Bid 72DOW-S3941_Questions_NDOWanswers.pdf

QUESTION_NBR CREATED_BY QUESTION_SUBJECT QUESTION_TEXT ANSWER_TEXT

1 JUNVERZAGT

RFP Section 9 Submission Checklist, Question on proposal format

For ease of review by evaluators, it is our standard practice and our intention for this response, to place written responses to RFP requests, statements, or questions immediately following the applicable RFP request, statement or question (as a reference this was a requirement of the 2017

Nevada Licensing System RFP, per Section 11 of that RFP).

Question - Does the State have a preference on this subject?

As this question relates to drafting the proposal an early response would be very much appreciated.

The current RFP does not specify a formatting preference.

2 JUNVERZAGT

Goals, Objective and Scope of Work document at Section 24, Vendor Response to Scope of Work, Questio

Section 24 of the Goals, Objective and Scope of Work document title "Vendor Response to Scope of

Work", states that "[w]ithin the proposal, vendors shall demonstrate their approach to meeting all the requirements described within Sections 3 through 9."

Question - In response to the Scope of Work, as part of demonstrating an approach to "meeting all the requirements described within Sections 3 through 9", should or may Vendors also respond as applicable to the requirements in RFP Attachments 4.1.1 through 4.1.7?

For reference purposes, in the 2017 Nevada Licensing RFP, Vendors were required to respond to

(1) a Systems Requirement section which closely corresponds to 2026 RFP Attachments 4.1.1 and

4.1.2 and (2) to a Scope of Work section which closely corresponds to 2026 RFP Attachments 4.1.3 and 4.1.5.

As this question relates to drafting the proposal an early response would be very much appreciated.

Yes, sections 3-9 include all of the attachements included in section

4.

3 JUNVERZAGT

Goals, Objectives and Scope of Work document after Section 25, Question on

Definition of Task

The Goals, Objectives and Scope of Work document after Section 25 states that "Vendor's response shall be limited to no more than five (5) pages per task not including appendices, samples and/or exhibits".

Question/Request - Can you please elaborate on what is considered a task, and please provide an example (noting if Vendors are required or permitted to respond to the RFP Attachments, some parts of RFP Attachments 4.1.1 and 4.1.2, such as Section 4.1.1.1 of RFP Attachment 4.1.1, are 12 pages long).

As this question relates to drafting the proposal an early response would be very much appreciated.

One task would be considered one section for each attachment. For example, in attachment 4.1.1, section 4.1.1.1 A., including detailes found in A1. would be considered one task.

4 JUNVERZAGT

NevadaEPro Website Submit Quote Portal -

Question on what Information to Enter on

Quote General Pag

On the Quote General page of NevadaEPro Website Submit Quote Portal, for the following categories what should a Vendor insert, if anything:

- Delivery Days: "0" is in the form, should we keep it that or insert something that correlates to RFP

Attachment 4.1.7?

- Shipping Terms - There are three options to select from, which should we select? Or should we leave it blank?

- Ship via Terms - There are three options to select from, which should we select? Or should we leave it blank?

Promised Date - Should we insert a date? If so, should the date correlate to the first deliverables set forth in RFP Attachment 4.1.7?

5 IKRAM PCI DSS compliance evidence at proposal

Attachment 4.1.2 states: "Vendors must include in the proposal a copy of certificate of compliance meeting the Payment Card Industry Data Security Standards." Where a vendor's proposed solution processes all payment card transactions through a PCI DSS Level 1 validated payment processor, such that cardholder data is not stored, processed, or transmitted within the vendor's own environment, will the State accept (a) the processor's current Attestation of Compliance, together with (b) the vendor's attestation of compliance for its reduced scope, in satisfaction of this requirement? If not, please specify the certificate type, assessed scope, and validation level the State requires at proposal submission.

A current attestation of PCI compliance together with the Vendor's attestation of compliance will be acceptable.

6 IKRAM

Definition of similar size and scope for references

The Client References section requires at least three reference questionnaires from projects of similar size and scope within the last five years. How does the State define "similar size and scope" for this purpose? Specifically, will the State accept references from projects demonstrating comparable system capabilities and transaction volumes in other domains, where no single project spans the full scope of this solicitation?

The state will accept refrences from projects demonstrating comparable system capabilities and transaction volumes.

7 IKRAM License agent count for pricing, 40 vs 60

The Goals, Objectives and Scope of Work document states the Department has "around 40 licensed agents statewide," while Cost Schedule Attachment 4.3.3 lists "60 Registered Agents -

Computers/Tablets and License Printers." Which figure should vendors use for pricing point of sale equipment and support?

Use the larger number as equipment is utilized throughout state offices as well as at an Agent location.

8 IKRAM

PCI DSS attestation timing for hosted solutions

Further to the PCI DSS requirement in Attachment 4.1.2: where a vendor's solution is hosted on a

FedRAMP High and GovRAMP authorized cloud platform, and the vendor's own PCI DSS assessment is underway with an independent assessor at the time of proposal, will the State accept a vendor Attestation of Compliance delivered prior to contract award or prior to the first production payment transaction, rather than at proposal submission? Please confirm the latest point in the procurement at which the State requires the certificate to be in hand.

The state will accept an attestation of compliance delivered prior to the contract award.

9 IKRAM

Implementation completion date, August

2027 vs phased timeline

Scope of Work item 22.1 references a detailed schedule that "completes implementation by August

1, 2027," while Attachment 4.1.7 describes Phase 1 as product and system functionality for August through December 2027 and Phase 2 for January through July 2028. Please confirm which schedule governs, and what functionality the State requires to be operational by August 1, 2027.

Items found in Phase one of attachment 4.1.7 will need to be functional and live before August 1, 2027. Items found in Phase two of attachment 4.1.7 will need to be functional and live before January

1, 2028.

10 IKRAM CJIS Security Policy applicability

The system supports law enforcement functions including citations, revocations, warrants, and field interviews. Does the State consider any portion of the proposed system to be within scope of the FBI

CJIS Security Policy, and if so, will a CJIS Security Addendum be required of the awarded vendor?

No.

11 IKRAM

ncumbent contract expiration and data transition

Please confirm the expiration date of the current licensing system contract, and describe the outgoing vendor's data extraction and transition obligations, including the format and timing of historical data delivery to the awarded vendor for the conversion required by Attachment 4.1.2 section

4.1.2.1 A.3.

The current Vendor contract expires August 18, 2027. All customer data housed within the current system is owned by the state of

Nevada and will be delivered at the conclusion of the contract. The extraction and receipt of the data will be determined at the time extraction is required for ease of both systems.

12 IKRAM Holdback release schedule

Attachment 4.1.4 provides that the State shall pay invoiced amounts less a 10% holdback, with distribution negotiated with the vendor. What is the State's customary schedule and criteria for release of holdbacks on projects of this type?

Release of the holdback will be made at the completion of the project being worked. Payment of the holdback remainder will be processed either within the next invoicing cycle or the project sign-off approval.

13 IKRAM Identity protection minimum expectations

Attachment 4.1.4 section 4.1.4.4 A.5 requires vendors to propose the amount and duration of customer identity protection in the event of a data breach. Does the State have a minimum expectation for the coverage amount or duration vendors should price in Attachment 4.3.3?

The state does not have a minimum expectation for the coverage amount or duration.

14 IKRAM Source code escrow agent and cost

Attachment 4.1.2 section N.2 and Scope of Work item 14.3 require a source code escrow option.

Does the State require a specific escrow agent, and does the State or the vendor bear the escrow account cost over the contract term?

The state does not require a specific escrow agent. The state is willing to negotiate the escrow account cost. Vendor proposal of the escrow account may to added to attachment 4.3.3.

15 IKRAM

Historical application and call center volumes

To support accurate capacity and staffing proposals, can the State provide (a) daily or weekly application volumes for the most recent main big game application period, including the distribution of applications across the window, and (b) annual call center contact volumes and seasonal distribution under the current system?

Provided in outside documents.

16 AMCJEN Cloud security evidence

Attachment 4.1.4, Cloud Security Standards, requires vendors using cloud service providers to demonstrate and provide proof of controls and processes equivalent to FedRAMP requirements, or the applicable current CIS controls. What form of proof does the State consider sufficient at response time, and does inheritance of a cloud service provider's existing FedRAMP authorization for the underlying infrastructure satisfy this requirement for the infrastructure layer? Additionally, Attachment 4.1.2 requires a minimum Tier 3 data management standard. Is documentation of the hosting provider's Tier certification sufficient evidence for that requirement?

Inheritance of a cloud service provider's existing FedRAMP authorization would satisfy this requirement as well as the provider's

Tier certification.

17 AMCJEN Payment processing

Attachment 4.1.2 requires vendors to include a certificate of compliance meeting PCI Data Security

Standards. Does the State have an existing merchant services agreement or a required payment processor that the awarded vendor must use, or may the vendor propose its own PCI compliant processor and payment devices? If a State agreement applies, please identify the processor and any required device standards.

The state utilizes Wells Fargo for merchant services and would require the Vendor to obtain a merchant service agreement with

Wells Fargo.

18 AMCJEN Legacy record layouts

Data conversion is required at one hundred percent accuracy across all modules, with customers retaining existing customer IDs and full transaction history. Will the State make available the legacy system record layouts, data dictionary, table counts, and a representative extract or profile of the existing data prior to response submission? If these are available only post award, please confirm that, so vendors can price conversion accordingly.

The data contained in the current licensing system is owned by the state and will be made available at the time of extraction. It will not be made available prior to contract award.

19 AMCJEN Interface control documentation

Attachment 4.1.2 section M identifies eight external interfaces, including the State accounting system, the Department of Welfare, the Department of Justice eAgent system, Nevada circuit courts, the federal Duck Stamp program, the DMV driver's license database, HIP extraction, and the seasons and quotas program. Will interface control documents, file specifications, or existing API documentation be made available for these interfaces prior to response submission, or at project kickoff? Please also confirm whether the Interactive Wildlife Violator Compact System and the hunter education module require interfaces beyond those listed in section M.

Current interfaces with the external listed systems will be made available at the time of project kickoff. The IWVCS and hunter education modules do not currently use interfaces beyond API.

20 AMCJEN Presentation format

Vendor presentations are estimated for September 28 through October 12, 2026. Will presentations be conducted in person or virtually? If in person, please confirm the location. Will vendors be permitted to demonstrate working software using their own equipment, and will internet connectivity be available in the presentation room? Please also confirm the time allotted per vendor and whether the presentation format includes a question and answer segment.

In person would be preferred, virtual will be determined by Vendor request. Vendors are permitted to utilize their own equipment and internet connectivity will be available. Vendors may have up to 2 hours of presentation time with a question and answer segment. Nevada

Department of Wildlife, 6980 Sierra Center Parkway, Suite 120, Reno, NV 89511

21 AMCJEN Implementation start date conflict

Attachment 4.3.3 states that vendors "should propose their implementation strategy to include all calendar commitments beginning in December 2026." Attachment 4.1.3, Calendar of Activities, begins December 1, 2027 and runs forward through 2028. Attachment 4.1.7 estimates vendor award in January 2027 and Phase 1 delivery for August through December 2027, and the RFP anticipates a contract start of February 1, 2027. Please confirm which of these two dates is correct, so that vendors price and schedule against the intended calendar: should Attachment 4.3.3 read December

2027, or should the Calendar of Activities in Attachment 4.1.3 begin December 2026?

The awarded Vendor will have an anticipated contract start date of

Feb 1, 2027. All items in Phase one of attachement 4.1.7 must be complete by August 1, 2027. A Vendor's implementation strategy should utilize the Calendar of Activities found in attachment 4.1.3.

Items within the Calendar of Activities rarely change year over year.

The Calendar of Activities is a refrence for the Vendors and covers items that are listed in phases found within attachement 4.1.7.

72DOW-S3941 Bid Q&A

22 AMCJEN Pricing structure

Attachment 4.3.3 states that each company may have a different business model and asks for a breakdown of cost against 2025 sales volumes, base price totals, and a total combined contract amount. May a vendor propose a fixed annual subscription fee mapped to the 2025 volume table, with the volume table used to demonstrate the derivation, or does the State require per transaction pricing? If a fixed annual fee is acceptable, please confirm how the State would prefer volume variance above or below the 2025 baseline to be addressed.

The Vendor may propose whatever fees, in whatever format that would work best for their company. This proposal may be negotiated during contract negotiations.

23 AMCJEN

Liquidated damages trigger and measurement

Attachment 4.1.2 L.4 provides that if the vendor fails to meet agreed service levels "resulting in

NDOW staff coverage on behalf of Vendor staff," the vendor will be assessed liquidated damages of

$500 per percentage point missed, and M.1 provides the same construction at $200 per percentage point. Please clarify: (a) whether liquidated damages are assessed only when a service level miss results in NDOW staff providing coverage, or on any measured miss regardless of NDOW staff impact; (b) whether damages are calculated per individual service level metric or on an aggregate quarterly result; and (c) whether the parties will agree an annual or contract term maximum on liquidated damages.

Liquidated damages are assessed when service levels are missed which result in NDOW staff providing coverage for the Vendor's contracted duties. Damages will be calculated per incident. Maximum damages may be negotiated during contract negotiations.

24 AMCJEN Protections against AI

Attachment 4.1.2 A.4 requires the awarded vendor to demonstrate how the proposed system will protect data from external cyber attacks, "including protections against AI." Please clarify the State's intent for this requirement and what evidence or controls would satisfy it. For example, is the State's concern automated credential stuffing and bot driven attacks, model driven social engineering against staff and customers, or are there other concerns not listed here?

The state has concerns related to bot driven attacks, testing environment sites being made public, customer account breaches, personal data breaches.

25 AMCJEN Development software approval

Attachment 4.1.4 section A states that "all proposed software used in the design, development, testing and implementation of the deliverables outlined in this RFP shall be approved by the State."

Please clarify the intended scope of this approval. Does it extend to the vendor's internal development toolchain, including integrated development environments, source control, build and test tooling, and third party libraries and frameworks? Or is it directed at software that will be delivered, hosted, or operated as part of the production solution? Please also describe the approval path and expected turnaround, and whether an initial tooling list is submitted with the response or after award.

The software approved by the state is directed at the software itself as part of the production solution. The approval path will include the state's IT security standards.

26 AMCJEN DOJ eAgent support level

Attachment 4.1.2 M.3 states that the Department of Justice eAgent system interface "will require 24 x 7 x 365 support." Please clarify the level of support intended. Does this mean continuous automated monitoring with alerting, an on call escalation path with a defined response time, or staffed human coverage at all hours? If a response time commitment is expected, please state the target.

This means that the eAgent System must be able to access data within the Vendor's proposed licensing system 24 x 7 x 365. It does not mean a human must staff coverage at all hours.

27 AMCJEN Breach identity protection scope

Attachment 4.3.3 lists "Customer Identity Protection in the Event of a Data Breach" as a required cost line. To price this line on a comparable basis across vendors, please specify the State's expectation for coverage scope, or confirm that vendors should propose it. Specifically: the population to be covered, the duration of monitoring, whether credit monitoring alone or identity restoration services are expected, and whether notification costs are included in this line or priced separately.

The state does not have a minimum expectation for the coverage amount or duration. Vendor's should propose their solution.

28 AMCJEN Contract term for pricing purposes

The RFP specifies an initial contract term of four years anticipated to begin February 1, 2027, with an option to renew for two one year extensions. Attachment 4.3.3 requires vendors to provide "pricing for a total combined contract amount." Should the total combined contract amount be calculated across the four year initial term only, or across the full six year period assuming both extension options are exercised? If the four year term, should pricing for the two extension years be presented as separate line items?

The contract amount should be calculated across the four years of the initial term only. Negotiations will be made during subsequent contract extentions.

29 AMCJEN Fiscal year billing limits

The anticipated contract start of February 1, 2027 falls within State fiscal year 2027, while Phase 1 go live is scheduled for August through December 2027, in fiscal year 2028. Are there limits on the amount that may be invoiced or paid within any individual State fiscal year during the contract term?

Specifically, may implementation milestone billing and the first period of recurring fees fall within the same fiscal year, provided the total remains within the total combined contract amount? Please also confirm whether any billing is anticipated to occur before July 1, 2027.

Billing does not need to fall within the same fiscal year and may begin prior to July 1, 2027.

30 AMCJEN Subcontractor registration requirements

The Subcontractors section states that the vendor shall certify that subcontractors comply with mandatory minimum requirements except contract responsibility. Several mandatory minimum requirements are registration obligations written toward the responding vendor, specifically

NevadaePro registration pursuant to NRS 333.313, a Nevada state business license pursuant to

NRS 353.007, and active entity registration in sam.gov. Please confirm whether each proposed subcontractor must independently hold these registrations, or whether they apply to the prime contractor only and the subcontractor certification is limited to the remaining mandatory minimum requirements.

No — subcontractors do not need to independently hold NevadaePro registration, a Nevada business license, or SAM.gov registration.

These requirements apply only to the prime vendor.

Yes — subcontractors must comply with the rest of the mandatory minimum requirements, except contract responsibility.

31 AMCJEN AIS decal and vessel registration delivery

Attachment 4.1.1 D.1 states that "fulfillment of vessel registrations and AIS decals must be mailed within 5-7 days of the purchase." Attachment 4.1.2 X.2 states that the solution "must allow customers and NDOW customer service counters to sell the AIS decal." Please clarify whether an

AIS decal or vessel registration sold in person at an NDOW customer service counter is issued to the customer at that time, or whether all decals and registrations are centrally fulfilled and mailed regardless of where the sale occurs. If counter issuance is expected, please confirm whether

NDOW anticipates decal stock being printed on the point of sale printer at the counter.

Registrations and decals purchased at an NDOW office or counter are provided to the customer at the time of purchase. Both these items are offered for order and purchase online through the licensing system. The online purchases are to be fulfilled by the vendor within

5-7 days of the purchase.

32 AMCJEN

Centralized fulfillment volumes by product type

Attachment 4.3.3 requires vendors to propose pricing against 2025 sales volumes. The volume table reflects total transactions, but many products may be fulfilled electronically, printed at home by the customer, or printed at point of sale by license agents or NDOW offices rather than produced and mailed centrally. To scope and price the centralized fulfillment operation accurately, please provide, for the most recent representative year, the number of items actually produced and mailed by the centralized fulfillment provider, by major product type, distinguishing those from items fulfilled through other channels.

Sales volume by location has been provided in a separate document.

All internet sales are items that were fulfilled by the licensing Vendor.

All sales items from locations listed outside of internet sales were fulfilled by NDOW counter staff.

33 AMCJEN Centralized fulfillment surge volumes

To size centralized fulfillment capacity and staffing appropriately, please provide representative historical daily or weekly centralized fulfillment volumes, including the largest fulfillment day or week and the volume and duration of the surge following the Main Big Game Draw and other material draw events.

Fulfillment volume by licensing Vendor has been provided in separate documents.

34 AMCJEN Hunting tag turnaround requirement

Attachment 4.1.1 D.1 states that "fulfillment of vessel registrations and AIS decals must be mailed within 5-7 days of the purchase." The RFP does not include equivalent turnaround language specifically applying to centrally fulfilled physical hunting tags, including tags released after the Main

Big Game Draw and other draw events or through first come, first served availability. Please confirm the required production and mailing turnaround for centrally fulfilled hunting tags, and whether the 5 to 7 day standard applies to all centrally fulfilled physical items or only to the vessel registrations and

AIS decals named in D.1.

5 - 7 business days applies for all products that are centrally fulfilled which are purchased outside of an application and draw process.

Tags and licenses awarded through a draw are subject to be fulfilled later than 5-7 business days due to failed payments and the electronic tag return period as detailed in attachment 4.1.1, section

4.1.1.2 J.

35 AMCJEN Physical item specifications

For each major centrally fulfilled physical item, particularly hunting tags, vessel registration materials, and AIS decals, please provide either representative current samples or the required functional and performance characteristics and finished fulfillment configuration, including any mandatory durability, security, adhesive, variable data, insert, carrier, or packaging requirements. This information is needed to confirm production capability and to price materials accurately in the cost proposal.

Vessel registration and AIS decals may be provided at a later time but requirements are located here https://www.ecfr.gov/current/title-

33/chapter-I/subchapter-S/part-174/subpart-B. License and tag physical characteristics may be proposed by the licensing Vendor.

Durable stock of the license is detailed in attachment 4.1.2, section

4.1.2.3 E.

36 CWHITEHEAD Training Will all 279 NDOW employees need training on the new system, or a subset of employees?

Only a subset of employees who will be accessing the licensing system as part of their general job duties.

37 CWHITEHEAD Training Does NDOW have a Learning Management System, and if so, what is it? NDOW does not have a Learning Management System.

38 CWHITEHEAD Training Does NDOW have a preference for in-person training, virtual instructor-led training, or virtual self-paced training?

No prefrence to the type of training.

39 CWHITEHEAD Scope Definition

The Goals, Objectives and Scope of Work document lists "targeted, automated customer outreach and subscription-based messaging to improve recruitment, retention, and reactivation of lapsed customers" and "innovative methods relating to recruitment, retention and reactivation" as required capabilities. Does NDOW expect the awarded vendor team to provide marketing strategy, content/creative development, and campaign management services, or only the technical platform/tools that NDOW staff will use to execute outreach themselves?

NDOW does not expect the awarded Vendor to provide marketing strategy or development. NDOW would like the licensing system to allow NDOW marketing within the system and will require customer data collected by the system to market accordingly. NDOW is open to

Vendor suggestions and innovation related to the recruitment, retention and reactivation.

40 CWHITEHEAD Scope Definition

For the print mailings referenced in the Calendar of Activities - roughly 36,000 vessel registration renewal postcards and 62,000 big game application guidebooks annually - is production, printing, and postage within the vendor's scope, or is that managed separately by NDOW today?

Currently postage of the vessel postcards is paid for by the licensing

Vendor. Mailing is completed by the Nevada state mail service and production of the the guidebooks and postcards is completed by a

3rd party vendor. All printing costs are paid for by NDOW.

41 CWHITEHEAD Training Will the 40 statewide license agents need training? Will the volunteers need training (and if so, how many volunteers are there?)?

NDOW staff can train subsequent volunteers and license agents accordingly after NDOW staff have been intitially trained.

42 CWHITEHEAD Stakeholder & Organizational Readiness Has NDOW gone through a system replacement of this scale before? Are there known lessons learned, prior pain points, or change-resistance risks the vendor should plan around?

Yes. Growing pains with the system and learning new processes of the new system. Customer assistance was extremely high the initial years of the system and has lowered significantly as the years progressed. Daily business need processes are complex and need to be given full consideration for each steps.

43 CWHITEHEAD Customer-Facing Marketing & Outreach

Is public-facing messaging about the system transition itself (e.g., "a new licensing portal is coming") within vendor scope, or does the State's Governor's Technology Office / NDOW Public Information

Officer own that communication?

NDOW will own that communication to the public.

44 CWHITEHEAD Training

Given the phased rollout - Phase 1: Aug-Dec 2027; Phase 2: Jan-Jul 2028; Phase 3: Aug 2028-Dec

2030; Phase 4: 2031-2033 - should training and change management be planned as one large go-live push, or as recurring waves aligned to each phase?

Recurring waves aligned to each phase and portion of the system as they are released.

45 CWHITEHEAD

Marketing Outreach and Change

Management

Under which numbered task/section of the Scope of Work response should marketing outreach and change management be addressed, given responses are limited to five pages per task?

Attachment 4.1.1, section 4.1.1.9 D.

46 WFLAVIN@SALESFORCE.COM Admin User Breakdown

Could the State provide a detailed breakdown of the ~2,700 internal/external system users?

Specifically, how many are internal NDOW employees requiring full administrative/back-office access, and how many are external third-party users (such as retail license agents or volunteer safety instructors) who only require transactional, role-specific portal access?

Approximately 30 of the 2,700 users will need back office access. All others will be role specific.

47 WFLAVIN@SALESFORCE.COM Customer Portal Licensing

For the ~1.45 million customers accessing the online self-service storefront, does NDOW anticipate a CRM licensing model based on unique monthly active logins, or does the State prefer a member-based model (where every registered customer has a designated portal license)? Alternatively, is

NDOW open to licensing metrics aligned with annual transaction/sales volume?

Member based model. Yes, we are open to licensing metrics aligned with annual volumes.

48 WFLAVIN@SALESFORCE.COM Peak User Volumes

To ensure optimal performance, scaling, and correct API/bandwidth provisioning, what are the historical peak concurrent user logins and peak transaction volumes (transactions per minute) recorded during the final hours of the big game tag application deadline and the launch of first-come, first-served (FCFS) tag programs?

During the final day of the application period, we have seen approximately 2,300 active user logins in 30 minute increments.

Activities outside of the final days of the BG application period are discussed with the licensing Vendor before to prepare for high activities of users.

49 WFLAVIN@SALESFORCE.COM Security Certification Requirements

Does NDOW require the hosting environment to hold a specific federal security certification, such as

FedRAMP Moderate or FedRAMP High? Additionally, is hosting on an authorized public sector cloud environment (such as Salesforce GovCloud) a formal requirement, or is standard commercial hosting compliant as long as stateside data residency and encryption requirements are met?

Standard commercial hosting is considered compliant so long as all

IT security and standards requirements are met.

50 WFLAVIN@SALESFORCE.COM Law Enforcement Compliance

Because the system integrates with criminal justice and law enforcement databases, does the State require the vendor and its hosting platform to sign the FBI Criminal Justice Information Services

(CJIS) Security Addendum and enforce CJIS-compliant background checks for all support personnel?

No.

51 WFLAVIN@SALESFORCE.COM Cloud Architecture Diagram

For a cloud-native Software-as-a-Service (SaaS) proposal where physical database and processing servers are fully abstracted, managed, and upgraded by the platform provider, will the State accept a logical cloud architecture and infrastructure services diagram detailing security and multi-tenant isolation in lieu of a physical server and hardware inventory list?

Yes.

52 WFLAVIN@SALESFORCE.COM Countertop Hardware Communication

Does NDOW expect the new system to communicate with countertop POS peripherals (signature pads, AAMVA barcode scanners, printers) via a local client-side application/driver, or is the State seeking a modern, browser-native integration directly within the cloud web interface?

NDOW is open to either solution.

53 WFLAVIN@SALESFORCE.COM Offline Field Capability

For the Law Enforcement field application's offline requirements, does the State expect a completely bespoke, native mobile app that periodically syncs with the central database, or is NDOW open to leveraging out-of-the-box Salesforce Mobile capabilities (such as Salesforce Mobile Briefcase) to prime offline licensing data onto wardens' mobile devices?

NDOW is open to either solution.

54 WFLAVIN@SALESFORCE.COM Omnichannel Telephony Integration

Is NDOW seeking a comprehensive Cloud Contact Center solution (encompassing telephony, IVR, routing, and CRM) provided by the bidder, or will the State provide its own telephony carrier/infrastructure, requiring the vendor to only perform Computer Telephony Integration (CTI) with the new CRM?

NDOW is seeking a comprehensive call center solution.

55 WFLAVIN@SALESFORCE.COM Source Code Escrow

For a commercial cloud/SaaS platform like Salesforce where the core system code is proprietary and managed globally by the platform provider, will the State modify the source code escrow requirement to apply exclusively to custom configurations, integration code, and custom applications developed specifically for NDOW by the implementation partner, rather than the core SaaS platform code itself?

Yes, modifications to the escrow requirement will be discussed during the contract negotiations.

56 WFLAVIN@SALESFORCE.COM Legacy Database Migration

To help the implementation partner accurately size the data migration effort for the 1.45M customer records, what is the current database engine of the legacy AMS system? Additionally, will NDOW provide a complete data dictionary and Entity Relationship Diagram (ERD) prior to the start of the migration phase?

The data contained in the current licensing system is owned by the state and will be made available at the time of extraction. It will not be made available prior to contract award.

57 WFLAVIN@SALESFORCE.COM Payment Gateway Mandate

Does NDOW or the State Treasurer currently have a mandated payment gateway and merchant processor that the system must integrate with, or is the vendor expected to propose and provide a payment gateway and merchant account as part of this bid?

The state utilizes Wells Fargo for merchant services and would require the Vendor to obtain a merchant service agreement with

Wells Fargo.

58 WFLAVIN@SALESFORCE.COM Accounting System Interface

Will the State provide the exact file specifications, schemas, and transmission protocols required for the daily accounting interface? Additionally, does the State's accounting system support real-time

API integrations, or is a flat-file batch export strictly required?

The State currently receives flat‑file batch exports for accounting reconciliation. Whether real‑time integration is supported would depend on the technical capabilities of both the State’s accounting system and our financial institution. The state's current platform

CORE.NV doesn't support API ingertations at this time.

59 WFLAVIN@SALESFORCE.COM Public Support Desk

Is the awarded vendor expected to provide direct, front-line Tier 1 telephone and email support to the general public (the 1.45 million end-consumers) for general portal use, or is the vendor help desk only responsible for Tier 2/3 technical escalation, while NDOW staff handles initial Tier 1 public inquiries?

NDOW staff will assist with the Teir 1 public inquires but the Vendor help desk is also responsible to assist.

60 WFLAVIN@SALESFORCE.COM Physical Fulfillment Operations

Is the awarded vendor expected to operate a physical warehousing and print-to-mail fulfillment operation to package and mail physical tags, decals, and promotional inserts directly to customers on-demand? Or is the vendor only responsible for providing the software solution that triggers print jobs to be fulfilled by NDOW staff or an existing third-party print shop?

The Vendor is responsible for the print-to-mail fulfillment operations.

61 WFLAVIN@SALESFORCE.COM Education Interface Integration

For online safety course completions, does the system need to establish real-time API integrations with national online education providers to automatically ingest course completions and unlock customer licensing privileges, or will completions be managed entirely through manual entry and direct customer uploads?

NDOW would like to establish a real-time API with national online education provideds but does not currently do so.

62 WFLAVIN@SALESFORCE.COM Project Budget Threshold

To assist bidders in aligning their proposed software licenses, professional services, and hardware configurations with the State's fiscal expectations, does the State have an estimated project budget, a maximum allocated funding threshold, or a target cost range that has been approved for the initial implementation and subsequent operations of this licensing system?

The state's budget for this project will be determined during contract negotiatioins.

63 SALES@COQUINATECH.COM Implementation Scope

Will the State permit the prime to rely on a subcontractor's references to satisfy the mandatory

"similar licensing/draw system" experience requirement, and if so, must that subcontractor be identified as a specific named entity in our proposal?

Yes, and yes.

64 SALES@COQUINATECH.COM Data Migration Please provide the estimated record counts and data sources (tables, file formats, total storage size) for historical license, vessel, and volunteer data that must be migrated into the new platform.

Approximately 2 million customer records that contain historical license, vessel and volunteer data.

65 SALES@COQUINATECH.COM POS Hardware Is NDOW expecting the vendor to purchase, configure, and ship all point-of-sale hardware to ~60 agent locations, or will the State procure hardware separately under a different contract?

NDOW is expecting the Vendor to provide all point-of-sale hardware to the agents and locations.

66 SALES@COQUINATECH.COM Call-Center Operations What are the minimum required service hours, expected annual call/e-mail/chat volumes, and language requirements for the vendor-supplied help desk?

8-5 PST, Monday through Friday. English required but NDOW would also like a Spanish option. About 3% of annual calls received select a

Spanish option. Call center volumes have been provided in a separate document.

67 SALES@COQUINATECH.COM Integrations

Beyond State banking/reconciliation, DMV, and eAgent, are there additional mandatory real-time interfaces (e.g., NIC payment gateway, GIS, LE tactical systems) the vendor must price and schedule?

Yes, HIP data is provided to the USFWS on a weekly basis for a portion of the year.

68 IKRAM Vendor compensation structure

Attachment 4.3.3 states that "each company participating in this RFP may have a different business model and method to deal with customer interactions," and requests a total combined contract amount for 2025 core business sales volumes. Please clarify how the State intends to compensate the awarded vendor: through direct payment from the Department, through vendor retention of transaction or processing fees collected from customers, through fees retained by license agents, or a combination. If the State will consider a model in which vendor compensation is derived from transaction fees rather than direct payment, please describe how such a proposal should be presented in the Cost Schedule so that it can be compared to fixed-price proposals on a consistent basis.

The state will compensate the Vendor directly through NDOW. The

Vendor may propose a compensation schedule based on how the

Vendor wishes to be compensated and by which standards. The

Vendor may provide an estimated price per transaction of a product for compensation within their proposal. Negotiations of this item will be determined during contract negotiatioins.

69 SHAWNK1 Attachments

Page 3, Section 4 of Licensing Services~1 reads, ""Attachments incorporated by reference. To be read and not returned." However, Attachment 4.1.2 for example, is asking for responses. Can you clarify if these items need to be addressed?

The responses requested in the attachments of the RFP should be incorporated within the bid sumbitted by Vendors. The attachments themselves may be kept and not returned.

70 SHAWNK1 Challenges

Please provide examples of the challenges experienced and/or improvements sought relating to the current licensing system from a customer, license agent, law enforcement, and administrative staff that you are looking to address with this RFP.

All improvements being sought have been listed and addressed throughout the attachments of the RFP.

71 SHAWNK1 Go-Live What is the estimated go-live date? 8/1/2027

72 SHAWNK1 Annual Cost What is the total annual cost to the Agency for the license agents, website, and call center channels?

The agency is not providing this information at this time. The state's budget for this project will be determined during contract negotiatioins.

73 SHAWNK1 Revenue Please provide the revenue generated from the license agents, website, and call center channels.

The revenue sum collected through the licensing system in 2025 equals $26,408,318

74 SHAWNK1 Fees Please provide the fee(s) paid to/retained by the current vendor/vendors per transaction in the most recent fiscal year for transactions processed in the license agent, website, and call center channels.

The agency is not providing this information at this time. The state's budget for this project will be determined during contract negotiatioins.

75 SHAWNK1 Call Center Volume Please provide monthly call center volumes for inbound calls in the last three years. Call center volume has been provided in separate documents.

76 SHAWNK1 Bankcard Processor With which bankcard processor does the Agency have an existing contract? Wells Fargo

77 SHAWNK1 Credit Card Fee What is the credit card processing fee? 2.50%

78 SHAWNK1 Incumbent Contract Please share a copy of the current contract with the incumbent vendor.

79 JUNVERZAGT

RFP Attachment 4.1.2 System, Technical, and Functional Requirements, Section

4.1.2.4.W

In Section 4.1.2.4.W of Attachment 4.1.2 System, Technical, and Functional Requirements the number of Draw tags, alternate tags, returned tags, FCFS tags, deferred tags, transferred tags and landowner tags totals to 29,372. In the cost sheet, Tags hunting is listed at 88,360. Could the

NDOW please clarify the number of tags issued in 2025 and which number vendors should use for their pricing?

Use the 29,372 as the number closest to the number of hunting tags issued in 2025. This number does not encompass every hunting tag category that is issued by NDOW.

80 JUNVERZAGT RFP Attachment 4.3.3 Cost Schedule

Are non-revenue transactions intended to be items that vendors are not compensated for? For example, the Cost Schedule lists 1,117 trapping licenses. Does the NDOW not expect those to be included in the awarded vendors pricing/billing? Or should the awarded vendor propose a per item pricing model?

The awarded Vendor should propose a price per their model.

81 JUNVERZAGT RFP Attachment 4.3.3 Cost Schedule

Should the vendor's pricing include all customer-paid fulfillment charges that would ultimately be retained by or remitted to the awarded vendor, such as optional shipping fees? If so, should these fulfillment charges be separately identified and included in the total combined contract amount based on the provided 2025 transaction volumes? What percentage should vendors apply to the transaction volumes to determine the quantity of shippings?

Vendors should incorporate any pricing or fulfillment item within their bid that they see fit. Pricing will be determined during contract negotiatioins.

82 JUNVERZAGT RFP Attachment 4.3.3 Cost Schedule

For transactions processed through the awarded vendor's online or other vendor-operated sales channels, will the vendor be considered a license agent and be eligible to receive the same commissions paid to registered in-person license agents? If so please clarify whether anticipated commission revenue should be reflected as an offset in their pricing.

The licensing vendor is eligible to receive the same commission paid to licensing agents. This reflection as an offset is up to the Vendor to incorporate within their bid.

83 JUNVERZAGT RFP Attachment 4.3.3 Cost Schedule

Regarding volume for special licenses and permits (SLAPS). Is this number provided to vendors in the cost schedule based on the number of SLAP applications received or the number of SLAP permits issued?

This number is SLAP permits issued.

84 JUNVERZAGT RFP Attachment 4.3.3 Cost Schedule If the answer to the previous question is SLAP permits issued, can the NDOW provide the number of SLAP applications received so that proposers may consider this for costing?

Less than 50 SLAP permits are received annually and result in not being issued or processed through the licensing system.

85 JUNVERZAGT RFP Attachment 4.3.3 Cost Schedule Are Vessels transactions inclusive of registrations, titles, and AIS Decals? If so, are Vendors able to provide a price schedule for each item type?

Vessel transactions are inclusive to registrations, titles and AIS decals. Vendors may provide a price schedule for each type.

86 JUNVERZAGT RFP Attachment 4.3.3 Cost Schedule If the answer to the previous question is yes, would the NDOW be able to share a breakdown of item type so that proposers may to provide a price schedule for each item type?

All item types can be found in the Product List attachment 4.1.6.

87 JUNVERZAGT

RFP Attachment 4.1.4 Software, State

Resources, State Requirements, Misc.;

Sections 4.1.4.6.N, and P

For a continuously updated platform, please confirm whether NDOW will accept secure electronic escrow deposits on a mutually agreed schedule, such as quarterly or following a material production release, rather than requiring a new deposit each time any version is made available to any Vendor customer under Section P.4. Please also confirm that escrow materials would be limited to the version necessary to support NDOW and would exclude other subscribers' data or configurations, production credentials, encryption keys, security secrets, and materials the Vendor is not legally permitted to transfer.

Escrow deposits on an agreed upon schedule would be acceptable.

88 KELSEY.HERSEY Contract Term The RFP contains an unresolved "# years" placeholder for the initial term, plus two one-year renewal options. Can the state clarify the total number of years for the initial term?

The initial term of the contract will be 4 years, plus two two-year renewal options.

89 KELSEY.HERSEY Incumbent Transition Assistance

Will the State require the incumbent vendor to provide transition assistance to the awarded Vendor, including data extracts, database documentation, interface specifications, data dictionaries, configuration information, historical files, and subject-matter support? If so, please describe the anticipated level and duration of incumbent support.

The state owns the data that is collected by the licensing system.

Data extracts and historical files will be provided by the incumbent vendor. Other assistance may be discussed at the time of contract award.

90 KELSEY.HERSEY Definition of 100% Accuracy

Attachment 4.1.2 requires historical data conversion with 100% accuracy. Please clarify how NDOW intends to measure and certify 100% conversion accuracy, including reconciliation methodology, acceptance criteria, allowable exceptions for corrupt or incomplete legacy records, and responsibility for correcting defects that exist in the source data.

Conversion accuracy will be validated through predefined metrics and a formal reconciliation process comparing source and target datasets. Allowable exceptions will be limited to legacy records that are corrupt or incomplete, and defects in source data will be documented and routed to the owning business area for correction.

91 KELSEY.HERSEY Implementation Date Conflict

The Goals, Objectives and Scope of Work states that implementation is to be completed by August

1, 2027, while Attachment 4.1.7 identifies Phase 1 implementation as occurring from August through

December 2027, including vessel registration and title sales beginning December 1, 2027. Please clarify what functionality is required to be production-ready by August 1, 2027.

All items listed in Phase 1 of the Implementation Timeline found in attachment 4.1.7 must be production ready by August 1, 2027.

92 KELSEY.HERSEY Parallel Operations / Cutover

Does NDOW anticipate operating the incumbent and new systems in parallel during any portion of implementation? If so, please identify the anticipated parallel-operation period and which transactions or programs would remain within the incumbent system during that period.

The anticipated contract award is Feburary 1, 2027. The current contract expires with the current licensing vendor on August 18, 2027. The incumbent system will continue to run from the time the contract is awarded to August 1, 2027.

93 KELSEY.HERSEY Incumbent Contract Expiration What is the expiration date of the current licensing-system contract, including any available extensions?

August 18, 2027.

94 JUNVERZAGT

RFP Attachment 4.1.1.7.G Gift

Cards/Promotional Codes; RFP

Attachment 4.3.3 Cost Schedule

May vendors propose a per item cost as it relates to gift certificates in their…