Appendix 7 - Revision 1.pdf

Functional Requirements: SCDMV Common Functions

Appendix #:

Subject:

Functional Requirements: SCDMV Common Functions

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1 Overview 2 Customer Relationship Management (CRM) – DMV View (“SCDMV 360”) 3 Customer Portal Account Access / Management – Customer View (“My DRIVE”) 10 4 Identity Verification and Access Management 5 Customer Communication and Correspondence 6 Appointment, Scheduling, and Queuing Management 7 Inventory Management of Customer Products 8 Insurance Verification and Reporting 9 Quality Assurance 10 Auditing 11 Investigation 12 Fraud Detection and Remediation 13 Customer Product Request (Customer Records) 14 Covert, Confidential and Undercover 15 Renewal Notification 16 Payment Processing 17 Document / Image Capture, Storage & Retrieval 18 Workflow Processing 19 Reporting Requirements 20 Correspondence Requirements

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

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1.0 Overview

The System shall support these common functions and services which are used by more than one business area. These include:

1. Customer Relationship Management – DMV View (“SCDMV 360”) - Provides 360-degree view of the customer to the SCDMV along with ability to manage the customer.

2. Customer Portal Account Access / Management Customer View – Provides self-service capabilities to the customer.

3. Identity Verification and Access Management – Provides an ability to maintain and manage the customer’s identity and define an access level to allow or limit the type of transactions performed.

4. Customer Communication and Correspondence – Provides an ability to track all contact details of the customer, and communication and correspondence between the customer and the SCDMV employee/Authorized agent.

5. Appointment, Scheduling, and Queuing Management – Provides a capability to schedule and manage appointments at SCDMV using multiple channels to provide a better customer experience.

6. Inventory Management of Customer Products – Provides an ability to manage inventory as part of a customer transaction, and control inventory levels at the central issuance location, branch offices, and other potential issuance locations.

7. Insurance Verification and Reporting – Provides an ability to interact with the insurance verification vendor system to verify the insurance and manage insurance compliance for the customer and their vehicles.

8. Quality Assurance – Provides an ability to review and perform quality check on the worked performed by the employee.

9. Auditing – Provides an auditing capability to support audit management for all transactions including those generated by third parties. Additional auditing functionality requirements are listed in appendices 10 and 12.

10. Investigation – Provides a capability to support investigation-related functionality.

11. Fraud Detection and Remediation – Provides a capability to facilitate, and track fraud and investigations of fraud related issues reported by the business areas and those that are identified by the system. Also, provide a capability to record and track customer complaints and other issues that are brought to the SCDMV’s attention from internal or external sources.

12. Customer Product Request (Customer Records) – Provides a capability to track all the record requests, there fulfillment and payment related to the record request, as necessary.

13. Covert, Confidential and Undercover – Provides a capability to manage the covert, confidential and undercover functionality.

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14. Renewal Notification – Provides a capability to generate the renewal notification for the products and services that are up for renewal per the preference provided by the customer.

15. Payment Processing – Provides an ability to collect and process payments across the

SCDMV.

16. Document / Image Capture, Storage & Retrieval – Provides a capability for storage and retrieval for all documents and images received at the SCDMV per the internal and external agency’s needs.

17. Workflow Processing – Provides a capability to define and manage all various aspects of workflow processing.

18. Reporting Requirements – Meets the reporting needs of the agency as defined.

19. Correspondence Requirements – Meets the correspondence needs of the agency as defined.

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2.0 Customer Relationship Management (CRM) – DMV View

(“SCDMV 360”)

2.1 Overview

The SCDMV is seeking an intuitive full customer relationship management capability where the agent will be able to create, manage, and track everything related to the customer in one location.

The System shall have the capability to present a complete “360-view” of the customer where the SCDMV employee or authorized agent can view everything related to the customer. The system shall support the customer relationship management-related functionality as listed below.

2.2 Process Descriptions

2.2.1 Search Customer

In this process, the SCDMV employee or authorized agent will be able to search for a customer, vehicle owner, business, or business owner using one or more parameters. If the search results exceed a certain threshold, then the system will prompt them to refine the search criteria. The partial list of search parameters to search for a customer is listed below, with an ability to provide a full list in business rules:

1. Customer Attributes

2. Business Attributes

3. Previous Interactions with the SCDMV (phone/email/customer portal message)

4. Previous Transactions Additionally, the system will identify if there are multiple customers with the same address.

2.2.2 Create New Customer

In this process, a new customer is created in the system if the customer does not exist.

After the SCDMV employee/Authorized agent enters the customer data, the system will perform a search for any matching customer with a matching criterion (such as same SSN, DOB, first name, address) and show potential matching customers with the customer data entered. The system will provide an option to select from the displayed matching customers or an option to override and create a new customer, if the SCDMV employee/Authorized agent verifies that the customer is indeed a new customer to

SCDMV.

The types of customers will be classified as below with an ability to provide full type listing:

1. Individual

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2. Business

3. Government

4. Trust

5. Tribe

6. Payor – Person making payment for an item, product, or service rendered to

SCDMV.

The business customer will be further classified as below with an ability to provide full subtype listing:

1. Dealer

2. Driver Training school

3. Motor carrier

4. Employer

5. Data customer

6. Third Party Tester

7. Lienholder

8. EVR

The government customer will be further classified as below with an ability to provide full subtype listing:

1. Federal Government

2. State Government

3. County Government

4. Municipal Government

5. City Government

6. Law Enforcement As part of the creation of a new customer, a new unique identification number is assigned to the customer.

Additional relationships between customers may be defined, such as parent of a minor customer, etc.

2.2.3 Maintain Customer Record

In this process, the customer record is updated or corrected. This update or correction may be initiated by:

1. Customer

2. SCDMV employee/Authorized agent

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Depending on the corrected data, an update or correction to the customer record may result in changing or re-issuing the products to the customer.

The customer may need to provide some documentation for some updates and corrections. The customer may be able to send these documents electronically.

As part of customer maintenance, the SCDMV employee/Authorized agent may be able to add, update, or delete the following information:

1. Flags, blocks, or stops which may prevent the customer from performing specific or all transactions

2. Alerts

3. Notes

4. Demographics

5. Indicators such as Veteran and Organ Donor

6. Status updates such as “deceased” which may trigger other processes, such as cancelation of certain products and services and notices to the customer’s contacts

7. Designations such as, Power of Attorney, In Lieu of, c/o The customer may be able to perform updates to some of the information, such as adding a designate, which may need to be approved by an authorized SCDMV employee/Authorized agent to finalize the change.

2.2.4 Capture Customer Demographic Attributes

In this process, the customer demographic information is captured. The demographic information may depend on the type of service and product being requested. For example:

1. For DL/ID customer – Date of Birth, Height, Weight, SSN, etc.

2. For Vehicle owner – County where the vehicle will reside/housed, etc.

3. For Business customer – FEIN, officers, etc.

Demographic information will include contact information such as:

1. Addresses – residential or business, mailing, temporary mailing

2. Email

3. Phone

4. Website

Contact Preference – The SCDMV employee/Authorized agent will be able to capture the preferred mode of contacting the customer.

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The customer demographic information may be captured separately or when the customer is newly created, depending on the need of the business process.

Captured demographic information will be verified using available systems and interfaces. For example, addresses will be verified using address verification software and SSN will be verified with the SSOLV/AAMVA interface.

2.2.5 View Customer

In this process or transaction, the customer information will be displayed to the SCDMV employee/Authorized agent.

The customer information display/screen will be a “360-degree” view of the customer, and the information displayed will be a complete profile of the customer which will include, but not limited be to:

1. Name and name change history

2. Customer Interactions (such as office visits and phone call interactions)

3. Queueing and Appointment (history and future)

4. Customer Photos

5. Addresses and address change history

6. Transaction Suggestions

7. Aliases, AKAs, DBA,

8. Linked customer records

9. Driving credential along with status

10. List of violations, privilege withdrawal history

11. Stops, blocks, exceptions, and exemptions

12. Vehicles owned and registered, lien information

13. Other licenses issued, such as dealer, third party tester

14. All correspondence sent and received as it related to this customer

15. Contact information including preferred communications mode including history

16. Pending Refunds, that is, money is due to the customer.

Role Specific – The customer information display/screen will be different depending on the access level assigned to the SCDMV employee/Authorized agent who is inquiring the customer record. High profile customers will have their information restricted so only users with certain roles can view their information or have a passcode that is entered only by authorized personnel to access a high-profile customer’s record.

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Not all users will have the capability to view the entire customer profile. An authorized SCDMV employee/Authorized agent may be able to view the complete customer profile, and some may be restricted to the transactions they are authorized to perform. For example, the county office staff and dealers may be restricted to view only limited customer demographic information such as name, address, DL, partial SSN, DOB, and vehicle info, but they may not be able to view all interactions between the SCDMV and the customer, or the customer’s driver record.

Customer View – The customers may have some information hidden or not visible to them. For example, all speeding violations older than ten years may be hidden from the customer, but the SCDMV employee/Authorized agent may be able to view them.

2.2.6 Merge Customer Records

In this process, two or more customer records are merged into one record if the SCDMV employee or authorized agent identifies that they are the same customer. The image of the records prior to merging these records will be maintained in case the records need to be unmerged in the future. The system shall implement role-based access to select authorized agents to be able to view previously merged customers.

As part of the merging, the customer’s status, products, and privileges may change and a notification may need to be generated automatically to the customer with their updated status and the privilege requirements that they may need to meet.

2.2.7 Unmerge Customer Records

In this process, if the merge was performed in error, then the records that were merged are unmerged or separated out into their original form.

As part of the unmerge, the customer’s status, products, and privileges may change, and a notification may need to be generated automatically to the customer with their updated status and the privilege requirements that they may need to meet.

2.2.8 Void Customer Record

In this process, the customer record creation will be backed out or voided by an authorized SCDMV employee/Authorized agent or authorized agent. The void may be restricted depending on the data captured in the system during the customer record creation process and any data associated with the record.

For example, the void option may not be available if the customer is created to add a violation that is received from court or law enforcement, or a new customer to SCDMV purchases a vehicle from dealer and the record is received from the dealer. The System shall adhere to the business rules defined to allow the SCDMV employee/Authorized agent to void the customer record and related transactions.

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2.3 Products and Privileges

The System shall track all products and privileges and the statuses of such held by the customer including their historical information, such as:

1. Driving privileges

2. Vehicles

3. Business licenses

4. Permits

5. Placards

2.4 System Features

1. The system shall generate a unique identification number for both individual and business customers with the following capabilities:

a. Convert the existing SCDMV ID scheme into the ID scheme for the new modernized system.

b. Assign, track, and maintain the unique ID numbers for each customer.

2. The system shall have the capability to restrict the SCDMV employee/Authorized agent access to view and update any information depending on the access level assigned to them.

3. The system shall maintain an audit trail for all changes to customer and transaction data including merged and unmerged records. Authorized SCDMV agents will have access to review this audit trail information.

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3.0 Customer Portal Account Access / Management – Customer View (“My DRIVE”)

3.1 Overview

The System shall allow the customer to create, maintain, and view their profile using the online SCDMV Portal. The System shall allow the SCDMV employees to collect and manage information related to customer profiles. The following functionality shall be implemented to manage profiles for the customer.

3.2 Process Descriptions

3.2.1 Setup Customer Profile

In this process, a new online profile for the customer is created providing viewing capabilities and the ability to perform self-service transactions in the SCDMV Portal.

Profile Authentication – The customer will be able to set up a valid password/pin, two-factor authentication, and other authentication tools consistent with SCDMV security policies and procedures. The customer will be able to change their password or pin without the help of an SCDMV employee.

Multiple Profiles – The System shall support multiple customer profiles for a single customer. For example, if the customer is a private vehicle owner, third-party tester, a Dealer, and/or serves in another unique role. The system shall also provide functionality to add and link household members’ accounts together including adding minors to their parent(s) account until a certain age.

3.2.2 Manage Profile and Perform Self-Service Transactions

The customer will be able to view their account information including notifications received, their credentials and products along with the status, activity on their account, correspondence and the entire 360 view of their account as it exists in the SCDMV system. For some history records, the customer may be restricted to viewing only a certain period. Business rules will determine what account information is hidden from the customer’s view.

The customer will also be able to perform transactions, such as:

1. Add or update their e-mail, phone, and addresses including product related addresses, their mailing address, and an alternate/seasonal mailing address.

2. Request a driving record or vehicle record.

3. Pay for some transactions.

4. Upload documents related to specific transactions.

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Starting Transactions – The customer will be able to start transactions even if they cannot be completed online. This relates to transactions for which the customer will provide information and upload documents but will still require further review and processing by an SCDMV employee

Transaction Limitations – The customer will be able view the transactions they are eligible to perform.

Pause and Restart Transaction – The customer will be able to pause and restart their transaction. The restart of a paused/pending transaction may be limited to a specific time duration, and customers will receive a notification prior to the duration’s expiration.

3.2.3 Process Customer Self-Service Transaction

The SCDMV employee will have the ability to process a transaction that was initiated as a customer self-service transaction. This transaction will be available in the appropriate work queue for the SCDMV employee to review the transaction for accuracy and all required supporting documents, if applicable.

Once the SCDMV employee has approved the transaction, it will be committed to the system which may trigger some status updates and/or issuance of products to the customer.

If the information or documentation provided by the customer is not sufficient to complete the transaction, then a notification is generated to the customer to provide the necessary information.

3.2.4 Verify Customer Contact for Notifications

In this process, the customer’s contact information, such as email or mobile phone/device information, is verified so that they can receive the electronic communication and notification as outlined below in Section 5 Customer Communication and Correspondence.

3.3 System Features

1. The system shall allow SCDMV customers to create an online account profile to view, manage, and perform self-service transactions.

2. The system shall generate notifications to inform customers of the status updates, deadlines, or required actions, reducing missed transactions and delays.

3. The system shall provide simultaneous screen sharing where the SCDMV employee is able to simultaneously view the customer's screen in the online SCDMV portal to assist with a range of functions and transactions.

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4.0 Identity Verification and Access Management

4.1 Overview

The System shall maintain identity information, track all identity documents, and track all captured images for the customer.

4.2 Identity Management

4.2.1 Capture Identity Documents and Images

In this process, customer’s identity documents and applicable images are captured. The customer may upload or send electronic copies of the identity documents.

When the customer is at an SCDMV branch office, the customer will submit the original documents to the SCDMV employee. The SCDMV Employee / agent will also be able to take a photo of the customer as needed.

In most scenarios, the identity documents and images will be captured as part of a specific transaction, but the system will support the capture of such documents without a transaction.

The identity documents captured may vary depending on the age of the customer, type of customer, their legal status, address of the customer, the desired transaction, and other factors.

The system shall have the capability to link all the captured identity documents to the customer’s profile and related transactions. These documents will be scanned or imaged if presented in paper format or attached as an electronic document if received electronically.

4.2.2 Verify Identity Documents

In this process, the identity documents submitted by the customer are verified.

When possible, identity documentation will be verified electronically using an interface to the issuing authority or equivalent verification service. This includes verifying SSNs through the SSOLV interface and immigration documents such as visa status, employee authorization documents, etc. using the US Department of Homeland Security (DHS) interface.

Some documents may need to be verified by the SCDMV employee by physically examining them.

Once the identity documents are verified, the system will create a log of the verification and display appropriate verification indicators as required on the display/screen.

Depending on the verified identity documents, the customer will be eligible for various products that are issued by SCDMV employees.

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4.2.3 Verify Images with Facial Recognition Software

In this process, the images captured for the customer are verified using a facial recognition system.

If the image can be verified as a match or not-a-match, then the customer’s record will be updated to indicate this information.

4.2.4 Verify Images Manually

Some images may need to be manually reviewed by the SCDMV employee, in which case the image will be routed for a manual review to the appropriate work queue. The SCDMV employee will manually review the image captured for the customer and compare it with existing images or with another image repository to verify the captured image.

If the image can be verified, then the customer’s record will be updated to indicate this information.

If the image is found to be suspicious, then an alert will be generated to the fraud unit.

4.2.5 Define Access Level for Customer

In this process, depending on the extent of identity verification completed for the customer, an access level will be assigned to the customer.

The access level assigned to the customer will define the type of transactions that can be performed for this customer by themselves and by the SCDMV employee.

4.3 System Features

1. The customer shall have the capability to upload identity documents using the SCDMV website, their online profile, or as part of the creation process.

4. The system will log all identity management actions.

5. The system shall track each time a customer’s record is searched, the location where it was searched, and link it to the customer’s record. If certain records are searched several times without a legitimate transaction an alert will be generated to the fraud unit.

6. The system shall not allow an SCDMV employee or authorized agent to search or make updates to their own record unless they are authorized by SCDMV management. A report of such searches and updates shall be generated and routed to the SCDMV management.

7. The system shall have the capability to check the information on a birth certificate with Electronic Verification of Vital Events (EVVE). Some identity documents will have to be physically verified by an SCDMV employee, and the system shall record this review.

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8. The System shall provide the capability to verify a passport using the passport verification system (USPVS) for US citizens, using the Verification of Lawful Status (VLS) system for international customers and other verification avenues.

9. The System shall provide a capability to identify documents and images which are manually verified, and system verified.

10. The System shall scan the uploaded document of any type for viruses, malware, etc.

11. The System shall keep track of customer data that changes over time by displaying historical customer data in search results along with current data. This view will be limited to the authorized SCDMV employees.

12. The System shall track the SCDMV employee who authenticated the documents, when they were authenticated, and the location of workstation.

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5.0 Customer Communication and Correspondence

5.1 Overview

The System shall provide a capability to manage and track all communication between the customer and SCDMV. This will include all the incoming mail, including the mail that is processed using the SCDMV’s digital mailroom. The system shall maintain the historical information on communication that happened between the customer and

SCDMV.

The system shall also track all the contact information for a customer including the historical information and changes history in the contact information.

5.1.1 Contact Management

SCDMV’s ability to service customers and conduct business is dependent upon the ability to have correct contact information for all parties. In many cases, routine processes and services break down because of contact information. While some parties will conscientiously inform the SCDMV of an address or contact change, others do not.

SCDMV seeks to provide additional services to facilitate easy update of address and contact information while balancing security and fraud concerns.

Contact Information & Preferences – The System shall track U.S. Postal addresses, email, and telephone information in the same manner. Customers may provide one or more contact methods for electronic communications and notifications, and all shall be verified by the System. This preference may be changed as needed by the customer or SCDMV employee. The customer shall be contacted by their preferred mode of communication and may change their preference for communications. Contact information such as email and mobile phone/device information shall be verified so that they can receive electronic communication and notification. The system shall track the preferred communication method and language for each customer. The customer may have to provide their information (or other form of MFA) after a certain amount of time (selected by SCDMV) for security reasons and may opt out of receiving information via their preferred communication by completing MFA for their account.

5.1.2 Communication Management

The system shall facilitate interactions between the customer and the SCDMV employee supporting the delivery of services and issuance of products. To reduce fraud and ensure consistent service, the system must track and manage communications between the SCDMV employee and the customer.

The system shall provide authorized SCDMV employees access to prior communication records based on their privilege level. By enabling SCDMV employees to view previous

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5.1.3 Digital Mailroom Management

The system shall interface with the digital mailroom processing equipment to retrieve the processed mail and payment to process the transactions using the system workflow.

The digital mailroom workflow shall be seamlessly integrated into the system.

5.2 Process Descriptions – Contact Management

5.2.1 Collect and Track Address and Contact Changes

The system shall implement a secure process for customers to submit address and contact changes, including functionality via a web transaction or customer portal. The system must collect and track all address and contact change information.

5.2.2 Address Verification and Standardization

The system shall access verification sources, including the U.S. Post Office and other relevant agencies or systems, to track and verify customer address changes. The system must provide mechanisms for address validation, standardization, and fraud detection where applicable.

5.2.3 Contact Information Verification

The system shall verify contact information, such as email addresses and phone numbers using standard verification methods. It must comply with the CAN-SPAM Act for sending emails and maintaining email contact information, taking necessary precautions to prevent the SCDMV from being identified as a spammer.

5.2.4 Returned Mail Management

The system shall promptly scan and recognize any returned mail, updating the contact database accordingly. A barcode (or QR code) and transaction ID shall be placed on all correspondence and mailings to facilitate the return mail process. A workflow of correspondence that was not successfully delivered will result in follow-up workflows and transactions.

5.3 Process Descriptions – Communication Management

5.3.1 Maintain Interaction Log

The system shall maintain a log of all interactions between the customer and SCDMV, including help-desk employees and third-party authorized agents utilizing the system.

Logged interactions shall include, but are not limited to:

1. Phone conversations between the SCDMV employee and customer

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2. In-person visits to SCDMV, including visits that don’t result in a system transaction

3. Notes captured during interactions

4. Changes and notations to the customer’s account, such as adding or removing alerts, blocks, or stops

5. Communications sent and received as part of the interaction

6. Chat, SMS messages, email and other communication types

The system shall include functionality to track customer consent for receiving electronic communications via email. The customer shall have a capability to opt-in or opt-out to receive (or not receive) these communications on a recurring basis, within a configurable time period. The system shall store a transcript of certain interactions and provide the customer with access to this transcript via email or text, upon request.

5.3.2 Display Transactions

The system shall display the customer’s transaction log, subject to role-based access control, and include the following:

1. Completed Transactions – A link to each transaction displaying all transaction details.

2. In-Progress Transactions – A link to resume processing for incomplete transactions.

3. Eligible Transactions – A link to initiate the transaction.

4. Pending Requirements and Warnings – Information regarding existing products and transactions, such as a customer’s need for a vision test or re-examination.

5. Confidential Transactions – Information related to fraud investigations or covert activities, hidden by default and accessible only to authorized users.

6. Customer View of Transactions – Transactions displayed to the customer will be limited by business rules established by the relevant business units.

5.3.3 Historical Information

The system shall maintain historical records of all customer data, including tracking changes to any data fields, detailing who made the change, what was changed, when, where, and why. All existing historical customer data from legacy systems shall be available in the system.

5.3.4 Customer Notification While Performing a Transactions

The system shall notify customers of any relevant driver’s license information, such as suspensions, during vehicle transactions or other transactions that may seem otherwise unrelated. For in-person transactions at SCDMV branch offices, SCDMV employees shall have access to view driver’s license-related data and other relevant information to inform customers of suspensions or other infractions and other information that may need to be changed.

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Similarly, the system shall notify the customer of any vehicle related information while performing a driver license-related transaction.

This similar capability may need to be extended while performing a business licensing transaction or other transactions as seen relevant by SCDMV.

5.4 Process Descriptions – Digital Mailroom Management

5.4.1 Customer Status Lookup and Update

The system shall support the customer status lookup required for the digital mailroom management. The system shall additionally support the status update received from digital mailroom to be linked to the customer’s record, including the type of mail received, payment received, and transaction triggered.

5.4.2 Trigger a Workflow or Transaction

The system shall support triggering of a workflow, workflow step, initiate a new transaction or continue with the transaction awaiting an item to be processed using a digital mailroom processing, such as, a customer payment, mail correspondence etc.

5.4.3 Track Incoming Mail and Payments

The system shall provide a consistent automated process to document and track received mail and deposit payments. The system may need to be assigned a barcode or some type of tracking number and status to incoming mail and track it until its processing is complete. The automated process shall support the following:

1. The capability to create a customer account, if one does not exist, and record payments.

2. Link the payment to the designated transaction(s) in the workflow.

3. Trace any shortages and overages identified, when processed, to a particular workflow.

4. Process payment through the POS subsystem.

5. Generate a notice to the customer when any changes have occurred to the customer’s account, such as describing the payment received.

5.4.4 Process Miscellaneous Payments Received in Mail

The system shall have the capability to process miscellaneous, generic transactions (e.g.

check or cash received by mail without any customer or transaction identification).

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6.0 Appointment, Scheduling, and Queuing Management

6.1 Overview

Certain SCDMV services require customers and SCDMV employees to schedule appointments with specialized agents, such as for driving skills tests, which must be conducted at a specific location. The appointment calendar, including available dates, times, and office locations, shall be accessible to customers on the SCDMV website or customer portal.

The system shall also provide wait times for each branch office, allowing customers to choose the location that best fits their needs.

The following processes outline the system's support for appointment and scheduling functionality.

6.2 Process Descriptions

6.2.1 Create an Appointment Calendar

Authorized SCDMV employees shall be able to create an appointment calendar for specific services, such as non-commercial, commercial, and motorcycle road tests. The calendar will be available for future dates and times on the SCDMV website and on the SCDMV customer portal. SCDMV employees at each office location will also have access to this calendar, and its configurability.

SCDMV employees will need the capability to create appointment calendars for other services such as knowledge tests and hearings. The system shall limit the creation of appointment calendars to a set number of months in advance. The system shall have the capability to create, update, and delete appointment slots in bulk. Varying durations for appointment slots will be required depending on the type of transaction/appointment. Customers shall have the capability to select multiple transactions for one appointment, and the system will block the appropriate duration on the calendar. A full list of appointment types with durations will be provided in the business rules. The system shall reduce or increase appointment time slots automatically depending on changes in the total number of employees per location.

The number of appointments per employee ratio will be provided in business rules.

6.2.2 Schedule an Appointment

Customers must have the ability to schedule appointments via the SCDMV website, customer account portal, and from an SCDMV self-service terminal. All appointment information will be associated to the customer’s 360 view, including scheduled appointments, past appointments, and no-show appointments. The system will provide an eligibility check on the customer’s information and will vary by appointment type and based on business rules. Once verified, the customer can select the appointment type, Appendix 07 - Common Functions Revision 1 Page 20 of 55 office location, and desired date and time from the available appointments. The system will confirm the appointment and send a confirmation to the customer via email or phone.

If the customer is not in the system, basic information will be collected, and a customer record will be created. SCDMV employees will also have the ability to schedule appointments on behalf of customers. If a customer has an existing appointment of the same type, the system will notify them before allowing a new appointment to be scheduled. Based on SCDMV preferences, the system may request the customer update existing appointment or cancel the appointment prior to scheduling another appointment with the same type of service.

The customer may request a specialized SCDMV employee to be available for a specific service which will result in appointment calendar for the SCDMV employee to be updated with a specific type of the appointment the customer has requested.

6.2.3 Cancel an Appointment

Customers can cancel future appointments through the SCDMV website, any SCDMV office, or the call center. The system must provide the SCDMV staff with the ability to cancel and update appointments. The system shall have a feature that restricts cancellations for certain types of appointments within a specific time frame prior to the appointment. For other appointment types, cancellations are allowed at any time prior to the scheduled time. If an appointment is canceled within a specified time period before the appointment, an automatic notification will be sent to the relevant unit for which the appointment was scheduled.

6.2.4 Update an Appointment

Customers can update the date, time, or office location of an existing appointment but cannot change the appointment type. The system may restrict updates within a specific time period (e.g., 24 hours before the appointment) and allow office locations to configure which parameters can be changed.

6.2.5 Reschedule Appointments – SCDMV Initiated

When an office closure or other issue prevents an appointment from being completed, the system shall allow the capability to perform bulk cancelation of appointments and send an automated notification to customers via email or text. The notification will need to include a link for the customer to reschedule their appointment and provide available time options.

6.2.6 Request a Queue Number

Customers visiting an SCDMV office will receive a queue number to access services. All queueing information must be tied to the customer’s 360 view. The system shall support multiple options for assigning queue numbers:

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1. Customers can obtain a ticket at a self-service terminal.

2. A greeter station can issue tickets.

3. Customers may use mobile devices to check in when near the office, utilizing geofencing technology. Once checked in, customers will be assigned a queue number based on their appointment type. If a customer has an appointment, it will be marked as complete once a queue number is assigned.

4. SCDMV employees can directly admit a customer at their workstation that will create a queue number. The status of this queue number will be in-service and will not be placed in the waiting queue.

6.2.7 Display Queue Number and Assign SCDMV Employee

When customers are checked in and assigned a queue number, it will be displayed on office devices. An available SCDMV employee will be assigned to the queue number when they select the next customer, and the customer will be notified via the display and audio system. When the SCDMV employee selects the next queue number, the ticket will have a status of in-service. The system must have the capability to track total service time. Queue tickets will have many statuses including waiting, in-service, complete. A full list of statuses will be provided in business rules. Queue numbers must be transferable. The system shall have the capability for SCDMV employees to transfer tickets to other SCDMV employees and other queues.

The System shall have the capability for an auto-next feature. When the queue is empty and an SCDMV employee selects the next customer, they will be in auto-next mode.

When a ticket is added to the waiting queue, that ticket will automatically be called to counters that are in auto-next mode in the order they were placed in auto-next mode.

6.2.8 Publish and Display Wait Times

The system shall provide the capability to publish wait times for each office on the SCDMV website, accessible via mobile devices. Branch offices will display their own wait times on devices attached to the Appointment and Scheduling application. The system may restrict branches from viewing other office locations’ wait times and shall provide the ability to configure viewing and updating access for authorized SCDMV employees.

Customers will be able to check estimated wait times for their specific appointments via their mobile devices and receive notifications if they provide a phone number during scheduling.

6.3 System Features

1. The system shall support priority queueing, allowing certain role-based SCDMV employees to assign specific service types to staff.

2. The system shall enable real-time monitoring of queues, allowing SCDMV employees to be reassigned to manage wait times efficiently.

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3. The system shall provide real-time monitoring of employee performance.

4. The system shall allow configurable information, such as required documents and commentary, to be included in the customer’s appointment confirmation and appointment reminders.

5. The system shall send automated appointment reminders and provide a link for customers to cancel appointments.

6. The system shall provide a capability to have multiple queues for a single location.

7. The system shall provide a capability for authorized SCDMV employees to assign, share, or transfer queues to other locations/units.

8. The system shall verify that the customer is eligible for a specific appointment.

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7.0 Inventory Management of Customer Products

7.1 Overview

Controlled inventory items, which have significant value, must be tightly managed, tracked, and linked to appropriate transactions, vehicles, customers, or businesses. The system shall interface with the Central Warehouse and Plate Manufacturer (ITI) systems to track and allocate inventory. It shall also link the usage of these items to transactions and the SCDMV employees and authorized agents involved.

The system shall manage the following inventory locations:

1. Central Warehouse

2. Branch Offices

3. SCDMV Cares Vehicle

4. Central Operation

5. County Offices

6. Vendor Locations

7. SCDMV Counter Locations

8. Specialized Inventory Location (e.g. Test Lab)

9. Business Units The system shall manage inventory for transactions performed at SCDMV offices and through supported channels.

7.2 Process Descriptions

7.2.1 Define Inventory Office Type and Location

Authorized SCDMV employees will define various office types and locations where inventory is maintained or issued. Office types include:

1. Warehouse: Stores inventory for distribution to other locations.

2. Vendor Issued: Issues inventory centrally.

3. Branch Office: Stores and issues inventory over the counter.

4. Business Units: Stores and issues inventory.

5. Point of Sale: Counter locations that issue inventory during transactions (e.g., county or vendor locations, SCDMV counters).

Authorized SCDMV employees will define the type of inventory stored at each location, set inventory levels, and determine which locations inventory can be requested.

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7.2.2 Define Inventory Category and Type

Inventory types, categories, and subcategories will be defined in the system. For example, "license plates" may be categorized as regular, specialty, or personalized, and subcategorized further as needed (e.g., college, military).

7.2.3 Assign Number Ranges for Production

Specific number and alpha numeric ranges will be assigned to inventory items for production by suppliers. For instance, title stock suppliers will produce inventory with control numbers in a designated range to avoid duplication.

7.2.4 Create Inventory Purchase Order

An inventory purchase order will be created for contracted suppliers. The purchase order shall include:

1. Inventory item(s) and quantity

2. Control number range

3. Unit and total cost

4. Specifications for initial or partial fulfillment Each purchase order will be tied to a specific supplier, and different control numbers will be assigned to each supplier to avoid overlap.

7.2.5 Create and Update Inventory Shipment Order

Shipment orders will specify the office location, control numbers, quantity to be shipped, and shipment date. Shipment orders shall be linked to the corresponding purchase order, and multiple shipment orders may be created for a single purchase order if necessary. Purchase or shipment orders may be updated prior to production and/or shipping. All updates will be tracked and linked to the original order.

7.2.6 Receive and Accept Shipment at Office Location

When a shipment is dispatched, the system will notify the receiving office and track the shipment. Delays beyond an acceptable timeframe will trigger an investigation for theft, missing items, or other issues. The receiving office will verify the shipment order matches. If discrepancies are found, the system shall notify the appropriate SCDMV employees. Once inventory is accepted, it’s added to the office’s inventory and levels are updated in real time.

7.2.7 Assign Inventory to SCDMV Employee/Office

An Authorized SCDMV employee assigns inventory from the office's stock to an SCDMV employee or to the office and is marked as "ready for issuance". Once issued, inventory will be removed from both the office and SCDMV employee’s stock and marked “Issued”. Damaged/Voided/Missing items will be marked accordingly and sent via

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The system shall not allow the inventory items that are not in office inventory to be assigned to the SCDMV employee.

The system must provide an ability to assign an inventory item directly from office location to the transaction without needing to assign to the SCDMV employee.

7.2.8 Track Inventory Level

The system will track inventory at all office locations, including issued, on-hand, and in-transit inventory. The system will also track reorder levels and allow SCDMV employees to search for specific items at other locations if needed.

7.2.9 Reorder and Replenish Inventory Items

Inventory will be replenished based on demand. If usage projections or stock levels fall below the reorder points, the inventory will be sent by the third-party vendor, from SCDMV central warehouse, or from another branch office location. The system will notify an authorized SCDMV employee (at some vendor locations) when the inventory at an office reaches its reorder level. The system will notify the third-party vendor when certain inventory items reach their reorder level.

7.2.10 Track Inventory Control Numbers and Usage

The system shall provide end-to-end lifecycle tracking of inventory by control numbers, capturing key details such as the issuing location and issue date. If the inventory is issued by a third-party vendor and mailed to the customer, the system shall display real-time data, including the date the inventory was printed and shipped.

All controlled inventory issued to customers shall be reflected in their customer 360 view. Additionally, the system shall track inventory usage by category, identifying trends such as peaks and lows, historical usage, projected demand, and returns. It shall also monitor and record instances of missing, voided, and damaged inventory.

At a minimum, this will include a capability to track:

1. Usage of inventory items by each category and subcategory.

2. Periodic usage such as monthly, quarterly, annual usage or for a specific date range.

3. Peaks and lows of inventory items usage at an office location.

4. Projected requirement of inventory items due to movement of a large business entity.

5. Usage of inventory items for previous years to project usage for upcoming years.

6. Return of inventory items at each office location.

7. Inventory issued by third parties and capability to reconcile completion in real time.

8. Misuse of inventory, such as missing, etc., at each office location.

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7.2.11 Update Inventory Status

Authorized SCDMV employees will update the status of inventory items, either in bulk or individually. Bulk inventory statuses may include "shipped," "received," or "added to inventory," while individual item statuses may include "issued," "returned," "destroyed," or "missing."

7.3 System Features

1. The system shall enforce consistent standards for reporting missing inventory across all offices and units.

2. The system shall handle bulk inventory status updates for large quantities, such as boxes of plates or pallets of decals.

3. The system shall provide a dashboard for monitoring inventory at all office locations, accessible to inventory management staff.

4. The System shall allow the authorized SCDMV employees to assign inventory to multiple SCDMV employees at the same time.

5. The system shall allow inventory numbers to be searched once assigned at the customer level.

6. The system shall allow for daily electronic acknowledgement of inventory.

7. The system shall allow…