CTR078522_Contractor_Proposal_Response.pdf

Expedited Services for the Bureau of Vital Records

Executive Summary

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

Executive Summary A brief overview of the project as described in the Scope of Work (should not exceed two (2) pages).

For over three decades, LexisNexis VitalChek Network Inc. (LN VCN) has been the trusted partner to the Arizona Department of Health Services (ADHS), delivering secure, efficient vital records services to Arizona's constituents. Since establishing our partnership in 1993, LN VCN has continuously evolved our solutions to meet ADHS's expanding needs while maintaining the highest standards of security, accessibility, and customer service.

PROVEN IMPACT AND ONGOING INNOVATION

The current LN VCN system has transformed how Arizona residents access vital records:

• Enhanced Security – Protecting sensitive personal information through industry-leading security protocols

• Improved Convenience – Providing multiple access channels and expedited processing options

• Operational Efficiency – Reducing ADHS workload through automation and streamlined workflows

VALUE OF CONTINUITY

Selecting LN VCN for continued service ensures:

• Zero Disruption – Maintain uninterrupted service to Arizona constituents with no transition period or learning curve

• Preserved Investments – Leverage existing integrations with the ADHS Application Tracking System and VitalIQ (electronic issuance system, formerly known as DAVE)

• Institutional Knowledge – Benefit from our deep understanding of Arizona's specific requirements and workflows

• Established Relationships – Continue working with our dedicated team that has built strong rapport with ADHS staff

COMPREHENSIVE SOLUTION HIGHLIGHTS

Our proposal addresses all RFP requirements while offering unique advantages:

1. Unmatched Experience – As the largest third-party provider of vital records services, we bring pioneering expertise and industry-leading practices

2. Customized Approach – Solutions tailored specifically to ADHS's unique needs, not one-size-fits-all offerings

3. Technical Excellence – Robust infrastructure meeting all security and functionality requirements

4. Specialized Support – Dedicated personnel intimately familiar with ADHS operations

5. Innovation Pipeline – Ongoing development of new features to enhance constituent experience

VISION FOR THE FUTURE

Executive Summary the Bureau of Vital Records

Building on our successful partnership, LN VCN is committed to advancing ADHS's vital records services through:

• Continuous technology improvements aligned with evolving constituent expectations

• Enhanced data analytics capabilities for improved reporting and decision-making

• Expanded self-service options to further reduce administrative burden

• Ongoing compliance with changing regulatory requirements

As the vital records industry continues to evolve, LN VCN remains the partner best positioned to ensure ADHS maintains its leadership in providing secure, efficient, and accessible vital records services to Arizona residents.

Our proposal represents not just a continuation of services, but a pathway to new innovations that will benefit the State and its constituents for years to come.

Services for the Bureau of Vital Records

Legal Exceptions RFP No. BPM006618 |

Expedited Services for the Bureau of Vital Records

LexisNexis VitalChek Network Inc. Confidential Information Company employee resumes are trade secret information pursuant to Arizona Revised Statutes Section 44-401 and shall be exempt from public disclosure. Resumes shall be regarded as proprietary, privileged, and confidential information that, if disclosed to third parties, could cause competitive harm to LNRS.

Disclosure of resumes could also cause unwanted solicitations to our employees.

Roy Vasel <roy.vasel@azdhs.gov>

Confidential information excemption: Solicitation RFP006618 Expedited Services for the Bureau of Vital Records 5 messages

Roy Vasel <roy.vasel@azdhs.gov> Thu, Jul 17, 2025 at 8:05 AM To: FGehring@vitalchek.com Cc: Kristine Yaw <kristine.yaw@azdhs.gov>

Francine, Per our phone conversation, we are requesting if the Confidential information exemption for solicitation RFP BPM006618 Expedited Services for the Bureau of Vital Records could be removed if all the names were to be redacted.

The correlating offer documents are attached for your reference.

Respectfully, Roy Vasel, CPPO Procurement Specialist, Sr.

ARIZONA DEPARTMENT OF HEALTH SERVICES

150 N 18th Ave, Ste. 530 Phoenix, AZ, 85007 480.601.8224 www.azdhs.gov

2 attachments

LexisNexis_VitalChek_Network_Inc_-Confidential_Information.pdf 116K

LN-VCN_RFP_No._BPM006618_5.2.1.3.2_Job_Descriptions.pdf 190K

Roy Vasel <roy.vasel@azdhs.gov> Thu, Jul 17, 2025 at 8:59 AM To: FGehring@vitalchek.com Cc: Kristine Yaw <kristine.yaw@azdhs.gov>

Francine, I have created a document with redactions. Please advise if this is acceptable to replace your original submission of LN- VCN_RFP_No._BPM006618_5.2.1.3.2_Job_Descriptions.pdf.

Both documents are attached for comparison.

Respectfully, Roy Vasel, CPPO Procurement Specialist, Sr.

ARIZONA DEPARTMENT OF HEALTH SERVICES

150 N 18th Ave, Ste. 530 Phoenix, AZ, 85007 http://www.azdhs.gov/ https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=19818eb8920da8a2&attid=0.1&disp=attd&realattid=f_md7iuj3k0&safe=1&zw https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=19818eb8920da8a2&attid=0.1&disp=attd&realattid=f_md7iuj3k0&safe=1&zw https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=19818eb8920da8a2&attid=0.2&disp=attd&realattid=f_md7iupt51&safe=1&zw https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=19818eb8920da8a2&attid=0.2&disp=attd&realattid=f_md7iupt51&safe=1&zw

480.601.8224 www.azdhs.gov

[Quoted text hidden]

2 attachments

LN-VCN_RFP_No._BPM006618_5.2.1.3.2_Job_Descriptions.pdf 190K

LN-VCN_RFP_No._BPM006618_5.2.1.3.2_Job_Descriptions_Redacted.pdf 205K

Trently, Jacob (LNSSI-HBE) <Jacob.Trently@lnssi.com> Thu, Jul 17, 2025 at 9:10 AM To: "roy.vasel@azdhs.gov" <roy.vasel@azdhs.gov> Cc: "Gehring, Francine (RIS-HBE)" <FGehring@vitalchek.com>, "Dyer, Kelly (RIS-HBE)" <kdyer@vitalchek.com>

Hello Roy, I am a Capture Manager with LN VCN and was made aware of your inquiry.

Thank you for reaching out to us on the posting of the response attachments. I can confirm, the redaction of the names would suffice to address the confidential notation.

The only item that is needing redaction is the attached.

Thank you, Jacob Trently

Capture Manager

Government Markets

LexisNexis Special Services Inc.

Mobile: (443) 883-1457

Work: (202) 834-2264

Jacob.trently@LNSSI.com

CONFIDENTIALITY NOTICE: This communication with its contents may contain confidential and/or legally privileged information. It is solely for the use of the intended recipient(s). Unauthorized interception, review, use, or disclosure is prohibited and may violate applicable laws, including the Electronic Communications Privacy Act. If you are not the intended recipient, please contact the sender and destroy all copies of the communication.

CONFIDENTIALITY NOTICE: This communication with its contents may contain confidential and/or legally privileged information. It is solely for the use of the intended recipient(s). Unauthorized interception, review, use, or disclosure is prohibited and may violate applicable laws, including the Electronic Communications Privacy Act. If you are not the intended recipient, please contact the sender and destroy all copies of the communication.

From: Roy Vasel <roy.vasel@azdhs.gov> Sent: Thursday, July 17, 2025 10:06 AM To: Gehring, Francine (RIS-HBE) <FGehring@vitalchek.com> http://www.azdhs.gov/ https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=198191d272ed240f&attid=0.1&disp=attd&realattid=f_md7kskjr0&safe=1&zw https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=198191d272ed240f&attid=0.1&disp=attd&realattid=f_md7kskjr0&safe=1&zw https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=198191d272ed240f&attid=0.2&disp=attd&realattid=f_md7ksn2i1&safe=1&zw https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=198191d272ed240f&attid=0.2&disp=attd&realattid=f_md7ksn2i1&safe=1&zw mailto:Jacob.trently@LNSSI.com mailto:roy.vasel@azdhs.gov mailto:FGehring@vitalchek.com mailto:kristine.yaw@azdhs.gov

You don't often get email from roy.vasel@azdhs.gov. Learn why this is important

Cc: Kristine Yaw <kristine.yaw@azdhs.gov> Subject: Confidential information excemption: Solicitation RFP006618 Expedited Services for the Bureau of Vital Records

*** External email: use caution ***

[Quoted text hidden]

CONFIDENTIALITY NOTICE: This e-mail is the property of the Arizona Department of Health Services and contains information that may be PRIVILEGED, CONFIDENTIAL, or otherwise exempt from disclosure by applicable law. It is intended only for the person(s) to whom it is addressed. If you have received this communication in error, please do not retain or distribute it. Please notify the sender immediately by e-mail at the address shown above and delete the original message. Thank you.

The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message.

LN-VCN_RFP_No._BPM006618_5.2.1.3.2_Job_Descriptions.pdf 190K

Roy Vasel <roy.vasel@azdhs.gov> Thu, Jul 17, 2025 at 9:47 AM To: "Trently, Jacob (LNSSI-HBE)" <Jacob.Trently@lnssi.com> Cc: "Gehring, Francine (RIS-HBE)" <FGehring@vitalchek.com>, "Dyer, Kelly (RIS-HBE)" <kdyer@vitalchek.com>

Jacob, Attached is the redacted document. Will this work?

Respectfully, Roy Vasel, CPPO Procurement Specialist, Sr.

ARIZONA DEPARTMENT OF HEALTH SERVICES

150 N 18th Ave, Ste. 530 Phoenix, AZ, 85007 480.601.8224 www.azdhs.gov

[Quoted text hidden]

LN-VCN_RFP_No._BPM006618_5.2.1.3.2_Job_Descriptions_Redacted.pdf 205K

Trently, Jacob (LNSSI-HBE) <Jacob.Trently@lnssi.com> Thu, Jul 17, 2025 at 9:50 AM To: Roy Vasel <roy.vasel@azdhs.gov> Cc: "Gehring, Francine (RIS-HBE)" <FGehring@vitalchek.com>, "Dyer, Kelly (RIS-HBE)" <kdyer@vitalchek.com>

Hi Roy, mailto:roy.vasel@azdhs.gov https://aka.ms/LearnAboutSenderIdentification https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=198192741c3c8324&attid=0.1&disp=attd&safe=1&zw https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=198192741c3c8324&attid=0.1&disp=attd&safe=1&zw http://www.azdhs.gov/ https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=1981949215846e0e&attid=0.1&disp=attd&realattid=f_md7mipts0&safe=1&zw https://mail.google.com/mail/u/0/?ui=2&ik=80b6e3f858&view=att&th=1981949215846e0e&attid=0.1&disp=attd&realattid=f_md7mipts0&safe=1&zw

That is perfect, thank you for confirming.

Thanks, Jacob Trently

Capture Manager

Government Markets

LexisNexis Special Services Inc.

Mobile: (443) 883-1457

Work: (202) 834-2264

Jacob.trently@LNSSI.com

CONFIDENTIALITY NOTICE: This communication with its contents may contain confidential and/or legally privileged information. It is solely for the use of the intended recipient(s). Unauthorized interception, review, use, or disclosure is prohibited and may violate applicable laws, including the Electronic Communications Privacy Act. If you are not the intended recipient, please contact the sender and destroy all copies of the communication.

CONFIDENTIALITY NOTICE: This communication with its contents may contain confidential and/or legally privileged information. It is solely for the use of the intended recipient(s). Unauthorized interception, review, use, or disclosure is prohibited and may violate applicable laws, including the Electronic Communications Privacy Act. If you are not the intended recipient, please contact the sender and destroy all copies of the communication.

From: Roy Vasel <roy.vasel@azdhs.gov> Sent: Thursday, July 17, 2025 12:48 PM To: Trently, Jacob (LNSSI-HBE) <Jacob.Trently@lnssi.com> Cc: Gehring, Francine (RIS-HBE) <FGehring@vitalchek.com>; Dyer, Kelly (RIS-HBE) <kdyer@vitalchek.com> Subject: Re: Confidential information excemption: Solicitation RFP006618 Expedited Services for the Bureau of Vital Records

Warning - External Email (Use Caution)

[Quoted text hidden] mailto:Jacob.trently@LNSSI.com mailto:roy.vasel@azdhs.gov mailto:Jacob.Trently@lnssi.com mailto:FGehring@vitalchek.com mailto:kdyer@vitalchek.com

Resumes or Job Descriptions

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

5.2.1.3.2 Provide resumes or job descriptions for

the Project manager and Staff members Please Note:

LexisNexis VitalChek Network Inc.'s (LN VCN) staffing approach provides ADHS with experienced, qualified personnel who are already familiar with Arizona's vital records processes and requirements. As the incumbent provider, our team offers the significant advantage of established institutional knowledge and operational expertise, eliminating the learning curve and transition challenges associated with new vendor implementation.

Our Project Manager and Team Lead have direct experience supporting ADHS, while our on-site staff have demonstrated reliability and performance excellence throughout our existing partnership. This staffing continuity ensures uninterrupted, high-quality service for ADHS and Arizona constituents from day one of the new contract period.

Project Manager, and Team Lead (Account Management), will manage any technical and day-to-day needs as they arise. Their credentials and detailed responsibilities have been provided in the section below.

The key personnel listed below are responsible for the overall operations and services necessary to serve ADHS effectively.

– Chief Executive Officer is Chief Executive Officer for LexisNexis Special Services Inc. (LNSSI) and is an authorized signatory for LexisNexis VitalChek Network Inc. In this capacity, he oversees government strategic business activities concerning all customer operations, sales, marketing, communications, consulting, corporate development, and ecosystem activities. His commitment to customers’ needs has empowered our company to develop market leading solutions that have enabled customers to stop fraud, catch criminals, and enable equitable access to digital government.

– Vice President is a senior leader with more than 35 years of experience in executive management and overseeing sales and marketing teams with the last 30 dedicated to the vital records industry.

• Vital Records experience: 30 years

Employee Title Chief Executive Officer

Vice President Sr. Director Software Engineering

Director Software Engineering Manager Software Engineering

Director Security Team Lead (Account and Customer

Relations Management) Project Manager

Director Customer Operations Manager – Customer Operations Vital Records Specialist (Onsite)

Vital Records Specialist (Onsite)

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

• Education: Case Western University, Cleveland, OH; Juris Doctorate; Northwestern University, Evanston, IL; Bachelor of Arts

• Professional History:

o 1993 – Present: LexisNexis VitalChek Network Inc., Franklin, TN; Vice President

– Sr. Director of Software Engineering has over 20 years of experience operating large-scale software services. He leads all aspects of our IT department including security, infrastructure, software and system development, quality assurance, project management, technical support and maintenance.

• Vital Records experience: 14 years

• Education: University of Texas, Austin, TX; Master of Business Administration; University of Illinois, Champaign, IL; Bachelor of Finance

• Professional History:

o 2007 – Present: LexisNexis VitalChek Network Inc., Franklin, TN; Chief Information Officer o 2001 – 2007: Serve CIS; Principal

– Director Software Engineering has over 30 years of experience in Information Technology with a strong background in DB2, Oracle and deep experience building web-based application using Java and various open source technologies. As a team leader, his main responsibilities include providing the architectural roadmap for the vital record business, refining business requirements into viable components and performing several senior roles for architectural development.

• Vital Records experience: 13 years

• Education: University of Tennessee, Knoxville, TN; Bachelor of Science; Nashville State Technical

Institute, Nashville, TN; Associate of Science

• Professional History:

o 2007 – Present: LexisNexis VitalChek Network Inc., Franklin, TN; Director Software Engineering o 2006 – 2007: Shop at Home TN, LLC, Nashville, TN; Architect and Java Development Team

Leader o 2003 – 2006: Global Exchange Services, Brentwood, TN; Sr. Product Architect, Hosted Data

Sync Solutions

– Manager Software Engineering has over 25 years of experience as a programmer analyst in all phases of the project lifecycle and was a major contributor to the LN VCN Product Suite conception and development team. Technical skills include C++, Java, Visual Basic, C#, ASP.NET, MS-Access, SQL. SQL Server, Oracle, ODBC, ADO/DAO, ActiveX, OLE/COM, XML, XSLT, HTML, Perl, TCL, JavaScript, J2EE, EJB3, JSP, Servlets, Eclipse RCP, Windows, Unix.

• Vital Records experience: 17 years

• Education: Middle Tennessee State University, Murfreesboro, TN; Master of Science o 2003 – Present: LexisNexis VitalChek Network Inc., Franklin, TN; Manager Software Engineering

– Director of Security has over 40 years of banking and information technology experience. With in-house experience in systems and network administration and compliance management, her main responsibilities include security, compliance, regulatory and technical support. She oversees and leads over 17 stringent internal and external audits annually.

• Education: Nashville State Technical Institute, Nashville, TN o 2001 – Present: LexisNexis VitalChek Network Inc., Franklin, TN; Director of Security

– Team Lead, Account Management and Customer Relations is an accomplished Account Management professional with over 11 years of experience in vital records and 15 years in government service delivery and client relationship management. She specializes in vital

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records records services and has demonstrated exceptional skill in coordinating operational resources to meet agency needs. expertise in vital records processing, combined with her strong customer service orientation, enables her to effectively support government partners in achieving their constituent service objectives.

• Vital Records experience: 11 years

• Education: University of San Francisco, San Francisco, CA o BA Business Communications and Marketing 2007

• Professional History:

o 2014 – Present: LexisNexis VitalChek Network Inc., Franklin, TN; Strategic Account Manager o 2007 – 2014 Granicus Inc., San Francisco, CA

– Project Manager has over 20 years of experience in vital records technology implementation and support. He brings extensive expertise in managing technical projects for government agencies, with a specialized focus on vital records systems integration and enhancement. has successfully overseen numerous technical initiatives for state vital records offices, ensuring seamless system operations and continuous service improvement.

• Vital Records experience: 20 years o 2005 – Present: LexisNexis VitalChek Network Inc., Customer Relationship Manager

– Director Customer Operations has experience managing large and small call centers in the catalog retail and communications service industry. She currently manages all aspects of LN VCN’s two call centers. Additionally, she leads the project team for telephony software and services.

• Vital Records experience: 14 years

• Education: Western Kentucky University, Bowling Green, KY; Bachelor of Arts

• Professional History:

o 2006 – Present: LexisNexis VitalChek Network Inc., Franklin, TN; Director Customer Operations o 2004 – 2006: Comcast, Nashville, TN; Bilingual Customer Service Supervisor

– Customer Operations Manager is a dedicated Customer Operations Manager with more than 5 years of experience in vital records service delivery. He specializes in operational efficiency, team development, and customer satisfaction for government partnerships. hands-on approach and commitment to excellence ensure consistent, high-quality service for Arizona constituents.

RESPONSIBILITIES FOR ADHS CONTRACT

• Directly supervises LN VCN's on-site staff at the Arizona Department of Health Services

• Manages resolution of complex constituent issues that require escalation

• Ensures LN VCN's customer service team maintains comprehensive knowledge of Arizona eligibility rules and processes

• Conducts regular training and performance evaluations for Arizona-focused personnel

• Implements quality assurance measures to maintain service excellence

• Serves as liaison between on-site operations and LN VCN management

– Vital Records Specialist (Onsite) is a Field Agent responsible for processing vital records onsite and our primary for Rapid Service orders. She is on the frontline of our processes, contributing to making them more efficient and ensuring SLAs are met. has previous experience working in a vital records office as well as over 8 years in varying customer service roles.

• Professional History:

o LN VCN Field Agent: 01/24 – Present o Customer Service Representative II

Bureau of Vital Records: 08/22 – 01/24 o Travel Clerk III

Chenega Corporation: 01/17 – 02/22

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

– Vital Records Specialist (Onsite) is a Field Agent responsible for processing vital records onsite and our primary for non-Rapid Service orders. He is on the frontline of our processes, contributing to making them more efficient and ensuring SLAs are met. has a customer service background with the Arizona Department of Health and active in the Army National Guard.

• Professional History:

o LN VCN Field Agent: 10/24 – Present o Customer Service Representative

Arizona Department of Health Services: 03/22 – 10/24 o Army National Guard

Arizona National Guard: 03/18 – Present

5.2.1.3.3 Provide narrative describing any performance deficiencies, notices to cure, failure to perform, termination for cause or default within the past three (3) years or for each year less than three (3) if the Offeror has not provided services from that duration. The information for this section is to be provided for the Offeror as currently constituted; any predecessor companies (including any companies the Offeror has acquired); any parent, subsidiary or other affiliated companies. The ADHS may contact any entity listed for the purpose of obtaining references relative to past performances and, if necessary, the Offeror shall sign a release to obtain information.

LN VCN is not aware of any performance deficiencies, notices to cure, failure to perform, termination for cause or default during the past three years. LN VCN has maintained an exemplary performance record throughout our service to government agencies. Within the past three (3) years, LN VCN has received no performance deficiencies, notices to cure, failures to perform, terminations for cause, or defaults on any of our contracts.

LN VCN services thousands of private-sector, government, academic and law enforcement organizations worldwide, with numerous contracts beginning and ending on a regular basis each week. From time to time, clients may terminate contracts for a variety of reasons, including for convenience, bankruptcy, or non-allocation of funds. The details of those circumstances are confidential in nature due to our clients’ privacy concerns, and disclosing a complete listing of circumstances for all such clients would be administratively impractical.

Please note: EO 11246 has been revoked (listed in Attachment A).

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

Experience and Expertise

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

6.3 Experience and Expertise

5.2.1.3.1 Provide a description of Offeror’s experience and expertise regarding the services offered, company history, location, types of services provided that demonstrates reliable past performance with similar services provided in the last three (3) years. Describe how the Offeror built on this experience to improve the process and outcomes. Provide the number of full and part-time employees that will support this Contract. The ADHS may not be used as the only example of prior projects; other examples of similar projects need to be included.

Company History and Background LexisNexis VitalChek Network Inc. (LN VCN) has been the pioneer and industry leader in vital records services since 1987. (Federal Tax Identification number – 621365614.) For over 38 years, we have specialized exclusively in providing secure, efficient solutions for vital records ordering and payment processing for government agencies. Our dedication to this specialized field has enabled us to develop unparalleled expertise in the unique requirements, regulations, and security considerations of vital records management.

LN VCN is the largest third-party provider of vital record application processing and payment services in the United States. Our experience includes partnerships with more than 475 vital records agencies in 47 states, Washington D.C., Puerto Rico, and American Samoa.

Headquartered in Franklin, Tennessee, with a secondary customer support center in El Paso, Texas, LN VCN maintains the scale and infrastructure necessary to serve government agencies nationwide while providing localized support for each jurisdiction we serve. Our team consists of 210 professionals dedicated to government ordering and payment processing solutions, with an impressive average tenure of 14 years. This highly capable and diverse team includes project managers, industry business analysts, account managers, software engineers, customer support specialists, technical support staff, and security personnel.

Our VitalChek.com platform receives over 10 million visitors annually, and our identity authentication services are the most widely accepted and utilized across the vital records industry. Additionally, our Vital Records Management System, VitalIQ, offers state agencies electronic database solutions for vital record events, including Electronic Birth Registration Systems, Electronic Death Registration Systems (including Fetal Death and Involuntary Termination of Pregnancy), and Marriage and Divorce modules.

LN VCN has partnered with the Arizona Department of Health Services (ADHS) for more than 30 years to provide expedited vital records services to Arizona constituents. Our comprehensive service platform includes online, phone, and in-person ordering and payment capabilities, along with the Electronic Death Registration and Issuance System VitalIQ (formerly DAVE). Our LN VCN services create operational efficiencies while enhancing security and data integrity across all vital records processes. As we respond to this Request for Proposal, we do so not simply as a vendor, but as a committed partner with deep institutional knowledge of Arizona's specific requirements. We truly value our longstanding relationship with ADHS and look forward to continuing our collaboration to serve Arizona constituents with the highest levels of security, efficiency, and customer satisfaction.

Industry Pioneering Innovations Over the last 38 years, LN VCN has developed numerous innovations that have added significant value to the speed, efficiency, and security with which vital records requests are processed. Our vision and understanding of the direction of the industry and our anticipation of agency and consumer needs have driven us to consistently introduce new technologies and processes that have become industry standards.

LN VCN has been the first company to:

• Develop a computer-based, telephone and payment system for the processing of remote vital record requests

• Provide a customer-facing website for expedited ordering of vital records

• Provide third-party interactive voice response (IVR) certificate ordering and request processing

• Provide live call center vital record ordering services

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

• Integrate remote ordering systems into vital record agency enterprise fulfillment and accounting systems

• Implement sophisticated identity verification services to provide the highest levels of confidence in applicant identity

• Develop a kiosk product for electronic ordering at vital record agencies

• Develop a portal for funeral directors to order death certificates, burial permits, and transit permits

• Develop an online amendments portal for individuals to amend vital records

• Provide mailroom services to process vital record requests mailed to agencies

• Offer 24/7/365 agency and consumer support through bilingual call centers

• Create a portal for new mothers to immediately order newborn birth records

• Develop and implement a completely web-based Electronic Death Registration System (EDRS)

• Develop Electronic Birth Registration System (EBRS) and EDRS specifically meeting NAPHSIS Use

Cases

• Guarantee same-day payment for all agency-collected funds while providing all hardware, software, and supplies at no cost to the vital records agency

Customer Experience Washington State Department of Health LN VCN serves as Washington's vital records processing partner, establishing a robust relationship that has yielded significant innovations. Key achievements include:

• Implementation of specialized electronic identity verification protocols aligned with Washington's eligibility and entitlement rules

• Development of integrated solutions and establishment of secure information exchange with Washington's WHALES (Washington Health And Life Events System)

Through this partnership, we have developed advanced capabilities in electronic systems integration and progressive policy implementation—expertise that directly benefits all our government partners, including ADHS.

Oregon Health Authority Center for Health Statistics Our partnership with Oregon has provided valuable experience in implementing innovative approaches to vital records management. We provide Oregon with multiple service channels to meet diverse constituent needs:

• Online Ordering with Identity Verification: Secure web-based ordering platform with sophisticated identity verification protocols to prevent fraud while ensuring legitimate access

• In-Person Electronic Applications Kiosks: for convenient walk-in service with electronic application submission

• Call Center Ordering: Toll-free service with trained representatives assisting Oregon constituents with vital records requests

• VitalIQ System Implementation: Deployment of our advanced VitalIQ vital records management system for streamlined processing and improved data management

Through this multifaceted approach, we process approximately 350,000 vital records requests annually for Oregon, supporting their vital records operations through a combination of consumer-facing services and back-end technological solutions. This experience has enhanced our ability to deliver integrated, multi-channel vital records solutions—expertise that benefits Arizona through expanded service options and streamlined constituent access.

Missouri Department of Health and Senior Services LN VCN serves as Missouri's trusted vital records partner, developing significant expertise in:

• Implementation of Missouri's multi-tiered identity verification framework

• Integration with Missouri's electronic vital records systems across multiple technology generations

• Creation of specialized rural service delivery models addressing Missouri's geographic diversity

• Development of custom system interfaces supporting Missouri's unique county recorder requirements

• Supporting both state central registry and local issuance operations

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

Through this partnership, we have refined our approach to serving diverse geographic populations while maintaining consistent service standards—expertise that ensures Arizona constituents receive equitable access to vital records services regardless of location.

Process Improvements Based on Experience LN VCN continuously leverages our broad experience to enhance our services for all government partners, including ADHS. Specific improvements implemented based on our experience include:

Customer Satisfaction

• Increased customer satisfaction scores from 84% to 93% over the past three years Security and Compliance

• Reduced fraudulent order attempts by 47% through enhanced verification procedures

• Achieved 100% compliance with all regulatory requirements in annual audits

• Implemented advanced security measures ahead of industry standards

Operational Performance

• Maintained 99.99% system uptime throughout the previous contract period

These measurable improvements demonstrate LN VCN's commitment to continuous enhancement and our ability to translate experience into tangible benefits for ADHS and Arizona constituents.

Staffing Resources LN VCN will dedicate substantial resources from our team of 210 professionals to ensure exceptional service delivery for ADHS. Our staff's impressive average tenure of 14 years demonstrates the stability and expertise we bring to vital records processing.

On-Site Personnel

• Two (2) full-time on-site staff members dedicated exclusively to ADHS operations Remote Support Team

• Four (4) dedicated account representatives with specialized training in Arizona vital records

• Two (2) technical support specialists for systems maintenance and troubleshooting

• One (1) project management professional for ongoing service enhancement

Executive Oversight

• One (1) account director with overall responsibility for ADHS relationship

• One (1) operations director overseeing service delivery

• One (1) project manager managing systems and performance

Additional Support Resources

• 24/7/365 bilingual customer service centers in Franklin, TN and El Paso, TX with dedicated representatives

• Technical operations center with experienced IT professionals

• Security operations team with specialized vital records security expertise

• Quality assurance department with dedicated analysts

This staffing structure ensures that ADHS receives dedicated support from specialists familiar with Arizona requirements while also benefiting from LN VCN's broader expertise and resources, developed through our work with government agencies nationwide.

Conclusion LN VCN's 38 years of specialized experience in vital records services, including our 30-year partnership with ADHS, has created unparalleled expertise in this critical government function. As the largest third-party provider of vital record application processing and payment services in the United States, our extensive network of partnerships provides a valuable knowledge base that informs our continuous improvement initiatives, resulting in measurable enhancements to security, efficiency, and constituent satisfaction.

Our team of 210 professionals, with an impressive average tenure of 14 years, brings exceptional stability and expertise to vital records processing. This dedicated staffing resource, combined with our proven track record of

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records reliable performance and industry innovations, positions LN VCN as the best equipped partner to continue providing exceptional vital records services to ADHS and your constituents.

We value our longstanding relationship with ADHS, and our broader experience across numerous jurisdictions enables us to bring best practices and innovative solutions that continuously enhance the vital records request process for Arizona constituents. Our commitment to same-day payment for all agency-collected funds, while providing all hardware, software, and supplies at no cost to ADHS, further demonstrates our dedication to being a true partner.

Method of Approach

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

5.2.1.4 Method of Approach

5.2.1.4.1. The Offeror shall prepare and submit a written narrative describing the method of approach that will be used to provide the services as listed within the scope of service addressing each outlined requirement and task.

Narrative response should be numbered in accordance with each requirement and task. When appropriate, provide the Method of Approach that includes a chronology; provide a detailed schedule of tasks and subtasks to be accomplished and continuing until the task and/or subtasks are completed, and provide start and end dates or time periods for tasks and subtasks as appropriate for performance.

5.2.1.4.1.1. Requirements, Sections Four (4), as described in the Scope of Work The Contractor shall provide the following:

4.1. Provide two (2) on-site Contractor staff members to BVR for the processing of the approved orders.

LexisNexis VitalChek Network Inc. (LN VCN) will provide two (2) dedicated on-site staff members to the Bureau of Vital Records (BVR) for the processing of approved orders. These experienced professionals will be exclusively assigned to Arizona Department of Health Services (ADHS) operations, ensuring timely fulfillment of all expedited vital records requests.

As the incumbent provider, LN VCN offers the significant advantage of staff who are already familiar with ADHS systems and procedures, allowing for immediate productivity without training delays or learning curves. Our on-site personnel will prioritize LN VCN orders and, upon completion of these tasks, will be available to assist with other BVR responsibilities as directed by ADHS.

4.2. Identify a Project Manager who shall be the primary contact person for the ADHS BVR.

LN VCN will assign a dedicated Project Manager who will serve as the primary contact person for the ADHS BVR.

This individual will have full responsibility for:

• Daily Operations Oversight: Managing all aspects of service delivery to ADHS

• Primary Point of Contact: Serving as the main liaison between LN VCN and ADHS BVR

• Issue Resolution: Coordinating timely responses to any operational concerns

• Performance Reporting: Providing regular updates on service metrics and system performance

• Change Management: Overseeing implementation of all system enhancements and modifications

The assigned Project Manager will possess the following qualifications to ensure optimal service delivery:

• Industry Expertise: Minimum of 5+ years experience in vital records management

• Technical Background: Strong understanding of vital records systems and technologies

• Government Partnership Experience: Proven track record working with state agencies

• Communication Skills: Excellence in stakeholder management and relationship building

To ensure comprehensive support and continuity, LN VCN will implement a multi-level contact structure:

• Primary Contact: Dedicated Project Manager available during normal business hours (8:00 AM - 5:00 PM MST, Monday-Friday)

• Secondary Contact: Account Manager available for escalations or when Project Manager is unavailable

• After-Hours Support: Designated on-call personnel for urgent after-hours issues

• Executive Sponsorship: Senior LN VCN executive assigned to oversee the ADHS relationship

Communication Protocols and Availability LN VCN's Project Manager will adhere to the following communication standards:

• Availability: Direct phone and email access during business hours with same-day response guarantee

• Regular Meetings: Weekly operational check-ins and monthly performance reviews

• Status Reporting: Reports on system performance and order processing

• Escalation Procedures: Clearly defined protocols for urgent issues

• Documentation: Comprehensive record-keeping of all communications and decisions the Bureau of Vital Records

LN VCN's project management approach offers unique advantages to ADHS BVR:

• Institutional Knowledge: Our Project Manager's familiarity with Arizona's specific requirements minimizes learning curve

• Continuity of Service: Seamless transition from current operations to new contract

• Industry Network: Access to LN VCN's extensive network of vital records professionals and best practices

• Technology Roadmap Influence: Direct channel for ADHS input into LN VCN's product development priorities

• Innovation Pipeline: Early visibility into emerging technologies and industry trends

LN VCN's commitment to providing both a dedicated Project Manager and Account Manager demonstrates our investment in a successful partnership with ADHS BVR. This dual-support approach ensures comprehensive coverage, expert guidance, and strategic alignment that exceeds basic requirements while maintaining clear lines of responsibility and communication.

4.3. All equipment necessary to perform the services included in this Contract, including but not limited to:

4.3.1. Computers and monitors.

4.3.2. Modems.

4.3.3. Telephones.

4.3.4. Fax machines.

4.3.5. Printers.

4.3.6. Copiers.

LN VCN commits to providing, maintaining, and supporting all equipment necessary to perform the services outlined in this RFP. Our comprehensive equipment provision strategy ensures that on-site staff have reliable, secure, and high-performance tools to efficiently process vital records orders without burdening ADHS resources.

4.3.7. File server maintained on Contractor’s server.

The file server will be hosted in a LN VCN on-prem data center (primary) and LN VCN Azure tenant within the CONUS (disaster recovery).

4.3.7.1. Meet the minimum security requirements in accordance with Addendum A to the Special Terms and Conditions: Warranties and Requirements Related to Arizona Information Security Statewide Policies, Standards, and Procedures.

LN VCN ensures compliance with the minimum security requirements outlined in Addendum A to the Special Terms and Conditions, specifically those related to Arizona Information Security Statewide Policies, Standards, and Procedures.

a. Security Requirements Compliance:

We adhere to the Arizona Statewide Information Security Policies and Standards by implementing controls that align with the Arizona Department of Administration’s Enterprise Security Program. This includes, but is not limited to:

• Access control and user authentication protocols

• Encryption of sensitive data at rest and in transit

• Regular vulnerability assessments and patch management

• Incident response planning and reporting procedures

b. Contractual Integration:

These requirements are explicitly referenced in our acquisition contracts through standardized contract language, ensuring that all vendors and service providers are contractually obligated to meet the same security standards.

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

c. Oversight and Documentation:

We maintain documentation of compliance activities and audit trails, and we conduct periodic reviews to ensure continued alignment with Arizona’s statewide security framework.

d. Updates and Monitoring:

Our security policies are reviewed and updated annually or as required by changes in the Arizona Information Security Program. We monitor for updates to Addendum A and adjust our practices accordingly.

4.3.8. Software for processing orders and tracking sales. (There are no requirements for specific equipment).

LN VCN will provide all necessary software for processing orders and tracking sales throughout the duration of the contracted period of performance. Our comprehensive software solution offers a robust, secure, and flexible platform specifically tailored to vital records management requirements and ADHS operational needs.

Core Software Platform LN VCN's proprietary order processing and sales tracking platform includes:

• VitalChek Product Suite (VPS): designed specifically for vital records processing

• VitalIQ Integration: Seamless connection with Arizona's vital records system (formerly DAVE)

• Secure Payment Processing: PCI DSS Level 1 compliant transaction handling

• Reporting: Comprehensive reporting and analytics capabilities

Key Software Capabilities

1. Order Intake and Processing

• Multi-Channel Order Capture:

o Online ordering o Phone order entry through secure interface o In-person order processing at counter locations

• Intelligent Workflow Management:

o Automated routing based on order type and priority o Customizable approval workflows aligned with ADHS processes o Real-time status tracking throughout fulfillment process o Rule-based exception handling and escalation

• Document Management:

o Secure storage of all order documentation o Automated document classification and indexing o Version control and audit history o Retention policy enforcement

2. Financial Tracking and Reconciliation

• Comprehensive Sales Management:

o Real-time transaction monitoring and recording o Detailed financial tracking by order type, payment method, and service level o Automated fee calculation based on ADHS rate structure

• Financial Reconciliation Tools:

o Automated daily reconciliation processes o Detailed audit trails for all financial transactions o Customized financial reporting aligned with ADHS requirements

• Payment Processing Features:

o Support for all major credit/debit cards, ACH, and electronic check payments o Automated fraud detection and prevention mechanisms o Refund and adjustment processing with appropriate controls o Chargeback management and dispute resolution

RFP No. BPM006618 | Expedited Services for the Bureau of Vital Records

3. Integration Capabilities

• ADHS System Integration:

o Seamless connection with Arizona's Application Tracking System (ATS) o Real-time data synchronization with VitalIQ/DAVE o API-based interfaces with other ADHS systems as required o Flexible integration architecture for future system connectivity

Software Security Features

• Access Controls:

o Role-based permissions with principle of least privilege o Session management with automatic timeouts o Comprehensive user activity logging

• Data Protection:

o End-to-end encryption for all sensitive data o Field-level encryption for PII elements o Tokenization of payment information o Data loss prevention controls

• Application Security:

o Secure development lifecycle practices o Regular code reviews and security testing o Vulnerability scanning and remediation o Third-party penetration testing

Value-Added Benefits Our software solution offers unique advantages that extend beyond basic requirements:

• Continuity of Service: As the incumbent provider, we offer uninterrupted system operation with no transition period

• Institutional Knowledge: Deep understanding of Arizona-specific processes and requirements encoded in system configuration

• Proven Performance: Demonstrated reliability and security through our existing partnership

• Innovation Pipeline: Access to LN VCN's continuous improvement initiatives and new feature developments

• Scalable Architecture: Ability to accommodate growing transaction volumes and evolving requirements

LN VCN's comprehensive software solution represents the culmination of decades of industry experience and close collaboration with ADHS. Our platform delivers reliable, secure, and efficient order processing and sales tracking capabilities specifically optimized for Arizona's vital records operations, with ongoing enhancement and support throughout the contract period.

4.4. Telephone service, including a toll-free number for customers during normal business hours, Monday through Friday, 8:00 am – 5:00 pm. Excluding state holidays (see Exhibit two (2)). Available at time of award.

LN VCN provides a dedicated toll-free phone number at no cost to the ADHS, which connects to our secure call centers. This comprehensive telephone service exceeds the requirements specified in the RFP and offers Arizona constituents reliable, professional assistance for all vital records needs.

Toll-Free Service Overview

• Dedicated Arizona Toll-Free Line: Custom telephone number exclusively for Arizona vital records services

• Immediate Availability: Existing service will continue uninterrupted upon contract award

• Extended Service Hours: While the RFP requires coverage during normal business hours (Monday through Friday, 8:00 am – 5:00 pm, excluding state holidays), LN VCN provides 24/7/365 coverage at no additional cost

• Published Access: Toll-free number prominently displayed on the Arizona-specific section of VitalChek.com and all customer communications

Call Center Infrastructure and Technology LN VCN employs enterprise-grade telecommunications technology to ensure exceptional service quality:

• Avaya Call Management System: Industry-leading call center technology with advanced routing capabilities

• Intelligent Call Distribution: Automated routing based on agent skills and expertise

• Real-Time Monitoring: Continuous oversight of call metrics including wait times and service levels

• Call Recording: Secure recording of interactions for quality assurance and training (with appropriate disclosures)

• Redundant Systems: Geographically distributed call centers with automated failover

• Disaster Recovery: Comprehensive business continuity planning to ensure uninterrupted service

Service Capabilities and Features Our toll-free telephone service provides comprehensive support for all constituent needs:

• New Order Placement: Complete order entry capabilities for all vital record types

• Order Status Inquiries: Real-time access to tracking information from inception through delivery

• Issue Resolution: Handling of shipping errors, billing problems, and delivery questions

• General Information: Answers to…