DEPARTMENT OF PUBLIC SAFETY OF THE STATE OF TEXAS

SOLICITATION NO.

405-25R0013810

TYPE OF SOLICITATION

NEGOTIATED – REQUEST FOR

OFFERS (RFO)

DATE ISSUED

11/24/2025 OpenText Managed Services

Vendor must submit electronic responses no later than 5:00 P.M. Central Time on 01/12/2026 to the following address or via the DPS Online Bid Room.

DPS_Solicit_Response@dps.texas.gov

Attention: 405-25R0013810

Department of Public Safety (DPS) is not currently accepting any in-person solicitation responses. DPS will only accept electronic responses received by the date and time indicated in the solicitation.

FOR INFORMATION CONTACT:

Kristy Watts, CTCD, CTCD

Contract Administrator

PHONE: (512) 424-2448

EMAIL: Kristy.Watts@dps.texas.gov

RESPONSE (Respondent must fully complete)

DISCOUNT FOR PROMPT PAYMENT: 10 DAYS

20 DAYS

30 DAYS

___ DAYS

NAME AND ADDRESS

OF RESPONDENT:

RESPONSE DATE

EMAIL AND TELEPHONE NO. (Include area code)

SIGNATURE OF AUTHORIZED REPRESENTATIVE*

NAME AND TITLE OF AUTHORIZED REPRESENTATIVE

CERTIFICATION, DISQUALIFICATION, AND REMEDIES

By signing this document, Vendor represents and warrants that all statements, certifications, and information submitted in response to this solicitation, including any solicitation addendum, are true, current, complete, and accurate.

DPS may pursue and enforce any available remedies against Vendor for making false statements, including disqualifying the Vendor’s response, immediately cancelling any Contract awarded to Vendor, or recommending State of Texas debarment.

*FAILURE TO SIGN WILL DEEM THE RESPONSE NON-RESPONSIVE.

TERM, PRICING, AND FUNDING

The contract term commences on the effective date stated in the signing document, or purchase order and expires five years from that effective date.

DPS will not allow changes after Date of Award to terms or pricing during either the initial term of the Contract or any optional renewal period. The continuation of the Contract for any period is subject to the availability of DPS’s funding source for the Contract.

mailto:DPS_Solicit_Response@dps.texas.gov

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TABLE OF CONTENTS

SECTION A—DEFINITIONS

SECTION B—SERVICES AND PRICES

B.1 PRICING REQUIREMENTS

B.2 INVOICE REQUIREMENTS

B.3 PAYMENTS

B.4 MANDATORY PRICING SCHEDULE

SECTION C - STATEMENT OF WORK

C.1 INTRODUCTION

C.2 SCOPE

C.3 PROJECT SCHEDULE AND PLAN

C.4 CHANGES AND ENHANCEMENTS

C.5 TRANSITION

C.6 DPS PERSONNEL

C.7 LIQUIDATED DAMAGES

C.8 HISTORICALLY UNDERUTILIZED BUSINESSES (HUB) PARTICIPATION

C.9 INSURANCE REQUIRED UNDER THE CONTRACT

C.10 CRIMINAL HISTORY BACKGROUND CHECK

C.11 PROJECT MANAGEMENT REQUIREMENTS

C.12 CYBER SECURITY CONTRACT REQUIREMENTS

C.13 INFORMATION TECHNOLOGY STANDARDS AND REQUIREMENTS

C.14 FBI CJIS SECURITY ADDENDUM

SECTION D—INSTRUCTIONS, CONDITIONS, AND NOTICES TO RESPONDENTS

D.1 RESPONSE PREPARATION INSTRUCTIONS

D.2 SOLICITATION ADDENDA

D.3 LATE SUBMISSIONS, CHANGES, AND WITHDRAWALS OF RESPONSES

D.4 RESPONSE ACCEPTANCE PERIOD

D.5 CONTRACT AWARD

D.6 DPS’s RIGHTS

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D.7 RESPONSE SUBMISSION INSTRUCTIONS

D.8 PRESENTATIONS

D.9 DISCUSSION AND CORRESPONDENCE

D.10 SUBMISSIONS SUBJECT TO THE TEXAS PUBLIC INFORMATION ACT

D.11 AGENCY POSTING OF CONTRACTS

D.12 ANTICIPATED SCHEDULE OF EVENTS

SECTION E—EVALUATION CRITERIA

SECTION F—LIST OF EXHIBITS

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SECTION A—DEFINITIONS

The following terms and acronyms used in the Contract have the meanings given in this section unless the context indicates otherwise.

“Business Day” means Monday through Friday except for federal, state, and legal holidays observed by the State of Texas.

“Business Hours” means 8:00 a.m. to 5:00 p.m. Central Time.

“Contract” means this formal, written, and legally enforceable agreement between DPS and Contractor.

“Contractor” means the individual, business entity, or organization awarded the Contract. In the context of submitting a response, “Contractor” also means “Respondent” and “Vendor.”

“Contract Administrator” representative of DPS’s Procurement and Contract Services”

“Contract Monitor (CM)” responsible for the overall management and coordination of the contract after execution.

“Date of Award” means the date the Contract is fully executed.

“Days” means calendar days unless otherwise specified.

“DPS” means the Department of Public Safety of the State of Texas, a state agency in the executive branch created under Tex. Gov’t Code Ch. 411.

“Fiscal Year” means any of the one year periods beginning September 1 and ending August 31 used for annual budgetary purposes by the State of Texas.

“Parties” means Contractor and DPS.

“Project Manager (PM)” responsible for the overall management and coordination of the project(s).

“Respondent” means the individual, business entity, or organization that submits a response in response to this solicitation with intent to contract with DPS.

“Vendor” means the individual, business entity, or organization at any stage in the procurement or contracting process (prior to response, during response, and after contract award).

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SECTION B—SERVICES AND PRICES

B.1 PRICING REQUIREMENTS

B.1.1 Pricing Instructions

A. Respondent must submit proposed pricing on the mandatory pricing schedule that includes all costs, fees, licenses, and all expenses for Contractor’s delivery and performance of the commodities or services requested. The final negotiated, contracted pricing and payment structure will represent Contractor’s sole compensation under the Contract. DPS guarantees no minimum compensation under the Contract.

B. DPS will negotiate pricing prior to award of the Contract if the pricing offered appears that it may not be best value to DPS.

C. Contractor must deliver and provide the commodities and services described in compliance with all requirements of the Contract on a no minimum, as needed, as requested basis. Notwithstanding anything else to the contrary in the Contract, DPS will not make any payments of any amount to Contractor or any other entity or person, and Contractor will not submit any invoices, until Contractor has received approval from DPS’s contract monitor specifically stating that DPS accepts the commodities or services, and Contractor is authorized to submit an invoice. If DPS does not accept the commodities or services, the Contract will involve no payments of any type for any amount.

B.1.2 Financial Rating Report, Financial Resources, and Ability to Perform

A. Respondent must provide evidence of its financial resources and its ability to provide the commodities or perform the services for which Respondent is submitting a response. This includes information Respondent believes is pertinent to demonstrate its financial capability, financial solvency, and capacity to fulfill the requirements of this solicitation.

B. Evidence of financial stability include providing audited financial statements for each of the last two years of Respondent’s operations or, in the alternative, financial statements compiled, reviewed, and attested by an independent certified public accountant or certified public accounting firm. Respondents may submit a copy of its Dun & Bradstreet (D&B) Business Information Report. If a D&B Report is submitted the report must include Respondent’s Viability Score and the Portfolio Comparison Score or similar ratings.

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C. Respondent must provide documentation, and any other financial information reasonably requested by DPS consistent with the services provided by Respondent or otherwise required by the then applicable DPS policies for similar contracts.

D. Selected Contractor must also submit to the Contract Administrator its financial rating information within 120 days after the end of Contractor’s fiscal year.

E. DPS reserves the right to investigate and determine the financial integrity and responsibility of a Respondent and to reject a response on the grounds of Respondent’s lack of financial soundness, or if DPS reasonably concludes, after reviewing the information submitted by Respondent as well as all other relevant information obtained by DPS, that significant issues exist that could jeopardize Respondent’s full and timely performance. DPS also reserves this same right throughout the life of the Contract, including before executing any optional renewal with Contractor.

B.2 INVOICE REQUIREMENTS

A. Invoices are Contractor’s billing for commodities or services rendered. DPS will pay Contractor based on itemized invoices submitted to and approved by DPS. The invoices must be itemized by applicable DPS Division (i.e. DLD, RSD, etc.) and clearly identify the actual commodities and services provided.

B. Contractor’s invoice must include the following: the

Contract/Purchase Order number, the remittance address, and any prompt payment discount offered. Contractor must email the invoice to the contract monitor listed in the Contract and to apinvoices@dps.texas.gov.

The State of Texas will not incur any penalty for late payment if the invoice fails to conform to the requirements of this section or if Contractor did not email the invoice to the appropriate email addresses identified in this section.

B.3 PAYMENTS

A. DPS recommends that Vendor receive payments by electronic funds transfer (EFT), also known as direct deposit. If Vendor elects to be set up for direct deposit payment, Vendor must submit a completed Direct Deposit Authorization Form (74-176).

B. Regardless as to whether Direct Deposit is chosen, Vendor must submit a completed Application for Texas Identification Number (AP-mailto:apinvoices@dps.texas.gov

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152) and Request for Taxpayer Identification Number and Certifications (W-9) Form with its response.

C. If Vendor has previously submitted a completed Direct Deposit Authorization Form and Request for Taxpayer Identification Number and Certifications Form to DPS for another separate contract, Vendor is not required to submit another form.

B.4 MANDATORY PRICING SCHEDULE

Respondent must submit pricing within mandatory pricing schedule Exhibit F.14 replicating, as necessary, in this exact format. DPS reserves the right to increase or decrease user quantities throughout the life of the contract.

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SECTION C - STATEMENT OF WORK

C.1 INTRODUCTION

Driver License Division (DLD) and Regulatory Services Division (RSD) within DPS use OpenText in the Azure government cloud environment to efficiently manage and streamline various business processes, in addition to storing critical digital documents containing Personally Identifiable Information (PII). Stored documents and data are vital to the public safety mission for use in licensing, compliance, enforcement, legal, and criminal functions. The web interface allows accessibility from any workstation within DPS’s domain, and the platform provides easy integration with existing business systems.

The OpenText solution provides an interface for the scanning, processing, analysis, document workflows, and storage of large volumes of documents and images in various formats. Hard copy and electronic documents submitted to DPS, or generated manually during business processes, are digitally imaged, indexed, and stored for retrieval. DPS personnel index documents into the management system manually and via Intelligent Capture, an added feature which processes content from documents to automate classification, categorization, and data entry. The documents are retrievable by a primary key or other searchable field, such as specified metadata. DPS is required to periodically make changes to meet federal and legislative mandates.

The OpenText solution provides front‐end scanning, back‐end scanning, automated workflow processes, and web‐based reports for many DPS programs and services, to include but not limited to:

1. Capitol Access Pass

2. Handgun Licensing

3. Private Security

4. Control Substance Registration

5. Peyote

6. Precursor Chemical and Laboratory Apparatus

7. Vehicle Inspection

8. Driver License System

9. Compassionate Use Program

10. Texas Metals Program

11. Texas On‐Road Vehicle Emissions Testing (TORVET)

12. Ignition Interlock Device

C.2 SCOPE

DPS seeks a Vendor to continue the administration, management, and support, and to perform potential enhancement work of DPS’s OpenText system in a government cloud environment. This includes the potential onboarding of additional Divisions that elect to incorporate OpenText into their business processes. This also includes the ability to establish API(s) /

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Web Services to extract / share data to and from external systems, applications, alternate cloud environments. At the time of posting this solicitation, two Divisions are using OpenText, DLD, and RSD.

C.2.1 Requirements

C.2.1.1 System Requirements

DPS requires the following specifications regardless of any DPS division’s specific additional requirements listed in this solicitation or in any subsequent Contract or Contract amendment:

1. Cloud environment must be Criminal Justice Information System (CJIS) compliant and provide a fully executed CJIS Security Addendum before contract award, reference Exhibit F.8.

2. The system must be compliant with all federal and state laws, including HIPAA compliance, if requested by a participating DPS Division, and provide documentation from accrediting source upon request.

3. The primary user interface will be web‐based.

4. The system must be capable of storing content files in multiple document file types either by the software or the underlying file system, including:

a. Microsoft Office document formats

b. Adobe Acrobat PDF files

c. TIFF image files

d. JPEG image files

e. PNG image files

f. GIS files image files

g. Audio files

h. Video files

i. Text files

j. SQL files

k. CSV files

l. “R” file format

m. Access files (mdb)

n. PYTHON

o. MYSQL

p. ARCGIS

q. Tableau workbooks

r. DWG and other CAD files

5. The system must be capable of ingesting and indexing files from other DPS systems.

6. The system must allow a standard file naming convention as determined by the participating Division that assigns a unique identifier for all documents.

7. The system and Vendor must comply with antivirus definitions and policies as defined in Exhibit F.9, IT Standards and Requirements.

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8. The system must have high availability and seamless URL failover per Exhibit F.9, IT Standards and Requirements.

9. The system must be capable of Optical Character Recognition (OCR) or other technology to establish file metadata to provide efficient processing, searching, editing, deletion, dissemination, and retrieval of documents.

10. The system must allow searching by metadata and full text of content contained in the files.

11. The system must identify orphaned document submissions at the file level and route them to an exceptions folder, initiating exception workflow tasks.

12. The system must maintain audit tracking of all access and changes made by end‐users.

13. The system must preserve the original document(s) and maintain version control for changes made throughout processing.

14. The system must allow the configuration of document version control on a per‐file or per‐folder basis for those situations where version control is not required.

15. The system must contain editing features such as:

a. Addition or deletion of annotations within files,

b. Visual enhancement for readability,

c. Redaction of original information contained on the document,

d. Highlighting.

16. The system must be capable of the following file management features:

a. Convert the original file type into another format,

b. Deletion, expunction, copy, paste, move,

c. Restore documents deleted in error,

d. Create new folders,

e. Identify duplicate files for review and combine the files under the most recent record if required,

f. Provide recourse on smudged, blurred, and improper orientation during the scanning process.

17. The system must be compatible with industry-standard scanning hardware and software and be scalable to future technologies.

18. The system must be compatible with various operating systems, web browsers, and other technology characteristics as detailed in Exhibit F.9 IT Standards and Requirements.

19. The system must accept emails containing attachments and have the capability to process those attachments in accordance with Exhibit F.15, Workflow Diagrams.

20. The system must allow content extraction that may trigger specified application functions, auto-populate indexed fields, and metadata, and categorize documents that are scanned in batch.

21. The system must provide an export function in which a single document or a collection of documents are selected and extracted, preserving metadata content.

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22. The system must be capable of routing documents directly or via workflow processes to identified repositories.

23. The system must provide Division administrators the capability to add, change, delete, and define user roles and permission levels. DPS prefers SAML integration and will make this available to the Contractor.

24. The system must allow the creation and implementation of record retention policies.

25. The system must interoperate with existing agency applications and systems using common interface protocols such as SOAP/XML and RESTful web services.

26. System and cloud environments must be scalable to accommodate a multitude of new or modified documents and transactions without compromising performance.

27. Per Exhibit F.9, IT Standards and Requirements, the system must work cohesively in a Windows domain environment with strict security policies in place and with the ability to upgrade to new versions of the Windows operating system.

28. The system must be capable of limiting permissions to an individual file, as well as folder or directory level.

29. The system must allow a search using single or multiple field names.

30. The system must allow links to file locations from internal DPS applications.

31. The system must allow the capability to place and remove legal or destruction holds on records.

32. The system must allow the ability to access records through a public web URL without the need for a login id and password contingent on security permissions for viewing access.

33. The system must provide a management tool to allow for the compilation and delivery of records to external entities with secured (non‐public) access, including an audit utility to track when external users have accessed records.

34. The system must be capable of supporting a mass migration of data in or out of the cloud storage.

35. The database must be structured in a manner that is compatible with industry standards. The User Interface (UI) must be separate from the database in such a manner so that when a new UI is created in the future it can easily function with the existing data.

36. The front‐end and back‐end of the content management system must be independent for end-of-contract transition.

37. Complete ownership of records is maintained by DPS through the use and any future decommission of product.

38. The system must be able to export contained data to external applications or alternate cloud environment through API(s), Web Services, or other mechanisms while maintaining data integrity and metadata.

C.2.1.2 Contractor Requirements

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1. The Contractor must provide a dedicated project team and resources for each participating Division.

2. The Contractor and DPS QA and User Acceptance staff must verify the system and code changes as described in Exhibit F.9, IT Standards and Requirements.

3. The Contractor must provide User Acceptance Testing (UAT) support for testing performed by DPS personnel. This includes developing clearly written acceptance criteria and detailed steps to take in proving each criterion.

4. The Contractor must supply the following environments, at a minimum:

a. Test—where DPS Division employees can train in the use of the system, test and verify code changes in advance of a deployment, and;

b. Production – where the system is live and operational.

5. The Contractor must supply the necessary tools and scripts to migrate select data from Production to any non‐production environment (metadata and content files).

6. The Contractor must administer and maintain all facets of the technology, hosting, data, networking, workflows, and applications in the OpenText solution.

7. The Contractor must be capable of providing recommendations on compatible scanning hardware and software with form-processing capabilities.

8. The Contractor must provide a configurable performance dashboard with comprehensive metrics with the ability to separate by Division, intake area, and workflow.

9. The Contractor response must state the limitations of the system. For example, the number of concurrent users, licenses, file sizes, storage sizes, and bandwidth.

10. The Contractor must support the existing workflow processes and future enhancements to those workflow processes.

11. The Contractor must support the creation of web services within the system both during and after initial system deployment to support integration with DPS systems as new ones are brought online or as needs change.

12. The Contractor must support creation and modification of workflow processes, either by Agency staff or through a request to the Vendor.

13. The Contractor must design, support, and perform mass migrations of data, in or out of the cloud storage, as required.

C.2.2 Profiles by Division

C.2.2.1 Driver License Division DLD’s primary responsibility is to provide valid identification and driving privilege credentials to Texas residents. Through the processes involved in

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The Driver License System (DLS) is the system of record for all Texas DL and ID holders, as well as unlicensed persons requiring the creation of a record. It contains more than 36 million unique person records. Each record has a history of portrait and signature images and scanned copies of identity, citizenship, and residency documents. In addition to the capture of documents for new and existing person records, DLD has an archive of documents going back more than 80 years in the current storage system and in microfilm and microfiche. The microfilm and microfiche documents are in the process of being converted to a digital format. DLD estimates current storage needs of more than 600 GB of metadata and more than 70 TB of documents with year-over-year increases of approximately 1 TB.

The documents stored in OpenText are accessed for various reasons through the user interface or via the DLS user interface through a web service. There are approximately 500 employees who regularly use the OpenText user interface to access or upload customer documents at any given time. Another 2800 employees across the state may access documents via the DLS web service throughout the day. DLD anticipates an increase in customer records and an increase in employees will occur throughout the life of this contract. OpenText, along with Dynamsoft service, provides seamless integration of the document capture process within the DLS.

Dynamsoft pulls customer information from the DLS within the web browser and communicates with attached scanners to scan and upload the document(s) to the customer record in OpenText. The DLS user interface displays all documents in OpenText that are associated with the customer’s record. This is done using a system account. Reference, Exhibit F.15, Workflow Diagrams, Document Flow (high level) - Driver License System. The DLS also generates communication and other documents in PDF format that are uploaded systematically to the customer record in OpenText through a web service. Finally, a bulk upload workflow provides easy bulk filing of numerous customer records for DLD users. Reference, Exhibit F.15, Workflow Diagrams, OpenText Bulk Upload (high-level) workflow.

DLD has projects scheduled to incorporate more automated workflows that will allow customers to upload documents via a web portal or other interface to initiate certain processes such as for minors to submit their driver education and skills test results online or out-of-state Texas residents that require renewal or modification to their record to submit their documents online.

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C.2.2.2 Regulatory Services Division

RSD’s primary responsibility is to provide continued personal and financial protection to the citizens of Texas through education and enforcement services that are administered to regulated individuals and businesses. Through the processes involved in issuing credentials, evaluation of applicable licensure and training, and receipt of court documents, the Division has a massive accumulation of digital documentation.

RSD issues licenses or certifications to both business and individuals. The document management system holds documents related to licensing and enforcement activities for more than 1.5 million active LTC holders, 153,000 Private Security Individual License holders and 6,500 business license holders, 48,000 vehicle inspectors, and 12,500 vehicle inspection stations, in addition to records for Metal Recycling Entities, Ignition Interlock device installers, and Compassionate Use Program licensees.

Many of the documents for RSD contain PII or information covered by CJIS standards.

There are approximately 150 RSD employees who use OpenText to access or upload customer documents at any given time. RSD anticipates that with an increase in person records, an increase of employees will occur throughout the life of this contract. We also anticipate that this solution may be used as we develop or update licensing applications for real‐time storage and access from within an application.

RSD uses an application built into our website for licensees and applicants to upload documents, which are then directly input into workflows in the current document management solution. Documents are also uploaded via a custom application during the licensing process.

The application pulls customer information from the Driver License System within the web browser and communicates with attached scanners to scan and upload the document to the document archive.

RSD estimates current storage needs of more than 100GB of metadata and more than 10TB of documents and increases as required. With the continued use of OpenText, RSD seeks to improve the identification of document types and purposes and to reflect that metadata.

RSD has projects scheduled to incorporate more automated workflows that will allow customers to upload documents via a web portal or other interface to initiate certain processes such as for out‐of‐state Texas residents that require renewal or modification to their record or to initiate lawful presence verification with required documentation.

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C.2.2.3 Criminal Investigations Division

The Criminal Investigations Division (CID) serves as the investigative branch of the Department of Public Safety (DPS), specializing in organized criminal investigations. CID targets transnational gangs, drug trafficking organizations, violent statewide gangs, robbery crews, human traffickers, and other organized criminal enterprises. Additionally, CID plays a critical role in DPS’s response to life-threatening incidents, including crisis calls, active shooter situations, threats to schools and law enforcement, the use of weapons of mass destruction, and acts of domestic and international terrorism.

To support investigative efforts, CID and other DPS law enforcement divisions utilize the Texas DPS Unified Reporting System, an Enterprise Case Management system managed by Kaseware. This system serves as the primary repository for all case management data related to investigations conducted by CID, the Texas Highway Patrol, the Texas Rangers, and the Regulatory Services Division. It also includes specialized modules for the Intelligence & Counterterrorism Division and Victim & Employee Support Services, allowing them to track and manage their work within the platform.

Currently, there are approximately 4,500 active Kaseware users statewide. Investigative records created within Kaseware often include multiple attachments, such as search warrants, witness statements, evidence photographs, crime scene images, and other relevant documentation. These records are accessible only within the Kaseware application, with limited mobile access. As a cloud-based system, Kaseware operates on a secure government cloud infrastructure managed through Microsoft Azure.

Approximately 90% of data from the State Police Unified Reporting System (SPURS) has been migrated to Kaseware, though some remnants remain stored on local servers managed by DPS IT. As CID continues to expand its investigative operations, the demand for data storage is expected to grow significantly. This increasing volume of data has prompted an evaluation of alternative solutions, such transitioning to the use of OpenText as an Enterprise Content Management system, for more efficient attachment storage and management.

C.2.2.4 Crime Records Division

The Crime Records Division (CRD) acts as the Texas State Control Terminal for eight state and national criminal justice programs and is responsible for the administration of these programs, providing critical operational data to law enforcement and criminal justice agencies in Texas and nationwide. CRD is comprised of the Crime Records Services, the Criminal Justice Information Service (CJIS) Security Office, and the Texas Law Enforcement Support Office (LESO) program. CRD supports law enforcement agencies and the people of Texas by providing accurate, Page 16 of 41 Template Approved 5/26/2022 timely, and responsive information including biometric identification, access to criminal justice information, as well as technical assistance for CRD programs. The Division’s mission is defined by its commitment to public safety and service.

DPS has the responsibility to provide local and state law enforcement and criminal justice agencies with around-the-clock access to several different mission-critical law enforcement and criminal justice information systems. The Crime Records Services is comprised of various programs that collect information submitted by local criminal justice agencies throughout the state. Submitted information is compiled into statewide databases or systems and forwarded to national criminal justice databases at the Federal Bureau of Investigation (FBI). DPS also serves as the clearinghouse for all non-criminal justice (applicant) fingerprints.

As CRD continues to expand its operations, the demand for data storage is expected to grow significantly. This increasing volume of data has prompted an evaluation of alternative solutions, such as transitioning to the use of OpenText as an Enterprise Content Management system, for more efficient attachment storage and management. Needs exist for both internal and external stakeholder document collaboration, workflow development, and notification processes. CRD also envisions dashboard functionality that can track data across different program areas to conduct compliance checks and track training requirements.

C.2.2.5 Finance Division

The Finance Division supports all other divisions and programs in the agency and has 159 FTEs and nine sections. Most Finance sections have gone paperless and store their documents in various systems. Central Cash Receiving (CCR) is one of the sections with both paper and scanned files and could use the content management system. CCR receives various payment remittance checks and cash from Texas citizens. They process approximately 200,000 items per year. Approximately 52% of revenue items are processed through the automated process that scans payment checks, forms, and correspondence. These records are stored in the Fairfax system. Additionally, the Grants team must maintain certain records for up to 10 years. There are currently hard copies of older records that could be scanned and maintained in the OpenText ECM.

C.2.2.6 Office of General Counsel (OGC)

The Office of General Counsel (OGC) provides comprehensive legal services and support to the entire agency and the Public Safety Commission. OGC has 98.5 FTEs statewide. OGC is primarily paperless and stores documents in various systems. Needs exist for internal document collaboration, workflow development, and internal tracking processes.

The Administrative License Revocation (ALR) program under OGC has over 40 attorneys who are responsible for conducting approximately 35,000

Page 17 of 41 Template Approved 5/26/2022 administrative driver license revocation hearings per year before the State Office of Administrative Hearings (SOAH). The ALR program needs a case file management system to streamline its operations and enhance efficiency. ALR utilizes electronic files. Each case involves multiple documents, including police DWI reports, driver's license records, correspondence with courts and opposing parties, and appeal documents.

The case files are stored on a shared drive. With lawyers stationed throughout the state this results in challenges related to accessibility and organization and inconsistencies and difficulties with retrieval. There is also a need for an automated process to purge files following the expiration of the required records retention period. A well-designed case file management program, such as OpenText, would enhance workflow by ensuring consistency in each case file, automating notifications, tracking case progress, and facilitating secure information sharing.

The attorneys in the Office of Regulatory Counsel under OGC are responsible for representing the department in administrative hearings before both SOAH and various courts throughout the state. The caseload stems from the licensing and enforcement activities performed by the Regulatory Services Division (RSD). Each case involves multiple documents, including records from RSD, correspondence with courts and opposing parties, and appeal documents.

C.2.2.7 Infrastructure Operations Division – Human Resource Operations

Human Resource Operations (HRO)’s primary responsibility is recruiting and promoting a competent, diverse, and character-driven workforce.

HRO fulfills its obligations through vital services offered by its six units:

Benefits and Compliance, Centralized Accounting and Payroll/Personnel System Human Resources (CAPPS HR), Employment Background Investigative Team, HR Service Teams, Law Enforcement Promotions (LEPS), and Special Programs.

HRO maintains personnel information on all active employees, as well as all separated employees for five years following their termination. As of Fiscal Year 2025, DPS has 10,678 authorized full-time employees. HRO retains approximately 1,500 physical and 3,600 electronic files for separated employees, per record retention guidelines. Most HRO documents contain information covered by CJIS or HIPAA standards.

While HRO manages both electronic and physical documents, physical records limit available office space and hinder staff response times. HRO may access physical or electronic documents for promotion eligibility verification, employment verification requests, public information requests, to add documents to an employee’s record, or to purge records upon completion of record retention requirements. At this time, HRO performs each process manually. Current HRO systems are incapable of interfacing with document information.

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HRO uses approximately 700 GB of storage. As DPS hires additional personnel, HRO utilizes additional storage as required.

C.2.3 Training Requirements

1. Training sessions, as required for on-boarding of Divisions, must be designed to meet the needs of various user groups as determined by

DPS.

2. Training materials must be made specific to user roles.

3. Training materials must include online, vendor-updated user guides, and videos.

C.2.4 Division Reports Contractor must provide the following reports, provided in electronic format, via email to the identified divisions contract monitor.

1. Monthly System Modification Report by division for all system activities.

2. Monthly Digitized Records Report to include the number of new and deleted records and storage space consumed.

3. Daily and monthly summary Exceptions Report to include the number of orphaned records.

4. Monthly Maintenance Report to include scheduled and unscheduled downtime, hardware and software upgrades, administrative tool updates, operating system upgrades, and network schema diagram.

5. Monthly Incident Ticket Summary Report to include reporting entity, resolution activities, time to resolution, root cause analysis of the issue, and mitigation plan to ensure the issue does not reoccur.

6. Monthly Training Provided Summary to include personnel trained, hours of instruction received, a summary of curriculum presented, and identified purpose of training.

7. Quarterly Business Review Meeting documentation (meeting summary) provided to each Division within 1 business day of the meeting.

8. On-demand Audit Trail Logs to include Chain Of Command (COC) report for all changes, as well as system security logs as defined in Exhibit F.7, Cyber Security Contract Requirements as applicable to this contract, as requested for any time period.

9. Monthly Documents Processed Report, identifying how many documents were received and fully processed through OpenText per Division.

10. Ad hoc reports on all stored data files, metadata, workflow logic, and time in workflow.

11. Daily report of Web Process summary that details applications received, applications checkout, and applications pending issues per employee.

C.2.5 System Support

Page 19 of 41 Template Approved 5/26/2022

Vendor must provide support in the following processes. All incidents must be reported to the DPS Service Desk at 512‐424‐5432. It will be up to the DPS Service Desk to determine if the incident is addressed by DPS Support or escalated to the Contractor for support. In addition to the requirements outlined in Exhibit F.9 IT Standards and Requirements, the vendor accepts the following processes:

1. Tier 1

a. DPS users will call the DPS Service Desk when encountering an issue with OpenText. The DPS Service Desk will open a ticket, provide Tier 1 support, update the ticket with the resolution, close the ticket, and contact the user regarding the resolution.

2. Tier 2 and Up

a. In the event the DPS Service Desk determines the issue will be escalated, an automated email will be sent to the contractor. The email will contain detailed information, allowing the contractor to provide a resolution.

3. Outages

a. The Contractor will notify the DPS Service Desk, Contract Manager, and Division Points of Contact of any outages, planned or unplanned.

b. The Contractor will follow the DPS Change Control Board process documented in the IT Standards and Requirements exhibit for all planned maintenance activities.

C.2.6 Operational Support Vendor must provide support to Divisions in day‐to‐day operations, processing, storage, retrieval, and routing of DPS documents. Operational support may occur during DPS Business Hours and, when scheduled, after hours including weekends and holidays, and includes the following:

1. Contractor personnel must be trained in the duties required for operational support of OpenText.

2. Ensure documents have been properly indexed/tagged.

3. Ensure documents are routed properly based on indexed data.

4. Provide documented, repeatable workflow process training that reduces the learning curve for new and current employees.

5. Provide workflow process or technology enhancement improvement suggestions to increase the overall efficiency and cost‐effectiveness of the solution.

6. Provide real-time volume statistics to assist Division management in making spontaneous resource allocation decisions.

7. Assist in reducing and eliminating orphaned documents that are received but never complete the workflow.

8. Provide assistance in migrating documents into the system regardless of source.

9. Assist in user training by providing “train‐the‐trainer” services.

Page 20 of 41 Template Approved 5/26/2022

C.2.7 Service Level Agreement (SLA)

In addition to details and definitions outlined in Exhibit F.9 IT Standards and Requirements, Section 1.4, Basic Service Level Standards, the Vendor must follow the following SLA:

1. In the event of Level 1 Severity, Outage, or Level 2 Severity, Critical:

a. Contractor Responsibility ‐ Must respond to DPS notification or notify DPS within one hour, fix must be delivered within 24 hours.

b. DPS Responsibility ‐ The DPS Division CM or POC must be available during the 24-hour fix period. The DPS Division CM or POC must include in the ticket, described in Section C.2.5, System Support a work phone number, cell phone number, or other contact method.

The contractor may require the DPS Division CM or POC to participate in a phone bridge or other collaborative vehicle to achieve resolution.

c. DPS and Contractor Responsibility ‐ Upon the Contractor’s submission of a reported fix, the DPS Division CM or POC must accept (close) or reject the reported solution within eight hours of formal notification through the bug tracking system, currently Cherwell.

Failure to respond to the resolution verification request within the eight‐hour window will automatically close the ticket. DPS may opt to extend the 24‐hour fix period, before or after the ticket is closed.

2. In the event of a Level 3, Urgent, or Level 4, Important:

a. Contractor Responsibility ‐ Must respond to DPS notification or notify

DPS within eight hours, fix must be delivered within five days.

b. DPS Responsibility ‐ The DPS Division CM or POC must be available during the fix period. The DPS Division CM or POC must include in the ticket, described in Section C.2.5, System Support, a work phone number, cell phone number, or other contact method. The contractor may require the DPS Division CM or POC to participate in a phone bridge or other collaborative vehicle to achieve resolution.

c. DPS and Contractor Responsibility ‐ Upon the Contractor’s submission of a reported fix, the DPS Division CM or POC must accept (close) or reject the reported solution within three days of formal notification through the bug tracking system. Failure to respond to the resolution verification request within the three-day window will automatically close the ticket. DPS may opt to extend the three-day fix period, before or after the ticket is closed.

3. In the event of a Severity Level 5, Monitor or Level 6, Informational:

a. Contractor Responsibility‐ Must respond to DPS notification or notify

DPS within 24 hours, fix delivered based on prioritization of planned releases. The contractor’s PM may require the DPS Division CM or POC and relevant DPS personnel to participate in a phone bridge or other collaborative vehicle to achieve resolution.

b. DPS and Contractor Responsibility ‐ Upon the Contractor's submission of a reported fix, the DPS submitting party must accept (close) or reject the reported solution within five days of formal

Page 21 of 41 Template Approved 5/26/2022 notification through the bug tracking system. Failure to respond to the resolution verification request within the five‐day window will automatically close the ticket. DPS may opt to extend the five‐day fix period, before or after the ticket is closed.

C.3 PROJECT SCHEDULE AND PLAN

Respondent must include in its response a draft project plan detailing how Respondent will provide or implement the requirements of this solicitation. The draft project plan must detail how the Respondent would address the following phases:

1. A description of the project organization;

2. A breakdown and detailed description of the deliverables;

3. Expected dependencies, caveats, or risks that exist within the project plan and schedule;

2. A schedule and work plan for the deliverables of the project;

3. A Gantt chart or other illustration showing a high-level timeline for the project, including task start and end dates and dependencies;

4. Delegation of duties to each party for each of the tasks;

5. Information regarding maintenance and support, along with standard project management components such as a risk management plan and a change management plan;

6. Tasks required for the migration of all DPS data;

7. The methodology Respondent will employ to ensure the schedule is met; and

8. Provision or implementation of goods or services by the required dates, and subsequently provide support of these goods or services.

C.4 CHANGES AND ENHANCEMENTS

1. Enhancements are performed by Contractor outside of the scope of preventive, and/or remedial maintenance. Potential future enhancements cannot be defined at the time of solicitation. Reasons for enhancements could fall under onboarding of participating Divisions, updated legislative requirements, results of audits requiring modifications to the system, or overall best business practices such as modernization efforts to the System to benefit the end-user experience.

2. DPS reserves the right to increase the number of licenses utilized for System and Operational support as needed.

3. At DPS’ sole discretion, DPS may require enhancement services which will be mutually agreed upon in writing before services are rendered. Where appropriate, change orders may include specific deliverables, schedules, payment milestones, and liquidated damages.

4. Enhancement services requested by DPS which are expected to require less than eight development hours will be performed at no additional cost to DPS.

5. Enhancement services that are estimated to exceed eight hours will be governed by the issuance of a task-specific Change Order Request Form, Exhibit F.4 (CORF), using

Page 22 of 41 Template Approved 5/26/2022 the rates in the hourly rate pricing for future enhancement services (fixed hourly rate) in the mandatory pricing schedule (Exhibit F.14). DPS will initiate this process by providing Contractor with a written scope statement of the requested change(s) for Contractor to work with DPS to draft a CORF using the DPS approved and incorporated CORF (Exhibit F.4). Once DPS and Contractor have determined and agreed to all deliverables and schedule for completion to include DPS’s testing and acceptance and updated the CORF accordingly, DPS will issue a Purchase Order Change Notice (POCN). All changes require approval of DPS and execution of a POCN before commencement of work. DPS and the Contractor will complete the work described in the CORF. Upon completion of outlined deliverables, DPS will review to validate successful completion and issue a Change Order Acceptance Form (see Exhibit F.5).

6. The enhancement will undergo a stabilization and acceptance period. This stabilization period will not start until the enhancement is in production. The stabilization period will consist of 30 business days of production operations with 30 consecutive days error-free.

7. Contractor must follow the requirements in the DPS IT Standards and Requirements Exhibit F.9 and the DPS Cyber Security Requirements Exhibit F.7 specific to the DPS Change Control Process.

8. Contractor must provide a monthly status report during the life of a change order.

The monthly status report must include details about completed tasks, pending tasks, non-started tasks, and any risks or issues related to the change order. The report is due by the fifth business day of the month for the prior month and must be submitted to the DPS CM and the DPS PM designated in the CORF.

9. Contractor must provide test plan, test results, training plan, training, business process documentation, System documentation, and other documentation mutually agreed upon by the Contractor and DPS for each change order requested within 15 business days of DPS's final acceptance of the change order.

10. Contractor must provide relevant training as requested by DPS, including training manuals if required by DPS, for the functionality changes to the System.

11. Contractor must provide maintenance and support of the changes under each CORF at no additional cost to DPS throughout the life of the Contract.

C.5 TRANSITION

In the event that DPS awards a subsequent competitive solicitation to a new contractor or if DPS decides to perform the work itself, Contractor must work with DPS and any new contractor to smoothly and seamlessly transition the contract. Contractor will develop a transition plan upon request by DPS. DPS must approve the transition plan before implementation. DPS will not release the final invoice until Contractor returns all work to

DPS.

Work performed by Contractor to support transitioning to a new Contractor or DPS, includes network configuration, implementation of security protocols to protect data in transition, updating relative system documentation, database schemas, data dictionary, metadata, automated workflows, and user roles. This is not a comprehensive list of

Page 23 of 41 Template Approved 5/26/2022 expected work. Contractor’s detailed work is determined by the needs of DPS to continue operational standards for the system.

C.6 DPS PERSONNEL

C.6.1 DPS’s Contract Administrator A. The Contract Administrator for administration of the Contract is Toribio Solis.

B. The telephone number for the Contract Administrator is 512-424-2968.

C. The email address is Toribio.Solis@dps.texas.gov.

The Contract Administrator is the representative of DPS’s Procurement and Contract Services responsible for the general administration of the Contract, negotiation of any changes, and issuance of written amendments to the Contract.

If DPS and Contractor agree to amend the Contract, DPS will issue a written amendment signed by authorized signatories of the Parties.

C.6.2 DPS’s Contract Monitor

A. The contract monitor for the contract is Amy…