SGS MA_Final_Part1.pdf

Commonwealth of Massachusetts Vehicle Inspection and Maintenance Program

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response April 7, 2016

This page is intentionally left blank.

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response i April 7, 2016

TABLE OF CONTENTS

1 COMMITMENT LETTER [3.2.2.1] .............................................................................. 1-1

1.1 Commitment Letter Attachment [3.2.2.1] ..................................................................... 1-2

2 BID BOND [3.2.2.2] ......................................................................................................... 2-1

3 EXECUTIVE SUMMARY ............................................................................................. 3-1

4 BIDDER AND SUBCONTRACTOR IDENTIFICATION [3.2.2.3] ........................... 4-1

4.1 About the SGS Team..................................................................................................... 4-1

4.2 Management Capability and Experience to Effectively Direct, Guide, and

Supervise the Team ....................................................................................................... 4-5

Subcontractor Management ...................................................................................... 4-7 4.2.1

4.3 Authority to Commit Personnel, Funds, and Other Resources to Meet

RFR/Contract Requirements ......................................................................................... 4-8

4.4 Pertinent Skills and Experience to Effectively Meet RFR Requirements ..................... 4-9

4.5 Management, Financial, and Administrative Resources and Support Systems to

Effectively Implement, Monitor, Track, and Document All Contract Activities ....... 4-11

5 PROGRAM PROPOSAL [3.2.1] .................................................................................... 5-1

5.1 Program Description [3.2.1.1, 6.1] ................................................................................ 5-1

Inspection Process Flow Diagram [3.2.1.1.A, 6.1.4, 6.1.5, 6.1.6] ........................... 5-2 5.1.1

Benefits of SGS’s Approach .................................................................................... 5-7 5.1.2

5.2 Inspection Station Network [3.2.1.2, 6.2] ..................................................................... 5-8

Draft Standards Inspection Stations using Contractor Equipment Must Meet to 5.2.1

Connect to the Network [3.2.1.2.A, 6.2.1, 6.2.2] ..................................................... 5-9

Standards for Network Connection .................................................................. 5-10 5.2.1.1

Internet Connectivity ........................................................................................ 5-11 5.2.1.2

Motorcycle Inspection Stations ........................................................................ 5-12 5.2.1.3

Draft Standards Inspection Stations Using Equipment Procured from Alternate 5.2.2

Suppliers Must Meet to Connect to the Network [3.2.1.2.B, 6.2.3] ....................... 5-12

Workstation Equipment (Hardware) and Software Approval Requirements ... 5-12 5.2.2.1

Responsibilities of SGS and the Alternate Supplier ......................................... 5-14 5.2.2.2

Implementing an Alternately Sourced Workstation .......................................... 5-14 5.2.2.3

Connecting Other Vendor Workstations to the Network .................................. 5-15 5.2.2.4

Key Elements of Standard Inspection Station Agreements [3.2.1.2.C, 5.2.3

6.2.4, 6.2.6] ............................................................................................................. 5-15

Inspection Stations using SGS Supplied Equipment, Maintenance, and 5.2.3.1

Consumables .................................................................................................... 5-15

Inspection Stations Using Alternative Equipment, Maintenance and 5.2.3.2

Consumables [3.2.1.2.C.2] ............................................................................... 5-21

Innovations in the Agreement that Reduce Emissions, Improve 5.2.3.3

Vehicle Safety, or Improve Working Relationships .......................................... 5-25

Anticipated Quality Program Implementation Obstacles from 5.2.4

Stations Procuring Equipment from Other Than SGS [3.2.1.2.D] ......................... 5-26

5.3 Workstations [3.2.1.3, 6.3] .......................................................................................... 5-28

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response ii April 7, 2016

Ability to Meet or Exceed Workstation Equipment Requirements 5.3.1

[3.2.1.3.A, 6.3, Attachment A] ............................................................................... 5-28

Workstation Equipment Details [3.2.1.3.B, 6.3, Attachment A] ........................... 5-30 5.3.2

Workstation Computer ..................................................................................... 5-30 5.3.2.1

Sticker/VIR Printers ......................................................................................... 5-32 5.3.2.2

Bar Code Reader .............................................................................................. 5-33 5.3.2.3

Optional Wireless Bar Code Reader ................................................................ 5-34 5.3.2.4

OBD Scan Tool ................................................................................................. 5-35 5.3.2.5

OBD Scan Tool Connection and Communication with Heavy 5.3.2.6

Duty Equipped Vehicles ................................................................................... 5-37

Optional Wireless OBD Scan Tool Performance Methods .............................. 5-37 5.3.2.7

Workstation Cabinet ......................................................................................... 5-38 5.3.2.8

GPS Device ....................................................................................................... 5-38 5.3.2.9

Heavy Duty Workstation Signature Pad .......................................................... 5-39 5.3.2.10

Additional Workstation Information [3.2.1.3.C, 6.3, Attachment A] .................... 5-39 5.3.3

Additional Workstation Equipment or Configurations .................................... 5-39 5.3.3.1

Workstation Maintenance Program ................................................................. 5-40 5.3.3.2

Eliminating the Walk between the Vehicle and Workstation 5.3.3.3

When Performing the OBD Scan [6.3.3.3.1] ................................................... 5-40

Cameras [3.2.1.3.D, 6.3.3, Attachment A] ............................................................. 5-41 5.3.4

Proposed Cameras ........................................................................................... 5-41 5.3.4.1

Ensuring Correct Camera Operation ............................................................... 5-43 5.3.4.2

Ensuring the Inspector’s Face is Captured during Log-in .............................. 5-43 5.3.4.3

Proposed Resolution and File Sizes for Still Images and Resolution, 5.3.4.4 and Frame Rates for Videos ............................................................................. 5-43

Ensuring Successful Transmission of Large Video Files ................................. 5-44 5.3.4.5

Physical Samples [3.2.1.3.E] .................................................................................. 5-47 5.3.5

Diesel Opacity Meter [3.2.1.3.F, 6.3, Attachment A] ............................................ 5-47 5.3.6

Equipment Battery Charging [3.2.1.3.G, 6.3, Attachment A] ................................ 5-48 5.3.7

Software [3.2.1.3.H, 6.3.6, Attachment A] ............................................................ 5-48 5.3.8

Basic Software Functions Delineation between Workstation and Database ... 5-49 5.3.8.1

Software Features that Improve User-Friendliness, Data Security, and the 5.3.8.2

Likelihood of an Accurate, Properly Conducted Test ...................................... 5-51

Soliciting Input from Inspection Station Representatives to Ensure 5.3.8.3

Inspection Software is Meeting User Needs ..................................................... 5-51

Periodically Distributing Software Updates to Workstations .......................... 5-52 5.3.8.4

Maintaining, Enhancing, and Upgrading the Software over the Contract 5.3.8.5

Duration ........................................................................................................... 5-52

Ensuring Software Defects are Fixed in Accordance with Required 5.3.8.6

Severity Level Responses .................................................................................. 5-52

Vehicle Data Entry [3.2.1.3.I, 6.3, Attachment A] ................................................. 5-53 5.3.9

Software Tools to Facilitate Data Entry .......................................................... 5-53 5.3.9.1

Ensuring the Correct Vehicle GVWR is Entered .............................................. 5-53 5.3.9.2

VIN Decoder’s Ability to Identify Alternative Fueled Vehicles ....................... 5-53 5.3.9.3

Assisting Inspectors’ Entry with Vehicles Excluded from the VIN 5.3.9.4

Decoder or Lookup Tables ............................................................................... 5-54

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response iii April 7, 2016

OBD Scan [3.2.1.3.J, 6.3.3.3.1, Attachment A] ..................................................... 5-54 5.3.10

Real-Time Inspection QA/Test Interruption [3.2.1.3.K, 6.3, Attachment A] ........ 5-54 5.3.11

Windshield Stickers and Vehicle Inspection Reports (VIRs) [3.2.1.3.L, 6.3.8, 5.3.12

Attachment A] ........................................................................................................ 5-56

Proposed Printer(s), Sticker Stock, and VIR Stock .......................................... 5-56 5.3.12.1

Pre-Printed and Workstation-Printed Portions of the Sticker ......................... 5-57 5.3.12.2

Quality Assurance Measures to Ensure Correctly Printed VIR and Sticker .... 5-58 5.3.12.3

Sticker Lifetime Resistance to Degradation and Associated Quality 5.3.12.4

Assurance Procedures ...................................................................................... 5-59

Estimated Print Times for One Sticker and One VIR ....................................... 5-60 5.3.12.5

Preventing Theft, Tampering, and Counterfeiting of Windshield Stickers 5.3.12.6 and VIRs ........................................................................................................... 5-60

Bar Coding Standards ...................................................................................... 5-60 5.3.12.7

Demonstrating Effective Security Methods ...................................................... 5-60 5.3.12.8

“Cradle to Grave” Sticker Tracking and Reporting ........................................ 5-60 5.3.12.9

Workstation Acceptance Testing [3.2.1.3.M, 6.3.9, Attachment A] ...................... 5-62 5.3.13

Test Protocols to Demonstrate Workstation Capability ................................... 5-63 5.3.13.1

Beta Test Plan with Agencies’ Staff and Inspection Station 5.3.13.2

Representatives ................................................................................................. 5-63

Acceptance Test Subjects .................................................................................. 5-64 5.3.13.3

Data Collection and Analysis Methods ............................................................ 5-64 5.3.13.4

Correction Procedures and Resolution Timelines for Acceptance Test 5.3.13.5

Shortcomings .................................................................................................... 5-65

Workstation Cabinet Drawings .............................................................................. 5-65 5.3.14

5.4 Network Management [3.2.1.4, 6.4] ........................................................................... 5-71

Improper Inspections [3.2.1.4.A, 6.4.1] ................................................................. 5-74 5.4.1

Implementing Quality Assurance Measures for Inspections 5.4.1.1

[3.2.1.4.A.1, 6.4.1] ........................................................................................... 5-74

Proposed Maximum Response Time to Test Interruptions [3.2.1.4.A.2, 5.4.1.2

3.2.1.4.A.3] ....................................................................................................... 5-76

Additional Measures to Address Improper Inspections [3.2.1.4.A.4, 5.4.1.3

6.4.1] ................................................................................................................ 5-77

Workstation Quality Control [3.2.1.4.B, 6.4.2] ...................................................... 5-77 5.4.2

Strategy for Analyzing Equipment Calibration [3.2.1.4.B.1, 6.4.2] ................ 5-78 5.4.2.1

Performing and Documenting Pre-emptive Workstation Repairs 5.4.2.2

[3.2.1.4.B.2, 6.4.2] ........................................................................................... 5-79

Refining Performance Standards Effectiveness via Monitoring Equipment 5.4.2.3

Failures [3.2.1.4.B.3, 6.4.2] ............................................................................. 5-80

Safety and Environment Management [3.2.1.4.C, 6.4.3] ....................................... 5-80 5.4.3

5.5 Inspection Database [3.2.1.5, 6.5] ............................................................................... 5-83

Database System Overview [3.2.1.5.A, 6.5.1, 6.5.4, 6.5.7] ................................... 5-84 5.5.1

Database Reliability and Response Time [3.2.1.5.B, 6.5.3] ................................... 5-89 5.5.2

Potential Causes of Data Transmission Problems [3.2.1.5.C, 6.5] ......................... 5-92 5.5.3

Communications between the Workstation and Database ............................... 5-93 5.5.3.1

Database Communication between ALARS and VISITS .................................. 5-93 5.5.3.2

Agency Staff Communication with the Database and Data Warehouse .......... 5-94 5.5.3.3

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response iv April 7, 2016

Connection between Primary and Secondary Databases ................................ 5-94 5.5.3.4

ALARS Data [3.2.1.5.D, 6.5.2, 6.5.12, Attachment B] ......................................... 5-95 5.5.4

Transferring Data to and from ALARS ............................................................ 5-97 5.5.4.1

Verifying ALARS Data ...................................................................................... 5-97 5.5.4.2

Managing and Resolving Discrepancies between ALARS and 5.5.4.3 the Database ..................................................................................................... 5-97

Inspection Station and Inspector Licensing Information ................................. 5-98 5.5.4.4

Storing ALARS and MassDOT/RMV Data in the Database ............................. 5-98 5.5.4.5

Accommodating the RMVM Program that will Replace ALARS. .................... 5-98 5.5.4.6

Database and Workstation Communications Security [3.2.1.5.E, 6.5.5] ............. 5-100 5.5.5

Agency Access to the Data Warehouse [3.2.1.5.F, 6.5.7] .................................... 5-101 5.5.6

Nightly Transfers of Data to Agencies for Local Storage [3.2.1.5.G, 6.5.8] ....... 5-102 5.5.7

Problem Tracking and Help Desk Software [3.2.1.5.H, 6.5.4] ............................ 5-103 5.5.8

Reporting [3.2.1.5.I, 6.5.9] ................................................................................... 5-103 5.5.9

Migrating Inspection Data [3.2.1.5.J, 6.5.10] ....................................................... 5-106 5.5.10

Data Processing Facilities [3.2.1.5.K, 6.5.11] ...................................................... 5-108 5.5.11

Development Tools [3.2.1.5.L, 6.5.11] ................................................................ 5-109 5.5.12

Database Acceptance Testing [3.2.1.5.M, 6.5.1] ................................................. 5-112 5.5.13

Test Database Abilities ................................................................................... 5-113 5.5.13.1

Test Database Functionality .......................................................................... 5-114 5.5.13.2

Database and Workstation Acceptance Testing Coordination ...................... 5-114 5.5.13.3

Correcting Shortcomings Discovered During Acceptance Testing ............... 5-114 5.5.13.4

Acceptance Testing Schedule ......................................................................... 5-115 5.5.13.5

Database Quality Assurance Plan [3.2.1.5.N, 5.4.4] ............................................ 5-115 5.5.14

Risk Management Plan [3.2.1.5.O, 5.4.4] ............................................................ 5-115 5.5.15

Existing Agreements and Other Documentation [3.2.1.5.P, 6.5] ......................... 5-115 5.5.16

Service Level Agreement [3.2.1.5.Q, 5.4.4] ......................................................... 5-116 5.5.17

Data Warehouse Logical Data Module ................................................................ 5-117 5.5.18

5.6 Violations, Investigations and Scheduling, Information and Tracking

System (VISITS) [3.2.1.6, 6.6, Attachment E] ......................................................... 5-126

VISITS Application [3.2.1.6.A, 6.6.1, 6.6.2, Attachment E] ............................... 5-127 5.6.1

Migrating Legacy Data to New VISITS Application [3.2.1.6.A.1, 5.6.1.1

6.6.2.4] ........................................................................................................... 5-129

VISITS Field Operation When Site Has No Internet Access 5.6.1.2

[3.2.1.6.A.2, 6.6.2.4] ...................................................................................... 5-129

VISITS Security Features [3.2.1.6.A.3, 6.6.1] ................................................ 5-130 5.6.1.3

Printing from Tablet at Inspection Stations [3.2.1.6.A.4] .............................. 5-130 5.6.1.4

Delivering Audit/Inspection Results to Inspection Station’s 5.6.1.5

Workstation Mailbox [3.2.1.6.A.5, 6.6.2.1] .................................................... 5-130

Reporting Tool and Ad Hoc Queries [3.2.1.6.A.6, 6.6.2.1, 5.6.1.6

6.6.2.2, 6.6.2.3, 6.6.2.5] ................................................................................. 5-130

Meeting VISITS Requirements and Inspection Checklist Functional 5.6.1.7

Specifications [3.2.1.6.A.7, 6.6.2.1, 6.6.2.2, 6.6.2.3, 6.6.2.4, 6.6.2.5] ........... 5-131

Ruggedized Tablets [3.2.1.6.B, 6.6.3] .................................................................. 5-132 5.6.2

Tablet Performance [3.2.1.6.B.1-2, 6.6.3] ..................................................... 5-132 5.6.2.1

Screen Visibility [3.2.1.6.B.3, 6.6.3] .............................................................. 5-133 5.6.2.2

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response v April 7, 2016

Security Features [3.2.1.6.B.4, 6.6.3] ............................................................ 5-133 5.6.2.3

The Anticipated Battery Life and Method and Time for Recharge 5.6.2.4

[3.2.1.6.B.5, 6.6.3] ......................................................................................... 5-133

Wireless Network Access [3.2.1.6.B.6, 6.6.3] ................................................ 5-133 5.6.2.5

Tablet Replacement Plan [3.2.1.6.B.7, 6.6.3] ................................................ 5-133 5.6.2.6

Mobile Printing Solution [3.2.1.6.C, 6.6.4] .......................................................... 5-134 5.6.3

Printer Performance [3.2.1.6.C.1-4, 6.6.4] ................................................... 5-134 5.6.3.1

Printer Limitations [3.2.1.6.C.5] ................................................................... 5-134 5.6.3.2

Printer Replacement Plan [3.2.1.6.C.6] ........................................................ 5-135 5.6.3.3

5.7 Inspector Training and FMCSA Equivalency [3.2.1.7, 6.7] ..................................... 5-135

Inspector Training Programs [3.2.1.7A, 6.7.1, 6.7.2, 6.7.3] ................................ 5-136 5.7.1

Program Outlines ........................................................................................... 5-137 5.7.1.1

Training Techniques ....................................................................................... 5-140 5.7.1.2

Access to Training .......................................................................................... 5-141 5.7.1.3

Cost Effectiveness ........................................................................................... 5-142 5.7.1.4

Inspector Orientation Programs [3.2.1.7B, 6.7.4] ................................................ 5-142 5.7.2

Program Outlines ........................................................................................... 5-143 5.7.2.1

Training Techniques ....................................................................................... 5-144 5.7.2.2

Access to Training .......................................................................................... 5-145 5.7.2.3

Cost Effectiveness ........................................................................................... 5-145 5.7.2.4

Massachusetts Commercial Vehicle Inspection Certification [3.2.1.7C, 6.7] ..... 5-145 5.7.3

5.8 Motorist and Industry Communications [3.2.1.8, 6.8] .............................................. 5-147

Communications Plan [3.2.1.8.A, 6.8.6] .............................................................. 5-148 5.8.1

Communication Activities and Schedule ........................................................ 5-150 5.8.1.1

Methods and Approaches to Implement Communications Plan .................... 5-151 5.8.1.2

Motorist Satisfaction Plan [3.2.1.8.B, 6.8.1.3] ..................................................... 5-152 5.8.2

Motorist Satisfaction Team Structure and Staffing Levels ............................. 5-152 5.8.2.1

Motorist Satisfaction Hotline Location .......................................................... 5-152 5.8.2.2

Managing Responses to Questions and Complaints Submitted 5.8.2.3

Via the Program Website ............................................................................... 5-153

Program Information Mechanisms ................................................................ 5-153 5.8.2.4

Other Motorist Problem Resolution Activities ............................................... 5-154 5.8.2.5

Communication of Routine Activities [3.2.1.8.C, 6.8] ........................................ 5-155 5.8.3

Measuring Communication Plan Effectiveness [3.2.1.8.D, 6.8] .......................... 5-155 5.8.4

Safety and Emissions Related Recall Information [3.2.1.8.E, 6.8] ...................... 5-156 5.8.5

Inspection Station Support Program Plan [3.2.1.8.F, 6.8.2] ................................. 5-156 5.8.6

Managing Inspection Station Issues ............................................................... 5-157 5.8.6.1

Workstation Service Plan ............................................................................... 5-160 5.8.6.2

Inspector and Repair Technician Support Plan [3.2.1.8.G, 6.8.2, 6.8.3] .............. 5-161 5.8.7

Managing Inspector and Repair Technician Issues ....................................... 5-162 5.8.7.1

Repair Technician Information Sharing ......................................................... 5-163 5.8.7.2

Newsletter ....................................................................................................... 5-164 5.8.7.3

Program Website ............................................................................................ 5-165 5.8.7.4

Repair Industry Relations [3.2.1.8.H, 6.8] ........................................................... 5-165 5.8.8

Subcontractor Support for Communications [3.2.1.8.I, 6.8.6] ............................. 5-166 5.8.9

5.9 Covert Auditing [3.2.1.9, 6.9] ................................................................................... 5-167

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response vi April 7, 2016

Staffing Plan [3.2.1.9.A.1, 6.9] ............................................................................ 5-171 5.9.1

Covert Vehicle Fleet [3.2.1.9.A.2, 6.9] ................................................................ 5-174 5.9.2

Communicating Covert Inspection Results to Agency Staff 5.9.3

[3.2.1.9.A.3, 6.9.3] ............................................................................................... 5-174

Covert Inspection Video [3.2.1.9.A.4, 6.9] .......................................................... 5-175 5.9.4

Conversion Factors [3.2.1.9.A.5, 6.9] .................................................................. 5-175 5.9.5

Integrating Covert Audit Reporting into the Database [3.2.1.9.A.6, 6.9] ............ 5-175 5.9.6

Covert Audit Start-up Schedule [3.2.1.9.A.7, 6.9] ............................................... 5-176 5.9.7

5.10 Vehicle Maintenance Initiative (VMI) [3.2.1.10, 6.10] ............................................ 5-177

VMI Vision and Plans [3.2.1.10.A, 6.10] ............................................................. 5-179 5.10.1

Supplemental OBD Training [3.2.1.10.B, 6.10.1.2] ............................................ 5-181 5.10.2

Implementing the VMI Training Program [3.2.1.10.C, 6.10.1] ........................... 5-183 5.10.3

Program Support [3.2.1.10.D, 6.10] ..................................................................... 5-184 5.10.4

Program Registration ..................................................................................... 5-184 5.10.4.1

Repair Information ......................................................................................... 5-184 5.10.4.2

Calculating Emissions Repair Success Rating (ERSR) .................................. 5-185 5.10.4.3

Updating ERSRs ............................................................................................. 5-185 5.10.4.4

Method for Selecting Registered Repair Facilities for Printing on VIRs ....... 5-186 5.10.4.5

Agency Access to VMI Information ................................................................ 5-187 5.10.4.6

Registered Repairers and Registered Repair Facilities Growth Strategy 5.10.5

[3.2.1.10.E, 6.10.5] ............................................................................................... 5-187

5.11 Motorist Assistance Centers [3.2.1.11, 6.11] ............................................................ 5-189

Repair-Related Assistance [3.2.1.11.A, 6.11.3] ................................................... 5-190 5.11.1

Emissions Waiver and Hardship Extension Administration [3.2.1.11.B, 5.11.2

6.11.4, 6.11.5] ....................................................................................................... 5-191

Internal Checks to Ensure Waivers Are Properly Issued [3.2.1.11.B.5, 5.11.2.1

6.11.4] ............................................................................................................ 5-193

Maintaining Motorist Information [3.2.1.11.B.6, 6.11.4] .............................. 5-194 5.11.2.2

Readiness Assistance [3.2.1.11.C, 6.11.6] ........................................................... 5-194 5.11.3

Targeted Inspections [3.2.1.11.D, 6.11.7] ............................................................ 5-196 5.11.4

Kit Car Inspections [3.2.1.11.E, 6.11.8] ............................................................... 5-197 5.11.5

Optional Pickup Service for Replacement Parts and Consumables for 5.11.6

Workstations [3.2.1.11.F, 6.11.9] ......................................................................... 5-198

Provision of Services [3.2.1.11.G, 6.11.2] ........................................................... 5-200 5.11.7

Appointments and Walk-ins [3.2.1.11.G.1, 6.11.2] ........................................ 5-200 5.11.7.1

Americans with Disabilities Act (ADA) Compliance [3.2.1.11.G.2, 5.11.7.2

6.11.2] ............................................................................................................ 5-200

Serving Areas Not Readily Serviced by a MAC [3.2.1.11.G.3, 6.11.3.2] ...... 5-200 5.11.7.3

Provisioning the MACs [3.2.1.11.G.4, 6.11.2] .............................................. 5-201 5.11.7.4

Compliance with Applicable Environmental Laws and Regulations 5.11.7.5

[3.2.1.11.G.5, 6.11.2] ..................................................................................... 5-202

MAC Program Support [3.2.1.11, 6.11] ............................................................... 5-202 5.11.8

Staffing Plan [3.2.1.11.A.1, 3.2.1.11.B.1, 3.2.1.11.C.1, 3.2.1.11.C.2, 5.11.8.1

3.2.1.11.D.1, 3.2.1.11.E.1, 3.2.1.11.F.1, 6.11] ............................................... 5-202

Communications Management [3.2.1.11.A.2, 3.2.1.11.B.2, 3.2.1.11.C.3, 5.11.8.2

3.2.1.11.D.2, 3.2.1.11.E.2, 3.2.1.11.F.2, 6.11] ............................................... 5-204

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response vii April 7, 2016

Staff Professional Development [3.2.1.11.A.3, 3.2.1.11.B.3, 5.11.8.3

3.2.1.11.C.6, 3.2.1.11.D.6, 3.2.1.11.E.6, 6.11] .............................................. 5-204

Customer Service Training [3.2.1.11.A.4, 3.2.1.11.B.4, 3.2.1.11.C.4, 5.11.8.4

3.2.1.11.D.3, 3.2.1.11.E.3, 3.2.1.11.F.3, 6.11] ............................................... 5-204

Customer Service Monitoring [3.2.1.11.A.5, 3.2.1.11.C.5, 3.2.1.11.D.4, 5.11.8.5

3.2.1.11.E.4, 3.2.1.11.F.4, 6.11] ..................................................................... 5-205

Process Improvement Recommendations [3.2.1.11.A.6, 3.2.1.11.B.7, 5.11.8.6

3.2.1.11.C.7, 3.2.1.11.D.7, 3.2.1.11.E.7, 3.2.1.11.F.5, 3.2.1.11.G.6, 6.11] ............................................................................................................... 5-205

6 IMPLEMENTATION SCHEDULE [3.2.1.12] .............................................................. 6-1

6.1 Inspection Equipment and Data Systems [3.2.1.12.1, 6.3 through 6.5] ........................ 6-1

Specification Development ...................................................................................... 6-3 6.1.1

Acceptance Testing Protocol Development ............................................................. 6-3 6.1.2

Acceptance Testing .................................................................................................. 6-4 6.1.3

Workstation Installation ........................................................................................... 6-4 6.1.4

Data Migration ......................................................................................................... 6-4 6.1.5

6.2 Inspector Training and FMCSA Equivalency [3.2.1.12.2, RFR Section 6.7] ............... 6-5

Curriculum Development ......................................................................................... 6-5 6.2.1

Transition Orientation .............................................................................................. 6-5 6.2.2

Advertising Enrollment and Training ....................................................................... 6-6 6.2.3

6.3 Motorist and Industry Communications [3.2.1.12.3, RFR Section 6.8] ....................... 6-6

Collateral Public Information Material .................................................................... 6-6 6.3.1

Motorist Communication Channels .......................................................................... 6-7 6.3.2

Inspector / Station Communication Channels .......................................................... 6-7 6.3.3

6.4 Motorist Assistance Centers and VMI [3.2.1.12.4, 6.10 and 6.11] ............................... 6-8

MAC Specifications ................................................................................................. 6-8 6.4.1

MAC Provisioning ................................................................................................... 6-8 6.4.2

Public Communication Resources ............................................................................ 6-8 6.4.3

Emissions Repairer Registration .............................................................................. 6-9 6.4.4

Emissions Repairer Training .................................................................................... 6-9 6.4.5

6.5 Covert Auditing [3.2.1.12.5, 6.9] .................................................................................. 6-9

Covert Audit Operations Manual ............................................................................. 6-9 6.5.1

Database Specification for Covert Audit Results Data .......................................... 6-10 6.5.2

Training Covert Auditors ....................................................................................... 6-10 6.5.3

Covert Audit Vehicles ............................................................................................ 6-10 6.5.4

Start of Covert Audit Inspections ........................................................................... 6-10 6.5.5

7 SGS TESTCOM ORGANIZATION: KEY PERSONNEL AND

MANAGEMENT PLAN [3.2.2.4] ............................................................................................. 7-1

7.1 Staffing Plan for Key Personnel .................................................................................... 7-2

Value-Add Personnel ............................................................................................... 7-7 7.1.1

7.2 Program Manager .......................................................................................................... 7-7

7.3 Roles, Responsibilities, and Reporting Relationships of Personnel Performing

Work Under the Contract .............................................................................................. 7-8

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response viii April 7, 2016

Conflict of Interest Control System .......................................................................... 7-8 7.3.1

Program Management Office ................................................................................. 7-12 7.3.2

Organizational Charts ............................................................................................. 7-13 7.3.3

Key Personnel Resumes .................................................................................... 7-16 7.3.3.1

7.4 Contract Management, Systems, and Communication ............................................... 7-27

Quality Management .............................................................................................. 7-33 7.4.1

Management and Tracking Systems to Ensure Contract Performance .................. 7-35 7.4.2

Monitoring SLA Performance – JIRA .............................................................. 7-35 7.4.2.1

Monitoring and Tracking System Changes – JIRA .......................................... 7-36 7.4.2.2

Risk/Problem Management .................................................................................... 7-39 7.4.3

8 BIDDER (AND MAJOR SUBCONTRACTOR) RELEVANT EXPERIENCE

AND REFERENCES [3.2.2.5] .................................................................................................. 8-1

8.1 SGS Reference #1. Vehicle Check Program, MassDep/RMV ...................................... 8-4

8.2 SGS Reference #2. Vehicle Inspection Program, Decentralized I/M System, State of New York Department of Motor Vehicles (DMV) ........................................ 8-6

8.3 SGS Reference #3. Enhanced Motor Vehicle I/M Program, State of New Jersey

MVC/DEP ..................................................................................................................... 8-8

8.4 SGS Reference #4. Next Generation Electronic Transmission (NGET) System, State of California, BAR ............................................................................................... 8-9

8.5 SGS Reference #5. Decentralized I/M System, Commonwealth of Virginia (VA), Department of Environmental Quality (DEQ) ............................................................ 8-12

8.6 WEP Reference #1: AirCheck Cache, Bear River Health Department, Cache County, Utah .................................................................................................... 8-13

8.7 WEP Reference #2: Emissions Testing Program, Davis County

Health Department, Davis County, Utah .................................................................... 8-15

8.8 WEP Reference #3: Emissions Control Program, DMV, State of Nevada ................. 8-18

8.9 WEP Reference #4: Air Care New Mexico, Environmental Health Department, State of New Mexico .................................................................................................. 8-20

8.10 WEP Reference #5: Emissions Test Program, Air Quality Board, Ada County, Idaho .......................................................................................................................... 8-22

8.11 WEP Reference #6: Vehicle Inspection Program, Land Transport Authority

(LTA), Republic of Fiji ............................................................................................... 8-24

9 BIDDER AND MAJOR SUBCONTRACTORS: BIDDER QUALIFICATIONS

[3.2.2.6] ........................................................................................................................................ 9-1

9.1 Defaults ......................................................................................................................... 9-1

9.2 Litigation ....................................................................................................................... 9-1

9.3 Civil/Criminal Conviction, Investigation, Judgment, Actions ...................................... 9-1

9.4 Statement About State, Federal Debarment, or Determination ..................................... 9-1

9.5 Security, Confidentiality, or Integrity Breaches of Customer Data .............................. 9-1

9.6 Certificate of Good Standing......................................................................................... 9-1

9.7 Parent / Subsidiary Organizations ................................................................................. 9-1

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response ix April 7, 2016

10 ADDITIONAL DOCUMENTATION .......................................................................... 10-1

10.1 Service Level Agreements .......................................................................................... 10-1

10.2 Software Agreements .................................................................................................. 10-8

10.3 Voluntary Product Accessibility Templates (VPATs) ............................................ 10-9

HEAT Software

HEAT

VPAT .......................................................................... 10-9 10.3.1

MAVIP Software Operator Manual VPAT .......................................................... 10-30 10.3.2

MAVIP Desktop Computer VPAT ...................................................................... 10-49 10.3.3

MAVIP SMART Interface VPAT ........................................................................ 10-68 10.3.4

MAVIP Tablet VPAT .......................................................................................... 10-89 10.3.5

MAVIP Workstation User Interface VPAT ....................................................... 10-108 10.3.6

Skype for Business 2016 VPAT ......................................................................... 10-127 10.3.7

SAP Crystal Reports (DHTML Viewer) SAP BusinessObjects 10.3.8

Business Intelligence Platform 4.2 2016 VPAT ................................................ 10-140

Windows 8 Client VPAT ................................................................................... 10-154 10.3.9

IPCM VPAT ....................................................................................................... 10-177 10.3.10

10.4 Security Plan ........................................................................................................... 10-199

Part I ................................................................................................................... 10-199 10.4.1

General Requirements .................................................................................. 10-199 10.4.1.1

Physical Security .......................................................................................... 10-199 10.4.1.2

Workforce Security ....................................................................................... 10-205 10.4.1.3

Account and Password Management ........................................................... 10-206 10.4.1.4

Identity and Access Management ................................................................. 10-207 10.4.1.5

Data Security ................................................................................................ 10-210 10.4.1.6

Disaster Recovery and Business Continuity ................................................. 10-212 10.4.1.7

Compliance and Audit .................................................................................. 10-212 10.4.1.8

System Security and Incident Management .................................................. 10-214 10.4.1.9

Part II .................................................................................................................. 10-221 10.4.2

User and Service Account Management ...................................................... 10-221 10.4.2.1

Security Assurance Requirements ................................................................ 10-221 10.4.2.2

Privacy Loss Incidents .................................................................................. 10-222 10.4.2.3

Adware, Spam, and Remarketing of Information ......................................... 10-223 10.4.2.4

Assessment of Security Controls ................................................................... 10-223 10.4.2.5

10.5 Database Quality Assurance Plan ........................................................................... 10-225

Introduction ........................................................................................................ 10-225 10.5.1

Objective ....................................................................................................... 10-225 10.5.1.1

Scope ............................................................................................................ 10-225 10.5.1.2

Management Commitment ................................................................................. 10-225 10.5.2

Quality Policy ..................................................................................................... 10-225 10.5.3

Commitment to Quality ................................................................................ 10-225 10.5.3.1

Focus of Database Quality Assurance ......................................................... 10-226 10.5.3.2

Organization ....................................................................................................... 10-227 10.5.4

IT Operations Organization ......................................................................... 10-227 10.5.4.1

Quality Assurance Organization .................................................................. 10-228 10.5.4.2

Documentation ................................................................................................... 10-228 10.5.5

Document Control ........................................................................................ 10-228 10.5.5.1

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response x April 7, 2016

System Requirements .................................................................................... 10-228 10.5.5.2

System Specifications ................................................................................... 10-229 10.5.5.3

Plans and Procedures .................................................................................. 10-229 10.5.5.4

Reports .......................................................................................................... 10-229 10.5.5.5

Version Control ............................................................................................ 10-229 10.5.5.6

QA Records and Test Artifacts ..................................................................... 10-230 10.5.5.7

Standards, Procedures, and Metrics ................................................................... 10-230 10.5.6

Standards and Procedures Overview ........................................................... 10-230 10.5.6.1

Metrics .......................................................................................................... 10-231 10.5.6.2

Procedures .................................................................................................... 10-231 10.5.6.3

Testing, Reviews, and Audits ............................................................................. 10-234 10.5.7

Software Testing ........................................................................................... 10-235 10.5.7.1

Performance and Stress Testing ................................................................... 10-238 10.5.7.2

Data Replication ........................................................................................... 10-239 10.5.7.3

Failover ........................................................................................................ 10-240 10.5.7.4

Backup and Recovery ................................................................................... 10-240 10.5.7.5

General Audit Procedures ............................................................................ 10-240 10.5.7.6

Reviews and Audits ....................................................................................... 10-241 10.5.7.7

Database Specifications, Hardware, and Testing Environments ........................ 10-243 10.5.8

Procurement, Supplier, and Vendor Control ...................................................... 10-244 10.5.9

Risk Management ............................................................................................... 10-245 10.5.10

Security ............................................................................................................... 10-245 10.5.11

Long-Term Planning .......................................................................................... 10-245 10.5.12

Database ....................................................................................................... 10-245 10.5.12.1

Hardware ...................................................................................................... 10-245 10.5.12.2

10.6 Risk Management Plan ............................................................................................ 10-246

Introduction ........................................................................................................ 10-246 10.6.1

Purpose ......................................................................................................... 10-246 10.6.1.1

Scope ............................................................................................................ 10-246 10.6.1.2

Objectives ..................................................................................................... 10-246 10.6.1.3

References .................................................................................................... 10-247 10.6.1.4

Risk Rating and Interpretation ........................................................................... 10-247 10.6.2

Probability of Occurrence ............................................................................ 10-248 10.6.2.1

Impact Scoring ............................................................................................. 10-248 10.6.2.2

Risk Exposure ............................................................................................... 10-249 10.6.2.3

Massachusetts Emissions and Safety Test Program Participants Roles and 10.6.3

Responsibilities .................................................................................................. 10-251

Risk Planning ..................................................................................................... 10-253 10.6.4

Process ......................................................................................................... 10-253 10.6.4.1

Procedures .................................................................................................... 10-253 10.6.4.2

Risk Management Overview .............................................................................. 10-254 10.6.5

Risk Origination ........................................................................................... 10-254 10.6.5.1

Risk Database ............................................................................................... 10-258 10.6.5.2

Risk Review ................................................................................................... 10-258 10.6.5.3

Document the Candidate Risk ...................................................................... 10-258 10.6.5.4

Risk Analysis ................................................................................................. 10-259 10.6.5.5

Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.

Technical Response xi April 7, 2016

Review Risk Analysis .................................................................................... 10-263 10.6.5.6

Implementation of Risk Response/Contingency Plan ................................... 10-264 10.6.5.7

Risk Monitoring ...............................................................................