The Central Florida Expressway Authority (CFX) sought assistance in assessing its call center and developing a modernization plan for their call center operations, including both technology and business process outsourcing procurement activities to increase external vendor accountability and improve the customer experience. Our team reviewed current state environments, establishing a maturity model to baseline call center operations and developing a recommended future state model to include requirements for a sourcing and technology RFP. In addition, we identified and incorporated best practices into the procurement documents to achieve industry standards that align with the recommended future state strategy. Ultimately, our work facilitated a process by which CFX could improve customer service to their constituents and procure external vendors to meet the needs of the organization at the best possible cost.