16-01 SoP Solicitation Document v1.0.pdf

Request for Proposal

SERVICE OF PROCESS

RFP Number: 302–26–02263

CLASS: 961 ITEM: 47

CLASS: 961 ITEM: 50

CLASS: 920 ITEM: 40

Posting Date: February 26th, 2026

Office of the Attorney General State of Texas i

TABLE OF CONTENTS

1 INTRODUCTION

2 TERMS AND DEFINITIONS

3 PROCUREMENT INFORMATION

3.1 Communication and Questions

3.2 Schedule of Events

3.3 Authority

3.4 Addendum

3.5 Attachments and Forms

3.6 Historically Underutilized Business (VetHUB) Subcontracting Probability Statement

4 OVERVIEW

4.1 Background

4.2 Current Environment

4.3 Scope of Work

5 PERIOD OF PERFORMANCE

5.1 Initial Term and Renewal

5.2 Option to Extend

6 STATEMENT OF WORK

6.1 General Requirements

6.2 Service Packets

6.3 Service Types

6.4 Due Diligence Requirements

6.5 Substitute Service

6.6 Service Tracking

6.7 New Locate

6.8 Court Filing

6.9 Imaging and Documentation

6.10 Customer Service

6.11 Technical Solution

6.12 Optional Services

6.13 OAG Mandatory Training for Contractor

6.14 Implementation Requirements

6.15 Transition Requirements at Contract Termination

6.16 Deliverables Acceptance Process

6.17 Reporting and Operational Deliverables

7 CONTRACT MANAGEMENT

7.1 General

7.2 Continuous Improvement

7.3 Performance Management

7.4 Financial Statements

7.5 Controlled Correspondence

7.6 Notices and Liaison

7.7 Contract Managers

7.8 Cooperation with the OAG

7.9 Problem Resolution and Corrective Action Process

7.10 Subcontracting Approval Required

7.11 No Assignment by the Contractor

7.12 Reporting Fraud, Waste or Abuse

7.13 Dispute Resolution Process for Claims of Breach of Contract

7.14 Business Continuity and/or Disaster Recovery Requirements

8 BACKGROUND REVIEWS

9 INVOICING

9.1 Submitting Invoices

9.2 Required Information and Supporting Documentation for Invoice

9.3 Invoice Schedule

9.4 Billing at Contract Termination or Conclusion

ii

10 AWARD

11 CONTRACT DOCUMENTS

12 RESPONSE INSTRUCTIONS

12.1 Response Information

12.2 Response Submission

12.3 Response Contents

13 PUBLIC INFORMATION ACT

14 INFORMATION PROTECTION PROVISIONS

14.1 General

14.2 Data Security

14.3 Physical and System Security

14.4 Security Audit

14.5 Security Incidents

14.6 Remedial Action

14.7 Commencement of Legal Action

15 TERMS AND CONDITIONS

15.1 Financial Matters

15.2 Amendment

15.3 Termination of the Contract

15.4 Federal Terms and Conditions

15.5 Certifications

15.6 General Responsibilities

15.7 Special Terms and Conditions

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1 INTRODUCTION

The Office of the Attorney General (OAG) is the designated agency responsible for administering and managing the Texas Child Support Program in accordance with the Child Support Enforcement Program requirements established under Title IV-D of the Social Security Act.

The OAG is issuing this Request for Proposal (RFP) to solicit qualified vendors to provide Service of Process services for in-state, nationwide, and international locations.

The OAG does not guarantee any minimum volume of work under any resulting contract.

2 TERMS AND DEFINITIONS

When capitalized, the following terms have the meaning set forth below. All other terms have the meaning set forth in the Merriam Webster’s Collegiate Dictionary, Eleventh edition.

Table 1: Terms and Definitions

Term Definition Addendum or Addenda

Modification(s) or clarification(s) of the RFP issued by the OAG and posted on the

ESBD.

BAFO Best and Final Offer BC/DR Business Continuity/Disaster Recovery Business Day The days (Monday through Friday) on which the OAG is open for business.

The OAG is closed for business on the scheduled holidays indicated below. If a scheduled holiday falls on a weekend, the holiday is generally not observed. The OAG Contract Manager or designee will communicate any variation from the standard holiday schedule as it becomes known.

Holiday When Observed New Year’s Day January 1 Martin Luther King, Jr. Day Third (3rd) Monday in January Presidents’ Day Third (3rd) Monday in February Memorial Day Last Monday in May Independence Day July 4 Labor Day First (1st) Monday in September Veterans’ Day November 11 Thanksgiving holidays Fourth (4th) Thursday & Friday in November Christmas holidays December 24, 25, and 26

Business Hours On Business Days, 7:00 a.m. to 6:00 p.m. Local Time Case A collection of people associated with a IV-D child support Case, child support order, or court hearing. This typically includes a custodial parent, dependent(s), and a non-custodial parent and/or Presumed Father. Every child support Case has a unique Case Identification (ID) number.

Case Identification

(ID)

Unique identification number assigned to a Case.

Contract Any contract resulting from this RFP, consisting of the Contract document(s) as described in Section11, Contract Documents.

Contract Services

Activities within the scope of the executed Contract

Contractor The vendor(s) awarded the Contract(s) resulting from this RFP.

Contractor Agent(s)

Contractor’s officials, employees, agents, consultants, subcontractors, and representatives, and all other persons that perform Contract Services on Contractor’s behalf.

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Term Definition Controlled Correspondence

Numbered and tracked correspondence regarding Contract-related issues

CSD Child Support Division of the Office of the Attorney General Definition of Done

All Acceptance Criteria for all User Stories in the Sprint have been demonstrated by the Sprint Team and accepted by the Product Owner. For Joint Testing and Release Readiness Sprints, all test scenarios have been executed, demonstrated, and accepted by the Product Owner.

Deliverable An artifact or collection of artifacts and/or documents the Contractor is required to produce.

Due Diligence The reasonable, consistent, and documented efforts undertaken to achieve Successful Service, including all required attempts to contact the named party.

Due diligence is considered complete when it is determined that the individual cannot be reached due to an invalid address, vacant property, or the exhaustion of all mandated service attempts.

EIR Electronic Information Resources ESBD Electronic State Business Daily, available online at http://www.txsmartbuy.gov.

Family Violence Indicator (FVI)

A designation that resides in ChAMP and the Federal Case Registry (FCR) that indicates a person is associated with child abuse, domestic violence, or other safety concerns. It is used to prevent disclosure of the location of a party and/or a child believed by the State to be at risk of family violence. Note that a party may be flagged for family violence based on reported safety concerns.

FEIN Federal Employer Identification Number Hague Convention https://travel.state.gov/content/travel/en/Intercountry-Adoption/Adoption- Process/understanding-the-hague-convention.html

International Service

Service of Process in a country outside of the United States and its territories.

Title IV-D Reference to Title IV-D of the Social Security Act, which required that each State create a program to locate non-custodial parents, establish paternity, establish and enforce child support obligations, and collect and distribute support payments. All recipients of public assistance (usually Temporary Assistance for Needy Families) are referred to their State's IV-D child support program. States must also accept applications from families who do not receive public assistance, if requested, to assist in collection of child support. Title IV-D also established the Federal Office of Child Support Enforcement.

Key Staff Any staff in a management or decision-making position regarding the Contract. Key Staff includes the Implementation Project Manager, Contract/Engagement Manager, and Project/Operational Manager.

Local Time Central Standard Time (CST) or Central Daylight Time (CDT), as is then prevailing, in Austin, Texas

Locate The process by which a Member is found for various reasons pertaining to a Case.

Member A participant in a Case; a Member can participate in more than one (1) Case.

NIGP National Institute of Governmental Purchasing OAG Office of the Attorney General OAG Data All data and information (i) conveyed to Contractor, whether intentionally or unintentionally, by or on behalf of OAG, (ii) obtained, developed, or produced by Contractor in connection with this Contract, or (iii) to which Contractor has access in connection with provision of the Contract Services.

Out of State Service

Service of Process outside of Texas, but within the United States and its territories.

Process Server An individual authorized to perform Service of Process.

Prime Contractor Progress

A form that documents compliance with the VetHUB HSP and provides the identity and amount paid to VetHUB and non-VetHUB subcontractors.

http://www.txsmartbuy.gov/ https://travel.state.gov/content/travel/en/Intercountry-Adoption/Adoption-Process/understanding-the-hague-convention.html https://travel.state.gov/content/travel/en/Intercountry-Adoption/Adoption-Process/understanding-the-hague-convention.html

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Term Definition Assessment Report (PAR) Product Owner A person who represents the CSD business stakeholders and, in collaboration with the Sprint team, is responsible for defining project success. Product Owner acceptance of User Story and Acceptance Criteria indicates that the Sprint has met the Definition of Done.

Regular Service Service requiring a minimum of three (3) Service attempts per address provided within thirty (30) Business Days of receipt of a Service request or the receipt of a subsequent new address provided by the OAG.

Requestor The CSD employee initiating the Service request.

Respondent Any individual, partnership, or corporation submitting a Response. Unless the

Contract clearly indicates otherwise, all terms and conditions of this Contract that refer to Respondent apply with equal force to Contractor.

Response A Respondent’s submission to this RFP.

Return of Service

A document completed by the Process Server that provides the results (including dates) of the Service attempts, both Successful Service and unsuccessful service.

RFP Request for Proposal – A formal document issued by the OAG to the market or vendor community requesting information or proposal for goods or services (this document).

Rush Service Service requiring a minimum of three (3) Service attempts per address provided within five (5) Business Days of receipt of a Service request.

Scrum Team/Sprint Team

A small, self-organized, self-contained, value-driven group of full-time team members who are organized around a mission. Scrum Team is referred to as a “Sprint Team” in the CSD Agile environment.

Service of Process

The delivery of a writ, citation, summons, or other legal document to a named party. Also “Service.”

Service Packet The packet that consists of legal documents for Service of Process. The Service Packet may include, but is not limited to:

• Citations, with any document referenced in the Citation

• Subpoenas

• Precepts, with any document referenced in the Precept

• Notices, along with any document referenced in the Notice

• Identification (ID) Sheets

• Photographs

Sprint A set period of time during which work must be developed, tested, ready for production, and meets the Definition of Done.

State Fiscal Year

(SFY)

Texas State Fiscal Year, September 1 through August 31

Substitute Service

A court-authorized method of delivering legal documents to a party when personal service has been unsuccessful, typically involving delivery to another individual at the residence or workplace, posting at the residence, or other means approved by the court under Texas Rules of Civil Procedure Rule 106(b).

Successful Service

A Service of Process request delivered to the named party in accordance with state and federal laws. Includes derivatives (e.g., Successfully Served).

User Story Captures the human-centered user requirements that must be developed, tested, demonstrated, and deployed. The User Story will include detailed acceptance criteria.

VetHUB Historically Underutilized Business VetHUB Subcontracting Plan (VetHUB

HSP)

A written plan identifying whether a Contract will be self-performed or include the use of subcontractors, which subcontractors will be used, how much of the Contract each subcontractor will receive, and how subcontractors were selected.

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3 PROCUREMENT INFORMATION

3.1 Communication and Questions

Direct all communication and questions regarding this RFP using the Bonfire link below. ANY

COMMUNICATION WITH THE OAG MADE OUTSIDE OF THIS PROCESS MAY RESULT IN CONTRACTOR

DISQUALIFICATION.

Respondents must access the OAG Bonfire portal and either log in to their existing account or create a new account to view the RFP documents, submit questions, and submit Responses. The OAG Bonfire portal can be accessed at https://texasoag.bonfirehub.com/opportunities/209788.

General communications concerning this RFP will be distributed to the participating Respondents via the OAG Bonfire portal and/or email. Each participating Respondent is solely responsible for monitoring the OAG Bonfire portal and email for general OAG communications concerning this RFP.

However, in accordance with Texas Government Code § 2155.083 and 34 Texas Administrative Code § 20.214, state agencies are required to post contract award notices on the Electronic State Business Daily (ESBD) for procurements exceeding $25,000; therefore, the official contract award notice will be posted to the ESBD and participating Respondents will be solely responsible for monitoring the ESBD for the status of the contract award and will not be contacted individually by the OAG.

Any questions submitted will be answered at the sole discretion of the OAG in a Question and Answer document. Only answers provided in writing by the OAG will be considered official. All questions should, to the degree possible, cite the specific RFP section and paragraph number(s) to which the question refers.

Information other than the materials constituting this RFP, the Question-and-Answer Document(s), and any Addendum will not be binding on the OAG.

3.2 Schedule of Events

The OAG reserves the right to change the dates shown below.

Table 2: Schedule of Events

Event Date/Time

Deadline for Submission of Questions #1 March 5th, 2026, 2:00 p.m. Local Time Questions and Answers Document Posted Mid-March 2026 Deadline for Submission of Questions #2 March 17th, 2026,2:00 p.m. Local Time Questions and Answers Document Posted Late March 2026 Deadline for Submission of Responses April 9th, 2026, 2:00 p.m. Local Time Expected OAG Evaluation of Responses April 2026 Expected Time Period for Discussions (if applicable) April/May 2026 Expected Contract Award Date May/June 2026

3.3 Authority

This procurement will be conducted in accordance with the State Purchasing and General Services Act (Title 10, Subtitle D, Chapters 2151 through 2176, Texas Government Code) and the rules of the Comptroller of Public Accounts Statewide Procurement Division (SPD) including, but not limited to, the procedures prescribed by the SPD.

3.4 Addendum

Should an addition or correction become necessary after an RFP is issued, an Addendum relating the necessary information will be posted on the ESBD. Respondents are responsible for periodically checking the ESBD for Addenda or additional information. Respondents must acknowledge the Addendum by returning the signature page of the Addendum with the Response.

https://texasoag.bonfirehub.com/opportunities/209788.

https://statutes.capitol.texas.gov/Docs/GV/htm/GV.2155.htm#2155.083 https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=09%2F24%2F2025&recordId=208766 https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=09%2F24%2F2025&recordId=208766 https://statutes.capitol.texas.gov/?tab=1&code=GV&chapter=GV.2151&artSec=2151.002 https://statutes.capitol.texas.gov/?tab=1&code=GV&chapter=GV.2151&artSec=2151.002

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3.5 Attachments and Forms

This RFP includes the following attachments and forms.

Table 3: Attachments

# Attachment

1 Certificate of Destruction for Contractors and Vendors 2 Security Incident Report for Contractors and Vendors 3 Show Cause Actions 4 Software Design Document for Service of Process Web Service 5 Service of Process User Stories

Table 4: Forms

# Form

A Respondent’s Execution of Bid and Assurances (with Certification) B Pricing C Past Performance References D Canceled Contract References E Respondent Release of Liability (to Reference) F Certification Regarding Lobbying G VetHUB Subcontracting Plan (see Section 3. Historically Underutilized Business (VetHUB)

Subcontracting Probability Statement for directions on accessing) H Respondent Information Form I Preference to Texas and United States Products and Texas Services J Business Continuity/Disaster Recovery Questionnaire K Key Staff Past Performance References

3.6 Historically Underutilized Business (VetHUB) Subcontracting Probability Statement

The OAG is committed to promoting equal opportunity in state contracting and encouraging participation by certified Service-Disabled Veteran-Owned Businesses registered in the State of Texas Vendor HUB Directory (VetHUB) in compliance with Texas Government Code, §2161.001–253 and 34 Texas Administrative Code §§ 20.281–20.285 (as amended by the Texas Comptroller’s final emergency rules effective December 2, 2025). Respondents are strongly encouraged to make a good-faith effort to utilize certified VetHUB vendors in the performance of any resulting contract.

State of Texas VetHUB Certification Application Forms are located at https://comptroller.texas.gov/purchasing/vendor/hub/.

Please ensure that the potential VetHUB subcontractor’s status is “A” (Active).

The OAG is relying upon the Respondent’s expertise to fully identify subcontracting opportunities that best align with their organization and this RFP. Respondents who intend to subcontract are responsible for identifying all areas that will be subcontracted. In accordance with 34 Texas Administrative Code § 20.282, a subcontractor is defined as an entity that contracts with a prime contractor to work or contribute toward completing work for a governmental entity.

Respondents must complete and return a VetHUB Subcontracting Plan (VetHUB HSP) with its Response to be considered responsive. If the Response does not include a completed VetHUB HSP, the Response will be rejected as a material failure to comply with advertised specifications. All prime vendors (VetHUB or Non-VetHUB) are required to comply.

http://www.statutes.legis.state.tx.us/Docs/GV/htm/GV.2161.htm https://texas-sos.appianportalsgov.com/rules-and-meetings?chapter=20&division=1&interface=VIEW_TAC&part=1&subchapter=D&title=34 https://texas-sos.appianportalsgov.com/rules-and-meetings?chapter=20&division=1&interface=VIEW_TAC&part=1&subchapter=D&title=34 https://comptroller.texas.gov/purchasing/vendor/hub/ https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=06%2F26%2F2025&recordId=214408 https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=06%2F26%2F2025&recordId=214408

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Additionally, the Contractor must update the VetHUB HSP during the course of the Contract should any changes occur. Helpful resources regarding the VetHUB HSP include:

• The VetHUB Subcontracting Plan on the Texas Comptroller of Public Accounts website guides the Respondent through the various fields and assists them in completing the HSB correctly:

https://www.comptroller.texas.gov/purchasing/vendor/hub/forms.php.

• The Centralized Master Bidders List – VetHUB Directory Search allows Respondents to search for certified VetHUB vendors by NIGP class and item:

https://mycpa.cpa.state.tx.us/tpasscmblsearch/index.jsp.

• NIGP codes can be found in the NIGP Commodity Book:

https://www.comptroller.texas.gov/purchasing/nigp/.

As a condition for payment and to document compliance with the VetHUB HSP, the Contractor must include the Prime Contractor Progress Assessment Report (PAR) with each invoice submitted. At the same time, the PAR must be submitted to the OAG HUB Coordinator at texashubs@oag.texas.gov (See 34 Texas Administrative Code § 20.285(g)).

All VetHUB and non-VetHUB subcontractors must be listed on the PAR, whether payment is issued to the subcontractors or not.

Table 5: NIGP Codes

Class Item Description

920 40 Programming Services Computer- 961 47 Law Enforcement Services, including Process

Service Services 961 50 Legal Services including Depositions w/ expert witness testimony

4 OVERVIEW

4.1 Background

The Texas Child Support Division (CSD) operates the largest child support program in the United States, leading in both caseload and collections. Serving approximately one in four children receiving child support in Texas, the CSD manages over 1.4 million cases and collects more than $4.4 billion annually on behalf of Texas families.

A key component of the child support process is the Service of Process (SOP), which ensures that all parties are properly notified of legal actions and given the opportunity to respond. Timely and accurate SOP is essential to uphold due process, initiate court proceedings, and protect the legal rights of CSD's customers.

The current contract for private SOP services expires on August 31, 2026.

Request volumes for private SOP have varied significantly over the term of the current contract, particularly for in-state services. Historical volumes by State Fiscal Year (SFY) are provided below for reference and bidding purposes only. These figures are not guaranteed and may not reflect future operational volumes. (Note: The OAG averages fewer than one International Service request per year.)

Table 6: Totals: In-State & Out of State (All Service Types) Region SFY 2023

Number Requested

SFY 2024

Number Requested

SFY 2025

Number Requested

01 1,966 1,873 1,304

02 2,396 4,204 5,608 03 1,765 2,273 1,233 04 23,681 23,464 19,722 05 2,493 2,728 2,090 06 27,172 29,179 20,458 https://www.comptroller.texas.gov/purchasing/vendor/hub/forms.php https://mycpa.cpa.state.tx.us/tpasscmblsearch/index.jsp https://www.comptroller.texas.gov/purchasing/nigp/ mailto:texashubs@oag.texas.gov https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=02%2F06%2F2026&recordId=214411 https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=02%2F06%2F2026&recordId=214411

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Region SFY 2023 Number Requested

SFY 2024

Number Requested

SFY 2025

Number Requested

07 1,456 1,146 889 08 403 454 379 09 2,288 2,575 1,751 10 1,402 1,689 1,451 Total 65,022 69,585 54,885

The volumes provided correspond to the region from which the request originated and may not reflect the actual location service location.

4.2 Current Environment

The current CSD child support enforcement system, commonly referred to as “Children Are My Priority” (ChAMP), runs on the Salesforce platform. Push and pull data exchanges for SOP are facilitated by a web service that utilizes the NIEM (National Information Exchange Model) data dictionary to bundle the data.

These data exchanges deliver initial Service requests and documents to the Contractor and enable the Contractor to provide attempt and result information and documents to CSD. Refer to Attachment 4, Software Design Document for Service of Process Web Service, and Attachment 5 Service of Process User Stories for additional details.

4.3 Scope of Work

This project seeks a comprehensive solution for private SOP, which includes:

• Serving petitions and motions for the CSD

• Providing a tracking system for Service requests

• Providing qualified private Process Servers for CSD Service requests across Texas, throughout the United States, and internationally

• Filing Service documents with the local district courts

• Providing expert witness testimony and other litigation support, as requested by the OAG

5 PERIOD OF PERFORMANCE

5.1 Initial Term and Renewal

The Contract will begin when signed by all Parties, and the initial term will end on August 31, 2029. The Contract may be renewed for two (2), optional, one (1) year terms with the first optional renewal term beginning on September 1, 2029, and concluding on August 31, 2030. The decision to renew the Contract will be at the sole and absolute discretion of the OAG. Such renewal(s) will be subject to the requirements of the Contract, with the sole and limited exception that the original date of termination will be extended pursuant to this provision. By submission of a Response to this RFP, a Respondent agrees to be bound to perform the services described within, at the rates specified in the Contract, for the initial term of the Contract and for any renewal term which the OAG may elect to exercise.

5.2 Option to Extend

The Contractor agrees that the OAG may require continued performance, beyond the initial or any renewal Contract term, of any of the within described services at the rates specified in the Contract, for the purpose of awarding a contract and transitioning services to a new service provider without service disruption. The OAG may require continued performance for a series of thirty (30) calendar day increments. Such extension of services will be subject to the requirements of the Contract, with the sole and limited exception that the original date of termination will be extended pursuant to this provision.

During the Contract transition extensions, the Contractor will be compensated for services for as long as the Contractor is providing such services. Once a service is transitioned from the Contractor to a new service provider, payment to the Contractor will cease. The OAG may exercise this option upon thirty (30) calendar days written notice to the Contractor.

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6 STATEMENT OF WORK

6.1 General Requirements

6.1.1 The Contractor will provide Service according to Texas Rules of Civil Procedure in all Jurisdictions within Texas and in the United States and its territories. The Contractor’s Process Servers must be knowledgeable of, and comply with, the Texas Rules of Civil Procedure, including obtaining required certifications, if applicable, and any relevant rules or statutes for Service of Process in other states and countries.

6.1.2 The Contractor will maintain the hard copy original documentation, if applicable, of all documents filed with the district court for a minimum of ninety (90) calendar days and must obtain OAG approval prior to document destruction.

6.1.3 Contractor’s Process Servers will recuse themselves from any assignment for which they have a personal interest or involvement.

6.1.4 Within the state of Texas, the Contractor will not use any on-duty local law enforcement personnel to perform Contract Services without prior OAG approval.

6.1.5 The Contractor will make its Process Servers available to testify in court as requested by the

OAG.

6.1.6 If the Process Server observes any violent acts or threats of violence when affecting Service, the Contractor will notify the CSD via email within twenty-four (24) hours of observation and include a recommendation for safety measures to be taken at the court appearance (if applicable).

6.1.7 The Contractor will provide adequate staffing to manage fluctuating volumes of Service requests.

6.1.8 While performing services under this Contract, the Contractor’s Process Servers must carry identification as proof that they are providing Service of Process on behalf of the Contractor.

6.1.9 Contractor’s Process Servers must not save confidential OAG Data on personally owned devices.

6.2 Service Packets

6.2.1 The Contractor must review the Service Packet for completeness and accuracy before assigning it to a Process Server. Any issues—such as missing, incomplete, or inaccurate documents—must be communicated to the Requestor within two (2) Business Days of receipt.

6.2.2 The Contractor will promptly assign the Service Packet to a Process Server.

6.2.3 The Contractor will ensure that sensitive or personal identifiable information is safeguarded.

6.2.4 Only Contractor staff members performing intake and Locate activities are allowed access to Social Security Numbers (SSN). SSNs will not be provided to individual Process Servers unless approved by the OAG.

6.2.5 For Service requests flagged with family violence, the Contractor will not include the protected party’s actual address on the Return of Service submitted to the OAG or the court. Instead, on affidavits associated with family violence, the Contractor will replace all protected party’s address information with, “ADDRESS ON FILE (FVI).”

The Contractor will provide a Return of Service populated with the protected address information upon request by the OAG Contract Manager or designee.

6.3 Service Types

The Contractor will provide the following types of Service for In and Out of State Service:

6.3.1 Regular Service

• Must be completed within thirty (30) calendar days of receipt of a Service request or the receipt of a subsequent new address provided by the OAG.

• Successful Returns of Service must be filed with the appropriate court no later than five

(5) Business Day after Service completion.

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• For Out of State Regular Service, successful Returns of Service must be filed with the appropriate court no later than ten (10) Business Days after Service completion.

6.3.2 Rush Service

• Must be completed within seven (7) calendar days of receipt of a Service request.

• The successful Return of Service must be filed with the appropriate court no later than the second (2nd) Business Day after Service completion.

6.3.3 Substitute Service

• Service of Process in any manner authorized by the court other than personal Service.

• Requires Service by the method ordered by the court within seven (7) calendar days of request.

• The successful Return of Service must be filed with the appropriate court within five (5)

Business Days of Service completion.

• The Contractor will not request Substitute Service under Rule 106(b) of the Texas Rules of Civil Procedure for Service requests flagged with family violence.

6.3.4 Show Cause Actions

An Order to Appear and Show Cause is a formal legal document issued by the court that requires an individual to appear at a specified time and place and show cause why a certain action should not be taken against them. Attachment 3, Show Cause Actions, includes a list of motions that typically contain an Order to Appear and Show Cause.

For Service requests that include an Order to Appear and Show Cause:

• Service is required no later than ten (10) calendar days prior to the hearing date.

• The successful Return of Service must be filed with the appropriate court no later than five (5) Business Days prior to the hearing date (excluding the filing date and hearing date)

6.3.5 International Service

• No later than the second (2nd) Business Day after receiving a Service request for International Service (both Hague and non-Hague countries), the Contractor will begin the Service process using the fastest acceptable means of Service for the location.

• The Contractor must notify the OAG-CSD of all International Service requests, any issues, and final disposition.

• International Service methods include those listed on the U.S. Department of State Bureau of Consular Affairs website at:

https://travel.state.gov/content/travel/en/legal/travel-legal-considerations/internl-judicial-asst/Service-of-Process.html

6.3.6 Special Circumstances (group quarters)

• The Contractor will provide Service of Process in group quarters.

• In instances where a provided alternative designee is identified, the Contractor will deliver Service to that designee.

6.4 Due Diligence Requirements

6.4.1 The Contractor will attempt Service at each address provided by the OAG and any additional addresses obtained by the Contractor within the requested Service type timeframe (see Section

6.3 Service Types).

6.4.2 The Contractor will make a minimum of three (3) attempts per address provided, at varying times and days. Each OAG request may include up to two (2) addresses: a primary address and one verified alternate location (e.g., an employer or appointment site).

6.4.3 To document Due Diligence, the Contractor will report detailed information to the OAG, including:

• A photo of the location(s), including Global Positioning System (GPS) coordinates and a date/time stamp for each attempt (Note: Separate data fields for date, time, and location are required in addition to the information on the photo.)

https://travel.state.gov/content/travel/en/legal/travel-legal-considerations/internl-judicial-asst/Service-of-Process.html https://travel.state.gov/content/travel/en/legal/travel-legal-considerations/internl-judicial-asst/Service-of-Process.html

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• Property description

• Interactions with individuals at or near the location

• Observations made

• Current and next steps

6.4.4 Due Diligence proof is required to receive payment for unsuccessful Service attempts.

6.4.5 Unsuccessful Service with properly documented Due Diligence will be paid at 75% of the Successful Service rate.

6.5 Substitute Service

6.5.1 The Contractor may request Substitute Service if all of the following conditions have been met:

• The Contractor has met all Service requirements at a current, valid address for the subject, and has provided Due Diligence documentation to support a request to the court for Substitute Service.

• The Contractor determines that a Member is evading Service.

• The legal action is not a Show Cause action. See Attachment 3, Show Cause Actions.

6.5.2 To request Substitute Service the Process Server will return an Affidavit of Due Diligence and an Affidavit for Substitute Service to the Requestor, no later than the third (3rd) Business Day after completed Service.

6.5.3 If Substitute Service is approved by the court, the Requestor will submit a new Service request for Substitute Service. Return of a new OAG request for service via Substitute Service is not guaranteed.

6.6 Service Tracking

The Contractor will provide a status update for each Service attempt (for all addresses) after each action taken by the Contractor. The Contractor will include the unique OAG service request ID and the name and telephone number of the assigned Process Server.

6.7 New Locate

6.7.1 The initial Service request may contain up to two (2) addresses, and any time after that one (1) additional address may be added.

6.7.2 If the Contractor has exhausted all efforts on the current addresses, the Contractor may request new Locate. The OAG will respond within 10 Business Days with either new address(es) or a request to close the Service request.

6.8 Court Filing

6.8.1 The Contractor will file the successful Return of Service with the appropriate court, using the mandated e-filing method.

6.8.2 The successful Return of Service must include the Process Servers certification number, or license number when applicable, and the expiration date of certification/license.

6.9 Imaging and Documentation

6.9.1 For all Service requests, the Contractor will create Adobe Portable Document Format (*.pdf) images of applicable Service documents. Other required images include the completed Service request and Contractor’s Returns of Service and Affidavits of Due Diligence.

6.9.2 The Contractor will electronically re-image submitted forms and documentation that are unreadable.

6.10 Customer Service

6.10.1 General

6.10.1.1 The Contractor will have customer service staff available to receive telephone calls, text messages, and emails from the OAG each Business Day during Business Hours.

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6.10.1.2 The Contractor will respond to all OAG customer service inquiries no later than the next Business Day from the initial inquiry date.

6.10.1.3 The Contractor will provide a direct point of contact and a designated back-up for Service requests that may require special attention (e.g., prioritized requests from other state’s officials; elected official inquiries regarding status; possible fraudulent Service;

threats of violence).

6.10.2 Complaints

6.10.2.1 The Contractor will define and follow a complaint tracking and escalation process (included in the Customer Service Plan, see Table 8: Implementation Deliverables). The proposed process is subject to OAG approval.

6.10.2.2 Complaints may include, but are not limited to, claims of:

• Non-Service

• Process Server misconduct (e.g., lack of professionalism)

• Fraud (e.g., Process Servers representing themselves as something other than allowed by the Contract)

• Incorrect party served

6.10.2.3 The Contractor must notify the OAG Contract Manager or designee within twenty-four

(24) hours of received complaints.

6.11 Technical Solution

6.11.1 General

6.11.1.1 The Contractor is responsible for all costs associated with the purchase, installation, testing, and maintenance of hardware, software, and communications equipment necessary to provide the Contract Services. Refer to Attachment 4, Software Design Document for Service of Process Web Service and Attachment 5, Service of Process User Stories for additional detail.

6.11.1.2 The Contractor’s technical environment must conform to any changes in policies and procedures, rules and regulations, laws, advancements in technology, and standard configurations that occur during the term of the Contract.

6.11.1.3 The Contractor’s system hardware, software, design, and interfaces must be compatible with the OAG’s technical and systems environment.

6.11.1.4 The Contractor will notify the OAG via Controlled Correspondence forty-eight (48) hours in advance of any scheduled maintenance or upgrades performed on its technical solution. The Contractor must immediately notify the OAG Contract Manager or designee of any emergency repairs.

6.11.1.5 The Contractor must immediately notify the OAG Contract Manager or designee regarding any problems associated with accessing the Service of Process system.

6.11.1.6 The Contractor will retain a history of all OAG Service requests for the life of the Contract.

6.11.1.7 Archival processes, if needed, must be approved by the OAG.

6.11.1.8 The Contractor’s technical solution will be available at a minimum from 7:00 a.m. to

7:00 p.m. Local Time, seven (7) days a week.

6.11.1.9 The Contractor’s Solution must recognize duplicate addresses sent on the same Service request

6.11.1.10 The Contractor’s technical solution must achieve a two (2) second or less internal response at least ninety-five percent (95%) of the time between 7 a.m. and 7 p.m. Local Time.

6.11.1.11 The Contractor’s solution must electronically retrieve and transmit data to and from the OAG at least hourly and preferably in near real time.

6.11.2 OAG Access to Contractor’s Solution

6.11.2.1 The Contractor will provide administrator access for a minimum of five (5) OAG staff to manage OAG user accounts.

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6.11.2.2 The Contractor’s technical solution will allow up to four hundred (400) concurrent OAG staff to access, view, search, download, upload, and print Case-related information, including all imaged documentation associated with a Service request.

6.11.2.3 The Contractor’s user interface must be accessible through a Web browser compatible with the OAG’s technical environment. The Contractor’s technical solution must allow OAG staff to search by the following criteria, including but not limited to:

1. Originating Field Office

2. Case ID

3. First and last name of Member associated with the Case

4. Service request tracking number

5. Service status

6. Date of Service request

7. Service type

6.11.2.4 The Contractor’s solution will present Case data and images in a scalable, downloadable, and printable Portable Document Format (PDF).

6.12 Optional Services

6.12.1 The CSD may request optional services, changes to existing services, or both after implementation of the Contractor’s solution. This decision will be within the sole discretion of the CSD. If the CSD elects to exercise this option, it will provide the Contractor with a statement of work and the Contractor will provide the CSD with proposed pricing.

6.12.2 The CSD may accept or reject the Contractor’s proposal, refine the requirements, and negotiate final costs.

6.12.3 The OAG is not responsible or liable for payment for software development/modifications until the CSD determines that any associated test results are acceptable.

6.13 OAG Mandatory Training for Contractor

6.13.1 Designated employees of the Contractor must complete mandatory OAG training as appropriate to their role in the Contract.

6.13.2 The Contractor must ensure that the designated employees remain current with mandatory OAG training and verify that employee certifications are complete on the OAG’s Learning Management System.

6.13.3 The OAG estimates no more than one (1) Business Day will be required to complete the training in Table 7: OAG Mandatory Training.

Table 7: OAG Mandatory Training

Course Name Frequency Method

MCT105 Cybersecurity Awareness Training for General Users

Every 12 Months E-Learning, Self-Paced

MCT111 Sensitive Personal Information Every 24 Months E-Learning, Self-Paced HRT 120V Fundamentals of Family Violence for Child Support Vendors

One-time E-Learning, Self-Paced

6.14 Implementation Requirements

6.14.1 OAG Agile at Scale Application Development Overview

The OAG software development is conducted using Sprint Teams comprised of a Product Owner, subject matter experts, and a technical team. Sprint Teams are self-governing and self-organizing; they have the latitude and autonomy to collaborate directly with contractors and across all OAG divisions to meet the desired outcome for each Sprint. The OAG Sprints are typically four (4) weeks in duration. In the OAG’s

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Agile process, after software is developed and tested, the product is demonstrated and approved by the Product Owner. Product Owner approval indicates the Definition of Done is met by the Sprint Team.

The goal is for the OAG Contract Implementation Manager, OAG Information Technology (IT), and the Contractor organizations to work together as one team, with transparency, to build and integrate OAG and Contractor applications and technologies to deliver exceptional services to the OAG’s customers.

(Note: Not all changes require Sprints, or all Sprint types identified in this section. Sprint activities generally apply when significant OAG application changes and OAG IT involvement are necessary. The OAG and the vendor will determine the appropriate activities and schedule during implementation. The OAG is not prescribing the development methodology for the Contractor’s internal development activities.)

Typical Sprints that may occur during Contract implementation:

• Development Sprint(s) — The OAG and Contractor resources design, develop, and test changes necessary to implement the Contract system/application requirements.

• Joint Testing Sprint — The OAG and the Contractor develop and execute test scenarios to verify that the OAG’s systems/applications and the Contractor’s systems/applications integrate and work together to meet the desired business outcomes and Contract performance measures. The Joint Testing Sprint is conducted in a production-like manner to the extent possible.

• Release Readiness Sprint — The OAG and Contractor execute User Acceptance Testing (UAT), during which the OAG staff test business scenarios to ensure the systems/applications meet the end user’s/customer’s needs. The Release Readiness Sprint includes all the activities necessary to prepare for and migrate the system/application changes into production.

Agile ceremonies prior to Sprint start date:

• Sprint Planning (one (1) month prior to Sprint start-date)

• User Story Discovery Sessions (development requirements and acceptance criteria/Joint and

UAT Testing scenarios)

• Story Points Estimation (estimating complexity and duration of each User Story)

• Task Breakout Sessions

Agile Ceremonies after Sprint start date:

• Agile Daily 15-minute Scrum Meeting

• Spike Sessions (design sessions) when necessary

• Interim Demo or Review (demonstrate developed product to Product Owners; this ceremony usually occurs on Thursday during the third (3rd) week of the Sprint)

• Final Demo or Review (demonstrate developed product to Product Owners at the end of the

Sprint)

6.14.2 Contractor Implementation Team

6.14.2.1 The Contractor must retain an Implementation Manager and backup during the implementation period. The Implementation Manager will serve as the point of contact for all implementation coordination and communication.

6.14.2.2 The Contractor must provide an organization chart detailing the proposed implementation team including the Implementation Manager and all implementation leads and staff.

6.14.2.3 The implementation team members must remain in place for the duration of implementation unless no longer employed by the Contractor or departure is approved by the OAG.

6.14.2.4 When replacing Contract implementation team staff, the Contractor must propose replacements with qualifications that are equal to or exceed those of the person being replaced.

6.14.2.5 The Contractor will provide the resumes of any implementation team member to the OAG upon request.

6.14.2.6 The Contractor must notify the OAG Contract Manager when the Contractor’s Implementation Manager is not available for an entire Business Day or longer.

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6.14.2.7 The Contractor’s implementation team will be available to work with the OAG during Business Hours, and after hours when necessary, throughout the implementation period.

6.14.3 Contractor Participation and Collaboration

6.14.3.1 The number and types of Sprints required and the Contractor participation in the OAG Sprint ceremonies/activities will vary depending on the magnitude, complexity, and level of OAG/Contractor application integration necessary to implement the Contract.

6.14.3.2 The Contractor’s implementation team will be ready to begin Sprint ceremonies/activities with the OAG according to the joint Implementation Plan and Schedule or a revised schedule communicated by the OAG.

6.14.3.3 Much of the Contractor’s application development activities may occur independent of the OAG’s application development activities. However, the Contractor will develop and test its solution in conjunction and in coordination with the OAG Sprints.

6.14.3.4 The Contractor will demonstrate its work at the end of each Sprint whether the work is completed independently or within an OAG Sprint. The OAG Product Owner must accept all demonstrated work before the Sprint is deemed complete and meets the Definition of Done.

6.14.3.5 The Contractor will provide the following roles when participating in the OAG Sprints as necessary:

• Implementation Manager

• Subject Matter Experts

• Business Analysts

• Developers

• Testers

• Network Staff

• Telecom Staff

• IT Architects

• Other technical staff and resources as necessary

6.14.4 General Implementation Requirements

6.14.4.1 The implementation period will begin upon Contract award and will conclude when the Contractor’s solution is operational, post-cutover monitoring is complete and is accepted by the OAG. The Contractor’s solution must be fully operational by August 31, 2026, prior to the new Contract operations start date.

6.14.4.2 The Parties’ Implementation Managers and Contract Managers (or designees) will meet within three (3) Business Days after Contract award to initiate implementation planning discussions.

6.14.4.3 The Contractor and the OAG will collaboratively develop the final Implementation Plan and Joint Implementation Plan and Schedule as required in Table 8: Implementation Deliverables. The schedule’s operations start date is expected to remain the same, but the order of work or duration of individual work packages may be adjusted as the project progresses.

6.14.4.4 The Contractor’s implementation team and the Contract Management team will attend a kick-off meeting coordinated by the OAG within ten (10) Business Days after Contract award.

6.14.4.5 The Contractor’s Implementation Manager and implementation team will attend weekly status meetings with the OAG implementation team throughout the implementation period. Meetings may be scheduled more frequently, if necessary.

6.14.4.6 The Contractor will provide a written status report at each weekly implementation status meeting.

6.14.4.7 The Contractor will cooperate with the current SOP contractor to perform transition activities, including but not limited to accepting in-process items and any other data

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6.14.5 Joint Testing

6.14.5.1 The Contractor will have a test environment(s) that meets the following criteria:

1. Mimics the production environment to ensure that an application that works in a test environment continues to work when deployed to a production environment.

2. Large enough to store sufficient data to execute a valid joint test.

3. Meets Contract security requirements in the event joint testing with production data is necessary.

6.14.5.2 The Contractor will enable data exchanges and communication between the OAG and

Contractor applications/systems.

6.14.5.3 During Joint Testing the Contractor will test the data exchanges/integration between its system/applications and the OAG system/applications.

6.14.5.4 The Contractor must resolve defects and implement changes during Joint Testing to ensure the OAG and Contractor systems/applications integrate successfully and the Contractor’s solution meets the Contract requirements.

6.14.5.5 The Contractor will provide computer access to the Contractor’s system/application for at least five (5) OAG staff during Joint Testing.

6.14.5.6 The Contractor and…