NDOW Licensing System - RFP - Attachment 4.1.2 System_Technical_Functional Requirements.docx

NDOW Licensing System RFP – System, Technical, Functional Requirements – Attachment 4.1.2

4. ATTACHMENTS

4.1.2 SYSTEM REQUIREMENTS

4.1.2.1 VENDOR RESPONSE TO SYSTEM REQUIREMENTS

Vendors must explain in sufficient detail and demonstrate how they will satisfy the Nevada Department of Wildlife’s project requirements described below. If subcontractors are used for any of the tasks, Vendors must indicate what tasks, and the percentage of time subcontractor(s) will spend on those tasks. Vendors must also include how they will provide direct oversight and quality assurance/quality control for subcontractors.

4.1.2.2 COMPUTING PLATFORM

A. Hardware: Vendors shall submit a list of hardware (excluding NDOW desktop hardware) that will be used to provide the services required under this RFP and shall state whether each item will be dedicated exclusively to those services or shared by all systems with other applications. Each bidder must document how the listed hardware will be sufficient to provide all the services required under this RFP. The solution must be at minimum Tier 3 data management standard or above.

4.1.2.3 TECHNICAL REQUIREMENTS

A. Database Requirements

A.1 System Description: Vendors must provide a description and process diagrams of the conceptual design or architecture of the proposed solution so it is clear how transactions from all sources will be processed simultaneously. This should include the major functions to be provided by the Vendor as well as how they interact. Vendors should describe each component included in their design and indicate the location of facilities involved in the system. In addition, if the processing and/or database servers are shared with other clients, the Vendors should identify the other clients and provide data indicating how Nevada business could be impacted, and all other client’s peak transaction processing dates. List and reference specific equipment, service providers, systems, and data management and application software being proposed.

A.2 Servers: Vendors should identify how the processing and database servers (including any at subcontractor locations) will accommodate the estimated system transaction volume and the volume of users of the System Administration tools. Vendors should demonstrate past experience in managing database servers to accommodate peak traffic and include data on peak traffic rates that were handled successfully.

A.3 Historical Data: The awarded Vendor must import all historical data from each module into the proposed database. All data imports must be validated for accuracy against the historical records by the Vendor. The Vendor must describe the import and validation processes and provide this to NDOW for verification. Vendor must provide a report on the import process and validation results. Any discrepancies must be resolved before the report is finalized. The database must be accessible to all users of the system with appropriate access controls. The proposed system must allow customers to continue to use their existing customer ID and allow viewing of current and previous transaction history, including all detailed information associated with the transaction history. The awarded Vendor must convert existing data to pre-populate the new system’s database with 100% accuracy from the following areas:

1) Hunting and Fishing Licenses

2) Vessel Titling/Registrations

3) Conservation Education/Programs

4) Law Enforcement Citations/Revocations

5) Harvest Information Reporting

6) Tag/Hunt Applications, including hunter choice data,

7) Tags Awarded and Status (Awarded, Returned, Deferred, etc.)

8) Eligibility and Waiting Periods

9) Bonus Points (current points and history of previous point accumulation and use)

10) The Volunteer Program

11) Special Licenses and Permits

A.4 Data Protection: The awarded Vendor must demonstrate how the proposed systems will protect the data within the database from use of external cyber-attacks, including protections against AI.

B. Fulfillment: The proposed solution must be able to provide the customer with a receipt or confirmation of purchase for any transactions that are fee based. The solution must include delivery of physical and electronic documents (licenses, permits, tags, vessel registrations, etc.) where applicable. Vendors should describe how the proposed system ensures organization, accuracy, and timeliness when processing fulfillments. Tag and licenses may be printed in pre–sorted zip code order to take advantage of reduced postal rates. Tags are mailed out along with any inserts or swag as approved by NDOW.

C. Support and Training: The proposed solution must include a system user manual, remote support for devices and agents and provide a detailed training method. The solution must meet all support and training requirements for both agents and NDOW staff. The system user manual must be reviewed and updated by the Vendor no less than once per three years.

D. Remote Capability: The proposed solution must include remote monitoring capability that can notify the Vendor of existing or potential operational malfunctions. Monitoring should include but not be limited to issues with connectivity, display, printer, input, device or power.

E. Hardware

E.1 Housing: The housing must be durable, intuitive, convenient, and compact. The Vendor will provide detail to the dimensions, shape and a proposed design to the device. Hardware must be intuitive current technology. Vendors must propose the solution to this. Indicate the solution’s method of input (touch screen, keyboard, etc.).

E.2 Display: Provide details to the display including size, functionality, accessibility, and durability.

E.3 Printer: Provide details on the printer required for output of materials. Include information on printer model, size, durability, functionality and ease of access (for support).

E.4 Durable Stock: Provide details on the waterproof and tear proof durable stock that is proposed including capability with printer technology and current availability. Allow NDOW the option to include an agency logo, watermark and company information on the stock.

E.5 Network Interface: Provide details to the available network interfaces. Indicate if the device is capable of dial-up or wireless network interfaces.

F. Device Requirements

F.1 Device Variety Solutions: NDOW is interested in exploring the possibility of providing a variety of device solutions, especially mobile, to our staff, license agents, and our customers.

F.2 State Approved Devices: The state must have the ability to control which business components each agent, location, or device is authorized to access.

G. Point-of-Sale: The awarded Vendor must at a minimum provide a Point-of-Sale component for the automated licensing system and a browser-based solution for vessel registration.

H. Hardware: The Vendor’s proposal must identify each hardware configuration, including the life expectancy of the proposed hardware. The licensing point-of-sale solution may be flexible to allow agents to utilize their own PC solution or Vendor provided hardware and software. The proposed solution shall allow agents to input data and must produce customer license documents.

H.1 Device Footprint: Device is expected to reside on a countertop or desktop for use in areas with limited space.

H.2 Device and Printer Durability: Devices and printers must be able to withstand the adverse conditions and transaction volumes that may exist in the agent’s place of business.

H.3 Device and Printer Specifications: Devices and printers must meet or exceed FCC specifications for use in residential environments and be UL approved.

I. Enhancements to Proposal for Point-of-Sale Equipment

I.1 Additional Equipment Options: Vendors must propose a pricing structure for equipment and support for agents wishing to acquire additional point of sale devices above and beyond NDOW’s inventory. All devices must be tracked and recorded in an inventory module within the system and accessible by NDOW staff.

I.2 Bar/QR Code Scanners: The solution may include a bar code or QR code scanner capable of reading the State’s two-dimensional (2D) bar code driver's license and ID cards and/or bar/QR codes printed on license documents. POS devices may be required to read 2D bar code licenses encoded in the American Association of Motor Vessel Administrators (AAMVA) encoding standard.

I.3 Credit Card Swipers at Sales Terminals: The solution may include an option for a credit card swiper set up at NDOW regional offices that process regular transactions. This solution must be compatible with a State of Nevada approved device that can receive secure payment.

I.4 Digitally Captured Signature Devices: The solution shall include a signing device to capture the customer’s signature at the point-of-sale terminal. This signature image must be transmitted and related to the individual transaction for a defined period of time.

J. Deployment, Installation and Training for Use of Point-of-Sale Equipment

J.1 Training: The awarded Vendor shall provide visual aids, a quick reference guide, a video, and a user manual.

J.2 Installation: Vendors shall provide an installation plan that details all activities required to successfully install and operate the equipment.

1) Validation and Diagnostics: Utilize equipment validation and diagnostic tests as prescribed by Vendor to verify that the equipment functions properly.

2) Problem Notifications: Automated notification of Vendor of any operational problems with the equipment.

K. Maintenance of Point-of-Sale Equipment

K.1 Maintenance: Vendor will render maintenance service to keep equipment in or restore equipment to good working order (referred to as “Equipment Repair/Replacement Service” or “ERS”).

L. Data Access – Replication Services

L.1 Secured Data Access: The Vendor must provide secured access to a real-time copy of the production data. Vendors should identify the proposed hardware, software and connectivity as well as the data replication process and recommend the frequency that the data replication should occur. Vendors should identify the reporting tools NDOW staff will use to perform queries and describe the various levels of security established on the replicated server.

M. Interfaces to the purposed system

M.1 State Accounting System Interface: includes creating the financial interface file daily and making it available to NDOW staff so it can be added into the State of Nevada accounting system. Each product is attached to a specific budget account which moneys collected from the product are deposited in. The daily financial interface must provide a downloadable report of all products sold and the budget account associated with the product for reconciliation purposes.

M.2 Department of Children and Families Support Interface: The solution will provide an interface with State Department of Welfare for inquiry purposes.

M.3 Department of Justice eAgent System Interface: The awarded Vendor will be required to coordinate with the Department of Justice to develop a web services interface to ensure that the law enforcement Justice System is capable of querying databases hosted by the Vendor. This interface will require 24 x 7 x 365 support.

M.4 Nevada Circuit Court Interface: The awarded Vendor will be required to coordinate with the Nevada Office of Justice Assistance to develop a web services interface to accommodate the receipt of adjudication information from Nevada circuit courts.

M.5 Federal Duck Stamp Interfaces: The awarded Vendor will be required to supply the federal Fish and Wildlife Service Vendor with a file of customers who have purchased an electronic federal duck stamp through the Nevada licensing system.

M.6 Department of Motor Vehicles Driver's License Interface: The Department of Motor Vehicles may provide the awarded Vendor with a link to Nevada Driver’s License database proposed solution to be used to verify customer identity and residency.

M.7 Harvest Information Program (HIP) Extraction: Includes creating and appending HIP survey records to the Federal HIP file, and the creation of the HIP audit report. NDOW is responsible for the actual submission of the information to USFWS.

M.8 Seasons and Quotas Program: Includes integration with or creation of a program with a similar concept that tracks the Commission proposed and approved hunt seasons and quotas for use within the draw system.

N. Redundancy, Failover, Backup and Recovery

N.1 System Back-Up Plan: The proposed solution must include redundancy in all major components. Adequate backup resources are required to minimize any risk of system failure, lost transactions (sales revenue) or data corruption. Vendors should describe exactly what redundancy and back-up is provided with the proposed system.

N.2 Escrow: The proposed solution must include an escrow option for the State of Nevada to own the source code for the licensing system in the case of a catastrophic event where the Vendor goes out of business, the system is no longer maintained by the licensing Vendor, or the Vendor sells or otherwise divests in a manner that is detrimental to the State of Nevada.

N.3 Backup and Recovery

1) System Backup: The system will require a degree of redundancy so that batch programs such as data backups may be performed without interruption or degradation of on-line system performance.

2) Automated Backup: System backups must be scheduled to run automatically.

3) Data Restoration: Restoration of data from backups must be a straightforward, well-documented operation that can be completed within a few hours after error detection.

4) Disaster Recovery Plan: Vendors shall provide a Business Continuity and/or Disaster Recovery Plan that must include the following:

a) Activation and preparedness procedures.

b) A recovery strategy that ensures that disrupted operations will be resumed in seven calendar days or less.

c) The locations of on-site and off-site recovery operations center facilities.

d) Vendor support agreements.

e) Any logistical information required to effectively recover from a disaster.

f) The awarded Vendor must test the procedures included in the approved Business Continuity/Disaster Recovery plan at least once each calendar year during the term of the contract. The test plan will be subject to the approval of NDOW, and all tests will be conducted at a time and place proposed by the Vendor and approved by NDOW. NDOW may, at its own expense, contract with a third party to monitor the testing and review documentation and procedures related to the plan. The results of any audits will be documented and provided to the Vendor and NDOW. Significant findings from any audits conducted will be addressed in a satisfactory manner to the Vendor and NDOW.

O. Transaction Processing Requirements (Volume)

O.1 High Volume Traffic and Sales: NDOW routinely experiences known high transaction volumes during certain seasons, first-come first-serve tag offerings, application deadlines, tag/hunt results public postings, and vessel registration periods. During these high-volume sales periods, the system must be capable of maintaining normal business processing while at the same time accommodating the possibility of all point-of-sale devices plus a high volume of internet customers accessing the system and submitting transactions simultaneously. This requirement is critical to the success of the automated system.

O.2 Database Communication: During customer/agent/user inquiries and transactions, the system must transmit data to the central database and receive a response from the central system within 3 seconds. The system must utilize security and validation procedures that ensure only authorized access to the terminal and that only authorized terminals can access the central system.

P. Security Administration

P.1 Security Management Plan: The awarded Vendor will provide a security management plan, which will describe security management for the central database and all interfaces. NDOW requires various levels of security. The Vendor must provide security management tools to enable NDOW staff to control and monitor administrative and agent access. The Vendor is responsible for ensuring that they and all subcontractors establish and maintain an appropriate level of security in connection with the automated system. The Vendor’s proposal shall describe the security controls that will be used in the performance of the services required under the RFP. The Vendor will report on security controls (audit) quarterly.

P.2 PC Security Standards: The solution’s administrative tools must maintain compatibility with current PC security standards and be able to meet future security standards as needed. Vendors should describe how the proposed solution would meet the high-volume use and security requirements.

P.3 Multi-Factor Authentication: The proposed solution must include multi-factor authentication for administrative users via email and/or text message at the users or NDOW’s preference. NDOW is interested in offering multi-factor authentication to customers via email and/or text message at the user’s preference.

Q. Reporting requirements

Q.1 Automated Reporting: The awarded Vendor will provide the capacity to produce automated pre-defined system reports to NDOW. These reports will be used to monitor transaction activity as well as the operation and performance of the automated system. The reports shall be available upon demand and provide information on system processing speeds, system availability, and reliability and will be used to measure compliance with performance and technical standards. All system reports must be provided in an electronic format that allows NDOW to import the data into a spreadsheet or electronic database. System performance metrics may be presented as a dashboard application to accommodate on-demand information needs.

Q.2 Variable Information Reporting: The awarded Vendor will provide query tools that provide NDOW with the capability to create user defined reports to run sales, transaction and system operation reports user-defined date periods and other reports as needed.

1) Administrative User Interface: The solution will provide a secure web interface to the database that will be used to access and manipulate real-time system data. The system must provide management tools allowing NDOW staff to control access to the system, track entries, view and update harvest information, and produce reports. All data manipulations must be logged, including the type, date, time and User ID. The Vendor will demonstrate their solution that will, at a minimum, allow NDOW staff to perform the following functions:

a) Manage Customer and Business Record Files: Includes the ability to create, modify and combine customer and business records. Historical information on licenses, conservation and safety education, harvest, tag and permit applications and awards, HIP surveys, vessels, citations and revocations must be available.

b) Management of Agents: Enrollment of agents, updating agent information, setting agency class and type, managing equipment inventory, help desk activity (service provided by the Vendor and NDOW), monitoring sales, transactions, and revenue collections and failures (ACH or Electronic Funds Transfer), and suspend, terminate, or lock out agents and/or individual users.

c) Template Control: Must provide NDOW staff the ability to add and update print templates.

d) Print-To-Mail: The proposed solution must support direct print to mail functionality for batch processing output for NDOW and Vendor use. (Letter Writer ability with approval from NDOW for all printed material).

e) Problem Management Tracking System: The solution must include a tool to track agent communications with the Vendor, agents, and NDOW helpdesk staff regarding hardware and software issues. The solution must provide NDOW staff with the ability to view and add comments.

f) Manage Agent Publication & Supply Order: The Vendor shall develop a publication and supply order tracking system that allows NDOW to manage receiving, distribution and tracking of publication and supply orders received from license and registration agents. NDOW must have the ability to add/modify/delete items on the registration agent supply list.

g) Activate/Void/Reverse/Invalidate and Refund Transactions: Includes the ability to change transaction status and control whether an agent is charged for a transaction or portion of a transaction. Must allow NDOW to mark a transaction or portion of a transaction as refunded and store staff comments at the transaction level. Each system component has its own business requirements for handling transaction management.

h) Sales prompts and surveys: Includes the ability for NDOW staff to create, edit, enable and disable prompts to be used during the sales process. These prompts will help track customer utilization and preferences and must be tracked throughout the system.

i) Recording: The system must record any changes to customer accounts, money received from products purchased by customers, refunds issued to customers, and product history held by the customer.

R. Business Resumption Planning: A Business Resumption Plan for the proposed system must be developed and in-place. The awarded Vendor must identify and establish off-site procedures, locations and protocols addressing checkpoint and restart capabilities, retention and storage of backup files and software, hardware backup for data entry equipment, emergency power backup and network backup for telecommunications.

S. Entity Relationship Document: The awarded Vendor will be required to develop and maintain an up-to-date Entity Relationship Document (ERD) throughout the contract term. The awarded Vendor will provide the up-to-date ERD to the state upon the state’s request.

T. Security Administration Tools

T.1 Security Administration Tools: Include the ability for NDOW security managers to manage access and view logs of all users at NDOW, Vendor, and subcontractor locations authorized to access the system. Logging should include authorized use, unauthorized attempts of use, and security violations.

T.2 Security Levels: The solution must allow for various levels of security for each element of the administrative user and agent interfaces. All data manipulations and administrative user and agent interfaces. All data manipulations and administrative transactions should be logged, including the type, date, time and User ID.

T.3 Security Reporting Tools: Include the ability for NDOW to generate reports of authorized users at each security level. Describe the proposed reporting tools NDOW staff will use to generate reports of users and their access levels.

T.4 Internal Security Measures: Must meet or exceed state requirements.

T.5 External Security Measures: Must meet or exceed state requirements to ensure database and transaction integrity

U. PCI Compliance Requirements: Vendors must include in the proposal a copy of certificate of compliance meeting the Payment Card Industry Data Security Standards.

V. Training Plans and Documentation

V.1 Training Plans: To meet the training objective, the Vendor shall prepare and submit a plan to NDOW for approval at least one month prior to the start of each preoperational testing phase. The plan shall encompass the following:

1) Staff for Training: Plans, by category, of who shall receive training, including agents, NDOW Regional Offices, NDOW information technology personnel, NDOW Financial Specialist personnel, NDOW Administration personnel, and NDOW Enforcement personnel.

2) Training Curriculum: Proposed training curriculum that identifies specific system functions and components to be covered.

3) Training Delivery: Proposed method of delivering the training and a delivery timetable. The training of agents need not be conducted one-on-one at the agent site but may be conducted by group/regional area.

4) Ongoing Training Plan: Proposed plan for ongoing training for new agents, new NDOW employees, system enhancements, and refresher courses.

V.2 Training Documentation: All training materials shall also be provided to NDOW in electronic media in an editable format. Documentation shall be updated, as needed, to reflect changes in policy, support phone numbers, and equipment. Revised materials shall be distributed to all agents. NDOW will specify quantities of documents. The Vendor shall provide the following documentation to NDOW for its approval at least two weeks prior to the start of the pre-operational testing phase:

1) Pre-installation checklist and requirements for installing POS devices.

2) Step-by-step POS device training.

3) Device reference documentation for using all the device’s features.

4) Troubleshooting steps for resolution of common problems.

5) Procedures and instructions for working with the electronic funds transfer system.

W. Testing/Quality Assurance: All hardware, software, interfaces, system features and functions, materials, services, and any other subsystem provided by the Vendor must be thoroughly and satisfactorily tested by the Vendor prior to delivery to the State for inspection.

W.1 NDOW Review: Test plans, procedures, and subsequent test reports for all components will be delivered to NDOW for review, comment, and approval prior to the commencement of the testing phase. At the completion of the testing for each component, the Vendor will provide a test report for NDOW review and approval.

W.2 NDOW Testing: NDOW shall have a period of inspection and testing for all newly requested enhancements and regular annual events or service provided to NDOW customers, as determined by NDOW, before NDOW will certify each deliverable acceptable and ready to be put into production. The period will vary depending on the service or product being tested. Inspection and testing periods for initial or enhanced system design will be negotiated during final system design based on the awarded Vendor’s proposed solution. Inspection and testing periods for any future system changes will be negotiated as part of the change request process. If any deliverable does not meet the requirements of the contract, NDOW will notify the awarded Vendor in writing of referenceable system deficiencies.

W.3 Future Enhancements: Future enhancements to the licensing system will be requested by NDOW detailing the objective, current process and desired change. Clarification of the enhancement request will be provided to the licensing Vendor as needed. The licensing Vendor will propose the amount charged to NDOW for enhancement requests in their response to the Cost Schedule, Attachment 4.3.3. The Vendor will include the number of development hours available each year for enhancement requests and the cost per hour.

W.4 Test Plans: The Vendor is responsible for demonstrating, developing and implementing a test plan that will be used by the Vendor to certify that any product developed meets the standards established in the State’s Order. Upon completion of the Vendor testing, the Vendor will certify in writing to the State that the product has been successfully tested and ready for the State to begin testing. With the Vendor’s assistance, the State shall begin performance testing within ten (10) days of receipt of such notification. The tests will determine whether the following acceptance criteria are met:

1) Operates in conformance with Vendor's technical specifications and functional descriptions.

2) Meets the specifications and performs the functions as contained in the State's solicitation document, the State’s business needs and expectations, and/or the State's change order request.

3) Is capable of running on a repetitive basis on a variety of actual live data, as supplied by the State, without failure.

4) Is capable of meeting the performance expectation as expressed in the State's solicitation document, the State’s business needs and expectations, and/or the State's change order request,

5) Does not require modifications to other operational systems and does not cause performance degradation of other systems.

6) The State shall give notice to the Vendor as to the actual date when the testing period will begin. If problems are encountered during the testing period, the Vendor shall immediately take the necessary steps to ensure the proper performance. If the product meets the State's acceptance test, the State will certify in writing that the product is ready for installation or production environments.

7) The State shall promptly notify Vendor of the results of any inspection or acceptance test it performs. If an acceptance test produces unsatisfactory results, the State shall specifically identify what acceptance criteria could not be satisfied and the particular methodology that was used to reach this conclusion.

4.1.2.4 FUNCTIONAL REQUIREMENTS

A. NDOW Customer Identification Numbers (CIDs) and Preferences

A.1 Already Assigned CIDs: The proposed solution must include the use of already assigned customer numbers for the 1,450,649 clients (249,205 records of individual vessels) in the current licensing system database, many of which are shared, creating a single point of record.

A.2 Assignment of a CID: For new customers, the system shall create a unique identification (ID) number for each new account created.

A.3 Unique Identifiers: A social security number shall be used to create a new customer account and as a means of verifying existing customers. If a customer is not a citizen of the United States and does not have a social security number to provide, the system will allow for a passport to be entered by a NDOW staff member when assisting the customer in the creation of their account. The system will allow for the social security number to be bypassed by an NDOW staff member to allow for a purchase of a hunting and fishing license to the customer without a social security number.

A.4 CIDs: The Customer ID shall be printed on all licenses in text and may also be in a machine-readable format, such as a 2-D bar code or QR code.

A.5 Option to Receive Texts: Customers will be provided with the option to opt-in to receiving text messages from NDOW. This option allows the customer to stay informed about hunting and fishing seasons to ensure the customer is provided with important information.

A.6 Option to Share Personal Information: Customers will be provided with the option to opt into sharing their information with third parties. This gives permission to NDOW to share the customer’s name and contact information to third party requestors.

A.7 Option to Receive a Publication: Allow customers to provide their preference in receiving a physical publication, also known as a game guide from NDOW. NDOW publishes three different game guides throughout the calendar year. Those guides include the Big Game Seasons, Application and Hunting Guide, the Small Game Guide and the Fishing Guide. Customers may be allowed to choose which publication they would like to receive a physical copy of and a report of customers who selected to receive a copy will be generated for use when shipping the publications.

B. NDOW Business Identification Numbers (BIDs): The proposed solution must include the use of Business Identification numbers for entities.

B.1 Assignment of a BID: For new businesses, the system shall create a unique identification (BID) number for each business. The Business ID number shall be used as the primary identifier to verify business information and to associate transactions with the business.

B.2 BIDs: The Business ID shall be printed on all licenses/permits in text and may also be in a machine-readable format, such as a 2-D bar code or QR code.

B.3 Unique Identifiers: Businesses that do not have a previously assigned ID number will, in most, but not all cases, be required to provide their FEIN to be assigned a new number.

B.4 BID and CID Recognition: The system must be able to differentiate between a business entity and an individual to offer the appropriate types of licenses/permits.

C. Customer Merge: The system must provide a mechanism that allows staff to combine customer records and all their associated history in the various business areas when it is identified that a customer has multiple customer ID’s.

D. Business Merge: The system must provide a mechanism that allows staff to combine business records and all their associated history in the various business areas when it is identified that a business has multiple business ID’s.

E. Customer/Business Identification: Customer/business information must be captured at the beginning of each transaction. The transaction must initiate an inquiry into the central database to search for the customer or business. For customers or businesses that are already in the database, the system should access the existing information and return it in response. In cases where the customer/business is not on file or the demographic information is incorrect, the system must allow for adding or changing information.

F. Business, Agent, and Vendor Communications

F.1 Agent Communications: The proposed solution must allow for 2-way electronic communication between NDOW and its agent network using the automated system. The solution must allow NDOW to send messages to any single user at an agent location, any single agent, group of agents or all agents. Agents must be able to print messages and manage messages by User/Clerk ID to provide a mechanism to ensure that all users have viewed a given message. NDOW must be able to define the length of time the message will remain available for viewing. Describe an innovative way NDOW and the awarded Vendor can best communicate with the agent network on a day-to-day and periodic basis. Describe the process from message development to delivery; be sure to include any limitations to message size and frequency of use.

F.2 Vendor Communications: The proposed solution must allow for 2-way electronic communication between the NDOW liaison and other authorized NDOW employees with the Vendor staff related to programs within the licensing system. Communications between the Vendor and NDOW staff must be acknowledged in a timely manner. The Vendor must provide a contact available for communication available during off duty hours in the case of a system emergency.

G. Agent Material Ordering: Agents must have a method of ordering agent materials, for example: decals, paper supplies, publications, regulations, training materials, etc.

H. Agent Accounting Reports: The proposed solution(s) must provide agents with the capability to produce and print current and historical sales, transaction, and accounting reports broken down by day, terminal, user ID/clerk, and ACH period.

I. User ID’s and User Reports: The proposed solution must have the capability for multiple users to be set up for logging transactions by user. The system must allow users and supervisors to be given different security levels and associated privileges. The system must allow for User ID to be enabled or disabled at each location as well as establishing a timeout period for each location. The proposed solution must provide the ability for agent locations and NDOW to manage User ID security. The Vendor and NDOW must have the ability to generate and print reports based on User ID.

J. Transaction Reprint: The proposed solution must be capable of reprinting a past transaction within a designated timeframe. The system must provide a mechanism for NDOW staff to track the number of times a document is reprinted.

K. Technical System Support Help Desk: The awarded Vendor must provide a technical help desk to support NDOW staff with all aspects and components of the complete automated business system. Help desk services must be adequately staffed with knowledgeable personnel that can provide prompt and accurate information to address problems within the entirety of the automated business system. Help desk services must be available from 7:30 am to 5: pm, Monday through Friday Pacific Time as part of the Vendor’s proposal. The awarded Vendor must provide standby services during all other hours, including weekends, occasional holidays, and especially during peak season activity.

L. Internet Customer Help Desk Call Center Support

L.1 Call Center Help Desk: The awarded Vendor must provide lead help desk and call center services to support internet sales customers who have questions or experience difficulties using the internet-based sales site. The customer support help desk must be staffed with personnel knowledgeable about the internet sales site use and operations. Help desk personnel must be able to provide prompt and accurate information to address system problems and customer questions. Help desk services must be available with increased coverage during peak seasonal times. Help desk personnel throughout the rest of the year may be based on an evaluated three-year average call volume to determine staffing volumes and hours as needed. Help desk personnel are not required to work during major holidays or respond to any Nevada regulatory questions, interpret laws or policies.

L.2 Electronic Mail System: The awarded Vendor’s solution must also include a system to respond to questions asked via electronic mail. The time to respond to these inquiries should not exceed 72 hours from the time the electronic mail message was sent by the customer. NDOW staff will assist with information and provide training of business processes to the licensing Vendor help desk staff as needed.

L.3 Call Reports: The awarded Vendor must maintain phone logs within specific client records documenting at a minimum the date, name of caller and the nature of the call. The Vendor must provide monthly documentation of all correspondence and backup materials along with the number of calls taken, the minimum, maximum, and average answer time, time in queue, problem description, resolution description, and resolution time. This should include the number of customers who selected the Spanish option.

L.4 Call Center Service: Call center availability during agreed upon hours must meet service levels which should be measured quarterly. If the Vendor fails to meet the agreed upon service level requirements resulting in NDOW staff coverage on behalf of Vendor staff, the Vendor will be assessed liquidated damages in the amount of $500 per percentage point missed.

L.5 Customer Satisfaction: Vendors must report if they actively collect customer satisfaction data. If the Vendor collects such data, the Vendor must provide collective scores of customer satisfaction data as part of their response to the RFP.

L.6 Customer Chat Feature: NDOW is interested in pursuing a chat method of customer communication. Either to assist customers with direct chat communication with a staff member or allow AI assistance to the customer via a chatbot.

M. Agent Help Desk: The awarded Vendor must provide support to license agents and NDOW staff who use the automated licensing system.

M.1 Agent Help Desk Service: Help desk availability during agreed upon hours must meet service levels which should be measured quarterly. If the Vendor fails to meet the agreed upon service level requirements resulting in NDOW staff coverage on behalf of the Vendor staff, the Vendor will be assessed liquidated damages in the amount of $200 per each percentage point missed. The Vendor staff and contracted staff of the Vendor is responsible for responding to NDOW staff and customers in a professional and timely manner to all received written correspondence.

M.2 NDOW Staff Inquiries: Vendors must provide their estimated response time to NDOW staff inquires. These inquiries can include but are not limited to general system questions, customer data requests, minor configuration changes or updates.

M.3 System Enhancement Flexibility: Vendors must provide their estimated response and delivery time to requests made for system updates, enhancements or changes in the Cost Schedule, Attachment 4.3.3. Vendors must include their business model for estimating the size and effort of each request received as detailed in section 4.1.2.3 W.3. Estimated response and delivery times should be provided for each size and effort category.

N. Internet Self Service Transactions

N.1 Public Facing Web Site: Vendors must propose and provide programming and host services for a public-facing web site that allows customers to access all their product, business, and transaction history housed in the automated business system. The system must include intuitive navigation tools providing customers with quick access to their customer account, allowing for a single point of record.

N.2 Online Storefront: The web site must be fully compatible and seamlessly integrated with the license issuance, vessel titling and registration, conservation education/programs, law enforcement/revocations, harvest information questionnaire/programs, applications, volunteer program and NDOW’s website.

N.3 Web and System Communication: The web host must communicate with the system host to validate the customer’s identification to gain access prior to all transactions.

N.4 Customer Self Service: The proposed solution must allow customers to update personal information, purchase licenses and approvals (auto renew), reprint unexpired licenses/receipts, register and renew vessels, submit application data, view tag and permit drawing results, electronically return awarded tags within 7 days of draw results posting, register for conservation education/safety classes, view previous course completions, enroll in events and submit harvest data, select or update their customer preference questions all through the online storefront.

O. Revenue Processing & Accounting

O.1 ACH and EFTs: License agents collect proceeds from sales and deposit these funds into a bank account. The solution shall display the functionality to establish Automated Clearinghouse (ACH) services with the State’s working bank to perform a transfer of funds from accounts through an electronic funds transfer process (EFT) or ACH on a predetermined, weekly basis.

O.2 Transaction Reporting Tool: Financial information on transactions, payments, refunds, etc. shall be available in a user-defined reporting tool as part of the solution.

O.3 Licensing System EFTs: The system must automatically electronically transfer monies to the State’s bank on a schedule approved by NDOW.

O.4 Transaction Information: Each transaction shall include the amount, the user ID of the person who created the transaction, the date and time the transaction was created, the location from which it was created and a batch number used for tracking which transactions have been transmitted to the State of Nevada accounting system. In addition, the system shall also be capable of tracking changes to transactions including the nature of the change, the User ID of the person making the change, and the date and time of the change.

O.5 NDOW Deposit Funds: The revenue from certain types of sales must be deposited into a dedicated fund (or multiple funds). Internal NDOW revenue codes are associated with certain types of licenses and registrations. The system must provide NDOW sufficient information with each transfer of funds to identify: the number of items, amount of fees collected for specified revenue accounts or funds, and amounts retained by agents. The revenue information must meet the State’s financial deposit requirements and must be summarized by fund. Financial information shall be accessible in detail and on a consolidated basis, for the entire state, by license or approval type, by revenue source code, by fiscal period or any combination of the above.

O.6 Transaction Adjustments: The awarded Vendor’s solution must provide NDOW with the ability to make adjustments to agent account balances and track such adjustments.

O.7 Agents: Agents that are affiliated through corporate chains must be identifiable as such; however, the solution must be flexible to allow a central corporate account or individual accounts for the corporation. Records must be easily identified to be accumulated by chain or corporate affiliation. Corporate headquarters that request centralized processing must be provided with a means of accessing weekly transfer of funds, which includes site-specific information in a usable, time format at no additional cost. Vendors must describe how this requirement will be met.

O.8 Nevada’s State Bank: The awarded Vendor must work closely with NDOW, Nevada’s State bank, all banking institutions, and the State Treasurer’s Office to establish policies for handling electronic transfer of funds failures.

O.9 Remittance Interface: The awarded Vendor must develop an interface per NDOW specifications that will report remittance dollars in a format that is compatible with the State’s accounting system.

O.10 Accurate Accounting: The system shall allow accurate methods of accounting based on user defined parameters, O.11 User Defined Reporting: The Vendor will describe the system’s ability to provide user defined reporting on financial information, including reports and query capabilities.

P. System Administration Tools/User Interface

P.1 Web Interface: The awarded Vendor must provide a web interface which allows designated internal and external users access to specific functions and data of the proposed system. NDOW will identify approximately 2,700 users who require access to the system which include NDOW staff, license agents, safety instructors, law enforcement officers, etc. The administrative tool will provide a secure web interface that will be used to access and manipulate real-time data. The web interface must provide reporting regarding hits to all options of customer marketing and other options to ensure NDOW’s ability to retain and recruit customers interested in wildlife.

P.2 High Volume Security: Vendors should demonstrate how the proposed solution would meet the high-volume use and security requirements.

Q. Point of Sale Requirements

Q.1 Point-of-Sale Component: The awarded Vendor must provide a point-of-sale component for the automated licensing system. System design and presentation of screens that will be viewed by our agents and customers will be approved by NDOW before use. Project interval and deliverable acceptance must be included in the project plan for design and development of the new site. Acceptance on each interval and screen will be required prior to any deployment. System functionality shall include but not be limited to the following:

1) Void Completed Sales – The system must provide capability to void sales. NDOW staff must be able to void a portion of a sale while agents will be limited to voiding a complete sales transaction. The system must also support a programmable time limit to voiding a complete sale. The system must also support programmable time limits to entering a void transaction at POS. The system must provide NDOW staff with the capability to change the time limit allowed for a POS void. Only users with the appropriate level of security may void a transaction or portion of a transaction.

2) Administrative Transaction Issuance and Reprint – The system must include functionality that allows NDOW staff to administratively post a transaction to an agent account. NDOW staff must have the ability to enable a license to be reprinted at any specified sales location.

3) Customer Purchase Alternatives - The proposed solution must provide the agent with the option of viewing a price comparison of chosen licenses versus combination license alternatives.

4) Screen Content Control - The proposed solution must provide NDOW with the ability to control screen text and graphics/maps.

R. Agent Supply List Items: NDOW must have the ability to add/modify/delete items on the agent supply list.

R.1 Activate/Void/Reverse/Invalidate and Refund…