23-301_RFP.pdf

CALIFORNIA STATE TRANSPORTATION AGENCY GAVIN NEWSOM, Governor

DEPARTMENT OF MOTOR VEHICLES

ADMINISTRATIVE SERVICES DIVISION

P.O. BOX 932382

SACRAMENTO, CA 94232-3820

California Relay Telephone Service for the deaf or hard of hearing from TDD Phones: 1-800-735-2929; from Voice Phones: 1-800-735-2922

ADM 668 (REV. 1/2019) DMVWeb A Public Service Agency

23-301

REQUEST FOR PROPOSAL

May 13, 2024

You are invited to review and respond to this Request For Proposal (RFP) entitled 23-301 – Consultant Services to Develop Human-Centered Design Practices that Include User Experience, Workflows, and Processes in Support of the DMV’s Modernization Journey. This RFP is advertised in the California State Contracts Register through Cal eProcure at:

http://www.caleprocure.ca.gov or http://www.dgs.ca.gov

Please note that you must register with Cal eProcure in order to download RFP packages and any other provided documents from the Cal eProcure website.

Proposers are advised to check the Cal eProcure website for addendums, modifications, and updates to the proposal documents. The Department of Motor Vehicles (DMV) is not responsible for failure of the prospective proposer to check for any proposal document updates, changes, or answers to questions posted on Cal eProcure. Failure to periodically check the website will be at the proposer’s sole risk.

In submitting your proposal, you must comply with the instructions found herein.

Note that all agreements entered into with the State of California will include by reference General Terms and Conditions and Contractor Certification Clauses that may be viewed and downloaded at Internet site:

http://www.dgs.ca.gov

In the opinion of the DMV, this RFP package is complete and without need of explanation. The contact person for this RFP is:

Valerie Roybal Department of Motor Vehicles

Phone: (916) 818-2859 Email: Valerie.Roybal@dmv.ca.gov

Please note that no verbal information given will be binding upon the State unless such information is issued in writing as an official addendum.

Valerie Roybal Contract Administrator http://www.dgs.ca.gov/

TABLE OF CONTENTS

SECTION

➢ PROPOSER REQUIREMENTS AND INFORMATION

1. Purpose and Description of Services

2. Contract Term and Funding

3. Bidder’s Library

4. Background

5. Schedule of Events

6. Proposer Minimum Qualifications

7. Administrative Requirements

8. Technical Proposal Requirements

9. Written Questions

10. Submission of Proposal

11. Disposition of Proposals

12. Evaluation and Selection

13. Notice of Intent to Award Contract

14. Protest

15. Notice of Contract Award

16. Standard Conditions of Service

17. Required Documents (Awarded Contractor)

18. Preference(s)

19. Incentive(s)

20. Generative Artificial Intelligence (GenAI)

➢ STANDARD AGREEMENT FORM (SAMPLE)

➢ EXHIBIT A – Scope of Work

➢ EXHIBIT B – Budget Detail and Payment Provisions

➢ EXHIBIT C – General Terms and Conditions

➢ EXHIBIT D – Special Terms and Conditions

➢ EXHIBIT E – Additional Provisions

➢ EXHIBIT F – Deliverable Acceptance Document (DAD)

➢ EXHIBIT G – Personnel Change Order Authorization

➢ APPENDIX A - The United States Department of Transportation Standard Title VI/Non-Discrimination Assurances DOT Order No. 1050.2A

➢ APPENDIX E - The United States Department of Transportation Standard Title VI/Non-Discrimination Assurances DOT Order No. 1050.2A

➢ REQUIRED PROPOSAL DOCUMENTS CHECKLIST

➢ ATTACHMENT 1 – Proposal/Proposer Certification Sheet

➢ ATTACHMENT 2 – Cost Sheet

➢ ATTACHMENT 3 – Payee Data Record

➢ ATTACHMENT 4 – Proposer Declaration & Subcontractor/Supplier List

➢ ATTACHMENT 5 – Darfur Contracting Act

➢ ATTACHMENT 6 – California Disabled Veteran Business Enterprise Participation Requirements and

Incentive

➢ ATTACHMENT 7 – California Civil Rights Laws Certification

➢ ATTACHMENT 8 – Iran Contracting Act

➢ c ATTACHMENT 9 – GenAI Disclosure & Factsheet

PROPOSER REQUIREMENTS AND INFORMATION

1. Purpose and Description of Services

A. The California Department of Motor Vehicles (DMV) is soliciting proposals to acquire consultant services to develop human-centered designs that include user experience, user workflows, and processes, in support of the DMV’s modernization journey. The awarded contractor shall utilize the DMV’s new Salesforce-enabled platform to map the user-centric journey to ensure process effectiveness, simplifying the user experience from the vantage point of user efficiency.

B. Human-centered design practices include, but are not limited to, prototyping/mocked-up design flows. The awarded contractor shall follow one (1) of the following DMV-approved human-centered design methodologies:

(1). Lean Six Sigma

(2). IDEO’s Human Centered Design

(3). Another methodology of a similar high standard if the methodology is deemed acceptable by the DMV.

C. The awarded contractor shall perform the tasks identified in Exhibit A, Scope of Work. The awarded contractor shall also perform the optional extension tasks in Exhibit A, Scope of Work, in the event the DMV exercises an option to extend the term of the Agreement to add the time and funds necessary to complete the tasks.

(1). Scope of Base Contract:

a. Create a taxonomy of the design artifacts required to support the DxP-VR (Vehicle Registration) project and associated business functions.

b. Review, assess, and utilize DxP-VR reengineered to-be processes and associated workflows (approximately 180) across all major channels to deliver the human-centered design artifacts that can be used in Salesforce functional and technical design against all the identified design artifacts. These human-centered design artifacts should take into account the best practices, user feedback, and adoption, to ensure that most optimal user experience is achieved.

c. Work with the DMV and DxP System Integrator to support functional and technical design work (estimated duration six [6] to nine [9] months) through human-centered design and validate its implementation.

(2). Scope of the Optional Extension:

a. Delivery of training to DMV’s staff and stakeholders in support of DxP-VR project implementation (estimated duration four [4] to six [6] months).

b. Support the User Acceptance Testing to ensure the human-centered design is working as expected in support of DxP-VR project implementation (estimated duration six [6] to nine [9] months).

c. Review, assess, and utilize DxP-DL (Driver License and Identification Card) reengineered to-be processes and associated workflows (approximately 200) across all major channels to deliver the human-centered design artifacts that can be used in Salesforce functional and technical design against all the identified design artifacts. These human-centered design artifacts should take into account the best practices, user feedback, and adoption, to ensure that the most optimal user experience is achieved.

2. Contract Term and Funding

A. Nine (9) months with a DMV option to extend for up to an additional eighteen (18) months and additional funds.

3. Bidders’ Library

A. The DMV will make available a Bidders’ Library containing reference and supporting documentation that potential proposers may review and use to prepare its proposal. Potential proposers are encouraged to review the information in the Bidders’ Library to gain a thorough understanding of the DMV’s VR and DL modernization efforts. To be granted access to the Bidders’ Library, a potential proposer shall submit a request via email to the contact person indicated on the cover page of this RFP package no later than the date and time specified in the Schedule of Events. The potential proposer will be required to complete and submit a Confidentiality Statement prior to receiving access to the Bidder’s Library.

4. Background

A. The DMV is responsible for the provisions of the California Vehicle Code, Code of Regulations, and policies that relate to ownership, issuance of title, licensing, and registration of vehicles, trailers, and vessels. Pursuant to that responsibility, the DMV registers and titles more than

36.4 million registered vehicles in the state as well as over 670,000 vessels. In addition to annual renewal of vehicles and biennial renewal for vessels, the DMV processes more than 5 million transfers of ownership and more than 3 million initial (original) applications for registration and titling annually. The DMV also serves 1.7 million motor carriers (based in other states) that pay fees to operate within the state. The DMV issues registrations and titles to commercial and personal cars, trucks, motorcycles, mopeds, trailers, off-highway vehicles, and vessels. The DMV also issues special placards to disabled individuals and personalized license plates to purchasers.

The DMV is also responsible for drivers, which includes issuing driver licenses and identification cards to California residents. The DMV has issued approximately 32 million renewable driver licenses and identification cards which expire over a five (5) and seven (7) year term respectively. These numbers include the issuance of REAL ID driver license and identification cards, and cards that are federally not compliant.

DMV legacy systems support the provision of these and other services to millions of California residents through field offices, call centers, digital channels, auto clubs, and business partner locations throughout the State of California. DMV services provide a means to assess and collect the regulated fees and taxes that support many state, local, and city transportation agencies and departments. The DMV has chosen a Salesforce software as a service (SaaS) solution to serve as the basis for modernization efforts in replacement of the occupational licensing, vehicle registration, control cashiering, and driver licensing legacy systems. The replacement of the legacy systems will occur in phases, however there may be some overlap in the various sub-projects taking place.

The DMV performs many functions beyond licensing drivers and titling and registering vehicles.

The following is a high-level summary of some of the other tasks the DMV performs:

• Promotion of Driver Safety: The DMV promotes driver safety by monitoring driving performance, evaluating high-risk drivers’ abilities, and limiting driving privileges of drivers identified as safety risks.

• Provision of Support Services: The DMV provides essential support services that include collection and distribution of fees and fines, customer service, educational activities, administration of the financial responsibility program for auto insurance, and implementation and support of non-driving-related mandates, such as driving privilege sanctions related to failure to pay child support and delinquent taxpayers.

• Electronic data interchange with government entities: The DMV interacts with local, State, and federal government entities through multiple channels to obtain or provide information. The DMV provides information to law enforcement on the status of licenses, driving records, and vehicle registrations. Law enforcement includes state, local, and national police agencies, the Federal Bureau of Investigation, sheriffs, and the Department of Justice.

• The DMV shares information with other states as it relates to out-of-state driver licenses or identification cards. The DMV also interacts with local government, including cities, boards, tax assessors, public defenders, and courts. State agencies that interface with the DMV include the Department of Health Care Services, the Franchise Tax Board, the Bureau of Automotive Repairs, the Department of Child Support Services, the Secretary of State, and others. At the federal level, the DMV exchanges information with the Department of Homeland Security, the Internal Revenue Service, the Department of Health and Human Services, and the Social Security Administration.

The DMV provides verification and status information about drivers to private corporations, uses credit card services, and accepts certain vehicle-related transaction processing from business partners. Business partners include insurance companies, car rental companies, credit card service providers, lien holders, and auto clubs.

5. Schedule of Events

Event Date Time

(1). RFP available to prospective proposers: 5/13/2024 N/A

(2). Written questions and access request to Bidder’s Library regarding RFP are due by:

(Note: See additional info in Section 8.)

5/21/2024 4:30 p.m.

(3). Written responses to RFP questions released by: 5/23/2024 4:30 p.m.

(4). Final date for proposal submission:

(Note: See additional info in Section 9.)

5/28/2024 11:00 a.m.

(5). Proposed start date of contract (estimated): 6/28/2024 or upon contract approval

N/A

6. Proposer Minimum Qualifications

A. On March 4, 2022, Governor Gavin Newsom issued Executive Order N-6-22 regarding Economic Sanctions against Russia and Russian entities and individuals. “Economic Sanctions” refers to sanctions imposed by the U.S. government in response to Russia’s actions in Ukraine, as well as any sanctions imposed under state law. By submitting a proposal, the proposer represents that it is not a target of Economic Sanctions. Should the State determine, at any time prior to the execution of a contract, that the proposer is a target of Economic Sanctions or is conducting prohibited transactions with sanctioned individuals or entities, that shall be grounds for rejection of the proposer’s proposal by the DMV.

B. Proposer shall provide a Minimum Qualifications Statement demonstrating that the proposer meets all of the following minimum qualifications:

(1). Must be located within the United States of America and be registered to do business in the State of California.

(2). Must have a minimum of ten (10) years’ demonstrated experience in consulting and human-centered design, including each of the following:

a. Developing and implementing prototypes.

b. Creating and implementing new service experiences and systems.

c. Facilitating large meetings with executive-level staff, conducting interviews and system and process assessments, and collecting and analyzing data.

(3). Must have a minimum of five (5) years’ demonstrated experience in consulting and user-centered design with government entities, transportation agencies, or other motor vehicle departments.

(4). Must have a minimum of five (5) years’ demonstrated experience using Six Sigma or IDEO methodology on client engagements.

(5). Must have a minimum of two (2) years’ demonstrated experience collaborating with various stakeholders such as field offices, back-office operations, and contact centers, to produce human-centered designs for large transportation government organization such as the California DMV.

(6). Must have a minimum of two (2) years’ demonstrated experience working with a large number (10 or more) of field offices in support of driver licenses or vehicle registration business for a transportation government organization such as the California DMV.

(7). Must have a minimum of two (2) years’ demonstrated experience providing training to various stakeholders such as field offices, back-office operations, and contact centers, on human-centered designs for large transportation government organization such as the California DMV.

(8). Must have a minimum of two (2) years’ demonstrated experience translating human-centered design work products to usable design components in the Salesforce framework for large transportation government organization such as the California DMV.

7. Administrative Requirements

A. Proposers shall provide all of the following Administrative Requirements in the order listed below:

(1). Cover Letter

a. Proposer shall provide a Cover Letter signed by an individual who is authorized to bind the proposer’s firm contractually and indicating the title and position that person holds in the firm, including a statement that the proposer commits to fulfilling all the requirements of this RFP.

(2). Executive Summary

a. Proposer shall provide an Executive Summary that includes all of the following elements:

1. Proposer firm’s date of establishment, size, and structure.

2. Description of proposer’s organizational structure and history.

3. Description of the proposer’s experience performing similar human-centered design projects as requested in this RFP package.

(3). Project History

a. The proposer shall provide a list of projects of similar size and complexity as requested in this RFP package that the proposer performed for private and/or government entities within the last five (5) years. For each project identified, the proposer shall identify the name of the private and/or government entity, identify the nature of the work performed, and provide the entity’s contact information (contact person’s name, email address, and telephone and fax numbers).

(4). Project Personnel and Resumes

a. The proposer shall submit an organizational chart showing the hierarchy and proposed duties of the proposer’s personnel that will be utilized during the term of the contract. The chart must show the relationship between the proposer’s project manager and the personnel of the proposer’s organization and all other parties (subcontractors) to the proposal. The proposer shall identify all personnel that will perform all roles indicated in this section. The proposer shall provide one (1) lead consultant and may assign one (1) or more individuals to perform multiple roles.

b. The proposer shall submit a resume for all lead consultant personnel who shall exercise a major administrative role or major policy consultant role as identified by the proposer. All lead consultant personnel must minimally have five (5) years’ experience working as a lead consultant on projects that are similar in size and scope as requested in this RFP package.

(5). Management Plan

a. The proposer shall provide a Management Plan that describes how the proposer’s personnel (including subcontractors) will be managed throughout the term of the contract. The proposer must provide descriptions of internal fiscal, accounting, and quality controls, schedules, and budget monitoring procedures which will be used to ensure that all work items are timely and that the fiscal resources are managed responsibly. In addition, the proposer must identify methods of reporting to the DMV on the status of work projects and budget expenditures.

(6). Required Attachments

a. The proposer shall complete and provide all required Attachments identified in the Required Proposal Documents Checklist.

8. Technical Proposal Requirements

A. The proposer shall provide a specific, detailed Work Plan that describes how the proposer intends to provide the requested services which are set forth in Exhibit A, Scope of Work.

Explain in full detail, do not summarize the services in this section. The proposer shall explain exactly how it can meet the DMV’s needs. The proposer should demonstrate a clear understanding of the tasks in the Scope of Work. The proposer shall:

(1). Describe its approach to transform the DMV user experience related to the implementation of the DxP using human-centered design practices.

(2). Describe how it will identify and assess the DxP-reengineered to-be processes to streamline and prioritize workflow modernization across all major channels.

(3). Describe how it will advise the DxP team on how to design modern and channel appropriate services that take advantage of the DxP Salesforce capabilities for each service channel.

(4). Describe its organization’s general project management approach in addressing planning, development, coordination, and delivery of services related to organizational development, change management, and leadership development.

(5). Describe the key individuals (and their roles) who will perform the services as outlined in the Scope of Work. Explain their relevant experience, expertise, and describe each individuals’ general roles and responsibilities to achieve the Scope of Work.

(6). Describe its recommended timeline, including milestones, deliverables, and activities.

Provide a conceptual plan for services that it believes are appropriate for the DMV.

Indicate features, skills, and/or services which distinguishes its firm. Indicate how its resources will be allocated for the project.

(7). Describe in detail how it will provide the Scope of Work (must address all items in Exhibit A, Scope of Work).

9. Written Questions

A. Submit all written questions via email to the contact person indicated on the cover page of this RFP package no later than the date and time specified in the Schedule of Events. Written responses to RFP questions will be released by the date and time specified in the Schedule of Events and viewable in the online project advertisement in Cal eProcure at:

http:/www.caleprocure.ca.gov.

10. Submission of Proposal

A. Proposals must be received via email no later than the date specified in the Schedule of Events. The DMV will not accept any proposals that are mailed or hand-delivered.

(1). Proposals shall be emailed in non-fillable PDF format (one [1] file that includes all required proposal documents) to DMVBIDS@dmv.ca.gov. Only proposals sent to this email will be considered. Proposals that contain any proposer information in the body of the email may be rejected. Proposals shall be sent to the email address listed above and contain the following information in the Subject Line only:

a. Proposal # 23-301 for VALERIE ROYBAL for HUMAN-CENTERED DESIGN PRACTICES CONSULTING SERVICES Due: 05/28/2024 AT 11:00 a.m.

1. Proposals may be deemed non-responsive if the subject line does not contain the above information.

(2). Emails shall not exceed one hundred (100) megabytes (MB) in size.

(3). Emailed proposals will not be opened until after the date specified in the Schedule of Events.

(4). It is the proposer’s responsibility to ensure its proposal is submitted in a manner that enables the proposal evaluation team to easily locate all response descriptions and exhibits for each requirement of this RFP. A table of contents shall be included, and page numbers shall be located in the same page position throughout the proposal.

mailto:DMVBIDS@dmv.ca.gov

Figures, tables, charts, etc. shall be assigned index numbers and shall be referenced by these numbers in the proposal text and in the proposal table of contents and shall be placed as close to text references as possible. Each page of the proposal shall include the RFP number, proposer name, proposal section/part/exhibit number, page number, and date.

B. Proposals must be received by the DMV no later than the date specified in the Schedule of Events. Any proposal received after the specified due date shall be rejected.

C. Proposals shall include all required proposal documents identified in the Required Proposal Documents Checklist. Only submit the required proposal documents with your proposal, not the entire RFP package. Proposals not including the required proposal documents shall be deemed non-responsive. A non-responsive proposal is one that does not meet the basic proposal requirements.

D. Proposers are responsible for ensuring the accessibility and legibility of the submitted documents. Proposals that are not accessible or legible may be rejected.

E. All documents requiring a signature must bear an original signature of a person authorized to bind the bidding firm.

F. Costs for developing proposals in anticipation of award of the contract are entirely the responsibility of the proposer and shall not be charged to the DMV.

G. An individual who is authorized to bind the proposing firm contractually shall sign the Proposal/Proposer Certification Sheet (Attachment 1). The signature must indicate the title or position that the individual holds in the firm. An unsigned proposal may be rejected.

H. A proposer may modify a proposal after its submission by withdrawing its original proposal and resubmitting a new proposal prior to the proposal submission deadline. Proposer modifications offered in any other manner, oral or written, shall not be considered.

I. A proposer may withdraw their proposal by submitting a written withdrawal request to the DMV, signed by the proposer or an authorized agent. A proposer may thereafter submit a new proposal prior to the proposal submission deadline. Proposals may not be withdrawn without cause subsequent to proposal submission deadline.

J. The DMV may modify this RFP prior to the date fixed for submission of proposals by the issuance of an addendum to all parties who received a proposal package.

K. Proposers are cautioned to not rely on the DMV during the evaluation to discover and report to the proposer any defects and errors in the submitted documents. Proposers, before submitting their documents, should carefully proof them for errors and adherence to the RFP requirements.

L. Where applicable, proposers should carefully examine work sites and specifications. Proposers shall investigate conditions, character, and quality of surface or subsurface materials or obstacles that might be encountered. No additions or increases to the contract amount shall be made due to a lack of careful examination of work sites and specifications.

M. All documents submitted in response to this solicitation will become the property of the State of California and may be subject to the California Public Records Act (Government Code section 6250 et seq.). This includes any contact information within the documents, including that of references. Additionally, to the extent that a proposer believes its proposal contains trade secret or proprietary information intended to be confidential, it is the proposer’s responsibility to identify and redact such information. A separate redacted copy of the proposal must be submitted along with the original unredacted proposal, and it will be the proposer’s responsibility to defend any redactions should a requester dispute them under the Public Records Act. In the absence of a pre-redacted proposal, the DMV will treat the entire proposal as a public record, except any information the DMV is required to redact under California law.

N. More than one proposal from an individual, firm, partnership, corporation, or association under the same or different names, shall not be considered. Reasonable grounds for believing that any proposer has submitted more than one proposal for the work contemplated herein will cause the rejection of all proposals submitted by that proposer. If there is a reason for believing that collusion exists among proposers, none of the participants in such collusion shall be considered in this or future procurements.

11. Disposition of Proposals

A. All documents submitted in response to this RFP shall become the property of the State of California, and shall be regarded as public records under the California Public Records Act (Government Code Section 6250 et seq.). However, the contents of all proposals, draft bids, correspondence, agenda, memoranda, working papers, or any other medium which discloses any aspect of a proposer's proposal, shall be held in the strictest confidence until notice of intent to award is released. The content of all working papers and discussions relating to a proposal shall be held in confidence indefinitely, unless the public's interest is best served by an item’s disclosure because of its direct pertinence to a decision, agreement, or evaluation of a proposal.

12. Evaluation and Selection

A. Each proposal shall be evaluated using the following two-step process:

(1). (Step 1 Evaluation): Minimum Qualifications (Pass/Fail)

a. Proposers must meet all of the Proposer Minimum Qualifications, Administrative Requirements, and Technical Proposal Requirements identified in this RFP package. In addition, proposers must complete and submit all required Attachments included in this RFP package. Failure to meet all of the above requirements shall result in elimination of the proposal from further consideration.

b. The following page is a sample of the evaluation form that will be completed by the DMV during the evaluation process. Proposer shall not complete this form.

c. Proposer must receive a score of “Pass” for each requirement listed on the sample of the evaluation form in order for their proposal to be considered as responsive.

The remainder of this page is intentionally left blank.

FOR DMV USE ONLY

Proposer Name:

Date:

(Step 1 Evaluation): Proposer Minimum Qualifications & Submission of Administrative and Technical Proposal Requirements (Pass/Fail)

Proposer must receive a score of “Pass” for each requirement listed below in order for the proposal to be considered as responsive.

Requirement Pass/Fail

(circle one)

1. Proposer is located within the United States of America and is registered to do business in California.

Pass Fail

2. Proposer has a minimum of ten (10) years’ demonstrated experience in consulting and human-centered design including each of the following:

• Developing and implementing prototypes.

• Creating and implementing new service experiences and systems.

• Facilitating large meetings with executive-level staff, conducting interviews and system and process assessments, and collecting and analyzing data.

Pass Fail

3. Proposer has a minimum of five (5) years’ demonstrated experience in consulting and user-centered design with government entities, transportation agencies, or other motor vehicle departments.

Pass Fail

4. Proposer has a minimum of five (5) years’ demonstrated experience using Six Sigma or IDEO methodology on client engagements.

Pass Fail

5. Must have a minimum of two (2) years’ demonstrated experience collaborating with various stakeholders such as field offices, back-office operations, and contact centers, to produce human-centered designs for large transportation governmental organizations such as the California DMV.

Pass Fail

6. Must have a minimum of two (2) years’ demonstrated experience working with a large number (more than 10) of field offices in support of driver licenses or vehicle registration business for a transportation government organization such as the California DMV.

Pass Fail

7. Must have a minimum of two (2) years’ demonstrated experience providing training to various stakeholders such as field offices, back-office operations, and contact centers, on human-centered designs for large transportation government organizations such as the California DMV.

Pass Fail

8. Must have a minimum of two (2) years’ demonstrated experience translating human-centered design work products to usable design components in the Salesforce framework for large transportation government organizations such as the California DMV.

Pass Fail

9. Proposer provided all of the following Administrative and Technical Proposal Requirements:

• Cover Letter

• Executive Summary

• Project History

• Project Personnel and Resumes (all lead consultant personnel must meet minimum qualifications)

• Management Plan

• Required Proposal Documents

• Statement of Work

Pass Fail

(2). (Step 2 Evaluation): Administrative Requirements, Technical Proposal Requirements, and Cost Proposal

a. Proposals adhering to the requirements in Step 1 above shall have their Administrative Requirements, Technical Proposal Requirements, and Cost Proposal evaluated and scored by an Evaluation Committee in accordance with the criteria shown in the sample evaluation form that follows in this RFP. Each proposal shall be evaluated to determine responsiveness to the requirements and standards described in this RFP. The selection process complies with the requirements of PCC 10344, subdivision (c). This selection process is known as the “Secondary Method”.

b. The following page(s) is a sample of the evaluation form that will be completed by the Evaluation Committee during the evaluation process. Proposer shall not complete this form.

c. For all items listed in the sample evaluation form on the page(s) that follow, the Evaluation Committee shall award whole number points. In order for a proposal to be considered as responsive, a proposer must:

1. Receive a score greater than zero (0) points for those items that require a score greater than zero (0) points.

d. For cost item(s) in the sample evaluation form on the pages that follow, the proposer that proposes the lowest combined total cost shall be awarded the maximum points available. Proposers that do not propose the lowest combined total cost shall be awarded points based on the following calculation: (Lowest Combined Total Cost Amount To The DMV divided by Higher Combined Total Cost Amount To The DMV multiplied by Maximum Possible Cost Points equals Total Cost Points Awarded). The total points awarded shall be rounded to nearest whole number.

e. Score values are defined as follows:

Score Criteria

100% Excellent: Response was complete and detailed, displayed an in-depth understanding of subject.

75% Good: Response indicated a good understanding of the subject.

50% Fair: Response expressed average information and understanding of the subject. Demonstrated an ability to perform fairly in the subject area.

25% Poor: Response partially addressed the question(s). Demonstrated little or marginal understanding of the subject.

0% No Value: Response was unclear or was not responsive to the question(s) asked. Indicated a lack of familiarity with the subject matter.

FOR DMV USE ONLY

Evaluator Number:

Proposer Name:

Date:

ADMINISTRATIVE AND TECHNICAL ASSESSMENT CRITERIA

MAXIMUM

POINTS

POSSIBLE

1. Clarity, Organization, and Professionalism of Proposal

• Demonstrates knowledge of project scope and requirements.

• Clarity and conciseness of proposal.

• Use of appropriate language, spelling, and grammar.

The criteria above will be evaluated and will be assessed a total points value as shown below:

Excellent=100 Good=75 Fair=50 Poor=25 No Value=0

2. Describes the approach for ensuring a successful human-centered design project and provides associated description of each major phase and sub-phase to re-envision and redesign the business processes.

• Demonstrates knowledge of the approach for ensuring a successful human-centered design project.

The criteria above will be evaluated and will be assessed a total points value as shown below:

Excellent=100 Good=75 Fair=50 Poor=25 No Value=0

3. Describes how the DMV workflow could be streamlined with improved capabilities for the user experience.

• Demonstrates knowledge of how to streamline the DMV workflow.

The criteria above will be evaluated and will be assessed a total points value as shown below:

Excellent=100 Good=75 Fair=50 Poor=25 No Value=0

4. Describes prior projects showing improvements to the user experience, process improvement gains achieved, lessons learned, and how each project utilized best practices and met industry standards.

• Demonstrated experience performing prior projects that improved user experiences that utilized best practices and meet industry standards.

The criteria above will be evaluated and will be assessed a total points value as shown below:

Excellent=100 Good=75 Fair=50 Poor=25 No Value=0

5. Describes how the DMV’s human-centered design project will be managed to address the policies, procedures, guidelines, and standards that protect the service continuity, confidentiality, integrity, and availability of DMV information.

• Demonstrates knowledge of how the project will be managed to address the policies, procedures, guidelines, and standards that protect the service continuity, confidentiality, integrity, and availability of DMV information.

The criteria above will be evaluated and will be assessed a total points value as shown below:

Excellent=100 Good=75 Fair=50 Poor=25 No Value=0

6. Describes the approach for ensuring maximum use of a platform-as-a-solution (PaaS) as demonstrated on prior similar projects.

• Demonstrates knowledge and approach for ensuring maximum use of a platform-as-a-solution (PaaS) as demonstrated on prior similar projects.

The criteria above will be evaluated and will be assessed a total points value as shown below:

Excellent=100 Good=75 Fair=50 Poor=25 No Value=0

7. Provides two (2) examples of past work artifacts that demonstrate experience working with multiple stakeholders such as field offices, back-office operations, and contact centers developing optimal human-centered design relevant to the California DMV

• Demonstrates knowledge, approach and experience delivering through the work product.

As necessary, the proposer can white out the protected data.

The criteria above will be evaluated and will be assessed a total points value as shown below:

Excellent=100 Good=75 Fair=50 Poor=25 No Value=0

8. Cost Data Sheet (Attachment 2)

Calculated as follows:

Lowest Combined Total Cost Amount To The DMV divided by Higher Combined Total Cost Amount To The DMV multiplied by Maximum Possible Cost Points = Total Cost Points Awarded

Total Possible Points = 1000

B. The DMV reserves the right to verify a proposer’s claimed experience, education, letters of reference, and commitment required in a proposal element. References may be contacted by the DMV Evaluation Committee to validate the information provided by the proposer and to determine the client’s overall satisfaction with the services provided. Proposers are responsible for notifying their customers that the DMV Evaluation Committee may contact them for reference and performance information.

C. Proposals that contain inaccurate, false, or misleading statements and/or information, or provide references that do not support an attribute or condition claimed by the proposer, shall be disqualified by the DMV.

D. All proposals may be rejected whenever the DMV determines that the cost is not reasonable or otherwise in the best interest of the DMV. There is no requirement to award a contract if, in the opinion of the DMV, no proposals were received containing a reasonable contract price or if there is another business-based reason not to make an award.

E. The DMV does not accept alternate contract language from prospective contractors.

Proposals with such language shall be considered a counter proposal and shall be rejected.

The State’s General Terms and Conditions (GTC) are not negotiable. The GTC may be viewed on the internet at: http://www.dgs.ca.gov.

F. The contract shall be awarded to the responsible/responsive proposer given the highest overall number of points. The overall number of points to be awarded to each proposal shall be determined by adding together the total points awarded by the DMV Evaluation Committee and applicable bid preference points awarded by the DMV Contract Administrator. Refer to the Bid Preference(s) section for information regarding preferences that are applicable to this RFP.

G. In the event there is a tie score among proposers, each tied proposer shall be contacted by the contact person indicated on the cover page of this RFP regarding a date and time for a flip of a coin. The tied proposer whose proposal was received first by the DMV shall make the call.

Tied proposers or their authorized representative(s) are allowed to be present for the flip of the coin.

13. Notice of Intent to Award Contract

A. The DMV shall email proposers and post in a public accessible place, a written notice of intent to award contract no less than five (5) DMV business days prior to awarding the contract.

14. Protest

A. If any proposer, prior to the award of the contract, files an initial protest with the DMV and the Department of General Services (DGS) on the grounds that the DMV failed to follow the procedures specified in subdivision (c) of Public Contract Code section 10344, the contract shall not be awarded until either the protest has been withdrawn or the Department of General Services has decided the matter.

B. Within five (5) calendar days after filing an initial protest with the DMV and DGS, the protesting proposer shall file a full and complete written statement with the DMV and DGS specifying the grounds for the protest, including: the RFP number, the name of the State agency involved, and the agency contract person. Protestants should also include their fax number if they have one.

C. Written protests must be sent by email to the DGS, Office of Legal Services (OLS) at OLSProtests@dgs.ca.gov, as well as the Contract Administrator listed on the cover letter of this

IFB.

mailto:OLSProtests@dgs.ca.gov

15. Notice of Contract Award

A. The DMV shall email or mail proposing contractors a written notice of contract award.

16. Standard Conditions of Service

A. Following the release of the written notice of contract award, the DMV shall email or mail the awarded contractor a prepared contract for signature that includes a cover letter instructing the awarded contractor on how to proceed. The cover letter may request that additional information and/or required documents be provided by the awarded contractor before the contract can be fully executed.

B. Services shall be available on the expressed date set by the DMV after all approvals have been obtained and the contract is fully executed.

C. All performance under the contract shall be completed on or before the termination date of the contract.

D. No oral understanding or agreement shall be binding on either party.

17. Required Documents (Awarded Contractor)

A. Prior to approval of the contract, unless otherwise specified below, the awarded contractor shall provide the DMV with all of the following required documents within ten (10) calendar days after the contract has been forwarded to the awarded contractor for signature. If the awarded contractor fails to provide the DMV with all of the following required documents within the above specified number of calendar days after the contract has been forwarded to the awarded contractor for signature, the DMV may deem the awarded contractor as non-responsive and may rescind the contract award:

(1). Contractor Certification Clauses

a. The awarded contractor shall sign and submit to the DMV, page one (1) of the Contractor Certification Clauses (CCC) which can be found on the Internet at:

http://www.dgs.ca.gov.

(2). Insurance Requirements

a. When requested by the DMV, the awarded contractor shall provide the DMV with all of the following certificate(s) of insurance (Note: The DMV shall not be responsible for any premiums or assessments on insurance policies):

1. Commercial General Liability

A. Coverage shall provide limits of not less than $1,000,000.00 per occurrence for bodily injury and property damage liability combined. The policy shall include coverage for liabilities arising out of premises operations, independent contractors, products/completed operations, personal & advertising injury and liability assumed under an insured contract. This insurance shall apply separately to each insured against whom claim is made or suit is brought subject to the Contractor’s limit of liability.

B. The insurance policy shall include the following additional insured endorsement that shall be under form acceptable to DGS, Office of Risk and Insurance Management (ORIM):

(1). The State of California, its officers, agents and employees are included as additional insured, but only with respect to work performed for the State of California.

2. Professional Liability

A. Coverage shall provide limits of not less than $1,000,000.00 per occurrence and $3,000,000.00 in the aggregate, covering any damages caused by a negligent error, act, or omission.

B. By signing the contract, the awarded contractor certifies that the carrier of any professional liability insurance required in the performance of the contract has knowledge of the awarded contractor’s extension of services to the DMV.

3. Worker’s Compensation

A. Employer liability limits of not less than $1,000,000.00 are required if the awarded contractor employs any person, in any manner, that is subject to the Workers Compensation Laws of California. The awarded contractor shall maintain statutory workers compensation and employer’s liability coverage for all of its employees who will be engaged in the performance of the contract. If the awarded contractor does not employ any person, in any manner, so as to not become subject to the Workers’ Compensation laws of California, the awarded contractor shall contact the DMV Contract Administrator to request a Workers’ Compensation Exemption Certification form. This form shall be completed by the awarded contractor and submitted to the DMV prior to approval of the contract.

B. The awarded contractor’s workers compensation insurance policy shall be endorsed with a waiver of subrogation in favor of the State of California in the event the awarded contractor employs any person, in any manner, that is subject to the Workers Compensation Laws of California.

18. Preference(s)

A. The following preferences are applicable to this RFP:

(1). Small Business Enterprise (SBE) Preference

a. SBE Preference information can be found at the following internet web site:

http://www.dgs.ca.gov.

(2). Non-Small Business (Non-SB) Preference

a. Non-SB preference information can be found at the following internet web site:

http://www.dgs.ca.gov (Note: Non-SB Preference cannot displace a direct award to a California certified Small Business or a California certified Micro Business).

19. Incentive(s)

A. Disabled Veteran Business Enterprise (DVBE) Participation Incentive

(1). See Attachment 6 for DVBE Participation Incentive information (Note: DVBE Participation Incentive cannot displace a direct award to a California certified Small Business or a California certified Micro Business).

20. Generative Artificial Intelligence (GenAI)

A. The State of California seeks to realize the potential benefits of GenAI, through the development and deployment of GenAI tools, while balancing the risks of these new technologies.

B. Proposers must notify the State in writing if their solution or service includes, or makes available, any GenAI technology, including GenAI from third parties or subcontractors.

C. The State has developed a GenAI Disclosure & Factsheet to be completed by the Proposer.

Failure to disclose GenAI to the State and submit the GenAI Disclosure & Factsheet will result in disqualification of the Proposer and may void any resulting contract. The State reserves its right to seek any and all relief it may be entitled to as a result of such non-disclosure.

D. Upon receipt of a Proposer GenAI Disclosure & Factsheet, the State reserves the right to incorporate GenAI Special Provisions into the final contract or reject proposals that present unacceptable level of risk to the State.

DO NOT COMPLETE OR SUBMIT WITH YOUR BID!

EXHIBIT A

SCOPE OF WORK

1. Contractor’s Full Business Name (to be completed by the DMV), hereinafter referred to as the Contractor, agrees to provide the Department of Motor Vehicles (DMV) all labor, tools, materials, equipment, and travel necessary to perform consultant services to develop human-centered design practices that include user experience, workflows, and processes in support of the DMV’s modernization journey for the term of this Agreement.

2. The services shall be performed at DMV Headquarters located at 2415 First Avenue, Sacramento, CA 95818 and remotely.

3. Commencement of Work

A. The Contractor shall commence work under this Agreement on the specified start date provided by the DMV Project Manager following the execution of this Agreement by the State. The DMV Project Manager shall provide the Contractor with written notification of the start date prior to the Contractor commencing work under this Agreement.

4. The Contractor shall perform services during normal DMV business hours, Monday through Friday, between 8:00 a.m. and 5:00 p.m. Pacific Time (excluding State holidays), except as specifically agreed to otherwise in writing by the DMV Project Manager.

5. The Project Managers during the term of this Agreement shall be:

Department of Motor Vehicles Contractor Name (TBD)

Name: TBD Name: TBD

Phone: TBD Phone: TBD

Email: TBD Email: TBD

6. The Contract Administrators during the term of this Agreement shall be:

Department of Motor Vehicles Contractor Name (TBD)

Name: Valerie Roybal Name: TBD

Address: 2415 First Avenue, MS: E112 Sacramento, CA 95818

Address: TBD

Phone: (916) 818-2859 Phone: TBD

Email: Valerie.Roybal@dmv.ca.gov Email: TBD

7. In the event of any changes to the name, address, and/or contact information for the Project Managers and/or Contract Administrators/Coordinators identified in this Exhibit, the party making the changes shall notify the other party in writing.

mailto:Valerie.Roybal@dmv.ca.gov

8. Detailed description of work to be performed and duties of all parties:

A. GENERAL

(1). Contractor Responsibilities

a. The Contractor shall designate one (1) lead consultant during the term of this Agreement who shall exercise a major administrative role or major policy consultant role. Lead consultant personnel must have at least years (5) years’ experience working as a lead consultant on projects that are similar in size and scope as the project under this Agreement.

b. The Contractor shall schedule, arrange, facilitate, lead, and conduct all activities such as, but not limited to, progress meetings, working meetings, subject-matter expert coordination, etc., as needed, to complete the required tasks under this Agreement. The Contractor shall include the DMV Project Manager as required.

c. The Contractor shall provide the DMV Project Manager with status updates bi-weekly (every other week) and when requested by the DMV throughout the term of this Agreement. The updates shall consist of, but not be limited to, the following:

1. Detailed summary of work completed during the reporting period, planned work, and overall status of the project.

2. Concerns, risks, issues, or impacts regarding the overall project.

3. Percentage of project completion.

4. Answers to project related questions presented/raised during previous meetings or previously submitted by the DMV Project Manager.

d. The Contractor shall provide electronic copies of all materials designed, produced, and utilized in support of the tasks in this Agreement. The Contractor must keep all soft and hardcopy data and information confidential. All materials and data shall become the property of the DMV. All confidential documents must be stored at the DMV.