SunPass clears transaction backlog; governor orders investigation into contractor

August 15, 2018

Tyson Fisher


The Florida Department of Transportation recently announced that the entire backlog of SunPass toll transactions has been processed and that the contractor is on the hook for approximately $800,000. With that part of the problem out of the way, Gov. Rick Scott directed FDOT to launch an investigation into the contractor.

According to a FDOT news release, the department is up to date with SunPass toll transactions after a contractor it hired, Conduent State and Local Solutions, failed to properly transition customers to the new Centralized Customer Service System. Customers will now see transactions charged and processed in their accounts in real time.

Concurrently, FDOT also announced that Florham Park, N.J.-based Conduent will be assessed nearly $800,000 in damages. FDOT Secretary Mike Dew has said in the past that the department will be holding the contractor accountable for the problems.

In response to holding Conduent responsible, Gov. Rick Scott has directed FDOT to launch an investigation into Conduent’s “failures and mismanagement,” according to a press release posted on FDOT’s website. The investigation will be conducted by Florida’s Chief Inspector General.

“The department will hold Conduent fully accountable for its failures in implementing the CCSS through assessment of liquidated damages,” Secretary Dew said in a statement. “Failure by any vendor is completely unacceptable, and Conduent is no exception. We look forward to the information gained through the Chief Inspector General’s investigation and will continue to closely monitor all of Conduent’s activity to ensure Floridians are receiving the excellent service and support they deserve.”

Customers who experienced overdraft expenses due to issues caused by Conduent will be reimbursed. That process will be announced at a later date. Late fees and penalties will continue to be waived.

FDOT’s announcements come shortly after Florida lawmaker Rep. Kristin Jacobs, D-Coconut Creek, urged Gov. Scott to remove Secretary Dew from his position after Dew failed to respond to three letters from Jacobs requesting more information about SunPass and Conduent.

On July 31, two U.S. senators urged the Federal Trade Commission to investigate Conduent. Senators Bill Nelson, D-Fla., and Gary Peters, D-Mich., claimed that Conduent violated the Federal Trade Commission Act, which prohibits unfair practices that causes substantial harm to consumers that cannot be reasonably avoided.