WISCONSIN DEPT. OF TRANSPORTATION
RFI 0813-DMV - DMV Business Process System Solutions
State of Wisconsin
Department of Transportation (DOT)
Request for Information (RFI) #0813-DMV
DMV Business Process System Solutions
Issue Date: August 20, 2013
Responses Due: September 24, 2013 at 4:00 PM CT
Deadline for Questions: August 30, 2013 at 4:00 PM CT
This Request for Information (RFI) is issued solely for information and planning purposes only, and does
not constitute a solicitation. Responses to the RFI will not be returned. Responses to this RFI are not an
offer and cannot be accepted by the State to form a binding contract. The State of Wisconsin is not
liable for any cost incurred by the vendor in response to this RFI.
Questions and communications concerning this RFI may be directed to:
Lyman Fuson
Wisconsin Department of Transportation Purchasing
E-mail: lyman.fuson@dot.wi.gov
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RFI 0813-DMV - DMV Business Process System Solutions
Table of Contents
Table of Contents ...................................................................................................................................... 2
Purpose of the Request for Information ................................................................................................... 2
Project Goals & Requirements .................................................................................................................. 2
Terms and Definitions ............................................................................................................................... 3
Background and Current Operation.......................................................................................................... 3
Information Requested ............................................................................................................................. 6
Vendor Response .................................................................................................................................... 10
Submitting a Response............................................................................................................................ 13
Purpose of the Request for Information
Wisconsin DMV has recently reviewed the majority of its business processes and systems. Wisconsin
DMV is now in the process of defining future business needs and developing strategic solutions to meet
these needs, while at the same time providing the flexibility to react quickly to constantly changing
requirements. Several foundation systems have been identified that will be needed as well as a number
of core business functions that will need to be supported.
The purpose of this RFI is to gather information on the variety of possible ways to meet our business
needs. These could be met by custom development, a ‘whole solution’ commercial off the shelf (COTS)
product or integrating various COTS solutions with customer development. Wisconsin DMV is not
providing specific requirements or detailed background information on current processes, as the
preference is to consider a wide range of options. The knowledge of availability and viability of these
options, will aid the development of an overall strategic approach. Responses to this RFI will help inform
Wisconsin DMV on possible approaches.
The responses to this RFI may be used to develop an RFP for a ‘whole solution’ or for any pieces which
fit into the chosen overall approach. For this reason, responses that address only parts of our
requirements are welcomed, as are responses that address the majority or entirety of our needs.
Project Goals & Requirements
The purpose of this endeavor is to improve how Wisconsin DMV interacts with its customers and
continues to evolve its business processes to more easily meet customer needs. To best accomplish this
effort, Wisconsin DMV does not wish to simply rebuild current functionality, but rather to add
functionality and efficiencies without the loss of any core business functions or processes. To accomplish
this goal, successful products/services will need to support our current requirements, while also:
 Supporting easy-to-use, web-based, self-serve applications for customers
 Continuing the move towards paper reduction and paperless processing where possible
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RFI 0813-DMV - DMV Business Process System Solutions
Integrating new and existing systems to provide synergy and efficiency for customers and
processors
Providing flexibility to easily and cost-effectively make changes to keep up with evolving
technology and mandated business requirement changes
Expanding use of modern web-based technologies, while continuing to use State enterprise
systems where appropriate
Protecting system access and personally identifiable information
Providing easily customizable reporting and fraud monitoring
Please include in your response how your solution addresses the above requirements and features. If
you have other information you would like to share that pertains to system design and was not included
above or in the Vendor Response section, please provide it in your response.
Terms and Definitions
BFS
- Bureau of Field Services within DMV
CSC
- Customer Service Center
COTS
- Commercial Off the Shelf
CRM
- Customer Relationship Manager
DL/ID
- Driver License/Identification Card
DMV
- Division of Motor Vehicles within DOT
DOT
- Wisconsin Department of Transportation
ERP
- Enterprise Resource Planning
RFI
- Request for Information
RFP
- Request for Proposal
State
- State of Wisconsin
Background and Current Operation
Provided below is some general background information that may help you frame your response. For
additional information you may wish to visit www.wisconsindmv.gov
Wisconsin DMV Organizational Structure
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Wisconsin Division of Motor Vehicles is located within the Department of Transportation along
with such other divisions as State Patrol, Transportation Investment Management and
Transportation System Development. Motor vehicle business is not handled by our Department
of Revenue or Office of the Secretary of State. All DMV business is handled at the State level;
applications are not processed by counties or local government.
Wisconsin DMV works closely with other units of government such as Department of Revenue
and Department of Justice and allows real-time access to our records.
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RFI 0813-DMV - DMV Business Process System Solutions
Applications for title, registration and REAL-ID compliant/non-compliant DL/ID products are
processed centrally and at a network of customer service centers (CSC) dispersed throughout
the State. Applications processed at the CSCs may provide direct service and products to the
customers, or may be processed in support of central office. Many of these centers are remote
and have connectivity via networks with limited bandwidth. Service to these centers is provided
via thin client technology with central office servers and databases.
In addition to the manually processed applications, Wisconsin DMV works with a number of
vendors for title and registration processing. A wide network of renewal agents, lenders and
dealers are either required or allowed to process some or all applications for their customers.
Wisconsin DMV has a number of web-based self-serve applications for our customers and
intends to continue to increase web-based, self-service capabilities.
Operational Scope
In an effort to make clear the size and scope of Wisconsin DMV’s operations, some statistics are
provided below. This is not intended as a complete list of our transactions, but rather as a
representation of the general capacity any solutions would need to be capable of handling.
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92 Customer Service Centers throughout the state provide real-time service to customers
o Over 2 million customers served annually
o 1.25 million DL/ID transactions processed annually
o 1.15 million vehicle (title or renewal) transactions processed annually
o 110,000 skills tests administered annually
o 200,000 knowledge tests administered annually
400,000 titles processed annually by central office
650,000 titles processed annually by third-party agents
125,000 registration renewals processed annually in central office
2.5 million registration renewals processed annually by State banking system ‘lockbox’
461,000 registration renewals processed annually by third party agents
1 million registration renewals processed annually via the web
6,000 IRP Fleets and 6,000 IFTA licensees
450,000 driver licenses suspended or revoked annually
1 million accidents/citations recorded annually
9.5 million current entries and 31 million historical entries on our customer database
7.7 million current DL products and 36 million historical records
1.4 million current ID products and 6.5 million historical records
12 million vehicle records
5.5 million citation records
30 million document images totaling over 3 terabytes stored on our database
1.2 million incoming phone calls
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RFI 0813-DMV - DMV Business Process System Solutions
Current IT and Enterprise Systems
Wisconsin DMV currently utilizes custom-developed and purchased applications across multiple
platforms; mainframe (Z/OS), client-server (CA Gen) and web (WebSphere). The majority of business
transaction data currently resides in DB2, although there are also instances of Oracle DB and MS SQL
Server to support various purchased products.
In addition, Wisconsin DMV utilizes software and infrastructure supported by Wisconsin’s statewide
Division of Enterprise Technology including:
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Oracle Call Center Anywhere
IBM Content Manager
Oracle PeopleSoft ERP
Microsoft Outlook
IBM DB2
Oracle DB
MS SQL Server DB
IBM WebSphere
Microsoft IIS
Telecom
Print and Report Distribution Services
ePayment Services through State banking system (Credit/Debit/ACH)
Required Interfaces
Wisconsin DMV systems require interface with the following:
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AAMVA, NMVTIS, PDPS, CDLIS, SAVE/VLS, CSOR
SSA/SSOLV, USPASS, NCOA, NDR, VINA, CCAP
ERP, State banking system, Point of Sale systems
CVIEW, SAFER, PRISM, IFTA Clearinghouses
TraCS
3rd party title and registration processing vendors
Electronic title delivery
Central DL/ID Print production
Other agencies, such as the Departments of Revenue, Justice, Natural Resources, Financial
Institutions, Administration, Workforce Development, Corrections and the Court System.
Current Vendors
Wisconsin DMV currently works with a number of vendors to provide specific functionality. Information
regarding the roles filled by these vendors is provided below without providing specific information
regarding the vendors themselves.
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RFI 0813-DMV - DMV Business Process System Solutions
DL/ID Credentialing
DL/ID Photo Capture
In-person Customer Flow Management (Queuing)
Appointment Scheduling System
State Web Portal
Call Center Management
Financial (ERP, Credit/Debit Card Processing)
Unified Carrier Registration
Document Image Capture
Address verification
Customer search tool
Information Requested
The subsections below provide a general overview of the functionality that solutions should
accommodate. This information is not intended to be an exhaustive list of all functionality required. In
your response, please be sure to give sufficient detail to explain the capabilities of your system. You are
not being asked to respond individually to each bullet. However, provide enough detail so the viability of
your specific capabilities and features can be assessed to determine how they meet Wisconsin DMV’s
business needs.
If your response speaks to a subset of our requirements, please also indicate how your product could
integrate with other systems or could make use of other COTS products to form a complete solution.
Vehicle Title/Registration Processing and Issuance
This system must accommodate the processing of our registration and titling tasks. This system may be a
complete replacement of our current processing system. It will need to be able to process the variety of
tasks inherent to processing, issuance, suspension and revocation of all vehicle registration and title
products. Some features unique to Wisconsin DMV include:
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Vehicle products are associated with unique customers.
Plates may remain with the customer or the vehicle depending on type.
Titles may be issued or transferred electronically (including electronic odometer).
Processing systems must interface with State banking system ‘lockbox’ renewal processing.
3rd party vendor processing must be supported.
Web-based, self-serve application processing must be supported.
Notices to customers should be able to be sent in multiple forms (e.g. US Mail, email, text, etc.).
Some products (plate types, disabled ID cards, etc.) have eligibility requirements.
Passed emissions tests are recorded as a prerequisite to registration renewal.
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RFI 0813-DMV - DMV Business Process System Solutions
Driver License/ID Processing and Issuance
This system must accommodate the processing of our driver licenses and identification cards. This
system may be a complete replacement of our current processing system. It will need to be able to
process the complete variety of tasks inherent to processing, issuance, renewal, suspension, revocation,
disqualification and cancellation of all driver licenses, identification and credentialing products. Some
features unique to Wisconsin DMV include:
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Both REAL ID compliant and non-compliant products are issued.
Wisconsin DMV utilizes central card production and mailing of DL/ID products but also has a
back-up print facility in central office that allows ‘emergency’ printing of products.
Skill and knowledge tests need to be scheduled, administered and tracked.
A web-based scheduling system is used for skills tests; additional web-based appointment
scheduling is desirable.
We must be able to view a complete driver history.
The future trend towards DL/ID products serving as identity documents must be supported.
Financial Management
This system must be capable of managing and tracking all financial transactions related to the issuance
of products or payment of fees. This system will need to process payments and refunds and reconcile all
money received and reallocate according to a complex fee structure. It will need to have the ability to
track and audit activities, detect and monitor fraud and correct errors. Some of Wisconsin DMV’s unique
features include:
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Payments and refunds are often posted to multiple products, services and customers.
Payments must be associated to specific products or customers.
Our financial system must interface with State banking system ‘lockbox’ processing.
Our financial system must interface with ERP and our State banking system.
Point of sale cash manager must accept multiple payment types within a single transaction.
Transaction history and reporting must be customizable and easy to view.
Motor Carriers
This system must fully support the processing, issuance, renewal and auditing of motor carrier products
in accordance with the International Registration Plan (IRP) and International Fuel Tax Agreement (IFTA)
and funds netting via the IRP and IFTA clearinghouses. Wisconsin DMV also has the following motor
carrier functions:
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A homebuilt CVIEW (Commercial Vehicle Information Exchange Window) system is used to
display motor carrier information.
The Indiana portal is used to receive Unified Carrier Registration payments for Wisconsin
carriers.
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RFI 0813-DMV - DMV Business Process System Solutions
Wisconsin DMV issues intrastate for-hire operating authority and receives motor carrier
insurance certifications.
Wisconsin DMV complies with HVUT (Heavy Vehicle Use Tax) requirements.
Wisconsin DMV issues oversize and overweight permits.
Business Licensing
This system must accommodate the issuance of business licenses. It must be able to process the
complete variety of tasks inherent to processing, issuance, refusal, suspension, revocation and
cancellation of licenses for business such as vehicle dealers and salespersons, vehicle auctions, driver
training schools and instructors, traffic safety schools and instructors, etc. An acceptable system would
also include the ability to track the various inspections and audits required of these businesses and to
allow web-based application by the customer.
Interfaces
Any solution must successfully interface with other systems or solutions in order to meet our needs. If
your solution is not an integrated solution that meets all of our needs, please provide information on
how your product can interface with other products or vendors. For example, a successful customer
relationship manager (CRM) would be required to interface with systems that provide customer contact
information, correspondence creation and tracking, and document images. Wisconsin DMV also uses
many 3rd party vendors to accomplish its business (such as AAMVA, SSOLV, CDLIS, etc.) This requires
interfacing with many national solutions, which are listed in the background information section.
Core Functionality
Wisconsin DMV has identified a number of core functions that will be required, to provide continuously
improving service to our customers in an increasingly efficient manner. The following functional areas
will need to be accommodated by any system(s) Wisconsin DMV uses. There is also significant need for
interaction between these systems to provide the full range of functionality that we desire. Each
functional area is listed below with a brief description; we have not provided a high level of detail, as we
seek responses that show the full range of available solutions.
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Customer Relationship/Interaction Manager (CRM): A system to conveniently manage, track
and display all customer contacts. Referred to as the “360° View of the Customer” the system
will need to integrate information from phone, correspondence, document imaging and
workflow systems to show all variety of interactions with customers.
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Customer Management: Ability to easily manage and change customer information such as
name, address, etc. Wisconsin DMV plans to continue to use a customer-centric system where
all products would be tied to unique customers. This system would need to integrate with all
other systems that make use of customer information. Such a system would also need to store
and display a history of customer profile changes.
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RFI 0813-DMV - DMV Business Process System Solutions
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Document Management and Imaging: A system to electronically scan, import, store and display
documents. This system needs be compatible with workflow management and distribution to
enable ‘upfront imaging’, which will require the ability to capture check images, deposit
payment, and associate these payments to the application documents. Utilization of optical
character recognition may increase the value of this system. The ability to interface with the
correspondence and composition system and the customer relationship/interaction manager is
also necessary.
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Workflow Management and Distribution: A system to route electronic documents and
applications to different work areas throughout the state, including remote sites with limited
network bandwidth, while maintaining associated payment and processing information. It must
allow for multiple processors to retrieve work from centralized queues according to priority and
role assignments and retain audit information on where and when a document was handled. It
must also be able to provide reporting on application quantities and processing delays. This
system will need to interface with the Document Management and Imaging, CRM and
Correspondence systems.
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Document Correspondence and Composition: A system to create manage, store and track
correspondence including letters, email and any future types of correspondence. It will need to
integrate with our processing system to populate information, our document management
system for storage and our CRM system to allow display of correspondence as a customer
contact.
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Knowledge Management: A method to consolidate and display detailed information on
business rules and processes. This system needs to allow information to be searchable and
easily located as well as provide for historical information on changes over time.
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Quality Assurance: Support for quality assurance efforts, including reporting, tracking and
auditing as well as fraud detection and monitoring.
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Access Control/Privilege Manager: Ability to manage and supply consistent access and security
across all systems and subsystems while limiting the need for multiple logons.
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Data Warehouse and Reporting: Ability to capture, aggregate, analyze and report data across
various systems.
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Inventory Management: Ability to facilitate inventory management of our license plates,
stickers and decals, as well as forms and other documents across multiple locations throughout
the state, including CSCs and 3rd party agents. It will need to allow ordering and tracking of
inventory as well as provide reporting and analysis of this usage to aid in fraud detection and
usage predictions. It will also need to interface with the processing system to reconcile usage
with issuance.
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eForms: Ability for customers to complete and submit forms electronically
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RFI 0813-DMV - DMV Business Process System Solutions
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Business Rule Management: Ability to easily manage and change logic of business rules,
calculations and fees. This system will also need to integrate and manage these business rules,
calculations and fees across multiple other processing systems.
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Integration management: Ability to aid in the easy integration of a variety of DMV systems. The
system should manage the exchange of data with a variety of computer systems including
internal DMV systems, other state agencies, other states, the federal government and private
businesses.
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Case Management: Ability to collect and track information regarding all interactions, issuance of
orders and other actions involving customers and their privileges
Vendor Response
Company Information
1. Please provide full information about your company. Include, but do not limit your information
to such topics as how long you have been in business, your financial soundness, the rate of
growth and how this growth is managed, the experience and turnover rate of your operational
staff, information on your parent company (if such exists), and how many mergers/acquisitions
your company has been involved in.
2. Briefly summarize the scope of relevant products and services that your company provides.
3. Provide contact name(s) and contact information for questions Wisconsin DMV may have
regarding your company’s response to this RFI.
4. Wisconsin DMV is a governmental unit. If possible provide a list of recent governmental clients
now using solutions you have provided and contact information for each. Please indicate the
types of products used by these governmental clients and how they relate in size, scope, and
complexity to the product you are recommending here.
5. Provide information on the success rates of similar implementations your company has
performed and information on the lessons learned from other less-successful implementations.
Please include information on whether such implementations proceeded within the timeframes
and budgets originally proposed.
Product Information
1. Please provide complete information on the form your product/service can take (owned,
hosted, or combination, etc.)
2. Please describe the system requirements for your solution set including, but not limited to:
web/database/application servers (OS, CPU and required software), server and desktop
hardware requirements, databases supported, application development environment
supported, amount of storage required for a typical installation, etc.
3. Describe the general technology architecture (host environment, web services, database, etc.)
of your product suite.
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RFI 0813-DMV - DMV Business Process System Solutions
4. List all desktop operating systems and browsers supported along with your company’s policy for
incorporating new versions of each.
5. Describe in sufficient detail how your solution interfaces with other systems.
6. Explain how your solution will securely accommodate a unique user single sign-on that will
reduce the number of times credentials need to be entered to access applications.
7. Describe your solution’s complete reporting capabilities and/or describe how your product
interfaces with other off the shelf report generators.
8. Identify the system solution's storage processes, back-up storage processes, and security
measures to ensure that personal information is not compromised or removed by employees.
Where relevant, do these security measures comply with REAL ID requirements?
9. Describe how your product would handle Wisconsin DMV’s unique business requirements,
including:
a. Does your product support unique business needs and flexibility via customization or
configuration?
b. How would you support/manage Wisconsin DMV specific customizations?
c. How would your product be flexible enough to adapt to legislative mandates. Would
this require vendor modifications or modifications performed by State employees?
d. Is the database that supports your product customizable?
10. Describe how would you handle a data conversion (if necessary) from our current systems to
your product.
11. Describe the staffing, roles, responsibilities and time requirements that Wisconsin DMV will
have to provide to install and possibly maintain the operation of your product based on the
various forms your solution sets can or may take. Include day-to-day operational maintenance
as well as application upgrade time requirements.
12. Describe the testing, technical support, and maintenance services provided by your company.
13. Please provide a list of potential problems/risks that the State may encounter if it adopts your
solution. Please provide any ideas or suggestions about how such problems/risks could be
mitigated and how they should be addressed in a solicitation.
14. Describe your plan in supporting past, current and future desktop and server operating systems.
What operating systems and other standard system software products do you support/utilize?
What is the typical process for applying security patches and or other upgrades to new releases
of future operating system or other system software upgrades?
15. Please provide a full description of your product/service’s lifecycle and roadmap including
frequency of upgrades, updates and/or patch/bug fixes.
16. Please provide information regarding the transaction volumes of which your system is capable
along with examples where it is being used to its maximum potential.
17. Describe the standard warranty and post implementation support available for your solution.
What actions might void a warranty? How is your support provided?
18. Describe any ownership limitations once the product is installed and operational?
19. Please provide an estimate of time it takes to move from contract signing to full production
mode for your product/service given our size and complexity.
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RFI 0813-DMV - DMV Business Process System Solutions
20. Please provide information on how your company approaches training and what assistance you
would provide.
21. Please provide information on a possible phased approach to converting to your product/system
or whether a one-time conversion is the preferred approach.
Pricing Structure/Methodology
NOTE: Do not provide specific pricing or documents which contain specific pricing. Do, however,
provide some general price points/levels regarding your solution and what alternatives you have for
licensing of your product.
1. Provide the company or industry model used for pricing in your response. Discuss the model
used for services, products, training and support over the life of your solution set on a year by
year base.
2. Describe your possible methods for products/services acquisition and for price increases, for
invoicing, and payment. Do you offer leasing and if so, how? Do you offer governmental pricing
schedules? If so, what are they?
3. In your experience with governmental entities, what has been the hard dollar cost savings
resulting from the implementation and operation of your recommended solution over its
lifecycle on a year by year basis?
4. What services or products might fall outside of the typical contract that might be charged
separately?
COMPANY/ORGANIZATION NAME
Name the person to contact for questions concerning this proposal.
Name
Phone
FAX
Address
City
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Title
Toll Free Phone
Email Address
State
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Zip + 4
REFERENCES
Provide company name, address, contact person, telephone number, and appropriate information on
the product(s) provided to customers similar to those requested in this document.
Company Name:
________________________________________________________________________
Address (include Zip + 4) ___________________________________________________________________
Contact Person _____________________________________ Phone No. __________________________
Email Address:
__________________________________________________________________________
Product(s) Used and/or Service(s) Provided: ____________________________________________________
Company Name:
________________________________________________________________________
Address (include Zip + 4) ___________________________________________________________________
Contact Person _____________________________________ Phone No. __________________________
Email Address:
__________________________________________________________________________
Product(s) Used and/or Service(s) Provided: ____________________________________________________
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RFI 0813-DMV - DMV Business Process System Solutions
Company Name:
________________________________________________________________________
Address (include Zip + 4) ___________________________________________________________________
Contact Person _____________________________________ Phone No. __________________________
Email Address:
__________________________________________________________________________
Product(s) Used and/or Service(s) Provided: ____________________________________________________
Company Name:
________________________________________________________________________
Address (include Zip + 4) ___________________________________________________________________
Contact Person _____________________________________ Phone No. __________________________
Email Address:
__________________________________________________________________________
Product(s) Used and/or Service(s) Provided: ____________________________________________________
DESIGNATION OF CONFIDENTIAL AND PROPRIETARY INFORMATION
List below any of the sections of the response deemed to be confidential or proprietary.
Section #
Page #
Topic
Submitting a Response
Submit one (1) hard copy and one (1) electronic version (on CD, DVD, or USB flash drive) to:
U.S. Mail:
Purchasing
WI Department of Transportation
4802 Sheboygan Ave., Room 751
PO Box 7396
Madison, WI 53707-7396
UPS, Fed Ex, etc.:
Purchasing
WI Department of Transportation
4802 Sheboygan Ave., Room 751
Madison, WI 53705
If you choose to hand deliver your response be aware of increased building security and that access to
WisDOT offices is restricted. Allow time for security clearance to room 751.
All responses are due by September 24, 2013 at 4:00 PM CT.
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