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July 2014 1 DMV Case Study Purpose of this Assignment (The information below is excerpted from the Virginia Department of Motor Vehicles’ RFP 154:7-061, DMV CSI Systems Redesign Project, available from under Content>Course Resources>DMV_CSI_RFP_083107_Final_Release. Corresponding page numbers from the RFP are given in parentheses at the end of each lettered section heading.) A. DMV Organizational Overview (p. 2) The Department of Motor Vehicles (DMV) is a governmental agency in the Executive Branch of Virginia state government. Under the direction of the Secretary of Transportation, DMV administers motor vehicle and tax related laws for the continued benefit of all citizens of the Commonwealth of Virginia. Specifically, DMV administers motor vehicle titling and licensing laws, driver’s licensing laws, transportation safety laws, tax laws, and other motor vehicle- related laws and regulations as directed by the Code of Virginia and Federal laws, as amended. DMV employs nearly 2000 full and part-time employees to meet its daily mission of providing transportation services to customers in Virginia. These employees provide services via one centralized administrative Headquarters located in Richmond, Virginia as well as 74 Customer Service Centers (CSC’s) and 13 Motor Carrier Service Centers/Weigh Stations (MCSC’s) dispersed throughout the state. In addition, some services are provided at more than 40 DMV Select offices located throughout the state. DMV Selects are a service alternative to visiting a full-service DMV Customer Service Center. Local governments and private entities contract with DMV to provide secure, select DMV transactions at convenient locations. DMV provides a multitude of services to private citizens, transportation entities, courts, law enforcement agencies, government agencies, insurance companies, and related transportation clients. The most commonly provided DMV services include:  Credentialing – This includes the provision of driver testing and licensing, vehicle titling and registration, credentialing of commercial motor carriers, and regulatory licensing functions such as fuel distributors, rental car companies, dealers, commercial driver training schools, driver improvement clinics, and 3rd party testers.  Tax processing – This includes support for the calculation, collection, accounting, and reporting statistics for all tax filings (including IFTA, tax on fuel, and tax on motor vehicle rentals) as well as support for an external/taxpayer audit function.  Oversight of related programs such as transportation safety and information management Due to the nature of DMV business processes, the type of work performed by the agency requires substantial use of automated systems. It is imperative that the agency operate its programs and facilities in an efficient manner, incorporating into its operation those July 2014 2 technological developments and automated solutions that will enhance the delivery of services to DMV's various transportation clients. B. The Opportunity (p. 1, pp. 2-3) DMV has decided to undertake a systems redesign they are calling CSI:  Customer-centric  Service Oriented  State-of-the-art  Secure  Intelligent  …..CSI The DMV CSI Systems Redesign project focuses on the fragmented processing of DMV’s core business areas of credentialing, tax processing, and financial management. The purpose of the CSI effort is to transform these fragmented and outdated systems into one modernized system that is responsive to the ever-changing needs relating to internal security, homeland security, legislative mandates, and customer relationship management. As we move forward with this endeavor, DMV has a unique opportunity to revolutionize the agency’s approach to fulfilling its mission, carrying out core functions, and delivering service. DMV intends to fully integrate processing while incorporating and leveraging the full functionality and benefits of proposed technology solutions as well as the technology already in place. The scope of the DMV CSI Systems Redesign project is based on utilizing a fully integrated system to serve and manage our customers, our contractual business partners, and our stakeholders. The scope includes, but is not limited to credentialing, tax processing, and financial management. The CSI Redesign consists of the following components:  User interfaces for Headquarters, Weigh Station, and Customer Service Center staff, DMV Selects, Internet, Touchtone, cyber sites, and selected business partners (online dealers, Commissioners of the Revenue, insurance companies, motor carrier companies, etc.)  Core business services  Infrastructure services to manage access rights, perform audit and system logging functions, a business rules engine, a message broker to facilitate communication between components and with external system interfaces, transaction suspense capability, and a correspondence module.  Data stores, business intelligence to provide regular and ad hoc management reports, audit reports and fraud alerts, and other applications, and  Interfaces to other systems, such as DMV’s Purchasing, Inventory, and Payables System (PIPS), Department of Accounts (DOA), Treasury, Unified Carrier July 2014 3 Register (UCR) repository, Centralized Accident Processing System (CAP), Traffic Records Electronic Data System (TREDS) which will replace CAP, Hauling Permits, Virginia Criminal Information Network (VCIN), DMV’s Human Resource system, etc. C. The Current Environment (pp. 6-7) 1. Overview of Existing Customer Service Center (CSC) Environment Each CSC has the capability to house its own hardware and software supporting the citizens of the Commonwealth utilizing server virtualization and operating system streaming to reduce the support costs associated with distributed systems. The main technologies utilized are based on Ardence Desktop Edition (www.ardence.com) to stream the Windows operating system to the desktops. VMWare ESX server is utilized to host virtual Windows 2003 based servers. DMV CSCs are connected to the DMV HQ via T1 speed circuits. The HQ WAN connections are enhanced by the use of F5 WANjet appliances. DMV CSC’s also have frame relay circuits connecting them to the Virginia Information Technologies Agency (VITA) data center for SNA Mainframe traffic only. All servers in each branch must support being virtual servers. This allows DMV to centrally manage and deploy servers without having to procure or replace server hardware as systems are introduced, upgraded, or replaced. Servers can be deployed from the central DMV support system utilizing the existing DMV Virtual Server Farm. DMV has a pair of HP Proliant DL360s fiber connected to an HP MSA1000 SAN for Virtual Machines. All connections to the SAN are through the DL360s and Virtual Servers. The current storage capacity of the MSA1000 is approx 1TB of storage. Disk space can be provided via Windows 2003 Virtual Servers. All workstations have the operating system streamed (OSS) via Ardence Desktop Edition. This allows DMV to centrally manage and update one system image for all machines at the DMV CSCs. The internal hard disk on each workstation has been deactivated as the operating system is streamed but can be enabled if necessary. Also, Ardence Desktop Edition provides a full Windows XP Pro Operating system, not an XP embedded or thin client OS. This allows any device with the proper drivers installed in the master image to work on the DMV OSS Workstations. DMV has deployed HP dc7600 slim line PC’s for the OSS Workstations. User authentication, authorization, file and print, and group policies are provided locally at each CSC via Virtual Windows 2003 Servers. Each CSC presently has its own software to support the citizens of the Commonwealth for driver licensing and vehicle registration utilizing CSCNet (Customer Service Center Network) written in the Software AG language Natural, in a Unix environment. http://www.ardence.com/ July 2014 4 2. Overview of Existing DMV HQ Computing Environment At its Headquarters location, DMV operates a Novell v6.5 LAN. Customer Service Center PC’s connect to the HQ LAN via the WAN. DMV PC’s operate in either a Windows 2000 or XP Pro SP2 environment. Novell GroupWise v7.x is used for e-mail. Netware for SAA is used for 3270 emulation with the use of Powerterm to access CSS. 3. Overview of Existing Citizen Services System (CSS) The CSS System is a mainframe application system running in the OS/390 environment at VITA. DMV’s application programs are built using the Software AG products ADABAS, Natural, and COMPLETE. CSS is DMV’s primary information system that is used for storing information on customers, their addresses, their driver history, vehicle registration and titling information, etc. This system is accessed from the CSCs via a private Frame-Relay network, and from the DMV Headquarters location via a private DS3 serial connection. CSS is also accessible via the EAI layer described below via XML web services. 4. Overview of Current DMV Enterprise Application Infrastructure (EAI) DMV’s current EAI is a service-based architecture utilizing a variety of techniques. The preferred mechanism to interact to DMV’s EAI is via web services. DMV provides high- availability services to the mainframe, databases, and a variety of other DMV systems. Presently DMV utilizes Windows based servers as Presentation, Business Logic, and Data Access servers. DMV Servers are secured based on current industry standards provided by the NSA, SANS Institute, etc, as well as those published by VITA. Servers are designed with standardization across all machines. DMV utilizes both physical and virtual servers (VMWare ESX Server) based on need and activity. Document and image management, storage, retrieval, and workflow services are provided by Hyland Systems OnBase application. DMV’s present enterprise database platform consists of a high-availability Oracle 10g RAC 2 node cluster and a SQL Server 2005 failover cluster both utilizing fibre channel storage. The DMV Enterprise Application Infrastructure (DMV-EAI) is designed with security and standardization as the core set of principles required to provide maximum uptime to applications and customers. July 2014 5 DMV’s present development environment for enterprise applications is based on the Microsoft .NET development platform (VB.NET and C#). 5. Overview of Other Outlets DMV has several outlets that utilize a combination of technologies defined above. These outlets and systems provide core services to internal and external customers of DMV. They are highlighted below and are not all-inclusive of all outlets, yet provide the necessary sampling of technology implementation for reference purposes: DMV Select: DMV Select allows selected business partners to provide core DMV services to the citizens of the Commonwealth. They utilize a smart client application to perform vehicle related transaction processing. Select offices utilize the public Internet over a secure channel to access the core services available on CSS. The access is provided by the EAI listed above to interact with CSS. MCSC (Motor Carrier Service Center): The MCSC offices utilize a variety of applications to perform their daily activities. They have access to CSCNet as well as several intranet applications that interact with CSS via the EAI listed above. They utilize a combination of smart client, intranet web applications and Powerterm to access CSS via a 3270 client. 3rd Party Systems: DMV has several 3rd Party hosted systems that support various business functions. Examples include ACS, Digimarc, etc. These systems utilize various technology sets and platforms that interact with the core platforms identified above. D. CSI Redesign Objectives (pp. 8-9) 1. Providing improved access to information through single sign-on and limiting access to data, fields and values, screens, system processes to only authorized users, improving user authentication, segmenting and tracking access based on user roles and responsibilities (role-based security model capabilities), and creating a new ability for users to generate ad hoc reports. 2. Enhancing security, customer ID verification, and fraud prevention by eliminating duplicate customer records and creating a true single customer record, tracking patterns of suspicious activity (customer and employee), producing automated exception reports and creating systems alerts to potential safety, security, and risk management issues, and restricting access based on user roles and responsibilities and accommodating multiple authentications based on segregation of duties. 3. Automating audit requirements and oversight by tracking user activity in a standard manner and creating a single data store. 4. Consolidating disparate applications by replacing multiple systems with a single integrated data store, integrating multiple applications through core modules (such as user interfaces, core business services, infrastructure related services, interfaces, etc.), and providing a financial services component, as well as a tax processing component, with enhanced tracking and netting capabilities. July 2014 6 5. Improving efficiencies by incorporating best practices and re-engineering all processes within the project scope (at a detailed level as part of developing a detailed system design during the detailed design forum). 6. Implementing a customer-centric model that effectively supports customer relationship management. 7. Increasing alternative service channel usage by allowing most transactions to be offered through multiple channels. 8. Migrating toward electronic credentials to provide the type of controlled access needed for authorized entities to verify the existence of electronic credentials, including photographic or other images as may be required. 9. Accommodating interoperability and integration with business partners by providing a consistent method to interface with business partners and a consistent message format for exchanging data as well as creating the ability to effectively manage business partner contracts and billing electronically. 10. Providing an integrated financial component, including integration of the agency’s ERP (Oracle Financials), to facilitate a complete financial view of the customer (refunds due, additional fees due, etc.) as well as an enhanced ability to allocate revenues to appropriate accounts. E. Future State Business Process Model (pp. 14-18) July 2014 7 Each of the seven process areas identified in the CSI Future State Business Process Model are described below, including the business functions supported by each as well as the products/services provided. Please note that these processes and business functions are not listed in priority order. 1. Service Delivery Service delivery supports all DMV access channels to provide a 360-degree view of a DMV customer by collecting all relevant data. All customer (including business partners, stakeholders, etc.) and employee contact and activity must enter and exit through this process. Service Delivery will coordinate all support functions of the contact activity including the ability to support a shopping cart concept for multiple transactions, payment processing and netting, inventory processing, and release of the final product. July 2014 8 2. Credentialing The credentialing process rolls the credentialing functions of driver, vehicle, motor carrier, and regulatory licensing functions such as fuel distributors, rental car companies, dealers, commercial driver training schools, driver improvement clinics, and 3rd party testers into one, all inclusive process. A credential can be issued, updated, or renewed, a privilege reinstated or taken away, and compliance to requirements is monitored. A credential would also include the creation of PINs, Use Agreements, and any other DMV product or service requiring formal authorization or approval. 3. Tax Processing Tax Processing manages the processing of tax returns and posting the tax payment as well as taxpayer audit support functions. 4. Financial Management Services Financial Management Services handles reconciliation and distribution of revenue of all payments from DMV transactions as well as grant and contract administration. 5. Inventory Management Inventory Management tracks the consignment of controlled inventory and assets. 6. Business Intelligence Business Intelligence will provide the ability for retrieving and reporting information on DMV data. There will be the ability to compile data in such a manner that will be meaningful to the end user (including decision makers at DMV, external entities, etc.). This will include key performance indicators such as customer wait time and cost per transaction. Once the data is presented, there will be a decision support tool to assist DMV managers so that various alternatives can be compared. BI will also support automated and ad hoc reports (e.g., enabled by Use Agreements) and assist in identifying fraud through periodic audits. 7. Administer Infrastructure Administer Infrastructure will give DMV the necessary flexibility for business users to be able to change their workflow and business rules as needed. Additionally, DMV staff with the appropriate roles and permissions will be able to control system credentials, access, and data management roles such as PINs and Service Agreements. This module also supports the call center help desk and mail processing. July 2014 9 Reference Commonwealth of Virginia. Department of Motor Vehicles. (2007, August 31). DMV CSI systems redesign project. Request for Proposal (RFP) 154:7-061. Originally retrieved from http://www.dmv.state.va.us/csi/pdf/rfp.pdf Top of Form Bottom of Form Enterprise Architecture Justification Paper – Individual Assignment Purpose of this Assignment This assignment gives you the opportunity to apply your critical thinking skills and understanding of the course concepts to explain how the enterprise architecture (EA) and/or the EA program benefits an organization. This assignment specifically addresses the following course outcomes: · describe enterprise architecture (EA), the appropriate application of EA frameworks, and an overall ongoing EA program · analyze and examine how enterprise architecture and enterprise systems influence, support, and enable an organization's ability to contribute to strategic decision making and to respond and adapt to the business environment · apply EA concepts to support business requirements and identify opportunities for enterprise solutions Assignment Using the DMV case study provided, determine how an EA could be used to help the DMV accomplish the objectives stated explicitly and implicitly in the case study. The organization discussed in the case study has many issues with its current environment and many changes that it wants to make. It has not established an EA program yet. The purpose of your paper is to briefly explain what an EA program is, and then justify a recommendation to establish an EA program for the organization. The DMV has taken on the CSI Redesign initiative so this presents an opportunity to explore how EA can be a benefit. You need to orient this assignment to justify recommendations on how the DMV can benefit from implementing a more holistic (EA) solution. You can use the CSI redesign effort as a basis on which to build, but your recommendations for EA should scale sufficiently. You should provide at least four specific examples from the case study to show how an EA program could be of benefit, and you should provide at least two examples of how EA specifically benefitted another organization in solving problems similar to ones in the case study. (NOTE: More than four examples are required to receive all possible points; see Grading Rubric below.) Your paper will be graded on both the accuracy and the strength of your justifications; it needs to make a strong and compelling case for establishing an EA program for the DMV. Your paper should be 2-3 pages in length (not counting any cover sheet or reference pages). The use of at least two external scholarly resources (other than class materials) is required. (NOTE: More than two external resources are required to receive all possible points; see Grading Rubric below.) You should use scholarly journals (rather than Wikipedia and authorless website postings). If you need assistance with determining what a scholarly journal is, the UMUC library is a very good source of information, accessed via the following link: http://www.umuc.edu/library/libhow/articles.cfm . Remember to correctly cite and reference all sources using APA format. Submit your paper in Word format via your Assignments Folder as an attached document with your last name included in the filename. Grading Rubric Use the rubric below to be sure you have covered all aspects of this assignment. Criteria 90-100% Far Above Standards 80-89% Above Standards 70-79% Meets Standards 60-69% Below Standards < 60% Well Below Standards Possible Points Introduction 5 Points A sophisticated introduction sets the stage for the paper. 4 Points A well-written introduction sets the stage for the paper. 3.5 Points The introduction adequately sets the stage for the paper. 3 Points The introduction does not adequately set the stage for the paper. 0-2 Points No introduction included. 5 Explanation of Enterprise Architecture Program 13-15 Points Explanation is brief but clear; is complete enough to set the stage for the paper; and demonstrates a sophisticated understanding of course concepts. 12 Points Explanation is brief but clear; is complete enough to set the stage for the paper; and demonstrates a good understanding of course concepts. 10-11 Points Explanation is adequately clear and sufficiently complete to set the stage for the paper, and demonstrates an adequate understanding of course concepts. 9 Points Explanation may be only somewhat clear or complete; may or may not demonstrate an adequate understanding of course concepts. 0-8 Points Explanation is not included or little effort is demonstrated. 15 Justification for EA Program 23-25 Points The justification is clear, compelling and directly related to the case study. It demonstrates a sophisticated understanding of course concepts, analysis, critical thinking, and synthesis. 20-22 Points The justification is clear, and directly related to the case study. It demonstrates a good understanding of course concepts, analysis, critical thinking, and synthesis. 18-19 Points Justification is clear and related to the case study; it demonstrates adequate understanding of course concepts, analysis, critical thinking, and/or synthesis. 15-17 Points Justification may be somewhat clear, or may be somewhat related to the case study; it may not demonstrate adequate understanding of course concepts, analysis, critical thinking, and/or synthesis. 0-14 Points Justification is missing or demonstrates little effort. 25 Benefits 18-20 Points More than four benefits of an EA program are identified and clearly related directly to the case study, demonstrating sophisticated critical thinking and writing. 16-17 Points More than four benefits of an EA program are identified and related to the case study, demonstrating critical thinking and writing. 14-15 Points At least four benefits of an EA program are identified; and are at least somewhat related to the case study; and demonstrate adequate critical thinking. 12-13 Points Four or fewer benefits of an EA program may be identified; and/or may be only somewhat related to the case study; and/or may not demonstrate adequate critical thinking. 0-11 Points No benefits identified or little effort demonstrated. 20 Examples from Other Organizations 9-10 Points More than two examples of benefits of EA from other organizations are identified and are clearly related to the case study; demonstrates sophisticated analysis and critical thinking. 8 Points More than two examples of benefits of EA from other organizations are identified and are related to the case study; demonstrates analysis and critical thinking. 7 Points At least two examples of benefits of EA from other organizations are presented and are related to the case study; demonstrates adequate analysis and critical thinking. 6 Points Two or fewer examples of benefits of EA from other organizations may be presented and/or may be only somewhat related to the case study; and/or may not demonstrate adequate analysis and critical thinking. 0-5 Points No examples from other organizations are presented, or little effort demonstrated. 10 Conclusion 5 Points Conclusion is convincing, effective and relevant. Demonstrates sophisticated analysis and critical thinking. 4 Points Conclusion is effective and relevant. Demonstrates analysis and critical thinking. 3.5 Points Conclusion is provided and is relevant. 3 Points Conclusion is somewhat effective and/or relevant. 0-2 Points No conclusion provided, or minimal effort demonstrated. 5 External Research 9-10 Points More than two scholarly sources other than the class resources are incorporated and used effectively, contextualized, appropriately researched and supported, and synthesized with original arguments. Sources used are credible, relevant, and timely. Correct APA style is used for citations and references. 8 Points More than two scholarly sources other than the class resources are incorporated and used effectively, appropriately researched and supported, and support original arguments. Sources used are credible, relevant, and timely. Correct APA style is used for citations and references. 7 Points Two scholarly sources other than the class resources are properly incorporated and used. Uses APA format for references and citations. 6 Points Two or fewer sources other than the class resources may be used; may not be scholarly sources; may not be properly incorporated or used to support arguments; may rely too heavily on the reporting of external sources, and/or are not effective or appropriate; and/or are not credible, relevant, or timely. May not use APA format. 0-5 Points No external research is incorporated or reference listed is not cited within text. 10 Format 9-10 Points Paper reflects effective organization and sophisticated writing; follows instructions provided; is written in third person; uses correct structure, grammar, and spelling; double- spaced and presented in a professional format using Word. 8 Points Paper reflects effective organization; follows instructions provided; is written in third person; has few errors in sentence structure, grammar, and spelling; double-spaced, and presented in a professional format. 7 Points Paper has some organization; may have some errors in sentence structure, grammar and spelling. Is double spaced and written in third person. 6 Points Paper is not well organized, and/or contains several grammar and/or spelling errors; and/or is not double-spaced and written in third person. 0-5 Points Paper is extremely poorly written, has many grammar and/or spelling errors, or does not convey the information. 10       TOTAL Points Possible 100 03/15/2019 2 August 31, 2007 Dear Potential Offeror, You are invited to submit a proposal in accordance with the requirements set forth in the attached Request for Proposal, (RFP 154:7-061) using Best Value Acquisition procedures. This RFP is being issued by the Virginia Department of Motor Vehicles (DMV) for the purpose of seeking solutions to address the requirements of the DMV CSI Systems Redesign effort as identified in the attached RFP. An original proposal, signed by your contractually binding authority, with 7 full copies and 2 redacted copies, must be received by DMV Contracts and Procurement Department no later than 3:00 p.m. local time on Tuesday, December 4, 2007. An optional pre-proposal conference will be held at DMV Headquarters, 2300 West Broad Street, Richmond, Virginia, Room 702, on Tuesday, October 2, 2007 at 10:00 a.m. local time. Please refer to RFP Section VII for additional information. All questions or inquiries regarding this RFP must be received by Wednesday, October 31, 2007 at 5:00 p.m. local time and must be submitted in writing exclusively to: Nancy M. Davis, CPPB, CPPO, VCO E-mail: nancy.davis[email protected] Contracts and Procurement Manager Fax: (804) 367-0046 Department of Motor Vehicles Room 319 2300 West Broad Street Richmond, VA 23220 All inquiries must be submitted electronically as indicated in the RFP. Please refer to RFP Section VII for additional information. No verbal inquiries will be accepted. From the date of issuance of this RFP until the selection of a Contractor is announced, all questions concerning any part of this RFP shall be directed to Nancy M. Davis. It is not permissible for any Offeror, or any entity working on behalf of an Offeror, to solicit information from any other individual or government source (Federal or State) other than from the official point of contact listed above. Any unauthorized solicitations for information that are reported are grounds for disqualification of the Offeror’s proposal. Sincerely, Nancy M. Davis, CPPB, CPPO, VCO DMV Contracts and Procurement Office Virginia Department of Motor Vehicles REQUEST FOR PROPOSAL (RFP) RFP 154:7-061 Issued: August 31, 2007 Note: This public body does not discriminate against faith-based organizations in accordance with the Code of Virginia, §2.2-4343.1, or against a bidder or offeror because of race, religion, color, sex, national origin, age, disability, or any other basis prohibited by state law relating to discrimination in employment. Title: DMV CSI Systems Redesign Project Commodity Code: 91829 – Computer Software Consulting Issuing Agency: Commonwealth of Virginia Department of Motor Vehicles (DMV) 2300 West Broad Street Richmond, Virginia 23220 Period Of Contract: From date of contract award through date of Final System Acceptance. Optional licensing, maintenance, and/or support renewable annually. Sealed best value proposals will be received until Tuesday, December 4, 2007 at 3:00 p.m. local time for furnishing the goods/services described herein. All inquiries must be made in writing and are due by Wednesday, October 31, 2007 at 5:00 p.m. local time and must be submitted electronically as indicated in the RFP. No verbal inquiries will be accepted. From the date of issuance of this RFP until the selection of a Contractor is announced, all questions concerning any part of this RFP shall be directed to Nancy M. Davis ([email protected]). It is not permissible for any Offeror, or any entity working on behalf of an Offeror, to solicit information from any other individual or government source (Federal or State) other than from the official point of contact listed above. Any unauthorized solicitations for information that are reported are grounds for disqualification of the Offeror’s proposal. Proposals can be mailed or delivered. IF MAILED, SEND TO: IF HAND DELIVERED, DELIVER TO: Department of Motor Vehicles Contracts and Procurement Department Attn: Nancy M. Davis, CPPB, CPPO, VCO 2300 West Broad Street Richmond, Virginia 23220 Department of Motor Vehicles Security Desk Attn: Nancy M. Davis, CPPB, CPPO, VCO 2300 West Broad Street Richmond, Virginia 23220 In compliance with this Request for Proposal and subject to all the conditions imposed herein, the undersigned offers and agrees to furnish the goods/services in accordance with the attached signed proposal or as mutually agreed upon by subsequent negotiation. Name and Address of Firm: _________________________________________ Date: _____________________________________ _________________________________________ By: _____________________________________ (Signature In Ink) _________________________________________ Name: _____________________________________ (Please Print) _______________________Zip Code___________ Title: _____________________________________ SSN/FIN NO._______________________________ Phone: (________)____________________________ E-Mail: ___________________________________ Fax #: (________ )____________________________ An optional pre-proposal conference will be held on Tuesday, October 2, 2007 at 10:00 a.m. local time in conference room 702 at DMV Headquarters, 2300 West Broad Street, Richmond, Va. 23220. NO ONE WILL BE ADMITTED AFTER 10:10 a.m. Visitors must check in at the security desk and be escorted to the meeting. mailto:[email protected] RFP 154:7-061 DMV CSI Systems Redesign Project Table of Contents Virginia Department of Motor Vehicles Page i August 31, 2007 SECTION I: STATEMENT OF PURPOSE . . . . . . . . . . . . . . . .1 SECTION II: BACKGROUND INFORMATION . . . . . . . . . . . . . . .2 A. DMV Organizational Overview. . . . . . . . . . . . . . . . . . . .2 B. CSI Scope . . . . . . . . . . . . . . . . . . . . . . . .2 C. CSI Assumptions . . . . . . . . . . . . . . . . . . . . . .3 D. CSI Project Approach . . . . . . . . . . . . . . . . . . . . .3 1. CSI Phase 1 Approach . . . . . . . . . . . . . . . . . . . .3 2. CSI Phase 2 Approach . . . . . . . . . . . . . . . . . . . .4 3. CSI Phase 3 Approach . . . . . . . . . . . . . . . . . . . .4 E. Overview of Existing DMV Technical Environment . . . . . . . . . . . . . . .5 1. Overview of Existing Customer Service Center (CSC) Computing Environment . . . . . . .6 2. Overview of Existing DMV HQ Computing Environment . . . . . . . . . . . .6 3. Overview of Existing Citizen Services System (CSS) . . . . . . . . . . . . .6 4. Overview of Current DMV Enterprise Application Infrastructure (EAI) . . . . . . . . .7 5. Overview of Other Outlets . . . . . . . . . . . . . . . . . . .7 SECTION III: STATEMENT OF NEEDS . . . . . . . . . . . . . . . . .8 A. Introduction . . . . . . . . . . . . . . . . . . . . . . . .8 B. Business Needs . . . . . . . . . . . . . . . . . . . . . .8 1. CSI Objectives . . . . . . . . . . . . . . . . . . . . . .8 2. CSI Characteristics . . . . . . . . . . . . . . . . . . . . .9 3. CSI Global Benefits . . . . . . . . . . . . . . . . . . . . .10 a. Customer-Centric . . . . . . . . . . . . . . . . . . . .10 b. Service-Oriented . . . . . . . . . . . . . . . . . . . .11 c. State-of-the-Art . . . . . . . . . . . . . . . . . . . . .12 d. Secure . . . . . . . . . . . . . . . . . . . . . . .12 e. Intelligent . . . . . . . . . . . . . . . . . . . . . .13 4. CSI Future State Business Process Model . . . . . . . . . . . . . . .13 a. Service Delivery . . . . . . . . . . . . . . . . . . . . .15 b. Credentialing . . . . . . . . . . . . . . . . . . . . .15 c. Tax Processing . . . . . . . . . . . . . . . . . . . . .16 d. Financial Management Services . . . . . . . . . . . . . . . . .17 e. Inventory Management . . . . . . . . . . . . . . . . . . .17 f. Business Intelligence . . . . . . . . . . . . . . . . . . .18 g. Administer Infrastructure . . . . . . . . . . . . . . . . . . .18 C. Technical Needs and Requirements . . . . . . . . . . . . . . . . . .19 1. Conceptual CSI Solution Model . . . . . . . . . . . . . . . . . .19 2. Mandatory Technical Requirements . . . . . . . . . . . . . . . . .22 3. Reuse of Existing Technical Components . . . . . . . . . . . . . . . .22 4. Technology Principles . . . . . . . . . . . . . . . . . . . .23 D. Data Conversion and Mapping . . . . . . . . . . . . . . . . . . .25 E. Project Management . . . . . . . . . . . . . . . . . . . .25 1. Project Oversight and Control . . . . . . . . . . . . . . . . . .25 2. Project Management Methodology . . . . . . . . . . . . . . . . .26 3. Contractor Work Plan . . . . . . . . . . . . . . . . . . . .26 4. Project Staffing . . . . . . . . . . . . . . . . . . . . . .28 F. Testing Approach . . . . . . . . . . . . . . . . . . . . . .28 G. Training and Transition . . . . . . . . . . . . . . . . . . . . .29 H. Post Implementation Support . . . . . . . . . . . . . . . . . . . .29 RFP 154:7-061 DMV CSI Systems Redesign Project Table of Contents Virginia Department of Motor Vehicles Page ii August 31, 2007 SECTION IV: PROPOSAL PREPARATION AND SUBMISSION INSTRUCTIONS . . . . . . .30 A. Proposal Preparation Instructions . . . . . . . . . . . . . . . . . . .30 1. RFP Response . . . . . . . . . . . . . . . . . . . . . .30 2. Proposal Preparation . . . . . . . . . . . . . . . . . . . .30 3. Oral Presentation . . . . . . . . . . . . . . . . . . . . .31 4. Site Visit . . . . . . . . . . . . . . . . . . . . . . .31 B. Proposal Submission Instructions . . . . . . . . . . . . . . . . . .32 C. Specific Proposal Components . . . . . . . . . . . . . . . . . . .33 1. CSI Solution Proposal . . . . . . . . . . . . . . . . . . . .33 2. CSI Technical Proposal . . . . . . . . . . . . . . . . . . . .33 a. Technical Aspects and Architecture . . . . . . . . . . . . . . . .33 b. Alignment with Technology Requirements and Principles . . . . . . . . . . .34 3. Data Conversion and Mapping Proposal . . . . . . . . . . . . . . . .36 4. Project Management Proposal . . . . . . . . . . . . . . . . . .37 a. Project Management Methodology Proposal . . . . . . . . . . . . . .37 b. Escalation Procedure Proposal . . . . . . . . . . . . . . . . .37 c. Contractor Work Plan Proposal . . . . . . . . . . . . . . . . .37 d. Project Staffing Proposal . . . . . . . . . . . . . . . . . . .38 5. Testing Approach . . . . . . . . . . . . . . . . . . . . .39 6. Training and Transition Proposal . . . . . . . . . . . . . . . . . .39 7. Post Implementation Support Proposal . . . . . . . . . . . . . . . .39 8. Incentives or Inducements . . . . . . . . . . . . . . . . . . .39 9. Offeror Information and Customer Reference . . . . . . . . . . . . . . .39 10. Response to Contractual Terms and Conditions . . . . . . . . . . . . . .40 SECTION V: EVALUATION AND AWARD . . . . . . . . . . . . . . . .41 A. Evaluation . . . . . . . . . . . . . . . . . . . . . . . .41 1. Evaluation Criteria . . . . . . . . . . . . . . . . . . . . .41 2. Evaluation Method . . . . . . . . . . . . . . . . . . . . .42 B. Award . . . . . . . . . . . . . . . . . . . . . . . . .42 1. Best Value Award . . . . . . . . . . . . . . . . . . . . .42 SECTION VI: REPORTING AND DELIVERY INSTRUCTIONS . . . . . . . . . . . .43 A. Documentation . . . . . . . . . . . . . . . . . . . . . . .43 B. Deliverables . . . . . . . . . . . . . . . . . . . . . . .43 SECTION VII: PRE-PROPOSAL CONFERENCE . . . . . . . . . . . . . . .44 A. Pre-Proposal Conference . . . . . . . . . . . . . . . . . . . .44 B. Offeror Understanding of Requirements . . . . . . . . . . . . . . . . .44 SECTION VIII: GENERAL TERMS AND CONDITIONS . . . . . . . . . . . . . .45 SECTION IX: SPECIAL TERMS AND CONDITIONS . . . . . . . . . . . . . .51 A. DMV Required Special Terms and Conditions . . . . . . . . . . . . . . . .51 B. Contract Management Provisions . . . . . . . . . . . . . . . . . . .62 C. Software Provisions . . . . . . . . . . . . . . . . . . . . . .64 D. Warranty Provisions . . . . . . . . . . . . . . . . . . . . . .67 E. Site, Delivery, and Installation Provisions . . . . . . . . . . . . . . . . .69 RFP 154:7-061 DMV CSI Systems Redesign Project Table of Contents Virginia Department of Motor Vehicles Page iii August 31, 2007 SECTION X: METHOD OF PAYMENT . . . . . . . . . . . . . . . . .70 A. Invoices . . . . . . . . . . . . . . . . . . . . . . . . .70 B. Payment . . . . . . . . . . . . . . . . . . . . . . . .70 C. Purchase Orders . . . . . . . . . . . . . . . . . . . . . .70 SECTION XI: PRICING SCHEDULE . . . . . . . . . . . . . . . . . .71 A. Cost Proposal . . . . . . . . . . . . . . . . . . . . . . .71 1. Cost Matrix 1 – Base System Costs . . . . . . . . . . . . . . . . .72 2. Cost Matrix 2 – Optional and Desirable Features . . . . . . . . . . . . . .73 3. Cost Matrix 3 – Additional Purchases and Human Resource Hourly Rates . . . . . . . .74 ATTACHMENTS . . . . . . . . . . . . . . . . . . . . . . .75 Attachment A: Anticipated System Replacements . . . . . . . . . . . . . . .75 Attachment B: DMV Business Profile . . . . . . . . . . . . . . . . . .76 Attachment C: Customer Reference Form . . . . . . . . . . . . . . . . .78 Attachment D: Small Business Subcontracting Plan . . . . . . . . . . . . . . .79 RFP 154:7-061 DMV CSI Systems Redesign Project Section I Statement of Purpose Virginia Department of Motor Vehicles Page 1 August 31, 2007 I. STATEMENT OF PURPOSE This Request for Proposal (RFP) is being issued by the Virginia Department of Motor Vehicles (DMV) to solicit proposals and establish a contract for goods and services, through competitive negotiation, using best value acquisition procedures (defined below), to design, develop, implement, and optionally support a comprehensive automated solution to address the business and technical needs of the DMV CSI Systems Redesign project. As envisioned by DMV, the solution will be:  Customer-centric  Service Oriented  State-of-the-art  Secure  Intelligent …..CSI Specifically, this RFP will allow Offerors an opportunity to: 1. Propose a comprehensive automated CSI solution. 2. Propose all the necessary services to support the design, development, and implementation of the CSI solution. 3. Describe how their proposed products, services, and solutions address the business and technical needs and objectives described in this RFP. 4. Describe why the Offeror’s firm is particularly suited to fulfill the business and technical needs and objectives described in this RFP. 5. Provide an overview of their experience and capabilities for supporting the requirements of the DMV CSI Systems Redesign project. The proposed solution to the CSI effort may come in the form of commercial off the shelf software and products, customization of off the shelf software and products, an in-house development effort, or a combination. The proposed CSI solution will be hosted by the Commonwealth’s Virginia Information Technologies Agency (VITA). VITA and DMV will work with the selected vendor during the detailed design forum to define hosting and infrastructure requirements to support the CSI Systems Redesign Project. Note: By 9/24/07, more information and documentation resulting from the DMV CSI Systems Redesign project, phase 2 business process re-engineering effort, can be found at www.dmv.virginia.gov/csi. All information and documentation found on this site is to be considered draft and work in progress. Best Value Acquisition (BVA): A process used to acquire goods and nonprofessional services in which best value concepts will be applied. The best value award is based on evaluation criteria as stated in the solicitation with consideration of price of the goods and nonprofessional services that offer the greatest benefit(s) in meeting the needs of the public body. Refer to RFP Section V for more information. http://www.dmv.virginia.gov/csi RFP 154:7-061 DMV CSI Systems Redesign Project Section II Background Information Virginia Department of Motor Vehicles Page 2 August 31, 2007 II. BACKGROUND INFORMATION A. DMV ORGANIZATIONAL OVERVIEW The Department of Motor Vehicles (DMV) is a governmental agency in the Executive Branch of Virginia state government. Under the direction of the Secretary of Transportation, DMV administers motor vehicle and tax related laws for the continued benefit of all citizens of the Commonwealth of Virginia. Specifically, DMV administers motor vehicle titling and licensing laws, driver’s licensing laws, transportation safety laws, tax laws, and other motor vehicle-related laws and regulations as directed by the Code of Virginia and Federal laws, as amended. DMV employs nearly 2000 full and part-time employees to meet its daily mission of providing transportation services to customers in Virginia. These employees provide services via one centralized administrative Headquarters located in Richmond, Virginia as well as 74 Customer Service Centers (CSC’s) and 13 Motor Carrier Service Centers/Weigh Stations (MCSC’s) dispersed throughout the state. In addition, some services are provided at more than 40 DMV Select offices located throughout the state. DMV Selects are a service alternative to visiting a full-service DMV Customer Service Center. Local governments and private entities contract with DMV to provide secure, select DMV transactions at convenient locations. DMV provides a multitude of services to private citizens, transportation entities, courts, law enforcement agencies, government agencies, insurance companies, and related transportation clients. The most commonly provided DMV services include:  Credentialing – This includes the provision of driver testing and licensing, vehicle titling and registration, credentialing of commercial motor carriers, and regulatory licensing functions such as fuel distributors, rental car companies, dealers, commercial driver training schools, driver improvement clinics, and 3rd party testers.  Tax processing – This includes support for the calculation, collection, accounting, and reporting statistics for all tax filings (including IFTA, tax on fuel, and tax on motor vehicle rentals) as well as support for an external/taxpayer audit function.  Oversight of related programs such as transportation safety and information management Due to the nature of DMV business processes, the type of work performed by the agency requires substantial use of automated systems. It is imperative that the agency operate its programs and facilities in an efficient manner, incorporating into its operation those technological developments and automated solutions that will enhance the delivery of services to DMV's various transportation clients. B. CSI SCOPE The DMV CSI Systems Redesign project focuses on the fragmented processing of DMV’s core business areas of credentialing, tax processing, and financial management. The purpose of the CSI effort is to transform these fragmented and outdated systems into one modernized system that is responsive to the ever-changing needs relating to internal security, homeland security, legislative mandates, and customer relationship management. As we move forward with this endeavor, DMV has a unique opportunity to revolutionize the agency’s approach to fulfilling its mission, carrying out core functions, and delivering service. DMV intends to fully integrate processing while incorporating and leveraging the full functionality and benefits of proposed technology solutions as well as the technology already in place. RFP 154:7-061 DMV CSI Systems Redesign Project Section II Background Information Virginia Department of Motor Vehicles Page 3 August 31, 2007 The scope of the DMV CSI Systems Redesign project is based on utilizing a fully integrated system to serve and manage our customers, our contractual business partners, and our stakeholders. The scope includes, but is not limited to credentialing, tax processing, and financial management. C. CSI ASSUMPTIONS In defining the scope of DMV’s CSI initiative, the decisions made by DMV’s executive management team were based on the following assumptions: 1. DMV’s current processes will be reviewed and re-engineered at a high level prior to writing the RFP and at a detailed level prior to developing a detailed system design. 2. The new system will consist of the following components:  User interfaces for Headquarters, Weigh Station, and Customer Service Center staff, DMV Selects, Internet, Touchtone, cyber sites, and selected business partners (online dealers, Commissioners of the Revenue, insurance companies, motor carrier companies, etc.)  Core business services  Infrastructure services to manage access rights, perform audit and system logging functions, a business rules engine, a message broker to facilitate communication between components and with external system interfaces, transaction suspense capability, and a correspondence module.  Data stores, business intelligence to provide regular and ad hoc management reports, audit reports and fraud alerts, and other applications, and  Interfaces to other systems, such as DMV’s Purchasing, Inventory, and Payables System (PIPS), Department of Accounts (DOA), Treasury, Unified Carrier Register (UCR) repository, Centralized Accident Processing System (CAP), Traffic Records Electronic Data System (TREDS) which will replace CAP, Hauling Permits, Virginia Criminal Information Network (VCIN), DMV’s Human Resource system, etc. (See Figure 2, Conceptual CSI Solution Model on page 21) 3. A customer-centric design will be used to effectively support customer relationship management. 4. The CSI solution will be a simple, highly efficient design utilizing open standards (ODBC, XML, etc.) that support a service-oriented architecture with built-in redundancy. D. CSI PROJECT APPROACH The DMV CSI Systems Redesign project consists of three phases:  Phase 1: Project Initiation, Business Requirements, and High-Level Business Process Re-engineering  Phase 2: Automated Solution Procurement and Detailed Business Process Re-engineering  Phase 3: Detailed Design Forum, Phased Systems Development, and Phased Implementation In October, 2006, DMV hired a re-engineering Contractor (CACI) to provide support to the DMV CSI Systems Redesign project as defined below. The re-engineering Contractor (and their sub-contractors) hired for the re-engineering effort is not eligible to participate in the procurement process for the CSI solution being procured in this RFP. 1. CSI Phase 1 Approach During Phase 1, the re-engineering Contractor led DMV focus groups through a methodical process to validate our vision and strategic objectives, establish guiding principles, and document high level RFP 154:7-061 DMV CSI Systems Redesign Project Section II Background Information Virginia Department of Motor Vehicles Page 4 August 31, 2007 business requirements for all components identified within the scope of the DMV CSI Systems Redesign project. To create executive buy-in, focus groups consisting of Assistant Commissioners and Directors of cross- functional core business areas were led by the re-engineering Contractor through a process to define the future system needs and requirements using a holistic approach. This approach created a high level customer-centric future state model to effectively support the business needs of CSI including customer relationship management, internal controls, auditing, and fraud prevention and detection. 2. CSI Phase 2 Approach Phase 2, which began in February, 2007, is currently underway. During this phase, DMV has engaged Iconix Software Engineering (www.iconixsw.com) to provide training and guidance for DMV to lead a detailed business process analysis and re-engineering effort based on a use-case driven, UML object modeling approach (Iconix Process) utilizing results of the high level re-engineering activities performed during Phase 1. The results of the Phase 2 effort are being captured and documented using Sparx’s Enterprise Architect software. In addition, DMV is extracting embedded business rules from the existing Natural source code. Also during Phase 2, DMV will proceed through the procurement process to select a solution provider. By 9/24/07, more information and documentation resulting from the DMV CSI Systems Redesign project, phase 2 business process re-engineering effort, can be found at www.dmv.virginia.gov/csi. All information and documentation found on this site is to be considered draft and work in progress. 3. CSI Phase 3 Approach Phase 3 will begin with the selected solution provider working with DMV to conduct a detailed design forum based on the results of Phase 1 and 2 re-engineering efforts and developing a functional and detailed system design of all proposed approaches and solutions utilizing Iconix Process (www.iconixsw.com) and Sparx’s Enterprise Architect software as specified by DMV. The purpose of the detailed design forum is to architect and design a technical solution which is able to meet all the requirements specified at the conclusion of Phase 2 detailed business process analysis and re-engineering initiatives, and prior to the beginning of system development. To begin the detailed design forum, DMV will provide a domain model, nonfunctional, functional, and behavioral requirements, business rules defined and extracted, and use cases (scenarios) as a result of the Phase 2 efforts. Specific tasks that will be undertaken during the detailed design forum include, but are not limited to:  Specification of the technical architecture to be employed and the required configuration  Program structure and flow  Logical and physical data models  Definition of any interfaces between systems  Preliminary screen design To facilitate these tasks, Sparx’s Enterprise Architect should be used, along with Iconix Process, to facilitate the traceability from the requirements and analysis performed during phases 1 and 2 through the design artifacts, into implementation and deployment. The results of the detailed design forum will specify how the requirements will be delivered to the user. It will be written in technical terms and will be used by the developers as a blueprint of the system that will be built in the next stage. The results should be comprehensive and leave no ambiguity as to what the http://www.iconixsw.com/ http://www.dmv.virginia.gov/csi http://www.iconixsw.com/ RFP 154:7-061 DMV CSI Systems Redesign Project Section II Background Information Virginia Department of Motor Vehicles Page 5 August 31, 2007 system will deliver, how it will be structured and how it will be presented to the user. Each business process documented during the business process re-engineering effort must be taken in turn and a technical implementation specified. A definite link must be made between specific requirements from the business process re-engineering effort and the proposed implementation in order to facilitate testing. Using the results of the detailed design forum, DMV will specify the final scope of the overall CSI solution to be built. Contractor activities and development effort following the detailed design forum will be re- negotiated and priced accordingly based on the DMV specified final scope. At the conclusion of the detailed design forum, the Contractor will work with DMV to negotiate and document a detailed go-forward plan based on the results of the detailed design forum and the final scope specified by DMV. This includes, but is not limited to:  Developing a detailed project work plan, staffing plan, and phased implementation approach based on the results of the detailed design forum.  Negotiating a finalized detailed solution approach.  Documenting a detailed list of all deliverables based on the detailed solution approach and the phased implementation approach.  Re-negotiate total solution and project costs based on the results of the detailed design forum and the detailed go-forward plan. The Commonwealth retains ownership of any and all documentation and work products created during the detailed design forum and DMV reserves the right to use all documentation, intellectual property, and work products created during the detailed design forum in any way. Refer to Special Terms and Conditions contained in RFP Section IX, Part A, Items 15 and 18 for more information. If DMV accepts and approves the results of the detailed design forum and go-forward plan, a phased development and implementation approach, including implementation and …