06_Exhibit_1_-_Technical_Response.pdf

Exhibit 1 – Technical Response Page 1

EV00000978 Exhibit 1 Technical Response

SW1100M Fingerprinting Services

Instructions

Bidder must provide complete and succinct responses to each item below. Bidder should provide all information necessary to demonstrate Bidder’s ability to meet the requirements of this RFP and the RFP’s Scope of Work. Responses to the questions below in the exhibit are Mandatory and will be evaluated.

Failure to respond to any question may result in your proposal being deemed unresponsive.

Bid Response Questions

Section 1 – Core Service Requirements

1. Describe your understanding of the statewide/out of state Livescan service need and your organizational capability to administer it.

2. Describe your ability to electronically capture applicant data and fingerprints via Livescan and transmit records to OSBI within 24 hours.

3. Identify the Livescan hardware/software platform and indicate OSBI certification for Oklahoma AFIS compatibility.

4. Describe your ability to collect applicant fees (state + FBI) and remit to OSBI per OSBI’s payment schedule.

5. Describe your ability to maintain a rejection rate ≤3.99% and verify fingerprint quality; include methods to resubmit incomplete or inaccurate prints.

6. Describe your process for resubmitting prints using the same TCR number at no cost to the applicant or agencies.

7. Describe your process for resubmitting prints at no cost to the applicant or agencies when fingerprints are rejected by OSBI.

8. Describe your real time store and forward service, verifying that no CJI/CHRI/PII data is stored, and only transactional billing data is retained.

9. Describe your applicant notification and rescheduling process (at no cost) when equipment failure prevents fingerprint capture.

10. Describe your process for notifying applicants of fingerprint rejection and performing a reprint at no cost.

11. Describe your quarterly reporting process including fingerprint volumes and rejection rates (collectively, by agency/ORI, and by site).

12. Provide your daily transaction visibility solution

• Name of applicant

• Date of service

• TCN

• Acceptance status - Refer to dashboard requirements in Item 43.

13. Describe compliance with all confidentiality/security requirements, including background screening & training and PII handling policies.

14. Provide fingerprint rejection rates for the last completed fiscal year for every state where you operate, including validation from each state bureau.

Section 2 – Sites (Urban, Rural, Mobile)

15. Demonstrate how urban applicants (metro/micro counties) will have a site within ≤30 miles of the county seat.

16. Demonstrate how urban applicants will receive appointments within ≤2 business days.

17. Provide proposed urban hours of operation showing ≥7 hours/day.

18. Demonstrate how rural applicants (non-metro/micro counties) will have a site within ≤50 miles of the county seat.

Exhibit 1 – Technical Response Page 2

19. Provide proposed rural hours of operation showing ≥4 hours/day.

20. Demonstrate how rural applicants will receive appointments within ≤3 business days.

21. Confirm that all sites meet ADA accessibility.

22. Describe your mobile fingerprinting service, minimum applicant count, and deployment process.

23. Provide a list of current & proposed site locations, number of sites per county, hours and days of operation.

24. Describe physical security and cybersecurity safeguards at each site for applicant/payment information.

25. Provide your quarterly reporting method for site location compliance aligned with B.5.1.

26. Service Level Agreements (SLAs)

• System uptime percentage

• Maximum allowable downtime

• Outage notification process to OSBI & the State (Consolidated with Items 38 & 55 below for platform availability & notifications.)

27. Business Continuity & Disaster Recovery. Provide BC/DR plan including:

• Backup equipment

• System redundancy

• Natural disaster / cyber incident / power network failure procedures

• Maximum recovery time

28. Surge Volume Management. Describe surge handling processes (educator renewals, emergency credentialing, etc.) ensuring no service delays or increased rejections.

Section 3 – Equipment / Software

29. Provide OSBI with approved connectivity and compliance with OSBI transmission protocols, billable transaction rules, and CJIS security requirements.

30. Demonstrate CJIS compliance and security for each site and all components interfacing with

AFIS/CJIS.

31. Describe how you will maintain hardware/software at no cost and provide updates/upgrades as technology or OSBI requirements change.

32. Provide methods for out of state electronic fingerprint submissions (partner sites, card mail in, card scanning locations) including card scanners furnished at no cost. (Consolidated with Item 30.)

33. Describe use of approved Livescan equipment and electronic transmittal processes for OSBI/FBI using real time store & forward.

34. If applicable, describe use of approved AFAPS equipment and transmittal systems. (If AFAPS = AFIS, bidders may cross reference Item 29.)

35. Describe your software integration capabilities with scheduling and status tracking platforms and specify supported standards/versions.

Section 4 – Staff

36. Describe staff hiring, training, monitoring, and confidentiality practices.

37. Describe staff training for ID verification and matching biographic data to Livescan entries.

38. Describe procedures when fraudulent/improper ID is suspected.

39. Describe training for call center operators assisting applicants with appointment scheduling.

Section 5 – Technical Support / Customer Service

40. Describe your process for scheduling appointments and answering applicant questions

41. Describe your website + phone + toll free customer support systems and demonstrate compliance with:

• Abandon rate <5%

• IVR queue ≤6 minutes

• Hold time ≤2 minutes

Exhibit 1 – Technical Response Page 3

42. Consolidated into SLAs. Describe website 24×7 availability, planned maintenance windows, and notification methods

43. Describe web/call center security ensuring biographic/demographic capture meets State & Federal confidentiality standards.

44. Confirm website 508 accessibility and compatibility with major browsers (Edge, Firefox, Chrome, Safari).

45. Describe website usability for locating nearest sites based on residence/business location.

46. Describe mobile-friendly website access.

47. Provide an agency dashboard showing real time/daily transactions statewide.

48. Provide customer service phone-line hours (minimum Mon–Fri 8 AM–5 PM).

49. Describe communication protocol with Agencies for:

• Adding sites (with OSBI approval)

• Closing sites

• Changing site hours/call center hours

• Website technical errors or complaints

• Billing complaints

Section 6 – Security & Confidentiality

50. Confirm commitment to maintaining applicant information as confidential.

51. Confirm information is used solely for services in this contract.

52. Describe procedures for destruction of confidential information after deliverables.

53. Describe employee/subcontractor training, awareness, obligations, and procedures for the destruction of confidential information.

54. Describe your one-hour cybersecurity incident reporting process to OSBI and OMES IS.

55. Provide SOC 2 / PCI DSS / equivalent audit summaries.

56. Describe scanning, pen testing frequency, and remediation procedures.

57. List subcontractors and describe background checks/data-access controls.

58. Detailed Breach Notification Requirements. Provide:

• Required notification contents

• Forensic evidence preservation

• Incident containment timeline

• Remediation plan & follow up reporting

59. Encryption Standards - Describe encryption protocols for all data in transit and permitted transactional data at rest, including algorithms & key management practices.

Section 7 – Additional Site Requirements

60. Describe privacy protections during fingerprint capture (layout, barriers, visibility control).

61. Site Staffing Plan. Describe minimum staffing and continuity procedures during absences/turnover.

62. Site Evaluation & Performance Monitoring. Describe monitoring of wait times, capture success rates, customer service, and environmental conditions.

63. Site Safety Standards Describe safety protocols for fixed & mobile sites

64. Fingerprint Technician Certification Requirements. Provide technician training curriculum and recertification intervals.

65. Staff Turnover Management. Provide technician turnover history and continuity plan.

66. Customer Service & Accessibility Training. Describe required training for complex applicants, accessibility needs, and deescalation

Section 8 – Additional Equipment & Software Requirements

67. Provide system performance metrics:

• Average capture time

• Average transmission time

• Past 12-month uptime

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68. Data Integrity & Validation Controls. Describe automated demographic validation and data corruption prevention.

69. Technology Roadmap (3–5 years) Describe anticipated enhancements, new capabilities, and alignment with OSBI/FBI standards.

70. Integration Testing Plan Provide your OSBI integration testing plan (timeline, responsibilities, certification steps, acceptance criteria).

71. End of Life & Obsolescence Plan Describe retirement/replacement procedures for outdated hardware/software.

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