EXHIBIT A- STATEMENT OF WORK.pdf

EXHIBIT A: STATEMENT OF WORK

1. INTRODUCTION

This Statement of Work (SOW) describes the services to be provided by the Contractor. The Contractor agrees to provide the State of California Department of Motor Vehicles, (hereinafter referred to interchangeably as the “State,” “Department,” “CA DMV” or “DMV”) with services required to produce the deliverables and milestones as described and/or referenced in this Contract for the Digital eXperience Platform (DXP) Driver’s License (DL)/Identification Card (ID) Workstream 3A (WS3A) - DL/ID Mainframe Services, Data & Integration Migration Project.

This engagement consists of services which must be completed in accordance with this Statement of Work. All services rendered under the Contract are based on fixed costs per deliverable or milestone. The Contractor is responsible for completing all tasks, work products, and all services as detailed in the SOW at the costs provided in EXHIBIT D: COST WORKBOOK.

"Contractor" refers to the firm that shall provide the staffing to perform the services. "Consultant(s)" refers to the Contractor's staff who will perform the services. The terms "Contract" or “Agreement” will be used interchangeably throughout the documents.

The Contractor agrees to furnish the goods and perform the services as described in the Agreement. The term "Contract" or "Agreement" will be used interchangeably throughout this SOW and shall refer to the Solution Agreement.

2. BACKGROUND AND PURPOSE

The CA DMV provides DL, ID, REAL IDs, Vehicle Registration (VR) and issuance of vehicle titles, and occupational licensing (OL) of the motor vehicle industry. DMV services provide a means to assess and collect the regulated fees and taxes that support many state, local, and city transportation agencies and departments. The DMV’s control cashiering (CC) and financial processing services ensure that the funds collected are reconciled and distributed to the relevant entities.

With implementation activities for the OL and VR phases already in progress, the next focus area is the DL/ID phase, which will be executed through a series of coordinated Workstreams, as outlined below:

Workstream 0 – Finalization of foundational system and, Human-Centered Design (HCD) activities, and

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TBD

workflow development.

Workstream 1 – Data profiling, modeling, and foundational architecture work to enable data synchronization between Salesforce and DMV’s legacy mainframe systems. This Workstream also assists integration with the DMV’s Control Cashiering and Inventory Management (CC/IM) system in partnership with Workstream 2.

Workstream 2 – Implementation of front-end EASE system enhancements, including improvements to the user experience (UX), user interface (UI), and delivery of digital services to DMV customers.

Workstream 3 – Modernization of mainframe batch and real-time services, including data conversion, migration, and development of all related integrations (not limited to the mainframe).

The successful execution of the DXP DL/ID phase requires close collaboration between DMV teams and vendor partners across design, architecture, data, integration, and implementation efforts.

Figure 1. DMV DXP DL/ID Workstream High-Level Diagram

Incremental Modernization Roadmap

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Current Environment:

The DMV’s DL/ID environment consists of a large and complex ecosystem of interconnected systems that collectively support front‑end intake, back‑end processing, compliance with federal and state regulations, data verification, case management, and customer service. The environment spans numerous legacy systems, modern platforms, third‑party services, federal interfaces, and Salesforce/MuleSoft components, all of which must work together seamlessly to support DL/ID issuance, updates, financial processing, investigations, safety actions, and external reporting.

The current environment includes numerous DMV operational systems—such as accounting, billing, cashiering, inventory management, case and investigations management, driver safety systems, vehicle registration, occupational licensing, enterprise content management, customer communications, and virtual field office platforms—each of which performs critical business functions and participates in data exchange across the DL/ID life cycle.

The details regarding the WS3A current environment can be found in the bidders library under BL 6.1 Solution and Interface. Additionally, please refer to EXHIBIT B: FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS for the data migration requirements.

This DXP DL/ID WS3A Project impacts numerous internal and external stakeholders. Internal DMV stakeholders include:

Information Systems Division (ISD):

ISD staff provide support on current DL/ID services/systems, including the user interface and mainframe Services systems that process and validate data. ISD will provide input and assistance with analysis, programming, testing, installation, and ongoing maintenance and technical support of the new WS3A solution. ISD also provides secure network communications and ensures that State Information Technology standards and policies are met.

Operations Division (OPS):

OPS at DMV headquarters is responsible for managing core services such as DL/ID applications and card requests. OPS serves as a subject matter expert in complex DL/ID processing. OPS is responsible for identity and legal presence verifications, updating and maintaining records, issuing and reissuing cards, answering phones, card production quality assurance, and ensuring compliance with state and federal regulations. Additionally, OPS provides post-licensing control by monitoring the driving privilege of the motoring public for mandatory suspensions, revocations, financial responsibility, and driving under the influence.

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Policy Division (Policy):

Policy establishes DMV policy and procedures across licensing, registration, and information release.

Policy translates those policies and procedures into industry oversight and directs policy-related programs like DL, Commercial DL, ID card, Occupational Licensing, Motor Voter and Autonomous Vehicles. Policy aligns to the DMV’s strategic mission by supporting internal department customers, improving the safety and well-being of the motoring public, and properly regulating motor vehicle industries.

Field Operations Division (FOD):

FOD processes applications for DL, ID cards and vehicle registrations, and issues several varieties of license plates and other indicia. FOD plays a key role in the overall performance of the DMV's statutory role as a regulatory, revenue-collecting, traffic safety and information storing entity, and assumes the role of liaison between the public at large and State government. Each year over 32 million people visit a California DMV field office.

Customer Services Division (CSD):

The CSD Help Desk provides DL/ID system and policy information to field offices, business partners, DMV headquarters, Contact Centers, and AAA. Other CSD Branches provide customer service via telephone, email, and live chat to answer DL/ID questions; administer DL/ID applications via the web and self-service kiosks; and support other government agencies, courts, industry, business partners, and the public with information regarding DL/IDs.

Administrative Services Division (ASD):

The Financial Services Branch within ASD receives accounting data regarding DL/ID transactions. These include recognition of revenue, transaction inquiries, refunds, dishonored checks, and offsets.

Investigations Division (INV):

INV processes confidential transactions related to DL/IDs and reviews, analyzes, and gathers data from all DMV programs for administrative and court cases. INV staff process various confidential requests related to DL/IDs.

Legal Affairs Division (LAD) – Driver Safety Branch (DSB):

LAD’s DSB provides post-licensing control by monitoring the driving privilege of the motoring public.

Whether it be matters of negligent operator point counts, physical and mental conditions, fraudulent issuance or use of license, commercial medical qualifications, Administrative Per Se hearings, Financial Responsibility contacts, or Special Certificates/Endorsement cases, the DSB’s specialized units within Headquarters and its twelve (12) district offices work together to ensure California’s roadways remain safe for all drivers.

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Enterprise Risk Performance Office (ERPO):

ERPO is responsible for maintaining DMV’s Business Continuity Plans, which include the Technology Recovery Plan, and will be updating these documents with input from the DXP project.

Digital Services Division (DSD):

DSD aligns digital initiatives with the DMV’s broader goals. As the digital channel and e-commerce business owner, DSD ensures that DMV online transactions and services are accessible, efficient, and secure. This includes overseeing the development and maintenance of digital platforms that facilitate millions of customer interactions, such as vehicle registration renewals, driver’s license applications, and other essential services. In addition to managing these digital channels, the DSD leads user experience (UX) design and oversees content creation and translation services.

Critical external partners for this DXP DL/ID WS3A Project include:

The Public:

DMV provides the public with DL/IDs, REAL ID, knowledge exams, driver exams, and driver safety activities.

Private Companies:

DMV provides verification and status information on drivers to private corporations, uses credit card services, and provides driver records to car rental companies, lien holders, and auto clubs. DMV also provides driver records to insurers and insurers provide proof of insurance or financial responsibility to

DMV.

Law Enforcement Agencies:

DMV provides information to law enforcement on the status of licenses and driving records. Law enforcement agencies such as, state, local, and national police agencies, the Federal Bureau of Investigation (FBI), sheriffs, and the Department of Justice (DOJ).

Other Local and State Agencies:

DMV interacts with many other local, state, and federal government entities through multiple channels to obtain or provide information. DMV shares information with other states as it relates to out-of-state driver licenses or identification cards. DMV also interacts with local government, including cities, boards, tax assessors, public defenders, and courts, for various reasons. State agencies interfacing with the DMV system include the Department of Health Services, the Franchise Tax Board, the Department of Child Support Services, the California Secretary of State, and others.

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National Associations and Federal Agencies:

At the national level, DMV exchanges information with the American Association of Motor Vehicle Administrators (AAMVA), Donate Life, Veterans Administration (VA), National Highway Transportation Safety Administration (NHTSA), Department of Homeland Security (DHS), Internal Revenue Service (IRS), Department of Health and Human Services (HHS), and the Social Security Administration (SSA).

Additional information about internal and external stakeholders affected by this DXP DL/ID WS3A Project is listed in the Bidders’ Library.

3. DESCRIPTION OF PROPOSED NEW SYSTEM OR SERVICE

The WS3A Modernization Solution will extend and enhance the Department of Motor Vehicles’ existing Salesforce-based cloud infrastructure, which already supports multiple programs including Occupational Licensing, Disabled Person Placard, Vehicle Registration, and the Driver License/Identification Pilot. The solution will build upon and reuse these proven enterprise components rather than replace them, ensuring architectural consistency, data alignment, and long-term maintainability. The system will incorporate COTS or custom-developed capabilities that integrate seamlessly with the DMV’s existing Salesforce and MuleSoft platforms, and it will be architected to support future modernization, comply with enterprise standards, and meet all functional and non-functional requirements.

A – Data Analysis, Cleansing, Conversion, and Migration

The WS3A solution will provide a comprehensive data modernization capability built directly on the DMV’s existing Salesforce data model and integration layer.

• Use the current Salesforce data structures and reusable components already deployed for other DMV applications.

• Enable automated and rules-based data cleansing to ensure data consistency across migrated legacy datasets.

• Support conversion and migration of data from legacy mainframe environments and the Enterprise Application Services Environment (EASE) into the Salesforce platform.

• Align migrated datasets with the enterprise data architecture already implemented across DMV Salesforce programs.

• Be compatible with all dataset requirements identified in the Bidders’ Library, including DL/ID, ANI, WSI, Revenue Collections, and Dishonored Payments.

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If any commercially available hardware is required to support data processing or migration activities, vendors must clearly identify the type, quantity, and purpose. Hardware needs are expected to be minimal due to the cloud-based architecture.

B – Modernization of Mainframe-Based Services and Workflows

The proposed solution will modernize legacy mainframe-based processes by transitioning functionality into the DMV’s Salesforce and MuleSoft platforms.

• Rebuild or integrate mainframe services—including Administrative Per Se (APS), DUI/IID processing, Automated Name Index (ANI), Driver License/Identification (DL/ID) operations, Website Infrastructure (WSI) backend processes, reconciliation, and dishonored payment management—within the existing cloud ecosystem.

• Support both batch and real-time processing using DMV’s enterprise integration frameworks.

• Provide forward-compatible services that remain stable through future Salesforce and MuleSoft platform upgrades.

• Include new functional modules, COTS components, or custom-developed capabilities necessary to transition mainframe operations into the modern architecture.

• Reuse existing enterprise components wherever feasible to maintain platform unity and minimize redundancy.

As required in RFP instructions, vendors must specify whether modernization is achieved through COTS modules, custom development, or a hybrid approach—and detail anticipated configuration and modification levels.

C – Use of DMV-Approved Enterprise Tools and Best Practices

The WS3A solution will operate entirely within DMV’s approved cloud enterprise ecosystem.

• Utilize DMV‑approved Salesforce configurations, MuleSoft integrations, CI/CD pipelines, security frameworks, logging standards, monitoring tools, and enterprise data practices.

• Reuse platform capabilities already developed for other DMV Salesforce applications, ensuring harmonized operations across programs.

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• Incorporate additional enterprise tools or technologies if designated by DMV during project initiation.

If vendors propose use of Generative AI technologies, they must comply with SIMM 5305‑F: Generative Artificial Intelligence Risk Management Assessment, including disclosure of AI functionality, risk mitigation plans, and compliance with DMV privacy and security requirements.

D – Warranty and Hypercare Support

The modernized system will include structured support components necessary for operational stability.

• Include warranty coverage to ensure correction of defects and maintenance of operational performance.

• Incorporate a Hypercare phase that utilizes DMV’s established Salesforce monitoring and support processes to ensure smooth post-launch stabilization.

• Integrate with DMV enterprise tools to allow proactive issue detection and remediation.

These support elements ensure the modernized services transition successfully into DMV’s production environment.

E – Compliance with Functional and Non-Functional Requirements

The WS3A system will be designed to comply fully with all requirements defined in +EXHIBIT B, including performance, security, availability, reliability, accessibility, and auditability.

To meet RFP instructions, the system description includes:

• COTS vs. Custom Development Requirements: Vendors must identify whether their solution uses COTS software configured to run within the DMV Salesforce ecosystem (and specify modification percentages), custom-developed components tailored to DMV needs, or a combination of both.

• Commercially Available Hardware Requirements: Vendors must disclose if any commercially available hardware is required and describe it clearly.

• New vs. Upgrade Integration Requirements: Vendors must explain how their solution extends the existing DMV Salesforce environment, which components will be reused, what new modules or services will be added, and how mainframe functionality will be transitioned or integrated.

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4. TERM OF THE CONTRACT

The Contract shall become effective upon approval by CDT, Office of Statewide Technology Procurement (OSTP). The base Contract term is three (3) years and three (3) months.

The base term includes:

• two (2) years and nine (9) months for the Contractor to achieve Go-Live for the complete Solution;

three (3) months of hypercare and three (3) months of warranty period.

DMV, at its sole discretion, may execute up to two (2) additional one (1) year extensions. If both extensions are exercised, the maximum Contract term shall be five (5) years and three (3) months.

The Contractor shall not be authorized to deliver goods or commence performance of services described in this Agreement prior to the effective date of the contract. Any delivery of goods or performance of services by the Contractor that is commenced prior to the effective date shall be at no cost to the State.

The State is not obligated to use any or all of these options. The Agreement is of no effect unless approved by CDT and no work shall begin before full execution of the Agreement.

5. AMENDMENT

The Agreement may be amended, consistent with the terms and conditions of the Agreement, and by mutual consent of both parties, subject to approval by the CDT Office of Statewide Technology Procurement under Public Contract Code (PCC) Section 12100. No amendment or variation of the terms of this Agreement shall be valid unless made in writing, signed by the parties, and approved by oversight agencies if required. No oral understanding not incorporated in the Agreement is binding on any of the parties.

6. LOCATION AND AVAILABILITY

The Contractor shall provide the services described in this Statement of Work (SOW) during normal State business hours, which are 8 AM to 5 PM PT, Monday through Friday, excluding State holidays. However, the Contractor may be required to provide support beyond the normal business hours, as required to successfully provide contracted services, and in cases where out-of-state work is approved in writing by

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the State. Some tasks not requiring the Contractor's on-site presence may be performed off-site if pre-approved in writing by the State.

All Contractor Key Staff shall be physically located within the continental United States and shall perform all Contract work only from within the continental United States. Contractor Key Staff may access, view, receive, process, store, transmit, or otherwise handle sensitive information only while physically located within the continental United States.

Contractor non-Key Staff may perform Contract work from outside the continental United States only with the Department’s prior written approval and only for duties that do not require access to sensitive information, production data, production files, or production environments.

Remote access to the Department’s network, systems, applications, data, or environments shall be permitted only from Department-issued or Department-approved devices and only through Department-provided or Department-approved remote access methods, software, tools, and collaboration platforms.

The Contractor shall not require, implement, or use any Contractor-selected remote access method, software, tool, or solution to access Department systems, applications, data, or environments.

Contractor Key Staff shall, upon the Department’s request, report onsite during normal business hours at the Department’s Sacramento project headquarters or at other California Department of Motor Vehicles locations designated by the Department Project Manager or Project Director. Any such onsite support, including required travel, shall be provided at no additional cost to the Department.

State holidays are listed on the California Department of Human Resources (Cal HR) website in the link below, and are subject to change:

https://www.calhr.ca.gov/employees/Pages/state-holidays.aspx

Table SOW-1: Work Locations

Location Name Location Address

California Department of Motor Vehicles Headquarters

2415 1st Avenue Sacrament, CA 95818

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TBD

https://www.calhr.ca.gov/employees/Pages/state-holidays.aspx

PROJECT/PROGRAM CONTRACT REPRESENTATIVES

Department of Motor Vehicles Contractor: TBD (post execution)

Name: Name:

Title: Title:

Telephone Number: Telephone Number:

E-mail Address: E-mail Address:

7. CONTRACT REPRESENTATIVES

All notices required by, or relating to, this Contract shall be in writing and shall be sent to the Parties of the Contract at the address set below unless changed from time to time, in which event each party shall so notify the other in writing, and all such notices shall be deemed duly given if deposited, postage prepaid, in the United States mail or e-mailed and directed to the addresses then prevailing.

The Department of Motor Vehicles contract representatives during the term of this contract will be:

Direct all contract inquiries to:

CONTRACT REPRESENTATIVES FOR INQUIRIES

Department of Motor Vehicles Contractor: TBD

Name: Name:

Title: Title:

Telephone Number: Telephone Number:

E-mail Address: E-mail Address:

All inquiries during the term of this Agreement will be directed to the contract contacts listed above.

Contract representatives may be changed by written notice without amending this Agreement.

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All notices or similar provisions specifically requiring a writing, as mentioned throughout this Contract, must also be stored in the project’s Notices Directory (unless the actual document is excluded for specific legal or HR reasons) and logged sequentially by the notifying party in the project’s Decision Log for future reference.

8. SOLUTION REQUIREMENTS

The Contractor shall deliver the Solution in accordance with the detailed functional, non-functional, technical, interface, security, data, reporting, operational, and service requirements set forth in EXHIBIT

B: FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS .

The requirements in EXHIBIT B: FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS constitute the contractual requirements baseline for the Solution. These requirements shall serve as the common scope basis for all proposals and shall remain the controlling requirements after Contract award unless modified through DMV-approved change control.

The Contractor shall not redefine, expand, reduce, defer, or exclude any requirement through design, backlog decomposition, configuration, development, testing, implementation planning, or delivery activities unless expressly approved by DMV through the applicable change-control process.

Requirement refinement after award shall be limited to clarifying implementation details necessary to deliver the approved contractual scope, including design details, configuration details, sequencing, traceability, test coverage, and release planning. Such refinement shall not be used to define new scope or shift responsibility to DMV.

DMV shall retain sole discretion to determine whether each requirement has been fully and satisfactorily fulfilled based on the applicable acceptance criteria, approved DEDs, RTM evidence, test results, defect status, operational readiness evidence, and deliverable acceptance under SECTION 18. CONTRACTOR DELIVERABLES and applicable SLAs.

9. STATE DATA CENTER OR CONTRACTOR HOSTED FACILITY ENVIRONMENT

Data affected by the scope of work of this RFP must be hosted in the DMV DXP Salesforce Platform or, if applicable, an alternative agreed-upon DMV hosting service. Requirements for cloud software are

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provided in the IT General Provisions Cloud Computing Services DGS PD 402-ITGP (Cloud) (Revised and Effective 2/20/2025).

10. STATE’S ROLES AND RESPONSIBILITIES

The State will provide project governance, business direction, technical coordination, review, approval, and access to State resources as described in this Section. The State’s roles and responsibilities are intended to support Contractor delivery and do not transfer Contractor obligations, deliverables, staffing responsibilities, schedule management, quality management, testing responsibilities, defect remediation, or acceptance responsibilities to the State.

The State resource estimates in this Section are provided for proposal planning purposes so bidders may develop a common understanding of anticipated State participation, expertise, and availability. These estimates do not constitute a guarantee of continuous availability of named individuals or specific personnel. The Contractor shall plan, staff, manage, and perform the Services without relying on State resources to perform Contractor-owned work.

The Contractor remains responsible for managing its schedule, deliverables, dependencies, risks, issues, quality, testing, defect remediation, deployment readiness, and completion of all Contract requirements.

10.1. GENERAL STATE RESPONSIBILITIES

The State will:

1. Provide project governance and decision-making authority.

2. Designate State representatives authorized to review, comment on, approve, or reject Contractor

Deliverables.

3. Provide reasonable access to State SMEs, business owners, technical staff, and operational representatives needed to support Contractor analysis, design validation, testing, implementation planning, and acceptance activities.

4. Provide existing documentation, artifacts, policies, standards, and available legacy system information reasonably necessary for the Contractor to perform the Services.

5. Review Contractor-submitted Deliverables and provide comments, approvals, rejections, or required corrections in accordance with the Deliverable review process.

6. Participate in requirements validation, design review, testing, UAT, operational readiness, State of California Department of Motor Vehicles

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deployment readiness, and post-Go-Live activities as described in this SOW.

7. Coordinate State-side decisions, approvals, and escalations necessary to support the project schedule.

8. Support coordination with other State DL workstreams, State vendors, and external entities where

State participation is required.

9. Provide access to State environments, systems, data, tools, and facilities as approved by the

State and subject to State security, privacy, and access-control requirements.

10. Identify State-side risks, issues, constraints, and dependencies that may affect Contractor performance.

10.2. State Resource Planning Assumptions

1. The following table identifies the State’s anticipated roles, responsibilities, expertise, estimated number of resources, and estimated level of commitment by contract area. The Contractor shall use these assumptions for proposal planning, schedule development, coordination planning, and dependency management.

2. Actual State participation may vary by project phase, release, deliverable, issue severity, operational need, and State resource availability. The Contractor shall not assume that State resources are available to perform Contractor analysis, drafting, configuration, development, testing, defect remediation, project management, quality assurance, or documentation responsibilities.

3.

Contract Area State Role and Responsibilities State Expertise / Resource Type

Estimated Number of State Resources

Estimated Commitment

Project Governance and Executive Direction

Provide executive direction, resolve escalated decisions, approve major scope, schedule, risk, and deployment decisions, and support cross-division alignment.

Executive Sponsor, Project Director, Steering Committee representatives

3–6

5%–10% each; higher during major decision points

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Contract Area State Role and Responsibilities State Expertise / Resource Type

Estimated Number of State Resources

Estimated Commitment

Project Management and Coordination

Coordinate State-side project activities, participate in status meetings, review schedules, track State-side dependencies, support issue and risk escalation, and coordinate State review cycles.

DMV PM, State PMO, Project Coordinator

2–4

50%–100% for PM;

25%–50% for support roles

Contract Management and Procurement Coordination

Administer Contract requirements, coordinate formal notices, review Contract compliance, support change-control processing, and coordinate procurement-related approvals.

Contract Manager, Procurement Specialist, SOW/

Deliverable Reviewer

1–3

10%–25% each; higher during change-control or amendment activity

Business Ownership and Policy Direction

Provide business direction, policy interpretation, operational priorities, and approval of business decisions affecting the Solution.

Business Owner, Policy SME, Program Lead

3–6

10%–30% each; higher during requirements, UAT, and readiness activities

Requirements Validation

Review and validate detailed requirements, clarify business intent, confirm operational needs, and participate in requirement traceability reviews.

Business SMEs, Product Owner, Requirements Lead

4–8

25%–50% during analysis/ design;

10%–25% thereafter

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/ Resource Type

Estimated Number of State Resources

Estimated Commitment

Business Rules and Legacy Process Clarification

Provide available knowledge of existing business rules, legacy behavior, operational procedures, and exception handling. Review Contractor-documented business rules for accuracy and completeness.

Legacy Business SMEs, Operations SMEs, Policy SMEs

4–8

25%–50% during rule analysis;

10%–25% during build/ test

Legacy System and Technical Knowledge Support

Provide available legacy documentation, answer technical questions, support legacy code/process walkthroughs, and review Contractor assumptions regarding existing system behavior.

Legacy Application SMEs, Mainframe SMEs, Batch/ Interface SMEs

3–6

25%–50% during analysis/ design;

10%–25% during build/ test

Architecture and Technical Alignment

Review Solution architecture, integration approach, technical design, data flow, interface design, environment needs, and alignment with State standards.

Enterprise Architect, Solution Architect, Integration Architect, Technical Lead

3–5

15%–35%;

higher during design gates and major technical decisions

Data Conversion, Migration, and Data Quality

Provide available source data information, data standards, data owners, validation support, and State review of data mapping, cleansing, reconciliation, and conversion results.

Data Owner, Data SME, Database SME, Reporting/Data Quality SME

3–6

25%–50% during data design/ conversion;

10%–25% thereafter

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/ Resource Type

Estimated Number of State Resources

Estimated Commitment

Interfaces and External Dependencies

Support coordination with State systems, other workstreams, third-party vendors, and external entities where State authorization or participation is required. Review interface assumptions and dependency impacts.

Interface SMEs, System Owners, Vendor Management, External Liaison

3–8

10%–30%;

higher during interface design, testing, and deployment

Security, Privacy, and Compliance

Review security, privacy, access, data handling, audit, compliance, and risk documentation. Provide State standards and participate in required approvals.

ISO, Privacy Officer, Compliance SME, Security Architect

2–5

10%–25%;

higher during security review and readiness gates

Infrastructure, Environments, and Access

Support State-controlled environment readiness, access approvals, connectivity coordination, tool access, and infrastructure dependency resolution.

Infrastructure Lead, Environment Manager, Access Administrator, Network/ Security SME

3–6

10%–30%;

higher during environment setup and deployment

Testing Oversight and SIT Support

Review test strategy, test plans, test cases, traceability, entry/exit criteria, and SIT results. Provide State-side support for environment, data, and dependency coordination.

Test Manager, QA Lead, Business/ Technical SMEs

3–8

25%–50% during test planning and

SIT;

10%–25% thereafter

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/ Resource Type

Estimated Number of State Resources

Estimated Commitment

UAT

Plan and coordinate State UAT participation, identify UAT participants, execute State-owned UAT activities, review UAT results, and provide acceptance input.

UAT Manager, Business SMEs, Field/ Operations Users

10–25

25%–75% during UAT windows, depending on release scope

Deliverable Review and Acceptance

Review Contractor Deliverables, provide comments, verify corrections, confirm supporting evidence, and approve or reject Deliverables in accordance with the Contract.

Deliverable Reviewers, Business Owners, Technical Reviewers, PMO

4–10

10%–40%, depending on Deliverable volume and review cycle

RTM and Acceptance Evidence Review

Review requirement traceability, confirm evidence alignment, participate in requirement satisfaction reviews, and support acceptance determinations.

Requirements Lead, QA Lead, Business SMEs, Technical SMEs

3–6 15%–35% during major review gates

OCM and Training Coordination

Provide State OCM direction, identify impacted user groups, review training materials, coordinate State training logistics, and support communication planning.

OCM Lead, Training Lead, Business Representatives

2–5

10%–30%;

higher during training and deployment readiness

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/ Resource Type

Estimated Number of State Resources

Estimated Commitment

Deployment and Operational Readiness

Participate in deployment planning, readiness reviews, cutover planning, operational transition, go/no-go decisions, and post-deployment validation.

Operations Lead, Business Owner, Technical Lead, Service Desk/ Support Lead

5–10

25%–75% during readiness, cutover, and Go-Live

Hypercare and Warranty Support

Provide State-side issue intake, prioritization input, operational feedback, and validation of Contractor remediation during Hypercare and Warranty.

Operations SMEs, Help Desk Lead, Business SMEs, Technical SMEs

4–10

25%–50% during Hypercare;

10%–25% during Warranty

Cross- Workstream Coordination

Coordinate State-side dependencies between related workstreams, including sequencing, integration points, shared testing, release planning, and issue escalation.

Workstream Leads, PMO, Architecture Lead, Business/ Technical SMEs

3–8

10%–30%;

higher during integrated planning and release events

10.3. State Review and Approval Responsibilities

1. The State will review Contractor submissions in accordance with the Deliverable review process stated in this SOW. State review may include business, technical, security, privacy, operational, testing, and contract compliance review, as applicable.

2. State review, comment, or approval of a Deliverable does not waive the Contractor’s responsibility to comply with the Contract, satisfy all applicable requirements, correct Defects, maintain traceability, and deliver a complete and operational Solution.

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10.4. State SME Participation

1. The State will make reasonable efforts to provide access to State SMEs with relevant business, technical, legacy, operational, policy, security, privacy, testing, and deployment expertise. State SMEs will provide clarification, review Contractor assumptions, participate in validation sessions, and support State acceptance activities.

2. State SMEs are not responsible for performing Contractor analysis, documenting Contractor deliverables, developing Contractor work products, correcting Contractor errors, completing Contractor testing, or compensating for Contractor staffing or expertise gaps.

10.5. State-Controlled Systems, Data, and Environments

1. The State will provide approved access to State-controlled systems, data, environments, interfaces, documentation, and tools as necessary for Contractor performance and subject to State approval, security, privacy, access-control, and operational requirements.

2. The Contractor shall identify access needs, environmental needs, data needs, and dependency dates sufficiently in advance to support State planning and approval. Delays caused by the Contractor’s failure to timely identify, request, or support required access shall not be treated as State-caused delays.

10.6. State Decisions and Escalations

1. The State will provide decisions and escalations for matters requiring State authority, including policy decisions, operational decisions, scope decisions, acceptance decisions, security approvals, deployment approvals, and cross-workstream decisions.

2. The Contractor shall document decision requests clearly, identify the required decision date, describe the schedule impact, provide recommended options, and identify any risk or dependency created by a delayed decision.

10.7. Limitations on State Responsibilities

The State is not responsible for:

1. Performing Contractor-owned work;

2. Providing Contractor staff augmentation;

3. Completing Contractor Deliverables or Work Products;

4. Correcting Contractor errors, omissions, Defects, or quality issues;

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5. Managing Contractor subcontractors or Contractor personnel;

6. Performing Contractor quality assurance or internal review;

7. Creating Contractor test cases, test scripts, design documents, code, configuration, conversion logic, interface specifications, deployment materials, or training materials;

8. Accepting incomplete or noncompliant Deliverables due to schedule pressure; or

9. Providing additional time or compensation for Contractor delays, rework, missed dependencies, or inadequate planning.

10.8. State Resource Availability

1. The State resource estimates in this Section are intended to support consistent bidder assumptions. The Contractor shall account for State review cycles, SME availability, governance schedules, security approval timelines, operational constraints, and cross-workstream dependencies in its proposed schedule.

2. The Contractor shall promptly notify the State of any State resource constraint that may affect the project schedule and shall provide mitigation options, including resequencing, parallel work, use of previously approved artifacts, or alternative review approaches, where appropriate.

11. CONTRACTOR’S ROLES AND RESPONSIBILITIES

The WS3A Project includes the discovery, analysis, design, and development of system and application interfaces, workflow functionality, consolidated databases, and application modules, as specified in EXHIBIT B: FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS, and further detailed in Section 17.

The Contractor must perform the following responsibilities:

Table SOW-2: Contractor roles and responsibilities

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No. Requirement

SOW 11-1 Requirement Execution and Integration Obligation:

The Contractor shall ensure that all staff and subcontractors perform Contract work in accordance with the responsibilities and qualifications associated with their assigned role types, as defined in the Contract and relevant project documentation.

The Contractor, including all staff and subcontractors, shall ensure complete and consistent integration of all WS3A Solution requirements—whether introduced through the RFP, onboarding sessions, discovery workshops, or other project phases—into all applicable project deliverables, work products, and artifacts subject to DMV review and acceptance. This integration obligation extends across all phases of the WS3A project, such as, discovery, analysis, design, development, and testing/test defect resolution.

Requirement sources shall include such as: memoranda, business process manuals, policy statements, regulatory requirements, technical specifications, and other authoritative documentation, whether provided in digital or physical format.

SOW 11-2 Ensure that Key Staff are onshore and performs all work on premises located within the continental United States and, if required, onsite at DMV locations.

SOW 11-3 Nearshore and offshore staff access will be limited to non-production environments and data. Nearshore and Offshore staff can do all work except for work involving access to personally identifiable information (PII) and production data. For definitions of "nearshore" and "offshore," refer to Glossary.

SOW 11-4 Ensure all persons providing services under the terms of this Contract read and provide a written agreement to the DMV Information Security and Disclosure Statement prior to commencing work.

SOW 11-5 Provide all necessary staffing resources to ensure the successful completion of project deliverables and milestones within the agreed-upon schedule.

SOW 11-6 Ensure staff participate in meetings with the State, as required by the State.

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SOW 11-7 Be responsible for the health and safety protection of its employees and/or subcontractors in the performance of this Contract, including adherence to DMV workplace policies and conformance with any current State health and safety procedures.

SOW 11-8 Adhere to all State policies, procedures, and guidelines, including access and security requirements, prior to commencement of and during performance of activities under this Contract.

SOW 11-9 Prepare all deliverables in accordance with the State and DMV's business and information technology documentation standards (currently Microsoft 365/Office) and requirements.

SOW 11-10 Provide the software (per EXHIBIT D: COST WORKBOOK), services, and equipment necessary to perform the required tasks, and for accessing DMV email, DMV services, and data, as required.

SOW 11-11 Perform services in a manner that will minimize disruption to the operational needs of the State and its partners.

SOW 11-12 Be responsible for the successful development and deployment of the Solution components developed within the Contractor's environment, including any third-party cloud-hosted environment.

SOW 11-13 Provide training and train-the-trainer sessions in a manner that does not disrupt State staff duties and operations.

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SOW 11-14 Provide perpetual, unencumbered, unequivocal, and necessary licenses to the State for unrestricted use, as part of the WS3A Solution, of any Contractor-proprietary software necessary and to be implemented for the continued operation and utilization of the System. Any such software must be listed, without ongoing cost, in EXHIBIT D: COST WORKBOOK (Bidder Provided). A one-time fee for any necessary Contractor-proprietary software may be listed if applicable.

The license requirement shall include any add-ons, accelerators, and software tools, including real-time access to any Contractor-built code repository and project management tools. Each party acknowledges the ownership of all right, title, and interest by the other party of all pre-existing intellectual property rights but recognizes a perpetual, irrevocable license to use such software as part of the WS3A Solution.

Software will not contain any disabling mechanism.

SOW 11-15 The Contractor shall be responsible for obtaining and providing all licenses for any third-party software product (including subcontractor software, if any) required for the WS3A Project and its implementation. All third-party software and associated ongoing cost obligations (during the implementation period and for five (5) years thereafter) must be listed in EXHIBIT D: COST WORKBOOK . Post-engagement Transition Assistance will allow for the transfer of required software licenses to the DMV to maintain operability and support of the WS3A Solution.

SOW 11-16 Support the installation and configuration of any necessary software on State assets to enable the use of components built as part of the WS3A Solution.

SOW 11-17 Address and incorporate all feedback received from the State (through informal feedback, from working sessions, readouts, or from formal feedback in accordance with SECTION 18.3. DELIVERABLE REJECTION & ACCEPTANCE) in the time allotted by the State or provide a justification for why specific feedback cannot be incorporated.

Such justification concerning any formal feedback must be approved by DMV in writing to fulfill this requirement.

SOW 11-18 Utilize DMV's configuration and release management, Continuous Integration/ Continuous Development (CI/CD) pipeline, and standards.

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SOW 11-19 Analyze the requirements for functional access to WS3A Solution screens and data and assign user roles according to external and internal user role requirements with authorization at a screen/transaction/field/data access level, with approved access for review, update, approval, and deletion.

SOW 11-20 Utilize the California Project Management Framework (CA-PMF) as developed by CDT for project activities.

SOW 11-21 The Contractor must ensure that Contractor staff's non-DMV laptops do not connect to the DMV LAN. Contractor staff are not allowed to access their own internet-based email accounts while using DMV equipment and DMV connections but may forward business email to their established DMV email account. All incoming email is subject to DMV security processes.

SOW 11-22 If requested, the Contractor will attend project meetings and periodic briefings for DMV's management as indicated by the DMV Contract Manager (see Section 7: Contract Representatives).

SOW 11-23 Contractor’s Key Staff identified in this Contract who are working remotely (pursuant to prior written approval by the DMV Project Director) shall, upon determination by the DMV Project Manager or Project Director, be required to report in person to any DMV-designated location in California within seventy-two (72) hours of request.

SOW 11-24 Contractor staff listed in this Contract must complete and sign DMV's Annual Anti- Nepotism Policy Certification form available in the Bidders’ Library.

SOW 11-25 All DMV interaction activities with the Contractor (and the staff responsible for those activities) must comply with DMV's core business hours of 8:00 a.m. to 5:00 p.m., Pacific Time.

SOW 11-26 The Contractor will provide any equipment necessary to perform the required duties and all costs to the State must be included in the cost workbook.

SOW 11-27 The Contractor shall assume responsibility for completion of work identified in this Statement of Work and in accordance with EXHIBIT E: INFORMATION SECURITY

AND PRIVACY PROVISIONS (4/2022).

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SOW 11-28 Complete the Department of Motor Vehicles online Privacy & Information Security Awareness Training, prior to commencement of work on this contract and annually thereafter.

SOW 11-29 Complete the Department of Motor Vehicles Telework/Remote Access Security Standard Training (when applicable).

12. KEY STAFF QUALIFICATIONS AND SKILLS

The Contractor must provide qualified staff to achieve the Project deliverables and milestones and ensure the proposed qualified staff are properly allocated across all Project System Development Life Cycle (SDLC) phases.

Table 4 – Key Staff General Requirements

Req. No. Requirement SOW 12-1 The Contractor must provide assignment of each Key Staff for

Contract activities for the duration of the Contract term, unless otherwise agreed to by the State in writing. An individual working a minimum of one thousand nine hundred (1,900) hours per year.

Key Staff positions shall not be filled with employees who fulfill the roles and responsibilities of the position in a temporary capacity and/or maintain responsibilities for another position, on this project or on a different engagement. Multiple Key Staff roles/positions cannot be filled by a sole individual.

The Contractor may propose additional staff to supplement the Key Staff roles. These additional staff will be deemed to be “Non- Key Staff”. Key Staff proposed in a specified classification must possess the Mandatory skills and experience described in this Section 12 for that classification.

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Req. No. Requirement SOW 12-2 Additional staff (who shall also be deemed Non-Key Staff) shall be proposed within ATTACHMENT 18: NARRATIVE REQUIREMENTS and may also be proposed during the life of the project to fulfill project activities and serve either full-time or…