Goals_Objectives and Scope of Work.docx

Goals, Objective and Scope of Work

1. NDOW would like to meet the following strategies:

1.1 Ability to implement Legislative requirements and changes (meets Governor’s objective to create efficient and response state government)

1.2 Ability for NDOW administrators to internally reconcile reports and effectively manage data (meets Governor’s objective to create efficient and responsive state government)

1.3 Leverage intuitive technologies, especially web, mobile technologies, and Artificial Intelligence (AI), for a modern and intuitive customer service experience

1.4 Leverage intuitive technologies, especially web, mobile technologies and AI, for safety initiatives in law enforcement (meets Governor’s objective to create safe and livable communities)

1.5 Provide modern, consistent, and adaptable customer interfaces leveraging cloud-based solutions for online usage

1.6 Manage customer data using a (a single point of record) linked to many transaction records across all customer service-oriented data systems

1.7 Deliver business solutions based on established statutes, regulations, procedures, and policies

The following components summarize NDOW’s existing data system and highlight the key features and enhancements this project will need to address:

2. Nevada Department of Wildlife License and Registration System:

2.1 Vessel titling and registration decals and sales

2.2 Hunting, fishing, and trapping license sales

2.3 Targeted, automated customer outreach and subscription-based messaging to improve recruitment, retention, and reactivation of lapsed customers

2.4 Customer service call center support, including activity tracking and reporting

2.5 License agent sales infrastructure, including hardware and software needs

2.6 Managing special licenses and permits (SLAPS), including online applications, review, approval, and reporting processes

2.7 Aquatic invasive species decal sales

2.8 Conservation/Safety Education Programs (e.g. boating, hunting, and angling education courses) management, including event management, student records, and customer growth programs

2.9 Law enforcement citation tracking and revocation of customer privileges that links to all aspects of the data system

2.10 Data and records retention and reporting services to meet all governmental requirements

3. Volunteer Data System:

3.1 Track volunteers, including personal information, hours worked on behalf of NDOW, and other relevant information

3.2 Link volunteer records to customer records from License and Registration System described above

3.3 Track required applications and forms

3.4 Track and manage volunteer opportunities and events

3.5 Targeted, automated messaging for new and existing volunteers

3.6 Track and manage volunteer information such that accurate financial accounting can be reported to meet federal funding requirements

4. Online Application System:

4.1 Administer the statewide online application system and licensing programs

4.2 Receive and process applications and fees electronically through the internet

4.3 Conduct randomized drawings for all applicable tags, permits or reservations

4.4 Link to the License and Registration System described above to track customer bonus points, waiting periods, and suspensions for draws and integrate those variables into the application process

4.5 Produce and distribute tags and licenses awarded through the application process, either electronically or via mail and durable stock based on customer preference

4.6 Process electronic records for refunds through the state banking system

4.7 Produce reports for NDOW and the public

4.8 Provide a means for recording harvest results and tracking the reporting process; Process administrative penalty fees associated with late reporting

4.9 Customer service call center support, including call logs, tracking and reporting

4.10 Hold applicable hunting tags from fulfillment if they require members of the public to attend educational courses, require background checks, or additional approvals based on the property within a hunt unit

4.11 Conduct drawings in a public and transparent manner that creates trust among the public and sportsmen

5. To meet the needs and develop the components described above, vendors must also provide a Project Plan detailing the following:

5.1 Hardware needs

5.2 Software needs

5.3 Technology development and maintenance plans

5.4 Telecommunication needs

5.5 Deployment plans, including quality assurance testing, documentation, “go live” and post “go live” plans as needed; Training (including documentation)

5.6 System documentation and user manual

5.7 Disaster recovery plan

5.8 Support for the proposed solution including customer call center, license vendor support; NDOW technical support, and reporting capabilities related to citizen feedback, clarification, and education

5.9 Risk analysis and plan with bi-weekly status reports regarding project scope, budget, and timelines

6. Goals and objectives: Deliver products and services to our customers

6.1 Product purchases must be simple, fast, accessible and convenient

6.2 Create automated options for recurring annual purchases of tags, licenses and vessel renewals

6.3 Provide complete and comprehensive services available over the counter, web, in app, and mobile access

6.4 Deliver durable products where necessary

6.5 Establish consistent methods of operation and customer processing for all services provided

6.6 Update customer records in real time and provide real time reporting

6.7 Maintain accurate and current customer information linked to all transaction records in related data systems

6.8 Allow customers to track the status of their services

6.9 Provide customers with the ability to complete forms online

6.10 Integrate data captured from online forms with existing databases in real time

6.11 Provide innovative methods relating to recruitment, retention and reactivation

7. Provide intuitive, efficient tools for our license agent and service delivery partners:

7.1 All processes must be easy to understand and use

7.2 Call support meets customer demands during all seasons

7.3 Direct ordering access of publications and supplies provided by NDOW

7.4 Accurate account detail that reports sales and fees collected

7.5 Create intuitive tools for agent use that enable marketing opportunities

8. Support law enforcement to ensure compliance with Nevada laws:

8.1 Make data continuously accessible to law enforcement staff leveraging mobile technology as needed

8.2 Provide complete, accurate and up-to-date customer information that captures all aspects of a customer’s personal and transactional information in one data system. Allow this customer information to be present and viewable through the LE field app

8.3 Support law enforcement citation/revocations and child support enforcement revocations

8.4 Provide measures to detect fraud for law enforcement purposes

8.5 Develop innovative mobile tools, such as geo-targeting, to generate information for law enforcement

8.6 Develop innovative mobile tools to alert customers to geographic issues (hunt areas) and safety concerns (boating weather and safety alerts)

9. Timely revenue collection:

9.1 Collection of funds from sales locations via electronic transfers

9.2 Provide user-defined reporting in a comma separated value (CSV) or other required report format

10. Comprehensive database and complete information access:

10.1 Integrate all data management systems such that NDOW customers are represented by a unique customer record linked to many transaction records as needed. User-friendly interface to the customer database for data inquiries, corrections and updates, and law enforcement verifications

10.2 Tiered system access based on defined user roles and responsibilities

10.3 Interface tools that provide flexibility for user defined reporting and financial accountability

10.4 Provide data service endpoints that allow the creation of custom applications by NDOW staff and third-party vendors as needed

11. Reduce workload and costs:

11.1 Promote self-service options for customers, agents, volunteers and instructors

11.2 Interface with Nevada Driver’s License files, and other data agencies, such as Department of Motor Vehicles, eAgent, and Health and Human Services, if applicable to minimize data entry requirements

11.3 Enable customers to update personal data online and enable auto renewal of recurring privilege purchases

11.4 Utilize automation to create efficiencies and reduce costs

12. Maintain confidentiality of data and comply with Nevada Revised Statutes (NRS) and Nevada Administrative Code (NAC):

12.1 NDOW is sole owner of all data collected and maintained by the system(s)

12.2 Adhere to government required data retention policies

12.3 Allow the customer to provide permission to NDOW relating to the sharing of the customer’s personal information when the customer’s information is requested by third parties

13. Leverage investment:

13.1 Utilize point of sale (POS) infrastructure for multiple business functions

13.2 Take advantage of emerging, but proven technologies

13.3 Interface with multiple related systems

13.4 Invest in new hardware only where essential to reliable operation or as system performance requirements dictate

13.4 Create a standard for use and replacement or upgrade

14. Provide flexibility to change as new business requirements are identified:

14.1 New approvals, products and business rules must be readily accommodated when necessary

14.2 Change process is well managed and implemented in all aspects of system delivery

14.3 Provide a source code escrow account for all source code related to the system and system integrations

14.3 Transmission of the source code, through the escrow account, to NDOW will be triggered if the Vendor goes out of business, Vendor elects to sell or otherwise transfer the contract or related services and that transfer is not completed, or otherwise fails to deliver contract requirements with no reasonable remediation Scope of work The scope of this project includes the expectation that modern and intuitive solutions are implemented to make the customer experience easier and more efficient, while providing enhanced access to the information and tools NDOW needs to fulfill its mission.

15. The Department is examining all aspects of its data management and online customer services. NDOW seeks to take advantage of emerging technologies, add intuitive functionality and integrate mobile functions to create a combined system that is customer friendly for our stakeholders and easy to use for our employees and partners. The vendor will strive to produce a long-term solution to deliver quality to Nevada’s citizens.

16. NDOW is responsible for issuing documents that grant individuals the privilege to hunt, fish, trap, and operate watercraft in the State of Nevada. Most of these documents and their fees are processed collected, recorded, tracked and reported through the licensing system.

17. The licensing system conducts computerized game tag drawings, producing and mailing game tags and licenses awarded through the application process. The program also processes files for refunds; processing tag returns, issues alternate tags, produces reports for NDOW and the public, processes big game tag harvest questionnaires and also provides a call center for the program, handling correspondence to include emails, confirmations, required mailings and phone calls from the public regarding the program. In a similar format to big game, NDOW issues questionnaires to a variety of customers who meet a specific criterion or hold a specific license. Most of these questionnaires also have a deadline and if the license holder does not submit on time the customer will be unable to purchase certain licenses in the following year. The Volunteer Program tracks recruits, volunteers and events for NDOW, and conservation education program tracks and manages students and certificates.

18. The licensing system addresses the needs of several user populations:

18.1 Customers: The public has access to the licensing, applications, vessel registration, AIS, HIP, Hunter Education, boating education, and volunteer functions and products offered through the licensing system via their personal internet connection.

18.2 License Agents: The Department has around 40 licensed agents statewide who have access to sell permits, licenses and stamps to customers through Point of Sales (POS) systems. Equipment is currently provided by the licensing vendor to the agents.

18.3 NDOW employees: Active users of the licensing system include most divisions within the Department.

19. The Volunteer Program addresses the needs of two distinct user populations:

19.1 Volunteers

19.2 NDOW staff

20. Enhancements or modifications to the licensing system and associated programs are routinely requested or required by various sources (Nevada Legislature, Wildlife Commission, department requirements, etc.). Timelines for completing changes varies but may be short.

21. Objectives for the purposed solution must be:

21.1 Internet based, fully formatted for mobile use as well as desktop computers

21.2 A fully operational system bringing together separate database programs with reporting function based on one customer number with information that includes history

21.3 Up to NDOW’s standards for meeting operational rules and business processes, including all fiscal governance and responsibilities

21.4 Able to leverage all technology currently available enabling citizens to experience a unified, easy to use, self-service application

21.5 Able to comply and accommodate all Nevada Revised Statute (NRS), Nevada Administrative Code (NAC), Commission Regulations and federal requirements. Compliance requirements regularly change, and the system must be able to address those changes

22. Activities and deliverables for the proposed solution (including the tag draw) may include but are not limited to the following:

22.1 Deliver the project requirements to include organizing project work team, finalize detailed work plan, define areas of responsibility, and develop a detailed schedule that completes implementation by August 1, 2027

22.2 Address system requirements by providing solutions to major functions, finalize scope of application and determine interest in all or partial sections of this RFP

22.3 Proposed general design based on Sections 3 and 4 (to include potential enhancements)

22.4 Develop plan implementation tasks, personnel requirements and implementation timetables to include all test, data requirements, technical/functional requirements, training and other specific detail to this RFP

22.5 All tasks performed by the awarded vendor may be reviewed by the QA monitor as well as State staff.

23 QUALITY ASSURANCE: Vendors shall describe the quality assurance methodology and processes utilized to ensure that the project shall satisfy State requirements as outlined above in the Scope of Work of this RFP.

24 VENDOR RESPONSE TO SCOPE OF WORK: Within the proposal, vendors shall demonstrate their approach to meeting all the requirements described within Sections 3 through 9. Submissions that do not include a proposal to all requested items within the RFP will not be considered.

25 If subcontractors shall be used for any of the tasks, vendors shall indicate what tasks, and the percentage of time subcontractor(s) shall spend on those tasks.

Vendor's response shall be limited to no more than five (5) pages per task not including appendices, samples and/or exhibits.