Appendix 5 - Revision 2.pdf

Functional Requirements: SCDMV Blueprint

Appendix #:

Subject:

Functional Requirements: SCDMV Blueprint

Appendix 05 - Blueprint Revision 2 Page 1 of 30

Overview Introduction System Foundation Systems Base Systems Business Systems

See Appendix 15 for a complete list of all abbreviations and acronyms.

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Overview

The Contractor is responsible for implementing the functionality and modularity described in the SCDMV Future System Blueprint.

As part of representing the full set of modernized System requirements for the SCDMV, the Blueprint acts as a conceptual depiction, description, and decomposition of the future modernized System and components. It defines the overall scope of this improvement project and the functions and operations it will address. It is also a logical grouping of system and functions that need to be addressed in the Contractor’s proposed solution.

The Blueprint describes common reusable components that can be used to implement sets of business processes for the SCDMV. The Blueprint has been broken down into three main layers of reusable components: Business, Base, and Foundation.

1. The Business layer consists of the core functional processes specific to the SCDMV’s services/lines of business (i.e., Driver Services, Vehicle Services, Driver Compliance, and Business Licensing) as well as integrated financial services necessary to process the payment streams for each of the lines of business.

2. The Base layer consists of components that are common across various business processes, i.e., the common functionality which most business areas require.

3. The Foundation layer consists of the technologies and tools that will allow the SCDMV to build Base and Business components in a common and consistent fashion.

The Blueprint defines the system boundary and begins to partition the future, modernized system. This document provides a description of conceptual system that represents the future system architecture for the SCDMV modernized System. This future system architecture will serve as the basis for SCDMV modernized System and the next generation of SCDMV’s business processes and services.

The Blueprint is a tool for describing requirements. It is not intended to mandate a specific architectural solution. The Contractor’s solution shall address all the “In Scope of RFP” requirements but may do so in a modular approach that is different than the one described by the blueprint.

Components in the Blueprint identified as "Preferred" may be proposed by the Contractor. However, the SCDMV reserves the right to acquire and implement optional components from another vendor. The Contractor will still be responsible for integration with “Preferred” components as required to satisfy the “In Scope” requirements of this RFP.

Components in the Blueprint identified as “Out-of-Scope” are not required to be proposed by the Contractor. The Contractor shall integrate with the “Out-of-Scope” components.

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Introduction

This Blueprint describes a modern, modular system that provides many benefits:

1. It incorporates flexibility to use both non-custom, commercial software products with custom software to support SCDMV-unique functionality.

2. It is flexible to meet future needs while remaining within currency and compliance with industry standards, laws, and regulations.

3. It creates enterprise-wide capabilities.

4. It allows modules to be upgraded individually.

5. It can be built incrementally.

6. It is a tool to communicate the overall architectural approach to various stakeholders and partners.

7. It can be used to describe dependencies between various systems.

The SCDMV will continue using and evolving/enhancing this Blueprint document into the future as needed to support changing business needs.

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System

The following diagram depicts an overall architecture and approach for implementing the SCDMV System.

In the following sections, descriptions are provided for the systems.

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Foundation Systems

Foundation systems are typically commercial off-the-shelf solutions that are used to develop operational functionality. Individually they are more “tools” and “building blocks” than “functions”.

4.1 Electronic Correspondence Exchange

The contractor shall provide these capabilities in order to modernize the existing electronic exchange of correspondence as SCDMV moves towards modernizing their system:

1. Multiple Electronic Modes – Support multiple electronic modes such as the use of email, upload/download of documents and images, Short Message/Messaging Service (SMS Text), and electronic fax as well as storing results of the electronic transmissions and the document in the system’s records for audit and customer support.

2. Sending and Tracking – Support the sending of the electronic correspondence to recipients and tracking that the transmission was successfully completed. The results of the transmission and the correspondence sent shall be stored as system’s records for audit and customer support.

3. Receipt and Routing– Collect the messages and documents received electronically and match them to the proper transaction or customer records and trigger any processing steps which may be required.

4. Encryption – Provide ability to encrypt data when the data is sent over electronic media, such as, email.

5. Intelligent Letter Generator – Provide an ability to generate messages that are tailored to the personalized need of a specific customer to include multiple events in a singular letter (a single correspondence containing all information arising from a single incident), current, and prior outstanding suspension requirements.

6. Title VI Compliant – Provide an ability to generate letters in multiple languages.

7. Security – Ensure that the correspondence is secure, and customer data is not unnecessarily exposed outside of SCDMV beyond the intended recipient.

The contractor shall migrate and convert the existing legacy correspondence for use and maintenance in the new Electronic Correspondence Exchange.

4.2 Electronic Forms (E-Forms)

Most, if not all, SCDMV transactions are conducted with a required amount of data that is collected by a “form”. The Electronic Forms system shall allow SCDMV to operate in an online and paperless world and shall provide following capabilities:

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1. Intuitive and Support Data Collection – Support electronic smart forms with instructions for customers that collect and validate data and facilitate the transfer of the form data to the system for a transaction.

2. Electronic Submission – Support the forms to be completed electronically and submitted to the system to start or complete a transaction.

3. Offline Use – Support collection of data when customer is not online but can submit data or be electronically sent later.

4. Adaptive Content – Provide an ability to adjust the appearance of fields to show relevant fields as data is collected and selections are made.

5. ADA Compliance – Provide a capability to make all forms to be ADA and Section 508 compliant.

6. Title VI Compliant – Provide an ability to generate forms in multiple languages.

7. Printable – Support printing of the form by user for manual submission via mail or in-person.

8. Barcoded Encoding of Data – Generate a barcode / QR code with captured data for quick scanning and processing.

4.3 Electronic Signature

The capture of electronic and digital signature as part of the customer transaction is important to ensure that the authorized signatory has approved the transaction to be performed for them or on their behalf. The system shall provide the capability to capture the electronic signature which can be through an external device attached to the SCDMV agent’s workstation.

The system shall also provide the capability to capture the electronic and digital signature using a third-party software that the customer may use to authenticate their signature, such as, DocuSign.

The system shall provide support for electronic signatures, which is important for many document types to be handled completely electronically meeting NIST IAL level 2/AAMVA standards.

4.4 Document Composition

The SCDMV business processes generate significant number of documents and notices that are used for both counter service (at an office), customer self-service, and batch transactions. These document composition requests include many legal documents such as Vehicle Titles, Registrations, License Records, and notifications. The Document Composition system shall support the following functionality:

1. Common Infrastructure – Provide a common infrastructure for designing, generating, and printing documents at all locations and provide support to merge document design and layout with appropriate document data to produce finished

Appendix 05 - Blueprint Revision 2 Page 7 of 30 documents, including “Certified True Copy” watermark on duplicate/subsequent printed documents.

2. Design Tools – Allow documents to be designed and created consistent with modern word processors.

3. Templates – Support creation of templates used by SCDMV Employees/authorized agents that can ensure consistent design across many documents and notices.

Provide a library function to organize different types of templates for different business areas.

4. Data Integration – Integrate with databases and dictionaries so that designers can merge document content with production level data.

5. Batch and On Demand – Support large numbers of documents and notices for batch production as well as individual document production for transactions including legal documents and notices.

6. Multiple Output Formats – Manage the layout, consistency, and production of documents to multiple media including paper, PDF, HTML, email, SMS Text, fax / eFax and other which may be available in future.

7. Versioning – Provide a capability for a document template to be versioned over time and allow for starting and ending dates for a version.

4.5 Reporting and Analysis

The system shall be built around a common data model and database infrastructure.

This consistency allows the SCDMV to utilize a common set of tools for reporting and analysis. These tools shall support at a minimum:

1. Standard Reporting – Provide a capability to meet the regular needs of agency and business area operations and for reports to automatically run and be distributed on a predetermined schedule. The tools shall allow these reports to be developed using primarily graphical means and scheduled to process automatically.

2. Ad-hoc Report – Provides a capability to meet special purpose needs. The system shall allow analysts the capability to copy logic and designs from other reports to create new ones.

3. Analysis – Provide a capability for analytical “number crunching” and performing unique calculations. Allow the data to be manipulated by the reporting tools and available for extract into desktop tools such as an MS-Excel.

4. Data Dictionary – A comprehensive data dictionary shall be available that allows analysts capability to quickly understand and use the data that is in the system.

5. Report Library – Provide the reporting and analysis tools for documenting the library of reports, their purpose and current usage.

6. Scheduler and Distribution – Provide an ability for scheduling reports and storing, managing, and distributing completed reports electronically.

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7. Audit Reports and Analytics – Provide an ability to track operations and resources and identify concerns and compliance (i.e., track operations down to the individual performing the processing).

Refer to Appendix 7 – Functional Requirements Common Functions for reporting requirements in-scope for the system.

4.6 Interface Management

The system will exchange data with other computer systems including other state agencies, the federal government, private businesses, and business partners. The interface management system shall provide the following capabilities:

1. Real time Interfaces – Implement real-time interfaces with external agencies and partners, whenever possible. These real-time interfaces require a way to fetch SCDMV data, transform it to the target system’s requirements, and then submit it using the appropriate protocol. The same system shall be able to handle in-bound, real-time data requests.

2. Multiple Interface Types – Support data exchange with a variety of other computer systems and partners including support for flat file transfer using SFTP, XML, web services and other interface approaches.

3. Scheduling and On Demand Exchanges – Support the capability for data to be formatted and loaded or extracted on a variety of schedules working with data that may arrive or be requested in varying volumes.

4. ETL – Include an interface and ETL (data Extraction Transformation and Load) functionality that transforms data.

5. Data Transfer – Ability for the business area to turn-on and turn-off the capability without the need for IT intervention.

6. Data Dictionary – Provide a data dictionary that is used to support the definition of the fields and tables in the data model.

7. Consistency – Allow external and internal interfaces to be automated and implemented in a consistent manner.

8. Validation – The system shall ensure that any incoming data feeds are validated and that only valid transaction data is accepted and processed. Invalid data shall be rejected back to the sender.

9. Logging of Data Exchange – The system shall record who sent the data, when it was sent, and what information was transmitted out of the agency.

Refer to Appendix 14 – SCDMV System Interface Requirements.

4.7 Workflow Management

Many SCDMV business transactions require multiple SCDMV employee/authorized agents across multiple areas to work in a sequence of steps and the ability to work simultaneously. These steps are predefined and shall be followed consistently across

Appendix 05 - Blueprint Revision 2 Page 9 of 30 the organization. The workflow management system shall be capable of defining and implementing extended business processes and shall support the following capabilities:

1. Flow of Transaction Work – Support multiple SCDMV employee/authorized agents across multiple areas to work in a sequence of predefined steps that are consistently followed.

2. Routing and Notification – Define and implement extended business processes by automatically routing the work to SCDMV employee/authorized agents and notifying them about the work task that needs to be performed. Work tasks shall include manual processes and automated tasks.

3. Work Distribution – Include an ability to automatically and manually distribute to SCDMV employees//authorized agents based on their changing availability to support the steps. Also includes an ability for the SCDMV employees/authorized agents to select work from their assigned work queues.

4. Tracking and Status Information – Provide tracking information to the customer and business unit which will keep them updated regarding their transaction status and reduce customer calls to the call support center.

5. Workflow Editor – Provide a capability to edit the existing workflow without IT involvement.

6. Triggering a Workflow – Support the ability to trigger a workflow in an external workflow engine (provided by another vendor or an interface), including passing data and content, along with ability to allow an external workflow to trigger the system workflow, including passing data and content. For example: sending on-demand plate printing to a print vendor and receiving notification when the plate is shipped.

7. Work-In-Progress – Provide an ability to initiate, pause, and reroute work as required.

8. Expedited Workflows – Provide an ability to push the work to expedited queues so that the priority items can be expedited.

9. Skill Set Based Assignment – Ability to distribute, escalate, and redistribute the work in an automated manner to the SCDMV employee depending on their skill set and availability.

10. Reporting and Analytics – Track all the workflow related employee performance and metrics.

Additional workflow requirements listed in Appendix 07, functional requirements Common Functions document.

4.8 Business Rules Manager

The overall operation of the SCDMV and the process by which the system performs calculations and enforces business rules is significantly complex and subject to continual change. Changes can be caused by new legislation, new security requirements, Appendix 05 - Blueprint Revision 2 Page 10 of 30 operational improvements, and the addition of new services. To accommodate these needs of SCDMV the system must provide the following capabilities:

1. Unified Approach – Provide a unified approach to consolidate and manage the business rules so that they are well documented and consistently applied in the system.

2. Executes Rules – Provide an ability to perform simple and complex calculations, enforce complex business rules, and provide results.

3. Change and Manage Rules – Provide a facility to change business rules and calculations in a manner that is fast, efficient and minimizes system reprogramming (i.e., fees due, requirements to restore privileges).

4. Variety of Rule Types – Support look-up tables, calculation, if-then logic, and other frameworks of rules.

5. Support for all System – Allow the SCDMV employees/authorized agents to manage the logic of business rules, calculations, and fees that is accessible to all SCDMV system so that multiple systems can access them, and they remain consistent.

4.9 Access Control

The system shall provide the following functionality to support a broad range of users in the system:

1. All User Categories – Support a variety of users including SCDMV employees\authorized agents and management as well as other state agencies, the public, and business partners (members with some form of access to the system or a limited number of systems).

2. Role Management – Provide a complete management of roles within the system such as creation, update, deletion, as well as administration of roles.

3. Role Based – Provide an ability to define access privileges based on user’s role and responsibilities.

4. Account Management – Provide authorized SCDMV employees\authorized agents the capability to manage the unique identity and authentication information of each user and assign role privileges.

5. History – Track history of usage, changes, and other information.

6. Integration – Provide support for multiple systems and software packages and integrates with other directories such as Active Directory.

7. Centralized – Support centralizing security management, single sign-on to access all authorized systems.

4.10 Scanning and Imaging

As part of various transactions, business processes, and workflows, documents are captured and retrieved at a variety of locations within the SCDMV central office and at

Appendix 05 - Blueprint Revision 2 Page 11 of 30 branch offices around the state. The system shall need to support the following functionality:

1. High-Quality Imaging and Scanning – Support a high-quality imaging and scanning capability as some documents and images are maintained for long duration (per the state and federal retention schedule) depending on the type of business transaction needs.

2. Counter Scanning – Provide the capability to scan and return documents presented by customer at the counter locations.

3. High-Speed Scanning – Support high-speed scanning capabilities at the central office and branch offices for bulk scanning of documents, with capability to scan, index, and route to the correct SCDMV employee and customer’s account.

4. OCR Capability – Provide an ability to extract data from document to define metadata and attach the document to the correct customer’s account and transactions.

4.11 Data Quality

Maintaining high data quality is very important to serve the customers accurately and may help to reduce calls and visits to SCDMV office. The system shall implement the following data quality measures but not limited to:

1. Framework for Validation of Data – Provide a framework for validation of data where it uses rules, databases, and lookup tables to enforce the accuracy and quality of data.

2. Supports Data Entry – Provide decoding of data to support transaction processing so that high quality is captured at the time of data entry, such as, address standardization, VIN decoding and verification of data with partner systems.

3. Follow-up Data Quality – Provide tools to review existing data and cleanse or correct the incorrect and nonstandard data.

4.12 Operational Database

The SCDMV’s operational database is an integral component of the system and contains live data that is updated in real-time by performing the business functions. The operational database shall have the following capabilities:

1. Well-Designed – The database shall serve the entire enterprise and implement a relational, normalized, organized design that meets all business area needs and the management of common customer information.

2. Includes Needed Data – The database shall include but not be limited to the customer data, contact information, transaction and financial information, driver license data, vehicle title & registration data, driving compliance data, motor carrier data, business licensing data.

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3. Real Time Updates – Contain live data which is updated in real-time by performing business transactions including data from external partners.

4. Secure – Contain customer-sensitive data that is always protected; this includes protecting the integrity of the data and access to it.

5. Resiliency – Implement appropriate failover, backup, and recovery capabilities.

6. Business Usability – Provide a capability so that the authorized end users can access and understand the system’s available data.

7. Efficient – The implemented database shall provide high performance and availability.

8. Flexible – The implemented database shall have the capability to add, modify, and delete fields in the data model.

The Database shall be loaded with all existing data from the legacy system databases which are being replaced.

4.13 Data Warehouse

The SCDMV needs to collect data and store it in a configuration that allows efficient and easy access to the information. A data warehouse shall enable transaction level information to be summarized and analyzed in an efficient manner without affecting the performance of the operational database and shall support the following capabilities:

1. Reporting & Analysis – Provide a capability for reporting and analysis, including point in time analysis, to find trends, and examine past performances.

2. Easy Access – Collect data and store it in a data store that allows efficient and easy access to the information.

3. Efficient Summarization – Allow transaction level information to be summarized and analyzed in an efficient manner without impacting the performance of the operational database.

4. Cleansed for Accurate Analysis – Ensure that the data quality is maintained so that accurate analysis can be conducted by including appropriate control mechanisms.

5. Longitudinal View – Collect data from historical periods that may originate from different systems.

6. Consolidation – May combine data from multiple sources to create a comprehensive reporting environment to track data from a point in time (e.g. Organ donor participation, electric vehicles, fees for special programs.)

4.14 Document and Image Repository

The Document and Image Repository or Enterprise Content Management (ECM) Repository is a critical element of SCDMV information management. The SCDMV has several fragmented document and image repositories.

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SCDMV employees/authorized agents receive and generate a significant amount of structured and unstructured information across all business operations. There is a need to simplify the retention schedule and simplify the metadata capturing process. This system shall at a minimum include the following capabilities:

1. Business Documents and Images – Support a capability to capture, organize, track, and retrieve a considerable number of documents and images / photos associated with a distinct customer and related business operations.

2. Point of Use Functionality – Support the capability to capture and retrieve at a variety of locations. Support capture of customer photos and quick scanning of documents while the customer is present as some documents may need to be returned after being scanned at source.

3. Versioning – Maintain and provide an ability to track the history and changes of photos and documents over time.

4. Retention – Provide a capability to manage and implement retention schedules for documents and images. Also implement purge criteria per federal, state and agency requirements of SCDMV.

5. Annotation & Editing – Support editing, annotation, redactions, & similar capabilities.

6. Workflow – Support collection, editing, handoff, and tracking of documents to SCDMV employees/authorized agents with different roles and responsibilities.

7. Indexing and Searching – Provide a capability to allow the data to be captured with documents for search, retrieval, and processing.

8. Barcode Processing – Allow barcodes and QR codes to be read and processed to support other functions as per the requirements of each business area of SCDMV.

The legacy system currently manages a large volume of structured data as defined in Appendix 13 – Technical Requirements, section 3.7.2.

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Base Systems

Base Systems provide the core transaction support between the foundation layer and the high-level business systems. This layer contains the infrastructure to enable record level communication access between systems like drivers and vehicles. The actual data resides in the foundation layer.

5.1 Customer Management

5.1.1 Customer Manager

The SCDMV works with individuals and businesses to provide critical services such as identity management, licensing, and vehicle title and registration. All these services are managed and delivered based upon the particular details of the customer. The tracking and results of these services need to be recorded and associated with these customers.

The Customer Manager system shall track all necessary information about customers and provide the following functionality including but not limited to:

1. Capture and Track Customer Information – Support capturing and tracking of core information about individual and business customers to include contact information, financial information, business locations, DBA/Doing Business As, AKAs/Also Known As, and link registered owners and operators as individuals to a business. This system shall also link customer’s records together by their relationship such as “parent/guardian to child” and “employer to employee”, authorized signers for businesses and trust entities (this is not an all-inclusive list), and unlink the records if relationship is not required.

2. Unique Customer Identification – Provide a capability to support for identity verification and processing by use of unique customer number assignment and tracking for each unique business and individual.

3. Consistency in Customer Data – Consistently leverage the same basic functions and services for all customers as applicable including transaction processing, searching and results viewing including history logs.

4. Accessibility – Authorized SCDMV employee/authorized agent primarily access this system, but some functions may be accessed by other system, such as those that would provide self-service functions for customers.

5. CRM/360-degree View of Customer – Provide a 360-degree view of customer to the SCDMV employee to view all their DL/ID, privilege status, vehicles, titles, registration, correspondence, interactions, associated plates, transaction history, upcoming events, and other relevant information.

5.1.2 Customer Interaction

The SCDMV employees/authorized agents spend a considerable amount of time interacting with customers to answer questions, resolve disputes, process applications, Appendix 05 - Blueprint Revision 2 Page 15 of 30 and to conduct business. The Customer Interaction system shall support the following functionality:

1. Track all Interactions – Track all interactions between the customer and the SCDMV across all customer service delivery platforms.

2. Follow-up Actions – Track required follow-up actions resulting from customer interactions, such as triggering the reminder to the customer and/or the SCDMV employee/authorized agent.

3. Viewing of Information – Allow SCDMV employees/authorized agents to view and recall all or a filtered subset of such information to assist them in conducting business and documenting situations.

4. Linking – Link to the other system and identify which interactions are associated with a particular privilege, case, or process as appropriate.

5.2 Identity Management

Identity Management (IdM), also known as identity and access management (IAM or IdAM), is a framework of policies and technologies encompassing the entire lifecycle of a user's identity, from creating an account to managing access levels and deactivating accounts. Identity Management aims to ensure secure and controlled access to SCDMV systems and data.

To support the Identity Management the system should have the following capabilities but not be limited to:

1. Identity Verification – Perform a check confirming whether someone is who they claim to be by checking against documents like government-issued ID cards, driver's license, photo on file, or by using biometric verification methods.

2. Capture Identity Information – Capture all information that will establish a unique identification for a customer or an entity.

3. Capture and Manage Documents – Collect identity documents and stores them in a data store that allows efficient and easy access to the information when required to verify the customer or an entity.

4. Perform Profile Checks – Perform customer or entity profile related checks such as facial recognition, background checks, as necessary.

5. Support Self-Managed Account – Provide a capability for the customer or an entity to create a self-managed account with the SCDMV.

6. Scalable – Shall be scalable to commensurate to access required (i.e., transactional base).

If the Contractor does not have Identity Management as described above included in their solution, then they must integrate an SCDMV-approved solution to provide Identity Management functionality as part of their proposed solution.

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5.3 Case Management

Through the course of conducting business, SCDMV employees/authorized agents open and resolve a significant number of cases for various reasons and situations. This system shall support the following functionality but not be limited to:

1. Multiple Case Type – Support and manage cases of different types such as cases for multi-step transactions (e.g., vehicle title, business license), compliance related issues, complaints, disputes, violations, and other situations.

2. Complete Case Lifecycle – Manage a complete lifecycle of a case from creation to its resolution. The case management process may include collection of documents, tracking of all interactions, status and progress made in the case, restarting cases at earlier or later states, issuance of orders, and other actions involving a customer and their privileges.

3. Tracking and Linking Cases – Manage and provide a capability to seamlessly work with the customer management capabilities to track communications and link cases to customers.

4. Trigger a Workflow – Provide a capability to integrate with the workflow management to support handoff to and from one case manager to another.

5.4 Web-Based Portal

5.4.1 Customer Portal

The Web-Based Portal is a facility that provides a broad range of services to customers via the SCDMV website/portal. These transactions can be for customers and business partners.

The Web-Based Portal shall have the following capabilities for the customers:

1. Identify Customer – Allow the customer and business to identify themselves, using an identity verification method to securely monitor and follow all changes made.

2. Self-Service Transactions – Allow customers to perform self-service transactions such as initiate a title application, renew their vehicle registration, apply for licenses, submit documents, check status, and make payments. The system shall provide intuitive help while the customer is performing self-service transaction.

3. Manage Customer Profile – Provide customers the ability to create and update information on their account, such as, addresses, contact information, communication preferences, pin/password.

4. View Real-time Information – Provide customers the ability to check the status on their customer record, vehicle registration, plates requested or applied for, payments processed, and plates and decals expiration dates.

5. Download or Upload Documents – Provide an ability to upload and download applications and other forms or documents required to process the application.

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6. Query Information – Provide a real-time status query on businesses regulated by the SCDMV.

7. Communication – Provide the ability for customer to send and receive a communication in their account from the SCDMV.

8. Tracking Visits – Track all queries and access to the system and fulfill requests electronically where possible.

9. Validating Entered Data – Provide capability to validate that the data is accurately entered prior to proceeding to next step.

5.4.2 Member Portal

The Web-Based Portal for members shall have the following capabilities:

1. Establish Member Identity – Establish a member identity by providing them with a valid login credential and verification to be a member using methods such as two or multi-factor authentication, use of PIN/password or other forms of identity verification that may be available in the future.

2. Communication – Provide the ability for members to send and receive a communication in their account from the SCDMV.

3. Member Services Transactions & Queries – Provide members with a secure portal to identify authorized users, conduct queries, track query usage, and submit payment for services.

4. Submit Customer Transaction – Provide members an ability to submit transactions on other customers who performed transactions with them, such as driver training schools submitting student training data.

5. View and Register for Education – Provide members with an ability to see a calendar of available education courses and register for a specific course as well as modify any existing registration.

5.4.3 Customer Supported Web Transactions

Currently supported web transactions include the following:

1. Driver Services:

a. Request Duplicate CDL, CDL BP (“commercial learner’s permit”), Driver’s

License, Beginner’s Permit, or ID card and make payments.

b. Request Driver Record Points Summary.

c. Obtain Official Certified Driver Record for a fee.

d. Check Medical Certificate Status for CDL.

e. Pay Reinstatement Fees.

f. Verify Payment Plan Eligibility.

g. REAL ID Document Check.

h. Renewal of Driver License, Beginner Permit, or ID Card Renewal and make payments.

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2. Vehicle Services

a. Renewal of Vehicle Registration and make payments.

b. Obtain a Duplicate Registration Certificate for a fee.

c. Exchange a plate for a new plate design for a fee.

d. Request Replacement for a Lost, Stolen, or Damaged Plate for a fee.

e. Request EZ Online Duplicate Title for a fee.

f. Request Replacement for a Lost or Stolen Decal for a fee.

g. Turn In Plate.

3. Renew Permanent Disabled Placard for a fee

4. Additional web transactions are performed for Motor Carrier

5. International Registration Plan (IRP)

a. Change USDOT # (Registrant to Carrier)

b. Change USDOT # (Registrant to Registrant)

c. Change Weight (All Jurisdictions)

d. Change Weight (Per Jurisdictions)

e. Add Vehicle

f. Add w/Plate Transfer

g. Delete Vehicle

h. Change Cab Card

i. Replace Cab Card

j. IRP Renewal

k. Replace Plate

l. Fleet to Fleet Transfer

m. Setup New Account

6. Dealer Services

a. File a Dealer Complaint

b. View Dealer License Information

7. General Services

a. Change Address on Customer’s Record.

b. Update Emergency Contact.

8. International Fuel Tax Agreement (IFTA)

a. Add Decal

b. Update Fleet (Email, Phone Number)

c. IFTA Renewal

d. IFTA Tax Return File/Amend

e. Replace Decal

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9. Intrastate Commercial Vehicles not in IRP program

a. Delete Vehicle

b. New Account

c. Replace Plate

d. Replace Registration

SCDMV desires a system that can implement all transactions on the web for individuals, businesses, and business partners.

Some customer transactions include the capability to initiate or modify a voter application and register as an organ, eye, and tissue donor.

5.5 Customer Information Center (Website) (Out-of-Scope)

The Modernized System shall interface to the SCDMV’s existing customer information center, the SCDMV website.

5.6 Self-Service Terminal

The SCDMV customers use self-service terminals to perform some frequent transactions such as renewal of registration, duplicate registration, replacement decal, and make payment for these transactions. SCDMV is a proponent of customers using the self-service terminal services to reduce the wait time at the counter and improve customer service. Self-Service Terminal system shall interact with the SCDMV Operational Database and Point of Sale system and shall provide the following capabilities:

1. Self-Service Terminal Transactions – Provide an ability for some customer-facing and high-volume transactions, which do not need an employee to be present, to be performed using self-service terminal including payments.

2. Real time Interaction with SCDMV – Provide a real time interaction with SCDMV system to send and receive data when the customer is performing a transaction using a self-service terminal.

3. Tracking and Collection of Money – Collect and track money by interacting with SCDMV system when the customer is performing a transaction using a self-service terminal.

The system shall support the current and the future self-service terminal transactions.

The system shall also integrate with third-party self-service terminals outside of SCDMV branch offices.

5.7 Call Center Management (Out-of-Scope)

The Modernized System shall interface to the SCDMV’s existing and future call center management system.

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5.8 Digital Access

This system is responsible for providing a framework and/or platform to develop applications to run on mobile devices for customers of the SCDMV. At minimum, the system must be able to interface with external framework and/or platform. Usually, this system will provide both technical and functional capabilities. Technical capabilities include addressing various form factors of mobile devices and scaling the user interface, APIs to interface with various mobile device capabilities, etc. The functional capability to support the mobile app that complements the web site and provides a wide range of functions shall include, but not be limited to:

1. General Information,

2. General Assistance,

3. SCDMV Notifications,

4. Check Driver/Owner Status Information,

5. Upload Information to SCDMV,

6. Perform Transactions including all currently available online,

7. Electronic Title.

8. Digital Wallet including maintaining and verifying the identity information (DL/ID), maintaining and verifying the vehicle ownership and registration information, securely facilitating a vehicle ownership transfer, Mobile DL/ID, Digital Tag.

5.9 Appointment Scheduling and Queuing

The SCDMV requires an enterprise-wide appointment management capability to schedule an appointment with the SCDMV employees/authorized agents at branch office or HQ locations for various services such as skills test, submit documentation, conducting some complex transactions and so on. The appointment management system shall support the following capabilities but not be limited to:

1. Appointment Attributes – Define and manage appointment attributes for different types of appointments, standard appointment length, what days and timeframes are available for appointments.

2. Check Eligibility – Ensure applicant has held a permit or other prerequisites, the required amount of time and ensure international customers are scheduling at an office that accepts international applications.

3. Appointment Times – Provide visibility for the appointment times where customer can view and schedule an appointment and allows available appointment times to be easily changed and updated.

4. Update Appointment – Provide an ability to cancel, reschedule and automatically notify an appointment via portal or by calling an employee.

5. Confirmation/Cancellations – Send confirmation, cancellations, and reminders for appointments through a variety of different channels.

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6. Interface with Mobile Devices – Provide an ability to interface with mobile device such as CDL tablets to send the appointment information.

5.10 Scheduling Management

The SCDMV requires an enterprise-wide scheduling management capability to support the scheduling of various audits, inspections, exams, tests, and other business critical scheduling needs. The scheduling management system shall support the following capabilities but not be limited to:

1. Customer Sorting – Allow sorting customers by the type of work needed.

2. Workload Management – Manage workload by offering views of work queues, track

SCDMV employees/authorized agent’s productivity, and identifies and automatically alerts management to potential customer issues (i.e., same ticket at a counter for long period of time) that might need supervisor assistance.

3. Customer Convenience – Support online functions to get a queuing ticket at home and scan it upon arrival to enter the queue for processing.

4. Display Customer Queue – Support the display of customer queue number by interfacing to another vendor supported display and paging system.

5. Real time Wait Times – Display Customer Wait Times to Public at a specific or selected offices locations, and using their phone, at SCDMV website.

6. Self-Check-in – Allow the customer to perform a self-check-in via mobile devices when within the vicinity of the SCDMV office or at in-office self-service terminal to put themselves in the queue.

5.11 Knowledge and Skills Test (Preferred)

5.11.1 Knowledge Test

The SCDMV conducts a knowledge test with the potential licensee prior to granting a permit or license. The knowledge test is a computer-based automated test with the option of written paper test. This system should allow the capability needed to support the knowledge testing for issuance of all the driving privileges. The Knowledge Test should support the following capabilities but not be limited to:

1. Provide knowledge testing for every applicable driving privilege,

2. Provide multi-language support,

3. Schedule and manage tests,

4. Support third party service providers, driving schools, and public schools to conduct testing on behalf of the SCDMV,

5. Support other testing delivery methods, such as an audio-only option.

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5.11.2 Skills Test

The SCDMV conducts skills testing of potential licensees after they have completed the knowledge test requirement. The skills test may also be conducted for the customer when they need to be tested as part of a medical requirement to ensure safe operation of a vehicle. Skills tests are typically conducted by SCDMV examiners. The skills testing system allows the testing process to be outsourced or delegated to third party service providers, driving schools, and public schools as appropriate. This system shall allow the capability needed to support the skills testing for issuance of all driving privileges. The Skills Test should support the following capabilities but not be limited to:

1. Support skills testing for applicable driving privileges,

2. Allow the test instructor to schedule, conduct, electronically score, and submit test results,

3. Virtual road tests,

4. Support third party service providers, driving schools, and public schools to conduct testing on the SCDMV's behalf,

5. Support other testing delivery methods.

Random Recall – For skills tests performed and passed by third parties, the system should have a capability to set randomization of test retakes.

5.12 Vehicle Management

The SCDMV manages information for motor vehicles including automobiles, trucks, and other vehicle types. This system shall have capability to support the following functionality but not be limited to:

1. Vehicle Ownership – Establish and track the vehicle ownership by issuing and managing titles certifying ownership including support for lien management.

2. Registration – Registration that is issued as a proof for each vehicle that the customers have paid due taxes and fees on and has been issued license plates for display on the vehicle while being operated on public roads.

3. Vehicle Information – Provide accurate and complete tracking of vehicle information so that transactions may be consistently processed.

4. Vehicle Lifecycle History – Maintain and display “cradle to grave” (and beyond) tracking of the life of a vehicle over multiple owners, titles/ownership changes, liens, and registrations, including electronic titles.

5. Integrate with Partner Systems – Support integration with partner systems such as IRP, IFTA and UCR for shared data.

6. Initiate Interface Checks – Provide an ability to trigger various interface checks such as NMVTIS for title, NLETS/NCIC check for stolen vehicles etc.

The system shall include a Vehicle Management system that tracks this information and links it to the relevant entities/owners/operators in the Customer Management system.

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5.13 Insurance Compliance (Preferred)

Insurance reporting and compliance verification is currently provided by a third-party vendor system (currently, ALIR system from MV Solutions Inc.). The system is expected to interface with the third-party vendor system to verify all insurance information in real time. The system should have to provide the following functional capabilities but not be limited to:

1. Receiving Cancellations – Provide an ability to receive and track the cancellations and enrollments of liability insurance from insurance companies through the ALIR system to be processed.

2. Processing Cancellations – Provide a capability to process the cancellations and enrollments of the liability insurance and generate appropriate notifications.

3. Financial Responsibility – Track the financial responsibility requirements for eligible drivers and provide an ability to process the Safety Responsibility forms SR-22 and

SR-26.

4. Uninsured Motorist – Track the claims related to uninsured motorist and related infractions.

5. Verification of Insurance Compliance – Verify the insurance compliance to remove insurance related infractions.

The system should have the capability to extend verification of insurance information to out-of-state vehicles and commercial vehicles, including verification of business insurance and surety bonds, as necessary.

5.14 Business Inspection Management

The SCDMV conducts a significant number of inspections in support of many of the business licenses that are granted. The system shall include, but not be limited to, the following functions to support the business inspections:

1. Business Inspection Types – Manage the inspection types and requirements of the types of inspections offered and their requirements which may include SCDMV employees/authorized agents’ knowledge, equipment inspections, proper notifications, and SCDMV employees/authorized agents that are authorized to create, conduct, and approve an inspection.

2. Inspection Process and Follow-up – Manage inspection process and follow-up to allow SCDMV employees/authorized agents to create an inspection file, update it, upload it remotely, and manage the process to completion.

3. Inspection Management – Provide an ability to manage inspections and record findings of the inspections by assigning an inspector.

4. Inspection History – Provide a history of all inspections conducted on a business.

5. Automated Alert – Provide a capability to automatically alert to conduct an inspection if due or triggered by customer violation.

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5.15 Inventory Management

The SCDMV maintains a significant amount of inventory stock. Some stock is serialized and considered controlled items because of its intrinsic “street value.” The Inventory Management system shall support, but not be limited to, the following functionality.

1. Inventory Distributions – Manage and track the distribution of serialized stock.

2. Inventory Levels – Track stock levels at all locations and support replenishment of inventory as per the rules set for replenishment with an ability to auto-replenish the selected inventory locations.

3. Shipments of Inventory – Manage the shipments of all controlled and non-controlled items.

4. Complete Inventory Management – Provide an ability to complete inventory management functions, including the ability to track and trend usage of stock, transfer items from one location to another, allocate stock, reconcile physical stock counts, and replenish or otherwise adjust stock levels.

5. On-Demand Inventory Request – Support on-demand inventory request for all plate types including the specialty and personalized plates, and other special use plates and decals.

6. Reconciliation – Support an ability to reconcile inventory from various vendor locations.

7. Fraud Alerts – Provide a capability to generate fraud alerts for…