ESBD_File_335366_SOLADD_1_405-23R0020994.pdf

Procurement and Contract Services

Revised-March 10, 2015 PCS form 004

ADDENDUM OF SOLICITATION

1. SOLICITATION NO.

405-23R0020994

2. ADDENDUM NO.

3. EFFECTIVE DATE

09/22/2023

4. ISSUED BY

Department of Public Safety Procurement and Contract Services 5805 North Lamar Blvd. Bldg. A 1st floor Austin, Texas 78752

5. NAME AND ADDRESS OF OFFEROR

6. The above numbered solicitation is amended as set forth in Item 7. The hour and date specified for receipt of Offers is extended, is not extended.

Offers must acknowledge receipt of this addendum prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

(a) By completing Items 5 and 8, and returning 3 copies of the addendum; (b) By acknowledging receipt of this addendum on each copy of the offer submitted; or (c) By separate letter or e-mail which includes a reference to the solicitation and addendum numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER.

If by virtue of this amendment you desire to change an offer already submitted, such change may be made by e-mail or letter, provided each e-mail or letter makes reference to the solicitation and this addendum, and is received prior to the opening hour and date specified.

7. DESCRIPTION OF ADDENDUM: The purpose of this addendum is to post vendor Questions and Answers.

Please see pages 2 through 10 for vendor questions and responses.

Except as provided herein, all terms and conditions of the solicitation, as heretofore changed, remain unchanged and in full force and effect.

8a. NAME AND TITLE OF SIGNER (Type or Print)

8b. OFFEROR

(Signature of Person Authorized to Sign) Date Signed

RFO- 405-23R0020994

Appointment Solutions

Vendor Questions and Answers

Item Number Vendor Question DPS Response 1 C.2.1.BB Can you provide additional clarification on "complex scheduling needs"?

Is this in reference to validation rules for certain types of appointments?

No, this section pertains to how the Department must be able to calculate future appointment needs based on historical data meeting the complex scheduling needs.

2 C.2.1.EE Who is the current third-party payment vendor? The current third-party vendor is provided via the Department of Information Resources’ vendor, Texas.gov.

3 C.2.1. FF Is this referring to customer support for TX DMV staff or TX DMV customers?

The requirement refers to Department staff.

*We are The Texas Department of Public Safety (DPS), not TX DMV. This solicitation is for DPS.

4 C.2.2.B & C.2.2.U Can you please provide details on IVR vendor and system? The Department is interested in original proposals based on the specs provided in this solicitation.

Any current systems that may or may not be in place today are subject to change.

5 Requirements in C.2.2.I and C.2.2.J seem contradictory to each other. Can you clarify.

C.2.2.I states that the solutions must prevent customers from scheduling multiple appointments for the same service type at one location or across multiple locations when a customer has an appointment currently scheduled.

C.2.2.J states the solution must also allow the customer to accept the option to take an earlier available slot if an earlier schedule opportunity becomes available. If they accept, the system must cancel the original appointment.

Vendor Questions and Answers

6 C.2.2.V Please provide clarification on this requirement. Public Switch Telephone Network – carry voice calls from a phone (landline or mobile) through the network to a recipient's phone via traditional means or the internet.

7 C.11 Is it the intention for the State to deploy this into a state-owned hosted environment that is Tx-Ramp approved or vendor hosted environment?

DPS is open to seeing any innovative solutions the vendor choses to offer in their response.

8 C.11 Will the State accept annual SOC2 Type 2 compliance in lieu of Tx-Ramp? TX-RAMP certification is required for all vendor-cloud-hosted solutions. The SOC II-Type 2 report can be used if the vendor is offering a non-cloud solution (hosting in their own data center that is owned and managed by the vendor)

9 C.2.2 Could you provide clarification on "the decision tree" for scheduling road test appointments?

This Section states that The Appointment Solution must utilize a decision tree. In their responses, DPS encourages vendors to provide innovative solutions for this function.

10 C.1 For how many years will the historical appointment data be needed for? Five years of historical appointment data is required.

11 C.2 Is the State interested in providing check-in capabilities via a QR code?

Reception desk? Mobile greeters with wireless tablets?

Yes, to all.

Vendor Questions and Answers

12 C.2 Can the State provide additional information about the integration needs and data transfer requirements between DPS's Driver License System and the new appointment solution?

The awarded vendor must be able to ingest any current and future appointments. The awarded vendor must have the ability to receive data from the Department's Driver License System to present eligibility options.

13 C.2.1.CC. Can the State provide a list of customized kiosk features required per office?

DPS encourages vendors to provide innovative solutions with their responses, meeting the specifications provided in the solicitation.

Customization is the chance to adjust to presently unknown data points or requirements.

14 C.2.2.U. Can the State provide the required workflow between the IVR system and appointment system?

Workflows are provided to an awarded vendor after a contract is executed.

15 C.2.3. Can the State provide an approximate number of annual appointments made across all locations in 2022?

3,395,307

16 C.2.3 Can the State provide an approximate number of walk-in transactions made across all locations in 2022?

158,545

Vendor Questions and Answers

17 C.2.7.A. Can the State clarify if the solution should include the speaker hardware components or just the ability to add speakers? If the speakers are required, can the State clarify what type of speakers (ceiling or wall mounted), internal or external speakers, placement height, distance from monitors (lobby display), distance from telco to speakers, and type of wall material.

The Department is seeking a solution with the ability to incorporate speakers in offices where audio may be hindered.

18 C.2.15 Will the State require a permanent Development, UAT, or Training environment to be available during the duration of the contract?

Yes.

19 Will the system provide the ability to manage the lobby capacity of each location?

DPS should be able to manage the flow through each office via the selected application.

20 Will the system allow the public to see their place in line while waiting remotely?

DPS encourages vendors to provide innovative solutions with their responses, meeting the specifications provided in the solicitation.

21 Can the State provide a preliminary timeline for when the project is expected to be started and completed?

DPS's anticipated start date is 02/01/2023; refer to Section D.12. Any additional dates will be determined after the contract award. Project Schedule and Plan can be referenced in Section C.3.

22 Will the system allow the public to make video online appointments?

specifications provided in the solicitation.

23 Will the system require the public to confirm their appointment?

specifications provided in the solicitation. While not a stated requirement, the Department is interested in what is proposed.

24 Will the system require a two-step verification process for making an online appointment?

specifications provided in the solicitation. While not a stated requirement, the Department is interested in what is proposed.

25 Will the system limit the number of appointments made per person?

Refer to specifications in Section C.2.2. DPS encourages vendors to provide innovative solutions with their responses, meeting the specifications in the solicitation.

26 When making an appointment, will the system provide locations available for appointments in a list view, map view or both?

Refer to specifications in Section C.2.2. DPS encourages vendors to provide innovative solutions with their responses, meeting the specifications in the solicitation.

27 Will the system require a customer survey to be sent upon completion of each service?

No, the solution does not need to require a survey to be sent after each service.

Vendor Questions and Answers

28 Can the State provide an approximate number of SMS messages sent across all locations in 2022?

Approximately the same as the response to question # 15: 3,395,307.

29 Is the State interested in providing high throughput SMS for all notifications? DPS encourages vendors to provide innovative solutions with their responses, meeting the specifications provided in the solicitation.

30 Is the State interested in providing SSO capabilities? No, the Department is not interested in SSO capabilities at this time.

31 Is the State interested in utilizing any existing hardware? If so, please provide additional specifications for the existing equipment such as age, make, model, OS, memory, etc., in order to determine viability for reuse.

DPS encourages vendors to provide innovative solutions with their responses, meeting the specifications provided in the solicitation.

Transition, if any of any current existing hardware, will be worked out with the awarded vendor.

32 Is the State interested in procuring new hardware? If so, please provide additional specifications for hardware needed per location.

a. Number of kiosks per location, make and model and if ADA compliant.

b. Number of TVs and number of speakers in lobbies (internal and external).

c. Number of Windows PCs for staff agents.

d. Any other HW requirements, i.e., wireless tablets, wireless printers

DPS encourages vendors to provide innovative solutions with their responses, meeting the specifications provided in the solicitation. Vendors must ensure the applicable pricing is included for any solution proposed to DPS.

33 If new hardware is procured, will the State be responsible for disassembling, moving and recycling existing hardware?

Awarded vendor of this solicitation will not be responsible for disassembling, moving, and recycling existing of any hardware.

34 Being a software company, we typically do not get involved with hardware, yet we do partner with vendors in certain instances. Our Appt Booking / QM solutions are hardware agnostic and we'd be happy to provide our suggestions/minimum requirements/ etc in the bid, but I'd like to confirm the State would be willing to entertain a bid including software only?

DPS encourages all vendors to provide innovative specifications in the solicitation.

35 Does the State have existing hardware within the offices?

Yes, there is current hardware within DPS offices.

36 Would the State be open to consider adopting a system without utilizing a ticketing system?

a. Our system is fully capable of handling the �cke�ng system hardware components if necessary, but it is our belief that the State could save significant on costs while at the same �me future proof their workflow with alterna�ves to �cke�ng.

DPS encourages all vendors to provide innovative specifications in the solicitation.

37 RFO C.2.2.V., page 17. Customer Appointment Scheduling. The vendor must be able to receive and transfer phone calls via Public Switch Telephone Network (PSTN) or internet connection.

- Is item C.2.2.V. an op�on to be priced separately?

- Is requirement C.2.2.V. related to RFO requirement C.2.1.FF - The Vendor must provide customer support via telephone, email, or chat to customers experiencing problems making an appointment (this can be priced as op�onal)?

- Where are the incoming calls from requirement C.2.2.V. coming from?

Vendors must determine if C.2.2.V is priced as part of their solution or a separate cost.

C.2.1. FF states it can be priced optional- it is up to the vendor if this cost is included in the solution or a separate charge.

Public Switch Telephone Network – carry voice calls from a phone (landline or mobile) through the network to a recipient's phone via traditional means or the internet.

38 Who is your current payment vendor?

Refer to the response to question #2.

39 Section C.2.2.V states: The Vendor must be able to receive and transfer phone calls via Public Switch Telephone Network (PSTN) or internet connection.

• Can you please clarify this requirement?

Public Switch Telephone Network – carry voice calls from a phone (landline or mobile) through the network to a recipient's phone via traditional means or the internet.

40 We understand and appreciate the speed at which the subject RFO has been issued and responses are due; however, as you may be aware College Football season is upon at this exact time among continuous business demand. Our A&M colleagues are licking wounds, while our UT colleagues are still celebrating so we hope you understand it takes a little bit to wrangler together a thorough, comprehensive, and value positioned offering within 4 week. We would like to officially request an extension of this RFO submission date for 30 days in the best interest of the State of Texas, all vendors, and most importantly our College Football fans. Would you please extend the submission deadline to October 30th, 2023?

At this time, no extension will be exercised for this RFO solicitation.

41 Along with the above-mentioned extension we have recently seen a trend with solicitation of this detailed scope and contract value to enable two phases of questions & answers to allow for a thorough understanding of all requirements.

Would you please offer an additional week of time to submission second level questions after these answers are posted?

At this time, no additional extension will be exercised for a second round of questions.

42 Is DPS currently using an Enterprise Data Visualization tool across the agency with the ability to ingest Open Data Protocol (OData) such as Microsoft's Power BI, Salesforce's Tableau, or other? If so, which platform? Would DPS be open to ingesting data the proposed Appointment systems into their Enterprise Data Visualization tool to enable similar agency reports and the opportunity for cross-referencing multiple data sources?

The Department uses Tableau, and all dashboards are created and maintained internally.

43 In 2022 your agency published a similar RFO on a different marketplace. We understand this past solicitation was cancelled. Would you please provide the

The Department reserves the right to cancel a solicitation at any time.

Vendor Questions and Answers reason for the past cancelation and some assurance the same issue will not occur as the process to respond is laborious and costly to all parties involved?

44 Is your agency currently being provided the described scope of work in it's entirety from a single vendor? If so, please provide the vendor's name and contact information. If not, please provide an explanation of what are new or combined aspects of the scope?

DPS encourages vendors to refer to the specifications outlined only in this RFO solicitation.

DPS is subject to the Texas Public Information ACT (PIA). Instructions are provided on the DPS website.

45 Is your current vendor performing to meet or exceed the contracted requirements?

State agencies must re-solicit contracts based on numerous factors regardless of the performance of the incumbent vendor.

46 Is this RFO intended to replace a current vendor that is deficient in their delivery of current service or a fiscal requirement of the State to extend, renew, or repurchase existing like services?

State agencies must re-solicit contracts based on numerous purchasing requirements, including the need for a new contract after one ends.