SGS MA_Final_Part2.pdf

Commonwealth of Massachusetts

Vehicle Inspection and Maintenance Program

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Technical Response 5-69 April 7, 2016

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Technical Response 5-70 April 7, 2016

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Technical Response 5-71 April 7, 2016

5.4 NETWORK MANAGEMENT [3.2.1.4, 6.4]

The SGS Network Management Plan (NMP) establishes quality measures for the network’s

Inspection Stations, Workstations, and Inspectors; and supports the Agencies in achieving the goal of a convenient, decentralized network with the benefits and accountability of centralized network management. Our vision for the Program establishes an integrated and data driven approach to address improper inspections, facilitate proper operation of Workstations across the

Commonwealth, and monitor, measure and correct performance to sustain safe and environmentally friendly Inspection Station, MAC, and Workstation operation. Figure 5.4-1 provides an overview of how the SGS Network Management elements work together. Bracketed numbers refer to proposal sections providing additional information on key elements of our

NMP.

The inspection interrupt process helps to detect and prevent improper inspections. The Network

Control File automatically generates flags and/or interrupts based on pre-configured conditions. If a video interrupt is triggered, the VID opens a video conference between the

Inspector and a qualified

SGS Automotive Service

Excellence (ASE) L-1 certified Registered Repair

Technician (RRT). If video is unavailable due to Internet bandwidth issues, we may continue the conversation through a phone call or text chat. Additional details about the inspection interrupt process are provided in Section 5.4.1.

The SGS Team’s Workstation runs periodic quality checks and calibration routines on the system components. When anomalies occur, the VID generates a HEAT Ticket, alerting an SGS

Figure 5.4-1: Network Management.

SGS applies QA to the Network Management function through the use of inspection Interrupts, Workstation QA, and Inspection Station Safety and

Environmental Management.

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Technical Response 5-72 April 7, 2016

Field Service Representative (FSR) to proactively assess and address the issue. Our Chief Data

Analyst studies failure data and uses those findings to design, develop, and refine triggers to identify the need for pre-emptive maintenance and test trigger changes. The Workstation quality control strategy is further described in Section 5.4.2.

The SGS Inspection Station Safety and Environmental Management solution in Section 5.4.3 describes our Inspection Station and Workstation safety solution. The solution incorporates safety and environmentally friendly features of the Workstation, recycling of hardware and consumables, Inspector/RRT training and public communications, and feedback from Agency and SGS Team personnel. Figure 5.4-2 presents the features of Team SGS’s Network management (RFR 6.4) solution that increase the likelihood of successful contract performance and/or exceed RFR capability requirements along with the tangible benefits to the Agencies and/or program stakeholders.

Figure 5.4-5.4-2: Best Value Strengths of SGS’ Network Management Proposal.

Strength (Feature of SGS Offer that Increases

Likelihood of Successful Performance or Exceeds

Capability Requirements)

Tangible Benefits to the Commonwealth, Inspectors, RRTs, and/or Motorists

Criteria 1: Overall Management Capability, Accountability, and Experience with Similar Programs

Configured current successful MA Workstation software flags used in the inspection process and will use a similar approach to initiate interrupts.

Is Convenient for Motorists: SGS software is tailored to utilize interrupts in appropriate situations and avoid unnecessary delays or MAC referrals during the inspection process.

Tie interrupts to covert audits – prioritizing covert video audits for Stations with recurrent interrupts

Improves Air Quality and Vehicle Safety: Targeted training to deter fraudulent practices and consistently meet I/M standards

Provides and analyzes current MA workstation; use this experience to envision next generation workstations that provide improved feedback to our support team to proactively address potential problems

Is Convenient for Motorists: Well operating

Inspection Station equipment lessons the likelihood of inspection delays.

Criteria 3: Provide Equipment, Maintenance and Inspection Station Service

Use 10 MAC RRTs to respond to interrupts; answer 98% of interrupts within 120 seconds

Is Convenient for Motorists: RRTs will support resolution of emissions and safety issues to enable the inspection to complete.

Use 10 MAC RRTs to respond to interrupts; Respond to

100% of normal work hour interrupts

Is Convenient for Motorists: Consistent statewide support for interrupts during normal business hours avoiding unnecessary MAC referrals

Working closely with the Agencies, SGS will revise and implement a contract NMP to address all new requirements in the Program. This includes our approach to identify and correct

Workstation quality issues, as well as software configurability via the Network Control File

(NCF) to enable new inspection processes including interrupt processing. The NCF, accessible to authorized SGS and Agency personnel via the SMART Management console, allows for fast and low-risk modification of inspection interrupt criteria without changes to the system software.

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Technical Response 5-73 April 7, 2016

Further, automatic, real-time HEAT ticket generation for inspection interrupts and pre-emptive service calls, as well as automated daily reporting, promote efficiency.

SGS assessed the level of effort required for each task in our NMP and included the scope of those tasks in employee job descriptions in order to properly staff the Program. Figure 5.4-3 provides a summary of our assessment including a brief description of roles and responsibilities contributing to our Network Management solution.

Figure 5.4-3 – Network Management Plan Staffing Matrix

Role Level of

Effort

Task -

Improper Inspections

Task -

Workstation QC

Task -

Safety and

Environmental

Management

Chief Data

Analyst

0.25 FTE Design, develop, and analyze

triggers for inspection interrupt

Collaborate with the Agencies on fraud investigations

Design, develop, and analyze triggers for pre-emptive service

(N/A)

QA Manager

0.10 FTE Develop, maintain, and oversee

execution of the Network

Management Plan

Deliver monthly NMP reports to the Agencies

Develop, maintain, and oversee execution of the

Network

Management Plan

Deliver monthly

NMP reports to the

Agencies

Develop, maintain, and oversee execution of the

Network

Management Plan

Deliver monthly

NMP reports to the

Agencies

QA Engineer

SW

0.10 FTE Test and verify triggers prior to

implementation

Test and verify triggers prior to implementation

Review and verify compliance of

Workstation Operator

Manual and training materials

QA Engineer

HW

0.10 FTE Investigate interrupts caused by

possible vehicle or component malfunction

Investigate component failures

Review and verify compliance of

Workstation Operator

Manual and training materials

MAC RRT 12.5 FTE

(Section

5.11)

Respond to inspection interrupts

Prepare covert vehicles for inspection

Conduct covert visual audits

Support MAC pickup of replacement parts and consumables

Perform inspector training

Handling of returned parts and consumables

Covert Vehicle

Auditor

1.3 FTE

(Section

5.9)

Perform audits and report findings

(N/A) Identify and report hazards

Field Service

Representative

(FSR)

4 FTE

(Section

5.8)

Identify and report on potential non-compliance Respond to pre-emptive service triggers

Perform and document required component replacements and repairs

Identify, report, and resolve (where possible) hazards

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Technical Response 5-74 April 7, 2016

Improper Inspections [3.2.1.4.A, 6.4.1] 5.4.1

Implementing Quality Assurance Measures for Inspections [3.2.1.4.A.1, 6.4.1] 5.4.1.1

In order to improve inspection integrity, one quality assurance measure we take centers on

VID-based triggers and configurable response actions. Triggers and corresponding actions are easily modified via SMART. The VID tracks and stores inspection anomalies and interrupts; this data is available to the Agencies’ authorized users via SMART.

There are multiple reasons an interrupt may be triggered, including a problem with vehicle, Inspector fraud (e.g., clean scanning), Inspector error, tampering, and a fault with the

Workstation hardware or software. Through ongoing data analysis of each interrupt we will identify if the appropriate action was taken and recommend configuration or processes improvements to continuously improve the effectiveness of emissions and safety inspections at each Station in the network.

5.4.1.1.1 Improper Inspections – Start Test Inspection Interrupts

During each inspection, the VIN decoder, VinPOWER, decodes the VIN and forwards to the

VID. For most vehicles, VinPOWER identifies model year, vehicle make, model name, fuel type, number of cylinders, engine displacement, GVWR, body style; and transmission type. The

Inspector reviews the VinPOWER results sent from the VID and displayed on the Workstation monitor to verify the results match the vehicle being inspected. The VID determines the Initial

Emissions Test Selection (IETS) and sends the test-appropriate prompts to the Workstation. If the Inspector changes any data parameter(s) that may affect the emissions test selection, including model year, fuel type, or GVWR, both the original and modified values are recorded.

If the modified data is suspect. based on the Network Control File, the VID can do one of the following:

Enable/disable start test Interrupt logic

Flag the test and allow it to continue

Display a warning message to the Inspector

Force the Inspector to restart the test

Initiate a live Interrupt video conference (during Help Desk hours only)

Warning messages and test restarts are inconvenient and deter the Inspector from making improper changes to the vehicle information. Taking these actions at test start reduces the likelihood of a fraudulent inspection being started in the first place. Start test Interrupts also help

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Technical Response 5-75 April 7, 2016 prevent incorrect test selections that result from Inspector error (e.g., a trailer being stuck in an emissions test cycle). SGS performs ongoing detailed data analysis of start test Interrupts to identify patterns (eg.VIN decoder errors, or habitual fraudulent Station activity) and maintain management policies and procedures that ensure the ongoing quality of the Station network.

5.4.1.1.2 Improper Inspections – Inspection Interrupt (End Test) during Station Support Hotline and MAC Operating Hours

At the completion of the On-board Diagnostic (OBD) test, the Workstation sends the OBD test data to the VID for evaluation. Since the inspection is in progress, QA failures at this point are high-priority and typically require a video interrupt. As with the start test Interrupt action, the end test Interrupt action is configurable via the NCF and includes options to:

Enable/disable end test Interrupt logic

Flag the test and allow it to continue

Display a warning message to the Inspector

Force the Inspector to restart the test

Initiate a live video conference (Help Desk hours only)

When a triggering condition occurs during Help Desk hours, the VID generates a HEAT ticket and sets up an alert for an available MAC RRT. On receipt of the HEAT ticket, the RRT uses

SMART to review relevant data to determine the appropriate action, which may include:

Review and compare actual inspection data to the expected OBD data

Review current inspection images (from handheld, monitor, and bay cameras) including live video feed

Review inspection history for the VIN including prior MAC referrals

Review inspection history for similar vehicles (using the same VIN mask)

Review recent inspection history and images for the Station

Review OBD scan logs for the current test

Researching Technical Service Bulletins (TSBs) or recall notices that may indicate a problem with the vehicle

On completion of the analysis, the RRT selects the appropriate outcome and action for the given scenario and informs the Inspector of the results. Possible actions include:

Flag the test and allow it to continue (e.g., suspected manufacturer issue)

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Technical Response 5-76 April 7, 2016

Fail the inspection and refer the vehicle to a MAC (e.g., suspected tampering by the motorist, such as with a ‘hobbyist’ vehicle)

Force the Inspector to restart the test; RRT watches the test via live video feed (e.g., for situations where the RRT suspects Station fraud or clean scanning)

Our solution focuses on motorist/customer convenience: A MAC referral is a highly disruptive outcome for the motorist, therefore we select this option only when the RRT believes it to be absolutely necessary.

5.4.1.1.3 Improper Inspections – Inspection Interrupt (End Test) Outside of Station Support

Hotline and MAC Hours

Outside of Help Desk hours, the end test inspection Interrupt trigger follows the same process described above. The VID analyzes the OBD test data and determines the outcome of the OBD

VIN and OBD Parameter QA checks. However, in the event of a failure of either or both QA checks outside of Help Desk hours, a software-based Interrupt occurs in lieu of the live Interrupt video conference with an RRT. The software-based interrupt action is configurable via the

Network Control File, and possible resultant actions include:

Flag the test and allow it to continue

Display a warning message to the Inspector

Force the Inspector to restart the test

5.4.1.1.4 Improper Inspections – Covert vehicle and visual auditing

To further enhance our centralized control over the decentralized Inspection Station network, we propose implementing a “Station scoring” initiative to identify “high-risk” Stations as candidates for additional covert auditing. Such Stations may demonstrate a higher propensity for fraudulent activity, or frequent errors and behaviors that demonstrate the need for additional training in inspection regulations and/or proper use of the inspection equipment. We will collaborate with the Agencies during program implementation to determine appropriate triggers and scoring methods to identify such high-risk Stations.

Proposed Maximum Response Time to Test Interruptions [3.2.1.4.A.2, 3.2.1.4.A.3] 5.4.1.2

Each of our ten MACs will be staffed with an RRT during normal business hours, Monday through Saturday, with at least one MAC RRT on call for responding to interrupts during additional Station Support Hotline hours (MAC hours are 8:00am-5:00pm M-F, 8:00-2:00pm

Sat, while Help Desk hours for Station Support are 7:00am-5pm M-Sat), ensuring more than

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Technical Response 5-77 April 7, 2016 sufficient L-1 certified RRT availability to respond to the Interrupts. With our proposed MAC staffing, we commit to answer 98% of Interrupts (weekday and Saturday) in a maximum of 120 seconds. To prevent inconvenience to the motorist, Interrupts that cannot be answered by a MAC

RRT within 120 seconds will be handled via the same software-based Interrupt logic to be used outside of Hotline hours.

Additional Measures to Address Improper Inspections [3.2.1.4.A.4, 6.4.1] 5.4.1.3

SGS will continue to provide the Agencies with existing alerts, data, and reports from the current program to understand the nature of improper inspections under the new Program. At a minimum, these include:

Trend analysis (daily, monthly)

Hotline tickets (daily)

Motorist and Station complaints (daily)

Challenge inspections (daily)

Covert audit failure (daily)

Stolen stickers (daily)

Sticker gone reporting (monthly)

QA lockouts (daily, monthly)

Inspector ID in use at multiple locations (monthly)

Inspections performed outside of normal business hours

QA lockouts (Workstation shut down before test is complete)

SGS uses objective and anecdotal data derived from daily operations to continuously identify, assess root cause and implement preventative actions to address improper inspections.

Workstation Quality Control [3.2.1.4.B, 6.4.2] 5.4.2

SGS will revise and employ proven Workstation QC activities from the current Vehicle Check contract to ensure proper Workstation operation throughout the Commonwealth. In Figure 5.4-3, we summarize the categories of Workstation failures assessed both daily and real-time.

Figure 5.4-3. Workstation Quality Control Monitoring for Current Massachusetts Vehicle Check. We will expand our data monitoring under the new Program.

Failure Category Data Monitoring

Equipment Audit

Failures OBD Communications

OBD Accuracy

Revolutions Per Minute (RPM) Check

Sticker Test

Plain Paper Test

Manual Feed Test

Overall Diesel Result

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Technical Response 5-78 April 7, 2016

High Calibration

Failure Rates OBD Loopback

Opacity Zero

Opacity Full Scale

Opacity Fan Current

Opacity Span Check

Printer

Printer/barcode scanner

Miscellaneous

Failures OBD Communications Failure rate

(VIN mask)

Test Results

Diesel Tests Triggered by Time

Diesel Tests Triggered by Opacity

Skipped and Mismatched Stickers

For the new Program, we will extend daily calibrations and checks and subsequent analysis to all Workstation hardware components including, but not limited to, updated equipment, cameras and geo-fencing technology.

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

To accurately and proactively identify Workstations and components in need of service, our proposed solution for equipment calibration is to require calibrations or checks of all

Workstation hardware components at specified intervals. Calibration intervals and failure actions for each component are configurable and easily modified in the NCF. When a calibration is overdue or has failed, the Workstation locks out some or all testing, depending on the affected component.

In Figure 5.4-4, we indicate our proposed calibration/check intervals and actions for each

Workstation hardware component. Proposed component checks exceed the RFR requirements which specify daily checks of the printer, barcode scanner, OBD system, and diesel opacity meter. A rigorous calibration schedule is necessary to proactively identify potential equipment problems before a motorist arrives for an inspection thereby improving customer satisfaction and convenience. We will work with the Agencies during program implementation to confirm the optimal calibration procedures, default calibration intervals, and failure actions for each component.

Figure 5.4-4: Equipment Calibration. An analysis of the Workstation components and inspection tools identifies an expanded list of required calibrations that must occur on a daily basis.

Hardware Element Proposed Calibration

Interval (hrs)

Lockout When Exceeded

VIR printer 24 All inspections

Sticker printer 24 All inspections

Barcode scanner 24 All inspections

DAD 24 OBD only

Signature Pad (Heavy-Duty Workstation) 24 All Commercial inspections

Global Positioning System (GPS) 24 All inspections

Monitor camera 24 All inspections

Headset 24 All/OBD only

Handheld camera 24 All inspections

Bay camera 1 24 All inspections

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Technical Response 5-79 April 7, 2016

Hardware Element Proposed Calibration

Interval (hrs)

Lockout When Exceeded

Bay camera 2 24 All inspections

Bay camera 3 24 All inspections

Video configuration of one bay camera 24 All inspections

Opacity meter (Heavy DutyWorkstation) 24 Opacity only

Information about equipment degradation and failure is derived from from calibration records, inspection records, audit records, and calls to the Help Desk; all are available in the VID either in real time, or immediately following the Workstation’s next communication to the VID. During implementation, SGS will develop automated daily reports to identify equipment problems from all of these sources, beginning during beta testing. SGS already performs automated daily reporting in the current program. Our Chief Data Analyst will design triggers for pre-emptive service based on these daily automated reports. Once the triggers are implemented in Production, triggered service events will be monitored and SGS will calculate metrics such as:

Number of pre-emptive component replacements

Number of pre-emptive component repairs

Number of component replacements due to failure

Number of component repairs due to failure

Based on monthly analysis of these and other metrics defined in collaboration with the

Agencies, our Chief Data Analyst will suggest modifications to pre-emptive service triggers and performance standards, to continuously improve Station services to the motorists.

Performing and Documenting Pre-emptive Workstation Repairs [3.2.1.4.B.2, 6.4.2] 5.4.2.2

The SGS Chief Data Analyst will design triggers for pre-emptive service based on the analysis of failed calibrations and other equipment problems identified via inspection data, audit records, and Station Support Hotline calls. We implement triggers in the VID make changes immediately available to all Workstations. All network management NCF triggers are easily and quickly modified or disabled by authorized SMART users. We track all changes in an audit log for reporting and analysis purposes.

When a pre-emptive triggering condition is met, a Station Support Hotline HEAT ticket is generated for service. An SGS FSR provides Workstation service (parts replacement or repair) and documents the action and results in HEAT. HEAT data is immediately available in the VID and via SMART. Effective analysis and management of Workstation quality control minimizes

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Technical Response 5-80 April 7, 2016

Station downtime by proactively repairing or replacing components when failure is imminent, while simultaneously minimizing waste created by unnecessary service calls.

Refining Performance Standards Effectiveness via Monitoring Equipment Failures 5.4.2.3

[3.2.1.4.B.3, 6.4.2]

Our strategy for analyzing equipment calibration records and monitoring equipment failures is a cycle of reporting, data analysis, and trigger refinement. Our Chief Data data analyst monitors the results of daily automated reports including calibrations, equipment audits, inspection results, and HEAT tickets. Based on the findings of these daily automated reports, the Chief Data

Analyst may design new triggers for pre-emptive service and monitor triggered events. Metrics, such as the number of pre-emptive component replacements and repairs, and the number of components replaced due to failure, are used for this analysis. Based on this analysis, the Chief

Data Analyst suggests modifications to existing triggers and performance standards to continuously improve the effectiveness and efficiency of pre-emptive service.

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

In Figure 5.4-5 we provide an overview of Workstation and Inspection Station safety and environmental attributes. Occupational safety measures associated with use of Workstation include features such as component storage, and procedures for safe handling of the equipment.

The following features of the Workstation cabinet promote safe use and handling of the

Workstation:

Design for stability to prevent tipping, and rubber wheels with a locking mechanism to prevent rolling

All cabling tethered and secured within the Workstation cabinet to reduce risk of damage or injury

Drawers and hooks to safely and conveniently store peripherals including the OBD

DAD, opacity meter and shepherd’s hook keyboard, and mouse – proper use of these features reduces the likelihood of dropped and damaged components;

Easy access to PC components and peripheral connections to the PC for replacement, repair, and troubleshooting. This is an improvement over the current cabinet, which requires components be removed through the front and causes difficulty in disconnecting and reconnecting components, and increases the risk of dropping and damaging components.

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Technical Response 5-81 April 7, 2016

Mounted power strip with surge protection and 12-foot UL-approved power cord

Compliance with National Electric Code, with all 120-VAC powered devices located not less than 18 inches from the ground

Figure 5.4-5: Safety and Environmental Management. The SGS Safety and

Environmental Plan identifies our strategy for achieving programs safety and environmental considerations.

As provided in the current Massachusetts Vehicle Check program, all Mass17 Workstations include a Workstation Operator Manual that highlights potential Workstation hazards and instruction on safe handling and use of all Workstation components. We include safe

Workstation usage in our Inspector Training curriculum, which includes precautionary measures to follow when conducting emissions and safety inspections.

Our Mass17 Workstation installation program includes a plan to recycle old Workstations, optional for those Stations who would like removal of their Mass08 Workstation. We anticipate that over 75% of the Inspection Station network will request removal of their Mass08

Workstation. The SGS Team will work with a local Massachusetts company, Northstar

Recycling to provide this optional service and ensure that all Workstations and components are recycled in a safe and environmentally-friendly manner. Northstar will remove the Workstation and ensure that all components are selectively separated to distinct recyclers and do not end up in landfills (i.e., Cradle to Cradle regeneration). Northstar also will provide fast and accurate reporting to track the status of Workstation component disposal to verify no environmental impact. The customized website provided by Northstar can easily be made accessible to the

Agencies to provide accurate, near real-time data to track recycling progress.

The new Mass17 Workstation includes a number of environmentally-friendly features.

Workstation components, including monitors, VIR printer, barcode scanners, and the WEP

OBDII DAD, utilize ENERGY STAR-certified components. Additionally, the Workstation monitor is TCO certified.

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Technical Response 5-82 April 7, 2016

SGS implements software and operating system (OS) feature policies that minimize waste.

The system is designed to enter a sleep mode or low power mode when a configurable amount of time has passed without any activity on the system. The current program’s daily printer/barcode scanner check requires each Workstation to print barcodes and text on a sheet of paper in order to calibrate the barcode scanner. In the new program, we propose working with the Agencies during planning sessions to design a new implementation of the printer check, taking advantage of the printer’s diagnostic and self-reporting features and the inspector’s ability to visually examine documents printed during the course of daily business, together with an optional (not required daily) printer test page. We estimate that by simply eliminating the required printer calibration page, between six and nine million sheets of paper can be saved over a possible 14 year contract.

We will actively encourage each Inspection Station and emission repair facility to follow more environmentally sound practices. We will continue to accomplish this through the language and terms in our Service Participation Agreements (SPAs) with individual Stations and continue encouraging environmentally-friendly practices through visits from our FSRs and inspection audit processes. Potential environmental hazards may be observed by SGS personnel during field service visits, covert vehicle and visual audits, and by Agencies’ personnel during Station audits.

As part of our strategy to encourage Inspection Stations to practice good environmental management at their place of business, SGS personnel will notify Agencies of potential safety and environmental issues and hazards observed at Stations (e.g., improper waste oil management or excessive waste tires). We will also work with the Agencies to incorporate a feature in the

VISITS client that allows the reporting and tracking of safety and environmental issues identified during Station audits.

To facilitate ongoing Station and Inspector awareness of potential environmental issues, we will work with the Agencies to incorporate additional environmental topics into the Inspector training and Vehicle Maintenance Initiative (VMI) curricula, newsletters, and industry communications. We also propose sending periodic Workstation messages on various environmental topics to demonstrate a proactive ongoing program of Station education and to maintain ongoing awareness of sound environmental practices. We will provide links to safety and environmental resources on the program website. In addition, MACs will set an environmentally-friendly example for all Stations through the marking, handling, and disposal of

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Technical Response 5-83 April 7, 2016 toxic substances, and the recycling of electronics, plastics, metals, glass, and paper products. We pay special attention to the recycling of returned consumables comprised primarily of printer cartridges.

5.5 INSPECTION DATABASE [3.2.1.5, 6.5]

Since 2008, the Agencies have depended on SGS to deliver a reliable, responsive, and user friendly Database system that enables inspectors to complete efficient and accurate vehicle inspections. With no offline inspections allowed by the Agencies, the Vehicle Inspection

Database (VID) must be available for processing transactions at all times. In 2014, the system delivered 100% availability; in 2015 availability was 99.997%—even with scheduled maintenance. Going forward, as we modernize the Database and I/M Program for the Agencies, we calculate availability to remain above “Four Nines” – less than five minutes of downtime per month. We propose a modern Inspection Database solution that delivers processing optimization, complete redundancy, and a clear path to communicate efficiently with the “robust and forward looking,” modernized Automated Licensing and Registration System (ALARS).

Figure 5.5-1 presents the features of Team SGS’s Inspection Database (RFR 6.5) solution that increase the likelihood of successful contract performance and/or exceed RFR capability requirements along with the tangible benefits to the Agencies and/or program stakeholders.

Figure 5.5-1: Inspection Database Strengths. On the current contract, SGS has proven that we can meet the

Agencies’ Database requirements.

Feature (Feature of SGS Offer that Increases

Likelihood of Successful Performance or

Exceeds Capability Requirements)

Tangible Benefits to the Commonwealth, Inspectors, RRTs, and/or Motorists

Criteria 2: Data Management

Calculated round-trip transaction time of 2.34 seconds, which includes ALARS and

Workstation processing, and Internet transmission time.

Convenience for I/M Stations and Motorists:

Efficient inspections keep wait times to a minimum and inspectors quickly progress through the inspection process, resulting in a user friendly solution for inspectors and motorists.

Calculated availability of at least 99.99%. In

2014 the SGS system delivered 100% availability; in 2015 availability was 99.997% – including down time for scheduled maintenance.

Convenience for I/M Stations and Motorists:

Inspections not impacted due to VID outages minimizing delays or inconveniences to motorists.

Inspections are completed as needed, keeps motorists, inspectors, and the Agencies at ease—minimizing motorist frustration and bad press.

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Technical Response 5-84 April 7, 2016

Feature (Feature of SGS Offer that Increases

Likelihood of Successful Performance or

Exceeds Capability Requirements)

Tangible Benefits to the Commonwealth, Inspectors, RRTs, and/or Motorists

Automated and highly configurable customized reports

Convenience for the Agencies:

The Agencies can have automated reports delivered via email and can use SMART to easily create custom reports that deliver drill down results, enabling the Agencies to discern crucial information that helps reduce fraud and pollution.

Authorized Agency users have access to the Data Warehouse in three different ways, ensuring reports can be generated as needed.

IT Operations Team is experienced working with the Agencies, including:

IT Operations Manager

Chief Data Analyst

Database Administrators

Network Administrators

Systems Administrators

Lowers Program Risk:

The SGS IT professionals are responsive and work closely with the Agencies to troubleshoot ALARS/Database issues, resolve inspection records discrepancies, and assist with custom reports.

SGS ALARS experience; since 2008, SGS has reverse engineered the data interchange challenges with ALARS to ensure data integrity between the VID and ALARS for each transaction.

Lowers Program Risk:

Because of our in-depth knowledge of the legacy ALARS system implementation, the next generation VID requires less

Government resources and provides low risk of discrepancies or data integrity issues, which lowers implementation risks.

In the remainder of this section we provide details on how our Database system helps the

Agencies maximize reliability, speed of response, and user-friendliness for inspectors and the

Agencies.

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

The SGS Inspection Database is a modern, highly-available application that provides fast response times and solid reliability to keep the Program running effectively. The user-friendly tools enable SGS to analyze and optimize performance and enable the Agencies to create custom reports from a vast amount of data. In Figure 5.5-2 we show an overview of our proposed network and Database system.

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Technical Response 5-85 April 7, 2016

Figure 5.5-2: SGS Database Solution. The modern, reliable, fast SGS Database meets all requirements and provides user friendly operations by the Agencies and SGS.

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Technical Response 5-86 April 7, 2016

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Technical Response 5-87 April 7, 2016

When creating our Database solution, we considered all the Agencies’ requirements in the

Request for Response (RFR), our experience working directly with the Agencies on the current contract, our experience working with other I/M programs in other states, and the latest database models and tools available today. Our database solution meets all the Agencies requirements.

Similar to the legacy system, the VID follows the multitier architecture design model to ensure continued reliability and security. Key to the multitier architecture standard are the separation of presentation, application processing, and data management functions into disparate, flexible applications, including:

Demilitarized Zone (DMZ) –Creates an isolation zone between secure SGS servers and inbound Internet-based requests

Compute – Encompasses all application processing and business logic into redundant clusters for load sharing and failure tolerance

Data Store – Secure network hosting all databases, application logs, video, pictures, reports, backups, and other necessary components for long-term access and storage of program data

In keeping with the Agencies’ desire to retain data indefinitely for audit and historical purposes, the SGS Database system is built upon a highly scalable infrastructure and stores a combined total of 300 terabytes—enough for 100 million inspection records, images, and a rolling 365 days of recorded video. Throughout the life of the program, SGS will continue to review space consumption and upgrade/replace equipment as necessary to ensure sufficient resources for the growth of the program. As shown, the major components of the Database system are the VID, Data Warehouse, and the SGS Management and Reporting Tool (SMART).

The Database system methodology as it relates to these components is summarized below.

Vehicle Inspection Database (VID): The VID processes all emissions and safety inspections, communicating with each MASS17 Workstation (Workstation) at several points during the inspection. The VID compares input from the Workstation to expected results and generates an interrupt if it detects a data anomaly or possible fraud, such as an inspector manually overriding the VIN decoded information or when unusual OBD data are detected from the vehicle. Going forward, the Agencies can track vehicle emissions and safety trends indefinitely and use this data to deliver accurate emissions and safety reports to the Environmental Protection Agency (EPA), other Government agencies, and vehicle manufacturers.

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Technical Response 5-88 April 7, 2016

Data Warehouse. This server is optimized to provide quick report results and support data mining requirements. It organizes the data to be presented in an understandable reporting format.

By linking together data from disparate sources, the Data Warehouse enables the Agencies (or

SGS at the Agencies’ request) to create queries to look at a variety of associated data items, such as a particular vehicle’s inspection; Violations, Investigations and Scheduling Information and

Tracking System (VISITS); Help Desk; service calls; and audit records. The Agencies can access the Data Warehouse through SMART or through direct Oracle and Open Data Base Connectivity

(ODBC) sessions. At the end of this section we include multiple graphics that illustrate the logical data model.

Redundancies and Backup Systems: Redundancies and backups include:

Database is designed with multiple node clusters, which provides for redundancy in case of a node failure.

Fully redundant data centers with automatic switching if a failure occurs. The primary datacenter is located at the Sungard facility in Marlborough, Massachusetts; the secondary datacenter at the SGS offices in Malta, NY.

Sungard (Primary datacenter) has Internet connections by four separate providers—data is load balanced among the connections. If a link goes down, the data is routed to the available links.

SGS Malta (Secondary datacenter) has Internet connections by two separate providers— data is load balanced between the connections. If a link goes down, the data is routed to the available link.

Redundant MPLS connections between the data centers and ALARS. This includes dedicated Wide Area Network (WAN) connections with endpoints in Marlborough, Malta, and Boston Office of Information Technology (MassIT). The Primary MPLS handles routing for all ALARS connectivity. The secondary MPLS takes over if primary

MPLS has a failure, and handles all ALARS connectivity until the primary line is repaired. MPLS circuits are from separate providers to reduce single points of failure.

Reporting Workspace Using Smart. The SMART-enabled Management Console includes a central web portal, a browser-based report viewer, and a powerful data analysis system, combining the current Management Console that the Agencies already rely on with powerful reporting capabilities. SMART ties in to the Data Warehouse, which can query a variety of

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Technical Response 5-89 April 7, 2016

Program data. Authorized Agency users now have just one site for both management and reporting functions, greatly simplifying administration and data management.

A powerful feature of SMART is the interactive real-time dashboard. Much like dashboards in a car, SMART dashboards present an overview to give program administrators a quick and insightful awareness of current program performance. We will modify our flexible, dashboards for the Agencies, which will look similar to the sample multi-tabbed dashboard shown in Figure

5.5-3, with each tab of the dashboard displaying information for a specific data category.

Figure 5.5-3: Typical SMART Management Console Dashboard View. SGS’s Management Console Offers

Customizable Dashboard to the Agency.

SGS will schedule Joint Application Design (JAD) sessions with the Agencies to discuss the design of a new reporting workspace that will include dashboards covering the desired data categories, including the inspection process, inspection data, maintenance and help desk issue tracking, financial data, and the other stated miscellaneous data categories.

In Section 5.5.9 we further describe the advanced reporting capabilities available to the

Agencies through SMART.

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

Since all inspections are performed online, the Database system must always be available and responsive to communicate with Workstations, ALARS, MassDOT/RMV VISITS, SMART, and

Reporting. In designing our Database system, the SGS IT Operations (IT Ops) and Development

Teams considered the types of transactions that take place (inspections, queries, and data

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Technical Response 5-90 April 7, 2016 management) and the amount of data required (application and communications protocol overhead, inspection data) to right size the Database system and communications links to allow for today’s traffic as well as a 50% increase in years to come. In addition to just handling the data, we focused on providing response times that would keep inspections running efficiently. To keep response times low, we designed the Database system using the distributed transaction model, which uses scalable load sharing among multiple nodes, as previously shown in Figure

5.5-2. Response time is a product of both processing speed and communications links. The SGS

IT Ops team performed data analytics to optimize the Database system and communications links for sub-second response times even during the busiest performance periods. In Figure 5.5-3 we break down the round trip response time.

Figure 5.5-3: Database System Response Time Calculations. The modernized Database system provides the excellent performance. We expect a round trip response time of 2.34 seconds, as illustrated.

Currently SGS provides the Agencies with an average VID response time (the time the request is received by the VID to the moment the response is sent by the VID) of 0.06 second for transactions not requiring ALARS interaction. When we add the response times of the ALARS and round-trip transfer times to RMV, the response time increases to 0.63 second. For the total round-trip response time, we also must add the Workstation processing time and Internet connection between the Workstation and the VID. All total, the current response time for a round-trip transaction is 2.34 seconds. Since the Agencies and Inspectors are accustomed to this type of performance, we designed the new Database system to provide the same response—even with the required video. To accommodate the video, the recommended Station Internet bandwidth is 3 Mbps upload and download. The Multiprotocol Label Switching (MPLS) link increases from T-1 (1.544 Mbps) to 20 Mbps. SGS’s ability to deliver the same excellent response times to Inspectors—even with the addition of video—is one of the strengths of our

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Technical Response 5-91 April 7, 2016 solution. By segregating the video into its own channel, the response times for the Workstation remain low throughout the entirety of the inspection.

To attain the same excellent Database system availability as SGS has provided to the Agencies in recent years (100% in 2014; 99.997% in 2015), SGS modernized the existing architecture, which in itself has a calculated Mean Time Between Failures (MTBF) of 4.6M inspections with a

Mean Time to Repair (MTTR) of 20 minutes. The Database system is designed with multiple node clusters, which provides for redundancy in case of a node failure and enables us to perform maintenance without taking down the VID. In the unlikely event of a fatal Database failure at our primary facility in Marlborough, Massachusetts, all data is automatically routed to our totally-redundant hot-standby Database system in Malta, New York. (Illustrated in Section 5.5.1, Figure

5.5-2.) The inspection traffic is managed by DynECT Managed DNS, the same system that provides traffic management in the existing program.

Continuous data replication between the primary and the secondary Database systems ensures consistency of data, so regardless of which system is operational, inspections continue with the same excellent performance. For details regarding data replication between the databases, see

Section 5.5.5.

In the Commonwealth, inspections can occur at any time, since many fleet inspections are performed off-hours. Other solution providers may require the VID to be offline for maintenance, which could result in inspections being delayed and/or records being lost. One of the strengths of SGS’s solution is that our VID requires no downtime for routine maintenance, thus minimizing the risk of inspection delays and problems. The SGS IT Ops and Development teams upgrade software and applications while the Database is operational and supporting inspections. We also perform batch jobs, backups, and other maintenance activities with the database online, thus inspections can be performed at any time; this minimizes frustration by inspectors and motorists. We do this by using clustered application servers, and providing a hot standby site, including fully redundant applications and database functionality.

The VID availability includes:

Available for Inspections and other Workstation transactions 24 hours per day, 7 days per week including Program Holidays

Available for the Agencies’ staff access 24 hours per day, 7 days per week including

Program Holidays

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Reverting to prior software version within 15 minutes if new revision impacts vital inspection functions

The Agencies and Inspectors may contact the SGS Help Desk with Database questions or problems from 6 a.m. to 8 p.m., Monday – Friday and Saturday 6 a.m. to 5 p.m.(excluding

Program Holidays). We provide an emergency contact to the Agencies for immediate assistance should it be necessary.

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

Data transmission problems can occur for a number of reasons including component failures and loss of connectivity at any point in the system. System components in the Program are database servers, Workstations, ALARS, and communications links. Because of the reliability and redundancy of the SGS Database system, Database issues typically do not contribute to data transmission problems. Transmission problems with Workstations are typically caused by

Station Internet issues, which do not have system wide affects. The more likely culprits of system data transmission problems are the communications links and ALARS. The Agencies are very aware of ALARS issues and are in the process of designing a replacement database, so we do not address ALARS issues in this section. In Figure 5.5-4 we show the data connectivity in the network and describe possible transmission issues and our mitigation strategies following the figure.

Figure 5.5-4: Potential Data Transmission Problems. SGS has experience mitigating these potential problems, and quickly implements recovery measures at the hint of a data transmission issue.

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Technical Response 5-93 April 7, 2016

Communications between the Workstation and Database 5.5.3.1

Potential Problems: Inspection data cannot travel between the Workstation and the VID if the link is down. If the Internet is slow, data transmission can be slow.

SGS solution: We have a five-stage approach to mitigating and resolving Internet issues between the Workstations and the VID: 1) Prior to Workstation installation, SGS specifies to the stations the required bandwidth for their Internet connections. 2) We test connectivity and response times at the time of installation to verify sufficient bandwidth is available to handle expected simultaneous inspections.