ESBD_394762_1739204688308_RFP# 608-25-57034 Digital License Plates.docx

TEXAS DEPARTMENT OF MOTOR VEHICLES

FINANCE AND OPERATIONS DIVISION - PURCHASING SECTION

4000 JACKSON AVENUE

AUSTIN, TEXAS 78731

EMAIL: MANDY.DRISKILL@TXDMV.GOV

REQUEST FOR PROPOSALS

FOR

DIGITAL LICENSE PLATE SERVICES

RFP NO. 608-25-57034

NIGP CLASS/ITEM CODE(S): 570-34

Schedule of Events

HUB Subcontracting Plan Courtesy Review (Encouraged but Not Required) February 24, 2025, at 4:00 p.m. Central Time

Solicitation DocumentsRESPONSES RECEIVED THAT ARE MISSING REQUIRED INFORMATION AND DOCUMENTATION, UNSIGNED, OR AFTER THE DUE DATE AND TIME STATED HEREIN, WILL NOT BE EVALUATED

This Request for Proposals (“RFP”);

Attachment A: TxDMV Respondent’s Preferences, Affirmations, and Solicitation Acceptance;

Attachment B: TxDMV Contract Affirmations;

Attachment C: TxDMV Contract Terms and Conditions;

Attachment D: Evaluation Criteria;

Attachment E: HUB Subcontracting Plan Form;

Attachment F: HUB Subcontracting Plan Instructions;

Attachment G: Disclosure of Potential Conflicts of Interest Form;

Attachment H: General Insurance Requirements;

Attachment I: References Form;

Attachment J: Digital License Plate Knowledge Transfer Template;

Attachment K: Information Security Requirements;

Attachment L: Service Level Agreement;

Attachment M: Information Resources Security Compliance & Confidentiality Agreement; and Attachment N: Required Reports.

Table of Contents

Key Definitions

In this Solicitation, any resulting Contract, and any submitted Response, the following terms and acronyms have the meanings set forth below, unless the context clearly indicates otherwise. All other terms and acronyms have their ordinary and common meaning.

Refer to Attachment C, TxDMV Contract Terms and Conditions; Texas Transportation Code, Section 504.151; and Title 43, Texas Administrative Code, Section 217.22, for additional definitions.

$100,000.00 or more, where TxDMV has determined subcontracting opportunities are probable pursuant to Section 2161.252 of the Texas Government Code. The HSP subsequently becomes a provision of any Contract awarded to a Contractor under this Solicitation, if any, and will be monitored for compliance by TxDMV during the term of the Contract.

https://www.txsmartbuy.com/vpts.

Objective and Background

Objective

The Texas Department of Motor Vehicles (“TxDMV”) is requesting proposals from Digital License Plate (“DLP”) vendors to provide DLPs in accordance with the requirements stated in this Request for Proposals (“RFP”). A DLP is an electronic device that is designed to display information included on a Metal License Plate. The DLP is placed and displays information on the rear of a vehicle, in lieu of a Metal License Plate.

Eligible vendors include DLP providers that can meet the requirements and obligations identified in this RFP.

Background

TxDMV is a dynamic State agency dedicated to customer service, consumer protection, and the success of motor vehicle-related industries, and is established in accordance with Chapter 1001 of the Texas Transportation Code. The stated mission of the agency is “to serve, protect and advance the citizens and industries in the State with quality motor vehicle related services.” For more information about TxDMV and its divisions, please visit https://www.txdmv.gov.

Texas Transportation Code, Chapter 504, Subchapter B-1 (Digital License Plates) requires the TxDMV Board to adopt rules as necessary to implement and administer a DLP program. TxDMV may contract with one or more Respondents for the issuance of DLPs, including services related to the issuance of DLPs.

General Information and Requirements

Sole Point of Contact and Communications

The TxDMV Sole Point of Contact for communications, including requests, questions, or clarifications, concerning this Solicitation is:

Mandy Driskill, CTCD, CTCM Email: mandy.driskill@txdmv.gov

Vendor communications relating to this Solicitation must be directed in writing only, via email, to the TxDMV Sole Point of Contact identified above or an authorized secondary TxDMV Sole Point of Contact. All communications regarding this Solicitation must clearly identify which section, subsection, and paragraph of the Solicitation or Attachment is being referenced. All other communications between a Vendor, its employees, officials, agents, and subcontractors, and any other TxDMV personnel concerning this Solicitation are strictly prohibited. Failure to comply with these requirements may result in disqualification of the Response in TxDMV’s sole and absolute discretion.

All communications concerning this Solicitation must be submitted on or before the “Deadline for Submitting Solicitation Questions or Clarifications” as noted in the Schedule of Events found on the first page of this Solicitation. Verbal inquiries related to this Solicitation are not acceptable and will receive no response, nor will Vendor communications received after the deadline referenced in the preceding sentence be answered. Vendor communications pertaining to this Solicitation must include the Solicitation number, title, and the Deadline for Submission of Solicitation Responses date identified in the Schedule of Events found on the first page of this Solicitation (the “Response Deadline”) in the email subject line. TxDMV’s responses to questions or clarifications concerning this Solicitation, if any, will be answered by an addendum posted on the Electronic State Business Daily (“ESBD”) by the “Tentative Date for Responses to Questions or Clarifications” as noted in the Schedule of Events found on the first page of this Solicitation or as soon as practical.

If a Vendor discovers any ambiguity, conflict, discrepancy, exclusionary specifications, omission, or other error in this Solicitation, the Vendor must immediately provide written notification via email to the TxDMV Sole Point of Contact. If a Respondent fails to notify the TxDMV Sole Point of Contact of any error, ambiguity, conflict, discrepancy, exclusionary specification, or omission, the Respondent submits its Response at its own risk and waives any claim of error or ambiguity in the Solicitation and any resulting Contract. If a Respondent is awarded a Contract resulting from this Solicitation, such successful Respondent will not be entitled to additional compensation, relief, or time by reason of the error or its later correction.

Exceptions to Sole Point of Contact

If applicable to the Solicitation, the only exceptions to the TxDMV Sole Point of Contact are TxDMV Historically Underutilized Business (“HUB”) personnel, or, if expressly directed by the TxDMV Sole Point of Contact, another designated TxDMV representative.

Should Respondents have questions regarding proper completion of the HUB Subcontracting Plan (“HSP”), TxDMV HUB personnel may be contacted at hub@txdmv.gov. The TxDMV Sole Point of Contact identified in Subsection B.1, must be copied on any email.

The communications restriction set forth in this Subsection (regarding only communicating in writing with the TxDMV Sole Point of Contact identified above) does not preclude discussions between a Vendor and TxDMV personnel for the purposes of conducting business unrelated to this Solicitation.

Response Binding

By submitting a Response to this Solicitation, the Respondent agrees its entire Response will remain a firm and binding offer for at least 120 days from the Response Deadline.

Travel, Mileage Rates, and Other Incidental Expenses

TxDMV will not pay any per diem, travel, mileage rates, trip charges, hotel, equipment, phone calls, paper, reproduction services, office space, or other incidental expenses related to the Services and Deliverables under any Contract that may result from this Solicitation. Therefore, Respondents must account for all expenses in its pricing for the Services and Deliverables, as may be applicable.

Contract Term and Compensation

Contract Term

The initial term of any Contract resulting from this Solicitation is anticipated to be one (1) year. TxDMV, in its sole discretion, may extend or renew any Contract awarded pursuant to this Solicitation for any period(s) of time, provided the Contract term, including all extensions and renewals, does not exceed four (4) years.

Notwithstanding the limitation in the preceding paragraph, following the initial term and any allowable extensions or renewals, TxDMV, in its sole discretion, may extend any Contract that may result from this Solicitation beyond the initial term and all renewal periods, in whole or in part, for up to 12 months or such time deemed necessary to ensure continuity of service, to process a new solicitation, to secure a new contract, for transitioning to a new vendor, or as otherwise determined by TxDMV to serve the best interests of the State.

The Respondent, in submitting a Response to this Solicitation, acknowledges and understands that TxDMV is not responsible for payment under any Contract resulting from this Solicitation before the Effective Date of the Contract. No pre-Contract spending by a Contractor is allowed.

Historical and Future Compensation

The total amount of this Solicitation, and the Contract resulting from this Solicitation, is $0.00. TxDMV will not pay any amount to any Respondent under this Solicitation, nor any Contractor under any Contract resulting from this Solicitation, for any purpose.

Scope of Work

Under the Solicitation, Contractor must provide DLPs to Customers through sale or lease; provide an Information Technology (“IT”) Digital License Plate system (“Contractor System”) that will interface with TxDMV’s Registration and Title (IT) System (“RTS”) to verify vehicle eligibility and communicate with RTS as necessary to provide Services and Deliverables to Customers with DLPs; maintain a call center to service TxDMV and Customers; and offer ancillary services to TxDMV and Customers to include maintenance and support, reports, and IT management. All work under the Contract resulting from this Solicitation must be performed within the continental United States of America.

TxDMV RTS Functions

TxDMV administers Vehicle Registration and the fulfillment of Vehicle Registration including Specialty License Plate orders for the public. Through RTS, TxDMV registers motor vehicles through county tax assessor-collectors, as well as through TxDMV for certain types of Vehicle Registration. Several IT systems are interfaced with the RTS, including credit card payment processing systems.

Project Assumptions and Constraints

Contractor will provide all Services and Deliverables under this Solicitation, including a fully functional Contractor System that interfaces with RTS, enabling the Contractor System to send DLP order information to TxDMV’s RTS, and enabling the Contractor System to receive information from TxDMV’s RTS, by the Deployment Date (i.e., the date Contractor Solution is fully deployed and operational).

Contractor will provide all Services and Deliverables under this Solicitation, including a fully functional Contractor System that interfaces with RTS, enabling the Contractor System to send DLP order information to TxDMV’s RTS, and enabling the Contractor System to receive information from TxDMV’s RTS, by the Deployment Date.

Contractor must utilize the State’s approved online payment system for the Customer’s Administrative Fee payment. The Contractor System will interface with the State’s approved payment vendor to collect DLP Administrative Fees from all Customers by the Deployment Date.

Contractor will be capable of providing TxDMV approved DLPs by the Deployment Date.

If Contractor does not expect the Contractor Solution to be fully operational by the Deployment Date, Contractor may submit a written request to TxDMV’s Contract Representative at least ten (10) Calendar Days prior to the Deployment Date, to request an extension to the Deployment Date, that includes a detailed explanation of the cause(s) of Contractor’s inability to meet the requirement, and a proposed revised Deployment Date. TxDMV will evaluate the request and respond in writing within fourteen (14) Calendar Days of Contractor’s extension request.

Contractor agrees that TxDMV maintains the right to terminate the Contract for cause in the event Contractor does not meet all Contractor Solution deployment requirements by the Deployment Date.

Texas Risk and Authorization Management Program

Commencing on the Effective Date and during the Contract term, Contractor must provide a Contractor Solution that complies with TX-RAMP Certification Level 2. Contractor acknowledges that TX-RAMP provisional status does not satisfy the TX-RAMP Certification Level 2 requirement. For this Solicitation, TxDMV will not provide “agency-sponsored” TX-RAMP provisional status certification to any Respondent. In the event Contractor is not TX-RAMP certified at any time during the Contract term, Contractor must provide written notification to the TxDMV Contract Representative within one (1) Business Day of loss of TX-RAMP Certification.

DLP Specifications and Requirements

Contractor and all DLPs must meet or exceed the applicable specifications and requirements listed or referenced in Texas Transportation Code, Chapter 504, Subchapter B-1 (Digital License Plates); and Title 43, Texas Administrative Code, Sections 217.59 (Digital License Plate Testing) and 217.60 (Digital License Plate Specifications and Requirements).

All DLPs are required to exceed or satisfy the following:

A. At least one physical security feature, reviewed and approved by TxDMV using the form and procedures required by TxDMV, that meet or exceed the benefits of a Metal License Plate such that the physical security feature is visible under high beam headlight illumination on a DLP properly affixed to a vehicle’s designated mounting area, from an approximate distance of up to 50 feet at a head-on viewing angle (currently, Metal License Plates contain two virtual security threads and a hologram seal).

DLP Display Contents; DLP Removal and Malfunction; Customer Data

Contractor and all DLPs must meet or exceed the applicable requirements listed in Title 43, Texas Administrative Code, Section 217.61 (Digital License Plate Designs and Displays).

All issued DLPs are required to satisfy the following requirements, in accordance with applicable law and regulation:

A. Third-Party License Agreement For intellectual property owned by a third party to be displayed on a DLP, Contractor must first provide to TxDMV an agreement that Contractor intends to enter with the owner of the third-party intellectual property for TxDMV review and approval. Contractor may not display intellectual property owned by a third party unless Contractor has entered a TxDMV approved licensing agreement with the third-party owner of the intellectual property. Contractor’s request for TxDMV approval must follow the procedures required by TxDMV.

B. Contractor must not display TxDMV intellectual property on a DLP without the prior written authorization of TxDMV.

C. Contractor must comply with the applicable requirements listed in Title 43, Texas Administrative Code, Section 217.62 (Digital License Plate Removal and Malfunction).

D. Specialty DLPs. TxDMV will notify Contractor within seven (7) Calendar Days of termination of the Specialty License Plate marketing contract between TxDMV and the Specialty License Plate marketing contractor.

E. Collection and Disclosure of Customer Data

1. Contractor must offer Customers the ability to opt-in for release of DLP GPS data and the display of optional DLP information.

2. If Contractor collects any GPS data from the DLP, the information may not be disclosed unless the Customer expressly authorizes the disclosure of the data, or the disclosure is required under applicable law or regulation. If Contractor is required to disclose Customer GPS data, Contractor must inform the Customer to whom the GPS data will be disclosed.

3. Contractor must offer Customers the same mechanism to authorize and revoke the authorization to disclose Customer GPS data. Contractor must immediately discontinue the disclosure of Customer GPS data at the Customer’s request, unless the disclosure is required under applicable law or regulation.

Contractor Solution Technical Requirements

Throughout the Contract term, the Contractor System must interface with TxDMV’s RTS to verify vehicle DLP eligibility and communicate with the RTS as necessary to provide Services and Deliverables to Customers with DLPs.

TxDMV is not required to approve any software changes/updates to the Contractor System initiated by Contractor.

Contractor must submit the applicable vehicle information to TxDMV’s RTS to confirm that a Texas-Registered Vehicle is eligible for a DLP under Title 43, Texas Administrative Code, Section 217.58 (Digital License Plate Eligibility).

The applicable vehicle information must be submitted to RTS prior to completion of DLP order processing, and again prior to activation of a DLP, to confirm continued eligibility. Contractor may not complete the DLP order if the vehicle is not eligible for a DLP.

The following DLP order data elements must be transferred between the Contractor System and RTS:

A. License plate number;

B. Last four digits of Vehicle Identification Number (“VIN”);

C. DLP serial number;

D. Provider identifier;

E. Status of DLP;

F. Administrative Fee status (paid/not paid);

G. Administrative Fee amount;

H. Trace number for Administrative Fee payment;

I. DLP record unique identifier; and J. Any other applicable or required data as determined by TxDMV.

The Contractor System must accept the following data elements from the RTS:

A. License plate number;

B. Full Vehicle Identification Number;

C. Vehicle Registration expiration month/year;

D. EXPIRED registration notification (notification to be sent by TxDMV for display on a DLP);

E. DLP record unique identifier; and F. Other applicable data as determined by TxDMV.

If Contractor does not comply with Attachment L, Service Level Agreement, TxDMV may terminate access to TxDMV’s systems to prevent Contractor from creating new DLP records and processing new DLP orders. This will not impact the ability of Contractor to access TxDMV’s systems for management of existing active DLPs.

Contractor must update Contractor’s DLP interfaces, if applicable, and conduct system testing and integration testing to ensure uninterrupted functional continuity for all regularly scheduled software releases scheduled by TxDMV, including updates to and hotfixes for the RTS.

Administrative Fee Collection and Chargeback A. The Administrative Fee must be paid directly to the State. Accordingly, the Contractor System must allow for and require the Customer to pay the State’s DLP Administrative Fee under Title 43, Texas Administrative Code, Section 217.63 (Digital License Plate Fees and Payment) directly to the State via the State’s approved online payment system.

B. If confirmed that a vehicle is eligible for a DLP, the Administrative Fee will be calculated by TxDMV’s systems, based on the remaining term of the Vehicle Registration period. The total Administrative Fee required will be provided to Contractor.

C. For an initial DLP application, Contractor must not sell or lease a DLP to a Customer unless the Customer pays the State’s Administrative Fee.

D. In the event a Customer initiates a credit card chargeback (dispute) on any portion of the Administrative Fee, the funds will be automatically debited from the Texas treasury account and returned to the Customer's credit card in the event the chargeback is successful. In the event a chargeback is successful, the Administrative Fee will be returned to the Customer, and TxDMV will then notify Contractor to cancel the DLP order.

Contractor System Technical Specifications

The technology specifications for the Contractor System, interfaced with the RTS, must have the following specifications:

A. Capability to seamlessly operate while transitioning between the test environment and the live (production) environment, with minimal downtime for Customers.

B. Contractor must require the Customer to use the State’s approved payment vendor for online payment of the DLP Administrative Fee, authorized under Title 43, Texas Administrative Code, Section 217.63 (Digital License Plate Fees and Payment) during the Contract term.

C. Credit card payment process used by the Contractor System must conform to all applicable Payment Card Industry – Data Security Standards (PCI-DSS) requirements including, but not limited to PCI Security Standards Council requirements for Merchants and/or Service Providers. Contractor must also complete and submit the PCI SAQ annually to TxDMV.

D. Contractor must comply with Attachment K, Information Security Requirements, including, but not limited to industry standards for security protocols to limit system vulnerabilities. The Contractor System must have, at a minimum, the following security features:

1. Protocol Transport Layer Security (“TLS”) 1.2 and above. TLS are cryptographic protocols that provide communication security over a computer network. Must also apply to any customer interface maintained by Contractor. Secure Socket Layer 2.0 and SSL 3.0 or TLS below 1.2 may not be used.

2. Require Hypertext Transfer Protocol Secure, an extension of the Hypertext Transfer Protocol communication over a computer network and is widely used on the internet.

3. Use strong cryptography as defined by the Payment Card Industry Data Security Standard (PCI-DSS).

Project and Delivery Management

Within thirty (“30”) Calendar Days after the Contract Effective Date, Contractor must provide a final Project Work Plan to include a work breakdown structure, outlining the Project tasks and milestones, artifacts and timelines for successful delivery of the Services and Deliverables in this Solicitation.

System Integration

Within 14 Business Days after the Contract Effective Date, Contractor is required to provide a design document demonstrating integration points with impacted systems and the completed Knowledge Transfer Document based on integration (refer to Attachment J, Digital License Plate Knowledge Transfer Template). Contractor will comply with Attachment J.

Interface Specifications

Interface with RTS A. The Contractor System must interface with the RTS to verify DLP eligibility of a Texas-Registered Vehicle.

B. The Contractor System must validate against the RTS data that the Customer’s address and county are correct.

C. Contractor’s daily DLP orders must be reconciled with the funds received by TxDMV.

D. Contractor must provide TxDMV with electronic access to Contractor's DLP sales files.

E. Contractor must follow the transaction processing procedures of TxDMV and transfer the following electronic DLP order information to TxDMV through the RTS, in a comma delimited import file, no more than three (3) Business Days after a Customer places a DLP order:

1. The date and time stamp when Contractor received the DLP order application;

2. The applicant’s name; the name of the payee (if different from applicant);

3. The applicant phone number, mailing address, city, state, zip code and Texas county of residence;

4. Received by (name);

5. Method of payment;

6. Trace number;

7. License plate type (DLP);

8. Accounting code;

9. The DLP number and the full VIN Contractor used to verify vehicle DLP eligibility; and

10. The total Administrative Fee amount paid by Customer.

The Texas Treasury and TxDMV have controls in place that validate the daily processing of transactions and the flow of funds. Contractor must use the TxDMV pre-determined accounting code as provided by TxDMV for each DLP application.

Contractor System and Interface Testing

The Contractor Solution, including the Contractor System, the Contractor System web service or application program interface (“Interface”), and DLP Proofs must be tested and implemented by Contractor in accordance with the tasks, milestones, schedules, and resources documented in the final Project Work Plan.

Contractor and TxDMV will conduct a load test, stress test, and system test of the Contractor System interfaced with RTS.

Contractor must provide designated TxDMV ITSD staff with a load testing environment that mirrors the actual deployment environment for the Contractor System and Interface (for testing).

Contractor must provide TxDMV’s VTR and ITSD staff first-line contacts for Contractor’s designated developers responsible for the Contractor System and Interface.

Contractor must provide a shared drive with TxDMV that provides detailed documentation regarding Contractor’s Interface specifications and updates.

System testing by Contractor must include commercially available penetration testing of the Contractor System and Interface as required by Title 43, Texas Administrative Code, Section 217.59, and Contractor must provide TxDMV with a copy of the penetration test results.

TxDMV will provide testers for user acceptance testing (“UAT”).

Contractor must provide designated TxDMV ITSD staff full access to Contractor’s quality assurance environment application to perform end to end testing of Contractor’s Solution during the quality assurance testing (“QAT”) cycle of Contractor’s Solution.

DLP Testing, Approval, and Production

DLP Testing and Display Criteria A. Within 30 days of Contractor completing all Contractor System and Interface testing, Contractor will submit three (3) DLP proofs (“Proofs”) to TxDMV for functionality and display demonstration so that TxDMV may verify that the DLP’s meet all the requirements of the Solicitation (all Production DLPs must maintain all the functionality and display requirements identified in this Solicitation and must support remote updates).

B. Legibility and readability testing must be performed with commercially available automated license plate readers in a variety of lighting conditions, as required by Title 43, Texas Administrative Code, Section 217.59 (Digital License Plate Testing).

C. TxDMV may establish legibility and readability testing requirements in conjunction with the Texas Department of Public Safety or other State entities in Texas, including at least one toll entity operating in Texas.

D. DLP testing must include commercially available penetration testing for the protection of the DLP and the electronic display information as required by Title 43, Texas Administrative Code, Section 217.59.

DLP Approval Process A. If TxDMV approves the Proofs provided by Contractor, to include all functionality and display requirements, TxDMV will send written approval of the Proofs to Contractor.

B. If TxDMV does not approve the Proofs and requires modification, TxDMV will send written notification to Contractor requiring modification of the Proofs. Contractor will provide three (3) corrected Proofs to TxDMV within 60 Calendar Days of TxDMV’s written notification of required DLP modification. If TxDMV approves the modified Proofs, TxDMV will send written approval of the Proofs to Contractor, or otherwise require further modifications under the same procedures identified above.

C. TxDMV will retain one (1) submitted and approved Proof and return two (2) submitted and approved Proofs, after completion of TxDMV’s DLP review and approval process.

Production DLPs A. All Production DLPs provided to Customers by Contractor under the Contract must be representative of the TxDMV approved Proofs.

B. If the functionality, display characteristics, or quality of Production DLPs delivered to Customers unacceptably varies from the approved Proofs, TxDMV reserves the right to exercise all remedies available under the Contract and at law. Any additional costs resulting from the production or delivery of Production DLPs that are not in compliance with Contract requirements, will be at Contractor’s sole expense. TxDMV, in its sole discretion, will determine whether the Production DLPs unacceptably vary from the approved Proofs.

DLP Sales or Leases Contractor must offer DLPs for sale or lease to Texas motorists with eligible Texas-Registered Vehicles. The DLPs will not be offered for sale or lease to the public on the TxDMV website or any TxDMV System.

Deployment of the Contractor Solution

TxDMV, in its sole discretion, will determine whether the Contractor Solution (Contractor System; Interface; and DLP Proofs/models) is approved for deployment. Contractor may not deploy the Contractor System, Interface, or any DLPs, nor may Contractor issue any DLPs to any Customers, without prior written approval from the TxDMV Contract Representative. For the avoidance of doubt, Contractor will not produce or make available to Customers, DLPs under the Contract unless and until TxDMV provides written approval to Contractor of the Proofs and directs Contractor to make DLPs available to Customers.

Before deployment of any component of the Contractor Solution, and before issuance of any DLP, and for each subsequent Contractor System or DLP hardware upgrade, Contractor must provide TxDMV with documentation demonstrating the Contractor Solution, for which TxDMV approval is sought, was tested in a manner set forth by TxDMV, in addition to all other testing requirements required by Title 43, Texas Administrative Code, Section 217.59 (Digital License Plate Testing).

The Contractor Solution must be fully operational in the production environment and meet all functional and security requirements mandated by the Contract upon deployment.

Upon the Deployment Date, Contractor will transition the Contractor Solution to steady state.

After deployment, a deployment closeout meeting will be held between Contractor and TxDMV, and Contractor will provide a Project Closeout Report to TxDMV documenting all activities engaged to complete deployment. Contractor Solution deployment is complete only upon TxDMV acceptance of full operational deployment, indicated by TxDMV signature on the Project Closeout Report.

Contractor Training of TxDMV Staff

Contractor will complete all training as documented in the Project Work Plan, to include training of all TxDMV-designated personnel regarding the Contractor Solution, including but not limited to, troubleshooting and functionality to ensure that all TxDMV-designated personnel acquire sufficient understanding of the Contractor Solution, as implemented. Virtual meetings, preferably through Microsoft Teams, may be used as the primary training delivery method. Onsite training may be requested as necessary at the discretion of TxDMV. All training and training materials must be approved in advance and in writing by the TxDMV Contract Representative.

Customer Support and Reporting Requirements

At a minimum, Contractor must provide customer support as specified in Title 43, Texas Administrative Code, Section 217.64 (Digital License Plate Provider Services and Replacement).

Contractor must develop a Maintenance and Support Plan for review and approval by TxDMV documenting the Contractor’s operational maintenance and support obligations upon the Deployment Date to both Customers and TxDMV. The Maintenance and Support Plan must include day one support documenting Contractor SMEs’ availability for the duration of Deployment Date, and required staffing, including onsite and remote staffing requirements. The final Maintenance and Support Plan must be approved by the TxDMV Contract Representative or designee in writing prior to the Deployment Date and must comply with the requirements of Attachment L, Service Level Agreement. Contractor will satisfy all requirements documented in Attachment L, Service Level Agreement during the Contract term.

Contractor must offer Customer support to include a call center that is available to Customers and TxDMV at a minimum during 8:00 a.m. – 5:00 p.m. Central Time.

Customer support and problem resolution must include repair, service, replacement, and any other assistance related to the functionality of a DLP.

Contractor must provide and assign a dedicated project manager for the Contract.

Contractor must comply with the reporting requirements listed in Attachment N, Required Reports by timely providing DLP ad-hoc, summary, and sales reports, as directed by TxDMV, to include annual, quarterly, and monthly summary reports; and daily, weekly, and monthly DLP sales reports. TxDMV reserves the right to add additional reporting requirements to Attachment N, Required Reports when necessary.

Contractor Solution Documentation

Contractor will provide to TxDMV, a final Contractor Solution Project Work Plan (“Project Work Plan”) within 30 days of the Contract Effective Date (Contractor will provide a proposed Project Work Plan with its Response), to include the following:

A. A detailed Contractor Solution Implementation Project Work Schedule, documenting the Project kick-off, discovery, analysis/design, testing, and deployment for the Contractor Solution;

1. Test Plan

· Contractor must provide a Test Plan for the Contractor Solution (Schedule Documentation; Test Cases; Test Scripts; Test Report; Use Case Diagrams);

2. Deployment Plan

· Contractor must provide a Deployment Plan for the Contractor Solution, to include development and design;

B. A responsibility assignment matrix (“RACI”) of the Project team roles and responsibilities of both Contractor and TxDMV resources;

C. Training and Knowledge Transfer Plan documenting training of TxDMV staff and knowledge transfer to TxDMV staff relative to the operation and functionality of the Contractor Solution;

D. A Quality Management Plan and Change Management Plan for the Contractor Solution; and E. A Communication Plan.

Contractor and TxDMV will meet to identify testing and implementation milestones and establish the completion dates for the milestones documented in the final Project Work Plan. Strategies and designs will be approved, targets agreed upon, and time and resource commitments will be established within the final Project Work Plan. The final Project Work Plan will define Contractor Solution testing and User Acceptance Testing and Interface deployment parameters.

The final Project Work Plan must be reviewed and approved in writing by the TxDMV Contract Representative or designee prior to final Project Work Plan implementation. Contractor will not engage any activities identified in the Project Work Plan until TxDMV approves the final Project Work Plan.

Final Interface and Contractor System Technical Design/Architecture Documentation Contractor must provide finalized Interface and Contractor System Technical Design/Architecture Documentation, including process flow and architecture diagrams for the Contractor Solution (See also Attachment J, Digital License Plate Knowledge Transfer Template).

List of First-Line Contacts for Contractor’s Designated Developers Contractor must Provide VTR and ITSD staff a list of first-line contacts for Contractor’s designated developers responsible for the Contractor Solution.

Disaster Recovery Plan

Within 30 days of the Contract Effective Date, Contractor must provide to the TxDMV Contract Representative its final Disaster Recovery Plan regarding the Contractor System, Interface, and DLPs (“Disaster Recovery Plan” or “DRP”) that complies with the requirements listed in this Solicitation for TxDMV's review and approval (Contractor must provide a proposed Disaster Recovery Plan with its Solicitation Response - see Attachment D, Evaluation Criteria). Contractor must store a copy of any version of its DRP offsite. The DRP must include the following:

Identify essential missions and business functions and associated contingency requirements.

Provide recovery objectives, restoration priorities, and metrics.

Address contingency roles, responsibilities, and assigned individuals with contact information.

Address maintaining essential missions and business functions despite a system disruption, compromise, or failure.

Address eventual, full system restoration without deterioration of the controls originally planned and implemented.

A Business Impact Analysis to systematically assess the potential impacts of a loss of business functionality due to an interruption of computing and/or infrastructure support services resulting from various events or incidents. In this regard, the analysis will identify the following elements:

A. Mission-Critical Information Resources (specific system resources required to perform critical functions) to include:

1. Internal and external points of contact for personnel that provide or receive data or support interconnected systems; and

2. Supporting infrastructure such as electric power, telecommunications connections, and environmental controls;

B. Disruption impacts and allowable outage times to include:

1. Effects of an outage over time to assess the maximum allowable time that a resource may be denied before it prevents or inhibits the performance of an essential function; and

2. Effects of an outage across related resources and dependent systems to assess cascading effects on associated systems or processes;

C. Recovery priorities that consider geographic areas, accessibility, security, environment, and cost and may include a combination of:

1. Preventative controls and processes such as backup power, excess capacity, environmental sensors and alarms; and

2. Recovery techniques and technologies such as backup methodologies, alternate sites, software and hardware equipment replacement, implementation roles and responsibilities;

D. A Risk Assessment to weigh the cost of implementing preventative measures against the risk of loss from not taking action; and E. An Implementation, testing, and maintenance management program addressing the initial and ongoing testing and maintenance activities of the DRP.

Analysis…