ESBD_394762_1739204852661_Att. N - Required Reports.docx
DOCX document 50 KB Posted
- Attached to
- DIGITAL LICENSE PLATE SERVICES
- Solicitation number
- 608-25-57034
- Issued by
- Texas
About this file
This is a Required Reports document (Attachment N) for Texas Department of Motor Vehicles (TxDMV) Solicitation No. 608-25-57034. The document outlines various reporting requirements across multiple categories including Customer Service, Financial, IT, and Vehicle Title Registration (VTR) reports that must be submitted by the vendor. The reports vary in frequency from daily to annual submissions, with specific due dates and delivery times noted for each report type.
The required reports include customer service metrics for inbound and outbound calls, customer complaints, disaster recovery testing, financial transactions for Digital License Plate (DLP) orders, HUB subcontracting progress, system availability, PCI compliance, and opt-in customer reporting for DLP displays. Most reports require manual preparation, though some financial reports are automated. Reports must be submitted by close of business (5:00 p.m. CST) on their respective due dates.
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Text version
Attachment N TxDMV Solicitation No. 608-25-57034
Attachment N Required Reports
| CATEGORY |
| FREQUENCY |
| DUE DATE |
| REPORT NAME |
| DESCRIPTION |
| MANUAL OR AUTOMATED |
| Ad Hoc |
| As needed |
| Ad Hoc Reports |
| Any Ad Hoc reports requested on demand by TxDMV. |
| Manual or |
Automated
| Customer Service |
| Monthly |
| 1st by Close of Business (“COB”, TxDMV close of business, which is 5:00 p.m. (CST)) |
| Vendor Performance Report |
| Metrics reported separately for all Inbound Calls and Outbound Calls: Total Calls Received; Total Calls Answered; Percentage Calls Answered; Abandoned Calls; Abandon Call Rate; Average Call Time; Average Hold Time; Average Time to Answer Call. |
| Manual |
| Customer Service |
| Quarterly |
| 20th of month due by COB |
| Customer Complaints Report |
| Written customer escalation/complaints and resolutions; complaint log. |
| Manual |
| Customer Service |
| Quarterly |
| 20th of month due by COB |
| Disaster Recovery Test Report |
| Notify TxDMV that tests of vendor validation of business continuity and disaster recovery requirements, on site inspections, and tests have been completed. |
Manual
| Financial |
| Daily |
| Following Day |
| Previous Day Financials |
| Previous day DLP orders with all financial data. |
| Automated |
| Financial |
| Daily and monthly |
| Following Day/month |
| Report 1 Detailed Previous day and |
Report 1 Detailed Monthly
| All DLP sales data from the previous day and month. |
| Automated |
| Financial |
| Monthly |
| 5th of each month by COB |
| Report 1 Detailed Raw Data |
| Monthly Raw Data |
File including all DLP order transactions and date stamps.
Automated
| Financial |
| Monthly |
| 15th of each month by COB |
| Hub Report |
| HUB Subcontracting Plan Prime Contractor Progress Assessment Report. |
| IT |
| Monthly |
| 5th of each month by COB |
| Availability Report |
| Report of availability |
(incident management levels) in the SLA.
Manual
| IT |
| As needed |
Functional Requirements Needs
| Functional requirements needed by TxDMV and Contractor for upgrades and changes to systems and system interfaces. |
| Manual |
| IT Security |
| Annually |
| May 1st |
| PCI Compliance Report |
| Certifies the secure handling of credit card data per industry standards for all of the vendor financial networks. |
| Manual |
| VTR |
| Quarterly |
| 10th by COB |
| Report on Opt‐In |
Customers for DLP Displays
| Report of Customers who opt in for any optional DLP displays (alerts; manufacturer safety recalls; and advertising). |
| Manual |
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File details come from the government source that posted it. Updated .