WISCONSIN DEPARTMENT OF TRANSPORTATION
DRIVER LICENSE/IDENTIFICATION CARD ISSUANCE AND PRODUCTION - REQUEST FOR INFORMATION
State of Wisconsin
Department of Transportation (DOT)
Request for Information (RFI)
Driver License/Identification Card Issuance and Production
0423-DMV
Issue Date: April 23, 2013
Responses Due: May 14, 2013 at 4:00 P.M. 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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WISCONSIN DEPARTMENT OF TRANSPORTATION
DRIVER LICENSE/IDENTIFICATION CARD ISSUANCE AND PRODUCTION - REQUEST FOR INFORMATION
Purpose of the Request for Information
This Request for Information (RFI) represents an effort by the Wisconsin State Department of
Transportation and does not involve any other Department or Agency. The primary purpose of this RFI
is to gain contemporary knowledge to assist in the development of a Request For Proposal (RFP) to
facilitate issuance of Wisconsin driver license and identification card products. This system is expected
to be integrated with WisDMV web services, mainframe, and customer flow system. The State of
Wisconsin invites all interested parties to submit a written response to this Request for Information.
Vendors are being asked to provide complete information on equipment, software, and services your
company offers to facilitate the capture, storage and retrieval of a digitized signature and a digitized
image of an individual, along with specified demographic information, which can be stored efficiently
and retrieved rapidly through various access points. The solution must include ability to utilize facial
recognition. The solution must be able to accept centralized batch print requests, and produce and mail
highly secure credentials from a centralized production facility and must support defined web services
interfaces for integration with other DMV applications.
The information gained from this RFI may be used in the development of a competitive procurement
process, leading to the selection of a contractor that is best suited to provide the solution set that meets
the Department’s requirements. DOT wants to look at all possible solution sets to meet our needs for
credential issuance and production. Please include a full description of your processing system and
integration model.
DOT would also like to learn about any solutions offered that may allow WisDMV to make use of
customers completing forms in advance of an in-person visit, using bar code readers to capture
machine-readable information, and any optical character recognition (OCR) software available to
expedite application processing.
DOT may request demonstrations from responding vendors for the purpose of collecting additional
information and/or answering questions regarding WisDMV’s current business model. Invitations will
be extended to vendors subsequent to the receipt of responses. The demonstrations will be conducted
before a multi-Divisional committee in Madison, Wisconsin.
This RFI is for informational purposes only, and it does not serve as a substitute for the request for
bids/proposal process. This RFI will not result in a contractual relationship. No purchases will be made
based on responses to this RFI.
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WISCONSIN DEPARTMENT OF TRANSPORTATION
DRIVER LICENSE/IDENTIFICATION CARD ISSUANCE AND PRODUCTION - REQUEST FOR INFORMATION
Submitting a Response
Submit five (5) hard copies 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 May 14, 2013 at 4:00 PM CDT.
Terms and Definitions
CSC
- Customer Service Center
DL/ID
- Driver License/Identification Card
DMV
- Division of Motor Vehicles within DOT
WisDMV
- Wisconsin Division of Motor Vehicles
DOT
- Wisconsin Department of Transportation
RFB
- Request for Bid
RFI
- Request for Information
RFP
- Request for Proposal
State
- State of Wisconsin
Background and Current Operation
The Bureau of Field Services (BFS) functions within the Wisconsin Department of Transportation (DOT),
Division of Motor Vehicles (DMV).
BFS operates in 92 locations across the state. 30 Customer Service Centers (CSC’s) offer a wide range of
services from issuing driver licenses and identification cards to registering autos, trucks and heavy
vehicles and issuing plates. These offices operate 5 days a week and are open to the public
approximately 40 hours during the week Monday through Friday only. DMV has an additional 51 CSC’s
that operate in the range of 20-40 hours per week. These offices have limited services that can include
identification and driver license related services. The limited service offices are open 2-5 days per week
with one office open on Saturdays. The full service and limited service CSC’s have permanent IT
equipment and furniture installed. The remaining 11 locations are typically located within a public space
such as a library or community center. Teams carry mobile equipment to these locations, and set-up on
site. These locations may be visited a few times per month or as little as once every 3 months for a few
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WISCONSIN DEPARTMENT OF TRANSPORTATION
DRIVER LICENSE/IDENTIFICATION CARD ISSUANCE AND PRODUCTION - REQUEST FOR INFORMATION
hours per visit. These locations are visited either on a Tuesday, Wednesday or Thursday. Services
offered are typically the same as the limited CSC’s.
BFS consists of approximately 400 staff with the majority working in the CSC’s assisting customers. In
2012, BFS CSC customer service representatives processed over 1.2 million identification and driver
related credentials.
DOT Desktop Environment
DOT currently utilizes Lenovo desktops and laptops, Windows 7 Pro operating system and Internet
Explorer 8.
Current Image Capture Workstation Environment
PC – Dell Optiplex 760 Pentium Dual Core, 2MB Memory (2) 80GB hard drives
Keyboard/Mouse/Monitor
Fingerprint Capture Device for Staff Logon – DigitalPersona Finger Print Unit
Signature Pad – Verifone MX870
Camera and Flash Unit Tower
Supplemental Hardware Integrated with DL/ID Issuance System
B-5000 Authentication units with E-seek devices and RFID readers
Fujitsu ADF Scanners (fi-6140)
Canon CanoScan Flatbed Scanners (LiDE 700F)
DMV Current Environment
DMV requires that a photo be taken of any DL/ID (driver license/identification card) applicant before
arriving at a counter for service for possible issuance of a product (photo-first). Customers wishing to
take a knowledge test are not currently considered applicants until they pass the designated test(s).
Customers taking a skills test are currently not part of the flow process until they pass their test.
In “ticketed” offices, a customer starts at the information desk where it is determined what services are
needed. If the service is DL/ID related, the customer service representative requires the customer’s
name and date of birth to enter into the queuing system. If the customer physically has a DL or ID, the
customer service representative will use a 2-D bar code reader to retrieve the data from the card. The
customer will be handed a ticket with their name, service requested, date, time and office location. If
the DL/ID service is not related to a knowledge test, the customer will be directed to the photo waiting
area for their name or ticket number to be called by a customer service representative.
In ticketless offices (which typically have much lower volumes) customers will wait in a line before
getting to a counter. The customer service representative will determine what services the customer
needs. If the service is DL/ID related, the customer service representative requires the customer’s name
and date of birth to enter into queuing program. If the customer physically has a DL or ID, the customer
service representative will use the 2-D bar code reader to retrieve the data from the card. The customer
service representative and customer will take a few steps over to the camera to have their picture taken
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WISCONSIN DEPARTMENT OF TRANSPORTATION
DRIVER LICENSE/IDENTIFICATION CARD ISSUANCE AND PRODUCTION - REQUEST FOR INFORMATION
and will then return with the customer service representative back to the same counter for further
processing.
WisDMV has an eight (8) year renewal cycle, and issues approximately 1.2 million credentials per
calendar year.
All DL/ID products in Wisconsin are printed from a central location and mailed to the customer. The
customer receives a printed receipt that is valid for 45 days. Customers typically receive their product in
less than 10 business days. There is one in-house over-the-counter printer for temporary emergency
credentials.
WisDMV allows the WI Department of Corrections to capture Identification Card applicant images and
signatures, and make them available to the image server via FTP. WisDMV completes processing, and
credentials are mailed directly to the correctional institution for persons scheduled for release.
Wisconsin is a REAL ID compliant state as of January, 2013. MorphoTrust’s “ID Suite” application is
currently being used to verify the customer at the counter by retrieving the photo that was taken earlier
in the process. ID Suite is also used during the issuance process to scan and store the customer’s
identity documents. MorphoTrust is currently the vendor for the image capture workstations and
document authentication equipment. There are currently more than 16 million images
(photo/signature) on the image server.
“DMV Suite” is DMV’s internal application used for issuance of DL/ID and vehicle products. DMV Suite,
the queuing system and ID Suite communicate using web services to provide information to initialize the
issuance process for a product being requested by the customer.
Wisconsin has the following card classifications:
Driver License Regular (Adult and Minor)
Commercial Driver License (Adult and Minor)
Probationary Driver License (Adult and Minor)
Occupational Driver License (Adult and Minor)
Instruction Permit (Adult and Minor)
Identification Card (Adult and Minor)
Motorcycle Only (Adult)
Special Restricted (Adult)
Juvenile Restricted (Minor)
Restriction Card (Adult and Minor)*
* A “Restriction Card” is held in addition to a regular license. This card is a continuation of any driving
restrictions, which did not fit onto the primary product.
All card types are available in both REAL ID - compliant and REAL ID - noncompliant.
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WISCONSIN DEPARTMENT OF TRANSPORTATION
DRIVER LICENSE/IDENTIFICATION CARD ISSUANCE AND PRODUCTION - REQUEST FOR INFORMATION
DOT supports multiple levels of environments: Development, System Test and Acceptance as well as
Education and Production. DOT requires that applications move through the various environments for
thorough testing before rolling out to Production. DMV maintains a mock office for both ticketed and
ticketless processes. This includes duplication of all hardware and software used in the DMV CSC’s. All
testing goes through the mock office before going into production.
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 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 Driver License/Identification Card products and services that
your company provides.
3. Provide contact name(s) and contact information for questions the DOT 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 the solution you are recommending and contact information for each.
Product Information
1. Provide a detailed description of the vendor digital image capture and card production process.
2. Describe how the respondent's system solution compensates for applicants of various
complexions, hairstyles, and facial features with inconsistent lighting conditions.
3. Describe the respondent's system solution for interfacing with the WisDMV environment so that
the digital image and signature process is a component of the application process already in
production. Please include an overview of the facial recognition process (1:1 and 1:N).
4. Detail how the respondent's system ties the applicant's demographic data to the captured
digital facial and signature images.
5. Describe how the respondent's system stores facial and signature images. What redundancies
are built in to mitigate outages or loss of data?
6. DOT does not want its staff to create new accounts (ids and passwords) or manage a new id and
password, when interacting with the DL/ID production process. Explain how your system will
accomplish this goal.
7. Describe how the respondent's solution/system addresses the card design standards required
for REAL ID credentials. Please include an overview of security features (levels 1, 2 and 3)
offered.
8. Identify the system solution's storage processes, back-up storage processes, and security
measures at the contractor's production facility to ensure that demographic and photo
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WISCONSIN DEPARTMENT OF TRANSPORTATION
DRIVER LICENSE/IDENTIFICATION CARD ISSUANCE AND PRODUCTION - REQUEST FOR INFORMATION
9.
10.
11.
12.
13.
14.
15.
16.
17.
identities and DL card materials are not compromised or removed by employees. Do these
security measures comply with REAL ID requirements?
Describe the staffing, roles, responsibilities and time requirements that DOT 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.
Describe your solution’s complete reporting capabilities. Describe how your product interfaces
with other off the shelf report generators.
Describe the testing, technical support, and maintenance services provided.
Describe the standard warranty and post implementation support for your solution. What
actions might void a warranty? How is your support provided?
Please provide a close estimate of time it takes to move from contract signing to full production
mode for your product/service given our size and complexity; please provide a timeline
breakdown of the specific tasks necessary.
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.
Describe your plan in supporting past, current and future 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?
Please provide a full description of your product/service’s lifecycle and roadmap including
frequency of upgrades, updates and/or patch/bug fixes.
Describe the general technology architecture (host environment, web services, database, etc.)
of your product suite.
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WISCONSIN DEPARTMENT OF TRANSPORTATION
DRIVER LICENSE/IDENTIFICATION CARD ISSUANCE AND PRODUCTION - REQUEST FOR INFORMATION
COMPANY/ORGANIZATION NAME
Name the person to contact for questions concerning this proposal.
Name
Phone
FAX
Address
City
(
(
)
)
Title
Toll Free Phone
Email Address
State
(
)
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: ____________________________________________________
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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WISCONSIN DEPARTMENT OF TRANSPORTATION
DRIVER LICENSE/IDENTIFICATION CARD ISSUANCE AND PRODUCTION - REQUEST FOR INFORMATION
DESIGNATION OF CONFIDENTIAL AND PROPRIETARY INFORMATION
List below any of the sections of the response deemed to be confidential or proprietary.
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