FLHSMV-SS-009-27 PUR 7776 (IVR) Replacement.pdf

PUR 7776 (Revised 07/2022) Page 1 of 3

Incorporated by Reference: Rule 60A-1.045, F.A.C.

DESCRIPTION OF INTENDED

SINGLE SOURCE PURCHASE

(PUR 7776)

AGENCY: Florida Department of Highway Safety and Motor Vehicles (FLHSMV)

TITLE: Interactive Voice Response (IVR) System Replacement

Short description of the commodity or service desired: Replacement of the Interactive Voice

Response system and integration

CONTACT

Name: Alma Sanchez

Address: 2900 Apalachee Parkway, Tallahassee, Florida 32399

Telephone: 850-617-3176

Email: almasanchez@flhsmv.gov

Internal tracking number, if any: FLHSMV-SS-009-27

Date posted: September 28, 2026 Last day for receipt of information: October 16, 2026

This description of commodities or contractual services intended for purchase from a single source is posted in accordance with Sections 120.57(3) and 287.057(3), Florida Statutes (F.S.), and will remain posted for a period of at least 15 business days.

Commodity or Contractual Service Required (commodity or United Nations Standard Products and Services Code (UNSPSC), manufacturer, model, and description, as appropriate):

81111503 – System Integration Design

81112106 – Application Service Providers

Quantity or Term (as appropriate):

Up to 3 years

Requestor (division, bureau, office, individual, as appropriate):

Terrence Samuel, Chief Information Officer, Information Systems Administration

Performance and/or Design Requirements (e.g. intended use, function or application, compatibility, requirements; reference to policy, rule, statute, or other act of the Legislature, etc., as appropriate):

The Department intends to contract with Presidio Networked Solutions LLC (Presidio) to implement the replacement of the Department’s existing CISCO Interactive Voice Response (IVR) system, including added enhancements to ensure continuity and improve overall customer satisfaction.

PUR 7776 (Revised 07/2022) Page 2 of 3

Incorporated by Reference: Rule 60A-1.045, F.A.C.

As Florida’s credentialing agency, the Department’s call center provides support for almost 19 million driver licenses/identification card holders. Each year, the Department issues more than

5.87 million driver licenses and identification cards, along with 29.62 million motor vehicle titles and registrations in Florida which entails around 1 million phones calls annually, creating substantial demand for customer service through the Department’s call center. The Department’s call center utilizes an Interactive Voice Response (IVR) system to route calls and offers some self-service options, such as paying a fine to reinstate a driver license. The existing IVR technology will reach end-of-support in June 2027, including the text-to-speech engine currently in use.

The IVR is critical to sustaining call center operations and enabling the Department to deliver efficient, reliable customer service. If not supported, the self-service options would no longer be available, requiring interaction with a live agent, and significantly increasing workload and customer dissatisfaction.

Presidio’s knowledge of and more than ten years of experience with the Department’s existing

IVR system, including that system’s critical integrations with other systems, payment processing workflows, and security requirement, make it uniquely qualified to timelessly and seamlessly implement CISCO’s IVR modernization solution, while sustaining the Department’s call center operations. Through 2028, Presidio is responsible for staff augmentation services associated with the Department’s call center and IVR system operations.

Intended Single Source:

Presidio Networked Solutions LLC

8647 Baypine Road

Building 1, Suite 100

Jacksonville, FL 32256

Estimated Dollar Amount:

Up to $3,500,000

Justification for single source acquisition (what is necessary and unique about the product, service, or source; steps taken to confirm unavailability of competition, as appropriate):

FLHSMV requires a single, fully qualified vendor to assist with the replacement of its current

Interactive Voice Response (IVR) system and continuation by providing comprehensive, ongoing maintenance. Presidio demonstrates the level of product expertise and more than a decade of institutional knowledge of the Department’s business processes and technical environment including ACH payment workflows and sanction clearance procedures governed by Florida

Statutes Sections 322.245 and 324.0221 which are necessary to continue supporting, maintaining, and enhancing the IVR system and call center and the complex operational infrastructure.

Presidio’s knowledge reduces both implementation risk and the likelihood of service conflicts and interruptions that occur when multiple vendors manage parts of a complex system, while simultaneously enhancing the Department’s ability to increase customer satisfaction, accelerate issue resolution, and meet all mandated service delivery requirements.

PUR 7776 (Revised 07/2022) Page 3 of 3

Incorporated by Reference: Rule 60A-1.045, F.A.C.

Presidio is the only vendor with the expertise, resources, and knowledge of the Department’s associated systems to deliver a complete IVR modernization solution that meets the Department’s quality, functionality, and cost expectations, especially within the required timeline. Presidio’s long-standing familiarity with the Department’s IVR environment significantly reduces implementation risk and minimizes the service conflicts and interruptions that can occur when multiple vendors manage components of a complex system. This depth of knowledge enables

Presidio to support seamless operations, enhance customer satisfaction, accelerate issue resolution, and ensure the Department meets all mandated service delivery requirements.

Approved By (names & titles, as appropriate, e.g., requestor, requestor management, information systems, budget, purchasing):

Terrence Samuel, Chief Information Officer, Information Systems Administration

Mark Hernandez, Chief of Purchasing and Contracts

Stephanie Sanford, Procurement Administrator

Prospective vendors are requested to provide information regarding their ability to supply the commodities or contractual services described. If it is determined in writing by the agency, after reviewing any information received from prospective vendors, that the commodities or contractual services are available only from a single source, the agency shall provide notice of its intended decision to enter a single-source purchase contract in the manner specified in Rule 60A-1.045, Florida Administrative Code, and section 120.57(3), F.S.