RFP 24-00006 Amd 3.pdf

WASHINGTON DEPARTMENT OF FISH AND WILDLIFE

REQUEST FOR PROPOSALS AMENDMENT

RFP No.: 24-00006 Date Issued: December 23, 2024

Title: Electronic Licensing System Amendment No.: 3

Amendment Date: December 23, 2024

Purpose: To provide WDFW’s responses to the questions received from vendors via email by the December 13, 2024, deadline and verbally at the December 18, 2024, WILD RFP Vendor Pre-Proposal Conference.

Response: Please see WDFW’s answers to the vendor questions below. Where the same question was asked by more than one vendor, WDFW has combined the questions for clarity.

Question 1: Can a vendor submit more than one proposal with different solutions?

Answer: Yes, you can submit more than one proposal with different solutions. Each proposal will be evaluated based on its own merits and how well it meets the specified requirements and evaluation criteria. This allows you to showcase multiple approaches and demonstrate flexibility in addressing the needs outlined in the RFP.

Question 2: Can the minimum revenue requirement of $2,000,000 per year be waived?

Answer: WDFW cannot waive the minimum revenue requirement of $2 million per year. This requirement is essential to ensure that the company is sufficiently large to meet the resourcing needs of a project of this scale. Considering the terms of the contract, such as insurance and potential damages from a cybersecurity incident, the vendor must have adequate revenue to support any incidents.

Question 3: Is there a defined budget for the initial implementation? If so, what is the budget?

Answer: There is no defined budget for the design, development, and implementation phases. Monthly payments to the vendor will commence after initial deployment of the system. The monthly payments will be the sole source of compensation and will cover all costs associated with the services provided.

Change requests will be documented in an amendment to the contract and paid according to the agreed-upon hourly rates.

Question 4: How was the Total Annual Compensation table in Attachment B Compensation Model determined by WDFW?

Answer: See RFP 24-00006 Amendment 1

Question 5: What is the Total Annual Compensation amount for this project for each year of the project? Is there a provision for adjusting the compensation model? Would the state consider a CPI provision?

Question 6: Can vendors propose an alternative Compensation Model?

Question 7: Why does the Total Annual Compensation schedule increase from May through August?

Answer: The increase in the monthly payment schedule from May to August correlates with a significant increase in sales volume and other system activities such as Special Hunt application submissions and drawings. During these months, there is greater demand for support.

Question 8: Will any part of Attachment B Compensation Model be scored in the evaluation of the proposals?

Answer: No, the evaluation will focus on the overall value and quality of the proposed solutions, including the vendor's experience, technical capabilities, and ability to meet the project requirements.

Question 9: Please confirm that the Development Hours in the Sample Pricing Table are only those hours designated for maintenance and operations of the requirements proposal.

Answer: Maintenance and operations are covered under the monthly compensation listed in the monthly payment schedule. Development hours, on the other hand, are designated for system enhancements and change requests that are not covered under basic maintenance and operations.

These development hours will be used specifically for system enhancements. Once these hours are exhausted, the vendor will be compensated according to the hourly rate table.

Question 10: Is it possible to have different pricing during the design, development, and implementation phases. Does it have to follow the compensation model outlined?

Answer: There is no defined budget for the design, development, and implementation phases. Monthly payments to the vendor will commence after initial deployment of the system. The monthly payments will be the sole source of compensation and will cover all costs associated with the services provided.

Change requests will be documented in an amendment to the contract and paid according to the agreed-upon hourly rates.

Question 11: Can the State provide details on how the number of Development Hours offered by each vendor will factor into the ultimate selection of a successful vendor?

Answer: The number of Development Hours offered by each vendor will not be a factor in the scoring methodology for the ultimate selection of a successful vendor. Instead, the evaluation will focus on the overall value and quality of the proposed solutions, including the vendor's experience, technical capabilities, and ability to meet the project requirements.

Question 12: How many billable hours were used in the current contract, specifically by year for the last three years?

Answer: WDFW created change requests and utilized 3,330 billable hours over the last three years under the current contract. The breakdown of these hours is as follows:

• 2022: 993 billable hours

• 2023-2024: 2,337 billable hours

Question 13: Does the current contract have a specific amount of development hours required of the vendor? If so, how much?

Answer: The current contract provides 1,500 development hours per year.

Question 14: How many development hours have been devoted to the mobile app during the current contract?

Answer: In addition to 2,237 billable hours, WDFW allocated 1,184 development hours to the development of the mobile application.

Question 15: Can the State provide the total costs of their current system for each of the past 5 years (direct costs paid by the state in addition to those passed to the customer)?

Answer: The following amounts paid by WDFW to the vendor were for maintenance and operations only, and do not include change requests. No costs were passed to the customer.

• FY20: $2,230,800.13

• FY21: $2,204,384.62

• FY22: $1,979,226.75

• FY23: $2,033,417.91

• FY24: $2,026,393.07

Question 16: Are you open to solutions that are not MS-SQL such as Salesforce based implementations?

Answer: No, the system must be in MS-SQL database format. Please refer to requirement WBS 4.16 on page 52 of the RFP.

Question 17: Is it acceptable to WDFW if the vendor proposes to host the solution in their public cloud infrastructure? If so, Does WDFW have a preference on where the cloud infrastructure for the application should run (i.e., AWS, Azure, GCP etc.)? Or will you be ok with the vendor recommending any cloud provider?

Answer: Yes, it is acceptable for the vendor to host the solution in their public cloud infrastructure.

While WDFW does not have a specific preference for where the cloud infrastructure should run, the proposed solution will need to go through a Security Design Review and be approved by Washington State Office of Cyber Security.

Question 18: Do you require that the vendor hosted solution be hosted in a government cloud service?

Answer: No, WDFW does not require that the vendor hosted solution be hosted in a government cloud service.

Question 19: Do you prefer a cloud platform or a COTS solution?

Answer: WDFW is open to both cloud platforms and Commercial Off-The-Shelf (COTS) solutions, depending on which option best meets our requirements for functionality, security, and cost-effectiveness. The primary goal is to ensure a robust, scalable, and reliable system that can support our operations effectively.

Question 20: What cloud platforms (Google, Azure, AWS) are you using today?

Answer: Currently, WDFW uses Microsoft Azure and AWS for cloud services.

Question 21: For a SaaS-based solution, do you want to host the solution on your private or public cloud or on the solution provider’s cloud platform?

Answer: WDFW expects the vendor to host the solution.

Question 22: Would the state be open to a more modern, secure approach to authentication such as password-less login versus identifier login as SAL 9.3 would require?

Answer: Washington State agencies are required to use the state enterprise identity management system. For detailed authentication requirements, please refer to WaTech's Identification and Authentication Security Standard: https://watech.wa.gov/policies/identification-and-authentication-security-standard.

Question 23: Referring to SEC 1.25 on page 96, what specific multi-factor authentication measures are needed for accessing administrative functions? Are there particular technologies or methods that WDFW prefers?

Answer: Washington State agencies are required to use the state enterprise identity management system. For detailed authentication requirements, please refer to WaTech's Identification and Authentication Security Standard: https://watech.wa.gov/policies/identification-and-authentication-security-standard.

Question 24: How do point-of-sale (POS) license dealers interact with the WILD System? Do they have any Web Interface or is it driven based on real-time or batch integration of transactions made at the

POS?

Answer: Point-of-sale (POS) license dealers interact with the WILD System through real-time integration of transactions. When a customer purchases a license at a dealer, the transaction is immediately recorded and updated in the WILD System's central database. The new system will eliminate the need for POS hardware and support access via a web interface on a personal computer.

Question 25: Can the demonstration and interview be held remotely through videoconferencing?

Answer: The demonstration and interview must be conducted in-person at WDFW headquarters in Olympia, Washington. These sessions are by invitation only and will be scheduled in February.

https://watech.wa.gov/policies/identification-and-authentication-security-standard

Question 26: Are there specific functionalities or scenarios WDFW wants emphasized during vendor demonstrations?

Answer: All vendors who proceed to the demonstration and interview step will receive detailed instructions, including the required functionality to be demonstrated.

Question 27: Have you met with any existing provider or vendor for this solution? Have you previously seen product presentations from other vendors? If so, can you provide a list of vendors and products?

Answer: Prior to issuing this RFP, WDFW reviewed licensing systems presented by the following vendors:

• Gordon-Darby, Inc.

• PayIT

• InLumon

Question 28: Please clarify what hardware you are expecting. Requirement WEB 1.0 on page 49 states, "The Vendor must provide all 'hardware' and software used to facilitate the functions of the licensing system unless negotiated otherwise in the contract."

Answer: The vendor is not expected or required to provide hardware unless it is necessary to implement the system based on our requirements.

Question 29: Does WDFW have an existing Google Analytics subscription that will be leveraged by the new ELS solution?

Answer: No. The Google Analytics subscription in use today is managed by the current WILD system vendor.

Question 30: About the e-commerce functionality, is WDFW open to using a headless CMS solution, such as Shopify or BigCommerce, to manage e-commerce transactions? How does WDFW envision integrating these SaaS platforms with the electronic licensing system while ensuring compliance with your operational and regulatory needs?

Answer: Yes, if the integration meets the requirements of the RFP, we are interested in your proposal.

We are open to discussing the benefits of the proposed technology stack for the state of Washington as we move forward.

Question 31: Do you envision the future system to have a connection to Wildlife Violators Compact (WVC) for suspensions, whether it's automatic or manual?

Answer: Integration with the Wildlife Violators Compact (WVC) is not within the scope for this project.

However, WDFW is open to collaborating with partner states to develop a cooperative process that supports wildlife enforcement activities.

Question 32: Can you provide details on the integration requirements with existing WDFW systems, including the total number of systems and their specific names or functions? Are they capable of API integrations? Are they expected to be unidirectional or bidirectional integrations?

Answer: The WILD system must integrate with the following systems:

Enforcement Program's Records Management System: This integration will be unidirectional, with data flowing from the WILD system to the records management system. The primary functionality of this integration is to ensure that enforcement-related data is accurately and consistently transferred to the records management system for compliance and monitoring purposes.

Fish Washington Mobile Application: An API integration is required between the WILD system's database and the agency's Fish Washington mobile application. This integration allows for real-time access to licensing information and updates for users of the mobile application, enhancing the customer experience and ensuring that users have the most current information at their fingertips.

Department of Social and Health Services (DSHS) Managed File Transfer (MFT) Server: The system must have the ability to import daily and monthly suspensions, revocations, and release files from the Department of Social and Health Services (DSHS) MFT Server on an hourly basis.

To achieve this integration, the licensing system will utilize the Managed File Transfer (MFT) server capabilities provided by DSHS. The MFT server ensures secure and reliable file transfers, which are essential for maintaining up-to-date and accurate licensing records.

Question 33: For revenue management requirements, would we need to integrate to your ERP system (for the general ledger and payment integration)? Meaning an ERP implementation would not be part of this RFP, is that correct?

Answer: Integration with an ERP system is not within the scope for this project.

Question 34: Are the APIs for the systems that require integration documented?

Answer: Yes, the existing API is documented; however, the vendor must collaborate with WDFW application developers to establish an API that both sends data to and collects data from the WDFW-supported Fish Washington mobile application.

Question 35: Does WDFW have an existing MS SSRS environment that they want the new solution to integrate with? If so, who will be responsible for maintaining that SSRS environment going forward?

Answer: Per requirement ANA 2.2, the system shall be fully integrated with Microsoft SQL Server Reporting Services (SSRS) or allow for the rapid development of WDFW reporting needs by WDFW and vendor staff. The vendor will be responsible for providing reporting capabilities. WDFW does not expect the new system to integrate with an existing SSRS environment.

Question 36: Do you currently have a content management system, and if so, is that something you anticipate integrating to?

Answer: No, we do not currently have a content management system.

Question 37: Can you please describe in detail what a hot key, limited, and full customer means to the agency?

Answer: Please see the definitions below.

• Hot Key Item: An item that can be purchased without requiring any customer information.

• Limited Item: An item that requires the customer's name, address, telephone number, and email to complete the purchase.

• Full Customer Item: An item that requires the customer or dealer to be logged into the customer's account to process the sale.

Question 38: Data migrations:

a. How many existing systems will be involved in the data migration, and can you provide a list of these systems along with their primary functions and data types?

b. Are there files to be migrated?

c. Can you share details of WDFW’s Records Retention Schedule to clarify the scope of historical data to be migrated?

Answer: Please see the General and DFW Records Retention Schedules in the WEBS document repository for detailed data retention requirements.

a. Data must be migrated from the current licensing system.

b. No, there are no files to be migrated.

c. In addition to the attached retention schedules, WDFW is required to maintain certain records to comply with legal, regulatory, and operational requirements.

Question 39: Do you have a need to transfer existing license data to the new platform?

Answer: Yes, there is a need to transfer existing license data to the new platform.

Question 40: Will the data migration include documents? If so, how many and what are the storage requirements?

Answer: Currently, there is no document repository in use, so there will be no documents to migrate.

The data in the SQL database will need to be migrated.

Question 41: How much historical data will need to be migrated, and how is it currently stored?

Answer: The current production database is approximately 1.67 TB. In addition to the production database, WDFW staff have access to 5 real-time replications that are refreshed every 15 minutes when not in use. These replications are approximately 1.30 TB each.

The specific requirements for the data migration, including the number of tables and records, will be determined collaboratively with the vendor. Based on state records retention schedules, we do not intend to migrate all data. We do have artifacts from the last migration to use as a starting point for planning. This planning process will ensure that all necessary data is accurately and efficiently migrated.

Question 42: What is the volume (GB) of documents required for the system?

Answer: The current production database is approximately 1.67 TB.

The specific requirements for the data migration, including the number of tables and records, will be determined collaboratively with the vendor. Based on state records retention schedules we do not intend to migrate all data. We do have artifacts from the last migration to use as a starting point for planning. This planning process will ensure that all necessary data is accurately and efficiently migrated.

Question 43: Can you provide more specific details on the anticipated challenges faced with the migration of data from the current WILD system?

Answer: The current data model is proprietary to the existing vendor. In 2016, we undertook a significant data integrity update during the data migration. The main challenge lies in transitioning from one proprietary data model to another. Ensuring data quality is crucial for WDFW and its impact on the public. We require thorough statistical quality assurance checks of the migrated relational data to the new data models. Both the selected vendor and WDFW will conduct comprehensive checks and balances on data quality to ensure data integrity before going live.

Question 44: How does WDFW anticipate the new ELS solution's usage and data volumes to evolve over time? Are there specific scalability requirements to accommodate future growth and expansion of the system?

Answer: WDFW anticipates growth in both usage and data volumes over time. To accommodate this growth, the new solution must be highly scalable, ensuring it can handle increased loads without compromising performance. Specific scalability requirements include the ability to seamlessly expand storage capacity, efficiently manage concurrent user access, and maintain high availability and reliability as the system grows.

Question 45: Document Management

a. What is the total number and type of documents that need to be generated by the system to meet WDFW's business rules?

b. What document management system is currently being used, if any, and how is it integrated with existing workflows?

Answer: In 2023, the WILD system issued over 4 million recreational license items, including:

• Approximately 1.1 million licenses

• 428,000 tags

• 900,000 permits

• 464,000 endorsements

• 769,000 harvest report cards

• 344,000 special hunt applications

• Numerous other documents

Currently, there is no document management system in use.

Question 46: Please describe the business value of having a versioned license document instead of ad hoc generating based on current licenses? Would the state be willing to forgo this requirement?

Answer: No, WDFW would not be willing to forgo this requirement as it is an Enforcement requirement.

Having a versioned license document ensures traceability and compliance with enforcement regulations.

It allows for accurate historical records and consistency in document management, which is critical for legal and administrative purposes.

Question 47: Does WDFW have an existing Enterprise Content Management System/Document Management System (ECMS/DMS)? If so, is the existing system expected to continue operating in future?

Answer: WDFW does not currently have an ECMS/DMS in place. The data for "documents" printed is stored in the SQL database.

Question 48: Please provide additional background and details related to what category 1 system data is and how it is displayed on public facing sites.

Answer: Category 1 - Open Data is public data/information that can be or currently is released to the public. It is freely available, machine readable, and structured in a way that enables the data to be fully discoverable and usable by end users.

Question 49: According to Section 5.2.1 "System Requirement Categories," page 23, how does WDFW define "most current technologies" in the context of this project? Are there specific technologies or standards in mind?

Answer: WDFW defines "most current technologies" as those that adhere to the latest industry standards and best practices for security, performance, and reliability. We are particularly interested in technologies that prioritize memory safety, open-source software security, and modern technical frameworks. For more detailed information, we encourage you to review the following resources:

The Case for Memory-Safe Roadmaps: https://media.defense.gov/2023/Dec/06/2003352724/-1/-

1/0/THE-CASE-FOR-MEMORY-SAFE-ROADMAPS-TLP-CLEAR.PDF

Final ONCD Technical Report: https://www.whitehouse.gov/wp-content/uploads/2024/02/Final-ONCD- Technical-Report.pdf

CISA Open-Source Software Security Roadmap: https://www.cisa.gov/sites/default/files/2024-02/CISA- Open-Source-Software-Security-Roadmap-508c.pdf

Question 50: Can WDFW provide Word versions of Attachments A – I, such that a bidder can use such documents as templates to enter its required responses?

Answer: See Amendment 4. WDFW will provide Word versions of Attachments A – I to facilitate the submission process for bidders. These documents may serve as templates for entering the required responses. Bidders are required to maintain the format and structure of the provided documents as closely as possible in their submissions. This includes preserving headings, numbering, and section titles to ensure consistency and ease of review.

https://media.defense.gov/2023/Dec/06/2003352724/-1/-1/0/THE-CASE-FOR-MEMORY-SAFE-ROADMAPS-TLP-CLEAR.PDF https://media.defense.gov/2023/Dec/06/2003352724/-1/-1/0/THE-CASE-FOR-MEMORY-SAFE-ROADMAPS-TLP-CLEAR.PDF https://www.whitehouse.gov/wp-content/uploads/2024/02/Final-ONCD-Technical-Report.pdf https://www.whitehouse.gov/wp-content/uploads/2024/02/Final-ONCD-Technical-Report.pdf https://www.cisa.gov/sites/default/files/2024-02/CISA-Open-Source-Software-Security-Roadmap-508c.pdf

Question 51: Please describe what a law enforcement action and ruling number is and how they are used within the system?

Answer: The law enforcement action and ruling number is for reference only and is not utilized within the system.

Question 52: Does WDFW intend to have a separate portal in the new system specific to Law Enforcement Users?

Answer: No, WDFW is not requesting a separate portal for Enforcement. Instead, WDFW requires the ability to grant role-based access within the system to ensure that Enforcement users have the appropriate permissions and functionalities needed for their tasks.

Question 53: For the license fulfillment, do you expect the system to generate a license/personalized document?

Answer: Yes, WDFW expects the system to generate printable, personalized license documents.

Customers will be required to choose between mobile and paper license format each license year. Upon completing a license purchase, paper-designated customers will have the ability to print a license document on standard 8-1/2 x 11-inch paper. Mobile-designated customers will be able to print some, but not all, of their license privileges based upon business rules.

Question 54: Of the 506K game harvest reports in 2023, how many were completed online versus over the phone? What has been the trend on which channel has completed the majority of harvest reports?

Answer: Of the 506,816 game harvest reports completed in 2023, 98% were completed online by the customer. The remaining 2% were completed by the customer calling Licensing Customer Service, where a customer service representative completed the submission on their behalf. The trend indicates a strong preference for online submissions.

Question 55: Is the State willing to partner to proactively drive customers towards more efficient, user-friendly online and mobile reporting channels over submitting reports over the phone?

Answer: Yes, WDFW is open to partnering to proactively encourage customers to use more efficient and user-friendly online and mobile reporting channels instead of submitting reports over the phone. We recognize the importance of streamlining the reporting process and enhancing user experience.

Collaborating on strategies to promote these digital channels will help achieve these goals and improve overall efficiency.

Question 56: Consistent with the RFP's stated process improvement and efficiency objectives, would the State be open to removing this requirement and instead require customers to submit their harvest reports directly online, via the mobile application, or through a POS location?

Answer: No, WDFW will continue to allow customers to submit harvest reports via mail. While we recognize the benefits of online and electronic submissions in line with process improvement and efficiency objectives, maintaining the option for mail submissions ensures accessibility for all customers, particularly those who may not have ready access to digital tools.

Question 57: Is the incumbent eligible to respond to this RFP?

Answer: Yes, the incumbent is eligible to respond to this RFP.

Question 58: Can the state provide additional background and details related to inventoried items, authorized dealers, and authorized sales channels?

Answer: WDFW inventory items range from no-value inventory, such as fishing and hunting regulation books, vehicle passes, and Discover Pass hangers, to inventory that requires payment prior to issuance, like 1-day temporary licenses issued in the form of stamps and catch record cards, which are distributed to customers outside of the WILD system. WDFW needs the ability to select the types of inventory allowed for each active dealer.

Question 59: Are there any known upcoming state or federal regulatory changes WDFW anticipates that could affect security or compliance requirements?

Answer: Washington just re-evaluated the majority of WaTech security policies in 2024. With the incoming Governor's office there is a chance of changes though we do not anticipate major changes since we adhere to NIST standards and Federal CJIS. https://watech.wa.gov/policies

Question 60: What key performance indicators (KPIs) do you expect to measure to demonstrate the success of this project?

Answer: The following metrics will be used to evaluate the project.

1. Project Delivery and Timeline:

•Milestone Completion: Measure the percentage of project milestones completed on time.

•On-Time Delivery: Evaluate whether the project is being delivered within the planned timeline.

2.Quality and Performance:

• Defect Rate: Monitor the number of defects found in the new system.

• System Downtime: Measure the amount of time the system is unavailable.

https://watech.wa.gov/policies

3. User Adoption and Satisfaction:

• User Adoption Rate: Evaluate how many users are actively using the new system.

• Customer Satisfaction: Gather feedback from end-users regarding their satisfaction with the new system.

4. Operational Efficiency:

• Process Improvement: Measure improvements in process efficiency as a result of the new system.

• Transaction Speed: Track the time taken to complete transactions.

5. Compliance and Risk Management:

• Regulatory Compliance: Ensure the system meets all regulatory requirements.

• Risk Mitigation: Monitor and manage any risks associated with the project.

6. Vendor Performance:

• Service Level Agreements (SLAs): Track the vendor’s performance against agreed service levels.

• Vendor Responsiveness: Measure the vendor’s responsiveness to issues and requests.

Question 61: How many licenses does WDFW have?

Answer: WDFW offers a variety of license types to cater to different recreational activities and needs.

These include:

• Licenses

• Tags

• Permits

• Special Hunt Applications

• Record Cards

• Endorsements

• Assistance Cards

In addition to the license types, there are multiple document templates to support the use of the licenses.

Question 62: (Section: RFP-Attachment I - System Requirements - MOB 1.1, 4.1, Page: 99, 100) - Please describe these two applications and who owns the development.

Answer:

myWDFW App: Owned by the vendor, the myWDFW app offers the following features:

• E-tag harvest (deer, elk, turkey, goat, moose, sheep, cougar, and bear) both online and offline

• Enter harvest data into an electronic migratory bird report card, available online or offline

• Record catch in an electronic catch record card for salmon, steelhead, halibut, sturgeon, and crab, accessible online or offline

• Complete end-of-season harvest reports

• Purchase licensing products

• View and display all active privileges, tags, endorsements, and permits through an “enforcement view”

• Access licensing system profile information

Fish Washington App: Owned by WDFW, this app connects to the vendor-hosted database through an API and provides the following features:

• Enter catch into an electronic catch record card for salmon, steelhead, halibut, sturgeon, and crab, both online and offline

• View and display all active privileges, tags, endorsements, and permits through an “enforcement view”

• Access licensing system profile information

• View fishing regulations and mapping

Question 63: (Section: RFP-Attachment I - System Requirements - MOB 4.5, 4.6, 5.3, 5.4, Page: 101) - Please define line limits.

Answer: A line limit is the maximum number of individual harvest entries that a customer can input, either on a daily basis or for an entire season, for each species.

Question 64: While the requirement is for a native mobile application, is there any flexibility for hybrid or cross-platform solutions (such as Flutter) provided that they maintain the functionality and performance levels of a native app?

Answer: WDFW is open to considering hybrid or cross-platform solutions, such as Flutter, as long as they maintain the same functionality and performance levels as a native app. The key criteria will be ensuring that the user experience, reliability, and overall performance meet our standards.

Question 65: Does your mobile solution need to support offline access?

Answer: Yes, our mobile solution needs to support offline access. Ensuring that users can access essential features and data without an active internet connection is critical for providing a seamless and reliable experience, especially in remote or low-connectivity areas.

Question 66: Is there any FedRAMP or State RAMP compliance required?

Answer: WDFW is committed to adhering to NIST standards and Federal CJIS requirements. For more details, please visit https://watech.wa.gov/policies.

Question 67: (Section: RFP-Attachment I - System Requirements - SEC 1.22, Page: 96) - Can the State provide the criteria to meet this requirement?

Answer: WDFW is committed to adhering to NIST standards and Federal CJIS requirements. For more details, please visit https://watech.wa.gov/policies.

Question 68: Based on RFP Requirement SEC 1.18 - we understand that WDFW have a RPO (Recovery Point Objective) of 1 hr. - is that correct? Does WDFW also have a specific RTO (Recovery Time Objective) - is it 72 Hrs. based on RFP Requirement WBS 2.16?

Answer: Yes, WDFW has a Recovery Point Objective (RPO) of 1 hour. Additionally, WDFW has defined a Recovery Time Objective (RTO) of 72 hours based on requirement WBS 2.16.

Question 69: Will the State confirm that configuration and testing may take place offshore as long as data stays in the United States and on-site requirements during requirements gathering and UAT are met?

Answer: Yes, offshore resources are acceptable. However, they must be available during our business hours and meet any onsite requirements, in addition to all the RFP requirements. Configuration and testing may take place offshore as long as data remains within the United States, and onsite requirements during requirements gathering and User Acceptance Testing (UAT) are met.

Question 70: Is the Washington Department of Fish and Wildlife (WDFW) receptive to the adoption of open-source software? Is the objective of the web application to serve as a mobile version of the existing web app, or will it offer distinct use cases and functionalities?

Answer: If the open-source software can continuously meet government cybersecurity and State of Washington Cyber Security requirements and adapt swiftly to new threats as they arise, then we are open to considering it. We will require rigorous code scanning to detect library poisoning and other evolving cybersecurity threats to ensure the protection of the enterprise government technologies that serve the public of Washington State. WDFW is interested in technologies that prioritize memory safety, open-source software security, and modern technical frameworks. For more detailed information, we encourage you to review the following resources:

The Case for Memory-Safe Roadmaps: https://media.defense.gov/2023/Dec/06/2003352724/-1/-

1/0/THE-CASE-FOR-MEMORY-SAFE-ROADMAPS-TLP-CLEAR.PDF

Final ONCD Technical Report: https://www.whitehouse.gov/wp-content/uploads/2024/02/Final-ONCD- Technical-Report.pdf

CISA Open-Source Software Security Roadmap: https://www.cisa.gov/sites/default/files/2024-02/CISA- Open-Source-Software-Security-Roadmap-508c.pdf

The existing web application would be replaced by a new web application. A new mobile application would be designed to be fully in sync with the new web application, ensuring seamless integration and consistent user experience across both platforms.

https://media.defense.gov/2023/Dec/06/2003352724/-1/-1/0/THE-CASE-FOR-MEMORY-SAFE-ROADMAPS-TLP-CLEAR.PDF https://media.defense.gov/2023/Dec/06/2003352724/-1/-1/0/THE-CASE-FOR-MEMORY-SAFE-ROADMAPS-TLP-CLEAR.PDF https://www.whitehouse.gov/wp-content/uploads/2024/02/Final-ONCD-Technical-Report.pdf https://www.whitehouse.gov/wp-content/uploads/2024/02/Final-ONCD-Technical-Report.pdf

Question 71: (Section: RFP-Attachment I - System Requirements - WBS 5.3, Page: 52) - In reference to "paper customer", are you giving customers options for physical vs. electronic license fulfillment?

Answer: Yes, customers will have the option to choose between paper and electronic license formats.

Paper licenses can be printed on standard 8-1/2 x 11-inch paper either by the customer or at a license dealer location.

Question 72: What payment processor and payment gateway are currently used by WDFW? Are there plans to continue using the current one or a new one?

Answer: WDFW is currently using Clover Merchant Services. We are in the process of transitioning from Clover Merchant Services to eBill and Collect. There are currently no plans to change payment processors after transitioning to eBill and Collect.

Question 73: Does the vendor or the State pay ACH and other transaction fees, if any?

Answer: Currently, WDFW pays the with credit card transaction fees. However, starting in January 2025, we expect to pass this cost on to the customer.

Question 74: Would the State be open to allowing the vendor to use its own embedded payment processing components, which are integrated into the platform to enhance security, user experience, and staff efficiencies, if this approach offers more advantageous terms or value?

Answer: The system must support the use of the state’s master contract for merchant bankcard services, as managed by the designated state authority. WDFW is currently using Clover Merchant Services. We are in the process of transitioning from Clover Merchant Services to eBill and Collect.

Question 75: Referring to Section SAL 10.8 on page 79, what specific conditions would WDFW consider when switching payment processors? Is there a defined process for this transition?

Answer: WDFW would only consider switching payment processors under specific conditions such as improved functionality, better pricing, enhanced security features, and the ability to support a wider range of payment options. Any payment processor used must be approved by the Office of the State Treasurer and included in the state’s master contract for merchant bankcard services. WDFW is currently using Clover Merchant Services. We are in the process of transitioning from Clover Merchant Services to eBill and Collect. There are currently no plans to change payment processors after transitioning to eBill and Collect.

Question 76: Can the state provide additional background and details on their raffle drawing program?

Answer: Background on WDFW raffle drawings can be found here:

https://wdfw.wa.gov/hunting/special-hunts/raffles. This resource provides comprehensive details about the program, including rules, eligibility, and how the raffles are conducted.

Question 77: Will the system need to integrate with an existing reporting system?

Answer: The system will need to produce a variety of canned reports. We don't currently have a standalone reporting system. DFW runs reports off the vendor-provided SQL report server.

Question 78: How many resumes are required to be submitted?

Answer: Per RFP Section 2.5 Staff Resumes: Provide a resume for each person identified on the personnel roster. The resume must detail the individual’s title, education, current position with the Proposer, and employment history. (2 Pages per resume)

Question 79: Is there a return process for licenses?

Answer: Refunds that meet the criteria outlined in RCW, WAC, or policy are processed outside of the WILD system. The cancellation process within the WILD system is necessary to balance the dealer account, ensuring the refund of money is properly accounted for.

Question 80: Please describe the difference between ACH Files and Cash Journal Files.

Answer: Definitions are provided below.

ACH Files: These files contain a list of all dealers who had sales within a given week. They include the net amounts being swept from each dealer, accounting for sales, state transactions, cancellations, and adjustments, along with routing and bank account numbers for the weekly sweep.

Cash Journals: Although not technically files, when sent to the OST, they are referred to as the "Doc80."

This document operates at the Fund level and is sent to OST via email. WDFW also receives a Cash Journal, which operates at both the Fund and Sub-source levels.

Question 81: Referring to SAL 5.1 "Permissions," page 72, can you provide more detail on what "granular permissions" entail? Are there specific roles or scenarios that need special attention during user access management? How many different user roles are there?

Answer: WDFW requires role-based access control (RBAC) for managing permissions and access to the system. There are currently over 335 active internal users assigned to more than 20 internal roles, and 8,575 active external users, including license dealer and after hours call center staff. WDFW expects to https://wdfw.wa.gov/hunting/special-hunts/raffles collaborate with the vendor throughout the implementation process to work through the details and ensure seamless integration of RBAC into the system.

Question 82: How many Admin users will access to the configuration of the system and perform user administration

Answer: There are currently eight WDFW staff with "super user" system administration access. There are an additional 327 WDFW staff with varying levels of role-based access.

Question 83: How many internal WDFW staff will be accessing or administering the system? Is the expectation that each and every one of these individuals would be licensed within the system to have access and admin rights and various permissions and security settings to interact with the system from an internal perspective?

Answer: WDFW requires role-based access control (RBAC) for managing permissions and access to the system. There are currently over 335 active internal users assigned to more than 20 internal roles, and 8,575 active external users, including license dealer and after hours call center staff. WDFW expects to collaborate with the vendor throughout the implementation process to work through the details and ensure seamless integration of RBAC into the system.

Question 84: Does WDFW apply sales tax to license sales?

Answer: No, WDFW does not apply sales tax.

Question 85: (Section: Customer Account Creation, Page: 54) - Wizard - are you looking for "on-page screen helpers", or the screens are step-by-step processes.

Answer: WDFW is interested in understanding your approach to implementing a wizard feature. We are open to innovative solutions and would appreciate any insights or recommendations you have to ensure a user-friendly and efficient experience.

Question 86: (Section: RFP-Attachment I - System Requirements - DRW 4.9, Page: 86) - Please provide additional details related to the auto-submittal process. What users are authorized to do this? How common are auto-submittals? Why is a special process required to upload applications in this manner?

Answer: The auto-submittal process is utilized for 34 hunt categories and is conducted by authorized system administrators. It is imperative that the WDFW is able to award a point for each application category purchased, as stipulated in Washington Administrative Code (WAC) 220-412-080 (4 d(i)). This WAC encompasses the rules for the majority of the drawings.

Question 87: What are WDFW’s expectations for support response times and escalation processes during peak periods?

Answer: See Performance Criteria 1 through 18, beginning on page 36 of the Sample Contract.

Question 88: (Section: 23 Vendor Help Desk, Page: 48 of 106) - WDFW notes 24 hours, 7 days a week, 365 days of expected support time. Are there any exceptions to this?

Answer: See Schedule A System Implementation Schedule of Work beginning on page 49 of the Sample Contract. Item 10 Service Level Agreement (SLA) will be negotiated with the selected vendor upon acceptance of proposal. There will be no exceptions to the twenty-four (24) hours per day, seven (7) days per week, three-hundred sixty-five (365) days per year expected support time.

Question 89: Can WDFW please provide a breakdown of helpdesk/customer support volume by month, by hour of day?

Answer: The 24x7x365 help desk requirement is specifically for supporting WDFW system administrators. This ensures continuous access to technical support, allowing them to efficiently manage and operate the system without interruption. Issues that arise outside of normal WDFW business hours are not escalated to the help desk unless they meet the criteria for a blocker defect. WDFW has contacted after hours help desk support for the current vendor a handful of times over the past year.

Question 90: What is the average handle time of a helpdesk inquiry?

Answer: Under the current contract, WDFW receives confirmation of receipt of an after-hours issue notification within minutes. Non-blocker issues are managed through the Azure Dev Ops ticketing system. These tickets are managed based on severity. See Performance Criteria #6 on page 38 of the Sample Contract.

Question 91: What is the average uptime from the last 2-3 years from the current provider?

Answer: The average uptime for the current system has been 99.95% for the past 3 years.

Question 92: Can the State define Tier 2 technical support in more detail and provide as much data as possible for Tier 2 calls handled for each of the last 5 years (annual number of calls broken out by month, annual number of call minutes broken out by month, etc.)

Answer: Yes, the 24x7x365 Help Desk requirement is specifically for supporting WDFW system administrators. This ensures continuous access to technical support, allowing them to efficiently manage and operate the system without interruption.

Question 93: (Section: Mandatory Security Req., Page: 45) - What is the role of the vendor help desk.

Tier 1, Tier 2 etc.? (compared to the System Requirements Tier 2 - Pg. 48)

Answer: The vendor must have staff on call and available twenty-four (24) hours per day, seven (7) days per week, three-hundred sixty-five (365) days per year. This support is considered Tier 2, while WDFW system administrators are considered Tier 1. The Help Desk requirement is specifically for supporting WDFW system administrators. This ensures continuous access to technical support, allowing them to efficiently manage and operate the system without interruption.

Question 94: (Section: RFP-Attachment I - System Requirements - CRM 1.4, Page: 97) - Can the State provide its plan for using SMS messaging, to include use cases, expected SMS subscribers, expected numbers of annual SMS sends, etc.? Due to the variable cost nature of SMS messaging, is the state open to paying for SMS messaging based on its actual use?

Answer: WDFW does not have a formal communication plan related to SMS messaging but would like the option to utilize this functionality in the future. While we have not yet determined specific use cases, expected SMS subscribers, or annual SMS sends, we anticipate using SMS messaging to enhance communication with our users for notifications, reminders, and important updates. Given the variable cost nature of SMS messaging, WDFW is open to paying for SMS messaging based on its actual use.

Question 95: Can you confirm which of the following WDFW programs—Fish Program, Wildlife Program, Enforcement Program, Habitat Program, Capital and Asset Management Program, Financial Services Program—are directly involved in issuing recreational licenses?

a. Are there unique license types associated with each program? Please list if any.

b. Are the workflows the same for each license type? If not, how many unique workflows?

Answer: The Licensing Division, Fish Program, and Wildlife Program are all directly involved in the issuance of recreational hunting and fishing licenses.

a. Yes, there are a variety of license types, including licenses, endorsements, permits, tags, record cards, and parking passes.

b. No, there are a variety of workflows depending upon the license type and activity involved.

Question 96: Will the State consider a 30-day extension for final submission?

Answer: All responses must be sent via email attachment to the RFP Coordinator by 5:00 p.m. Pacific Time on January 31, 2025.

Question 97: I would like to gauge system traffic. How many users are going to have use the system, or have an account within the system?

Answer: a. In 2023, the WILD system issued over 4 million recreational license items, including:

• Approximately 1.1 million licenses

• 428,000 tags

• 900,000 permits

• 464,000 endorsements

• 769,000 harvest report cards

• 344,000 special hunt applications

• Numerous other documents

The current database contains 3.9 million unique customer accounts, with nearly 1 million customers making purchases each year. The following table provides a comparison of sales, including the number of transactions, from 2018 to 2023.

License Year License Fee 10% Transaction Fee Total Revenue Total Transactions 2018 $50,080,875.60 $5,008,075.56 $55,088,951.16 1,480,706 2019 $50,322,030.80 $5,032,197.58 $55,354,228.38 1,530,227 2020 $54,388,932.40 $5,438,885.44 $59,827,817.84 1,694,161 2021 $54,829,706.00 $5,482,980.50 $60,312,686.50 1,634,393 2022 $51,246,903.80 $5,124,696.08 $56,371,599.88 1,549,564 2023 $53,114,206.20 $5,311,437.27 $58,425,643.47 1,613,930

Question 98: Do you know the hourly transaction rate? Or can you explain how the transaction rate is distributed?

Answer: The transaction rate varies. Approximately 40% of our business occurs in April and May. In contrast, we experience very low capacity months, such as December.

Question 99: In Section WBS 2.10 on page 50, it states that the system must maintain an uptime of 99.99%. Could you clarify how this uptime is measured, and what the acceptable parameters are for scheduled maintenance?

Answer: The uptime of 99.99% is measured based on the total time the system is available and operational, excluding any scheduled maintenance and unexpected downtime. This translates to a maximum allowable downtime of approximately 52.56 minutes per year.

Question 100: Following Section WBS 2.12 "System Infrastructure," page 50, what level of redundancy is expected from the vendor’s infrastructure? How does WDFW define acceptable downtime and failover capabilities?

Answer: WDFW expects the vendor's infrastructure to provide high levels of redundancy to ensure continuous operation and minimal downtime. Acceptable downtime is defined as no more than 1 hour per year, and failover capabilities must be able to automatically switch to a backup system within 15 minutes of a failure.

Question 101: What's the current ticketing system in use at WDFW? Is it a separate tool or an embedded functionality within the current application?

Answer: The current ticketing system is embedded within the application.

Question 102: Given the nature of the electronic license sales systems such as these (extremely high number of customers with relatively low transaction costs), can the State provide additional background and details related to the necessity of the requirement for a ticketing-type system to manage customer communications?