday they were working to finalize a contract with a fourth vendor and to move the call center from its Lisle location, which is leased from a private owner, to a state-owned site.

TransCore came under fire in 2007 and 2008 for contributing to the late delivery of violation notices, which resulted in thousands of customers facing hefty fines.