SECTION FOURTECHNICAL REQUIREMENTS F1... · Web viewProvide information for all vehicle types including but not limited to passenger vehicles, trucks, motorcycles, trailers, recreational

Request for Proposal 18-046

Attachment F1 Technical Proposal Requirements

OVERVIEW

The Technical Requirements are organized into two (2) sections:

Section 4 presents the elements that set the overall standards and methods to be employed throughout the duration of this engagement

Section 5 presents the specific functional requirements that will be required of the VIN Validation solution throughout the duration of this engagement

Each section of requirements presents an overall description of the section followed by responsibilities of the State, responsibilities of the vendor, and key performance measures:

RESPONSIBILITIES

State responsibilities are presented in a separate subsection titled State Responsibilities

Responsibilities for the vendor are presented in table format in a separate subsection titled Vendor Responsibilities

KEY PERFORMANCE MEASURES

Key performance measures are presented in a table identifying the service quality the State is requiring, along with the measurement and the anticipated service level threshold.

Request For Proposal 18-046 Page 2 of 23

4. SECTION FOURTECHNICAL REQUIREMENTS

4.1 OVERVIEW

The implementation of the VIN Validation solution will be guided by industry best practices. The BMV/C will establish a project and assign a Project Manager who will be responsible for managing this project following the Project Management Institute’s (PMI) program management standards as published in the Project Management Body of Knowledge (PMBOK), as much as practicable.

4.2 PROJECT MANAGEMENT

4.2.1 TIME MANAGEMENT

The BMV/C will assign a Project Manager to manage the installation and complete any development necessary to the BMV/C systems. The BMV/C Project Manager will be responsible for developing a comprehensive project schedule (work plan) complete with all tasks, task durations and dependencies.

The VIN Validation solution vendor is expected to provide input in defining the project schedule (work plan) tasks, task durations and dependencies. The project schedule (work plan) will also define all key integration points, milestones, and deliverables.

4.2.2 COMMUNICATION MANAGEMENT

The BMV/C Project Manager will be responsible for establishing the electronic project library using Microsoft SharePoint that will be used by the entire project team. All deliverables and documents related to this project must be managed in this electronic library. The BMV/C Project Manager will take responsibility for tracking and reporting project status. The VIN Validation solution vendor is expected to assist the BMV/C Project Manager with project status reports and developing applicable project communication.

4.2.3 RISK MANAGEMENT

The BMV/C Project Manager will be responsible for identifying, assessing and monitoring risks. The VIN Validation solution vendor is expected to assist the BMV/C in identifying, assessing and mitigating risks, as applicable.

4.2.4 ISSUE MANAGEMENT


The BMV/C Project Manager will be responsible for identifying, tracking and resolving issues. The VIN Validation solution vendor is expected to work with the BMV/C Project Manager to identify and resolve issues, as applicable.

4.2.5 KEY STAFF REQUIREMENTS

The VIN Validation solution vendor must provide an Account Manager throughout the duration of this contract. The Account Manager will be responsible for the following:

Perform contract administration Manage vendor project resources Communicate and correspond with the State Ensure that issues assigned to the vendor are resolved

4.3 SYSTEM DEVELOPMENT LIFE CYCLE

The BMV/C Information Technology Department (ITD) uses agile processes for SDLC. Structured release plans and release schedules are key components of the BMV/C Agile SDLC. Change requests from across the organization are received via a standardized intake process and are then prioritized and scheduled into releases. The BMV/C intends to prioritize the implementation/installation of the VIN Validation solution into the BMV/C’s release schedule.

Refer to the Bidder’s Library for the following:

Indiana BMV/C Agile Playbook Standard Operating Procedure High-level diagram of the BMV/C Agile SDLC High-level diagram of the release or transition process Sample Release Schedule

The VIN Validation solution vendor must provide technical support to the BMV/C in the design, development and implementation of the VIN Validation solution. Throughout the engagement of this contract, the VIN Validation solution vendor must provide technical support with any VIN Validation solution changes that are implemented.

4.4 SYSTEMS ENVIRONMENT

There are currently four (4) environments for the BMV/C transactional system STARS:

Production


Training Parallel User Acceptance Testing (UAT)

These environments are described as follows:

4.4.1 PRODUCTION ENVIRONMENT

Production is the main user environment. Barring unforeseen circumstances, all work done by users will be accomplished in this environment.

4.4.2 TRAINING ENVIRONMENT

This supports the training of both users and the technical support of the solution. This environment has the same requirements as the Production environment with the latest copy of the solution and any training data loaded; however, the training environment will be re-built periodically and after each round of classes. Training should be available during the life of the entire solution. Training requirements for the VIN Validation solution vendor are detailed in Section 4.10 Training.

4.4.3 PARALLEL ENVIRONMENT

Parallel is a copy of the production environment which is primarily used for staging and post-production testing including bug resolution and regression testing.

4.4.4 UAT ENVIRONMENT

The testing environment is used to test changes prior to releasing into production. Testing requirements for the VIN Validation solution are detailed in Section 4.6 Testing.


The following is a high-level diagram of the current STARS environments and their interactions:

At a minimum, the BMV/C requires the VIN Validation solution to integrate and provide data to the STARS environments: Production, Training, Parallel, and UAT.

4.5 TECHNICAL STANDARDS

The VIN Validation solution must comply with the following standards and guidelines established by the State of Indiana’s Office of Technology (IOT), including but not limited to:

Policies, procedures, and standards Security Technology roadmap resources

4.6 TESTING

The State expects the vendor to provide technical assistance to support all testing cycles described in this section, including:

Construction and Unit Testing Conversion Testing QA Testing UAT


Regression Testing Operational Readiness Review (ORR) Pilot Operations

As the State conducts each phase of testing, the State requires the vendor to participate in the following activities that involve the VIN Validation solution.

Identify and classify defects Resolve defects Identify requirements that could not be tested due to failure or

unavailability of precursors Define implications to the next cycle of testing

4.6.1 IV&V AND STAKEHOLDER REVIEW

The focus of the IV&V and stakeholder review will be reviewing testing phase results, risk management, and the implementation of:

Measures to determine the vendor’s results during each of the testing phases

Risk management of problems identified during any of the testing phases

The IV&V and stakeholder review activities will be performed in concert with the testing phases listed in the previous sections.

4.7 BUSINESS CONTINUITY AND DISASTER RECOVERY

As the BMV/C modernizes their systems and processes, the goal is to replace manual business processes with business processes that are completed in a real-time environment. The demand will continue to be for systems and solutions that provide instant responses 24 hours a day, 7 days a week.

For this reason, it is imperative that the VIN Validation solution vendor place the highest priority on business continuity and disaster recovery.

4.7.1 BUSINESS CONTINUITY PLAN


Business continuity refers to those activities performed daily to maintain service, consistency, and recoverability. The VIN Validation solution vendor is required to collaborate to develop, maintain, and execute a BMV/C integrated BCP.

The BMV/C integrated BCP must provide adequate backup and recovery for all BMV/C operations, both manual and automated, including all functions required to meet the backup and recovery standards:

Recovery Time Objective (RTO) Recovery Point Objective (RPO)

4.7.2 DISASTER RECOVERY PLAN (DRP)

The VIN Validation solution vendor is required to develop and maintain a Disaster Recovery Plan (DRP) and demonstrate their ability to execute that plan. The DRP must present:

A statement of actions taken before, during, and after a disruptive event

Procedures required to respond to an emergency and to provide back up operations during a disaster

The VIN Validation solution vendor must demonstrate their ability to provide the most appropriate backup systems and facilities to address the recommendations of the business impact analysis. Testing of the DRP must be conducted on a regular basis. The State will not acknowledge that recoverability exists until the plan is tested and the State is able to verify the accuracy of the plan.

4.8 PRIVACY STANDARDS

It is the responsibility of the BMV/C to safeguard its customers’ personal information and to establish procedures for the protection and disclosure of records, particularly, the highly restricted personal information contained in those records. All BMV/C associates, contract workers, and full or partial service provider employees must use extreme caution in the protection, handling, and disclosure of all customer information.

The proper handling of customer information requires all BMV/C associates, contract workers, and full or partial service provider employees to adhere to the BMV/C policies and procedures pertaining to accessibility, protection, containment, and disclosure of personal information and vehicle records, including limiting access through technology.


The BMV/C requires that all vendors provide the functionality needed to protect and track Personally Identifiable Information (PII) and conform to BMV/C privacy standards.

4.9 SECURITY

The State has robust and comprehensive security standards that permeate all levels of the organization. IOT has been tasked with establishing and maintaining these security standards. The security standards include assessing security risks, developing and implementing effective security procedures, and monitoring the effectiveness of those procedures.

The following link introduces the IOT Information Security Framework: https://www.in.gov/iot/files/Information_Security_Framework.pdf.

The BMV/C maintains an Information Security Program to protect the confidentiality, integrity, and operational availability of PII and other information resources, and to comply with Federal and State regulations and contractual requirements. The Information Security Program is governed by BMV/C Policy 2014 - 001 Information Security.

In addition to the State standards outlined above, the State requires that each vendor support all current and future State security guidelines.

4.10 TRAINING

Training will be an important part of the VIN Validation solution. The vendor will be responsible for:

Training the State staff to use their solution, as requested by the State Working with the BMV/C Project Manager to develop a training

schedule, as part of the overall project schedule (work plan) Submitting training status reports to the BMV/C Project Manager for

inclusion in the weekly project status reports Assisting the State with developing training manuals

The VIN Validation solution vendor will be responsible for providing training to technical staff. In addition, the VIN Validation solution vendor will be responsible for providing “train-the-trainer” training to the BMV/C Organizational Development (OD) staff. OD will be responsible for developing training manuals and training staff who have view only access to the system (i.e., branch personnel).


https://www.in.gov/iot/files/Information_Security_Framework.pdf

For the purposes of this proposal, the vendor should expect to train the following:

User Roles Estimated UsersSystem Administration and Technical Support

10 users

OD Training Staff 8 users

4.11 DOCUMENTATION

The success of the VIN Validation solution implementation approach requires that the vendor share as much information as possible with the State. For this reason, the State requires that the vendor provide up-to-date system and user documentation for their solution as an integral activity of this project.

All documentation must be maintained in the State specified SharePoint site to make documentation accessible and to ensure that audit trails of development activity and decisions are visible to all project participants.

The system and user documentation objectives include:

Provide comprehensive VIN Validation solution user materials that include all components of the solution with clear documentation of business and technical operating procedures

Maintain accurate system documentation Maintain comprehensive user manuals including but not limited to

internal procedures manuals and operating procedures manuals for each component

4.12 SERVICE DESK

The Service Desk must ensure that any issues that arise from the VIN Validation solution be addressed expeditiously either by resolving the request directly or by accurately triaging the request. The BMV/C expects the vendor to participate in their current ticket review and resolutions process. This process is presented in the Bidder’s Library. The BMV/C also expects the vendor to proactively notify the State of any issues that may impact the accuracy and efficacy of BMV/C operations, as it relates to VIN Validation.

4.13 ENGAGEMENT AND TRANSITION

The services to be performed under this procurement are vital to the State and must be continued without interruption. It is critical that there be agreements and procedures in place to ensure a seamless transition and


uninterrupted service throughout the implementation of the VIN Validation solution.

In the event a new VIN Validation solution results from this procurement, the current VIN Validation solution vendor will be required to transition to the new VIN Validation solution.

4.13.1 ENGAGEMENT TRANSITION PLAN

The Engagement Transition Plan for the incoming VIN Validation solution vendor must provide, at a minimum, a comprehensive check list of all vendor start-up activities.

4.14 DISENGAGEMENT

Disengagement includes end of contract transition planning to ensure a seamless operational transition to the State or its designee. Prior to the conclusion of the contract, the vendor must provide assistance to the State to assure that all responsibilities are transitioned appropriately.

Key issues for disengagement include:

Phase-in training Efficient transition of activities Staffing continuity Uninterrupted service

For this reason, disengagement planning must commence at least three (3) months prior to the vendor’s contract expiration date; however, the State may require that these services begin earlier as needed for an orderly transition. At the State specified time, the vendor must submit a Disengagement Transition Plan for the designated solution. The plan must include:

Proposed approach to turnover Tasks and subtasks for turnover Schedule for turnover Planned State resource requirements during turnover Documentation update for procedures during turnover

The State has the right to initiate the disengagement process for any service under the vendor’s Scope of Work with thirty (30) days written notice. The notice of termination initiates these disengagement activities and responsibilities.


4.15 STATE RESPONSIBILITIES

ID Category Responsibility100000

Project Management

Provide VIN Validation Project Manager

100100

Project Management

Monitor vendor performance

100200

Project Management

Approve resume of key staff Account Manager

100300

Project Management

Approve any changes to the Account Manager after contract execution

100400

Project Management

Establish the electronic project library

100500

Testing Develop criteria by which success or failure of each testing phase moves onto the next testing or development phase

100600

Business Continuity and Disaster Recovery

Approve the Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP)

100700


Perform periodic review of compliance with Business Continuity Plan (BCP) requirements, including review of the risks

100800

Privacy Standards

Oversee compliance with privacy standards

100900

Privacy Standards

Assist the vendor in completing required monitoring and auditing activities

101000

Security Standards

Oversee Security Compliance

101100

Security Standards

Assist the vendor in completing required monitoring and auditing activities

101200

Training Develop training schedule

101300

Training Review training materials and manuals

101400

Training Approve training materials and manuals



Documentation

Review all documentation before publication and use

101600

Documentation

Approve all documentation before publication and use

101700

Engagement and Transition

Provide access to all current systems and operational procedures documentation

101800


Provide policy documentation as requested

101900


Approve the Engagement Transition Plan

102000


Collaborate with the vendor to execute the Engagement Transition Plan

102100


Resolve conflicts of engagement/transition activities between various vendors

102200

Disengagement

Approve the vendor’s Disengagement Transition Plan

102300

Disengagement

Provide appropriate notice of disengagement for implementation of the Disengagement Transition Plan

102400

Disengagement

Provide appropriate time and resources for the vendor to fully complete all phases of the transition

102500

Disengagement

Mediate conflicts of disengagement activities between various vendors

4.16 VENDOR RESPONSIBILITIES


Project Management

Provide input in defining the project schedule (work plan) tasks, task durations and dependencies

102700

Project Management

Assist the BMV/C Project Manager with project status reports and developing applicable project communication

102800

Project Management

Participate in project meetings, as required by the BMV/C

102900

Project Management

Assist the BMV/C Project Manager in identifying, assessing and mitigating risks



Project Management

Assist the BMV/C Project Manager in identifying and resolving issues

103100

Project Management

Provide a qualified Account Manager throughout the duration of this contract

103200

Project Management

Staff must successfully clear the BMV/C criminal background checks and pay for associated checks

103300

Project Management

Replace any employee on the project with a background unacceptable to the State

103400

System Development Life Cycle

Provide technical support to the BMV/C in the design, development and implementation of the VIN Validation solution

103500

System Development Life Cycle

Provide technical support with any VIN Validation solution changes that are implemented.

103600

Systems Environment

Integrate and provide data to the BMV/C specified system environments

103700

Technical Standards

Provide sufficient solution licenses to the State and any other authorized users designated by the State

103800

Technical Standards

Notify the BMV/C of solution updates and new features as they become available

103900

Technical Standards

Advise the State of the potential benefits of the enhancements or upgrades

104000

Technical Standards

Provide industry standard application interfaces including, but not limited to, SOAP and REST web service technologies

104100

Technical Standards

Provide the capacity to accommodate twenty-five (25%) percent growth of users and volume, from baseline

104200

Technical Standards

Submit for approval any planned deviations from the State of Indiana guidelines and standards

104300

Technical Standards

Record and submit technical documentation as deliverables

104400

Technical Standards

Create and maintain a data architecture plan that includes the application of a logical data model, data definition/dictionary, metadata development and maintenance approach, data standards, structure data standards, vocabulary standards,


ID Category Responsibilitydata sharing standards, and data security standards

104500

Technical Standards

Maintain solution availability twenty-four (24) hours a day, seven (7) days a week, unless otherwise approved by the State

104600

Technical Standards

Provide solution maintenance support twenty-four (24) hours a day, seven (7) days a week with 99% uptime

104700

Technical Standards

Perform regular capacity planning to ensure that proposed solution is sized appropriately for the State workload

104800

Technical Standards

Automatically monitor for production delays or issues and notify designated users

104900

Technical Standards

Provide solution patches as issues are identified by the vendor or the BMV/C in accordance with the BMV/C patch schedule

105000

Technical Standards

Provide a fault tolerant solution that includes the consideration of redundancies for production and disaster recovery environments

105100

Technical Standards

Create and follow a clear escalation procedure through the appropriate chain of command to ensure that the production issue is getting the appropriate attention to meet the level of urgency

105200

Testing Address defects identified in any testing cycle

105300

Testing Coordinate and cooperate with the State's testing resources

105400

Testing Conduct walk-throughs of solution changes that are ready to be moved into the production environment as specified by the State

105500


Collaborate to develop, maintain, and execute a BMV/C integrated BCP

105600


Provide the solution Disaster Recovery Plan (DRP)

105700

Business Continuity and Disaster

Execute backup procedures within timeframes defined by the State


ID Category ResponsibilityRecovery

105800


Provide continual progress reports to resolve reported failures every fifteen (15) minutes, updating the State's service desk and Production Support Team

105900

Privacy Standards

Adhere to the Bureau of Motor Vehicles Personal Information Security Standard Operating Procedure (SOP)

106000

Privacy Standards

Adhere to the Bureau of Motor Vehicles Policy 2008 – 013 Personal Information Security

106100

Privacy Standards

Adhere to State of Indiana statute relating to Privacy and Disclosure of Bureau Records (IC 9-14-13)

106200

Security Standards

Adhere to the policies and standards defined in the IOT Information Security Framework

106300

Security Standards

Adhere to BMV/C Policy 2014 - 001 Information Security Policy

106400

Training Work with the BMV/C Project Manager to develop a training schedule, as part of the overall project schedule (work plan)

106500

Training Provide technical support training

106600

Training Provide "train-the-trainer" training

106700

Training Assist in the development of training manuals

106800

Documentation

Maintain all project documents and solution documentation, current and archived, electronically on the State's specified SharePoint site

106900

Documentation

Provide comprehensive documentation for all software and hardware provided as part of the solution

107000

Documentation

Update the system, user, and other appropriate documentation to reflect system changes as changes take place, as part of the Change Management process as specified in the Project Management section of this RFP no later than ten (10) business days after executing the change

107100

Service Desk

Perform root cause analysis and problem resolution for any tickets that are escalated to the vendor

107200

Service Desk

Provide support for all on-site functionality during all operational hours at the BMV/C

1073 Service Establish and maintain a notification protocol for


ID Category Responsibility00 Desk all users to report any problem or issue that affects

operations, data accuracy, or integrity immediately107400

Service Desk

Provide software troubleshooting self-help guides

107500


Plan and perform vendor phase-in transition activities

107600


Provide an Engagement Transition Plan that includes a comprehensive check-off list of all vendor start-up activities to be reviewed and approved by the State prior to the start of transition

107700


Provide the State with regular transition status reports and updates according to the agreed upon project schedule (work plan) and the status of the start-up check-off list

107800

Disengagement

Provide an end of contract Disengagement Transition Plan upon request of the State

107900

Disengagement

Initiate disengagement plan at least three (3) months prior to the contract expiration date or upon a thirty (30) days written notice from the State

108000

Disengagement

Provide appropriate staff, including at least one (1) management level resource, to be responsible for the completion of the Disengagement Transition Plan

108100

Disengagement

Exercise best efforts and cooperation to facilitate an orderly and efficient transition to a successor including providing sufficient experienced personnel during the phase-in/phase-out period to ensure that the services called for by the contract are maintained at the required level of proficiency

108200

Disengagement

Provide the State with all existing documents, data, files and other pertinent information necessary for the new vendor(s) to perform required services

4.17 KEY PERFORMANCE MEASURES

ID Key Performance Measure Threshold108300

Accuracy of process 99% of process activities and results

108400

Compliant with key federal legislation (e.g. ADA, OSHA, etc.) in all activities

100% compliance



Compliant with Indiana Law in all activities

100% compliance

108600

Compliant with all requirements for privacy and security in all activities

100% compliance with privacy and security regulations

108700

Breaches in data access No data access breaches

108800

Breaches in data access shall be made known to the State

Within fifteen (15) minutes of the breach

108900

Respond to all reported issues reported by the BMV/C

Respond to 100% of reported issues within 30 minutes


5. SECTION FIVEVIN VALIDATION REQUIREMENTS

5.1 OVERVIEW

The BMV/C is seeking a VIN Validation solution to enhance and support day-to-day operations. The BMV/C’s primary goals are to:

Select a VIN Validation solution that will support the BMV/C integrated program and information management objectives now and in the future

Select a web-based VIN Validation solution that integrates with the BMV/C’s current technology, including STARS and myBMV, and provides information in real-time

Select a vendor that is experienced in integrating its VIN Validation solution with other state motor vehicles organizations

The following sections provide the Business and Functional Requirements that the BMV/C desires of their VIN Validation solution.

5.2 VIN VALIDATION

The BMV/C is seeking real-time validation of Vehicle Identification Numbers (VIN) for the following:

Passenger vehicles Motorcycles Trucks Trailers Recreational Vehicles Watercraft


The BMV/C requires the following information to support the State of Indiana’s Titling process:

Information Required

Passenger Vehicle

Motorcycles

Trucks

Trailers

Recreational Vehicles (Motorhomes and Travel Trailers)

Watercraft

YearMakeModelFuel Type (Gasoline, Diesel, Electric, Hybrid, etc.

(as applicable)

WeightHull MaterialMotor HorsepowerType of Motor (jet, inboard, outboard, sail)Length of Craft (in feet and inches)

The BMV/C currently faces the following challenges when validating VINs and is interested in a VIN Validation solution that will assist the State in quickly and efficiently identifying the required information.

5.2.1 OLDER VINs

The BMV/C is challenged with identifying the correct year, make, and model on vehicles and trucks with VINs that are less than seventeen (17) digits.

5.2.2 INCORRECT VINs

The BMV/C staff may enter the VIN incorrectly. The BMV/C is interested in solutions that can automatically identify and correct


VINs entered incorrectly.

5.2.3 TRIM PACKAGE IDENTIFICATION

The BMV/C is challenged with identifying the correct trim package for passenger vehicles and trucks when specific information is not defined in the VIN.

5.2.4 RECREATIONAL VEHICLES (RVs)

The BMV/C often has difficulty identifying the correct manufacturer, year, make, and model of RVs. The VIN is not an efficient or accurate source to identify the RV manufacturer, make, and model and the information that is provided on the title or Certificate of Ownership may not consistently match VIN Validation and other data sources including NADA. The BMV/C would like to validate motor homes and multi-stage vehicles according to the standards defined in the AAMVA Policy Positions on motor homes and multi-stage vehicles presented in the Bidder’s Library.

5.2.5 WATERCRAFT

The BMV/C has difficulty identifying the correct watercraft. The Hull Identification Number (HIN) does not “de-code” to identify the manufacturer, year, make, and model on the title or Certification of Ownership.

5.3 MANDATORY REQUIREMENTS


Technical Standards

Provide a web-based VIN Validation Solution

5.4 VENDOR RESPONSIBILITIES


VIN Validation

Auto-populate identifying vehicle factors upon VIN entry in the correct fields, as specified by the BMV/C

109200

VIN Validation

Provide required data in real-time

109300

VIN Validation

Provide information for all vehicle types including but not limited to passenger vehicles, trucks, motorcycles, trailers, recreational vehicles and watercraft as specified in the table presented in


ID Category ResponsibilitySection 5.2

109500

VIN Validation

Provide a solution to automatically identify and correct VINs entered incorrectly

109600

VIN Validation

Identify the correct trim package for passenger vehicles and trucks when specific information is not defined in the VIN

109700

VIN Validation

Provide a solution that allows the user to expediently identify required VIN Validation information when the Recreational Vehicle and Watercraft are not uniquely identified in the VIN or HIN

109800

VIN Validation

Provide a solution that allows the user to expediently identify required VIN Validation information for vehicles older than 1981

109900

VIN Validation

Update VIN Validation source data for passenger vehicles and trucks no less than weekly

110000

VIN Validation

Update VIN Validation source data for motorcycles, trailers, recreational vehicles and watercrafts no less than monthly


5.5 KEY PERFORMANCE MEASURES


Time to retrieve online request for VIN Validation information

Retrieve 100% of requests in real-time (within .1 second)


Documents

SECTION FOURTECHNICAL REQUIREMENTS F1... · Web viewProvide information for all vehicle types including but not limited to passenger vehicles, trucks, motorcycles, trailers, recreational