Template T-1 Cover Letter and Executive Summary Response Template
RFP #: SP-18-0132 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-1 – Cover Letter and Executive Summary
Table of Contents
1.0 PROPOSAL SIGNATURE PAGE ...... 3 2.0 Executive Summary ...... 4 3.0 Prospective Contractor Contact Information ...... 9 3.1 Subcontractor Contact Information (If applicable) ...... 9 4.0 Minimum Mandatory Qualifications ...... 11
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1.0 PROPOSAL SIGNATURE PAGE
Type or Print the following information.
PROSPECTIVE CONTRACTOR’S INFORMATION Company: MV Solutions, Inc. Address: 723 University Village Dr. PO Box 542 City: State: SC Zip Code: Blythewood I I I 29016 Business ☐ Individual ☐ Sole Proprietorship ☐ Public Service Corp Designation: ☐ Partnership ☒ Corporation ☐ Nonprofit
Minority and ☒ Not Applicable ☐ American Indian ☐ Asian American ☐ Service Disabled Veteran Women- Owned ☐ African American ☐ Hispanic American ☐ Pacific Islander American ☐ Women-Owned Designation*: AR Certification #: ______* See Minority and Women-Owned Business Policy
PROSPECTIVE CONTRACTOR CONTACT INFORMATION Provide contact information to be used for bid solicitation related matters.
Contact Person: Shawn Goff Title: President
Phone: 803-726-9923 Alternate Phone: 803-240-9612
Email: [email protected]
CONFIRMATION OF REDACTED COPY ☒ YES, a redacted copy of submission documents is enclosed. ☐ NO, a redacted copy of submission documents is -not enclosed. I understand a full copy of non-redacted submission documents will be released if requested. Note: If a redacted copy of the submission documents is not provided with Prospective Contractor’s response packet, and neither box is checked, a copy of the non-redacted documents, with the exception of financial data (other than pricing), will be released in response to any request made under the Arkansas Freedom of Information Act (FOIA). See Bid Solicitation for additional information.
ILLEGAL IMMIGRANT CONFIRMATION
By signing and submitting a response to this Bid Solicitation, a Prospective Contractor agrees and certifies that they do not employ or contract with illegal immigrants. If selected, the Prospective Contractor certifies that they will not employ or contract with illegal immigrants during the aggregate term of a contract.
ISRAEL BOYCOTT RESTRICTION CONFIRMATION
By checking the box below, a Prospective Contractor agrees and certifies that they do not boycott Israel, and if selected, will not boycott Israel during the aggregate term of the contract. ☒ Prospective Contractor does not and will not boycott Israel.
An official authorized to bind the Prospective Contractor to a resultant contract shall sign below. The signature below signifies agreement that any exception that conflicts with a Requirement of this Bid Solicitation will cause the Prospective Contractor’s proposal to be rejected.
Authorized Signature: Title: President Use Ink Only.
Printed/Typed Name: J Shawn Goff Date: ______State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-1 – Cover Letter and Executive Summary
2.0 Executive Summary Instructions: Provide a brief (three [3] to five [5] page) summary of the key aspects of the Prospective Contractor’s Technical Proposal. The Executive Summary should include an overview of the Prospective Contractor’s qualifications, approach to deliver the services described in the RFP, time frame to deliver the services, proposed team and advantage of this Proposal to DFA.
The Arkansas (AR) Department of Finance and Administration (DFA), is seeking a fully functional turn-key statewide online motor vehicle insurance verification and processing system. MV Solutions, Inc. (MVS) is offering a proven, best-in-class, commercial-off-the-shelf (COTS) insurance verification solution (MVS IVS) that provides all system functions and services required by DFA.
MVS is the industry leader in online insurance verification systems. No other vendor has the breadth of experience, depth of knowledge, and proven track record that MVS offers. MVS has been providing insurance verification systems since 2006 and has eleven (11) successful implementations: Alaska, the District of Columbia, California, Connecticut, Illinois, Louisiana, Montana, Oklahoma, Rhode Island, South Carolina, and Wyoming. The resources proposed for this engagement which are identified in Template 3 are the same resources used to implement all MVS IVS implementations. The MVS team will be led by Shawn Goff (President, MVS) who will serve as the Project Manager. Saurabh Mittal (CEO, MVS) will serve as the Technical Architect. Both Mr. Goff and Mr. Mittal will be actively engaged with this project throughout its duration, lead the onsite kickoff meeting and requirements sessions, and available to the State at any time.
MVS IVS verifies more than 33,000,000 vehicles nationally and processes more than 1,000,000 transactions per month. MVS IVS has been successfully implemented in as little as three (3) months. This will not be a new development for MVS. MVS IVS is a COTS solution that meets all RFP requirements – all system components and services required by DFA have already been proven in other jurisdictions. The same non-compliance letter process identified in the RFP is currently used by MVS IVS jurisdictions, with enhancements such as sophisticated business logic, automated monitoring, the most comprehensive Web Portal, and electronic compliance reporting.
MVS IVS utilizes electronic compliance reporting through the Web Portal which minimizes calls and paperwork, and improves customer service. If a customer receives a non-compliance letter but the vehicle is insured, insurance companies and agents will be able to verify insurance using a real-time Web Portal transaction. For non-insurance compliance (inoperable vehicle, seasonal use, military waiver, etc.), the Citizen or the MVS Contact Center can update the record using the MVS IVS Web Portal. By utilizing electronic compliance reporting, the lengthy and complex process of attempting to validate insurance information supplied by citizens is not required. This process is currently used in several MVS IVS jurisdictions.
MVS IVS has been very effective in reducing the uninsured rates in the jurisdiction where it has been implemented. For example, MVS has been able to cut the uninsured rate by 50% in Rhode Island and lowered it from 26% to only 5% in South Carolina.
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The MVS Advantage
• The leading online insurance verification vendor in the country (11 implementations and still supporting 10 of them). • Currently verifying insurance for more than 33,000,000 vehicles – More than any vendor. • The most experienced implementation team for insurance verification systems. • The resources proposed for this engagement are the same resources used to implement all MVS IVS implementations. The most experienced Project Manager. • Simplified corporate structure – MVS is equally owned and operated by Shawn Goff, President and Saurabh Mittal, CEO. • Decision makers will be present and actively involved with this engagement. Mr. Goff and Mr. Mittal are actively involved with day-to-day operations and personally oversee each implementation. • No subcontractors required – MVS can perform all contract tasks. • The highest client satisfaction rating of any other Vendor - as evident by MVS’ continued relationships with these jurisdictions with several systems currently supported for more than 10 years. • Connected to more than 1,000 different insurance companies, including all national insurance companies (351 of the 406 insurance companies provided in Attachment A - over 86%). More than any other Vendor. • Generating more than 45,000 noncompliance letter records per month. MVS will be generating an additional 75,000 per month in IL. • Currently supporting more than 20,000 Web Portal users. • The only Vendor with a COTS solution 100% based on the IICMVA model (BOB and Web Services). No proprietary BOB format. • More experience implementing the IICMVA model than any other vendor.
• The only Vendor with a COTS solution that meets all RFP requirements currently in production. • The only Vendor with electronic compliance reporting by Insurers and Agents – no customer supplied insurance information. • The only Vendor that has gone live with a jurisdiction using the IICMVA model in three (3) months. • MVS IVS has had no unscheduled downtime or service interruptions in the 12 years it has been running. • Real-time matching and insurance verification achieving matching rates up to 98%. • Utilizing more than 100 different automated monitoring tools with email/text notification.
5 of 11 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-1 – Cover Letter and Executive Summary
The following process flow provides an overview of the MVS IVS process for sending non- compliance letters to registered vehicle owners in AR with no associated insurance policy:
Insurance Companies
1. Insurers send weekly BOB data and make Web Service available
DFA System Insurance Verification System (MVS IVS) ~7
2. DFA sends ~ 3. Insurer Data matched Registration data V with AR Registration Data
~~
4b. Insurance Policy I 4. Unmatched Records vi 4a. Insured Vehicle File Info Updated l"J Flagged for reverification I ~~ 12. DFA suspends registration for 5. Flagged records re- verified after 30 days uncleared.. records 15 ~ays
11. Record Status/ vi 10. Record Status/Letter /l 6. Unmatched records Letter Updated l"J Update ~ included in letter campaign .i~
...~ ...~ [81
Notice Citizens
8. Insurance ~ 7.a. If insured, citizen Insurance company/agent ~ ~ ~ contacts insurance Compliance submits policy to company/agent MVS IVS Web Portal Insurance Companies and Agents Non-Insurance Compliance 7.b. Citizen updates the - ...... MVS IVS Web Portal CJ). OR ,,,,: ~ ~ ~ ~ 9. MVS Call Center / personnel update ... 7.c. Citizen contacts ...... ~ records on MVS IVS MVS Contact Center Web Portal MVS Call Center
6 of 11 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-1 – Cover Letter and Executive Summary
Step 1: Insurance Company Reporting MVS IVS will require weekly book of business (BOB) files and web services for real-time verification from all licensed Arkansas Insurance Companies. MVS IVS will utilize the IICMVA model for BOB reporting and web services in order to minimize impact to insurance companies. Insurance companies will be required to submit weekly BOB files. Smaller insurance companies will also have the option of reporting BOB data through the MVS IVS Web Portal.
Step 2: Registration Data Extract MVS recommends a full registration extract containing all AR registered vehicles required to maintain liability insurance. This file can be provided monthly, daily, or weekly.
Step 3–5: Insurance Verification Process AR registration data will be matched against the MVS IVS insurance database using MVS’ cascading Data Matching Algorithm and business rules engine. Insurance policies included in insurance company BOB files and matched to AR registered vehicles will be provided to DFA by MVS IVS in a response file. Active registrations that cannot be matched to the insurance information provided by insurance companies will be broadcast against available insurance company web services. Vehicles that do not appear in the BOB files and cannot be verified through web services are flagged in the MVS IVS database for re-verification. MVS IVS will randomly select a subset of uninsured vehicles for the daily re-verification process. This process will be configured to generate 450,000 non-compliance letters in the first year. The MVS IVS verification process runs daily. Uninsured vehicles randomly selected will be re-verified in thirty (30) days. On the 30th day MVS IVS will attempt to re-verify the selected vehicle. Vehicles that do not appear in the BOB files, still qualify for verification, and cannot be verified through web services will be included in the non-compliance letter process. The pool of uninsured will shrink as vehicles become insured over time and all of the estimated 450,000 uninsured vehicles are captured in the non-compliance letter process the first year. MVS IVS can identify uninsured vehicles through insurance policy cancellations. Following insurance cancellations identified by MVS IVS, selected vehicles will be flagged for verification in 30 days. If insurance cannot be verified and the vehicle is still subject to insurance verification on the 30th day, the vehicle will be included in the non-compliance letter process.
Step 6: Letter Campaign MVS IVS will generate non-compliance letters daily. This process can be configured to run every calendar or business day. MVS will be responsible for generating the non-compliance letters, and mailing the letter to the customer. The MVS IVS nightly batch routine will generate a file containing all non-compliance letter records generated for the day which will be sent to the designated DFA system. The DFA system will update the appropriate system records to reflect the pending suspension related to the non-compliance letter generated by MVS IVS. At this point the DFA system is the system of record. All compliance updates received by MVS IVS will be updated to the DFA system.
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Step 7-9: Compliance Process If a customer receives a non-compliance letter, but the vehicle is insured (commercial, out of state policy, VIN error, etc.), the letter will instruct the customer to contact his/her insurance company or agent. Through the MVS IVS Web Portal, insurance companies and agents licensed in AR will have secure access to an electronic compliance transaction. This process will allow insurance company and agent users to supply insurance policy information, identify a VIN error, or identify the vehicle as inoperable or seasonal use in order to stop the DFA suspension process. For non-insurance compliance options (inoperable vehicle, seasonal use, military waiver, etc.), the customer may respond electronically through the MVS IVS Web Portal. Customer can also respond directly to MVS by completing the appropriate section of the letter or contacting the MVS IVS Contact Center where MVS personnel can update compliance information using the MVS IVS Web Portal.
Step 10-11: Record Status/Letter Update Compliance information submitted through the MVS IVS Web Portal by insurance agents, companies, citizens and MVS Contact Center personnel will be updated in the MVS IVS database in real-time. Compliance information in MVS IVS must be transmitted to DFA in real- time in order to update the suspension status and compliance information. A real-time compliance web service and/or daily file transfer will exist between MVS IVS and the DFA in order to communicate this compliance information to DFA.
Step 12: DFA Suspension DFA will suspend the registration of uninsured vehicles identified through the non-compliance letter process for whom compliance information was not received within the required time frame.
8 of 11 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-1 – Cover Letter and Executive Summary
3.0 Prospective Contractor Contact Information Instructions: Complete the following information regarding the Prospective Contractor’s organization. Do not change any of the completed cells. Any changes to the completed cells could lead to the rejection of the Proposal.
Table 1. Prospective Contractor Information
COMPANY HEADQUARTERS INFORMATION:
Company Size: 25
Annual $4,044,666.64 Revenue: PROSPECTIVE CONTRACTOR ORGANIZATION PROFILE
Name of Parent Company MV Solutions, Inc.
% of Revenue from State and 100% Local Government Clients in the United States
Number of Years in Business 12
Number of Years Prospective 12 Contractor has been Providing the Type of Services Specified in the RFP
Number of Employees 25 Providing the Type of Services Specified in the RFP
3.1 Subcontractor Contact Information (If applicable) Instructions: Complete the following information regarding the subcontractor’s contact information. If more than one subcontractor is proposed, add more Tables as necessary. Do not change any of the completed cells. Any changes to the completed cells could lead to the rejection of the Proposal. No subcontractors will be used. Table 2. Subcontractor Contact Information
COMPANY INFORMATION: Company Name: NA Address:
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City, State & Zip
Code: Company Type Private Public (Check One): D D Company Size: (Total Number of Employees) Annual
Revenue: PRIMARY CONTACT INFORMATION: Name: Title: Address: City, State & Zip
Code: Phone: Fax: E-mail: SUBCONTRACTOR ORGANIZATION PROFILE Headquarters Location Date Founded Services to be Provided Experience of Subcontractor in Performing the Services to be Provided Brief Description and Number of Projects that Prospective Contractor has Partnered with this Subcontractor on Locations Where Work is to be Performed
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4.0 Minimum Mandatory Qualifications The Prospective Contractor must provide clear, compelling justification that it meets all of the Minimum Mandatory Qualifications. The Prospective Contractor is encouraged to provide ample references to information contained in the Proposal that supports its attestation. Prospective Contractor’s that fail to provide clear, sufficient evidence that they meet the Minimum Mandatory Qualifications may be subject to rejection. OSP and DFA may ask for additional clarifications relating to the Minimum Mandatory Qualifications prior to determination of compliance. Instructions: Complete the following information regarding the Prospective Contractor’s ability to meet the Minimum Mandatory Qualifications. Provide specific references to Proposal locations that support the Prospective Contractor’s assertions that it meets the Minimum Mandatory Qualifications. Do not change any of the completed cells. Any changes to the completed cells could lead to the rejection of the Proposal.
Table 3. Minimum Mandatory Qualifications DOES THE PROSPECTIVE REFERENCE CONTRACTOR TO PROPOSAL # QUALIFICATION ITEM MEET RESPONSE QUALIFICATION SECTION ITEM? The Prospective Contractor shall have a minimum of three (3) years’ experience providing online insurance verification services of similar size and 1 scope as the services required in this RFP to at least YES NO T-2, 1.2 & 1.3 one (1) State government in the United States.
The Prospective Contractor’s proposed solution must be currently in use and have been implemented in 2 the last five (5) years by at least one (1) State YES NO D T-2, 1.2 government in the United States. The Prospective Contractor shall have a minimum of three (3) years of experience successfully managing a support center for the purpose of providing user 3 YES NO T-2, 1.2 and technical support to the various user types of the D online insurance verification system. The Prospective Contractor shall have a minimum of three (3) years of experience printing and mailing 4 letters related to the online insurance verification YES NO D T-2, 1.2 process. The Prospective Contractor shall have a minimum of three (3) years of experience in receiving and transmitting motor vehicle insurance information 5 YES NO T-2, 1.2 between Insurance Companies and authorized State D agencies.
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Template T-2
Prospective Contractor Experience
Response Template
RFP #: SP-18-0132 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
Table of Contents
1.0 Prospective Contractor Corporate Background and Experience ...... 3 1.1 Prospective Contractor’s Corporate Background ...... 3 1.2 Prospective Contractor’s Experience ...... 5 1.3 Prospective Contractor’s State Government Experience ...... 19 2.0 Prospective Contractor Reference ...... 20 2.1 Subcontractor References (If applicable) ...... 38 3.0 Legal Considerations ...... 40 3.1 Existing Business Relationships with the State of Arkansas ...... 40 3.2 Business Disputes ...... 40
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1.0 Prospective Contractor Corporate Background and Experience 1.1 Prospective Contractor’s Corporate Background The Prospective Contractor should describe its corporate background to provide context of the organization that will be providing the services in this RFP. Instructions: Describe the Prospective Contractor’s corporate background as it relates to projects similar in scope and complexity to the project described in this RFP.
MV Solutions, Inc. (MVS) was founded and became a South Carolina Corporation in 2006. The mission of MVS is to provide our industry leading commercial off-the-shelf (COTS) insurance verification solution to jurisdictions within North America. MVS is in good standing under the laws of the State of South Carolina and is equally owned and operated by Shawn Goff, President and Saurabh Mittal, CEO. Mr. Goff and Mr. Mittal are actively involved with day-to-day operations and personally oversee each implementation assuming the roles of project and account managers. MVS currently has over 25 full-time employees and contractors operating from its headquarters in Blythewood, South Carolina and development location in Chantilly, Virginia. MVS is a financially sound company and has the financial capabilities to support this engagement. As evident by the table below, MVS has never had a contract litigated, cancelled, or nonrenewed. MVS has maintained compliance with all applicable government regulations and no financial deficiencies exist. MVS is an active member of industry organizations including the American Association of Motor Vehicle Agencies (AAMVA) and the Insurance Industry Committee on Motor Vehicle Administrators (IICMVA). MVS has grown to become the industry leader in online insurance verification systems. No other vendor has the breadth of experience, depth of knowledge, and proven track record that MVS offers. MVS has been providing insurance verification systems to jurisdictions since 2006 and is the most experienced vendor with eleven (11) implementations with a 100% success rate and no cost or schedule deviation in any implementation. Jurisdiction Performance System Name Period Illinois 2018 – Current ILIVS Oklahoma 2018 – Current OKIVS Alaska 2018 – Current AKIVS Louisiana 2015 – Current LAIVS Connecticut 2014 – Current CTIVS Rhode Island 2014 – Current RIIVS Montana 2011 - Current MTIVS Wyoming 2008 - Current WY FRVP District of Columbia 2009 - Current DCIVS South Carolina 2006 - Current SC ALIR California 2009 - 2010 CA VRFR
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MVS IVS has been successfully implemented in the District of Columbia, Alaska, California, Connecticut, Louisiana, Oklahoma, Montana, Rhode Island, South Carolina, and Wyoming. MVS is currently in the process of implementing its system for the State of Illinois. Letters of Reference for these implementations validating the success and high level of client satisfaction are provided in Appendix G. Client satisfaction is also evident by MVS’ continued relationships with these jurisdictions with several systems currently supported for more than 10 years. All system components and services required by the DFA have already been proven in these jurisdictions.
The MVS Advantage • The leading insurance verification vendor in the country (11 implementations and still supporting 10 of them). • The most experienced implementation team for insurance verification systems. • The resources proposed for this engagement are the same resources used to implement all MVS IVS implementations. • Simplified corporate structure – MVS is equally owned and operated by Shawn Goff, President and Saurabh Mittal, CEO. • Decision makers will be present and actively involved with this engagement. Mr. Goff and Mr. Mittal are actively involved with day-to-day operations and personally oversee each implementation • No subcontractors required – MVS can perform all contract tasks. • The highest client satisfaction rating of any other Vendor - as evident by MVS’ continued relationships with these jurisdictions with several systems currently supported for more than 10 years. • Connected to more than 1,000 different insurance companies, including all national insurance companies (351 of the 406 insurance companies provided in Attachment A - over 86%). More than any other Vendor. • Verifying insurance for more than 33,000,000 vehicles nationally – More than any other Vendor. • Generating more than 45,000 noncompliance letter records per month. MVS will be generating an additional 75,000 per month in IL. • The only Vendor with a commercial off-the-shelf (COTS) solution 100% based on the IICMVA model (BOB and Web Services). No proprietary BOB format. • More experience implementing the IICMVA model than any other vendor. • The only Vendor with a commercial off-the-shelf (COTS) solution that meets all RFP requirements currently in production. • The only Vendor with electronic compliance reporting by Insurers and Agents – no customer supplied insurance information. • The only Vendor that has gone live with a jurisdiction using the IICMVA model in three (3) months.
4 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
1.2 Prospective Contractor’s Experience The Prospective Contractor should describe one (1) previous or current engagement (of a similar size, nature, and complexity as defined by the RFP requirements) that it has performed that demonstrate its capability to perform the services required in this RFP. Contractor should include the following: 1. Describe its experience verifying motor vehicle insurance coverage online for registered vehicles in at least one (1) state government installation that is the same size and scope. 2. Describe its experience with development, testing, customization, and deployment of an online insurance verification solution. 3. Describe its experience with communicating with insurance companies during implementation of the online insurance verification system with insurance companies that provide motor vehicle insurance. Include insurance companies that do business in the State of Arkansas. 4. Describe its experience with maintaining and running a customer support center for answering questions and issues for state citizens regarding the online insurance verification process. 5. Describe its experience with printing and mailing letters related to online insurance verification process to citizens.
MVS is the industry leader in online insurance verification systems. MVS has been providing insurance verification systems to jurisdictions since 2006 and is the most experienced vendor with eleven (11) implementations. All system components and services required by the State have already been proven in these jurisdictions. As evident in the number and duration of similar engagements listed below, MVS has the long-term commitment, successful track record and experience necessary to undertake the services required by this RFP. Jurisdiction Performance Vehicles Reporting Insurance Support Letters Period Standard Companies Illinois 2018 – Current 9M IICMVA 450+ Yes Yes Oklahoma 2018 – Current 4M IICMVA 197 Yes Yes Alaska 2018 – Current 1M IICMVA 213 Yes Louisiana 2015 – Current 9M IICMVA 461 Yes Connecticut 2014 – Current 3M IICMVA 364 Yes Yes Rhode Island 2014 – Current 1M Proprietary 255 Yes Yes Montana 2011 - Current 1.1M IICMVA 318 Yes Wyoming 2008 - Current 1M IICMVA 158 Yes District of 260K IICMVA 170 Yes Yes 2009 - Current Columbia Proprietary South 4M IICMVA 456 Yes Yes 2006 - Current Carolina California 2009 - 2010 33M IICMVA 200+
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Experience verifying motor vehicle insurance coverage online for registered vehicles in at least one (1) state government installation that is the same size and scope. MVS is the most experienced vendor with eleven (11) implementations with a 100% success rate and no cost or schedule deviation. MVS IVS has been successfully implemented in the District of Columbia, Alaska, California, Connecticut, Louisiana, Oklahoma, Montana, Rhode Island, South Carolina, and Wyoming. MVS is currently in the process of implementing its system for the State of Illinois. MVS has several state government installations that meet or exceed the size and scope of the system requested in this RFP.
Experience with development, testing, customization, and deployment of an online insurance verification solution. MVS has more experience than any vendor with developing, testing, customization, and development of an online insurance verification solution. Our COTS system for online insurance verification has been implemented in eleven (11) jurisdictions. Each implementation only requires minimal customization for State specific integration points and requirements which are tested prior to deployment. All systems have been successfully deployed with a 100% success rate and no cost or schedule deviation.
Experience with communicating with insurance companies during implementation of the online insurance verification system with insurance companies that provide motor vehicle insurance. Include insurance companies that do business in the State of Arkansas. MVS IVS is currently connected to more than 1,000 different insurance companies, including all national insurance companies. Of the 406 insurance companies provided in Attachment A of the RFP, 351 insurance companies are already connected to MVS IVS (over 86%). MVS will leverage its relationships with insurance companies in order to establish the AR online insurance verification program. MVS is very active in insurance industry organizations such as the IICMVA, AIA, NAMIC and PCI, and will use existing relationships with insurance companies to connect to insurance company systems as quickly as possible. MVS will work with the AR Insurance Department to identify insurance companies licensed to write in the State for which MVS does not already have relationships with in order to begin a communication campaign to these insurance companies. The AID will provide MVS with available contact information for these companies.
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Experience with maintaining and running a customer support center for answering questions and issues for state citizens regarding the online insurance verification process. MVS has been providing a customer support center for answering questions and issues for state citizens regarding online insurance verification processes since 2006. MVS is currently providing support to system users and state citizens for 10 (ten) insurance verification implementations regarding the insurance verification processes. The MVS Contact Center is located in Blythewood, South Carolina and includes a 24-seat call center which can handle over 25,000 contacts per day from the general public and system users. The MVS Contact center uses a 24/7/365 interactive voice system (IVR), electronic fax service, email support, and tollfree numbers to provide support. MVS agents have years of experience providing the same services to other jurisdictions and supervisory staff have numerous years of online insurance verification processes and financial responsibility experience.
Experience with printing and mailing letters related to online insurance verification process to citizens. MVS has provided letter services related to insurance verification processes to citizens since 2006 in CT, DC, RI, and SC generating more than 45,000 letters per month. MVS will also be providing these services in IL generating an additional 75,000 per month. MVS IVS correspondence modules are utilized to create customer letter files for letter generation. Letters are printed and mailed regularly based on the preferred schedule of the client. Currently MVS IVS is generating letters every calendar or business day depending on State requirements.
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Implementation Summaries
The following includes MVS IVS implementation summaries. Appendix G includes Reference Letters from jurisdictions with MVS IVS implementations.
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1.3 Prospective Contractor’s State Government Experience The Prospective Contractor should describe its experience verifying motor vehicle insurance coverage online for registered vehicles in at least one (1) state government installation that is the same size and scope. Instructions: Describe the Prospective Contractor’s experience as it relates to projects similar in scope and complexity to the project described in this RFP.
MVS is the most experienced vendor with eleven (11) implementations with a 100% success rate and no cost or schedule deviation. MVS IVS has been successfully implemented in the District of Columbia, Alaska, California, Connecticut, Louisiana, Oklahoma, Montana, Rhode Island, South Carolina, and Wyoming. MVS is currently in the process of implementing its system for the State of Illinois. MVS has several state government installations that meet or exceed the size and scope of the system requested in this RFP. A description of each state government implementation has been provided in Section T2 1.2.
State Government Performance Vehicles Installation Period Illinois 2018 – Current 9M Oklahoma 2018 – Current 4M Alaska 2018 – Current 1M Louisiana 2015 – Current 9M Connecticut 2014 – Current 3M Rhode Island 2014 – Current 1M Montana 2011 - Current 1.1M Wyoming 2008 - Current 1M District of Columbia 2009 - Current 260K South Carolina 2006 - Current 4M California 2009 - 2010 33M
19 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
2.0 Prospective Contractor Reference To realize the objectives stated as part of the RFP, the State of Arkansas is issuing this RFP to contract with a Contractor who has experience implementing an Online Insurance Verification and Processing System. As such, the State has established mandatory qualifications that must be met in order to submit a proposal to this RFP, see Section 2.4 of the RFP. To satisfy this requirement, include one (1) reference (for the Prime Contractor) of a project that is of similar size, complexity and scope to this engagement, which currently in use and implemented in the last five (5) years. The reference chosen should clearly demonstrate the Prospective Contractor’s ability to perform the Scope of Work described in the RFP. Instructions: Provide the information requested in the Table below. The Table may be replicated if the Prospective Contractor would like to include more than one (1) references. Do not change any of the completed cells. Any changes to the completed cells could lead to the rejection of the Proposal. The following references are considered CONFIDENTIAL. Table 1. Reference
a. PROSPECTIVE CONTRACTOR INFORMATION
Name: MV Solutions, Inc Contact/Name: Project Dates: 2018-Current Contact Phone: CUSTOMER INFORMATION Customer Organization: Customer Contact Name: Oklahoma Insurance Department Customer Phone:
Customer Address: Customer Email:
Customer Fax:
PROJECT INFORMATION Total Prospective Contractor Staff: Project Objectives:
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Project Description:
Prospective Contractor’s Involvement (Role and Scope):
PROSPECTIVE CONTRACTOR KEY PERSONNEL ASSIGNED TO PROJECT Name: Role:
Name: Role:
Name: Role: Name: Srinivas Regatte Name: Role:
Name: Role:
PROJECT MEASUREMENTS
Estimated Start & Completion Dates From: To: Actual Start & Completion Dates From: To: Reason(s) for Difference Between Estimated and Actual Dates:
If the Prospective Contractor performed the work as a subcontractor, the Prospective Contractor should describe the scope of subcontracted activities:
21 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
PROSPECTIVE CONTRACTOR INFORMATION Name: MV Solutions, Inc Contact/Name: Project Dates: April 2018-Current Contact Phone: CUSTOMER INFORMATION Customer Organization: Customer Contact Name: Alaska Division of Motor Vehicles Customer Phone:
Customer Address: Customer Email:
Customer Fax:
PROJECT INFORMATION Total Prospective Contractor Staff: Project Objectives:
Project Description:
Prospective Contractor’s Involvement (Role and Scope):
PROSPECTIVE CONTRACTOR KEY PERSONNEL ASSIGNED TO PROJECT Name: Role:
Name: Role:
Name: Role: Name: Srinivas Regatte Name: Role:
Name: Role:
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PROJECT MEASUREMENTS
Estimated Start & Completion Dates From: To: Actual Start & Completion Dates From: To: Reason(s) for Difference Between Estimated and Actual Dates:
If the Prospective Contractor performed the work as a subcontractor, the Prospective Contractor should describe the scope of subcontracted activities:
23 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
PROSPECTIVE CONTRACTOR INFORMATION Name: MV Solutions, Inc Contact/Name: Project Dates: 2015-Current Contact Phone: CUSTOMER INFORMATION Customer Organization: Customer Contact Name: Louisiana Office of Technology Services Customer Phone:
Customer Address: Customer Email:
Customer Fax:
PROJECT INFORMATION Total Prospective Contractor Staff: Project Objectives:
Project Description:
Prospective Contractor’s Involvement (Role and Scope):
PROSPECTIVE CONTRACTOR KEY PERSONNEL ASSIGNED TO PROJECT Name: Role:
Name: Role:
Name: Srinivas Regatte
24 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
Name: Role:
Name: Role:
Name: Role:
PROJECT MEASUREMENTS
Estimated Start & Completion Dates From: To: Actual Start & Completion Dates From: To: Reason(s) for Difference Between Estimated and Actual Dates:
If the Prospective Contractor performed the work as a subcontractor, the Prospective Contractor should describe the scope of subcontracted activities:
25 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
PROSPECTIVE CONTRACTOR INFORMATION Name: MV Solutions, Inc Contact/Name: Project Dates: 2014-Current Contact Phone: CUSTOMER INFORMATION Customer Organization: Customer Contact Name: Connecticut Department of Motor Vehicles Customer Phone:
Customer Address: Customer Email:
Customer Fax:
PROJECT INFORMATION Total Prospective Contractor Staff: Project Objectives:
Project Description:
Prospective Contractor’s Involvement (Role and Scope):
PROSPECTIVE CONTRACTOR KEY PERSONNEL ASSIGNED TO PROJECT Name: Role:
Name: Role:
Name: Role: Name: Srinivas Regatte Name: Role:
26 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
Name: Role:
PROJECT MEASUREMENTS
Estimated Start & Completion Dates From: To: Actual Start & Completion Dates From: To: Reason(s) for Difference Between Estimated and Actual Dates:
If the Prospective Contractor performed the work as a subcontractor, the Prospective Contractor should describe the scope of subcontracted activities:
27 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
PROSPECTIVE CONTRACTOR INFORMATION Name: MV Solutions, Inc Contact/Name: Project Dates: 2014-Current Contact Phone: CUSTOMER INFORMATION Customer Organization: Customer Contact Name: Rhode Island Division of Motor Vehicles Customer Phone:
Customer Address: Customer Email:
Customer Fax:
PROJECT INFORMATION Total Prospective Contractor Staff: Project Objectives:
Project Description:
Prospective Contractor’s Involvement (Role and Scope):
PROSPECTIVE CONTRACTOR KEY PERSONNEL ASSIGNED TO PROJECT Name: Role:
Name: Role:
Name: Role: Name: Srinivas Regatte Name: Role:
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PROJECT MEASUREMENTS
Estimated Start & Completion Dates From: To: Actual Start & Completion Dates From: To: Reason(s) for Difference Between Estimated and Actual Dates:
If the Prospective Contractor performed the work as a subcontractor, the Prospective Contractor should describe the scope of subcontracted activities:
29 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
PROSPECTIVE CONTRACTOR INFORMATION Name: MV Solutions Inc Contact/Name: Project Dates: 2011-Current Contact Phone: CUSTOMER INFORMATION Customer Organization: Customer Contact Name: Montana Motor Vehicle Division Customer Phone:
Customer Address: Customer Email:
Customer Fax:
PROJECT INFORMATION Total Prospective Contractor Staff: Project Objectives:
Project Description:
Prospective Contractor’s Involvement (Role and Scope):
PROSPECTIVE CONTRACTOR KEY PERSONNEL ASSIGNED TO PROJECT Name: Role:
Name: Role:
Name: Role: Name: Srinivas Regatte
30 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
Name: Role:
PROJECT MEASUREMENTS
Estimated Start & Completion Dates From: To: Actual Start & Completion Dates From: To: Reason(s) for Difference Between Estimated and Actual Dates:
If the Prospective Contractor performed the work as a subcontractor, the Prospective Contractor should describe the scope of subcontracted activities:
31 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
PROSPECTIVE CONTRACTOR INFORMATION Name: MV Solutions Inc Contact/Name: Project Dates: 2009-Current Contact Phone: CUSTOMER INFORMATION Customer Organization: Customer Contact Name: DC Department of Motor Vehicles Customer Phone:
Customer Address: Customer Email:
Customer Fax:
PROJECT INFORMATION Total Prospective Contractor Staff: Project Objectives:
Project Description:
Prospective Contractor’s Involvement (Role and Scope): Prime Contractor responsible for all project tasks listed under project objectives.
PROSPECTIVE CONTRACTOR KEY PERSONNEL ASSIGNED TO PROJECT Name: Role:
Name: Role:
Name: Role: Name: Srinivas Regatte Name: Role:
PROJECT MEASUREMENTS
32 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
Estimated Start & Completion Dates From: To: Actual Start & Completion Dates From: To: Reason(s) for Difference Between Estimated and Actual Dates:
If the Prospective Contractor performed the work as a subcontractor, the Prospective Contractor should describe the scope of subcontracted activities:
33 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
PROSPECTIVE CONTRACTOR INFORMATION Name: MV Solutions Inc Contact/Name: Project Dates: 2010-Current Contact Phone: CUSTOMER INFORMATION Customer Organization: Customer Contact Name: Wyoming Department of Transportation Customer Phone:
Customer Address: Customer Email:
Customer Fax:
PROJECT INFORMATION Total Prospective Contractor Staff: Project Objectives:
Project Description:
Prospective Contractor’s Involvement (Role and Scope): Prime Contractor responsible for all project tasks listed under project objectives.
PROSPECTIVE CONTRACTOR KEY PERSONNEL ASSIGNED TO PROJECT Name: Role:
Name: Role:
Name: Role: Name: Srinivas Regatte Name: Role:
PROJECT MEASUREMENTS
Estimated Start & Completion Dates From: To:
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Actual Start & Completion Dates From: I I To: I Reason(s) for Difference Between Estimated and Actual Dates:
If the Prospective Contractor performed the work as a subcontractor, the Prospective Contractor should describe the scope of subcontracted activities:
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PROSPECTIVE CONTRACTOR INFORMATION Name: MV Solutions Inc Contact/Name: Project Dates: 2006-Current Contact Phone: CUSTOMER INFORMATION Customer Organization: Customer Contact Name: South Carolina Department of Motor Vehicles Customer Phone:
Customer Address: Customer Email:
Customer Fax:
PROJECT INFORMATION Total Prospective Contractor Staff: Project Objectives:
Project Description:
Prospective Contractor’s Involvement (Role and Scope):
PROSPECTIVE CONTRACTOR KEY PERSONNEL ASSIGNED TO PROJECT Name: Role:
Name: Role:
Name: Srinivas Regatte
36 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
Name: Role:
Name: Role:
PROJECT MEASUREMENTS
Estimated Start & Completion Dates From: To: Actual Start & Completion Dates From: To: Reason(s) for Difference Between Estimated and Actual Dates:
If the Prospective Contractor performed the work as a subcontractor, the Prospective Contractor should describe the scope of subcontracted activities:
37 of 40 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-2 – Prospective Contractor Experience
2.1 Subcontractor References (If applicable) If the Proposal includes the use of subcontractor(s), include at least one (1) reference (for each subcontractor proposed) from scopes of work equivalent to the scope of work proposed of the subcontractor in the Proposal. The reference chosen should clearly demonstrate the subcontractor’s ability to perform the relevant portion of work requested in the RFP (the State has established mandatory qualifications that must be met to submit a proposal as stated in Section 2.3 of the RFP), and proposed by the Prospective Contractor. Instructions: Provide the information requested in the Tables below. Replicate the Table if more than one (1) references are desired. Do not change any of the completed cells. Any changes to the completed cells could lead to the rejection of the Proposal.
Table 2. Subcontractor Reference NA. MVS will not be using a subcontractor.
SUBCONTRACTOR INFORMATION Subcontractor Name: Subcontractor Contact/Name: Project Dates: Subcontractor Contact Phone: CUSTOMER INFORMATION Customer Organization: Customer Contact Name:
Customer Phone:
Customer Address: Customer Email:
Customer Fax:
PROJECT INFORMATION Project Objectives:
Project Description:
Subcontractor’s Involvement (Role and Scope):
SUBCONTRACTOR KEY PERSONNEL ASSIGNED TO PROJECT Name: (Add more rows as needed) Role: (Add more rows as needed)
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Name: (Add more rows as needed) Role: (Add more rows as needed)
PROJECT MEASUREMENTS
Estimated Start & Completion Dates: From: To: Actual Start & Completion Dates: From: To: Reason(s) for Difference Between Estimated and Actual Dates:
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3.0 Legal Considerations 3.1 Existing Business Relationships with the State of Arkansas Instructions: Describe any existing or recent (within the last five (5) years) business relationships the Prospective Contractor or any of its affiliates and proposed subcontractors has with the State.
MVS has no existing or recent business relationships with the State of Arkansas. 3.2 Business Disputes Instructions: Provide details of any pending litigation or contracts Terminated for Cause or Convenience and associated reasons in which the Prospective Contractor has been a party within the last five (5) years. This should be limited to litigation or contract termination for the implementation and/or maintenance and operations of an online insurance verification system.
MVS has no pending litigation or contracts terminated within the last five (5) years.
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Template T-3
Prospective Contractor Staffing
Response Template
RFP #: SP-18-0132 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Table of Contents
1.0 Prospective Contractor Key Personnel ...... 3 1.1 Subcontractor Key Personnel ...... 6 2.0 Resumes ...... 8 3.0 Staffing Plan ...... 42 4.0 Staff Retention ...... 48
2 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
1.0 Prospective Contractor Key Personnel The Prospective Contractor should identify Key Personnel for the Engagement, as described in the RFP, including: ◼ Name ◼ Position in Prospective Contractor organization ◼ Proposed role on Engagement ◼ Focus of work effort ◼ % of time for that work effort ◼ Experience in the proposed role ◼ Qualifications for the proposed role ◼ Role in the last project Instructions: Complete the following Table detailing the Key Personnel identified for this Engagement. Add rows as necessary. Do not change any of the completed cells. Any changes to the completed cells could lead to the rejection of the Proposal.
3 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Table 1. Prospective Contractor Key Personnel
% OF TIME PROPOSED FOCUS OF EXPERIENCE QUALIFICATIONS POSITION IN FOR ROLE IN LAST NAME ROLE ON WORK IN PROPOSED FOR PROPOSED ORGANIZATION THAT 3 PROJECTS ENGAGEMENT EFFORT ROLE (YEARS) ROLE WORK EFFORT Project Project 54% Successfully Project Manager/Account Management implemented 10 online Manager/Account Manager insurance verification Manager Shawn systems on time and on President 12 Goff budget in this role. Currently implementing IL – On time and on budget. IT/Security Architect Managing 60% Successfully IT/Security system implemented 10 online Architect architect and insurance verification Saurabh implementation systems on time and on CEO 18 Mittal activities. budget in this role. Currently implementing IL – On time and on budget. Lead Developer System setup. 69% Successfully Lead Developer System implemented 10 online customization insurance verification Srinivas and state systems on time and on Lead Developer 18 Regatte integration budget in this role. points. Testing. Currently implementing IL – On time and on budget. Senior Developer System 74% Successfully Senior Developer customization implemented 10 online and state insurance verification Ishwara integration systems on time and on Senior Developer 23 Marakaje points. Testing. budget in this role. Currently implementing IL – On time and on budget.
4 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Support/Training Training and 30% Successfully Support/Training Manager contact center implemented 10 online Manager support for insurance verification Tracy Contact Center system users systems on time and on 12 Corson Manager and citizens. budget in this role. Currently implementing IL – On time and on budget.
5 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
1.1 Subcontractor Key Personnel The Prospective Contractor should identify the Subcontractor Key Personnel for the Engagement including: ◼ Name ◼ Position in subcontractor organization ◼ Proposed role on Engagement ◼ Focus of work effort ◼ % of time for that work effort ◼ Experience in the proposed role ◼ Qualifications for the proposed role ◼ Role in the last project This section should also detail the past work each listed person has had with the Prospective Contractor or their staff. Instructions: Provide a listing of the Subcontractor Key Personnel. This Table should be replicated for each Subcontractor used. Add rows as necessary. Do not change any of the completed cells. Any changes to the completed cells could lead to the rejection of the Proposal.
6 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Table 2. Subcontractor Key Personnel
% OF FOCUS TIME EXPERIENCE IN ROLE IN POSITION IN PROPOSED ROLE OF FOR QUALIFICATIONS FOR NAME PROPOSED LAST 3 ORGANIZATION ON ENGAGEMENT WORK THAT PROPOSED ROLE ROLE (YEARS) PROJECTS EFFORT WORK EFFORT NA NA NA NA NA NA NA NA
7 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
2.0 Resumes The Prospective Contractor should attach professional resumes of all proposed Key Personnel to this section of the Proposal. Each resume should demonstrate experience germane to the position proposed. The resume should include work on projects cited under the Prospective Contractor’s corporate experience, and the specific functions performed on such projects. Instructions: Provide a resume for each proposed Key Personnel.
Shawn Goff, MVS President Role: Project Manager/Account Manager
Education M.B.A., 2005 University of Georgia (Summa Cum Laude - 4.0) B.S., 2001 The Citadel, The Military College of South Carolina (Cum Laude)
Professional Experience Project Manager, Account Manager/Executive and DMV Subject Matter Expert Shawn Goff has more than seventeen (17) years of experience implementing large IT systems and leading process reengineering efforts for motor vehicle agencies and over thirteen (13) years of experience implementing insurance reporting systems. He is experienced in business process reengineering, requirements definition, change management, quality assurance, systems testing and development lifecycle management. Mr. Goff is considered a subject matter expert in motor vehicle processes within Financial Responsibility and insurance reporting programs. Mr. Goff has successfully managed all phases of insurance reporting projects from needs analysis and requirements definition to development, implementation, training, and support. He is experienced with several technologies including relational databases, and electronic data exchange methods including Web Services. He has played a lead role in the implementation of insurance verification systems in South Carolina, the District of Columbia, California, Wyoming, Montana, Connecticut, Rhode Island, Louisiana, Alaska, Oklahoma and Illinois. Mr. Goff is an active member and participant of organizations related to the motor vehicle industry and insurance reporting solutions including AAMVA and the IICMVA. He has an MBA from the University of Georgia, graduating with highest honor, and a BS in Business Administration with an emphasis on Business Information Systems from The Citadel, The Military College of South Carolina.
2006 – Present President, MV Solutions, Inc. 2018 to Present - Project Manager/Executive Project: Illinois Insurance Verification System (ILIVS) MVS IVS is currently being implemented in the State of Illinois. The contract was awarded to MVS on November 20, 2018. Insurance companies are required to report a weekly book of business
8 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing file using the IICMVA format. This system will be used to issue letters to registered owners of vehicles identified by the system as uninsured. Contact center personnel, citizens, insurance companies, and agents will have the ability to submit compliance information electronically using the MVS IVS web portal. Mr. Goff is responsible for the functional design, project management, and executive oversight of the implementation.
2018 to Present - Project Manager/Executive Project: Oklahoma Insurance Verification System (OKIVS) MVS IVS was successfully implemented in the State of Oklahoma on schedule and on budget. Implementation began in June, 2018. Insurance companies were required to be in production by October 15, 2018. Following a two-week testing period, production go-live for State users was November 1, 2018. This system performs insurance verification by utilizing insurance company web services and weekly BOB submissions from insurance companies using the IICMVA model. This system will be used to verify insurance during traffic stops, court appearances, new registration, registration renewal, plate readers, and ad-hoc inquiries using Web Services integrated with existing State systems as well as the MVS IVS Web Portal. Mr. Goff was responsible for the functional design, project management, and executive oversight of the implementation. This project was implemented on schedule and on budget.
2018 to Present - Project Manager/Executive Project: Alaska Insurance Verification System (AKIVS) MVS successfully implemented the Alaska insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The AKIVS system includes Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Goff was responsible for the functional design, project management, and executive oversight of the implementation. This project was implemented on schedule and on budget.
2015 to Present – Project Manager/Executive Project: Louisiana Insurance Verification System (LAIVS) MVS developed and implemented the LA insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The LAIVS system includes Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Goff was responsible for the functional design, project management, and executive oversight of the implementation. This project was implemented on schedule and on budget. This system is currently available to law enforcement, courts, DMV and other State personnel receiving more than 10,000 verification requests each day.
2014 to Present – Project Manager/Executive Project: Connecticut Insurance Verification System (CTIVS)
9 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
MVS developed and implemented the CT insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The CTIVS system includes Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Goff was responsible for the functional design, project management, and executive oversight of the implementation. This project was implemented on schedule and on budget.
2014 to Present – Project Manager/Executive Project: Rhode Island Insurance Verification System (RIIVS) MVS developed and implemented the RI insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The RIIVS system uses weekly Book of Business (BoB) files based on IICMVA specifications to verify insurance for registered vehicles and send notices to owners of uninsured vehicles. For all aspects of this project Mr. Goff was responsible for defining system requirements specific to the State, overseeing development activities, project management, and establishing a Help Desk for insurance company assistance. He also managed the creation of the call center for customer support, and the requirements for the letter campaign and customer compliance process. The system was successfully deployed on time and has been operating without any downtime.
2011 to Present – Project Manager/Executive Project: Montana Insurance Verification System (MTIVS) MVS developed and implemented the MT insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The MTIVS system utilizes Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. For all aspects of this project Mr. Goff was responsible for defining system requirements specific to the State, overseeing development activities, project management, and establishing a Help Desk for insurance company assistance. He also managed the creation of the call center for customer support. The system was successfully deployed on time and has been operating without any downtime.
2006 to Present – Project Manager/Executive Project: District of Columbia Insurance Verification System (DC IVS) MVS developed an insurance reporting system for the District of Columbia that collects weekly book of business data from insurers and cross-references the collected information to driver and vehicle data to identify registered vehicles that do not meet the minimum automotive liability insurance requirements of the state. This system includes weekly book of business reporting supplemented by the MVS OLV Web Services tool for real-time verification. For all aspects of this project Mr. Goff was responsible for defining system requirements specific to DC, overseeing development activities, developing test cases, testing, project management, establishing a Help Desk for insurance company assistance, training, and implementation. Currently providing post implementation support, Mr. Goff is part of the support team addressing DMV and insurer issues, monitoring transactions submitted through the system, and coordinating testing required for new insurance companies.
10 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
2006 to Present – Functional Architect, Program Manager Project: State of South Carolina, Department of Motor Vehicles (DMV) Auto Liability Insurance Reporting Under South Carolina law, all insurance companies transacting auto liability insurance must report any change to auto insurance policies to the state. MVS developed an insurance reporting system for the State of South Carolina (ALIR) that collects automobile liability insurance information from insurers and cross-references the collected information to South Carolina driver and vehicle data to identify registered vehicles that do not meet the minimum automotive liability insurance requirements of the state. This system includes weekly book of business reporting supplemented by the MVS OLV Web Services tool for real-time verification. For all aspects of this project Mr. Goff was responsible for defining system requirements specific to SC DMV, overseeing development activities, developing test cases, testing, establishing a Help Desk for insurance company assistance and a contact center for customers, training, and implementation. Currently providing post implementation support, Mr. Goff is part of the support team addressing DMV and insurer issues, monitoring transactions submitted through the system, and coordinating testing required for new insurance companies.
2010-Present – Project Manager/Executive Project: Wyoming Insurance Verification System MVS has been providing the MVS IVS Web Portal and weekly book of business reporting since 2010. Mr. Goff was responsible for defining system requirements specific to WY weekly book of business reporting and Web Portal functionality, overseeing development activities, developing test cases, testing, establishing a Help Desk for insurance company assistance, and implementation. Currently providing post implementation support, Mr. Goff is part of the support team addressing DMV and insurer issues, monitoring transactions submitted through the system, and coordinating testing required for new insurance companies.
2009-2010 – Project Manager/Executive Project: California Real-time Insurance Verification MVS, working as a sub-contractor to another vendor, assisted with the design implementation of a real-time insurance verification tool (VRFR) for the State of California in 2009. MV Solutions provided the Web Services tool based on the IICMVA model which was adopted and modified by the prime vendor to meet the specific architecture needs of California. This tool is currently in production and is used to verify insurance information provided by customers through the California DMV Call Center. Mr. Goff was responsible for defining system requirements, developing test cases, testing, project management, and establishing insurance company Help Desk procedures.
2003 – 2006 Senior Business Consultant/BPR Specialist, Contractor
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2003 to 2006 - Business Analyst Project: State of South Carolina, Department of Motor Vehicles (DMV) Insurance Cancellation Reporting Effective March 15, 2004 all insurance companies were required to report all mid-term cancellations to SC DMV. Mr. Goff was the lead Business Analyst assigned to the project for the development of a custom system designed specifically for cancellation reporting using a combination of Text and EDI files through FTP and VAN communication methods. This system utilized both SSL and PGP security methods. Mr. Goff developed an all new and modified business process resulting from the implementation of the system and the enabling legislation which required significant business process changes. Defined the DMV system requirements for system changes required by the enabling legislation, systems testing, process training development and delivery, and systems implementation. The system was successfully implemented on March 15, 2004. Mr. Goff was responsible for post implementation support, monitoring system performance, insurer testing, and identifying, developing and implementing system enhancements.
2002 – 2003 Business Analyst, IBM Business Consulting Services 2003 - Business Analyst Project: State of South Carolina, Department of Public Safety, Division of Motor Vehicles Continuous Improvement Building on the work begun by PwC throughout the SC DMV System implementation and post- implementation contracts, SC DMV sought to implement the program for continuous improvement begun with PwC in the areas of business processes, transaction effectiveness, customer service, and employee development, assessment and training. Finalized a Field Office Assessment tool aimed at developing a service profile of each office in order to improve customer service, provided consulting support for validating and implemented the Accountability, Customer Satisfaction, and Transaction Accuracy (ACT) program, and assisted SC DMV in the development of a tool for reporting ACT results. Completed an assessment of SC DMV’s Document Management System (DMS) in order to help streamline and improve SC DMV’s current processes used to scan, index, and retrieve images from the DMS. Assessed performance of the system and developed recommendations to improve system performance.
2002 to 2003 - Business Process Reengineering Consultant Project: State of South Carolina, Department of Public Safety, Division of Motor Vehicles (DMV) Project Phoenix Phase III Phase III of Project Phoenix focused on developing an environment for continuous improvement through monitoring, measuring, and improving the organizations effectiveness in carrying out its established business processes. In addition, DMV undertook several new project initiatives that required assistance in the development of new business processes and functional design specifications.
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Mr. Goff defined system requirements for system fixes and enhancements to the Phoenix system, assisted in the development of new employee training, developed new business processes for DMV initiatives, performed organizational business process analysis, established a basis for web- enabled process materials, and provided technology enhancement facilitation.
2001 – 2002 Business Consultant, PricewaterhouseCoopers LLP Project: State of South Carolina, Department of Public Safety, Division of Motor Vehicles (SC DMV) Project Phoenix Phase II The SC DMV engaged PwC Business Consulting Services in a three-phased project to upgrade its existing infrastructure for improved customer service throughout the state. This engagement is known as Project Phoenix. Project Phoenix focused on redesigning business processes, re- architecting the information systems, and changing DMV's environment to become customer focused and teamwork oriented. Mr. Goff developed as-is and to-be processes associated with the implementation of the new technology. These to-be processes combined the functionality of the new operating system with improved processes and procedures that streamlined their existing work flows. These redesigned business processes were aimed at improving process efficiency, reducing customer wait times and increasing customer satisfaction. Played a lead role in business process training which was required before the implementation of the new system. Mr. Goff also developed a complex training program that was used to train headquarters and field office employees from over 69 offices across the state, delivered all driver license issuance training to DMV employees and played a crucial role during the implementation of the new system. His team was strategically positioned in key functional areas within DMV to provide subject matter expertise, and to identify and report system problems to DMV.
13 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Saurabh Mittal, MVS CEO Role: Technical Architect
Education M.S., 1994 University of Texas B.Tech., 1992 Indian Institute of Technology, Delhi
Professional Experience Saurabh Mittal has over twenty-three years of Information Technology Systems development, architecture, and management experience. He has architected and implemented several relational databases, data marts, and e-commerce and e-business applications. He has successfully managed all phases of IT projects from needs analysis and requirements definition to technology selection, development, implementation, and training. He is experienced in managing, coordinating, and guiding a project team of technical professionals. He also has experience in business process reengineering, simulation, mathematical modeling, and statistical analysis. Mr. Mittal managed the design, development, and implementation of the MV Solutions Insurance Verification System (MVS IVS) in South Carolina, District of Columbia, California, Wyoming, Montana, Rhode Island, Connecticut, Louisiana, Alaska, Oklahoma, and Illinois. Before joining MV Solutions, Mr. Mittal was a Service Area Manager in IBM where he managed over 30 senior IT consultants and vendors.
2006 – Present CEO, MV Solutions, Inc. 2018 to Present - Project Manager/Technical Architect Project: Illinois Insurance Verification System (ILIVS) MVS IVS is currently being implemented in the State of Illinois. The contract was awarded to MVS on November 20, 2018. Insurance companies are required to report a weekly book of business file using the IICMVA format. This system will be used to issue letters to registered owners of vehicles identified by the system as uninsured. Contact center personnel, citizens, insurance companies, and agents will have the ability to submit compliance information electronically using the MVS IVS web portal. Mr. Mittal is responsible for managing the design, development, and deployment the ILIVS system.
2018 to Present - Project Manager/Technical Architect Project: Oklahoma Insurance Verification System (OKIVS) MVS IVS was successfully implemented in the State of Oklahoma on schedule and on budget. Implementation began in June, 2018. Insurance companies were required to be in production by October 15, 2018. Following a two-week testing period, production go-live for State users was November 1, 2018. This system performs insurance verification by utilizing insurance company web services and weekly BOB submissions from insurance companies using the IICMVA model. This system will be used to verify insurance during traffic stops, court appearances, new registration, registration renewal, plate readers, and ad-hoc inquiries using Web Services integrated with existing State systems as well as the MVS IVS Web Portal. Mr. Mittal successfully
14 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing managed the design, development, and deployment the OKIVS system. This project was implemented on schedule and on budget.
2018 to Present - Project Manager/Technical Architect Project: Alaska Insurance Verification System (AKIVS) MVS successfully implemented the Alaska insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The AKIVS system includes Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Mittal successfully managed the design, development, and deployment the AKIVS system. The system was deployed on schedule and on budget.
2015 to Present - Project Manager/Technical Architect Project: Louisiana Insurance Verification System (LAIVS) MVS developed and implemented the LA insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The LAIVS system utilizes Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Mittal managed the design, development, and deployment the LAIVS system. The system was successfully deployed on time and has been operating without any downtime.
2014 to Present - Project Manager/Technical Architect Project: Connecticut Insurance Verification System (CTIVS) MVS developed and implemented the CT insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The CTIVS system utilizes Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Mittal managed the design, development, and deployment the CTIVS system. The system was successfully deployed on time and has been operating without any downtime.
2014 to Present - Project Manager/Technical Architect Project: Rhode Island Insurance Verification System (RIIVS) MVS developed and implemented the RI insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The RIIVS system uses weekly Book of Business (BoB) files based on IICMVA specifications to verify insurance for registered vehicles and send notices to owners of uninsured vehicles. Mr. Mittal managed the design, development, and deployment the RIIVS system. The system was successfully deployed on time and has been operating without any downtime.
2011 to Present - Project Manager/Technical Architect Project: Montana Insurance Verification System (MTIVS)
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MVS developed and implemented the MT insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The MTIVS system utilizes Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Mittal managed the design, development, and deployment the MTIVS system. The system was successfully deployed on time and has been operating without any downtime.
2010 to Present - Project Manager/Technical Architect Project: State of Wyoming Financial Responsibility Verification Program (WY FRVP) MVS implemented the integration of the MVS IVS weekly BoB reporting system with the WY FRVP insurance verification program. WY FRVP utilizes weekly Book of Business (BoB) files and Online Insurance Verification (OLV) using Web Services. Mr. Mittal managed the design, development, and implementation of this effort. The system was successfully deployed on time and has been operating without any downtime.
2009 to Present - Project Manager/Technical Architect Project: District of Columbia Insurance Verification System (DCIVS) MVS developed and implemented the DC insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The DCIVS system utilizes weekly Book of Business (BoB) files and Online Insurance Verification (OLV) using Web Services. Mr. Mittal managed the design, development, and deployment the DC IVS system. The system was successfully deployed on time and has been operating without any downtime.
2006 to Present - Project Manager/Technical Architect Project: South Carolina Department of Motor Vehicles (SC DMV), Automobile Liability Insurance Reporting (ALIR) System Development MVS developed and implemented the SC insurance verification system (ALIR) that uses weekly book of business reporting supplemented by the MVS OLV web services tool. Mr. Mittal managed the design, development, and deployment of the SC ALIR system. The system acts as a medium of exchange of automobile policy information between insurance companies and the SC DMV Phoenix System. Mr. Mittal designed and developed key pieces of the system including SQL Server DTS Packages, Oracle PL/SQL packages, and Visual Basic modules, and .NET web services that integrate the SC ALIR System with the Phoenix system. The system uses a wide variety of technologies including Visual Basic.NET, ASP.NET, Web Services, COBOL CICS, SQL Server, Oracle, McAfee E-Business Server, and WS FTP server. The system was successfully deployed on time and has been operating without any downtime. It is currently exchanging data with hundreds of insurance companies and thousands of insurance agents. It has been instrumental in significantly reducing the uninsured rate in South Carolina.
2009- to 2010 - IT Architect Project: California Vehicle Registration Financial Responsibility (CA VRFR) Web Services Solution
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Mr. Mittal assisted with the design and implementation of a real-time insurance verification tool (VRFR) for the State of California in 2009. MVS provided the Web services tool based on the IICMVA model which was adopted and modified by the prime vendor to meet the specific architecture needs of California. This tool is currently in production and is used to verify insurance information provided by customers through the California DMV Call Center.
2002 – 2005 Service Area Manager, IBM Business Consulting Services 2003 to 2005 – Project Manager Project: State of South Carolina, Department of Motor Vehicles (DMV) Insurance Cancellation Reporting Mr. Mittal was the Project Manager responsible for the development of a custom system designed specifically for insurance cancellation reporting using a combination of Text and EDI files through FTP and VAN communication methods. This system utilized both SSL and PGP security methods. Mr. Mittal was responsible for all phases of the project from Analysis & Design to Implementation and Post-Implementation Support.
2002 to 2003 - Development Manager/Data Architect Project: US Agency for International Development (USAID), Data Collection System Mr. Mittal managed the design, development, and deployment of the USAID web-based financial data collection system. This system collects data from USAID missions and processes it for the preparation of financial statements. More than 100 USAID missions from throughout the world have been using the system since October 2002 to efficiently report financial data. The system used Visual Basic, ASP, and Oracle.
1998 – 2002 Senior IT Consultant, PriceWaterhouseCoopers LLP 2001 to 2002 - Technical Lead Project: North Carolina Division of Child Development, Web Applications Development Mr. Mittal designed and developed the childcare search web site for the Division of Child Development (DCD). The site enables parents to search for childcare centers using various query criteria and provides information that parents can use to select childcare facilities. He revamped the DCD’s main website, adding a content management feature and automating the publication of DCD documents and forms. The website uses ASP, Visual Basic, JavaScript code, and SQL Server. The website is still being actively in production after 15 years.
2001 to 2002 - Senior Developer Project: U.S. Army, Army University Access Online (GoArmyEd) Design and Development Mr. Mittal created several key features of GoArmyEd, the Web Portal that enables enlisted Army soldiers to participate in online degree programs while serving on active duty. The size (80,000 students) and scope (24x7 availability anywhere in the world) makes GoArmyEd the largest e- learning program in the world. Mr. Mittal designed and developed several Oracle and SQL Server database objects interacting with the portal.
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2000 to 2001 - Technical Team Lead Project: Create Hope, LLC, Giving Station Application Development Mr. Mittal led the technical team that developed the Giving Station, a web-based charitable pledging application to be used by employees of corporate clients. The application used ColdFusion and Sybase on a Linux platform.
1999 to 2000 - Information Manager Project: U.S. Naval Center for Cost Analysis, Database Development and Systems Analysis Mr. Mittal designed and developed a database system for managing financial information for the Visibility and Management of Operating and Support Cost (VAMOSC) system. The VAMOSC system was used to collect, consolidate, and report Navy operating costs. Mr. Mittal managed the migration of data into the VAMOSC databases.
1998 to 1999 - Database and Web Site Developer and Administrator Project: Federal Aviation Administration (FAA), Web Site and Database Design, Development, and Administration Mr. Mittal developed the FAA web site that gave up-to-the-minute information about the Year 2000 (Y2K) renovation of the 650 FAA systems. The web site was instrumental in the efficient management of FAA’s Y2K data.
1994 – 1998 Senior Consultant, Planmatics, Inc.
1997 – 1998 Database Designer Project: US Department of State, Office of Foreign Missions, Database Design Mr. Mittal designed an Oracle database using Designer/2000. He created entity-relationship diagrams, function hierarchy diagrams, and business process models for the six application systems constituting the new system based on user interviews and analysis of current M204 database.
1996 to 1997 - Project Manager Project: Ryder Systems, Inc., Financial Systems Reengineering Mr. Mittal managed a project to modify the financial measurement system of Ryder Commercial and Leasing Services. He made recommendations to modify the Profit and Loss statement so that it can be used as an effective management tool to control costs. The projected annual savings were $69 million.
1995 to 1997 - Technical Lead/ Statistical Analyst Project: U.S. Department of Labor, Process and Cost Modeling, Statistical Analysis
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Mr. Mittal led the analysis of the effects of alternative base period (ABP) on unemployment insurance (UI). The results of the analysis were used to decide Federal policy on ABP in unemployment insurance. He examined the processes of those states having ABP laws and interviewed staff from state UI agencies. Mr. Mittal constructed process and cost models to estimate the administrative costs of implementing ABP. He also developed regression models to estimate the effect on state UI trust funds.
1995 to 1996 - Application Developer Project: U.S. Postal Service (USPS), Simulation Tool Design and Development Mr. Mittal constructed a computer simulation model of postal airmail facility in the Witness language. The model was used for process design and equipment selection in USPS airmail facilities. He built an input and output interface for the simulation model in Visual Basic and Excel.
1995 to 1996 - Application Developer Project: Canada Post Corporation (CPC), Simulation Model Development Mr. Mittal developed a computer simulation model of the Hamilton mail sorting facility using the ProModel language. He used the Analytic Hierarchy Process to select the simulation language that was best suited to CPC’s needs. His recommendation was accepted and model was used as the basis of building a standard simulation model for CPC mail sorting facilities.
Skills Internet Technologies .NET Framework, HTML, JavaScript, Internet Information Server (IIS), FTP, XML, SSL, PGP, SSH Database Technologies Oracle, SQL Server, Microsoft Access, Sybase, PL/SQL, MySQL Programming Languages VB.Net, C#.Net, Visual Basic, Java, C/C++, PASCAL Other Network Security, EDI, Gentran, McAfee E-Business Server, Microsoft Office Operating Systems Windows Server Operating Systems, Linux, Unix
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Srinivas Regatte Role: Lead Developer
Education B.S in Computer Science Engineering, 1997 PDA College of Engineering, Gulbarga, India
Certificates & Awards Microsoft Certified Solution Developer Brain Bench Certified Web developer IBM Excellence Award PricewaterhouseCoopers LLP, Outstanding Performance Award
Professional Experience
2008 – Present Principal Consultant / Developer/ Architect, MV Solutions Inc. 2018 to Present - Lead Developer Project: Illinois Insurance Verification System (ILIVS) MVS IVS is currently being implemented in the State of Illinois. The contract was awarded to MVS on November 20, 2018. Mr. Regatte is the lead developer in the development and implementation of the IL insurance verification system. Insurance companies are required to report a weekly book of business file using the IICMVA format. This system will be used to issue letters to registered owners of vehicles identified by the system as uninsured. Contact center personnel, citizens, insurance companies, and agents will have the ability to submit compliance information electronically using the MVS IVS web portal. The technologies used by the system include .NET, Web services, AJAX, SQL Server, DTS, McAfee-e-business server, XML, JAVA, WS FTP Server, and SFTP.
2018 to Present - Lead Developer Project: Oklahoma Insurance Verification System (OKIVS) Mr. Regatte was the lead developer in the development and implementation of the OK insurance verification system. Implementation began in June, 2018. Insurance companies were required to be in production by October 15, 2018. Following a two-week testing period, production go-live for State users was November 1, 2018. This system performs insurance verification by utilizing insurance company web services and weekly BOB submissions from insurance companies using the IICMVA model. This system will be used to verify insurance during traffic stops, court appearances, new registration, registration renewal, plate readers, and ad-hoc inquiries using Web Services integrated with existing State systems as well as the MVS IVS Web Portal. The system was successfully deployed on time and has been operating without any downtime. The technologies used by the system include .NET, Web services, AJAX, SQL Server, DTS, McAfee- e-business server, XML, JAVA, WS FTP Server, and SFTP.
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2018 to Present - Lead Developer Project: Alaska Insurance Verification System (AKIVS) Mr. Regatte was the lead developer in the development and implementation of the AK insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The AKIVS system includes Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. The system was successfully deployed on time and has been operating without any downtime. The technologies used by the system include .NET, Web services, AJAX, SQL Server, DTS, McAfee-e-business server, XML, JAVA, WS FTP Server, and SFTP.
2015 to Present - Lead Developer Project: Louisiana Insurance Verification System (LAIVS) Mr. Regatte was the lead developer in the development and implementation of the LA insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The LAIVS system is a hybrid of Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Regatte designed, developed, and deployed key modules of the system. The system was successfully deployed on time and has been operating without any downtime. The technologies used by the system include .NET, Web services, AJAX, SQL Server, DTS, McAfee- e-business server, XML, JAVA, WS FTP Server, and SFTP.
2014 to Present - Lead Developer Project: Connecticut Insurance Verification System (CTIVS) Mr. Regatte was the lead developer in the development and implementation of the CT insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The CTIVS system is a hybrid of Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Regatte designed, developed, and deployed key modules of the system. The system was successfully deployed on time and has been operating without any downtime. The technologies used by the system include .NET, Web services, AJAX, SQL Server, DTS, McAfee- e-business server, XML, JAVA, WS FTP Server, and SFTP.
2014 to Present - Lead Developer Project: Rhode Island Insurance Verification System (RIIVS) Mr. Regatte was the lead developer in the development and implementation of the RI insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The RIIVS system uses weekly Book of Business (BoB) files based on IICMVA specifications to verify insurance for registered vehicles and send notices to owners of uninsured vehicles. Mr. Regatte designed and developed key modules of the system including the portal and ad-hoc reports for the users and management. The system was successfully deployed on time and has been operating without any downtime. The technologies used by the
21 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing system include .NET, Web services, AJAX, SQL Server, DTS, McAfee-e-business server, XML, JAVA, WS FTP Server, and SFTP.
2011 to Present - Lead Developer Project: Montana Insurance Verification System (MTIVS) Mr. Regatte was the lead developer in the development and implementation of the MT insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The MTIVS system is a hybrid of Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Regatte designed and developed the portal and Web services. He created reports and automated the key jobs of the system. The system was successfully deployed on time and has been operating without any downtime. The technologies used by the system include .NET, Web services, AJAX, SQL Server, DTS, McAfee-e-business server, XML, JAVA, WS FTP Server, and SFTP.
2010 to Present - Lead Developer Project: State of Wyoming Financial Responsibility Verification Program (WY FRVP) MVS implemented the integration of the MVS IVS weekly BoB reporting system with the WY FRVP insurance verification program. Mr. Regatte designed and developed key components for the system. The system was successfully deployed on time and has been operating without any downtime.
2009 to Present – Senior Developer Project: District of Columbia Insurance Verification System (DCIVS) MVS developed and implemented the DC insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. Mr. Regatte designed and developed key pieces of the system including SQL Server DTS Packages, VB.NET modules, and .NET web services. The system was successfully deployed on time and has been operating without any downtime.
2008 to Present – Senior Developer Project: State of South Carolina, Department of Motor Vehicles (DMV), Auto Liability Insurance Reporting Mr. Regatte maintains the South Carolina Automobile Liability Insurance Reporting (SC ALIR) system which includes updating the website with new functionality, developing new reports, making changes to database and file reporting, and fixing any issues that arise. He also developed an online Insurance Verification program which was based on the IICMVA (Insurance Industry Committee on Motor Vehicle Administration) model which allows the SC DMV to use Web Services hosted by the Insurance companies to verify Insurance.
2009 to 2010 - IT Architect
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Project: California Vehicle Registration Financial Responsibility (CA VRFR) Web Services Solution Mr. Regatte assisted with the design and implementation of a real-time insurance verification tool (VRFR) for the State of California in 2009. MVS provided the Web services tool based on the IICMVA model which was adopted and modified by the prime vendor to meet the specific architecture needs of California. This tool is currently in production and is used to verify insurance information provided by customers through the California DMV Call Center.
2005 - 2008 - Sr. Consultant, CodeSoft, Inc.
Project: U. S. Army, GoArmyEd, Web Portal for eligible enlisted Army soldiers to participate in online degree programs while serving on active duty in the military. Mr. Regatte developed the application using various patterns like MVC and Singleton to create a frame work with reusable components. He also created best practices, coding standards, technical, and project planning documents. His database development tasks included writing complex store procedures, views and functions. He monitored the database for any bottleneck SQL’s. He developed ad-hoc reports, created batch jobs, and FTP modules for sending the reports to the client.
2002 – 2005 - Technical/Team Lead, IBM Business Consulting Services
2004 to 2005 – Technical Lead Project: U.S. Army. GoArmyEd Web Portal for eligible enlisted Army soldiers to participate in online degree programs while serving on active duty in the military. Mr. Regatte worked extensively with the analyst to translate business requirements into technical requirements and system specifications. He also designed frame work and application architecture and used Prototype and Waterfall modeling techniques. He was the lead developer of Student Communications Tracking system, broadcast messaging and CRM modules, developed ad-hoc reports, resolved portal related critical clear-case issues, and documented the patch documents. He led the team during the transition of the portal database from SQL Server 2000 to Oracle 9i, participated in system and UAT testing and developed various coding templates, which were used as guidelines by the team members.
2004 – Team Lead/Analyst Project: IBM Business Systems Solutions Team, eT&E (Electronic Time and Expense) and Utilization Websites The project supported the implementation of Public Sector business strategy. Mr. Regatte collected business requirements and converted them to technical requirements and system specifications and redesigned the existing system to adhere to the new technical requirements. He also developed intuitive help features on the website, addressed and fixed any issues related
23 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing to the Utilization website or database, updated the eT&E website with any new changes and provided 24/7 production support to the systems.
2003 to 2004 – Team Lead Project: U.S. Marine Corps (USMC), Web-Based Workflow Management System (WMS) Phase II of the project was associated with Marine Corps Action Tracking System (MCATS). Mr. Regatte designed and developed standards for application development include VB.NET and ASP.NET and installed and configured IIS. He also developed classes using Visual Basic.Net that incorporates both three-tier architecture and database connectivity, designed and developed the UI and Administrative Interface, developed reports for the users and integrated it with Windows application, ASP pages using ASP.NET. ADO.Net was used for data storage and manipulation, and Reports using Crystal Reports.NET. He was extensively involved in system testing, stress testing and integration testing. Mr. Regatte mentored programmers/developers transitioning to .NET framework and trained Client IT staffs in .NET and was responsible for validating the code developed by team and fine tuning it.
2003 – Technical Lead Project: U.S Navy, Navy Revenue Projection System (NRPS) Mr. Regatte reviewed the database design and provided recommendations to normalize the tables. He also designed and developed standards for application development include VB.NET and ASP.NET, installed and configured IIS and ASP.NET Framework, and developed ASP pages using ASP.NET. ADO.Net is used for data storage and manipulation. Mr. Regatte wrote and compiled SQL Server Store procedures and extensively used the ASP.NET Server controls like DBGrid, DBList and Calendar controls to build the website
2003 – Team Lead Project: eT&E (Electronic Time and Expense) and Utilization Websites, Public Sector business strategy, IBM Business Systems Solutions Team Mr. Regatte automated the Practice Utilization measurement process originally done in Microsoft Access, developed real time graphs using Flash Player and XML. He also developed the navigational images and look and feel images on the website using Adobe Photoshop. Mr. Regatte used the drill down approach to develop the reports, so that a user can drill down from a Practice Area level to his employee's time card level. He used CSS (Cascading Style Sheets) to represent the reports, so that they occupy less room space and can show more data. Mr. Regatte implemented the Loading Bar functionality to show the status (Loading) on the browser, the Export to Excel feature on every page to export the data to an Excel sheet and integrated the website with an existing ColdFusion reporting web site. He implemented the security features to stop unauthorized users.
2002 to 2003 - Lead Developer/Analyst Project: Army Materiel Command (AMC), Price and Credit Analysis System (PACAS) II
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Mr. Regatte developed & designed the website independently. He reviewed the database design and provided recommendations to normalize the tables, adding indexes and writing stored procedures and developed a web template with tabs to navigate, to suit to the needs of the website. He also developed Javascript menus, reports, Excel based reports and help files, and implemented the security features for the web site that includes Password protection. He performed module level testing and Integration level testing to eliminate bugs and managed the configuration of web environment, which includes setting up Internet Information Server, installing Active Server Pages, Installing the ASP Upload tool on the webservers.
2001 – 2002 – Lead Developer/Analyst, PricewaterHouse Coopers Consulting
2002 – Lead Developer/Analyst Project: Texas Educational Academy (TEA), Foundation School Program (FSP) Mr. Regatte independently designed and developed the Chapter41 module in the Foundation School Program (FSP) system. The schools which are abundant in resources were called Chapter41 schools; they used to donate some of their resources to the schools which are in need of them. He understood the client’s requirements to recommend and developed an innovative web solution. Mr. Regatte also created look up tables in SQLServer 2000 to store the information and to present the information on the web site, converted the process model, which is a SAS program into a stored procedure that is key to the application and wrote several stored procedures to support the application. He was quick to implement the last moment changes suggested by the client and developed the help system for his module. He performed unit level testing and integration level testing to eliminate any possible bugs.
2001 to 2002 – Lead Developer/Analyst Project: Army Materiel Command (AMC), PACAS - Price and Credit Analysis System, Phase I Mr. Regatte designed and developed an automated desktop tool that presented the critical commodity repair information in an on-line system. He determined the detailed data elements needed by the AMC managers and Logisticians and identified the data sources and the quality of the data within the sources. Mr. Regatte also designed the data model and a site storyboard to depict the data flow and created the tables in Oracle8 and established the relationships between them. He extensively used ActiveServerPages 2.0 (ASP) to design and develop the front end (web pages). Upon successful login, the user is presented with a mouse over menu to navigate the site, Used JavaScript 4.0 to develop the menu. Mr. Regatte developed the web pages which enable a user to search for the information of a particular NIIN (National Item Identification Number), to view the related NIINs, view the top 150 cost variable NIINs based upon there variance, do a custom query search. He also implemented the drill down approach to help the users to drill down from a top-level hierarchical object to the bottom level hierarchical object. The drill down approach enables the user to view all the Theatres associated to a particular NIIN, view all the Maintenance Activity’s associated for a particular Theatre, and view the Average Repair Costs for a particular Maintenance Activity. Mr. Regatte developed the Custom Query Search page that lists all the records that met the criteria specified by the user. Page navigation was also provided for this page.
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The result set data on any page can be exported to Excel and can be saved as an Excel file. A footer menu is provided on each web page so that the user can navigate to any page
2001 – Developer/Analyst Project: Department of Veterans Affairs, Survey System Mr. Regatte developed the entire survey website including multiple login roles. He also developed an export function for survey results.
2001 – Developer/Analyst Project: United States Postal Service (USPS), Intranet website, Mr. Regatte assisted the development team with changes to the existing intranet website. He evaluated a new tool ‘JAWS’ (Job access with speech), provided recommendations about integrating the tool with the website and developed scripts behind JAWS to show its capabilities to the team.
2001 – Developer/Analyst Project: Six sigma, Strategic Goals and Objectives system Mr. Regatte designed in Excel using VisualBasic for Applications (VBA). He also gathered the requirements and developed initial design. The application was divided into five different phases, each phase representing the strategic alignment of the business process. Mr. Regatte developed forms for data entry into the worksheets. The worksheets included validations and calculations performed at the backend (VBA). Results were carried onto the next phase. Each phase included calculations. Arrays were used to carry the data from one phase to the next phase. At the end of last phase, the users were presented with the final results. He developed a login model requiring a password to enter the application and implemented a locking feature for view only access.
1999 – 2001 Developer/Analyst, Smart IMS Inc.
Project: Teligent Inc., Sales Web Operational Unit (SWOU), Intranet Site Development to tracking sales Mr. Regatte analyzed the existing application and gathered the requirements from the users. He also designed the database and established the relationships between the tables and the prototype developed and implemented the application. Mr. Regatte developed stored procedures to support the application. He supported an existing application, Salesworksheet with Users month-to-month requirements, resolved application errors, and customized the application according to the user requirements.
Project: Interactive Development (Idev), I-Trax, patient tracking system for hospitals
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Mr. Regatte developed a user-friendly web site to store all the information of a particular patient. Information included a patient’s general information, insurance, contact, and emergency contact information. A particular patient could be found by his last name or first name and his health history, medical history, drug allergies, number of visits to the hospital, and prescribed medicines by a doctor. He also debugged the application and was involved in testing for browser independency.
Project: American Association of Blood Banks, Website development Mr. Regatte designed, developed & coded the web site. The site has all the information about blood and blood bank locations and carries all the abstracts and reviews about blood.
1998 – 1999 Programmer/Analyst, Morphing Systems Pvt. Ltd., India
Project: Pneumosoft Inc., Web-based Project Tracking System Mr. Regatte designed the prototype and the templates. The employees of that organization were categorized according to their designations and each employee is provided with a user name and password that enables him to access only the information designated for that employee. He also developed the project with the help of the templates and developed and debugged the application. After the application was developed, he performed module level testing.
Project: NetFarms Inc., Intranet Application and Online Testing System Mr. Regatte developed the web pages along with the data entry forms for maintaining customer and supplier information. The Online Testing System tests the computer and analytical skills of the candidate and evaluates his/her competency. This system randomly selects the questions and then displays them to the candidate one by one, accepts responses, and stores them in the database. He also designed and developed the system where the responses of the candidate are compared to the correct answers in the database and displays the final test scores on the screen.
1997 – 1998 Developer/Analyst, Sagar Soft Inc.
Project: Appolo Hospitals, Applications Design Mr. Regatte developed the forms and reports for a corporate hospital to fulfill the requirements of individual doctors. This package kept track of the details of patients, details of tests along with reports, details of patient’s diseases, and details of referred doctors.
Skills: Internet Technologies Active Server Pages 2.0, AJAX, ASP.NET 3/2/1, Web Service, SOA, ASP.NET Webcontrols, ASP Upload 3.0, Active-X, C#, COM, JavaScript 4.0, JAWS (Job Access with Speech), JSP,
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.NET Remoting and SOAP extensions including the development of custom classes, Seagate/Crystal Decision Crystal Reports 4.5 & 8.5, VBscript 4.0, VB.NET, Visual Basic for Applications, Visual Basic 6.0, Visual Interdev 6.0, Visual Studio 2008/2005
Database Technologies SQL Server 2008/2005/2000/7, Oracle 10i/9i/8, MS-Access
Programming Languages DHTML, Java, J2EE, SOAP Web Services, XML, XSD schema, XSL, XSLT
Other 100BaseT network, Adobe Photoshop 5.0 & 6, Cognos, Compaq web servers, Compaq Windows NT 4.0 servers, Computer Associates Erwin 4.0, eHelp RoboHelp for HTML, EDI/Gentran Server, EMC storage, Flash Player 5.0, Internet Explorer 5.5, IIS 5.0, iPlanet LDAP, Merant PVCS Tracker 7.0, Microsoft Excel'97, Netegrity Site Minder, Netscape Directory server, Rational Rose, Secure FTP, Sun database servers, Verisign, Windows Services
Operating Systems Windows Server Operating Systems
28 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Ishwara Marakaje Role: Senior Developer
Education B.E., 1994 University of Mangalore, India Certificates Lotus Notes Professional (CLP) Certified Scrum master
Professional Experience Mr. Marakaje has over 20 years of experience in system analysis, design, architect, development, implementation, integration and support of e-business applications, banking applications, Activity Based Costing system and Tools, document management system, product development, Intranet and Internet applications. He also has extensive experience in Web Services, EDI transaction, data warehouse and migrations, production support, system integration and successfully managed several large technology upgrades for federal clients.
2006 – Present Senior Technical Consultant/Contractor, MV Solutions Inc. 2018 to Present – Senior Developer Project: Illinois Insurance Verification System (ILIVS) MVS IVS is currently being implemented in the State of Illinois. The contract was awarded to MVS on November 20, 2018. Mr. Marakaje is designing and developing key modules of the system. Insurance companies are required to report a weekly book of business file using the IICMVA format. This system will be used to issue letters to registered owners of vehicles identified by the system as uninsured. Contact center personnel, citizens, insurance companies, and agents will have the ability to submit compliance information electronically using the MVS IVS web portal. The technologies used by the system include .NET, Web services, AJAX, SQL Server, DTS, McAfee-e-business server, XML, JAVA, WS FTP Server, and SFTP.
2018 to Present - Senior Developer Project: Oklahoma Insurance Verification System (OKIVS) Mr. Marakaje designed, developed, and deployed key modules of the system. Implementation began in June, 2018. Insurance companies were required to be in production by October 15, 2018. Following a two-week testing period, production go-live for State users was November 1, 2018. This system performs insurance verification by utilizing insurance company web services and weekly BOB submissions from insurance companies using the IICMVA model. This system will be used to verify insurance during traffic stops, court appearances, new registration, registration renewal, plate readers, and ad-hoc inquiries using Web Services integrated with existing State systems as well as the MVS IVS Web Portal. The system was successfully deployed on time and has been operating without any downtime. The technologies used by the system include .NET, Web services, AJAX, SQL Server, DTS, McAfee-e-business server, XML, JAVA, WS FTP Server, and SFTP.
29 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
2018 to Present - Senior Developer Project: Alaska Insurance Verification System (AKIVS) The AKIVS system includes Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. The system was successfully deployed on time and has been operating without any downtime. The technologies used by the system include .NET, Web services, AJAX, SQL Server, DTS, McAfee-e-business server, XML, JAVA, WS FTP Server, and SFTP. Mr. Marakaje designed, developed, and deployed key modules of the system. The system was successfully deployed on time and has been operating without any downtime.
2015 to Present – Senior Developer Project: Louisiana Insurance Verification System (LAIVS) MVS developed and implemented the LA insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The LAIVS system is a hybrid of Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Marakaje designed, developed, and deployed key modules of the system. The system was successfully deployed on time and has been operating without any downtime.
2014 to Present - Senior Developer Project: Connecticut Insurance Verification System (CTIVS) MVS developed and implemented the CT insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The CTIVS system is a hybrid of Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Marakaje designed, developed, and deployed key modules of the system. The system was successfully deployed on time and has been operating without any downtime.
2014 to Present - Senior Developer Project: Rhode Island Insurance Verification System (RIIVS) MVS developed and implemented the RI insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The RIIVS system uses weekly Book of Business (BoB) files based on IICMVA specifications to verify insurance for registered vehicles and send notices to owners of uninsured vehicles. Mr. Marakaje designed and developed key modules of the system including the portal and ad-hoc reports for the users and management. The system was successfully deployed on time and has been operating without any downtime.
2011 to Present - Senior Developer
30 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Project: Montana Insurance Verification System (MTIVS) MVS developed and implemented the MT insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. The MTIVS system is a hybrid of Online Insurance Verification (OLV) using Web Services and Book of Business (BoB) reporting based on the IICMVA model and specifications. Mr. Marakaje designed and developed key modules of the system. The system was successfully deployed on time and has been operating without any downtime.
2010 to Present - Senior Developer Project: State of Wyoming Financial Responsibility Verification Program (WY FRVP) MVS implemented the integration of the MVS IVS weekly BoB reporting system with the WY FRVP insurance verification program. Mr. Marakaje designed and developed key components for the system. The system was successfully deployed on time and has been operating without any downtime.
2009 to Present – Senior Developer Project: District of Columbia Insurance Verification System (DC IVS) Development MVS developed and implemented the DC insurance verification system that provides a reliable method of verifying insurance and effective way of reducing uninsured rates. Mr. Marakaje designed and developed key pieces of the system including SQL Server DTS Packages, and VB.NET modules, and .NET web services. The system was successfully deployed on time and has been operating without any downtime.
2006 to Present – Senior Developer Project: South Carolina Department of Motor Vehicles (SC DMV), Automobile Liability Insurance Reporting (ALIR) System Development Mr. Marakaje played a lead role in the development of an insurance reporting system for the State of South Carolina (ALIR) that uses weekly book of business reporting supplemented by the MVS OLV web services tool insurance verification. Mr. Marakaje helped with the design, development, and deployment the SC ALIR system. The system acts as a medium of exchange of automobile policy information between insurance companies and the SC DMV Phoenix System. Mr. Marakaje contributed with the design and development of key pieces of the system including SQL Server DTS Packages, Oracle PL/SQL packages, and Visual Basic modules, and .NET web services that integrate the SC ALIR System with the Phoenix system. The system uses a wide variety of technologies including Visual Basic.NET, ASP.NET, Web Services, COBOL CICS, SQL Server, Oracle, McAfee E-Business Server, and WS FTP server. The system was successfully deployed on time and has been operating without any downtime. It is currently exchanging data with hundreds of insurance companies and thousands of insurance agents. It has been instrumental in significantly reducing the uninsured rate in South Carolina.
31 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
2002 – 2015 Development Manager/Team lead/Software Developer IBM Corporation, Herndon, VA
2010 – 2015: FDIC ITAS –AIMS – Assessment Information Management System Mr. Marakaje performed as a Development Manager to migrate the AIMS application from a legacy platform to the Micrsoft.NET platform using MVP pattern. AIMS is one of the mission critical gold application with in FDIC that assess and calculates the insurance premium from the FDIC insured banks. Mr. Marakaje successfully managed the following tasks a. Managed estimation and pricing of the contract. b. Managed a large development team c. Conducted code walk through. d. Discussed with FDIC EA team to get the approval for architectural changes and then communicate back with the team e. Analyzed the code with developers to improve the performance of the application f. Used Parasoft tool to analyze the code and addressed the findings 2009 –2010: FDIC ITAS –Open Bank – AIMS (Assessment Information Management System) Mr. Marakaje performed as a technical lead and deployment manager on several AIMS releases. In this role he • Managed the development team on the day today tasks like code reviews, development issues • Enforced design pattern and make sure team follows the pattern on each module • Resolve any technical challenges during the development cycle and give resolutions to the issues • Managed the daily build and deployment processes and enforced the development team to follow the established configuration management rules • Developed deployment processes to quality and production environments • Managed the production releases. • Enforced security standards and 508 standards to be compliant with the federal requirements
2008 –2009: FDIC ITAS - Closed bank - 4C Mr. Marakaje performed as a data warehouse lead for 4C (Closed Bank Application). 4C application is part of the closed bank portfolio, which deals with the valuation, biding and selling of the assets of the failed banks that have been insured by the FDIC. 4C application stores all types of asset information such as deposits, loans, real estate. 4C Data warehouse system records all the activities that are performed on an asset from the time of evaluation until the assets get sold. The existing system had performance challenges and was not designed to handle the high volume data and complex reporting needs. Tools: Business Objects 3.0, IBM dataStage, ORACLE 10g, PL/SQL
2006 –2008: Portal Team Lead, GoArmyEd (eArmyU) Army Education System.
32 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
GoArmyEd is a web based portal provides virtual gateway for Soldiers on active duty to request Tuition Assistance (TA) online, anytime for classroom, distance learning, and eArmyU online college courses. GoArmyEd is used by Soldiers to pursue their postsecondary educational goals, Army Education Counselors to provide educational guidance and Colleges to deliver degree and course offerings and to report Soldier progress Mr. Marakaje performed as a Portal Lead, by leading a team of 7 people to develop, implement and maintain the GoArmyEd system. Mr. Marakaje’s roles and responsibilities included managing a team of 10 people to convert the existing ASP based application to .Net based application. He also managed the deployment of releases to the production environment and the prioritization of request from the Army and assigned the tasks to the development team.
2003 – 2005: Team Lead/Lead Developer, South Carolina DMV Mr. Marakaje was responsible for the design, development and implementation of the 2nd phase of ALIR project. His responsibility mainly included analysis and development of ANXI X12 811 EDI maps, which included the analysis of business process, developing EDI maps using Gentran. He was also responsible for the implementation of business rules and testing the maps, development of File Handling interfaces, and design and development of ALIR web portal. He used ASP.NET technology to implement this website. He was also involved in interaction with several insurance companies and DMV personnel to implement this service. Mr. Marakaje was also involved in the integration of Gentran component, text file processing component, web interfaces and integrating all these components with the DMV applications, testing and deploying production servers in the South Carolina DMV data center. He designed and implemented SOA for the SC DMV which helped the insurance companies and DMV to increase the efficiency of their system and used .NET technology to develop and implement the several web services for the SC DMV.
2002 – 2004: Lead Developer/ Team Lead, CNI–US Navy Regions, Implementation of Activity Based Costing This project was for the COMMANDER NAVAL INSTLLATIONS (CNI), to develop an enterprise- wide, automated, sustained Activity Based cost management (ABCM) implementation. The solution provides an integrated, web-enabled capability to produce and dynamically display cost information for all regional base services. The system includes web-enabled data collection, reporting and automated model population. Mr. Marakaje was involved in design and development of different ABC modules in the web based DCT (Data collection tool). He was involved in the designing of the databases, data analysis, building an interface from DCT application to the OROS tool (an Activity Based Costing tool), encryption logic to encrypt the passwords in the SQL Server database. Mr. Marakaje was also involved in the installation and configuration of Cognos Enterprise Powerplay Server to publish the ABC reports. Mr. Marakaje led the application maintenance team to maintain 5 US Navy region sites and also to enhance the functionality of the system.
2000 – 2002 - Team Lead/Lead Developer, PricewaterhouseCoopers LLP, Fairfax, VA
2002 Team Lead/Lead Developer, DLIS - Defense Logistic Information Services
33 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Mr. Marakaje was responsible for developing and enhancing the Balance scorecard system and Activity Based costing system (ABC) and reporting using Cognos Power Play. He used Microsoft Visual Basic as the user front end and SQL-Server as the database. He created several Cognos- Report cubes in order to create ABC reports from the database. Mr.Marakaje did interact with the client and gathered the information. He prepared the documentation and trained the people on these systems.
2001 – Lead Technical Architect/Developer, South Carolina DMV Mr. Marakaje was responsible for designing, developing, and implementing ANSI X-12 EDI standard EDI interface using Sterling commerce Gentran tool. He created ANSI X-12 version 3050 transaction-set 811 to handle the insurance document from insurance companies to the South Carolina DMV. He designed the interface to handle both Inbound and Outbound EDI documents. He also created system import interfaces to handle partner verification, and developed COM interface to increase the functionality of the Gentran tool. Mr. Marakaje did unit testing and system testing using different test case to test these interfaces. He also developed the web interface to track the document through the web from the insurance companies. He was also responsible for developing technical documentation and implementation manual.
2000 – 2001 – ABC Model Builder, Defense Information Systems Agency (DISA)-DTIC Mr. Marakaje was responsible for building the ABC model for DISA for fiscal year 2000. As a model builder he was involved in collecting the resource data from the DBMS accounting system, designed resource module, built activity dictionary and cost object mdules using OROS tool. He extensively interated with DISA personnel to build the model and designed the reports from the ABC model.
2000 – System Designer/Develop, Veterans Beneficiary Administration (VBA) The VBA-DCI is a Web-based labor survey tool that provides Web access to the VBA Activity Dictionary. Mr. Marakaje was responsible for development and implementation of this website and also interfacing this web site with ABC model. The DCI (Data Collection Instrument) supports quick and efficient collection of labor resource driver information for the ABC model, reducing delays in issuing, compiling, analyzing survey data, locating lost or incomplete surveys, and reducing data entry/conversion errors. The system was developed using Active Server pages with extensive JavaScript validations
1998 – 2000 – Team Lead/System Designer/Developer, Optimos Inc, Chantilly, VA
1999 – 2000 Team Lead/System Designer/Develop, General Electric Company (GE-Corporate) This product measures the network performance on their Internet, Intranet and their email systems. As a Team lead and system designer, Mr. Marakaje interacted with General Electrical technical team for requirement gathering, requirement study and designing of this product. He led a team of 5 people in this project and he was responsible for implementation of this product for more than 400 business units of General Electrical Company all over the World. As a developer
34 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Mr. Marakaje designed the network measuring logics, user interfaces, designed reports using ASP and web charts and stored procedures in the database.
1998 – 1999 System Designer/Developer, Sun America Financial Inc, Mr. Marakaje was responsible for designing and developing COM (Component Object Model) interface between Quantech- a retirement plan application (In windows) and payment application in mainframe. He did extensive analysis of the existing process and interfaces between Quantech and mainframe, the existing process was manual process and user was spending lot of time in transferring the data. Mr. Marakaje designed a very effective COM (Component Object Model) interface between these two applications - this minimized lot of manual interaction to transfer the data between Quantech and Mainframe. He was also involved in the development of a WEB based Account Access Interface and Performance review interface. He used HTML and Active Server Page (ASP) to submit and retrieve information from the WEB Server (www.sunamerica.com)
1999 - Interface Designer/Developer, First Chicago National Bank (FCNB) Mr. Marakaje was responsible for developing an interface to migrate the data from mainframe systems to the First Chicago National Bank’s SAP system. He was responsible for analysis of legacy systems in the mainframe and developed a data migration interface using Mercator tool. This involves developing of type tree structures of legacy system and the SAP data structures, developing executable maps, which involves defining of mapping rules (business rules) and mapping data from legacy system to the SAP data structure.
1998 – Interface Designer/Developer, Deloitte & Touche, LLP Mr. Marakaje was responsible for Analysis and developing Y2k compatible ANSI X12, version 4010 EDI interfaces for trading partners like Wal-Mart, BestBuy, LeCruset of America and Bed Bath and Beyond using Sterling Commerce Gentran Server. He worked in developing EDI interfaces for Purchase order (850), invoices (810), etc. He worked extensively with business software specialists to analyze and interface the EDI interface to the business applications. Mr. Marakaje also trained several people in EDI tools.
1998 – Developer, Federal Aviation Administration Mr. Marakaje was responsible for developing an Object oriented model Using Visual Basic Class modules for cost estimation and data export. He also worked in Y2K Tracking system, which deals with Y2K tracking, repair processes and statistics about various systems used in FAA (Federal Aviation Administration). The application provides directions regarding type of information to be collected/documented and the distribution of that information at each phase during the year 2000. The application also contains different modules to track Y2K including Assessment Plans, Renovation Plans, Validation Processes and Contingency Plans. Mr. Marakaje generated reports using Seagate Crystal Reports and MS-Excel (OLE-technique from Visual Basic).
1994 – 1998 Senior Software Engineer/Project Leader, Multimedia Computer Systems Private Ltd., Bangalore, India
35 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
1998 – Developer, CITICORP Ltd, Media Management System Mr. Marakaje designed and developed the Media Management System to manage storage devices like cartridges, tapes, CD's, floppies and software inventories. He was responsible for developing this application. He worked extensively with the customer to implement this project.
1997 Designer/Developer, Bankbox Mr. Marakaje was responsible for designing and developing a COM (Component Object Model) object to be used, in banking applications, financial accounting applications.
1997 – Developer, Mysore Coffee Curing Works Mr. Marakaje was responsible for converting existing Access database application to a SQLServer and ORACLE based application. He worked extensively in stored procedures, database designs.
1996 -1997 – Team Lead/System Designer/Developer, Amanath Co-operative Bank Ltd. India, EBS is an on-line, fully integrated, interactive, query oriented system covering areas such as Pay Orders and Demand Drafts, Loans & Advances, Legal case follow-ups and front office. Mr. Marakaje was responsible for leading a team of 7 members and implementation of this project. Mr. Marakaje used latest technologies like Web interfaces, COM and DCOM technologies to implement this project. He integrated this application with work -flow and document management applications to enhance the features.
1996 - Team Lead/Developer, Multimedia Computer Systems Ltd., Bangalore, India Mr. Marakaje worked to integrate the SMS with Signature Verification System to maintain specimen signatures and the Document Management System. He worked in several modules and reports of this application: He consolidated, duplicated and generated various periodical & statutory reports, divided calculations and generated warrants, printed share certificates, validated presentation and executed certificate number against Folio and Distinctive number. He also generated several reports like members ledger, alpha wise number of shares and Endorsement slips, Address labels, and Share holding pattern.
1995 – 1996 - Application Designer/Developer, IEMENS Communication Software, Bangalore, India Mr. Marakaje was responsible for system study, design and development of the application. The application has facility to catalog documents, books, tapes, CDs and Journals. It provides a user-friendly interface to perform keyword searches, includes a SQL builder to query document status. He integrated the system with Banyan Vines mail. Mr. Marakaje also worked in developing a web interface to this application, using web interface of the ELIS, user can query the information, reserve the books from their desktop without contacting the Librarian
1995 – Designer/Developer, Datapro Communication Software Ltd., Pune, India Mr. Marakaje was responsible for designing and interfacing document management system (EDICT-Electronic Document Image Capture and Transfer) with XeeMail, an email product from Datapro communication Software to send and receive XeeMail, Internet mail, Fax and Telex. Xee-Manager forms the front-end for XeeMail and offers enhanced features to XeeMail enabling
36 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing it to handle and organize all kind of office documents including scanned paper documents, sending and receiving purchase orders, invoices electronically.
1994 – 1995 – Senior Software Engineer/Project Leader, Multimedia Computer Systems, Bangalore, India Mr. Marakaje was responsible for the development and implementation of this product. EDICT uses all kinds of latest technologies like digitizing paper documents, Optical Character recognition (OCR), email systems and Electronic payment transfers etc. Mr. Marakaje worked with several customers like BOSCH, SIEMENS, RBI (reserve Bank of India) and implemented this product in their organizations.
Skills
Internet Technologies ASP.NET, C#, VB.NET, Visual InterDev, ASP, HTML, DHTML, VB.NET, FrontPage, XML, XML- DOM, IIS, Web services
Database Technologies Oracle, SQL*Server, MS-Access, ODBC, OLE-DB, ADO, RDO, ROSE
Program Languages Visual Basic, C, C#, .NET, VBScript, VC++, JAVA, JavaScript
Other ActiveX, COM, DCOM, EDI, ABC (Activity Based Costing), OROS-5.2, ANSI-X12 standard, MS- Exchange Server, Outlook, MAPI, Sterling Commerce-Gentran Server (EDI tool), TSISoft – Mercator (EAI and EDI tool), Rumba for mainframe, ROSE, Cognos Powerplay Enterprise Server, Cognos Powerplay, PGP Encryption, OROS 5.0 (Activity Based Costing tool), , SIEBEL, McAfee E-Business Server,
Operating Systems Windows Server Operating Systems, UNIX, and Novell Netware
37 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Tracy Laws Corson Role: Contact Center Manager/Training Manager
Education B.A., 2001 Clemson University Speech and Communications
Awards and Honors Clemson University’s Presidential Tray Recipient 1996
Professional Experience Ms. Corson has fifteen years’ experience in relationship to DMV processes, procedures, and call center management. She currently manages the MVS Contact Center which provides support for all MVS IVS implementations where they receive inquiries from citizens, insurance companies and agents, DMV field offices and other external users. She has successfully managed this contact center and maintains a strong focus on Customer Service. She works closely with system users and citizens to research and advise as necessary. She also developed and maintains the Contact Center processes, training, and self-help functions. She serves as a Subject Matter Expert for insurance processes and procedures, system functions, and Financial Responsibility Laws. Ms. Corson and the Contact Center team are in integral part of each state implementation from the start; they are responsible for registering all insurance companies that write auto liability on the IVS website and documenting their reporting status. As the implementation deadline grows closer, they are responsible for making sure all companies are staying on schedule with testing and notifying the technical staff of any delays. From there they focus on user registration and reconciling FAQ’s as needed, answering Contact Center emails and producing bulletins and communications as needed. Ms. Corson is experienced in creating training materials for lectures, reading as well as voice over screen recorded instruction.
2018 – Present: Director of Support Services Project: Illinois IVS Contact Center (ILIVS) Ms. Corson is responsible for creating the training and support functions related to ILIVS. This system will be used to issue letters to registered owners of vehicles identified by the system as uninsured. Support will be provided for contact center personnel, citizens, insurance companies, and agents submitting compliance information electronically using the ILIVS web portal. Hiring, training, and staffing are also responsibilities managed by Ms. Corson.
2018 – Present: Director of Support Services Project: Oklahoma IVS Contact Center (OKIVS) Ms. Corson is responsible for the daily activities of the OKIVS Contact Center including insurance company registration, insurance company and agent support, insurance verification requests
38 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing submitted through the web portal, Contact Center emails, and daily system reports. Hiring, training, and staffing are also responsibilities managed by Ms. Corson.
2018 – Present: Director of Support Services Project: Alaska IVS Contact Center (AKIVS) Ms. Corson successfully facilitated registration of 213 insurance companies to the AKIVS website and is responsible for the daily activities of the AKIVS Contact Center including insurance company registration, insurance verification requests submitted through the web portal, Contact Center emails, and daily system reports. Hiring, training, and staffing are also responsibilities managed by Ms. Corson.
2015 – Present: Director of Support Services Project: Louisiana IVS Contact Center (LAIVS) Ms. Corson is responsible for the daily activities of the LAIVS Contact Center including insurance company registration, OMV user registration, State Police user registration and Public Tag Office user registration. Insurance verification requests submitted through the web portal, Contact Center emails, and daily system reports are all monitored by the Contact Center team. Hiring, training, and staffing are also responsibilities managed by Ms. Corson.
2014 – Present: Director of Support Services Project: Connecticut IVS Contact Center (CTIVS) Ms. Corson is responsible for the daily activities of the CTIVS Contact Center including insurance company/agent registration, emails and daily system reports. System variances are reported to the IT staff for research and resolution. Hiring, training, and staffing are also responsibilities managed by Ms. Corson.
2014 – Present: Director of Support Services Project: Rhode Island IVS Contact Center (RIIVS) Ms. Corson manages the RIIVS Contact Center’s daily activities by reviewing system reports, answering insurance company & customer inquiry emails, and registering new companies. In addition, she oversees the RIIVS Call Center and the mailing of the customer letters regarding the vehicles that have unconfirmed insurance as well as any returned letters. Call routing, voice recorded messages, call center schedules, maintaining proper staffing and training is also a responsibility of Ms. Corson.
2013 – Present: Director of Support Services Project: Montana IVS Contact Center (MTIVS) Ms. Corson oversees the MTIVS daily Contact Center activities that include daily system reports, insurance company & customer inquiries, new company registrations, as well as phone calls. She also maintains proper staffing by hiring and training new employees.
39 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
2013 – Present: Director of Support Services Project: South Carolina ALIR Contact Center (SCALIR) Ms. Corson manages the daily activities of the SCALIR Contact Center and serves as subject matter expert for SC Financial Responsibility procedures. The Contact Center is responsible for answering 200+ email inquiries weekly from insurance companies, insurance agents, and customers. Ms. Corson is responsible for hiring, training, and properly staffing employees to work the Contact Center as well as maintaining a strong working relationship with the SC DMV.
2006 – 2013 Manager of MVS Contact Center and Subject Matter Expert for SC DMV, MV Solutions Inc, Columbia, SC 2006 – 2013: Contact Center Manager Project: South Carolina DMV Contact Center Ms. Corson directly managed the MVS Contact Center for the South Carolina Department of Motor Vehicles and technical Contact Center for MVS IVS implementations. The SC DMV Contact Center handled approximately 20,000 calls and 500+ emails a week covering all DMV topics from vehicle titling, accident reporting to driver license suspensions. She was also responsible for researching and providing solutions for Financial Responsibility exception processing including training call center staff to process basic customer transactions. She served as a Subject Matter Expert for DMV processes, procedures, and Financial Responsibility Laws. Ms. Corson maintained a staffing schedule of 40+ employees to insure proper coverage for all customer calls and Contact Center activities while focusing on single call resolution. She oversaw IVS Contact Center activities, including advising system users on the use of the system and trouble shooting and system issues. Ms. Corson developed the Contact Center procedures and maintained up to date document based upon changes to DMV policies and procedures. She was also responsible for staff training on SC DMV policy & procedure, SC Motor Vehicle Laws and customer transactions.
2003 – 2006 Training Analyst/Coordinator, South Carolina Department of Motor Vehicles Columbia, SC Ms. Corson served as training team lead for all Financial Responsibility and Violations & Suspensions classes and processes. She coordinated the completion of the DMV New Employee Training Manual 2006: writing modules, pulling test data for practice transactions, gathering necessary modules from teammates, formatting and editing the final manual and maintained the master copy. She also coordinated employee travel, hotel accommodations as well as training classroom schedules and maintained a working relationship with DMV Business Analysts. Ms. Corson took part in system testing and reported changes to the agency through written communication. With the knowledge she had gained through previous DMV positions, Ms. Corson was responsible for: researching, developing and delivering classes to DMV employees, delivering agency change processes and documenting any new or changed business processes. She was also involved in the following projects: Financial Responsibility, Real ID Act, MCSIA (Motor Carrier Safety Improvement Act), DUI Immobilization and Teenage Tobacco Policy.
40 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Skills Technologies Microsoft Access, Microsoft Excel, Microsoft Project, Visio, Microsoft Word, Windows 95/NT/2000/XP Consulting Document Process and Procedures Change communications and manage customer service call center.
Presentations Managing Customer Relations, SC Department of Social Services, Myrtle Beach SC, April 2007 DMV New Employee Training Classes, SCDMV, 2-week training classes designed for mastery of basic DMV customer transactions in a variety of areas, Blythewood SC, February 2005- October 2006 DMV Financial Responsibility Training Classes, SCDMV, day training classes designed to master all Financial Responsibility transactions, Blythewood SC, 2006
41 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
3.0 Staffing Plan The Staffing Plan should demonstrate the Prospective Contractors understanding of all resources required to perform all of the activities in this RFP. All content should be formatted for effective viewing. Instructions: Provide a Staffing Plan.
MVS is the industry leader in online insurance verification systems. No other vendor has the breadth of experience, depth of knowledge, and proven track record that MVS offers. MVS has been providing insurance verification systems since 2006 and has eleven (11) successful implementations: Alaska, the District of Columbia, California, Connecticut, Illinois, Louisiana, Montana, Oklahoma, Rhode Island, South Carolina, and Wyoming. The resources proposed for this engagement are the same resources used to implement all MVS IVS implementations. The MVS staffing plan for this implementation has been provided below. Key personnel are identified in orange while additional project resources are in yellow. Project tasks listed in the staffing plan match directly to project tasks listed in the implementation plan. Units are shown in work hours for each MVS resource and task. This staffing plan covers all project tasks from kickoff to go-live. These resources will also be utilized for support and maintenance after implementation.
42 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Task Name Shawn Goff Project Manager MittalSaurabh Technical Architect Srinivas Regatte Technical Lead Ishwara Marakaje Senior Developer Tracy Corson Training/Support Deborah Pierce Testing/QA Ronnie Hooker Developer Chittaranjan Nilak Hosting/DBA Tonya Amaker Training/Support AR IVS Project Project Initiation Prepare Introductory Briefing and 16 8 Kickoff Agenda Review and Approve Introductory
Briefing and Kickoff Agenda Project Kickoff Meetings (on-
site) Pre-Kickoff Sponsor Meeting 2 2
Kickoff Presentation 2 2 Introduction of MVS and DFA
Teams High-Level Solution and
Process Overview Project Plan Review Questions/Demo Requirements Discussions ARIVS Web service for State 2 2 systems ARIVS Web portal 2 2 Citizen Users State Users Insurance Company and
Agent Users Registration Data Exchange 2 2 Non-Compliance Notices 2 2 Compliance/Clearance Data 2 2 Exchange Insurance Company 2 2 Requirements and Deadlines Reporting 1 1 Hosting and Security 2 2 User and Technical Support 1 1 Insurer/Agent Data Exchange 1 1 Discussion Wrap-up Items 0.5 0.5 Communication Plan 0.5 0.5 Discussion Next Steps 0.5 0.5 Update of Project Plan and 0.5 0.5 Project Tracking Documents Updated Project Plan and 1 1 Project Tracking Documents Requirements and Design
43 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Task Name Shawn Goff Project Manager MittalSaurabh Technical Architect Srinivas Regatte Technical Lead Ishwara Marakaje Senior Developer Tracy Corson Training/Support Deborah Pierce Testing/QA Ronnie Hooker Developer Chittaranjan Nilak Hosting/DBA Tonya Amaker Training/Support Staffing Plan 6 1 Update Staffing Plan Updated Staffing Plan Approval of Staffing Plan Implementation Plan 8 2 16 Update Implementation Plan Updated Implemenation Plan Approval of Implemenation
Plan Maintenance Plan 2 8 8 Update Maintenance Plan Updated Maintenance Plan Approval of Maintenance Plan Ongoing User and Technical 6 3 24 4 Support Plan Update Ongoing User and
Technical Support Plan Updated Ongoing User and
Technical Support Plan Approval of Ongoing User and
Technical Support Plan Data Security Plan 3 8 8 16 Update Data Security Plan Updated Data Security Plan Approval of Data Security Plan Testing Plan 6 4 2 36 2 Update Testing Plan Updated Testing Plan Approval of Testing Plan Finalize and Document 40 40 24 8 16 12 Requirements Insurance Company Reporting
Requirements Registration File Layout and
Exchange ARIVS Web Portal ARIVS Web Service Rules for Selection of Records
for Non-Compliance Notices Customer Response
Processes and Compliance Rules Letter and Compliance Data
Exchange
44 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Task Name Shawn Goff Project Manager MittalSaurabh Technical Architect Srinivas Regatte Technical Lead Ishwara Marakaje Senior Developer Tracy Corson Training/Support Deborah Pierce Testing/QA Ronnie Hooker Developer Chittaranjan Nilak Hosting/DBA Tonya Amaker Training/Support Hosting and Security User and Technical Support Reports Finalized Requirement
Document Approval of Requirements
Document Insurance Company Reporting
Guide Develop draft Insurance 8 6 Company Reporting Guide Insurance Company Reporting
Guide Approval by DFA DFA/AID provides insurance
company list Publication of Insurance 1 1 Company Reporting Guide System Configuration and
Testing Establish IVS Infrastructure - 16 24 24 36 80 Primary Hosting Facility Setup Development
Environment Setup Test Environment Setup Production Environment (MVS IVS Web Portal - Insurer Registration) Domain Assignment and DNS
Entries Establish IVS Infrastructure - 24 40 12 8 80 Offiste (Disaster Recovery) Setup Disaster Recovery
Environment MVS IVS System Modifications
and Unit Testing MVS IVS Web Portal for 8 4 40 40 16 40 4 Insurers MVS IVS FTP Server and File 1 12 24 24 6 24 2 Processor MVS IVS Registration File 2 16 40 40 16 40 2 Processing and Matching module MVS IVS Batch Reverification 2 24 40 40 16 40 4 Modules MVS IVS OLV client 1 24 40 40 16 40 4 MVS IVS Web Service for 4 16 40 40 16 40 8 State systems MVS IVS Notice Generation 16 24 60 60 16 40 10 Module MVS IVS Web Portal 24 16 80 80 16 80 10 Compliance & Payment Modules MVS IVS Compliance Data 24 24 40 60 16 80 10 Exchange Module
45 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Task Name Shawn Goff Project Manager MittalSaurabh Technical Architect Srinivas Regatte Technical Lead Ishwara Marakaje Senior Developer Tracy Corson Training/Support Deborah Pierce Testing/QA Ronnie Hooker Developer Chittaranjan Nilak Hosting/DBA Tonya Amaker Training/Support Reports 16 16 24 40 16 40 10 MVS IVS Unit & Integaration 16 24 40 40 32 40 4 Testing (Dev Env) Functional Testing (Test Env) 24 16 12 12 24 40 4 24 DFA Systems Modifications
and Testing Registration Extract File
Generation Compliance Data Exchange
and Suspension Modules Joint Data Exchange testing - 40 40 24 24 24 80 6 8 MVS and DFA Insurance Company Setup and
Reporting Establish Email-based Helpdesk 4 4 for Insurance Companies Move MVS IVS Web Portal for 1 8 8 4 Insurers to Production Move MVS IVS FTP Server and 1 8 8 2 File Processor to Production Registration by Insurance 16 4 16 24 80 80 Companies Testing and Approval of 100 200 200 200 50 8 50 Insurance Company Files Insurance Company
Production Switchover Deadline First Weekly Insurance
Company BOB Files Due Switchover to Production
Environment Move all remaining MVS IVS 8 16 16 24 24 12 Modules to Production DFA begins providing weekly
Registration Files State Systems connect to MVS
IVS Web Service for Testing MVS IVS Compliance Data Exchange Module Connected to Test 12 8 8 8 16 2 State System Pre-Production Testing (
Production Environment) Functional Testing 16 6 12 12 8 16 6 2 Functional Testing Results 2 2 1 1 State Approval of Functional
Testing Operational Testing (Prod Env) 24 10 16 20 8 40 8 Operational Testing Results 4 4 2 2 2 2 2 State Approval of Operational
Testing Insurance Company Testing 40 20 16 20 8 60 8 (Prod Env)
46 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
Task Name Shawn Goff Project Manager MittalSaurabh Technical Architect Srinivas Regatte Technical Lead Ishwara Marakaje Senior Developer Tracy Corson Training/Support Deborah Pierce Testing/QA Ronnie Hooker Developer Chittaranjan Nilak Hosting/DBA Tonya Amaker Training/Support Insurance Company Testing 8 8 4 4 4 4 Results State Approval of Insurance
Company Testing User Acceptance Testing 24 10 16 20 8 40 8 User Acceptance Testing 4 4 2 2 2 8 2 Results State Approval of User
Acceptance Testing Final Acceptance Testing (Prod 24 10 16 20 8 40 20 10 8 Env) Final Acceptance Testing 4 4 2 2 2 8 2 2 2 Results State Approval of Final
Acceptance Testing Update Manuals and 24 16 4 4 24 24 Documentation Disaster Recovery Plan and
Testing Detail the Disaster Recovery 16 16 8 8 25 60 Plan Submit Disaster Recovery Plan 2 2 2 Disaster Recovery Testing 25 10 16 20 8 25 40 Disaster Recovery Testing 2 2 1 1 1 1 Results State Approval of Disaster
Recovery Test Provide Training to State Users 24 16 40 20 Setup Customer Support Help 4 32 40 Desk System Go-Live
Total Hours 725 795 920 983 395 657 556 415 300 % of Time For Work Effort 54% 60% 69% 74% 30% 49% 42% 31% 22%
47 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-3 – Prospective Contractor Engagement Organization and Staffing
4.0 Staff Retention
The Prospective Contractor should provide assurances that it will retain the appropriate level of staff to complete the scope of this engagement throughout the contract period. The Prospective Contractor should describe its approach to staff retention, with specific attention to ensuring staff consistency throughout the duration of the Engagement.
Instructions: Describe Prospective Contractor’s process and methodology for retaining personnel and ensuring that Key Personnel are consistently engaged on this Engagement. The Prospective Contractor should also discuss steps they have/will take to minimize staff turn-over to avoid costly re-training of Engagement resources.
The MVS resources proposed for this engagement are the same key resources used to develop and implement all MVS IVS implementations: The District of Columbia, Alaska, California, Connecticut, Illinois, Louisiana, Montana, Oklahoma, South Carolina, Rhode Island, and Wyoming. All of the proposed key MVS resources have considerable experience designing and implementing insurance verification programs. These resources have been employed by MVS for over a decade.
In order to retain personnel, MVS offers employees competitive pay, paid vacation and sick days, insurance benefits, matching 401k, flexible work hours, and profit sharing. MVS has experienced no turnover in key resources since its establishment in 2006.
These resources will be involved with this engagement during its entire duration. Both Shawn Goff and Saurabh Mittal will be on-site for project activities conducted at the State’s location during project kickoff and available to DMV throughout this contract. Shawn Goff, co-founder and president of MVS will be the Project Manager. Saurabh Mittal, co-founder and CEO of MVS will be the Technical Architect. Both Mr. Goff and Mr. Mittal have equity ownership in MVS and will be in the two most significant roles for this engagement.
48 of 48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-4 – Functional Requirements
Online Insurance Verification System
Directions: The table below provides the functional and technical requirements for the solution. Bidders must indicate with an ‘X” in columns OOB, CFG, CSL, or NA whether their solution supports the following requirements. OOB = Out of the Box- The Proposed System completely meets the requirement without customization or configuration. CFG = Configurable- The Proposed System must be configured to meet the requirement but changes to software code are not required. (Proposer must provide explanation). CSL = Custom Solution- The requirement can be met by implementing a custom solution. (Proposer must provide explanation). If CSL is selected, in the comments please propose an alternative (that meets the needs of the State) or an explanation of why it is acceptable to forego this requirement. N/A= Not Available- The proposed system does not offer this requirement.
Functional Requirements
Availability Function OOB CFG CSL N/A Explanation -E.1 Coordination/Communication - MVS IVS will utilize licensed insurance company data from -··the AID. Insurance company data is utilized in the self- registration process through the MVS IVS web portal. During the registration process the NAIC and insurance company information provided during registration is verified The proposed system has the capability to receive notification with the data provided by AID. This data is also utilized to from Arkansas Department of Finance and Administration (DFA) update the status of an insurance company in the event A and/or from Arkansas Insurance Department (AID) when a new X they are no longer licensed, or identify new insurance insurance company has been registered to do business of selling companies in the State. Through this process the MVS motor vehicle insurance policy in State of Arkansas. Help Desk will be alerted of the new insurance company in order to begin the onboarding process. MVS IVS can interface with AID through batch or real-time interfaces. In most cases, insurance company data is provided by AID to MVS through FTP. MVS IVS is already connected to more than 86% of insurers writing business in AR. The AID will provide MVS IVS with access to new/existing insurers. The MVS IVS The proposed system has the capability to coordinate with help desk will be responsible for communicating to all AR new/existing insurers in the business of selling motor vehicle insurers. Insurers will be required to register through the B X insurance in State of Arkansas to gain access of their business MVS IVS web portal which will begin the automated data. onboarding process. MVS IVS uses the standard IICMVA web services and BOB format, and a uniform reporting process which is already used by insurance companies in several other jurisdictions. MVS IVS has provided non-compliance letter services related to insurance verification processes to citizens since 2006 in SC, DC, CT and RI generating more than 30,000 The proposed system has the capability to send non-compliance letters per month. MVS will also be providing these letters to registered vehicle owners in Arkansas when a motor services in IL. MVS IVS correspondence modules are C X vehicle registration does not have an associated insurance policy utilized to create customer letter files for letter generation. for a time period. Letters can be printed and mailed regularly based on the preferred schedule of the client. Currently MVS IVS is generating letter files every calendar or business day depending on State requirements. E.2 Web Based Application Interface MVS IVS offers the most comprehensive and widely used Web Portal available for real-time verification. All web The proposed system will provide a web service interface to service system components and services required by the access the Online Insurance Verification System by authorized State have already been proven in these jurisdictions. MVS A State agencies to verify the insurance coverage with minimum X IVS Web Portal currently provides real-time automobile inconvenience to State system users and maximum integration insurance verification services to thousands of individual with current workflows where possible. users including insurance companies, agents, courts, law enforcement, county officials, customers, DMV, and various other authorized users. The MVS IVS Web Portal can be used to enter their insured vehicles through a web transaction or upload an Excel file with their policy data. These smaller insurance The proposed system will provide a secure web based solution to companies can make changes when a policy is added, B upload insurance information of self-insured customers and for X updated, or cancelled through the Web Portal. Self- insurance companies with less than fifty (50) insurance policies. insured vehicles can be received using a file transfer or by using the MVS IVS web portal. This insurance type will be provided in the MVS IVS response message to the Jurisdiction for the vehicle. MVS IVS is also available to citizens through a secure The proposed system will provide a secure public web-site for public website. Citizens are available to verify their C data entry, display insurance policy information to the citizens of X insurance and provide electronic response to non- Arkansas. compliance letters generated by MVS IVS. This service is currently being provided in several jurisdictions. E.3 System to System Connection Interface Authentication and authorization is performed at every step of data exchange with insurance companies. All data The proposed system will secure data transmittal between exchange by the MVS IVS web server is protected by A insurance companies issuing motor vehicle insurance in State of X cryptographic methods. Files are encrypted using PGP Arkansas and the proposed solution. and are also secured during transport by using SSH encryption The proposed system includes a certification and testing program The MVS technical team will conduct unit, integration, and to ensure that 3rd party systems can demonstrate the capability regression testing to ensure 3rd party systems meet B to correctly use the secure data connection interface and transfer X security, connectivity and format criteria prior to production data in useable format before they are authorized to submit data authorization. This process has been successfully utilized to the System. in all eleven MVS IVS implementations. E.4 Data Upload/Download Requirements MVS IVS currently exchanges large data sets of files of The proposed system will send and receive large sets of files of motor vehicle registration information with ten (10) different A X motor vehicle registration information securely to and from the jurisdictions many of which with more registered vehicles State of Arkansas, in a format designated by DFA. than the State of Arkansas. The proposed system will compare monthly registration files to B the insurance policy records to determine which registered X MVS IVS is currently comparing registration to insurance vehicles have and do not have an associated active insurance policy records to determine which registered vehicles are policy and send a response to the designated System. insured in ten (10) different jurisdictions. E.5 Reporting The MVS IVS web portal provides numerous real-time canned reports. The web portal user will have the ability to select the parameters for the report to include dates, transaction, vehicle, policy and customer information. Numerous reports which monitor system operation are A X available through the MVS IVS web portal. These on demand web portal reports monitor key statistics such as insurance company reporting, registration matching, The proposed system will provide robust ad-hoc and pre-defined uninsured vehicles, uninsured rates, and suspension reporting functionality for the State to determine compliance with action. In addition, any ad-hoc report request can be Arkansas statutes and rules. handled easily. The proposed system will define new reports and edit as needed B X MVS IVS reports can be modified or new reports created to without assistance or ongoing support from vendor. meet the specific requirements of the jurisdiction. The proposed system will configure access to reporting C X functionality to State system users. Report access is user role driven.
The proposed system will export report data to variety of formats D X including but not limited to: Microsoft Excel, .csv, .txt, .pdf MVS IVS reports are available for export in a variety of formats including Microsoft Excel, .csv, .txt, and .pdf. E.6 System User Access User maintenance is also controlled through the MVS IVS web portal with role driven user access. Administrative and super users have the ability to add, modify and deactivate A X users. MVS IVS currently serves thousands of users The proposed system allow the set up of various user types who's including insurance company, insurance agent, State, access to the system is restricted by their assigned user role.. court, law enforcement, and third-party users. E.7 Auditing The proposed system will log users account activity including who A accessed the data, what data was accessed and when it was X accessed. MVS IVS logs all user account activity. The proposed system will track changes to application data B including date of change, System User ID, type of change (insert, X update, delete) and original and updated field values. MVS IVS tracks all changes to application data. E.8 Data Storage and Retention The availabilty period of data is configurable in MVS IVS. The proposed system will allow for the availability of data For Arkansas, this will be set to 3 years and MVS IVS will A X collected by the system for a period of three (3) years. provide the availability of data collected by the systems for three (3) years. The proposed system will allow for an archival process after three The archival time period is configurable in MVS IVS. For B (3) years which removes data from the system and stores in a X Arkansas, this will be set to 3 years and MVS IVS will secondary storage location. archive data after three (3) years.
The proposed system will store data at rest in secure/encrypted MVS IVS data is encrypted via cryptographic mechanisms C X database. (encryption) at rest and in transit. For database encryption, SQL Server Transparent Data Encryption (TDE) is used.
Template T-5
Requirements Approach
Response Template
RFP #: SP-18-0132 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Table of Contents
1.0 Coordination and Communication...... 3 2.0 Web Based Application Interface ...... 20 3.0 System to System Connection Interface ...... 40 4.0 Data Upload and Download Requirements ...... 47 5.0 Reporting ...... 50 6.0 System User Access ...... 55 7.0 Auditing ...... 61 8.0 Data Storage and Retention ...... 63 9.0 System Alerts ...... 64 10.0 Solution Infrastructure and Implementation ...... 66
2 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
1.0 Coordination and Communication
Describe how you plan to receive notification from Arkansas Department of Finance and Administration (DFA) and/or from Arkansas Insurance Department (AID) when a new insurance company has been registered to do business of selling motor vehicle insurance policies in State of Arkansas.
MVS IVS will receive licensed insurance company data and contact information from the AID. MVS IVS can interface with AID through batch or real-time interfaces. In most cases, insurance company data is provided to MVS IVS through SFTP. MVS IVS reports and automated alerts notify the MVS IVS technical team of a new insurance company received in the data from AID in order to begin the onboarding process. Insurance company data is utilized in the self-registration process through the MVS IVS Web Portal. During the registration process the NAIC and insurance company information provided during registration is verified with the data provided by AID. This data is also utilized to update the status of an insurance company in the event they are no longer licensed. The following screenshot shows the Insurance Companies Not Yet Registered report from OKIVS which displays actively licensed OK insurers with private passenger policies that have not registered with MVS IVS. The following screenshot is CONFIDENTIAL.
3 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Provide a plan for how you will coordinate with new/existing motor vehicle insurers in the State of Arkansas to gain access to their business data.
MVS IVS is already connected to more than 86% of insurers writing business in AR. The AID will provide MVS IVS with access to new/existing insurers through a data transfer process between AID and MVS systems. MVS IVS will receive licensed insurance company data and contact information through a batch or real-time interface with AID. MVS will leverage its relationships with insurance companies in order to establish the AR online insurance verification program. MVS is very active in insurance industry organizations such as the IICMVA, AIA, NAMIC and PCI, and will use existing relationships with these industry partners to communicate and connect to insurance company systems as quickly as possible. MVS will work with the AID to identify insurance companies licensed to write in the State for which MVS does not already have relationships with in order to begin a communication campaign to these insurance companies. The AID will provide MVS with available contact information for these companies. All insurance companies licensed in AR will be required to register with the MVS IVS Web Portal. MVS will cross check the registrations against the data supplied by AID. During registration, insurance companies will provide functional, technical, and compliance contact information. After the registration is approved, the insurance company users will be able to login to the Web Portal to maintain account information, view reports, access guides and information, and perform various transactions approved by the State. Registration through the Web Portal also initiates communication from the MVS IVS help desk to coordinate the testing and onboarding process. A conference call will be held with each insurance company to discuss the onboarding process. MVS IVS uses the standard IICMVA web services and BOB format, and a uniform reporting process which is already used by insurance companies in several other jurisdictions as well as 86% of the insurance companies that will be reporting in AR. MVS IVS has gone live with insurance companies in less than three (3) months using this process. The following screenshot shows the Insurance Company Registration Form from OKIVS. The following screenshot is CONFIDENTIAL.
4 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
5 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe how you will send non-compliance letters to registered vehicle owners in Arkansas when a motor vehicle registration does not have an associated insurance policy for a time period. The following process flow provides an overview of the MVS IVS process for sending non- compliance letters to registered vehicle owners in AR with no associated insurance policy:
Insurance Companies
1. Insurers send weekly BOB data and make Web Service available
DFA System Insurance Verification System (MVS IVS) '(7
2. DFA sends ~ 3. Insurer Data matched Registration data V with AR Registration Data <> 4b. Insurance Policy I 4. Unmatched Records 4a. Insured Vehicle File Info Updated Flagged for reverification I
12. DFA suspends <> registration for 5. Flagged records re- uncleared records verified after 30 days l 15~ays
11. Record Status/ /1 10. Record Status/Letter l/l 6. Unmatched records Update N included in letter campaign Letter Updated ~ j l ...
...... ~ ~ ~ Notice Citizens
8. Insurance n 7.a. If insured, citizen Insurance company/agent , ... ~ contacts insurance Compliance submits policy to company/agent MVS IVS Web Portal Insurance Companies and Agents Non-Insurance Compliance 7.b. Citizen updates the ... 1MVS IVS Web Portal ~ ~ !\\ ~ ~ ~& OR ~ 9. MVS Call Center v personnel update ... 7.c. Citizen contacts ... records on MVS IVS ~ MVS Contact Center ~ Web Portal MVS Call Center
6 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
The proposed solution process flow narrative is provided in detail below.
MVS IVS Process Narrative • Step 1: Insurance Company Reporting • Step 2: Registration Extract • Step 3-5: Insurance Verification Process • Step 6: Letter Campaign • Step 7-9: Compliance Process • Step 10-11: Record Status/Letter Update • Step 12: DFA Suspension
Step 1: Insurance Company Reporting MVS IVS will require weekly BOB files and web services for real-time verification from all licensed Arkansas Insurance Companies. MVS IVS will utilize the IICMVA model for BOB reporting and web services in order to minimize impact to insurance companies. Insurance companies will be required to submit weekly BOB files containing all vehicles actively insured under private passenger lines in Arkansas. Insurance companies will be able to report commercial lines on a voluntary basis in order to address private passenger vehicles covered under commercial lines. PGP encrypted BOB files will be reported to the MVS FTP server using SFTP. Smaller insurance companies will also have the option of reporting BOB data through the MVS IVS Web Portal.
Step 2: Registration Data Extract In order to identify uninsured vehicles registered in AR, MVS IVS must receive registration data from DFA. MVS recommends a full registration extract containing all AR registered vehicles required to maintain liability insurance. This file can be provided monthly, daily, or weekly. MVS recommends that DFA provide registration extract files at least weekly. Daily is preferred to ensure the most up-to-date registration and address information. Other MVS IVS jurisdictions of similar size provide registration extracts on daily basis. There are many benefits of receiving more frequent registration extracts. The registration extract files will be encrypted by PGP and transferred to MVS IVS via text file using SFTP. Alternative encryption and electronic transfer methods are available if preferred.
Step 3–5: Insurance Verification Process AR registration data will be matched against the MVS IVS insurance database using MVS’ cascading Data Matching Algorithm and business rules engine. This cascading, multitier soft matching algorithm uses a direct VIN match followed by a combination of partial VIN and vehicle and customer data to achieve matching rates up to 98%.
Insurance policies included in insurance company BOB files and matched to AR registered vehicles will be provided to DFA by MVS IVS in an Insured Vehicle file. This file can be provided monthly, weekly or daily. The file format, timeframe, frequency and delivery method can be determined by DFA.
7 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Any registration records that are not subject to verification (commercial vehicles, inactive registration, government vehicles, etc.) will be excluded from the verification process. Active registrations that cannot be matched to the insurance information provided by insurance companies will be broadcast against available insurance company web services. Vehicles that do not appear in the BOB files and cannot be verified through web services are flagged in the MVS IVS database for re-verification. The re-verification process is fully configurable according to the State’s business rules. MVS IVS automatically conducts matching and insurance verification of all registered vehicles on a daily basis.
MVS IVS will randomly select a subset of uninsured vehicles for the daily re-verification process. This process will be configured to generate 450,000 non-compliance letters in the first year. The MVS IVS verification process runs daily. MVS IVS will generate 1,278 non-compliance letters each day through the random selection process in order to evenly generate 450,000 letters in the first year. The random selection process is fully configurable. MVS recommends spreading the non-compliance letters out evenly or starting off at a reduced rate increasing volume over the first year. MVS IVS will be configured to only send one non-compliance letter to a citizen during a given registration license renewal period.
Uninsured vehicles randomly selected will be re-verified in thirty (30) days. On the 30th day MVS IVS will attempt to match the selected vehicle registration records with insurance data provided in BOB files, as well as ensure that the vehicle registration record remains active in the registration files provided by the State. In some cases, the plate may be subsequently turned in or title cancelled. If the vehicle registration record remains active and the corresponding insurance data fails to appear in the BOB files provided by insurance companies, a web service broadcast will be made to available insurance company web services. Vehicles that do not appear in the BOB files, still qualify for verification, and cannot be verified through web services will be included in the non-compliance letter process. MVS recommends sending non- compliance letters daily (or at least every business day).
The pool of uninsured will shrink as vehicles become insured over time and all of the estimated 450,000 uninsured vehicles are captured in the non-compliance letter process the first year. In other States MVS IVS has reduced this pool by as much as 50% over the first 12-24 months. As this happens a more proactive approach can be taken for insurance verification. MVS IVS can identify uninsured vehicles through insurance policy cancellations. Following insurance cancellations identified by MVS IVS, selected vehicles will be flagged for verification in 30 days. If insurance cannot be verified and the vehicle is still subject to insurance verification on the 30th day, the vehicle will be included in the non-compliance letter process. This process is fully configurable and non-compliance letter volumes can be adjusted as required by the State.
Step 6: Letter Campaign MVS IVS will generate non-compliance letters daily. This process can be configured to run every calendar or business day or weekly if required by the State. MVS will be responsible for generating the non-compliance letters, and mailing the letter to the customer. A single-sided, trifold mailer in windowed envelope will be utilized. The letter record is available electronically in
8 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
MVS IVS and the letter can be regenerated through the Web Portal. Only one non-compliance letter will be generated per citizen and will list all non-compliant vehicles registered to the citizen. All customer addresses are verified through a CASS-certified (Coding Accuracy Support System) prior to printing to ensure addresses are formatted to USPS standards, including the +4 zip code extensions to guarantee the highest delivery rates. Additional address cleansing will be achieved by accessing the NCOA (National Change of Address) to compare the address on file with USPS, if an exact match is made the new address information can be used if the client wishes. Any mail returned after this process will be verified for errors and recorded in the MVS IVS Web Portal.
The MVS IVS nightly batch routine will generate a file containing all non-compliance letter records generated for the day which will be sent to the designated DFA system. This routine will provide DFA with an electronic copy of non-compliance letters sent. The DFA system will update the appropriate system records to reflect the pending suspension related to the non- compliance letter generated by MVS IVS. At this point the DFA system is the system of record. All compliance updates received by MVS IVS will be updated to the DFA system.
Email notification is also available through MVS IVS. DFA may elect to use available email addresses for customer notification prior to sending physically notification letter. Through this process the customer, insurance company, insurance agent, or MVS Contact Center personnel may comply through the MVS IVS Web Portal. Compliance received through the Web Portal in response to the email will stop the non-compliance letter process.
Step 7-9: Compliance Process If a customer receives a non-compliance letter, but the vehicle is insured (commercial, out of state policy, VIN error, etc.), the letter will instruct the customer to contact his/her insurance company or agent. Through the MVS IVS Web Portal, insurance companies and agents licensed in AR will have secure access to an electronic compliance transaction. This process will allow insurance company and agent users to supply insurance policy information, identify a VIN error, or identify the vehicle as inoperable or seasonal use in order to stop the DFA suspension process. This process is currently used in several MVS IVS jurisdictions. Legislation is not required for insurance company/agent participation with this process. By requiring insurance compliance from insurance companies and agents, the lengthy and complex process of attempting to validate insurance information supplied by customers is not required.
For non-insurance compliance options (inoperable vehicle, seasonal use, military waiver, etc.), the customer may respond electronically through the MVS IVS Web Portal. Customers can also contact the MVS IVS Contact Center where MVS personnel can update limited compliance information using the MVS IVS Web Portal.
9 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Step 10-11: Record Status/Letter Update Compliance information submitted through the MVS IVS Web Portal by insurance agents, companies, citizens and MVS Contact Center personnel will be updated in the MVS IVS database in real-time. Compliance information in MVS IVS must be transmitted to DFA in order to update the suspension status. A real-time compliance web service and/or daily file transfer will exist between MVS IVS and the DFA in order to communicate this compliance information to DFA. MVS recommends a web service between MVS IVS and DFA systems to update compliance information in real-time.
MVS IVS will interface with the State provided payment solution. MVS will work with DFA to design, develop and test the interface between MVS IVS and the DFA payment solution. Payment will be required by the citizen for any uninsured period following the issuance of the non-compliance letter. Most States require fee payment only after compliance has been received (current proof of insurance, turn in plate, etc.). The MVS IVS Web Portal will update the compliance information to the DFA system in real-time and seamlessly interface with the State payment solution for the customer to make payment. Alternatively, the customer may make the payment directly to the State.
Step 12: DFA Suspension DFA will suspend the registration of uninsured vehicles identified through the non-compliance letter process for whom compliance information was not received within the required time frame. Most jurisdictions utilize a 30-day or 15-day period prior to the suspension begin date. Compliance information may be submitted through MVS IVS after the suspension period begins if acceptable to DFA.
The following is an example of a notice that is provided by MVS IVS. The non-compliance letters will be worded according to DFA requirements and will include personalized information on the letter including vehicle and owner information. The following notice is considered CONFIDENTIAL
10 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
The following screenshot shows a File Printing report for RIIVS. Print files are generated daily in RI. The File ID can be selected to view the individual letters included in the file for printing. The following screenshot is considered CONFIDENTIAL
11 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
The following screenshot shows a Printed Letters report for RIIVS. This report shows the individual letters included in the daily Print File. The following screenshot is considered CONFIDENTIAL
12 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe how a copy of each non-compliance letter sent to an Arkansas vehicle owner will be transmitted electronically to the State designated System in Arkansas.
The MVS IVS B2B integration modules allow for seamless integration with State systems via web services and batch data exchange. MVS IVS integration modules have been implemented in eleven (11) jurisdictions and process more than 1,000,000 transactions each month. They are connected to various systems such as Law Enforcement systems, DMV systems, and numerous third-party systems. MVS IVS B2B integration modules are available to using both public and private (VPN) endpoints, available 24/7/365, and have had zero unscheduled downtime in the more than 10 years they have been operational. MVS IVS is currently providing electronic letter files to several States through MVS IVS B2B integration modules.
For DFA, MVS recommends a daily batch text file exchange of non-compliance letters sent. This process will run daily immediately following the MV IVS non-compliance letter function which creates the physical letter. The letter file will be put into a PGP encrypted text file formatted according to DFA requirements and transmitted via secure FTP (SFTP) or an alternative transmission method preferred by DFA. All letter variables will be included in the file exchange. The DFA non-compliance letter file will be available in a format, timeframe, and delivery method acceptable to DFA.
The non-compliance letter integration point with DFA will be monitored by the MVS IVS team using automated notifications and management reports. The following screenshot shows a letter file report from RIIVS. The following screenshot is CONFIDENTIAL.
13 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Users can click the File ID in the above report to see the records included in the selected file as shown in the following screenshot. The following screenshot is CONFIDENTIAL.
14 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe your plan to provide a customer support service center for Arkansas citizens to offer information, make corrections or obtain assistance with the Online Insurance Verification process.
MVS IVS is currently providing support services in several jurisdictions and utilizes the MVS IVS Web Portal and the MVS Contact Center for customer support.
The MVS IVS Web Portal is the cornerstone of the system. This Web Portal is available to insurance companies, insurance agents, State agencies, citizens, and the MVS IVS Contact Center. Through the Web Portal citizens can access general information related to the program, specific information related to their notice, and provide an electronic response. By entering the letter reference number (or PIN), the citizen can verify their insurance information has been updated by their insurance company or provide a response indicating the vehicle is seasonal use, inoperable, sold, or VIN error. Citizens can only access their insurance information. The Web Portal is also available to the MVS Contact Center agents. Through the Contact Center function in the Web Portal, MVS agents can access reports, view insurance and registration data, update insurance records and compliance information, access notices sent to citizens, and record information related to the citizen contact. Information such as the caller name, telephone number, call issue and resolution can be recorded. Additionally, citizen escalations can be recorded in the MVS IVS Web Portal and made available to MVS and State Project Managers along with citizen contact information. The information for the escalated issue can be accessed by State personnel using the MVS IVS Web Portal. Jurisdictions currently using the secure MVS IVS Web Portal and their URLs are: Alaska: www.akivs.com Connecticut: www.ctivs.com District of Columbia: www.dcivs.org Louisiana: www.laivs.org Montana: www.mtivs.com Oklahoma: www.okivs.com Rhode Island: www.riivs.com South Carolina: www.sc-alir.com Wyoming: www.wyfrvp.com
The following screenshot is from the MTIVS Web Portal.
<;).,9artmen1 MTIVS ;~~ S t a t e o f M o nta n a ill ® Ins ura n ce V erificatio n S y s t e m ~
Montana C1t1zens And Vehicle Owners Insurers and MT Gov ernment Users CIiek Here CIiek Here
, Select tho above lmk to go to the MT Citizens website • Select tho above link to go to tho MTIVS website
15 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
The MVS IVS is available to citizens to provide compliance information following the receipt of a suspension letter. The following MTIVS screenshots demonstrate the various citizen functions. These screenshots are considered CONFIDENTIAL.
16 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
The following screenshot shows the RI IVS Web Portal used by the MVS Contact Center to document customer calls and update compliance information in real-time. The following screenshot is considered CONFIDENTIAL.
The following paragraph is considered CONFIDENTIAL
17 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
The MVS Contact Center is designed to provide system users and citizens with knowledgeable and efficient support. The Contact Center consistently exceeds expectations through highly knowledgeable, courteous, and professional customer interactions. MVS agents are extensively trained to provide the appropriate service based upon the State’s requirements and MVS IVS system functionality. The MVS agents that will be used to support AR are already trained and have years of experience providing the same services to other jurisdictions. Additional staff will be added and trained to handle increased call volumes as needed. MVS call center management and supervisory staff have numerous years of DMV and Financial Responsibility experience providing excellent backup for any questions that may require escalation.
The MVS Contact Center telecommunications system provides the following features: The following MVS Contact Center Information is considered CONFIDENTIAL
18 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
19 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
2.0 Web Based Application Interface Describe your plan to provide a web service interface for authorized State agencies to access the Online Insurance Verification System to verify insurance coverage.
The MVS IVS Web Portal is the most comprehensive and widely used Web Portal available for insurance verification. MVS IVS Web Portals are currently used by jurisdictions to verify insurance in the same capacity as the State is seeking. MVS IVS Web Portals are used by more than 20,000 users including courts, DMV users, law enforcement users, citizens, and other state users. User access is role driven. Web Portal functionality for State users includes real-time insurance verification, reports, transactional reporting, administrative services, access to non-compliance letters, and upload of self-insured policy information. MVS IVS has no limitation to the number of simultaneous users, and system access can be easily expanded to other divisions within the State. Web Portal transactions are processed in sub seconds. Additional roles for other agencies within the State can be easily defined to allow user access outside of DFA. MVS IVS currently has numerous role types available to multiple agencies in several jurisdictions.
The following MVS IVS statistical data is considered CONFIDENTIAL.
Jurisdictions currently using the MVS IVS Web Portal for State user access and their URLs are: Alaska: www.akivs.com Connecticut: www.ctivs.com District of Columbia: www.dcivs.org Louisiana: www.laivs.org Montana: www.mtivs.com Oklahoma: www.okivs.com Rhode Island: www.riivs.com South Carolina: www.sc-alir.com Wyoming: www.wyfrvp.com
The following screenshot is from the OKIVS Web Portal.
20 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Oklahoma Citizens And Vehicle Owners Insurers and OK Government Users Click Here Click Here
, Select the above link to go to the OK Citizens website. , Select the above link to go to the OKIVS website.
Insurance coverage verification will be available through the secure MVS IVS Web Portal. In addition to entering the vehicle to verify, the users are also able to select the verification date, providing them the ability to verify insurance for present or past dates (such as accident dates). When an insurance company Web Service confirms coverage, the relevant policy information from the BOB data is displayed. The displayed information includes the effective dates of coverage. The following data is displayed by MVS IVS: NAIC, insurance company name, policy number, effective dates, customer name, address, vehicle plate, VIN, year, make and model. Additionally, State users will have the ability to add, modify, and delete self-insured vehicles through the MVS IVS Web Portal. Self-insured functionality is currently available to several MVS IVS jurisdictions. For larger self-insured customers, MVS IVS Web Portal accounts are available for the self-insured to add, modify and delete vehicles through their own MVS IVS user account if permitted by DFA.
The following screenshot from the State of Connecticut shows the verification response for confirmed insurance. The following screenshot is considered CONFIDENTIAL.
21 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
The MVS System Administrator will create super-user accounts for the lead personnel for each State agency that will be accessing the MVS IVS Web Portal to verify coverage. The super-users will have the ability to create, manage, and suspend accounts for their agency users. State user access is role driven and controlled by the State super-user. They will also be able to maintain account information, view reports, and perform various transactions including real-time verification. Additionally, all verification requests along with the relevant requestor information (including IP address) will be logged. Request history will be available through standard and ad- hoc reports available to State super-users. These super-users will be able to immediately suspend access if any unauthorized activity is noticed.
A screenshot of the web page used by State super-users to add other users is provided below. The following screenshot is considered CONFIDENTIAL.
22 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
User maintenance is controlled through the MVS IVS Web Portal with role driven user access. Administrative and super-users have the ability to add, modify and deactivate users. MVS IVS currently serves thousands of State users. The following screenshot shows the User Management page from the state of Louisiana. The following screenshot is considered CONFIDENTIAL.
23 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe how access to the Online Insurance Verification System will be accomplished with minimum inconvenience to the State system users and maximum integration with current workflows where possible. In order to minimize impact to existing state workflows, MVS recommends seamlessly integrating MVS IVS functions such as real-time insurance verification with existing systems and processes through B2B integration points where possible. In addition to the numerous functions available through the MVS IVS Web Portal, MVS IVS B2B integration points allow for seamless integration with State systems via batch data exchange and web services. MVS IVS integration points have been implemented in eleven (11) jurisdictions and process over 1,000,000 transactions each month. They are connected to various systems such as Law Enforcement, DMV, and numerous third-party systems. MVS IVS B2B integration points are available to jurisdictions using both public and private (VPN) endpoints, available 24/7/365, and have had zero unscheduled downtime in the more than 10 years they have been operational. The following table shows the types of integration points between MVS IVS and jurisdiction systems. The following table is CONFIDENTIAL.
24 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
AR Integration Points For AR, several integration points will be required including; the registration extract, real-time insurance verification, insurance policy file, non-compliance letter file, and the compliance updates from MVS IVS. MVS IVS has existing configurable modules for these integration points that are running in several jurisdictions. All integration points are monitored through the MVS IVS monitoring tool providing automated alerts (email and text) for job and integration point statuses.
Registration Extract The registration extract file is utilized to match State registration data to insurance company BOB data. The registration file will include relevant customer and vehicle data (needed to match with insurer BOB data) for registrations and the format will be defined during the requirements sessions. The registration file will be transferred to MVS IVS via a PGP encrypted text file using secure FTP (SFTP). Alternative encryption and electronic transfer methods are available if preferred. The following screenshot from OKIVS shows registration extract files exchanged through the OK Tax Commission integration point. OKIVS receives weekly registration extracts from OK Tax through SFTP. The following screenshot is considered CONFIDENTIAL.
The following data elements are generally included in the registration extract file to MVS. These data elements are considered CONFIDENTIAL.
25 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Real-time Insurance Verification Real-time insurance inquiries will be available through an MVS IVS B2B Integration Point - typically the MVS IVS Web Service(s) for the jurisdiction. The VIN or Plate number received through a request for insurance verification will be used to locate the correct vehicle and latest insurance policy information (received from BOB files) in the MVS IVS database. A real-time web service call will be made to the insurer of record. If the call to the Web Service of the insurer returns an “Unconfirmed” response, then MVS IVS will broadcast the query to all insurance companies that have Web Services. If any of the Web Services provides a “Confirmed” response, this information will be used to respond to the Verification request. The real-time insurance verification integration point can be seamlessly integrated with existing State system workflows such as registration renewal, new registration issuance, etc. The following information and screenshot are considered CONFIDENTIAL.
26 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
The following screenshot shows the web services request in LAIVS for the LEMS integration point shown above. This is the actual LEMS request. The following screenshot is considered CONFIDENTIAL.
The following integration point design specifications are utilized by MVS IVS integration points for real-time insurance verification. These specifications are considered CONFIDENTIAL.
27 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
28 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Insurance Policy File Insurance policies included in insurance company BOB files and matched to AR registered vehicles will be provided to DFA by MVS IVS in a response file. This file can be provided monthly, weekly or daily. The response file format, timeframe, frequency and delivery method can be determined by DFA.
Non-compliance Letters The MVS IVS nightly batch routine will generate a file containing all non-compliance letter records generated for the day which will be sent to the designated DFA system. This routine will provide DFA with an electronic copy of non-compliance letters sent. The DFA system will update the appropriate system records to reflect the pending suspension related to the non- compliance letter generated by MVS IVS. At this point the DFA system is the system of record. All compliance updates received by MVS IVS will be updated to the DFA system.
Compliance Updates An integration point must be provided between MVS IVS and DFA systems for compliance information following the issuance of a letter. This integration point will be used to satisfy and clear the suspension when acceptable compliance information is received. If a customer receives a letter, but the vehicle is insured (commercial, out of state policy, VIN error, etc.), the letter will instruct the customer to contact his/her insurance company or agent. Through the MVS IVS Web Portal, insurance companies and agents licensed in AR will have secure access to an electronic compliance reporting transaction. This process will allow insurance company and agent users to supply insurance policy information, identify a VIN error, or identify the vehicle as inoperable in order to stop the registration suspension process in real-time. This process is currently used in several MVS IVS jurisdictions and legislation is not required for insurance company/agent participation. By requiring insurance compliance from insurance companies and agents, the lengthy and complex process of attempting to validate insurance information supplied by customers is not required. Non-insurance compliance information can be received directly from the Citizen through the MVS IVS Web Portal.
The screenshot shows a real-time compliance update in a State system by MVS IVS. In this case the customer was in the pending suspension status, real-time insurance information was submitted by the Web Portal user that covered the verification date which cleared the suspension. This screenshot is CONFIDENTIAL.
29 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
The following screenshot shows the transaction details for the real-time insurance compliance transaction submitted by the insurance company user which cleared the pending suspension in the State system above. This transaction is considered CONFIDENTIAL.
30 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe the secure web based solution to upload insurance information from self-insured customers and from insurance companies with less than fifty (50) insurance policies.
MVS understands that AR will have smaller insurance companies or companies that only write business in the State of Arkansas and may have limited technical capabilities. These smaller insurance companies may not have the technical capabilities to provide a web services for OLV or provide BOB file submission using SFTP. Historically, jurisdictions have established a policy threshold that allows the smaller insurance companies to provide insurance data through a website rather than host a web service or provide SFTP submissions. DFA has established a fifty (50) insurance policy threshold. For these smaller insurance companies, the MVS IVS Web Portal can be used to enter their insured vehicles through a web transaction or upload an Excel file with their policy data. These smaller insurance companies can make changes when a policy is added, updated, or cancelled through the Web Portal. Additionally, State users will have the ability to add, modify, and delete self-insured vehicles through the MVS IVS Web Portal. Self-insured functionality is currently available to several MVS IVS jurisdictions. For larger self-insured customers, MVS IVS Web Portal accounts are available for the self-insured to add, modify and delete vehicles through their own MVS IVS user account if permitted by DFA. The following screenshot shows insurance company BOB reporting through the AKIVS Web Portal. The following screenshot is CONFIDENTIAL.
31 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe your plan to provide a secure public web-site for data entry and displaying insurance policy information to the citizens of Arkansas.
Through the MVS IVS Web Portal citizens can access general information related to the program, specific information related to their notice, and provide an electronic response. By entering the notice reference number (or PIN) or VIN/Plate, the citizen can verify their insurance information has been updated by their insurance company or provide a response indicating the vehicle is insured, seasonal use, commercially insured, vehicle sold, or VIN error. Citizens can only access their insurance information. The system proposed by MVS for DFA will require the insurance company or agent to submit insurance compliance information through the MVS IVS Web Portal in response to the non-compliance letter on behalf of the citizen. The following MTIVS screenshots demonstrate the various citizen functions. These screenshots are considered CONFIDENTIAL.
32 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
The following OKIVS screenshots demonstrate the citizen insurance verification function. Username and password are not required, although the customer must correctly provide last four of VIN and Plate number. These screenshots are considered CONFIDENTIAL.
The following screen shot shows the response message following verification.
33 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
34 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe your solution to update the State designated System if there is change in policy information during re-verification.
During the MVS IVS verification process there are three scenarios where a change in insurance policy information may occur. These processes are currently used in several MVS IVS implementations to update State systems. The following information is considered CONFIDENTIAL.
35 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe the availability of your solution and your maintenance downtime.
MVS IVS availability and maintenance downtimes are provided below. • MVS IVS will be available 24x7x365 for insurance verification. This availability applies to both the MVS IVS Web Portal and the MVS IVS Web Services. • The availability will be at least 99.5% of the time each month, excluding scheduled down- times agreed to by the Contract Monitor. • Maintenance will be performed in such a way that minimizes system downtime. Since only server restarts result in system downtime, server restarts will be minimized and limited to weekend maintenance unless absolutely necessary. Since the web servers are load- balanced, they will be not be restarted simultaneously so that the MVS IVS Web Portal and Web Services are still available during web server restarts. • All non-emergency maintenance will be implemented outside of normal system operating hours during time windows approved by DFA so as to minimize disruptions to system operations. • Maintenance will be performed during the following maintenance windows: o Nightly maintenance window for urgent updates. No server restarts unless absolutely necessary such as for a critical security OS update. o Weekly maintenance window for regular updates. These windows are usually on a Saturday night but can be performed at any time based on DFA preference. o Quarterly/Service Pack maintenance window. This window is used for non-urgent updates and upgrades included in Service Packs. The Service Packs may be applied quarterly or as needed. o Adhoc Maintenance window: This is used for any urgent maintenance.
36 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe internal software security that prevents unauthorized access to programs and data.
MVS IVS has several security features that prevent unauthorized access to programs and data. These features are described in the Data Security Plan in Section 5.0 of T-6 (Required Plans). Some of these features are listed below. For security purposes, the following information is considered CONFIDENTIAL.
37 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
38 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
39 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
3.0 System to System Connection Interface Describe the method you will use to secure data transmittal between insurance companies issuing motor vehicle insurance in State of Arkansas and your solution.
Insurance companies exchange data with MVS IVS in 3 ways: FTP, Web Portal, and web services. The method of securing data transmittals for each method is described below. For security purposes, the following information is considered CONFIDENTIAL.
40 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
41 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe the validation and response feedback of data submitted to indicate that data was validated and accepted.
MVS IVS collects data from over 1,000 insurance companies – receiving several hundred files every week. MVS IVS uses routines to automatically and efficiently analyze these files for errors, automatically informing insurance companies using return files and emails about the status of their files and any errors that they may have submitted. These automated routines remove any element of manual handling of errors and have been running error-free for several years in MVS IVS jurisdictions.
The following multi-step process is used for validation of BOB files submitted and the corresponding feedback provided to insurance companies. 1. MVS IVS first checks the encryption of the BOB files. Files can fail the encryption validation because of one of the following reasons o File sent by insurance company was not encrypted. o File sent by insurance company was improperly encrypted. o File sent by insurance company was encrypted using the wrong PGP key. If any of the above are true, a Decryption Error file is generated and put into the Outbound folder for the insurance company. In addition, an automated email is sent to the insurance company (if the insurance company opted to receive automated emails.)
2. If the file passes the decryption validation, then the overall format and content of the file is checked. Reasons for why the file may fail the format validation include the following: o File is not formatted according to the BOB file format requirements. o Trailer has a non-zero record count but detail records of the file are missing. o Row lengths are incorrect. If any of the above are true, a Reject file is generated and put into the Outbound folder for the insurance company. In addition, an automated email is sent to insurance company (if the insurance company opted to receive automated emails.) 3. If the file passes the file format validation, then data in the individual rows of the file is validated. Reasons for why the rows in the file may fail the data validation include the following: o Mandatory fields missing. o Invalid field formats. If any rows have these errors, a Row Error file is generated and put into the Outbound folder for the insurance company. In addition, an automated email is sent to insurance company (if the insurance company opted to receive automated emails.). The Row Error file contains only the records that are in error. The remaining records sent with the original file are processed by MVS IVS and do not appear in the Row Error file. Each
42 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
error record will have the original row sent by the insurance company followed by a 3 digit Error Code. 4. If there are no errors in the BOB file submitted by the insurance company, an OK file is generated and put into the Outbound folder for the insurance company. In addition, an automated email is sent to insurance company (if the insurance company opted to receive automated emails).
MVS IVS can be configured to also provide VIN No–Match files to insurance companies if any of the VINs submitted by the insurance company do not match VINs of vehicles registered in AR.
In addition to automated notification, MVS IVS has management reports available on the MVS IVS Web Portal that are used to monitor BOB file submissions and processing. These reports are also available to insurance companies – with information being limited to files belonging only to them. The following screenshot shows an insurance company file processing report available to system administrators from LAIVS. The following screenshot is CONFIDENTIAL.
43 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
44 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe your plan to include a certification and testing program to ensure that 3rd party systems can demonstrate the capability to correctly use the secure data connection interface and transfer data in useable format before they are authorized to submit data to the System.
MVS IVS uses a standard certification and testing program that all insurance companies and third-party vendors must undergo before they can submit production data to MVS IVS. The testing and certification for BOB file submission and insurer Web Services is done separately.
Before testing begins, each insurance company and third-party must register on the MVS IVS Web Portal. After completing registration, insurance companies and third-party vendors will be contacted by the MVS IVS team to schedule a conference call to discuss the testing process and address any questions about the reporting requirements.
Testing and Certification for BOB File Submission At the beginning of the BOB file testing process, test FTP User IDs and passwords are provided to the third-party/insurance company, and public PGP keys are exchanged. The BOB file testing process includes the following: • Connectivity Testing: The third-party/insurance company should be able to connect to the designated MVS IVS FTP server, log in to the insurance company’s FTP account, and transfer files to the appropriate folders. The third-party/insurance company should be able to retrieve MVS IVS return files. • Decryption: MVS IVS should be able to successfully decrypt BOB files submitted by third-parties/insurance companies. The third-party/insurance company should be able to successfully decrypt MVS IVS return files. • Test File Format: The third-party/insurance company files should be formatted according to MVS IVS BOB file requirements. • Test File Content: The third-party/insurance company file should contain valid test data and the data elements should meet the MVS IVS rules. Once the third-party/insurance company passes the above testing steps, they are required to submit a production BOB file with all their policies. If the production file passes both the format and data validation checks, the third-party/insurance company is certified for BOB file submission.
Testing and Certification for Web Services At the beginning of the Web Services testing process, third-parties/insurance companies are required to provide the following information: • NAIC codes that will be supported by the web service • The web service URL(s)
45 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
• The IICMVA WSDL that is used by the web service • A time frame during which insurance companies would like to conduct the testing
MVS IVS provides the following information to third-parties/insurance companies: • The SSL certificates that identify the MVS IVS web service Client • The IP addresses that identify the source of the verification requests
The Web Services testing consist of the following steps: • Basic connectivity test: Connectivity between endpoints to ensure that endpoints are reachable. • Testing of ability to send and receive messages: Test verification requests and responses formatted in XML and wrapped in SOAP are exchanged. • Testing with security: The SSL encryption and authentication via the X.509 certificates will be enabled. Testing will be done to ensure that the functionality is not impacted. • Test Cases and Data: MVS IVS will run the third-party/insurance company’s web service through a set of test cases corresponding to the relevant Response and Reason codes that the web services are required to provide. If needed, the third-party/insurance company will provide the data necessary for these test cases.
Once the third-party/insurance company passes the above testing steps, they are required to make their production web service available to MVS IVS for insurance verification. The production web service is then validated using test cases corresponding to the relevant Response and Reason codes that the web services are required to provide. The production web service is then validated using production BOB data submitted by the third- party/insurance company. If the production web service passes this testing, they are certified for production.
46 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
4.0 Data Upload and Download Requirements Describe your ability to send and receive large set of files of motor vehicle registration information securely from State of Arkansas in a format designated by DFA. The MVS IVS B2B integration modules securely exchange large files with state systems. These modules have been implemented in ten (10) jurisdictions and exchange and process millions of registration records every day. These modules exchange data with state systems using various technologies and can exchange data using various methods and formats - the most common method is encrypted text files exchanged using SFTP. The following table shows the states where registration data is exchanged with MVS IVS. The following table is CONFIDENTIAL.
47 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
For security purposes, the following information is considered CONFIDENTIAL.
48 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
Describe the process of how the system will compare monthly registration files to the insurance policy records to determine whether the registered vehicles have an associated active insurance policy and then send a response to the System.
MVS IVS uses a multi-step process described below to compare state registration files to insurance policy records. • The matching process begins with the direct match of the insurance VINs with the registration VINs. • Once the direct matching is complete, the unmatched data is run through MVS IVS proprietary soft matching algorithms. This cascading, multitier soft matching algorithm uses a combination of partial VIN and vehicle and customer data to achieve matching rates up to 98% or greater. • From the unmatched records, any registration records that are not subject to verification (commercial vehicles, inactive registration, self-insured, etc.) are excluded. • The remaining unmatched registrations records are flagged in the MVS IVS database for re-verification. o Reverification is done using newly submitted BOB data within a specified number of days (the number of days will be set to 30 days in AR subject to DFA approval). This reverification helps avoid unnecessary letters to customers who have switched from one insurance company to another. o Reverification using insurance company web services. This is limited to insurance company web services that allow VIN broadcasting. Since some insurance company web services are unable to handle large number of consecutive verification requests, this reverification is usually done for smaller batches. DFA can decide whether this reverification should be used in AR. • The remaining registration records are flagged for letter generation. • MVS IVS also generates a response file for the State containing the registration records with their matching status. The response file shall be submitted in a format, timeframe, and delivery method to be designated by DFA.
49 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
5.0 Reporting
Describe your plan to provide robust ad-hoc and pre-defined reporting functionality.
The MVS IVS Web Portal has the most comprehensive reporting functionality available. For this implementation MVS IVS will utilize existing reporting modules. Existing reports will be customized to meet the specific requirements of the State and any new reports will be developed. Appendix A includes several pre-defined reports available through the MVS IVS Web Portal.
MVS IVS provides real-time ad-hoc and pre-defined reporting via a secure web-based reporting application for the State with user-definable access privileges, search and find capabilities. Reports are exportable into Excel, PDF and comma separated values (CSV) downloadable formats with header that restates the criteria used to generate the report, as well as any applicable column headers, repeated on every page. MVS IVS on demand Web Portal reports monitor key statistics such as insurance company reporting, registration matching, uninsured vehicles, uninsured rates, customer notifications, and suspension action.
The MVS IVS Web Portal provides numerous real-time canned reports. The Web Portal user will have the ability to select the parameters for the report to include dates, transaction, vehicle, policy and customer information. Numerous reports which monitor system operation are available through the MVS IVS Web Portal. These reports are utilized to monitor the effectiveness of the system.
Ad-hoc reporting request can be handled easily through the MVS IVS ad-hoc reporting function. This function allows the user to create reports using any available data element in the MVS IVS database. Through the MVS IVS ad-hoc reporting function authorized users can search every field of data and have the ability to query and produce ad hoc reports on any number of fields. A screenshot of a report that lets the user search on several fields is provided below. Refer to Appendix A for a list of available reports.
The following screenshot is considered CONFIDENTIAL.
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Summaries of some available MVS IVS Web Portal reports are provided below. Reports will be modified according to State requirements. Examples of MVS IVS Reports are provided in Appendix A.
The following report summaries are considered CONFIDENTIAL
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6.0 System User Access Describe the system’s ability to set up various groups of users who will need access to the system functions and data. The system must be able to configure system user access to functions and data as appropriate to the individual’s user role.
The MVS IVS Web Portal currently provides services to thousands of individual users including insurance companies, agents, courts, law enforcement, county officials, citizen, DMV, third parties, and various other authorized users. The MVS IVS Web Portal is a secure website available to authorized users following authentication. MVS IVS has no limitation to the number of simultaneous users, and system access can be easily expanded to other divisions within the State. User access is defined by role type. Additional roles for other groups within the State can be easily defined to allow user access. MVS IVS currently has numerous role types available to multiple agencies in several jurisdictions.
MVS IVS user administration is controlled by super user/ sub user functionality. Super users will have the ability to create and manage sub users within their respective group through the MVS IVS Web Portal. Administrative super users have the ability to define super users in any user group. MVS IVS and/or State personnel can be designated as administrative super users.
The following screenshot shows the User Management page from the state of Louisiana. The various user groups are displayed from the dropdown box. The following screenshot is considered CONFIDENTIAL.
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The following screenshot shows the Add User page in the role of administrative super user from the state of Louisiana. The various user groups are displayed from the dropdown box for the user to select for the sub-user. The following screenshot is considered CONFIDENTIAL.
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Describe how the internal software security will prevent unauthorized access to programs and data.
MVS IVS has several security features that prevent unauthorized access to programs and data. These features are described in the Data Security Plan in Section 5.0 of T-6 (Required Plans). Some of these features are listed below. For security purposes, the following information is considered CONFIDENTIAL.
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Describe how easily the solution can be setup for a State authorized agency to access motor vehicle information after the initial implementation of the Online Insurance Verification System.
State authorized agencies can access MVS IVS through the Web Portal or through a B2B integration point.
Following State approval, an agency group will be established for the new agency in MVS IVS. The State or MVS administrative super user will create one or more super user accounts for the user group designated for the Agency. Agency super users will be responsible for creating and managing their sub users. Web Portal access is role driven and new agency user can be created in real-time.
In addition to the MVSIVS Web Portal, MVS IVS B2B integration modules allow for seamless integration with State systems via batch data exchange and web services. MVS IVS integration modules have been implemented in eleven jurisdictions and process more than 1,000,000 transactions each month. They are connected to various systems such as Law Enforcement systems, DMV systems, and numerous third-party systems. MVS IVS B2B integration modules are available to jurisdictions using both public and private (VPN) endpoints, available 24/7/365, and have had zero unscheduled downtime in the more than 10 years they have been operational. The MVS IVS technical team will provide the integration specifications to the agency and following a testing period the State agency can be moved to production. New State agencies have been integrated with MVS IVS B2B integration points in less than 48 hours.
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7.0 Auditing Describe the ability to log users account activity including who accessed the data, what data was accessed and when it was accessed. MVS IVS logs all user account activity and queries to the system. The user activity logging is based on the method of access as specified below.
MVS IVS Web Portal • All login attempts (both successful and unsuccessful) to the MVS IVS Web Portal are logged. Information logged includes the user ID, password, client IP address, date, and time. • Once a user is logged in, all data access activities are logged. Information logged includes the following: o User ID o IP address of user o Data (set of fields) that was accessed. For reports, the report parameters that were selected or entered are also logged. o Data and Time • All insurance verification queries. The date, time, user credentials, IP address, query parameters, and the return values are logged. • All insurance policies submitted over the Web Portal. The date, time, user credentials, IP address, and the policy data are logged.
MVS IVS Web Service • All queries submitted to MVS IVS Web Services are logged. The date, time, IP address of the Web Service client, the credentials submitted, the request parameters, and the return parameters are logged.
MVS IVS FTP Server • All login attempts – both successful and unsuccessful are logged. The date, time, login credentials, and the FTP client IP addresses are logged. • All files exchanged via FTP. The date, time, file name, file size, user credentials, and file status are logged.
In addition to application level logging, MVS IVS also has system level logging. Examples of system level logging include • SQL Server database level logging available using SQL Server Audit. All relevant database level events can be logged using SQL Server Audit. • All standard Windows events including logins are logged
The logging and related information described above is available to MVS system administrators. MVS can make it available for extract when requested by an authorized State personnel. The information can usually be made available within 24 hours. MVS can easily meet the State requirement of providing this information within 72 hours of the request. A data dictionary will be provided along with any data or log extract. The information can be provided to the State in text, Excel, XML, or SQL Server backup format. (MVS IVS uses SQL Server database)
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Describe the ability to track changes to application data including date of change, System User ID, type of change (insert, update, delete), and original and updated field values.
All data changes in MVS IVS are tracked. The process is summarized below. • For each data table in the MVS IVS database, there is a corresponding history table. • Both the main data table and the history table have fields for User ID, Create TimeStamp, and Update TimeStamp. • Whenever data is inserted into the data table, the User ID and TimeStamp is captured. • Whenever data is updated or deleted from the main table, the old data is moved into the History table, along with the User ID and TimeStamp. • The tracking is done in 2 main ways: o For tables containing batch data (such as the table containing Registration data), the tracking is done as part of the batch code. o For table containing transactional data (such as table containing data updated from the Web Portal), the tracking is done using insert, update, and delete triggers. • This information is available to MVS system administrators. MVS can make it available for extract when requested by an authorized State personnel. The information can usually be made available with 24 hours. MVS can easily meet the State requirement of providing this information within 72 hours of the request. • The information can be provided to the State in text, Excel, XML, or SQL Server backup format. (MVS IVS uses SQL Server database). An accompanying data dictionary will be provided to the State. • The data is maintained in the History tables for a specified (configurable) amount of time. This time will be set to 3 years for Arkansas. After 3 years, the data will be archived to an agreed upon permanent storage medium.
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8.0 Data Storage and Retention Describe how you plan to store data at rest in secure/encrypted database for the time periods required by this RFP.
MVS IVS uses Transparent Data Encryption (TDE) with SQL Server for encryption. While setting the encryption algorithm, AES_256 will be selected for AR implementation of MVS IVS. In addition to the encryption of database, all data files, such as insurance company BOB files and registration files, are also encrypted. Additionally, BitLocker will also be used on the web and application servers for complete drive encryption. The BitLocker encryption setting will use the AES-256 algorithm. All data, including system logs and transactional logs, will be available for a period of three (3) years from the date of transaction. Data stored within this period will be encrypted as described above and will be available for recall by State Entities for data and/or public disclosure requests. Following the retention period, data will be archived to a permanent storage medium agreed upon by DFA prior to removing it from the system.
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9.0 System Alerts Describe how the system will allow state administrators to create, modify, and receive alerts that can be configurable by the State to select tolerance levels and select alert recipients.
As MVS IVS automatically processes millions of records of transactional and batch data, the automated validation and corresponding alerts and reporting are a critical part of MVS IVS. This system of automated alerts is one of the main reasons that MVS IVS has been successfully functioning in ten jurisdictions for several years without failure or unscheduled downtime. For each job that processes data, a set of configurable monitoring parameters and associated tolerance levels are assigned. If during the job run, the tolerance levels are not achieved, then automated alerts are sent to the system administrators. The system administrators include MVS administrators and State administrators. The tolerance levels are configurable and can be configured by any of the system administrators. State administrators can be provided the ability to configure the tolerance level via the MVS IVS Web Portal. There are multiple alerts associated with each job in MVS IVS. As an example, the steps for processing the registration file and the corresponding alerts are listed below: • Check if registration file was received. If not, corresponding alert is activated. • Decrypt the registration file. If decryption error, corresponding alert is activated. • Check the record count of registration file. If record count does not meet specified tolerance level, corresponding alert is activated. • Check if the data passes validation checks. If data does not pass validation checks, corresponding alert is activated. • Perform matching of registration data with insurance BOB data. If the matching rate does not meet specified tolerance level, corresponding alert is activated. The above has been provided as an example. With multiple jobs processing batch data, insurance company web service monitoring, transactional jobs, MVS IVS has more than a hundred total automated alerts.
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Describe how the system allows for alerts to be sent via an email to recipients designated by state system administrators.
As described in the previous section, MVS IVS has more than 100 configurable automated alerts. Along with the tolerance levels for the alerts, the email recipients of the alerts can also be configured. MVS IVS administrators are always included in the alerts. State administrators can also be added as alert recipients. Separate alert recipients can be configured for each alert. State administrators can be provided the ability to specify the State recipients for each alert using the MVS IVS Web Portal.
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10.0 Solution Infrastructure and Implementation Describe your complete plan in detail on the proposed technology infrastructure, platform, configuration including system and security, maintenance of development, test and production environment.
Hosting Facility MVS hosts the system at an ultra-secure hosting facility where it hosts MVS IVS implementations for eight other jurisdictions. This facility provides 24x7x365, federally-compliant operations support services for IT infrastructure including highly secure management of facility, network, systems (OS) and data. The MVS IVS Hosting facility was constructed and is maintained to a DoD-classification SCIF-level. The hosting facility’s managed infrastructure services are fully- compliant with FISMA, NISPOM, DITSCAP/DIACAP and other government mandates. The hosting is located in Dulles, Virginia. MVS shall access the system and perform all work on the system from within the continental United States of America. The system will not be accessed from outside of the U.S. The following table lists insurance verification systems hosted in the MVS hosting facility: Jurisdiction Hosting Period System Name District of Columbia 2009 - Current DCIVS Wyoming 2010 - Current WY FRVP Montana 2011 - Current MTIVS Rhode Island 2014 – Current RIIVS Connecticut 2014 – Current CTIVS Louisiana 2015 – Current LAIVS Alaska 2018 – Current AKIVS Oklahoma 2018 – Current OKIVS
As the above table shows, MVS has been hosting insurance verification systems for multiple jurisdictions for more than 10 years at its hosting facility. In these 10 years, MVS has had zero security incidents. The MVS hosting facility and server setup meets all the IT security requirements of the above states and meets all the IT security requirements specified by DFA in the RFP.
Overall Server Architecture The following diagram depicts the MVS IVS architecture with the four separate environments for Production, Test, Development, and Offsite Disaster Recovery.
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The above diagram is considered CONFIDENTIAL.
Environment Descriptions Production Environment: The Production environment will use two Web-Application Servers that will be hardware load-balanced and two Database Servers – a Primary and a Secondary. The Web-Application servers will be on the Public VLAN and will be accessible from the Internet on only the permitted ports needed for the MVS IVS website and SFTP servers. The Database Servers will be on the Private VLAN – not accessible from the Internet and only accessible from the Web-Application servers on the permitted ports needed for the Web-Application server to access the MVS IVS database. Test Environment: Like the Production environment, the Test environment will use separate Web-Application and Database servers. Like the production Web-Application Servers, the Test Web-Application server will be on the Public VLAN and will be accessible from the Internet for testing. The same firewall rules will apply to both the production and test environments. The Test Database Server will be on the Private VLAN – not accessible from the Internet. Since the test environment will not be a live system with production data, it will not include failover servers. Development Environment: The Development environment will consist of one server that will house the Web Portal, the application, and the database. For security purposes, this server will be on the private VLAN and will not be accessible via the Internet – it will only be accessible to MVS developers via secure access. Offsite Disaster Recovery (DR) Environment: The offsite Disaster Recovery Environment will use separate Web-Application and Database servers. The latest version of MVS IVS application will be updated on the DR environment every week. In
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case of a disaster which renders the primary hosting facility unavailable, the latest data backup will be restored in the DR database servers and DNS changes will be used to switch MVS IVS website, web services, and FTP site to the DR environment.
Once the system is in production, all changes/enhancements will be first done in the Development environment and undergo testing in this environment. After the testing has passed in the Development environment, the changes/enhancements will be moved to the Test environment for regression and integration testing. Once testing has passed, the changes will be moved to the Production and DR environments.
Maintenance of Environments The processes for environment and system maintenance are described in the Maintenance Plan in Section 6.0 of T-6 (Required Plans). Some of these features of the Maintenance Plan are listed below. Maintenance Windows Maintenance is performed during the following maintenance windows: • Nightly maintenance window for urgent updates • Weekly maintenance window for regular updates. These windows are usually on a Saturday night. • Quarterly/Service Pack maintenance window. This window is used for non-urgent updates and upgrades included in Service Packs. The Service Packs may be applied quarterly or as needed. • Adhoc Maintenance window: This is used for any urgent maintenance.
All non-emergency maintenance will be implemented outside of normal system operating hours during time windows approved by DFA so as to minimize disruptions to system operations. Preventive Maintenance Preventive maintenance is performed in all environments: Production, Test, Development, and Disaster Recovery. Preventive maintenance consists of the following: • Operating System Updates: OS (Windows Server) updates are made as soon as they become available. These updates are made during the nightly maintenance windows or the weekly maintenance window – depending upon the importance of the update. • Virus Software Updates: These updates are made automatically as soon as they are made available. • COTS Software Update: COTS software used by MVS IVS (such as WS FTP Server) are updated as part of quarterly system upgrades. However, if the COTS software is being upgraded because of security issues, the COTS software is updated as soon as feasible – usually in the next maintenance update window. • Hardware maintenance/updates: Although hardware maintenance is rarely required, its timing is based on how critical the maintenance is. It is typically schedule during the weekly maintenance window.
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Technology Platform the for the Servers • Operating System: Microsoft Windows Server 2016 or later • Database: SQL Server 2014 or later. • Encryption: TDE for database encryption; BitLocker for drive encryption
Data Back-up Procedures • The MVS IVS database will be fully backed up every day and the transaction log will be backed up every five minutes. • The MVS IVS Web-Application servers will be backed up every day. All relevant data files including files received from insurance companies will be a part of the daily back up. • Backups will be stored onsite for ready access and rotated to offsite storage at the Disaster Recovery site on a regular basis. • The offsite (Disaster Recovery) backup will include a weekly cycle providing a full backup of system information that reflects all project components, configurations, and data at the completion of that week’s cycle. This backup job will run on Sundays. In addition, a daily backup to the offsite location can be performed based on DFA’s preference. • An electronic report of the daily backups will be generated automatically and emailed to MVS technical team. This electronic report can also be provided to the State Project Manager and other State personnel based on DFA’s requirements.
Security MVS IVS has several security features that prevent unauthorized access to programs and data. These features are described in the Data Security Plan in Section 5.0 of T-6 (Required Plans). Some of these features are listed below. For security purposes, the following information is considered CONFIDENTIAL.
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Describe your Disaster Recovery Plan for the complete solution including how to conduct the disaster recovery in test environment before going live in production also how to test annually according to the rules and regulations of DFA Risk Management Office. Describe two (2) examples of how the proposed system described in the RFP be restored in worst case disaster scenarios.
Summary of Continuity of Operations and Business Continuity Plan The MVS Disaster Recovery Plan is part of the overall MVS Disaster Recovery and Business Continuity Plan which covers worst case disaster scenarios of complete and partial hosting facility unavailability.
Plan Objective The goals of the MVS IVS Disaster Recovery and Business Continuity Plan are • To minimize interruptions to the normal operations. • To limit the extent of disruption and damage. • To establish alternative means of operation in advance. • To train personnel with emergency procedures. • To provide for smooth and rapid restoration of service.
The overall objective of the MVS IVS Disaster Recovery Plan is recovery of the system and all data up to the moment of the disaster and successfully resume functioning within twenty-four (24) hours of any disaster
Situations Covered By Plan The MVS IVS Disaster Recovery and Business Continuity Plan covers both natural disasters such as earthquakes and floods and man-made disasters such as terrorism and nuclear accidents. Since certain disasters (such as one resulting in electrical outage) may result in only part of the MVS IVS infrastructure becoming unavailable, the plan includes any disaster or event that makes the complete MVS IVS system or part of the system unavailable the following is a list of the types of events covered by the plan. • One of the production Web-Application Servers becomes unavailable. • The Primary Production Database Servers becomes unavailable. • Database gets corrupted. • One of the hosting facility’s Internet Service Providers becomes unavailable. • One of the network paths in the MVS IVS hosting facility becomes unavailable. • Power to the MVS IVS hosting facility becomes unavailable. • The Primary hosting facility becomes unavailable due to a disaster
Plan Considerations
• RPO(recovery point objective): RPO refers to the specific point in time to which data can be restored. While MVS plan aims for no loss of data, for the worst-case disaster scenario, the initial system rebuild may have to use the latest offsite backup. However, once the system
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is up and running at the DR site, the latest set of BOB files and the latest registration extract from DFA will allow MVS to completely rebuild the insurance verification database. • RTO (recovery time objective): RTO is the target time for systems to be back up and running following a disaster. The RTO for MVS IVS is 24 hours. • Automatic or manual failover: MVS uses automated failover for the web application server and manual failover for the database server. For the worst-case disaster scenario, manual processes are required to switch MVS IVS to the offsite DR environment. • Security: MVS uses encrypted backups and secure transmittals of backups so that security is not compromised during DR events.
Data Back-up Procedures • The MVS IVS database will be fully backed up every day and the transaction log will be backed up every five minutes. • The MVS IVS Web-Application servers will be backed up every day. All relevant data files including files received from insurance companies will be a part of the daily back up. • Backups will be stored onsite for ready access and rotated to offsite storage at the Disaster Recovery site on a regular basis. • The offsite (Disaster Recovery) backup will include a weekly cycle providing a full backup of system information that reflects all project components, configurations, and data at the completion of that week’s cycle. This backup job will run on Sundays. In addition, a daily backup to the offsite location can be performed based on DFA’s preference. • An electronic report of the daily backups will be generated automatically and emailed to MVS technical team. This electronic report can also be provided to the State Project Manager and other State personnel based on DFA’s requirements.
Measures and Recovery Procedures The MVS continuity of operations and disaster recovery strategy can be classified into three types of measures: preventive, detective, and corrective measures. These measures are described below. Preventive measures - These controls are aimed at preventing an event from occurring. MVS IVS has been designed to provide maximum availability without any single point of failure. The MVS IVS hosting service provides a comprehensive high-performance network solution for the MVS IVS environment. MVS IVS has the following preventive measures in place: • Two production Web-Application Servers that will be hardware load-balanced. If a web server fails, the other server will run the IVS Web Portal and application. • Two production Database Servers – a Primary and a Secondary. In case of failure of the Primary Database server, the application will switch to the Secondary database server. • Multiple Internet services providers • Diverse carrier entrances • Dual network paths within the facility • Internet connectivity that has been secured using industry-leading practices • Secure active firewall management • Two firewalls – an external firewall for the whole system and an internal firewall to provide additional security for the MVS IVS database servers • Juniper firewalls that provide fine-grained access control that identifies, mitigates, and fully reports on the most sophisticated security threats
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• The firewalls are configured so that everything is denied or disabled by default and only those ports and protocols that are required for MVS IVS functionality are enabled • Daily updates with most current virus software • Daily updates with most current OS patches • Physical control to the hosting facility is controlled and very limited • Facility alarm systems including video/audio surveillance • Uninterrupted power via line, generator, and redundant (N+1) UPS/distribution system • Continuous cooling via redundant (N+1) chilled water system
Detective measures - These controls are aimed at detecting or discovering unwanted events. Examples of detective measures in place for MVS IVS are listed below. • An Intrusion Detection System • Ongoing review of network intrusion events • Ongoing review of system security events • Monitoring of system performance (CPU etc.) Automated emails/texts sent when system performance parameters go beyond specified limits. For example, when CPU usage goes above 90% • Monitoring of disk space • Monitoring of application performance. For example, the response time for Insurance Verification queries is monitored. • Review of backup performance • Review of daily jobs • Fire detection/suppression systems
Corrective measures - These controls are aimed at correcting or restoring the system after disaster or event. In the case of any event causing any system/network component to become unavailable, the backup component is used to provide continued availability. Some of the possible system incidents and the corresponding corrective measures are listed below. • Event: One of the production Web-Application Servers becomes unavailable. o Immediate Action: The other server will run the IVS Web Portal and application. o Corrective Measure: The server issue will be resolved and server will be put back into the production environment. • Event: The Primary Production Database Servers becomes unavailable. o Immediate Action: The application will switch to the Secondary database server. o Corrective Measure: The server issue will be resolved, and server will be put back into the production environment. • Event: Database gets corrupted. o Immediate Corrective Action: Databases are backed up every day and transaction logs are backed up every 5 minutes. The last full backup, the transaction log backups, and the current log will be used to rebuild the database to a point before it was corrupted and it will be put into production. • Event: One of the hosting facility’s Internet Service Providers becomes unavailable. o Immediate Action: The other two Internet services providers will provide Internet connectivity. o Corrective Action: The failing Internet Service will be restored. • Event: One of the network paths in the MVS IVS hosting facility becomes unavailable.
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o Immediate Action: The facility has dual network paths within the facility. The other path will provide connectivity. o Corrective Action: The failing network component will be repaired/replaced. • Event: Power to the MVS IVS hosting facility becomes unavailable. o Immediate Action: Facility has uninterrupted power via line, generator, and redundant (N+1) UPS/distribution system. The backup power systems will provide power. o Corrective Action: Power to the facility will be restored. • Event: The Primary hosting facility becomes unavailable due to a disaster o Immediate Action: MVS will try to determine when the primary hosting facility might become available. MVS, along with DFA, will decide whether to wait for the primary hosting facility to become available or switch to the offsite hosting facility. o Corrective Action: MVS will restore the latest offsite backup to the database of the MVS IVS installation at the offsite hosting facility. MVS will activate the MVS IVS website, FTP server, and other processing modules at the offsite hosting facility. Once the MVS IVS instance at the offsite hosting facility is running with latest data backup, MVS will make DNS changes to point the MVS IVS interfaces (website and FTP site) to the IP addresses belonging to the offsite facility.
Worst Case Disaster Scenario The worst-case disaster scenario is when the MVS primary hosting facility becomes completely unavailable. This could be due to a natural or man-made disaster. MVS hosting facility has been carefully selected to minimize the probability of this scenario. Some of the features of MVS hosting facility which makes complete unavailability highly unlikely are: • The MVS IVS Hosting facility was constructed and is maintained to a DoD-classification SCIF-level. The hosting facility’s managed infrastructure services are fully-compliant with FISMA, NISPOM, DITSCAP/DIACAP and other government mandates. The MVS IVS hosting facility hosts several critical federal government systems. • The MVS IVS hosting facility has multiple connections to the Internet. If one goes down, the connection to the Internet will not be broken. • The MVS IVS hosting facility maintains multiple service providers, diverse carrier entrances, and dual network paths within the facility to provide maximum availability. If any network component fails, the network automatically switches to the secondary component. • The MVS IVS hosting facility’s power and cooling systems are highly redundant with N+1 components for all key functions. • Physical control to the hosting facility is controlled and very limited • Facility alarm systems including video/audio surveillance • The MVS IVS hosting facility is located in the Dulles Technology Corridor in Loudoun County, VA. As much as 70% of the world's Internet traffic travelled through data centers in the corridor. Many large technology companies have selected this region because it is one of the safest in the US in terms of natural disasters.
However, disasters can happen and MVS has carefully planned for the worst-case scenario. MVS planning for this scenario includes the following.
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• MVS has an Offsite Disaster Recovery (DR) Environment which is hosted with Amazon Web Service (AWS). The offsite DR environment is located in a geographical separate area from the primary MVS IVS hosting facility. MVS has the ability to change the geographical location of the Offsite DR environment based on State preferences. • The offsite disaster recovery environment will have separate Web-Application and Database servers. The latest database backup will be copied to the DR site at least weekly or more frequently based on State requirements. The latest version of MVS IVS application will be updated on the DR environment every week and immediately after any major release. • As part of the testing and certification process with insurance companies, the IP addresses associated with the DR environment are communicated to the insurance companies so that they are added to the systems and firewalls of insurance companies. The DR testing also includes BOB and Web Service testing with insurance companies.
Examples of How System will Be Restored in Worst Case Disaster Scenario • Example 1: Primary hosting facility completely unavailable, data backups from primary hosting facility’s backup system are available. In this case, the following steps will be followed: o The backups will be transferred from primary hosting facility’s backup environment to the DR site. o The backups will be restored in the DR database server. o DNS changes will be made to switch MVS IVS websites, web services, and FTP sites to the DR environment. o The MVS IVS application in the DR environment will be activated. o The MVS IVS application will be tested to ensure that all system functions are available. Any unavailable system functions will be fixed. o Performance of MVS IVS at the DR will be monitored. More servers and/or capacity will be added if needed. Since the DR environment is hosted on the cloud with AWS, addition of virtual machines (EC2s) can be done fairly quickly. • Example 2: Primary hosting facility completely unavailable, data backups from primary hosting facility’s backup system are also unavailable. In this case, the following steps will be followed: o The latest backups in the DR site will be restored in the DR database server. o DNS changes will be made to switch MVS IVS websites, web services, and FTP sites to the DR environment. o Insurance companies will be asked to report latest BOB files as soon as possible. These latest BOB files will be processed immediately. Latest registration extract will be obtained from DFA and processed by MVS IVS. o The MVS IVS application in the DR environment will be activated. o The MVS IVS application will be tested to ensure that all system functions are available. Any unavailable system functions will be fixed.
77 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
o Performance of MVS IVS at the DR will be monitored. More servers and/or capacity will be added if needed. Since the DR environment is hosted on the cloud with AWS, addition of virtual machines (EC2s) can be done fairly quickly.
Disaster Recovery – Roles and Communication The communication process followed during a DR event and the corresponding roles are described below. • Incident Reporting: A system/function unavailability incident can be detected by the MVS team, State personnel, insurance companies, or others. If an incident is detected, the MVS Help Desk team will be informed immediately. • Incident Logging: The MVS Help Desk team will create a ticket and assign it to the MVS Technical Team which will start investigating the incident. If the system has become unavailable, then State management will be informed immediately and an Immediate Response Team consisting of the appropriate MVS Technical Team personnel will be created. • Incident Classification: The Immediate Response Team will investigate the incident to find the reason for system/function unavailability. If the incident is determined due to a disaster, then a disaster classification will be assigned. Disaster classification is based on the component(s) of the system that have failed. • Incident Communication: Once the incident has been assigned a disaster classification, information about the incident and the plan for corrective action will be communicated to the State management immediately. • Restoring Availability: Availability will be restored using the Immediate and Corrective Action associated with the classification of the disaster event. The main types of events and corrective actions are listed in the previous section under Corrective Measures. • Response Notification: The Immediate Response team will notify concerned parties including the State about the response. Additional notification steps may be taken based on the type of disaster and the steps being taken to restore availability. • Documentation: The Immediate Response team will document all relevant facts and logs. • Post Incident Review –The MVS Project Manager will conduct a post incident review to determine if any improvement in processes or technologies could have helped avoid the disaster and if any improvements can be made to the disaster recovery processes and plans.
Testing of the Disaster Recovery Plans • The Disaster Recovery Plan will be tested by doing a complete fail-over test during the final testing stage of the implementation. This testing is described under the sub- heading Pre-Production Disaster Recovery Testing below. • The Disaster Recovery Plan will also be tested on an annual basis. This testing is described under the sub-heading Annual Disaster Recovery Testing below. • Testing will be coordinated between MVS and DFA OIS Risk Management Office. • Any changes made to the production environment will be replicated in the Disaster Recovery environment and will be verifiable by testing.
78 of 80 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-5 – Requirements Approach
• The State shall have the ability to request the MVS completely fail over all test/production systems to the Disaster Recovery systems without advance notice to MVS.
Pre-Production Disaster Recovery Testing The Disaster Recovery Plan will be tested in the Test Environment before the system goes live. Since the test environment only has one web-application and one database server, production web-application and production database server will be activated to play the role of the failover/backup server. All disaster scenarios that can be simulated will be tested. At a minimum, the following events will be tested: • Event: One of the Web-Application Servers becomes unavailable. o This will be simulated by turning off one of the Test Web-Application servers. • Event: The Primary Database Servers becomes unavailable. o This will be simulated by turning off one of the Primary Database servers. • Event: Database gets corrupted. o This will be simulated by stopping the SQL Server service on the Test Database server. o Corrective Action: The latest full database backup and transaction logs up to the point of simulated corruption will be used to restore the database. • Event: The whole hosting facility becomes unavailable due to a disaster (Worst Case Disaster Scenario) o This will be simulated by shutting down all the test servers. o Corrective Action: The application will be switched to the offsite DR environment.
Annual Disaster Recovery Testing The Disaster Recovery Plan will also be tested annually. The testing will take place at a time when system unavailability during the testing period is permitted by the State. Appropriate communication as required by the State will be sent prior to the testing. At a minimum, the following events will be tested: • Event: One of the Web-Application Servers becomes unavailable. o This will be simulated by turning off the production Web-Application servers. One server will be turned off at one time – and the application will be switched to the other server. • Event: The Primary Database Servers becomes unavailable. o This will be simulated by turning off one of the Primary Database Servers. The application will be switched to the backup database server. • Event: Database gets corrupted. o This will be simulated by stopping the SQL Server service on the primary database server. o Corrective Action: The latest full database backup and transaction logs up to the point of simulated corruption will be used to restore the database. • Event: The whole hosting facility becomes unavailable due to a disaster (Worst Case Disaster Scenario) o This will be simulated by shutting down all the production servers. o Corrective Action: The application will be switched to the offsite DR environment.
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Procedure for Deactivating the Disaster Recovery Plan The procedure for deactivating the DR plan depend on the type of disaster event and the availability of the primary MVS IVS hosting facility. Once the disaster has passed and operations have fully resumed at the primary MVS IVS hosting facility, the MVS project manager and MVS Incident Response Team will come up with a plan for deactivating the DR plan and switching the system back to the primary MVS IVS hosting facility. The plan details are based on the availability of resources – for example, are the servers still available or do new servers have to be procured. Once MVS comes up with a deactivation plan, it will be supplied to the State Project Manager for approval. Once approved, the deactivation plan will be put into place and MVS IVS will be switched back to the primary hosting facility.
End of Contract Transition Plan At the end of contract, all state-owned data will be provided to the DFA in a format acceptable to the DFA. After MVS has provided the data to DFA, MVS will delete the data and destroy all accompanying documentation.
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Template T-6
Required Plans
Response Template
RFP #: SP-18-0132
State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Table of Contents
1.0 Implementation Plan ...... 1 2.0 Testing Plan ...... 18 3.0 Training Plan ...... 21 4.0 Disaster Recovery and Business Continuity Plan ...... 31 5.0 Data Security Plan ...... 39 6.0 Maintenance Plan ...... 48 7.0 Ongoing User and Technical Support Plan ...... 51
i State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
1.0 Implementation Plan The Prospective Contractor should submit a Work Plan regarding the implementation of all services requested under this RFP. This Work Plan will demonstrate that the Prospective Contractor has a thorough understanding of all activities required. DFA requires that the Prospective Contractor provide a schedule with the shortest duration required to implement the services smoothly and without interruption to business operations. The Work Plan should show all key elements including details with responsibilities, timelines, durations, milestone dates, deliverables, and Prospective Contractor personnel hours by deliverables, State personnel hours, and all critical dependencies for the milestones and deliverables. The Work Plan may be an attachment to the Prospective Contractor’s Technical Proposal and tabbed as such in the submission as well as an electronic soft copy (Microsoft Project ® or equivalent and Adobe ® PDF) version in the Prospective Contractor’s electronic submission of the Technical Proposal. All content should be formatted for effective viewing in hard and soft copy. Instructions: Provide a Work Plan including at least: ◼ High level Project schedule (Microsoft Project® preferred and Adobe ® PDF) including all deliverables and milestones, and timeline ◼ A listing of what staff is assigned responsibility for each deliverable within the WBS to the level at which control will be exercised (i.e., DFA, Contractor staff) ◼ Major milestones and target date(s) for each milestone ◼ Definition of the review processes for each milestone and deliverable and a description of how the parties will conduct communication and status review ◼ A plan for system go live Include or attach associated artifacts such as Gantt charts and flowcharts as appropriate.
1 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
High Level Project Schedule The high-level project schedule has been provided in the following table. The full Gantt chart with the project schedule has also been provided in Appendix D. The Gantt has the resource names “MVS” and “DFA” assigned to the tasks. Tasks assigned to “MVS” will be completed by MV Solutions’ resources. Tasks assigned to “DFA” will be completed by State resources. The detailed MVS staff assignments and hours for the tasks in the project has been provided in the next subsection titled “Staff Assignments and Hours”.
Resource Task Name Duration Start Finish Names AR IVS Project 228 days Wed 5/1/19 Fri 12/27/19 Project Initiation 8 days Wed 5/1/19 Fri 5/10/19 Prepare Introductory Briefing and Kickoff Agenda 3 days Wed 5/1/19 Fri 5/3/19 MVS Review and Approve Introductory Briefing and Kickoff Agenda 2 days Mon 5/6/19 Tue 5/7/19 DFA Project Kickoff Meetings (on-site) 3 days Wed 5/8/19 Fri 5/10/19 MVS,DFA MVS,DFA Pre-Kickoff Sponsor Meeting 1 day Wed 5/8/19 Wed 5/8/19 Management Kickoff Presentation 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA Introduction of MVS and DFA Teams 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA High-Level Solution and Process Overview 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA Project Plan Review 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA Questions/Demo 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA Requirements Discussions 3 days Wed 5/8/19 Fri 5/10/19 ARIVS Web service for State systems 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA ARIVS Web Portal 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA Citizen Users 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA State Users 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA Insurance Company and Agent Users 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA Registration Data Exchange 1 day Thu 5/9/19 Thu 5/9/19 MVS,DFA Non-Compliance Notices 1 day Thu 5/9/19 Thu 5/9/19 MVS,DFA Compliance/Clearance Data Exchange 1 day Thu 5/9/19 Thu 5/9/19 MVS,DFA Insurance Company Requirements and Deadlines 1 day Thu 5/9/19 Thu 5/9/19 MVS,DFA Reporting 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA Hosting and Security 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA User and Technical Support 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA Insurer/Agent Data Exchange Discussion 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA,AID Wrap-up Items 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA Communication Plan Discussion 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA Next Steps 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA Update of Project Plan and Project Tracking Documents 1 day Fri 5/10/19 Fri 5/10/19 MVS Updated Project Plan and Project Tracking Documents 0 days Fri 5/10/19 Fri 5/10/19 MVS Requirements and Design 20 days Mon 5/13/19 Fri 6/7/19 Staffing Plan 3 days Mon 5/13/19 Wed 5/15/19 Update Staffing Plan 2 days Mon 5/13/19 Tue 5/14/19 MVS Updated Staffing Plan 0 days Tue 5/14/19 Tue 5/14/19 MVS Approval of Staffing Plan 1 day Wed 5/15/19 Wed 5/15/19 DFA Implementation Plan 13 days Mon 5/13/19 Thu 5/30/19 Update Implementation Plan 11 days Mon 5/13/19 Mon 5/27/19 MVS Updated Implementation Plan 0 days Mon 5/27/19 Mon 5/27/19 MVS Approval of Implementation Plan 2 days Wed 5/29/19 Thu 5/30/19 DFA Maintenance Plan 13 days Mon 5/13/19 Thu 5/30/19 Update Maintenance Plan 11 days Mon 5/13/19 Mon 5/27/19 MVS Updated Maintenance Plan 0 days Mon 5/27/19 Mon 5/27/19 MVS Approval of Maintenance Plan 2 days Wed 5/29/19 Thu 5/30/19 DFA Ongoing User and Technical Support Plan 13 days Mon 5/13/19 Thu 5/30/19 Update Ongoing User and Technical Support Plan 10 days Mon 5/13/19 Fri 5/24/19 MVS Updated Ongoing User and Technical Support Plan 0 days Fri 5/24/19 Fri 5/24/19 MVS
2 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Resource Task Name Duration Start Finish Names Approval of Ongoing User and Technical Support Plan 3 days Mon 5/27/19 Thu 5/30/19 DFA Data Security Plan 13 days Mon 5/13/19 Thu 5/30/19 Update Data Security Plan 10 days Mon 5/13/19 Fri 5/24/19 MVS Updated Data Security Plan 0 days Fri 5/24/19 Fri 5/24/19 MVS Approval of Data Security Plan 3 days Mon 5/27/19 Thu 5/30/19 DFA Testing Plan 13 days Mon 5/13/19 Thu 5/30/19 Update Testing Plan 10 days Mon 5/13/19 Fri 5/24/19 MVS Updated Testing Plan 0 days Fri 5/24/19 Fri 5/24/19 MVS Approval of Testing Plan 3 days Mon 5/27/19 Thu 5/30/19 DFA Finalize and Document Requirements 15 days Mon 5/13/19 Sat 6/1/19 Insurance Company Reporting Requirements 5 days Mon 5/13/19 Fri 5/17/19 MVS Registration File Layout and Exchange 10 days Mon 5/13/19 Fri 5/24/19 MVS ARIVS Web Portal 15 days Mon 5/13/19 Sat 6/1/19 MVS ARIVS Web Service 15 days Mon 5/13/19 Sat 6/1/19 MVS Rules for Selection of Records for Non-Compliance Notices 15 days Mon 5/13/19 Sat 6/1/19 MVS Customer Response Processes and Compliance Rules 15 days Mon 5/13/19 Sat 6/1/19 MVS Letter and Compliance Data Exchange 15 days Mon 5/13/19 Sat 6/1/19 MVS Hosting and Security 15 days Mon 5/13/19 Sat 6/1/19 MVS User and Technical Support 15 days Mon 5/13/19 Sat 6/1/19 MVS Reports 15 days Mon 5/13/19 Sat 6/1/19 MVS Finalized Requirement Document 0 days Sat 6/1/19 Sat 6/1/19 MVS Approval of Requirements Document 5 days Mon 6/3/19 Fri 6/7/19 DFA Insurance Company Reporting Guide 15 days Mon 5/13/19 Sat 6/1/19 Develop draft Insurance Company Reporting Guide 3 days Mon 5/20/19 Wed 5/22/19 MVS Insurance Company Reporting Guide Approval by DFA 5 days Thu 5/23/19 Thu 5/30/19 DFA DFA/AID provides insurance company list 15 days Mon 5/13/19 Sat 6/1/19 DOI Publication of Insurance Company Reporting Guide 0 days Sat 6/1/19 Sat 6/1/19 MVS System Configuration and Testing 151 days Mon 5/13/19 Mon 12/9/19 Establish IVS Infrastructure - Primary Hosting Facility 20 days Mon 5/13/19 Fri 6/7/19 Setup Development Environment 5 days Mon 5/13/19 Fri 5/17/19 MVS Setup Test Environment 5 days Mon 5/20/19 Fri 5/24/19 MVS Setup Production Environment (MVS IVS Web Portal - Insurer 10 days Mon 5/27/19 Fri 6/7/19 MVS Registration) Domain Assignment and DNS Entries 5 days Mon 5/27/19 Sat 6/1/19 MVS Establish IVS Infrastructure - Offsite (Disaster Recovery) 80 days Mon 6/10/19 Fri 9/27/19 Setup Disaster Recovery Environment 80 days Mon 6/10/19 Fri 9/27/19 MVS,DFA Mon MVS IVS System Modifications and Unit Testing 131 days Mon 5/20/19 11/18/19 MVS IVS Web Portal for Insurers 6 days Mon 5/20/19 Mon 5/27/19 MVS MVS IVS FTP Server and File Processor 5 days Wed 5/29/19 Mon 6/3/19 MVS MVS IVS Registration File Processing and Matching module 10 days Mon 5/27/19 Fri 6/7/19 MVS MVS IVS Batch Reverification Modules 10 days Mon 6/10/19 Fri 6/21/19 MVS Mon MVS IVS OLV client 32 days Mon 6/3/19 MVS 11/18/19 MVS IVS Web Service for State systems 20 days Mon 6/3/19 Fri 6/28/19 MVS MVS IVS Notice Generation Module 20 days Mon 6/10/19 Fri 7/5/19 MVS MVS IVS Web Portal Compliance & Payment Modules 15 days Mon 7/8/19 Fri 7/26/19 MVS MVS IVS Compliance Data Exchange Module 10 days Mon 7/29/19 Fri 8/9/19 MVS Reports 10 days Mon 8/12/19 Fri 8/23/19 MVS MVS IVS Unit & Integration Testing (Dev Env) 10 days Tue 11/19/19 Mon 12/2/19 MVS Functional Testing (Test Env) 5 days Tue 12/3/19 Mon 12/9/19 MVS DFA Systems Modifications and Testing 90 days Mon 5/27/19 Fri 9/27/19 Registration Extract File Generation 60 days Mon 5/27/19 Fri 8/16/19 DFA Compliance Data Exchange and Suspension Modules 30 days Mon 8/19/19 Fri 9/27/19 DFA Joint Data Exchange testing - MVS and DFA 10 days Mon 9/30/19 Fri 10/11/19 MVS,DFA Tue Insurance Company Setup and Reporting 101 days Wed 5/29/19 10/15/19 Establish Email-based Helpdesk for Insurance Companies 1 day Mon 6/3/19 Mon 6/3/19 MVS Move MVS IVS Web Portal for Insurers to Production 2 days Wed 5/29/19 Thu 5/30/19 MVS
3 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Resource Task Name Duration Start Finish Names Move MVS IVS FTP Server and File Processor to Production 2 days Tue 6/4/19 Wed 6/5/19 MVS Registration by Insurance Companies 22 days Mon 6/3/19 Mon 7/1/19 MVS Tue Testing and Approval of Insurance Company Files 97 days Mon 6/3/19 MVS 10/15/19 Tue Insurance Company Production Switchover Deadline 0 days Tue 10/15/19 MVS 10/15/19 Tue First Weekly Insurance Company BOB Files Due 0 days Tue 10/15/19 MVS 10/15/19 Mon Switchover to Production Environment 5 days Fri 10/18/19 10/14/19 Mon Wed Move all remaining MVS IVS Modules to Production 3 days MVS 10/14/19 10/16/19 Mon Mon DFA begins providing weekly Registration Files 1 day DFA 10/14/19 10/14/19 State Systems connect to MVS IVS Web Service for Testing 2 days Thu 10/17/19 Fri 10/18/19 DFA MVS IVS Compliance Data Exchange Module Connected to Test State Wed 2 days Tue 10/15/19 MVS,DFA System 10/16/19 Pre-Production Testing (Production Environment) 37.5 days Thu 10/17/19 Mon 12/9/19 MVS,DFA Mon Functional Testing 2.5 days Thu 10/17/19 MVS,DFA 10/21/19 Mon Mon Functional Testing Results 0 days MVS 10/21/19 10/21/19 Mon Wed State Approval of Functional Testing 2 days DFA 10/21/19 10/23/19 Wed Wed Operational Testing (Prod Env) 5 days MVS,DFA 10/23/19 10/30/19 Wed Wed Operational Testing Results 0 days MVS 10/30/19 10/30/19 Wed State Approval of Operational Testing 2 days Fri 11/1/19 DFA 10/30/19 Insurance Company Testing (Prod Env) 10 days Fri 11/1/19 Fri 11/15/19 MVS,DFA Insurance Company Testing Results 0 days Fri 11/15/19 Fri 11/15/19 MVS Tue State Approval of Insurance Company Testing 2 days Fri 11/15/19 DFA 11/19/19 Tue User Acceptance Testing 5 days Tue 11/19/19 MVS,DFA 11/26/19 Tue User Acceptance Testing Results 0 days Tue 11/26/19 MVS 11/26/19 Thu State Approval of User Acceptance Testing 2 days Tue 11/26/19 DFA 11/28/19 Final Acceptance Testing (Prod Env) 5 days Thu 11/28/19 Thu 12/5/19 MVS,DFA Final Acceptance Testing Results 0 days Thu 12/5/19 Thu 12/5/19 MVS State Approval of Final Acceptance Testing 2 days Thu 12/5/19 Mon 12/9/19 DFA Update Manuals and Documentation 4 days Mon 12/9/19 Fri 12/13/19 MVS Wed Disaster Recovery Plan and Testing 57.5 days Mon 9/30/19 12/18/19 Detail the Disaster Recovery Plan 40 days Mon 9/30/19 Fri 11/22/19 MVS Submit Disaster Recovery Plan 0 days Fri 11/22/19 Fri 11/22/19 MVS Mon Disaster Recovery Testing 5 days Mon 12/9/19 MVS 12/16/19 Mon Mon Disaster Recovery Testing Results 0 days MVS 12/16/19 12/16/19 Mon Wed State Approval of Disaster Recovery Test 2 days DFA 12/16/19 12/18/19 Provide Training to State Users 10 days Fri 12/13/19 Fri 12/27/19 MVS Mon Setup Customer Support Help Desk 10 days Mon 12/9/19 12/23/19 System Go-Live 0 days Fri 12/27/19 Fri 12/27/19
4 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Staff Assignments and Hours The table below summarizes the staff assignments and hours for the tasks in the project.
Task Name Shawn Goff Project Manager MittalSaurabh Technical Architect Srinivas Regatte Technical Lead Ishwara Marakaje Senior Developer Tracy Corson Training/Support Deborah Pierce Testing/QA Ronnie Hooker Developer Chittaranjan Nilak Hosting/DBA Tonya Amaker Training/Support AR IVS Project Project Initiation Prepare Introductory Briefing and 16 8 Kickoff Agenda Review and Approve Introductory
Briefing and Kickoff Agenda Project Kickoff Meetings (on-
site) Pre-Kickoff Sponsor Meeting 2 2
Kickoff Presentation 2 2 Introduction of MVS and DFA
Teams High-Level Solution and
Process Overview Project Plan Review Questions/Demo Requirements Discussions ARIVS Web service for State 2 2 systems ARIVS Web Portal 2 2 Citizen Users State Users Insurance Company and
Agent Users Registration Data Exchange 2 2 Non-Compliance Notices 2 2 Compliance/Clearance Data 2 2 Exchange Insurance Company 2 2 Requirements and Deadlines Reporting 1 1 Hosting and Security 2 2 User and Technical Support 1 1 Insurer/Agent Data Exchange 1 1 Discussion Wrap-up Items 0.5 0.5 Communication Plan 0.5 0.5 Discussion Next Steps 0.5 0.5 Update of Project Plan and 0.5 0.5 Project Tracking Documents
5 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Task Name Shawn Goff Project Manager MittalSaurabh Technical Architect Srinivas Regatte Technical Lead Ishwara Marakaje Senior Developer Tracy Corson Training/Support Deborah Pierce Testing/QA Ronnie Hooker Developer Chittaranjan Nilak Hosting/DBA Tonya Amaker Training/Support Updated Project Plan and 1 1 Project Tracking Documents Requirements and Design Staffing Plan 6 1 Update Staffing Plan Updated Staffing Plan Approval of Staffing Plan Implementation Plan 8 2 16 Update Implementation Plan Updated Implementation
Plan Approval of Implementation
Plan Maintenance Plan 2 8 8 Update Maintenance Plan Updated Maintenance Plan Approval of Maintenance Plan Ongoing User and Technical 6 3 24 4 Support Plan Update Ongoing User and
Technical Support Plan Updated Ongoing User and
Technical Support Plan Approval of Ongoing User and
Technical Support Plan Data Security Plan 3 8 8 16 Update Data Security Plan Updated Data Security Plan Approval of Data Security Plan Testing Plan 6 4 2 36 2 Update Testing Plan Updated Testing Plan Approval of Testing Plan Finalize and Document 40 40 24 8 16 12 Requirements Insurance Company Reporting
Requirements Registration File Layout and
Exchange ARIVS Web Portal ARIVS Web Service Rules for Selection of Records
for Non-Compliance Notices
6 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Task Name Shawn Goff Project Manager MittalSaurabh Technical Architect Srinivas Regatte Technical Lead Ishwara Marakaje Senior Developer Tracy Corson Training/Support Deborah Pierce Testing/QA Ronnie Hooker Developer Chittaranjan Nilak Hosting/DBA Tonya Amaker Training/Support Customer Response
Processes and Compliance Rules Letter and Compliance Data
Exchange Hosting and Security User and Technical Support Reports Finalized Requirement
Document Approval of Requirements
Document Insurance Company Reporting
Guide Develop draft Insurance 8 6 Company Reporting Guide Insurance Company Reporting
Guide Approval by DFA DFA/AID provides insurance
company list Publication of Insurance 1 1 Company Reporting Guide System Configuration and
Testing Establish IVS Infrastructure - 16 24 24 36 80 Primary Hosting Facility Setup Development
Environment Setup Test Environment Setup Production Environment (MVS IVS Web Portal - Insurer Registration) Domain Assignment and DNS
Entries Establish IVS Infrastructure – 24 40 12 8 80 Off site (Disaster Recovery) Setup Disaster Recovery
Environment MVS IVS System Modifications
and Unit Testing MVS IVS Web Portal for 8 4 40 40 16 40 4 Insurers MVS IVS FTP Server and File 1 12 24 24 6 24 2 Processor MVS IVS Registration File 2 16 40 40 16 40 2 Processing and Matching module MVS IVS Batch Reverification 2 24 40 40 16 40 4 Modules MVS IVS OLV client 1 24 40 40 16 40 4 MVS IVS Web Service for 4 16 40 40 16 40 8 State systems
7 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Task Name Shawn Goff Project Manager MittalSaurabh Technical Architect Srinivas Regatte Technical Lead Ishwara Marakaje Senior Developer Tracy Corson Training/Support Deborah Pierce Testing/QA Ronnie Hooker Developer Chittaranjan Nilak Hosting/DBA Tonya Amaker Training/Support MVS IVS Notice Generation 16 24 60 60 16 40 10 Module MVS IVS Web Portal 24 16 80 80 16 80 10 Compliance & Payment Modules MVS IVS Compliance Data 24 24 40 60 16 80 10 Exchange Module Reports 16 16 24 40 16 40 10 MVS IVS Unit & Integration 16 24 40 40 32 40 4 Testing (Dev Env) Functional Testing (Test Env) 24 16 12 12 24 40 4 24 DFA Systems Modifications
and Testing Registration Extract File
Generation Compliance Data Exchange
and Suspension Modules Joint Data Exchange testing - 40 40 24 24 24 80 6 8 MVS and DFA Insurance Company Setup and
Reporting Establish Email-based Helpdesk 4 4 for Insurance Companies Move MVS IVS Web Portal for 1 8 8 4 Insurers to Production Move MVS IVS FTP Server and 1 8 8 2 File Processor to Production Registration by Insurance 16 4 16 24 80 80 Companies Testing and Approval of 100 200 200 200 50 8 50 Insurance Company Files Insurance Company
Production Switchover Deadline First Weekly Insurance
Company BOB Files Due Switchover to Production
Environment Move all remaining MVS IVS 8 16 16 24 24 12 Modules to Production DFA begins providing weekly
Registration Files State Systems connect to MVS
IVS Web Service for Testing MVS IVS Compliance Data Exchange Module Connected to Test 12 8 8 8 16 2 State System Pre-Production Testing
(Production Environment) Functional Testing 16 6 12 12 8 16 6 2 Functional Testing Results 2 2 1 1 State Approval of Functional
Testing
8 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Task Name Shawn Goff Project Manager MittalSaurabh Technical Architect Srinivas Regatte Technical Lead Ishwara Marakaje Senior Developer Tracy Corson Training/Support Deborah Pierce Testing/QA Ronnie Hooker Developer Chittaranjan Nilak Hosting/DBA Tonya Amaker Training/Support Operational Testing (Prod Env) 24 10 16 20 8 40 8 Operational Testing Results 4 4 2 2 2 2 2 State Approval of Operational
Testing Insurance Company Testing 40 20 16 20 8 60 8 (Prod Env) Insurance Company Testing 8 8 4 4 4 4 Results State Approval of Insurance
Company Testing User Acceptance Testing 24 10 16 20 8 40 8 User Acceptance Testing 4 4 2 2 2 8 2 Results State Approval of User
Acceptance Testing Final Acceptance Testing (Prod 24 10 16 20 8 40 20 10 8 Env) Final Acceptance Testing 4 4 2 2 2 8 2 2 2 Results State Approval of Final
Acceptance Testing Update Manuals and 24 16 4 4 24 24 Documentation Disaster Recovery Plan and
Testing Detail the Disaster Recovery 16 16 8 8 25 60 Plan Submit Disaster Recovery Plan 2 2 2 Disaster Recovery Testing 25 10 16 20 8 25 40 Disaster Recovery Testing 2 2 1 1 1 1 Results State Approval of Disaster
Recovery Test Provide Training to State Users 24 16 40 20 Setup Customer Support Help 4 32 40 Desk System Go-Live
Total Hours 725 795 920 983 395 657 556 415 300 % of Time For Work Effort 54% 60% 69% 74% 30% 49% 42% 31% 22%
9 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Review Process for Milestones/Deliverables Every milestone will have an associated deliverable. The deliverables will be provided to DFA Project Manager for review and approval. The proposed project schedule has tasks and associated durations for DFA approval of the deliverables. These will be reviewed and approved during the project kickoff meetings.
Project Plan Narrative The tasks that will be completed in order to successfully implement the Arkansas Insurance Verification System are described below.
Project Initiation Prepare Introductory Briefing and Kickoff Agenda • MVS will prepare draft Introductory Briefing and Kickoff Agenda and provide it to Arkansas. • Review and Approve Introductory Briefing: DFA will review the draft Introductory Briefing and Kickoff Agenda and provide any modifications to MVS.
Deliverables: Draft Introductory Briefing and Kickoff Agenda
Project Kickoff Meeting (On-site) MVS and the State will conduct a joint project kickoff meeting to officially start up project team activities. The kickoff meeting will include the following activities. • Pre-Kickoff Sponsor Meeting: MVS will meet with the DFA management and project sponsors. MVS will present the high-level solution and project plan. The purpose of the meeting is to get DFA approval for high level requirements and timelines before going into the Kickoff Presentation which has a wider audience. • Kickoff Presentation: MVS will deliver the introductory briefing which will include the following. o Introductions of MVS and State Teams: The MVS and State teams will be introduced, and the roles of team members will be identified. Stakeholders – both internal and external – will be identified. o High-Level Solution Overview: MVS will provide a high-level overview of the MVS IVS system and the associated verification run processes. o High-Level Project Plan Review: The project plan will be reviewed to ensure that all of the project activities required to produce the project deliverables have been identified. The project activity sequences, durations, and resource requirements will be reviewed. Any necessary adjustments to the Project Plan will be documented. o System Demonstration: MVS will provide a demonstration of the MVS IVS system, highlighting features and functionality important to the DFA. • Requirements Discussions: The project requirements and scope from the contract documents will be reviewed. High level requirements will be confirmed. All project requirements will be documented in the Requirements Traceability Matrix (RTM). The following items will be discussed in greater details. o ARIVS Web service for State systems
10 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
o ARIVS Web Portal ▪ Citizen Users ▪ State Users o Insurance Company and Agent Users o Registration Data Exchange o Non-Compliance Notices o Compliance/Clearance Data Exchange o Insurance Company Requirements and Deadlines o Reporting o Hosting and Security
• Insurer/Agent Data Exchange Discussion with DFA and AID: The method and frequency of exchange of insurance company and agent data will be discussed with DFA and Arkansas Insurance Department (AID). • Wrap-up items: Any remaining items for the kickoff meetings will be discussed. These will include o Risk Identification and Documentation: Any risks likely to affect the project or create variances in the plan will be identified and documented in the Risk Log. o Insurer Reporting Guide Review: A draft version of the Implementation Guide for the Insurance Companies will be presented for DFA review. • Communication Plan Discussion: The information needs of the various stakeholders (insurance companies and agents, State personnel, vehicle registrants, etc.) will be discussed to devise a high-level communication plan. The mode, timing, and responsibility of communications will be identified. The State might also need to establish a public education program to create public awareness of processes related to the AR insurance verification system, and the consequences of having an uninsured vehicle. • Next Steps and Update of Project Plan: The next steps and action items for both MVS and State personnel will be identified. Any updates required to the Project Plan will be made. MVS will use its Project Tracking spreadsheet (that includes Issues Log, Action Items, Change Log, Risk Log, etc.) for documentation throughout the kickoff meeting. The entries in this spreadsheet will be finalized and it will be shared with the project team.
Deliverables: Updated Project Plan, Project Tracking Documents
Requirements and Design
Staffing Plan: MVS will make any necessary updates to the proposed Staffing Plan based on discussion during the kickoff meetings and provide it to the DFA. Deliverable: Updated Staffing Plan DFA will review and approve the Staffing Plan. Implementation Plan: MVS will make any necessary updates to the proposed Implementation Plan based on discussion during the kickoff meetings and provide it to the DFA. Deliverable: Updated Implementation Plan DFA will review and approve the Implementation Plan.
11 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Maintenance Plan: MVS will make any necessary updates to the proposed Maintenance Plan based on discussion during the kickoff meetings and provide it to the DFA. Deliverable: Updated Maintenance Plan DFA will review and approve the Maintenance Plan. Ongoing User and Technical Support Plan: MVS will make any necessary updates to the proposed Ongoing User and Technical Support Plan based on discussion during the kickoff meetings and provide it to the DFA. Deliverable: Updated Ongoing User and Technical Support Plan DFA will review and approve the Ongoing User and Technical Support Plan. Data Security Plan: MVS will make any necessary updates to the proposed Data Security Plan based on discussion during the kickoff meetings and provide it to the DFA. Deliverable: Updated Data Security Plan DFA will review and approve the Data Security Plan. Testing Plan: MVS will make any necessary updates to the proposed Testing Plan based on discussion during the kickoff meetings and provide it to the DFA. Deliverable: Updated Testing Plan DFA will review and approve the Testing Plan.
Finalize and Document Requirements The project team will finalize and document all project requirements, including the requirements for the following: • Insurance Company Reporting • Registration File Layout and Exchange • ARIVS Web Portal • ARIVS Web Service • Rules for Selection of Records for Non-Compliance Notices • Customer Response Processes and Compliance Rules • Letter and Compliance Data Exchange • Hosting and Security • User and Technical Support • Reports
MVS will submit the completed Requirements Document to DFA for approval. Deliverable: Finalized Requirement Document DFA will review and approve the Requirement Document.
12 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Insurance Company Reporting Guide MVS will develop the draft Insurance Company Reporting Guide and provide it to the DFA. DFA or AID will provide a list of Arkansas insurance companies and associated contacts. MVS will enhance this list using the insurance company contacts from other MVS jurisdictions. Once DFA has approved the Guide, MVS will distribute it to the insurance companies via email and using industry organizations such as IICMVA. MVS will also make the Guide available on the MVS IVS Web Portal for insurance companies. MVS also recommends that the DFA and AID distribute a communication/bulletin about the Guide and publish the Guide on their websites. Milestone: Publication of Insurance Company Reporting Guide
System Configuration and Testing
Establish MVS IVS Infrastructure - Primary Hosting Facility MVS will establish the MVS IVS technical infrastructure in the MVS IVS primary hosting facility in Dulles, Virginia. MVS will first set up the development environment on existing infrastructure so that the development team can begin modifications to MVS IVS. MVS will then set up the test and production environments on hardware configurations approved by the DFA. MVS and DFA will also select the domain names for the MVS IVS public Web Portal. MVS will make the DNS entries to point the domain names to the proper IPs. MVS will make the MVS IVS Web Portal available so that insurance companies can start registering. Milestone: MVS IVS Web Portal Available for Insurer Registration
Establish MVS IVS Infrastructure - Offsite (Disaster Recovery) The disaster recovery (DR) environment will be set up after the production environment has been set up. The MVS IVS DR environment is hosted with Amazon Web Service (AWS). The offsite DR environment is located in a geographically separate area from the primary MVS IVS hosting facility.
MVS IVS System Modifications and Unit Testing The following system modifications are considered CONFIDENTIAL
13 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
MVS IVS Testing in Development Environment • Unit Testing: All code will be unit tested to ensure that the individual unit performs the required functions and outputs the proper results and data. The standard MVS IVS Use Case set will be enhanced for use cases associated with Arkansas specific use cases. All use cases and testing results will be documented. This testing will be performed by MVS developers. • Integration Testing: The interfaces between components will be tested against the software design to ensure they meet all requirements. Integration testing will start with a sub-set of the whole system. Progressively larger groups of tested software components corresponding to elements of the architectural design will be integrated and tested until the software works as the required system. Use cases and testing results will be documented. This testing will be performed by MVS developers.
MVS IVS Testing in Test Environment Once the system has passed Unit and Integration testing in the Development environment, the software will be copied and configured in the Test environment where the completely integrated system will be tested. • Functional Testing: The system will be tested against the functional requirements and specifications to verify that the system meets all its functional requirements. Use cases and testing results will be documented. This testing will be first performed by MVS developers. Once it passes MVS developer testing, it will then be performed by MVS testers.
DFA Systems Modifications and Testing Registration Extract File Generation: DFA will develop and test the module that will generate the registration extract file for MVS. The registration file will include relevant customer and vehicle data (needed to match with insurer BOB data) for the selected set of registrations. Compliance Data Exchange, Non-Compliance Letter, and Suspension Modules: DFA will develop and test the modules that will obtain and process the letter file and compliance data from MVS IVS and clear any records for which compliance has been received. DFA will also configure/develop and test their modules that will suspend customers for whom no compliance has been received in the specified number of days after the initial notification letter was sent. DFA Payment Module: MVS IVS will use DFA Payment solution for any payment that will be required by the citizen as part of the compliance process. The MVS IVS Web Portal will update the compliance information to the DFA system in real-time and seamlessly interface with the State payment solution for the customer to make payment. DFA will configure their payment module for interfacing with MVS IVS.
Joint Data Exchange testing MVS and DFA will perform joint end-to-end testing of the data being exchanged between MVS IVS and DFA. This will include the testing of the registration extract, the notification letter file, the compliance data, and citizen payments.
14 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Insurance Company Setup and Reporting MVS will establish the email-based Helpdesk for insurers before the Insurance Company Reporting Guide is distributed to insurance companies so that MVS can immediately begin responding to insurer queries about the reporting requirements. The MVS IVS Web Portal for insurers will be moved to production so that insurers can begin registering and providing contact information. The MVS IVS FTP Server and File Processor will be moved to production and MVS will begin receiving test BOB files from insurance companies. Once insurers have successfully exchanged test BOB files with MVS IVS and complete web services testing, MVS will approve them for production. Milestone: Insurance Company Production Switchover Deadline Milestone: First Weekly Insurance Company BOB Files Due
Switchover to Production Environment MVS will move all remaining MVS IVS modules to the production environment for pre-production testing. As insurers begin submitting BOB files, MVS will begin processing the files, checking them for errors, creating return files, and inserting data into the database. Once DFA starts providing registration files, MVS will start processing the files and inserting the registration data into the MVS IVS database. MVS will begin matching registration and insurer data using MVS’ proprietary multitier soft matching algorithm to identify and flag unmatched vehicles. The MVS IVS Web Portal module for Arkansas users will also be moved to production to prepare for pre- production testing. Web Portal accounts will be created for the appropriate Arkansas DFA test users.
Pre-Production Testing (Production Environment) • Functional Testing: The pre-production system will be tested against the functional requirements and specifications to verify that the system meets all its functional requirements. This testing will be first performed by MVS Testers. Once it passes MVS Tester testing, it will be performed by State testers. MVS will provide test cases and data as requested by State. If any test cases fail, MVS will fix the issue and test case will be retested. Once all test cases pass, State will give sign-off to proceed to next phase of testing. Deliverable: Functional Testing Results • Operational Testing: This testing will cover non-functional issues such as Backup and Restoration, Disaster Recovery (on-site), Performance, Stress and Volume, Security and Penetration. This testing is first performed by MVS Testers. Once it passes MVS Tester testing, it will be performed by State testers. MVS will provide test cases and data as requested by State. If any test cases fail, MVS will fix the issue and test case will be retested. Once all test cases pass, State will give sign-off to proceed to next phase of testing. Deliverable: Operational Testing Results • Insurance Company Testing: Insurance company testing will be performed in the production environment. This includes testing both BOB files and Web Services. Insurance companies will have to submit production BOB files for testing and approval. Insurance companies will also have to make their production web services available for testing and approval. This
15 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
testing is performed by MVS Testers and results are provided to State. State testers can also perform this testing if requested by State. Deliverable: Insurance Company Testing Results • User Acceptance Testing: User Acceptance testing will be performed by the State testers and users. MVS will provide test cases to State Entities for review prior to the commencement of user acceptance testing for each insurance provider. If any test cases fail, MVS will fix the issue and test case will be retested. Once all test cases pass, State will give sign-off to proceed to next phase of testing. Deliverable: User Acceptance Testing Results • Final Acceptance Testing: Final acceptance testing will be performed by State testers to make sure that the system meets all the client and contractual requirements. If any test cases fail, MVS will fix the issue and test case will be retested. Once all test cases pass, State will give sign-off for system to move to production. Deliverable: Final Acceptance Testing Results
Update Manuals and Documentation MVS will update its internal MVS IVS system documentation to reflect the modifications made for AR. MVS will also develop user’s manuals and training material for the users identified by the State.
Disaster Recovery Plan and Testing Disaster Recovery Plan MVS will add details and make any necessary updates to the proposed Disaster Recovery Plan based on DFA feedback on the initial proposed Disaster Recovery Plan. Deliverable: Updated Disaster Recovery Plan DFA will review and approve the Disaster Recovery Plan.
Disaster Recovery Testing Disaster Recovery Testing (off-site): This testing will test the disaster recovery plan for the worst-case scenario (main hosting facility becoming completely unavailable). This testing will be first performed by MVS Testers and results will be provided to State. State testers can also perform this testing if requested by the State.
Deliverable: Disaster Recovery Testing Results DFA will review and approve the Disaster Recovery Testing Results.
Training for State Users MVS will provide training to State Users as described in the Training Plan in Section 3 of this document.
16 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Setup Customer Support Help Desk MVS will set up the customer support help desk in preparation of system going live and notices being mailed to citizens. MVS IVS internal customer support documentation will be updated and the customer service personnel will be trained on procedures specific to Arkansas. The customer support phone number and help line will be set up.
System Go-Live Once DFA has completed final acceptance testing and approved the system for production, the system will be ready to begin the verification run process. Milestone: Production ARIVS System available for Insurance Verification and Notice Generation
17 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
2.0 Testing Plan
Instructions: Provide a Testing Plan. The Testing Plan should demonstrate that the Prospective Contractor has a thorough understanding of all activities required to effectively test the proposed system. The Testing Plan should demonstrate that the Prospective Contractor has a thorough understanding of all activities required in the RFP. All content should be formatted for effective viewing. Include or attach associated artifacts as appropriate.
The following table summarizes the overall MVS Testing Plan. Environment Type of Test Testing Performed By Development Unit Testing MVS Developers Integration Testing Test Functional Testing MVS Developers and MVS Testers Regression Testing* Insurance Company Testing Production** Functional Testing MVS Testers and State Testers Operational Testing Insurance Company Acceptance Testing User Acceptance Testing Final Acceptance Testing Disaster Recovery (off-site) Disaster Recovery Testing MVS Testers and State (off-site) Testers *Regression Testing is performed after system modification/enhancements **Pre-production phase
Testing in Development Environment • Unit Testing: All code is unit tested to ensure that the individual unit performs the required functions and outputs the proper results and data. The standard MVS IVS Use Case set is enhanced for use cases associated with Arkansas specific use cases. All use cases and testing results are documented. This testing is performed by MVS developers. • Integration Testing: The interfaces between components are tested against the software design to ensure they meet all requirements. Integration testing starts with a sub-set of the whole system. Progressively larger groups of tested software components corresponding to elements of the architectural design are integrated and tested until the software works as
18 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
the required system. Use cases and testing results are documented. This testing is performed by MVS developers.
Testing in Test Environment Once the system has passed Unit and Integration testing, the software is copied and configured in the Test environment where the completely integrated system is tested. • Functional Testing: The system is tested against the functional requirements and specifications to verify that the system meets all its functional requirements. Use cases and testing results are documented. This testing is first performed by MVS developers. Once it passes MVS developer testing, it is then performed by MVS testers. • Regression Testing: Once MVS IVS has passed functional testing, if any changes are made to the system, then regression testing is done to ensure that no defects have been introduced by the changes. Regression testing is also used after system has gone live. Use cases and testing results are documented. This testing is first performed by MVS developers. Once it passes MVS developer testing, it is then performed by MVS testers. • Insurance Company Testing: As part of the approval process for insurance companies, insurance company testing is performed in the test environment. This includes testing both BOB files and Web Services. The BOB file testing includes connectivity testing, decryption testing, file format testing, and file content testing. The Web Services testing includes basic connectivity testing, message exchange testing, security testing, and web service response testing. This testing is performed by MVS Testers.
Pre-Production Testing in Production Environment Once the system has passed the testing in the Test environment, the software is copied and configured in the Production environment for pre-production testing. • Functional Testing: The pre-production system is tested against the functional requirements and specifications to verify that the system meets all its functional requirements. This testing is first performed by MVS Testers. Once it passes MVS Tester testing, it will be performed by State testers. MVS will provide test cases and data as requested by State. If any test cases fail, MVS will fix the issue and test case will be retested. Once all test cases pass, State will give sign-off to proceed to next phase of testing. • Operational Testing: This testing will cover non-functional issues such as Backup and Restoration, Disaster Recovery (on-site), Performance, Stress and Volume, Security and Penetration. This testing is first performed by MVS Testers. Once it passes MVS Tester testing, it will be performed by State testers. MVS will provide test cases and data as requested by State. If any test cases fail, MVS will fix the issue and test case will be retested. Once all test cases pass, State will give sign-off to proceed to next phase of testing. • Insurance Company Testing: Insurance company testing will be performed in the production environment. This includes testing both BOB files and Web Services. Insurance companies will have to submit production BOB files for testing and approval. Insurance companies will also have to make their production web services available for testing and approval. This testing is performed by MVS Testers and results are provided to State. State testers can also perform this testing if requested by State. • User Acceptance Testing: User Acceptance testing is performed with the State testers and users. MVS will provide test cases to State Entities for review prior to the commencement of user acceptance testing for each insurance provider. If any test cases fail, MVS will fix the issue and test case will be retested. Once all test cases pass, State will give sign-off to proceed to next phase of testing.
19 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
• Final Acceptance Testing: Final acceptance testing is performed by State testers to make sure that the system meets all the client and contractual requirements. If any test cases fail, MVS will fix the issue and test case will be retested. Once all test cases pass, State will give sign-off for system to move to production.
Disaster Recover Environment • Disaster Recovery Testing (off-site): This testing will test the disaster recovery plan for the worst-case scenario (main hosting facility becoming completely unavailable). This testing is first performed by MVS Testers and results are provided to State. State testers can also perform this testing if requested by the State.
Notes • Issue Tracking and Fixes: Once the system has been moved the Test environment, any issues will be tracked by the MVS Issue Tracking Software. The MVS Issue Tracking Software will be used by MVS technical team to document and track any issues in the system functionality and operation and to ensure that they get resolved. Once MVS IVS goes into production, if users (internal or external) discover a potential issue with the system, they contact the MVS Technical Help Desk who determines if the issue is a system defect and enters it into the Issue Tracking software. The MVS Project Manager regularly checks the reports from the Issue Tracking Software to make sure that all system issues are getting resolved in a timely manner. • MVS will give three or more weeks’ notice to the State assigned project manager prior to the commencement of testing if test data is required from the motor vehicle database. • MVS will give a minimum of fifteen days’ notice to all the authorized State test users prior to the commencement of testing.
20 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
3.0 Training Plan
Instructions: Provide a Training Plan. The Training Plan should demonstrate that the Prospective Contractor has a thorough understanding of all activities required in the RFP. All content should be formatted for effective viewing. Include or attach associated artifacts as appropriate.
MVS will provide a multi layered approach to training State Users and insurance companies. Past MVS IVS implementations and experience have created a tailored training approach that includes web-based training, self-help functions and material all available through the MVS IVS Web Portal. MVS has developed training materials for users in 11 jurisdictions. These materials will serve as a foundation during the customization of training materials for the State.
Additionally, the logical, user-friendly design of the MVS IVS Web Portal minimizes training requirements for insurance companies and State Users. MVS is currently connected to 351 of the 406 insurance companies (86%) writing business in the State. These insurance companies are already trained on MVS IVS reporting requirements and processes. MVS IVS utilizes the IICMVA standards for both web services and BOB reporting. No proprietary BOB format will be utilized.
All training materials will be available prior to go-live and available on the MVS IVS Web Portal for the life of the contract. Live web-based training will be provided to State Users and technical staff prior to go-live. The final training plan will be mutually agreed to by the State and MVS within thirty (30) days of contract award.
The MVS training approach will address two primary user groups for this implementation; Insurance Company and Agent Users, and State Users.
Insurance Company and Agent Users The following training approach will be utilized: – Implementation Guide – Insurance Company Conference Calls – Web-based Training – Frequently Asked Questions – Glossary of Terms – MVS IVS Support
Implementation Guide The MVS IVS Implementation Guide will be distributed to all insurance companies, agents, and stakeholders. The Implementation Guide provides detailed information on reporting requirements, file structure, insurance company and agent registration, reporting by smaller insurers, accessing help functions, and available reports. The Implementation Guide also details the non-compliance letter process. The guide will be posted on the MVS IVS website for the life of the contract. MVS IVS system has been implemented in 11 States using our training methods
21 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans with 86% of insurance companies already familiar with MVS IVS reporting requirements. The MVS IVS help desk is available to provide additional support as required. The screen shot below is taken from the Rhode Island Implementation Guide. The following screenshot is CONFIDENTIAL.
22 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Insurance Company Conference Calls The MVS technical team will conduct conference calls with each insurance company following registration through the MVS IVS Web Portal. Insurer conference calls are used to discuss reporting requirements, timelines, system functionality, and answer any questions insurance companies may have. SFTP and web service credentials as well as PGP keys are also exchanged during this call.
Web-based Training MVS will create and maintain a web-based training library for the life of the contract. The narrated videos included in the library will demonstrate how to complete many tasks and transactions using the MVS IVS Web Portal. Examples of such videos include: Forgot Password, Submitting Compliance Information, Changing Company Contact Info, and Creating Sub Users. MVS will develop and maintain a web-based training library for Insurance Companies and Agent Users. The screen shots below are taken from the South Carolina ALIR website. The following screenshot is CONFIDENTIAL.
23 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Frequently Asked Questions In addition to the Implementation Guide and Web-based training, MVS will create and maintain a Frequently Asked Questions (FAQs) section specifically for Insurance Company and Agent Users. FAQs will be available to users through the MVS IVS Web Portal. This section will include frequently asked questions submitted by insurance companies and agents in other jurisdictions. Throughout implementation and go-live MVS will update FAQs based on feedback from insurers and agents. The screen shot below is taken from the South Carolina ALIR website and is just a small portion of the questions. The following screenshot is CONFIDENTIAL.
Glossary of Terms The MVS IVS Web Portal will include a definition of terms used in the Implementation Guide and FAQs under the Help section. The Glossary of Terms will be posted in alphabetical order
24 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans and will be reviewed regularly for needed updates and additions. The screen shot below is taken from the South Carolina ALIR website. The following screenshot is CONFIDENTIAL.
MVS IVS Support MVS staffs a centralized Contact Center where support staff handle emails and calls from insurance company and Agent Users. Anytime a user has a question or concern that is not addressed in the materials and web-based training available we expect them to reach out to the MVS Contact Center for assistance. A Contact Link is provided on the MVS IVS Web Portal. A screenshot of the Rhode Island Contact Us page available through the MVS IVS Web Portal is provided below. The following screenshot is CONFIDENTIAL.
25 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
State Users The following training approach will be utilized: – User Manual – Web-based Training – Frequently Asked Questions – MVS IVS Support
User Manual A detailed MVS IVS User Manual will be provided for State Users. The User Manual will cover all functions available through the MVS IVS Web Portal by user group and role type. MVS will create and maintain this User Manual for the life of the contract and it will be available to State Users when they are logged into the IVS Web Portal for security purposes. The User Manual describes in detail all reports available on the IVS Web Portal, user roles and responsibilities, who is responsible for creating user accounts, how to update self-insured policies, and how to provide compliance information through the MVS IVS Web Portal. MVS has created User Manuals for all past implementations and tailors the manual specifically to the State. The screenshots below are taken from the Alaska User Manual. These screenshots are considered CONFIDENTIAL.
26 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
27 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Web-based Training As mutually agreed by MVS and the State, MVS will administer live web-based training to State system users and technical personnel. Live web-based training will be conducted using WebEx and cover the functionality agreed to by the State and MVS for live web-based training. MVS will create and maintain a web-based library specifically for State Users for the life of the contract. The narrated videos included in the library will demonstrate how to complete many tasks and transactions through the MVS IVS Web Portal. Examples include How to Create a User Account, Submitting Compliance Information and Forgot Password. The screen shot below is taken from the South Carolina ALIR website.
28 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Help - For Insurance Companies
Help - For Insurance Agents and Agencies
Help - For Citizens
Contact SC ALIR
Video Instruction s For92! password Creating sub users Processing FR4/FR31 Processing FR10 Cha09e compjlfty: contact info
Frequently Asked Questions In addition to the User Guide and web-based training, MVS will create and maintain a Frequently Asked Questions (FAQs) section specifically for State Users. FAQs will be available to users through the MVS IVS Web Portal. This section will include frequently asked questions submitted by State Users in other jurisdictions as well as Questions and Answers that are specific to the State program. Throughout implementation and go-live MVS will update FAQs base on feedback from State Users.
MVS IVS Support The MVS Contact Center will be available to State Users Monday – Friday, 7:00 AM CT – 7:00 PM CT excluding State Holidays. A tollfree phone number and email address will be provided for State system user support. Senior MVS Contact Center agents will be utilized to provide basic State User support for the MVS IVS Web Portal and issues or questions related to the non-compliance letters. MVS agents are extensively trained to provide the appropriate service based upon the State’s requirements and MVS IVS system functionality. The MVS IVS Contact Center is available to State Users any time a question or concern is not addressed in the support materials and tools available through the MVS IVS Web Portal. There is a Contact link on all MVS IVS Web Portals. Below is a screen shot of the Rhode Island Contact Us page.
29 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Click .!:ie..!Q....Qru to send e·~ " ~-r.,; please use the RIIVS Help Desk email address: support@r iivs.com
To Contact the RIIVS Help Desk via phone, please dial 855· 744·8722, Monday thru Friday 9am+5pm Eastern.
I nsurance Companies If you have a question or comment , please contact the RIIVS helpdesk using the above email. Make sure you provide as much of the folloing information as possible,
Company Name NAIC Number Your Name Your Phone Number
30 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
4.0 Disaster Recovery and Business Continuity Plan
Instructions: Provide a Disaster Recovery and Business Continuity Plan. The Disaster Recovery and Business Continuity Plan should demonstrate that the Prospective Contractor has a thorough understanding of all activities required in the RFP. All content should be formatted for effective viewing. Include or attach associated artifacts as appropriate.
Plan Objective The goals of the MVS IVS Disaster Recovery and Business Continuity Plan are: • To minimize interruptions to the normal operations. • To limit the extent of disruption and damage. • To establish alternative means of operation in advance. • To train personnel with emergency procedures. • To provide for smooth and rapid restoration of service.
The overall objective of the MVS IVS Disaster Recovery Plan is recovery of the system and all data up to the moment of the disaster and successfully resume functioning within twenty-four (24) hours of any disaster
Situations Covered By Plan The MVS IVS Disaster Recovery and Business Continuity Plan covers both natural disasters such as earthquakes and floods and man-made disasters such as terrorism and nuclear accidents. Since certain disasters (such as one resulting in electrical outage) may result in only part of the MVS IVS infrastructure becoming unavailable, the plan includes any disaster or event that makes the complete MVS IVS system or part of the system unavailable the following is a list of the types of events covered by the plan. • One of the production Web-Application Servers becomes unavailable. • The Primary Production Database Servers becomes unavailable. • Database gets corrupted. • One of the hosting facility’s Internet Service Providers becomes unavailable. • One of the network paths in the MVS IVS hosting facility becomes unavailable. • Power to the MVS IVS hosting facility becomes unavailable. • The Primary hosting facility becomes unavailable due to a disaster
Plan Considerations
• RPO (recovery point objective): RPO refers to the specific point in time to which data can be restored. While MVS plan aims for no loss of data, for the worst-case disaster scenario, the initial system rebuild may have to use the latest offsite backup. However, once the system is up and running at the DR site, the latest set of BOB files and the latest registration extract from DFA will allow to completely rebuild the insurance verification database.
31 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
• RTO (recovery time objective): RTO is the target time for systems to be back up and running following a disaster. The RTO for MVS IVS is 24 hours. • Automatic or manual failover: MVS uses automated failover for the web application server and manual failover for the database server. For the worst-case disaster scenario, manual processes are required to switch MVS IVS to the offsite DR environment. • Security: MVS uses encrypted backups and secure transmittals of backups so that security is not compromised during DR events.
Data Back-up Procedures • The MVS IVS database will be fully backed up every day and the transaction log will be backed up every five minutes. • The MVS IVS Web-Application servers will be backed up every day. All relevant data files including files received from insurance companies will be a part of the daily back up. • Backups will be stored onsite for ready access and rotated to offsite storage at the Disaster Recovery site on a regular basis. • The offsite (Disaster Recovery) backup will include a weekly cycle providing a full backup of system information that reflects all project components, configurations, and data at the completion of that week’s cycle. This backup job will run on Sundays. In addition, a daily backup to the offsite location can be performed based on DFA’s preference. • An electronic report of the daily backups will be generated automatically and emailed to MVS technical team. This electronic report can also be provided to the State Project Manager and other State personnel based on DFA’s requirements.
Measures and Recovery Procedures The MVS continuity of operations and disaster recovery strategy can be classified into three types of measures: preventive, detective, and corrective measures. These measures are described below. Preventive measures - These controls are aimed at preventing an event from occurring. MVS IVS has been designed to provide maximum availability without any single point of failure. The MVS IVS hosting service provides a comprehensive high-performance network solution for the MVS IVS environment. MVS IVS has the following preventive measures in place: • Two production Web-Application Servers that will be hardware load-balanced. If a web server fails, the other server will run the IVS Web Portal and application. • Two production Database Servers – a Primary and a Secondary. In case of failure of the Primary Database server, the application will switch to the Secondary database server. • Multiple Internet services providers • Diverse carrier entrances • Dual network paths within the facility • Internet connectivity that has been secured using industry-leading practices • Secure active firewall management • Two firewalls – an external firewall for the whole system and an internal firewall to provide additional security for the MVS IVS database servers • Juniper firewalls that provide fine-grained access control that identifies, mitigates, and fully reports on the most sophisticated security threats • The firewalls are configured so that everything is denied or disabled by default and only those ports and protocols that are required for MVS IVS functionality are enabled
32 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
• Daily updates with most current virus software • Daily updates with most current OS patches • Physical control to the hosting facility is controlled and very limited • Facility alarm systems including video/audio surveillance • Uninterrupted power via line, generator, and redundant (N+1) UPS/distribution system • Continuous cooling via redundant (N+1) chilled water system
Detective measures - These controls are aimed at detecting or discovering unwanted events. Examples of detective measures in place for MVS IVS are listed below. • An Intrusion Detection System • Ongoing review of network intrusion events • Ongoing review of system security events • Monitoring of system performance (CPU etc.) Automated emails/texts sent when system performance parameters go beyond specified limits. For example, when CPU usage goes above 90% • Monitoring of disk space • Monitoring of application performance. For example, the response time for Insurance Verification queries is monitored. • Review of backup performance • Review of daily jobs • Fire detection/suppression systems
Corrective measures - These controls are aimed at correcting or restoring the system after disaster or event. In the case of any event causing any system/network component to become unavailable, the backup component is used to provide continued availability. Some of the possible system incidents and the corresponding corrective measures are listed below. • Event: One of the production Web-Application Servers becomes unavailable. o Immediate Action: The other server will run the IVS Web Portal and application. o Corrective Measure: The server issue will be resolved and server will be put back into the production environment. • Event: The Primary Production Database Servers becomes unavailable. o Immediate Action: The application will switch to the Secondary database server. o Corrective Measure: The server issue will be resolved, and server will be put back into the production environment. • Event: Database gets corrupted. o Immediate Corrective Action: Databases are backed up every day and transaction logs are backed up every 5 minutes. The last full backup, the transaction log backups, and the current log will be used to rebuild the database to a point before it was corrupted and it will be put into production. • Event: One of the hosting facility’s Internet Service Providers becomes unavailable. o Immediate Action: The other two Internet services providers will provide Internet connectivity. o Corrective Action: The failing Internet Service will be restored. • Event: One of the network paths in the MVS IVS hosting facility becomes unavailable. o Immediate Action: The facility has dual network paths within the facility. The other path will provide connectivity. o Corrective Action: The failing network component will be repaired/replaced.
33 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
• Event: Power to the MVS IVS hosting facility becomes unavailable. o Immediate Action: Facility has uninterrupted power via line, generator, and redundant (N+1) UPS/distribution system. The backup power systems will provide power. o Corrective Action: Power to the facility will be restored. • Event: The Primary hosting facility becomes unavailable due to a disaster o Immediate Action: MVS will try to determine when the primary hosting facility might become available. MVS, along with DFA, will decide whether to wait for the primary hosting facility to become available or switch to the offsite hosting facility. o Corrective Action: MVS will restore the latest offsite backup to the database of the MVS IVS installation at the offsite hosting facility. MVS will activate the MVS IVS website, FTP server, and other processing modules at the offsite hosting facility. Once the MVS IVS instance at the offsite hosting facility is running with latest data backup, MVS will make DNS changes to point the MVS IVS interfaces (website and FTP site) to the IP addresses belonging to the offsite facility.
Worst Case Disaster Scenario The worst-case disaster scenario is when the MVS primary hosting facility becomes completely unavailable. This could be due to a natural or man-made disaster. MVS hosting facility has been carefully selected to minimize the probability of this scenario. Some of the features of MVS hosting facility which makes complete unavailability highly unlikely are: • The MVS IVS Hosting facility was constructed and is maintained to a DoD-classification SCIF-level. The hosting facility’s managed infrastructure services are fully-compliant with FISMA, NISPOM, DITSCAP/DIACAP and other government mandates. The MVS IVS hosting facility hosts several critical federal government systems. • The MVS IVS hosting facility has multiple connections to the Internet. If one goes down, the connection to the Internet will not be broken. • The MVS IVS hosting facility maintains multiple service providers, diverse carrier entrances, and dual network paths within the facility to provide maximum availability. If any network component fails, the network automatically switches to the secondary component. • The MVS IVS hosting facility’s power and cooling systems are highly redundant with N+1 components for all key functions. • Physical control to the hosting facility is controlled and very limited • Facility alarm systems including video/audio surveillance • The MVS IVS hosting facility is located in the Dulles Technology Corridor in Loudoun County, VA. As much as 70% of the world's Internet traffic travelled through data centers in the corridor. Many large technology companies have selected this region because it is one of the safest in the US in terms of natural disasters.
However, disasters can happen and MVS has carefully planned for the worst-case scenario. MVS planning for this scenario includes the following.
34 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
• MVS has an Offsite Disaster Recovery (DR) Environment which is hosted with Amazon Web Service (AWS). The offsite DR environment is located in a geographical separate area from the primary MVS IVS hosting facility. MVS has the ability to change the geographical location of the Offsite DR environment based on State preferences. • The offsite disaster recovery environment will have separate Web-Application and Database servers. The latest database backup will be copied to the DR site at least weekly or more frequently based on State requirements. The latest version of MVS IVS application will be updated on the DR environment every week and immediately after any major release. • As part of the testing and certification process with insurance companies, the IP addresses associated with the DR environment are communicated to the insurance companies so that they are added to the systems and firewalls of insurance companies. The DR testing also includes BOB and Web Service testing with insurance companies.
Examples of How System will Be Restored in Worst Case Disaster Scenario • Example 1: Primary hosting facility completely unavailable, data backups from primary hosting facility’s backup system are available. In this case, the following steps will be followed: o The backups will be transferred from primary hosting facility’s backup environment to the DR site. o The backups will be restored in the DR database server. o DNS changes will be made to switch MVS IVS websites, web services, and FTP sites to the DR environment. o The MVS IVS application in the DR environment will be activated. o The MVS IVS application will be tested to ensure that all system functions are available. Any unavailable system functions will be fixed. o Performance of MVS IVS at the DR will be monitored. More servers and/or capacity will be added if needed. Since the DR environment is hosted on the cloud with AWS, addition of virtual machines (EC2s) can be done fairly quickly. • Example 2: Primary hosting facility completely unavailable, data backups from primary hosting facility’s backup system are also unavailable. In this case, the following steps will be followed: o The latest backups in the DR site will be restored in the DR database server. o DNS changes will be made to switch MVS IVS websites, web services, and FTP sites to the DR environment. o Insurance companies will be asked to report latest BOB files as soon as possible. These latest BOB files will be processed immediately. Latest registration extract will be obtained from DFA and processed by MVS IVS. o The MVS IVS application in the DR environment will be activated. o The MVS IVS application will be tested to ensure that all system functions are available. Any unavailable system functions will be fixed.
35 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
o Performance of MVS IVS at the DR will be monitored. More servers and/or capacity will be added if needed. Since the DR environment is hosted on the cloud with AWS, addition of virtual machines (EC2s) can be done fairly quickly.
Disaster Recovery – Roles and Communication The communication process followed during a DR event and the corresponding roles are described below. • Incident Reporting: A system/function unavailability incident can be detected by the MVS team, State personnel, insurance companies, or others. If an incident is detected, the MVS Help Desk team will be informed immediately. • Incident Logging: The MVS Help Desk team will create a ticket and assign it to the MVS Technical Team which will start investigating the incident. If the system has become unavailable, then State management will be informed immediately and an Immediate Response Team consisting of the appropriate MVS Technical Team personnel will be created. • Incident Classification: The Immediate Response Team will investigate the incident to find the reason for system/function unavailability. If the incident is determined due to a disaster, then a disaster classification will be assigned. Disaster classification is based on the component(s) of the system that have failed. • Incident Communication: Once the incident has been assigned a disaster classification, information about the incident and the plan for corrective action will be communicated to the State management immediately. • Restoring Availability: Availability will be restored using the Immediate and Corrective Action associated with the classification of the disaster event. The main types of events and corrective actions are listed in the previous section under Corrective Measures. • Response Notification: The Immediate Response team will notify concerned parties including the State about the response. Additional notification steps may be taken based on the type of disaster and the steps being taken to restore availability. • Documentation: The Immediate Response team will document all relevant facts and logs. • Post Incident Review –The MVS Project Manager will conduct a post incident review to determine if any improvement in processes or technologies could have helped avoid the disaster and if any improvements can be made to the disaster recovery processes and plans.
Testing of the Disaster Recovery Plans • The Disaster Recovery Plan will be tested by doing a complete fail-over test during the final testing stage of the implementation. This testing is described under the sub- heading Pre-Production Disaster Recovery Testing below. • The Disaster Recovery Plan will also be tested on an annual basis. This testing is described under the sub-heading Annual Disaster Recovery Testing below. • Testing will be coordinated between MVS and DFA OIS Risk Management Office. • Any changes made to the production environment will be replicated in the Disaster Recovery environment and will be verifiable by testing.
36 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
• The State shall have the ability to request the MVS completely fail over all test/production systems to the Disaster Recovery systems without advance notice to MVS.
Pre-Production Disaster Recovery Testing The Disaster Recovery Plan will be tested in the Test Environment before the system goes live. Since the test environment only has one web-application and one database server, production web-application and production database server will be activated to play the role of the failover/backup server. All disaster scenarios that can be simulated will be tested. At a minimum, the following events will be tested: • Event: One of the Web-Application Servers becomes unavailable. o This will be simulated by turning off one of the Test Web-Application server. • Event: The Primary Database Servers becomes unavailable. o This will be simulated by turning off one of the Primary Database servers. • Event: Database gets corrupted. o This will be simulated by stopping the SQL Server service on the test Database server. o Corrective Action: The latest full database backup and transaction logs up to the point of simulated corruption will be used to restore the database. • Event: The whole hosting facility becomes unavailable due to a disaster (Worst Case Disaster Scenario) o This will be simulated by shutting down all the test servers. o Corrective Action: The application will be switched to the offsite DR environment.
Annual Disaster Recovery Testing The Disaster Recovery Plan will also be tested annually. The testing will take place at a time when system unavailability during the testing period is permitted by the State. Appropriate communication as required by the State will be sent prior to the testing. At a minimum, the following events will be tested: • Event: One of the Web-Application Servers becomes unavailable. o This will be simulated by turning off the production Web-Application servers. One server will be turned off at one time – and the application will be switched to the other server. • Event: The Primary Database Servers becomes unavailable. o This will be simulated by turning off one of the primary database server. The application will be switched to the backup database server. • Event: Database gets corrupted. o This will be simulated by stopping the SQL Server service on the primary database server. o Corrective Action: The latest full database backup and transaction logs up to the point of simulated corruption will be used to restore the database. • Event: The whole hosting facility becomes unavailable due to a disaster (Worst Case Disaster Scenario) o This will be simulated by shutting down all the production servers. o Corrective Action: The application will be switched to the offsite DR environment.
37 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Procedure for Deactivating the Disaster Recovery Plan The procedure for deactivating the DR plan depend on the type of disaster event and the availability of the primary MVS IVS hosting facility. Once the disaster has passed and operations have fully resumed at the primary MVS IVS hosting facility, the MVS project manager and MVS Incident Response Team will come up with a plan for deactivating the DR plan and switching the system back to the primary MVS IVS hosting facility. The plan details are based on the availability of resources – for example, are the servers still available or do new servers have to be procured. Once MVS comes up with a deactivation plan, it will be supplied to the State Project Manager for approval. Once approved, the deactivation plan will be put into place and MVS IVS will be switched back to the primary hosting facility.
End of Contract Transition Plan At the end of contract, all state-owned data will be provided to the DFA in a format acceptable to the DFA. After MVS has provided the data to DFA, MVS will delete the data and destroy all accompanying documentation.
38 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
5.0 Data Security Plan
Instructions: Provide a Data Security Plan. The Sample Security Plan should demonstrate that the Prospective Contractor has a thorough understanding of all activities required in the RFP. All content should be formatted for effective viewing. Include or attach associated artifacts as appropriate.
The MVS IVS Data Security Plan is provided below. After contract award and kickoff meetings, MVS will make any necessary changes to the plan and provide it to DFA for approval. For security purposes, the following Security Plan is considered CONFIDENTIAL.
39 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
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47 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
6.0 Maintenance Plan
Instructions: Provide a Maintenance Plan. The Sample Maintenance Plan should demonstrate that the Prospective Contractor has a thorough understanding of all activities required in the RFP. All content should be formatted for effective viewing. Include or attach associated artifacts as appropriate.
Below is the summary of the Maintenance Plan. A detailed Maintenance and Quality Assurance Plan will be provided to the State 30 days prior to go-live or earlier if requested by the State.
Maintenance Plan Objective MVS IVS shall be available 99.5% of the time each month, excluding scheduled down-times agreed to by the Contract Monitor.
Maintenance Windows Maintenance is performed during the following maintenance windows: • Nightly maintenance window for urgent updates • Weekly maintenance window for regular updates. These windows are usually on a Saturday night. • Quarterly/Service Pack maintenance window. This window is used for non-urgent updates and upgrades included in Service Packs. The Service Packs may be applied quarterly or as needed. • Adhoc Maintenance window: This is used for any urgent maintenance. All non-emergency maintenance will be implemented outside of normal system operating hours during time windows approved by DFA so as to minimize disruptions to system operations.
Maintenance Categories MVS IVS undergoes the following types of Maintenance • Preventive Maintenance • Corrective Maintenance • Upgrades/Enhancements • Service Packs
Preventive Maintenance Preventive maintenance consists of the following: • Operating System Updates: OS (Windows Server) updates are made as soon as they become available. These updates are made during the nightly maintenance windows or the weekly maintenance window – depending upon the importance of the update. • Virus Software Updates: These updates are made automatically as soon as they are made available. • COTS Software Update: COTS software used by MVS IVS (such as WS FTP Server) are updated as part of quarterly system upgrades. However, if the COTS software is being upgraded because of security issues, the COTS software is updated as soon as feasible – usually in the next maintenance update window.
48 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
• Hardware maintenance/updates: Although hardware maintenance is rarely required, its timing is based on how critical the maintenance is. It is typically schedule during the weekly maintenance window.
Corrective Maintenance Corrective Maintenance is performed to fix any defects in the system. The timing of the maintenance depends upon the severity of the bug. The severity classification and the corresponding maintenance timings are provided below. • Critical (S1): The defect affects critical functionality. Once the reason for the defect has been identified, the corresponding maintenance is performed as soon as possible. • Major (S2): The defect affects functionality, but it has a workaround or does not impact the primary MVS IVS functions. Once the reason for the defect has been identified, the corresponding maintenance is performed during the next nightly window. • Minor: The defect affects minor functionality and has an easy workaround. Once the reason for the defect has been identified, the corresponding maintenance is performed during the next weekly window. • Trivial: The defect does not affect functionality. For example: Layout discrepancies, spelling/grammatical errors. These are fixed either in the next weekly window or made a part of the next Service Pack.
Upgrades/Enhancements Upgrades/enhancements are not to fix system defects but to provide additional/enhanced functionality. Theses may be due to change in State requirements, legislative changes, new/better technologies, etc.
All system upgrades will be accompanied by a System Upgrade Plan which will includes timeline, milestones, and responsibilities. Adequate testing (including regression testing) will be completed prior to implementation. MVS will notify and provide the System Upgrade Plan to the DFA Designee upon request in the timeframe and manner specified by the Contract Monitor. All maintenance or updates to MVS IVS that require scheduled down-time will be performed during the scheduled times, with fourteen (14) calendar day written notice being provided to the Contract Monitor and will only commence after the Contract Monitor’s approval of the requested timeline in the System Upgrade Plan.
Legislative Updates: MVS will provide any software and/or hardware changes and/or updates to implement Federal or State legislative required changes during the contract period. Changes and/or updates will comply with State or Federal implementation deadlines.
Service Packs Service Packs consist of: • A packaged set of repaired defects • Enhancements to the existing system • New Software components
The following processes will be followed for Service Packs. • MVS will provide Service Packs for MVS IVS on an as needed basis. They would be released on a quarterly schedule but may be done more or less frequently as needed. • MVS will notify DFA’s CIO or their designee in writing of all upcoming service packs and software patches at least sixty (60) days prior to their release.
49 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
• MVS will provide and install all service packs in a timeframe that is approved by DFA. • MVS will ensure that each service pack includes documentation that identifies affected software components and classifies the service pack item as either: o Low impact – software component is backward compatible o Medium impact – software component is backward compatible; configuration, testing, or documentation changes may be required o High impact – software component requires either new database structures, data fixes, or recompilation of site-specific components; existing business processes may be impacted • MVS will provide the service pack documentation to DFA at the time installation of the service pack is scheduled. • MVS will test all service packs and the results must be approved by DFA prior to completion.
Documentation: MVS will update system documentation (including help files and configuration documents) that is impacted by any upgrade, service pack, or maintenance. New/updated versions will be provided to the State Project Manager (DFA Office of Motor Vehicle and Office of Driver Services Administrator).
50 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
7.0 Ongoing User and Technical Support Plan
Instructions: Provide an Ongoing User and Technical Support Plan. The Sample Ongoing User and Technical Support Plan should demonstrate that the Prospective Contractor has a thorough understanding of all activities required in the RFP. All content should be formatted for effective viewing. Include or attach associated artifacts as appropriate.
The MVS Contact Center currently provides technical and user support for the following jurisdictions: AK, CT, DC, IL, LA, MT, OK, SC, RI and WY. Support is available to State technical personnel, system users, citizens, insurance companies, and insurance agents. MVS will utilize its existing Contact Center to resolve issues related to the AR insurance verification program and additional call center personnel will be added as required. All MVS IVS support personnel are English speaking, located in the US, knowledgeable and professional.
MVS IVS User and Technical Support Plan: – Contact Center Overview – Telecommunications System – Preparation of Infrastructure and Resources – Support Hours – Insurance Company and Agent Support – Emergency and State User Support – Citizen Support – Escalation Process – Self-Help – Issue Tracking Software – Automated Alerts
Contact Center Overview The following paragraph is considered CONFIDENTIAL
The MVS Contact Center is designed to provide system users and customers with knowledgeable and efficient support. The Contact Center consistently exceeds expectations through highly knowledgeable, courteous, and professional customer interactions. MVS agents are extensively trained to provide the appropriate service based upon the State’s requirements and MVS IVS system functionality. The MVS agents that will be used to support AR are already trained and have years of experience providing the same services to other jurisdictions.
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Additional staff will be added and trained to handle increased call volumes as needed. MVS call center management and supervisory staff have numerous years of DMV and Financial Responsibility experience providing excellent backup for any questions that may require escalation.
Telecommunications System The following MVS Contact Center Information is considered CONFIDENTIAL
52 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Preparation Infrastructure and Resources MVS will begin preparing the MVS Contact Center located in Blythewood, South Carolina to handle calls related to the AR Insurance Verification Program. MVS will configure the infrastructure and prepare resources to support AR. A separate toll-free call-in number and a corresponding 24/7/365 interactive voice response system (IVR) will be established within the existing MVS telecommunications system. An email address and electronic fax service will also be set up for AR. The MVS knowledgebase and training aids will also be updated to reflect processes and procedures specific to AR. MVS agents are extensively trained to provide the appropriate service based upon the State’s requirements and MVS IVS system functionality. The agents that will be used to support AR are already trained and have years of experience providing the same services to other States. These Agents will be cross trained and additional staff added as necessary to expand support to the State of Arkansas. The MVS IVS Web Portal is the cornerstone of MVS IVS. This Web Portal is available to insurance companies, State agencies, general public, and the MVS IVS Contact Center. Through the Web Portal the general public can access self-help functions, general information related to the program, specific information related to their notice, and provide a response. By entering the notice reference number, the citizen can provide a response indicating the vehicle is insured, seasonal use, commercially insured, vehicle sold, or VIN error. The Web Portal is also available to the MVS Contact Center agents. Through the Contact Center function in the Web Portal, MVS agents can access reports, view insurance and registration data, update insurance records and compliance information, access notices sent to customers, and record information related to the customer contact. Information such as the caller name, telephone
53 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans number, call issue and resolution can be recorded. Additionally, customer escalations can be recorded in the MVS IVS and made available to the State along with customer contact information. The escalated call information can be accessed by the State using the MVS IVS Web Portal.
Support Hours MVS will provide a 24/7/365 technical support to AR State personnel for MV IVS emergency issues. The MVS Contact Center will be available to State system users, insurance companies and agents, and Citizens Monday – Friday, 7:00 AM CT – 7:00 PM CT excluding State Holidays.
Insurance Company and Agent Support The MVS IVS Contact Center is available to insurance company and Agent Users to address issues related to insurance data submissions, Web Portal access, non-compliance letters, reported technical problems and managing changes and updates to trading partner networks and applications. The MVS IVS Contact Center will be responsible for all insurance company communications in order to begin the registration and testing process. MVS will handle all web service and FTP communications with insurance carriers. The MVS IVS technical team will provide all support and maintenance for insurance company file transfers, web services, and MVS IVS system components. In the event of a data discrepancy, MVS personnel will contact the insurance company to resolve the issue. MVS offers both phone and email-based support, but experience indicates that email-based help desks are more effective for insurance companies and agents so that the inquiries can be addressed by the MVS IVS technical programmers. Based upon historical data from the jurisdictions that are currently supported, once MVS IVS is in production, an average of 25-50 inquiries are received daily for each jurisdiction. Tracking tickets are created and managed for technical issues. Automated monitoring tools are used provided by MVS IVS which automatically send notifications to the MVS technical team and insurers if certain requirements are met (web service unavailable, rejected BOB files, etc.). MVS will also provide support to insurance companies and agents for non-compliance letters.
Emergency and State User Support MVS will provide a 24/7/365 technical support to State personnel for MV IVS emergency issues. An emergency support email address and toll-free number will be provided for emergency support. The existing MVS IVS 24/7/365 technical support staff and process will be utilized. 24/7/365 MVS IVS emergency support is currently in place for ten (10) other Jurisdictions. The MVS Contact Center will be available to State Users Monday – Friday, 7:00 AM CT – 7:00 PM CT excluding State Holidays. A tollfree phone number and email address will be provided for State system user support. Senior MVS Contact Center agents will be utilized to provide basic State User support for the MVS IVS Web Portal and issues and questions related to the non-compliance letters. MVS agents are extensively trained to provide the appropriate service based upon the State’s requirements and MVS IVS system functionality. The MVS IVS technical team will provide all support and maintenance for State integration points, system functionality,
54 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans and MVS IVS system issues. The MVS personnel that will be used to support the State are already trained and have years of experience providing the same services to other jurisdictions. Tracking tickets are created and managed for all technical issues. The MVS IVS Issue Tracking Software will be used by MVS and State technical teams to document and track any issues in the system functionality and to ensure that they get resolved. Automated monitoring tools are used provided by MVS IVS which automatically send notifications to the MVS technical and State teams.
Citizen Support The MVS Contact Center will be available to Citizens Monday – Friday, 7:00 AM CT – 7:00 PM CT excluding State Holidays. A tollfree phone number and email address will be provided for Citizen support. The MVS agents that will be used to support citizens are already trained and have years of experience providing the same services to other jurisdictions. MVS contact center management and supervisory staff have numerous years of DMV and Financial Responsibility experience providing excellent backup for any questions that may require escalation. The MVS Contact Center is designed to provide citizens with knowledgeable and efficient support. The Contact Center consistently exceeds expectations through highly knowledgeable, courteous, and professional customer interactions. MVS agents are extensively trained to provide the appropriate service based upon the State’s requirements and MVS IVS system functionality. The MVS agents that will be used to support are already trained and have years of experience providing the same services to other jurisdictions. Additional agents will be hired and trained to handle the higher call volumes related to the State non-compliance letters. MVS call center management and supervisory staff have numerous years of DMV, non-compliance, and Financial Responsibility experience providing excellent backup for any questions that may require escalation. An electronic fax service is used by the MVS Contact Center which makes the electronic document available to agents. The MVS IVS Web Portal will be utilized by MVS Contact Center agents to track customer contacts, and update and clear suspension records in real-time. Customer calls and correspondence can also be tracked in the MVS IVS Web Portal. The following screenshot shows the Web Portal used MVS Contact Center users to clear RI records in real-time. The following screenshot is considered CONFIDENTIAL.
55 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
56 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
The following table summarizes MVS Contact Center Agent experience. This table lists available MVS agents that have experience providing MVS IVS and non-compliance support.
The following table is considered CONFIDENTIAL
Escalation Process If an MVS Contact Center agent receives an escalated call they will first attempt to diffuse the situation themselves. All escalated calls are documented and flagged in the MVS IVS Web Portal. If the agent is not successful in diffusing the customer the next step will be to transfer the customer to the Contact Center Supervisor. The Contact Center Supervisor will then try to resolve the situation. The supervisor will update the ticket in the MVS IVS Web Portal. If the Call Center Supervisor is not successful in diffusing the customer, they will then escalate the call to the Contact Center Manager. If the Contact Center Manager is not able to resolve the issue internally, they will update the ticket through the Web Portal for escalation to a DFA representative. The Web Portal ticket will contain details of the issue, issue date and time, vehicle information, customer name and description of why the issue is being escalated to assign a DFA representative to contact the customer.
Self-Help The Web Portal will also have several self-help and support features, providing Guides, answers to Frequently Asked Questions, and information on the insurance verification process and
57 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans mandatory insurance laws/requirements for citizens, insurers, agents, and State users. A full video library is also provided covering Web Portal functionality. The following screenshot shows a self-help video for adding an insurance company to an insurance agent Web Portal account. This screenshot is considered CONFIDENTIAL.
Issue Tracking Software The MVS IVS Issue Tracking Software will be used by MVS and State technical teams to document and track any issues in the system functionality and to ensure that they get resolved. If users (internal or external) discover a potential issue with the system, the potential issue is entered into the MVS IVS Issue Tracking software. The Project Manager regularly checks the reports from the MVS IVS Issue Tracking Software to make sure that all system issues are getting resolved in a timely manner. The MVS IVS Issue Tracking Software will be available to select State Users through the MVS IVS Web Portal. Issues can be identified has High, Medium or Low. MVS and the State will determine the process, priority levels, and designate State personnel that will have to the MVS IVS Issue Tracking Software.
A screen shot of the MVS IVS Issue Tracking Software is provided below. The following screenshot(s) is considered CONFIDENTIAL.
58 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-6 – Plans
Automated Alerts With thousands of users and several jurisdiction systems connecting to MVS IVS implementations, it is important that MVS IVS remains available and any errors are detected and resolved immediately. MVS uses several innovative routines to monitor MVS IVS, ensuring that the system is responding correctly and within the specified response time requirements. MVS IVS currently deploys more than 100 different automated monitoring tools. If these routines detect any issue with MVS IVS, automated emails and texts are sent to the MVS IVS support team who immediately respond to resolve the issue. In addition to monitoring MVS IVS, MVS also uses routines to monitor insurance company web services so that MVS learns about insurance company web services unavailability in a timely manner and contact the insurance company to get the issue resolved.
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Template T-7
RFP Response Checklist
RFP #: SP-18-0132
State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-7 – RFP Response Checklist
Table of Contents
1.0 Prospective Contractor Response Checklist ...... 1 2.0 Prospective Contractor Attachments ...... 2 3.0 Exceptions ...... 3
List of Tables Table 1. Prospective Contractor General Requirements ...... 1 Table 2. Prospective Contractor Package 1 Checklist ...... 1 Table 3. Prospective Contractor Package 2 Checklist ...... 2 Table 4. Prospective Contractor General Requirements ...... 2 Table 5. Prospective Contractor Attachment Checklist ...... 2
i State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-7 – RFP Response Checklist
1.0 Prospective Contractor Response Checklist The Prospective Contractor should complete the following Tables to verify that all the RFP response requirements have been completed as instructed. The Prospective Contractor should provide specific references to Proposal locations (e.g., section and page numbers) for each Template included. During the evaluation process, OSP will perform an initial review of the Proposals to confirm these are included. If the items identified in this checklist are not included, the Proposal may be rejected. Instructions: Complete the following Table. Do not change any of the completed cells. Any changes to the completed cells could lead to the rejection of the Proposal.
Table 1. Prospective Contractor General Requirements COMPLETED AND PROPOSAL RESPONSE ITEM PROVIDED AS INSTRUCTED? Prospective Contractor’s Proposal’s stamped date meets date and time specified in the RFP YES NO Proposal is sealed YES NO Technical Proposal and Cost Proposal are sealed in separate envelopes or boxes within the “Sealed Bid.” Each Proposal should be clearly marked YES NO “Technical Proposal” or “Cost Proposal” Minimum Mandatory Requirements – The Prospective Contractor has documented proof that it meets the minimum mandatory requirements outlined YES NO D in the RFP.
Table 2. Prospective Contractor Package 1 Checklist REFERENCE COMPLETED AND TO SECTION / PROPOSAL RESPONSE ITEM PROVIDED AS PROPOSAL TEMPLATE INSTRUCTED? RESPONSE SECTION T-1 Cover Letter and Executive Summary YES NO T-1 T-2 Prospective Contractor Experience YES NO T-2 T-3 Prospective Contractor Staffing YES NO T-3 T-4 Functional Requirements YES NO T-4 T-5 Requirements Approach YES NO T-5 T-6 Required Plans YES NO T-6 T-7 RFP Response Checklist YES NO T-7
1 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-7 – RFP Response Checklist
Table 3. Prospective Contractor Package 2 Checklist REFERENCE COMPLETED AND TO SECTION / PROPOSAL RESPONSE ITEM PROVIDED AS PROPOSAL TEMPLATE INSTRUCTED? RESPONSE SECTION C-1 Cost Proposal Sheet YES NO C-1
Table 4. Prospective Contractor General Requirements Prospective Contractor should provide the following documents with their technical proposal response. COMPLETED AND PROPOSAL RESPONSE ITEM PROVIDED AS INSTRUCTED? EO 98-04 Disclosure Form. (See Standard Terms and Conditions, #27. Disclosure.) YES NO Copy of Prospective Contractor’s Equal Opportunity Policy. (See Equal Opportunity Policy.) YES NO
Voluntary Product Accessibility Template (VPAT). (See Technology Access.) YES NO
2.0 Prospective Contractor Attachments The Prospective Contractor should identify all attachments that are part of the Technical or Cost Proposals. The Prospective Contractor should provide specific references to Proposal locations (e.g., section and page numbers) for each attachment included. All attachments must be included in both soft and hard Proposal copies. Instructions: Complete the following Table with any attachments to the Technical or Cost Proposals. Add rows as necessary. Do not change any of the completed cells. Any changes to the completed cells could lead to the disqualification of the Proposal.
Table 5. Prospective Contractor Attachment Checklist REFERENCE TO ATTACHMENT ATTACHMENT ATTACHMENT NAME PROPOSAL ID PROVIDED? RESPONSE SECTION Appendix A Reports YES NO D Appendix A Appendix B Addendums YES NO D Appendix B Appendix C VPAT YES NO D Appendix C Appendix D Project Schedule YES NO D Appendix D Appendix E Disclosure Form YES NO D Appendix E Appendix F Equal Opportunity Plan YES NO D Appendix F Appendix G Letters of Reference YES NO D Appendix G
2 State of Arkansas Department of Finance and Administration Online Insurance Verification System RFP #: SP-18-0132 Template T-7 – RFP Response Checklist
3.0 Exceptions Any requested exceptions to items in this RFP which are NON-mandatory must be declared below or as an attachment to this page. Prospective Contractor must clearly explain the requested exception, and should label the request to reference the specific solicitation item number to which the exception applies.
Exceptions to Requirements shall cause the Prospective Contractor’s proposal to be disqualified.
MVS has no exceptions to items in this RFP.
3
Appendix A - MVS IVS Web Portal Reports
This Appendix contains samples of some of the reports available via the MVS IVS Web Portal. MVS IVS also has several other jurisdiction specific reports and new reports can be added as needed by the DFA. All reports are customizable to DFA requirements.
Appendix A is CONFIDENTIAL
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Page 1 of 1 STATE OF ARKANSAS OFFICE OF STATE PROCUREMENT 1509 West 7th Street, Room 300 Little Rock, Arkansas 72201-4222
ADDENDUM 1
TO: Vendors Addressed FROM: Shane Phillips, Buyer DATE: 12/19/2018 SUBJECT: SP-18-0132 Online Insurance Verification System
The following change(s) to the above-referenced RFP have been made as designated below:
X Change of specification(s) Additional specification( s) --- Change of bid opening time and date --- Cancellation of bid --- Other
BID OPENING DATE AND TIME
• Bid opening date and time shall remain unchanged.
CHANGE OF SPECIFICATIONS
• Delete Section 2.4.D. and replace with the following:
2.4.D. The Prospective Contractor shall have a minimum of three (3) years of experience printing and mailing letters.
The specifications by virtue of this addendum become a permanent addition to the above referenced RFP. Failure to return this signed addendum may result in rejection of your proposal.
If you have any questions, please contact Shane Phillips at [email protected] or (501) 324-9322. Page 1 of 1 STATE OF ARKANSAS OFFICE OF STATE PROCUREMENT 1509 West 7th Street, Room 300 Little Rock, Arkansas 72201-4222
ADDENDUM 2
TO: Vendors Addressed FROM: Shane Phillips, Buyer DATE: January 14, 2019 SUBJECT: SP-18-0132 Online Insurance Verification System
The following change(s) to the above-referenced RFP have been made as designated below:
X Change of specification(s) Additional specification(s) - - - Change of bid opening time and date --- Cancellation of bid --- Other
CHANGE OF SPECIFICATIONS
• Delete Template C1 Cost Proposal and Replace with Template C1 Cost Proposal Revised
The specifications by virtue of this addendum become a permanent addition to the above referenced RFP. Failure to return this signed addendum may result in rejection of your proposal.
If you have any questions please contact Shane Phillips at [email protected] or (501) 324-93f2, Page 1 of 2 STATE OF ARKANSAS OFFICE OF STATE PROCUREMENT 1509 West 7th Street, Room 300 Little Rock, Arkansas 72201-4222
ADDENDUM 3
TO: Vendors Addressed FROM: Shane Phillips, Buyer DATE: January 17, 2019 SUBJECT: SP-18-0132 Online Insurance Verification System
The following change(s) to the above-referenced RFP have been made as designated below:
X Change of specification(s) --- Additional specification(s) ------Change of bid opening time and date Cancellation of bid --- Other
CHANGE OF SPECIFICATIONS
• Delete Section 3.1.C.2. and replace with the following:
2. The agency has assigned Weighted Percentages to each sub-section according to its significance.
* Maximum Maximum Sub-Section's Information for Evaluation Weighted Raw Points Weighted Sub-Sections Score Possible Percentage Possible PROSPECTIVE CONTRACTOR EXPERIENCE Corporate Background and Experience (T-2 Sections 1 5 6 42 & 2) Legal Consideration (T-2 Section 3) 5 2 14 PROSPECTIVE CONTRACTOR STAFFING Key Personnel/ Resumes (T-3 Sections 1, 2, & 3) 5 3 21 Staff Retention (T-3 Section 4) 5 3 21 REQUIREMENTS Coordination and Communication (T.4 E.1 & T-5 E.1) 5 6 42 Web Based Application Interface (T.4 E.2 & T-5 E.2) 5 8 56 System to System Connection Interface (T-4 E.3 &T-5 5 8 56 E.3) Data Upload and Download Requirements (T-4 E.4 & 5 6 42 T-5 E.4) Reporting (T-4 E.5 & T-5, E.5) 5 3 21 System User Access (T-4 E.6 & T-5 E.6) 5 6 42 Auditing (T-4 E.7 & T-5 E.7) 5 4 28 Data Storage and Retention (T-4 E.8 & T-5, E.8) 5 5 35 System Alerts (T-5, E.9) 5 5 35 SP-17-0012 ADDENDUM 1 Page 2 of 2
Solution Infrastructure and Implementation (T-5, E.1O) 5 6 42 PLANS Implementation Plan 5 4 28 Testing Plan 5 5 35 Training Plan 5 2 14 Disaster Recovery and Business Continuity Plan 5 4 28 Data Security Plan 5 4 28 Maintenance Plan 5 4 28 Ongoing User and Technical Support Plan 5 6 42 Total Technical Score 105 100% 700
*Sub-Section's Percentage Weight x Total Weighted Score = Maximum Weighted Score Possible for the sub-section.
The specifications by virtue of this addendum become a permanent addition to the above referenced RFP. Failure to return this signed addendum may result in rejection of your proposal.
If you have any questions please contact Shane Phillips at [email protected] or (501) 324-9322.
MV Solutions Accessibility Conformance Report
Revised Section 508 Edition
VPAT® Version 2.2 – July 2018 Name of Product/Version: MVS IVS (Version 2019) Product Description: MVS IVS is used by jurisdictions in the United States of America to verify vehicle liability insurance Date: January 2019
Contact information: [email protected]
Notes: Evaluation Methods Used: MV Solutions technical team analyzed each criteria, determined if it was applicable to MVS IVS, and if applicable, determined if MVS IVS met the criteria. Criteria was tested if needed. Applicable Standards/Guidelines
This report covers the degree of conformance for the following accessibility standard/guidelines:
______“Voluntary Product Accessibility Template” and “VPAT” are registered service marks of the Information Technology Industry Council (ITI) Page 1 of 20
Standard/Guideline Included In Report Web Content Accessibility Guidelines 2.0, at http://www.w3.org/TR/2008/REC- Level A (Yes) WCAG20-20081211/ Level AA (Yes) Level AAA (Yes) Revised Section 508 standards as published by the U.S. Access Board in the Federal Register on January 18, 2017 (Yes) Corrections to the ICT Final Rule as published by the US Access Board in the Federal Register on January 22, 2018 Terms
The terms used in the Conformance Level information are defined as follows:
• Supports: The functionality of the product has at least one method that meets the criterion without known defects or meets with equivalent facilitation. • Partially Supports: Some functionality of the product does not meet the criterion. • Does Not Support: The majority of product functionality does not meet the criterion. • Not Applicable: The criterion is not relevant to the product. • Not Evaluated: The product has not been evaluated against the criterion. This can be used only in WCAG 2.0 Level AAA.
WCAG 2.0 Report
Tables 1 and 2 also document conformance with:
• Chapter 5 – 501.1 Scope, 504.2 Content Creation or Editing • Chapter 6 – 602.3 Electronic Support Documentation
Note: When reporting on conformance with the WCAG 2.0 Success Criteria, they are scoped for full pages, complete processes, and accessibility-supported ways of using technology as documented in the WCAG 2.0 Conformance Requirements.
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Table 1: Success Criteria, Level A Notes:
Criteria Conformance Level Remarks and Explanations 1.1.1 Non-text Content (Level A) Web: Supports Web: A meaningful text equivalent is provided for every Also applies to: Electronic Docs: Not non-text element. Revised Section 508 Applicable Electronic Docs: Non-text Content not used • 501 (Web)(Software) Software: Not Applicable Software: No software installed as part of MVS IVS. All • 504.2 (Authoring Tool) Authoring Tool: Not interactions are via Web Portal/Web Service. • 602.3 (Support Docs) Applicable Authoring Tool: Authoring Tool Not Used by MVS IVS 1.2.1 Audio-only and Video-only (Prerecorded) (Level A) Web: Not Applicable Web: Audio/video not used Also applies to: Electronic Docs: Not Electronic Docs: Audio/video not used Revised Section 508 Applicable Software No software installed as part of MVS IVS. All • 501 (Web)(Software) Software: Not Applicable interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Authoring Tool: Not Authoring Tool: Authoring Tool Not Used by MVS IVS • 602.3 (Support Docs) Applicable 1.2.2 Captions (Prerecorded) (Level A) Web: Not Applicable Web: Audio/video not used Also applies to: Electronic Docs: Not Electronic Docs: Audio/video not used Revised Section 508 Applicable Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) Software: Not Applicable interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Authoring Tool: Not Authoring Tool: Authoring Tool Not Used by MVS IVS • 602.3 (Support Docs) Applicable 1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A) Web: Not Applicable Web: Audio/video not used Also applies to: Electronic Docs: Not Electronic Docs: Audio/video not used Revised Section 508 Applicable Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) Software: Not Applicable interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Authoring Tool: Not Authoring Tool: Authoring Tool Not Used by MVS IVS • 602.3 (Support Docs) Applicable 1.3.1 Info and Relationships (Level A) Web: Supports Web: Information, structure, and relationships Also applies to: Electronic Docs: Not conveyed through presentation are available in text. Revised Section 508 Applicable • 501 (Web)(Software) Electronic Docs: Not Applicable • 504.2 (Authoring Tool) Software: Not Applicable Software: Not Applicable Page 3 of 20
Criteria Conformance Level Remarks and Explanations • 602.3 (Support Docs) Authoring Tool: Not Authoring Tool: Authoring Tool Not Used by MVS IVS Applicable Web: When the sequence in which content is presented 1.3.2 Meaningful Sequence (Level A) Web: Supports affects its meaning, a correct reading sequence can be Also applies to: Electronic Docs: Not programmatically determined. Revised Section 508 Applicable • 501 (Web)(Software) Software: Not Applicable Electronic Docs: Not Applicable • 504.2 (Authoring Tool) Authoring Tool: Not Software: No software installed as part of MVS IVS. All • 602.3 (Support Docs) Applicable interactions are via Web Portal/Web Service. Authoring Tool: Authoring Tool Not Used by MVS IVS Web: Instructions provided for understanding and operating content do not rely solely on sensory characteristics of components such as shape, size, visual location, orientation, or sound. 1.3.3 Sensory Characteristics (Level A) Web: Supports Electronic Docs: Instructions provided for understanding Also applies to: Electronic Docs: Supports and operating content do not rely solely on sensory Revised Section 508 Software: Not Applicable characteristics of components such as shape, size, visual • 501 (Web)(Software) Authoring Tool: Not location, orientation, or sound. • 504.2 (Authoring Tool) Applicable
• 602.3 (Support Docs) Software: No software installed as part of MVS IVS. All interactions are via Web Portal/Web Service.
Authoring Tool: Authoring Tool Not Used by MVS IVS Web: Color is not used as the only visual means of conveying information, indicating an action, prompting 1.4.1 Use of Color (Level A) Web: Supports a response, or distinguishing a visual element Also applies to: Electronic Docs: Supports Electronic Docs: Color is not used as the only visual Revised Section 508 Software: Not Applicable means of conveying information, indicating an action, • 501 (Web)(Software) Authoring Tool: Not prompting a response, or distinguishing a visual element • 504.2 (Authoring Tool) Applicable Software: No software installed as part of MVS IVS. All • 602.3 (Support Docs) interactions are via Web Portal/Web Service. Authoring Tool: Authoring Tool Not Used by MVS IVS 1.4.2 Audio Control (Level A) Web: Not Applicable Web: No auto audio used.
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Criteria Conformance Level Remarks and Explanations Also applies to: Electronic Docs: No audio used. Revised Section 508 Electronic Docs: Not Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) Applicable interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) • 602.3 (Support Docs) Software: Not Applicable Authoring Tool: Authoring Tool Not Used by MVS IVS
Authoring Tool: Not Applicable
Web: All functionality of the content is operable through Web: Supports 2.1.1 Keyboard (Level A) a keyboard interface without requiring specific timings Electronic Docs: Not Also applies to: for individual keystrokes Applicable Revised Section 508 Electronic Docs: Not Applicable. Read only. Software: Not Applicable • 501 (Web)(Software) Software: No software installed as part of MVS IVS. All
• 504.2 (Authoring Tool) interactions are via Web Portal/Web Service. Authoring Tool: Not • 602.3 (Support Docs) Applicable Authoring Tool: Authoring Tool Not Used by MVS IVS Web: Supports 2.1.2 No Keyboard Trap (Level A) Web: All web content meets criteria Electronic Docs: Not Also applies to: Electronic Docs: Not relevant – read only. Applicable Revised Section 508 Software: No software installed as part of MVS IVS. All Software: Not Applicable • 501 (Web)(Software) interactions are via Web Portal/Web Service.
• 504.2 (Authoring Tool) Authoring Tool: Not • 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS Applicable 2.2.1 Timing Adjustable (Level A) Web: Not Applicable Web: Time limits not used. Also applies to: Electronic Docs: Not Electronic Docs: Not relevant – read only. Revised Section 508 Applicable Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) Software: Not Applicable interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Authoring Tool: Not Authoring Tool: Authoring Tool Not Used by MVS IVS • 602.3 (Support Docs) Applicable 2.2.2 Pause, Stop, Hide (Level A) Web: Not Applicable Web: No moving, blinking, scrolling, or auto-updating Also applies to: Electronic Docs: Not information. • Applicable Electronic Docs: Not Applicable
Page 5 of 20
Criteria Conformance Level Remarks and Explanations Revised Section 508 Software: Not Applicable Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) Authoring Tool: Not interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Applicable • 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS 2.3.1 Three Flashes or Below Threshold (Level A) Web: Not Applicable Web: No flashes used. Also applies to: Electronic Docs: Not Electronic Docs: Not relevant -read only. Revised Section 508 Applicable Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) Software: Not Applicable interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Authoring Tool: Not • 602.3 (Support Docs) Applicable Authoring Tool: Authoring Tool Not Used by MVS IVS Web: Supports 2.4.1 Bypass Blocks (Level A) Electronic Docs: Not Also applies to: Web: Bypass blocks available. Applicable Revised Section 508 Electronic Docs: Not Applicable
• 501 (Web)(Software) – Does not apply to non-web software Authoring Tool: Not • 504.2 (Authoring Tool) Authoring Tool: Authoring Tool Not Used by MVS IVS Applicable • 602.3 (Support Docs) – Does not apply to non-web docs
Web: Supports 2.4.2 Page Titled (Level A) Web: Web pages have titles Electronic Docs: Supports Also applies to: Electronic Docs: Web pages have titles Software: Not Applicable Revised Section 508 Software: No software installed as part of MVS IVS. All
• 501 (Web)(Software) interactions are via Web Portal/Web Service. Authoring Tool: Not • 504.2 (Authoring Tool) Applicable • 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS
Web: Supports 2.4.3 Focus Order (Level A) Web: Focus order provided. Electronic Docs: Not Also applies to: Electronic Docs: Not relevant Applicable Revised Section 508 Software: No software installed as part of MVS IVS. All
• 501 (Web)(Software) interactions are via Web Portal/Web Service. Authoring Tool: Not • 504.2 (Authoring Tool) Applicable • 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS
2.4.4 Link Purpose (In Context) (Level A) Web: Supports Web: Link purpose provided Also applies to: Electronic Docs: Not Electronic Docs: Read only PDFs
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Criteria Conformance Level Remarks and Explanations Revised Section 508 Applicable Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Authoring Tool: Not • 602.3 (Support Docs) Applicable Authoring Tool: Authoring Tool Not Used by MVS IVS
Web: Default language can be determined. 3.1.1 Language of Page (Level A) Web: Supports Electronic Docs: Default language can be determined. Also applies to: Electronic Docs: Supports Revised Section 508 Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) Authoring Tool: Not interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Applicable • 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS Web: Supports 3.2.1 On Focus (Level A) Web: Electronic Docs: Not Also applies to: Electronic Docs: Applicable Revised Section 508 Software: No software installed as part of MVS IVS. All
• 501 (Web)(Software) interactions are via Web Portal/Web Service. Authoring Tool: Not • 504.2 (Authoring Tool) Applicable • 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS
Web: Supports Web: Supports 3.2.2 On Input (Level A) Electronic Docs: Not Electronic Docs: : Not Applicable Also applies to: Applicable Revised Section 508 Software: : No software installed as part of MVS IVS. All • 501 (Web)(Software) Authoring Tool: Not interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Applicable • 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS 3.3.1 Error Identification (Level A) Web: Supports Web: Supports Also applies to: Electronic Docs: Not Electronic Docs: Not Applicable Revised Section 508 Applicable • 501 (Web)(Software) Software: No software installed as part of MVS IVS. All • 504.2 (Authoring Tool) Authoring Tool: Not interactions are via Web Portal/Web Service. • 602.3 (Support Docs) Applicable
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Criteria Conformance Level Remarks and Explanations
Authoring Tool: Authoring Tool Not Used by MVS IVS Web: Supports Web: Label and instructions provided 3.3.2 Labels or Instructions (Level A) Electronic Docs: Not Electronic Docs: Not Applicable Also applies to: Applicable Revised Section 508 Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) Authoring Tool: Not interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Applicable • 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS Web: Supports 4.1.1 Parsing (Level A) Web: Parsing criteria met. Electronic Docs: Not Also applies to: Electronic Docs: Not Applicable. Read only. Applicable Revised Section 508 Software: No software installed as part of MVS IVS. All
• 501 (Web)(Software) interactions are via Web Portal/Web Service. Authoring Tool: Not • 504.2 (Authoring Tool) Applicable • 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS
Web: Supports 4.1.2 Name, Role, Value (Level A) Web: Criteria met. Electronic Docs: Not Also applies to: Electronic Docs: Not Applicable. Read only. Applicable Revised Section 508 Software: No software installed as part of MVS IVS. All
• 501 (Web)(Software) interactions are via Web Portal/Web Service. Authoring Tool: Not • 504.2 (Authoring Tool) Applicable • 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS
Table 2: Success Criteria, Level AA Notes:
Criteria Conformance Level Remarks and Explanations 1.2.4 Captions (Live) (Level AA) Web: Not Applicable Web: No Audio used. - Also applies to: Electronic Docs: Read only Revised Section 508 Electronic Docs: Not Software: No software installed as part of MVS IVS. All
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Criteria Conformance Level Remarks and Explanations • 501 (Web)(Software) Applicable interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) • 602.3 (Support Docs) Software: Not Applicable Authoring Tool: Authoring Tool Not Used by MVS IVS
Authoring Tool: Not Applicable Web: Not Applicable
1.2.5 Audio Description (Prerecorded) (Level AA) Web: No Audio used. Electronic Docs: Not Also applies to: Electronic Docs: Read only Applicable Revised Section 508 Software: No software installed as part of MVS IVS. All
• 501 (Web)(Software) interactions are via Web Portal/Web Service. Software: Not Applicable • 504.2 (Authoring Tool)
• 602.3 (Support Docs) Authoring Tool: Authoring Tool Not Used by MVS IVS Authoring Tool: Not Applicable Web: Supports Web: Criteria met. 1.4.3 Contrast (Minimum) (Level AA) Electronic Docs: Supports Electronic Docs: Criteria met. Also applies to:
Revised Section 508 Software: Not Applicable Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Authoring Tool: Not
• 602.3 (Support Docs) Applicable Authoring Tool: Authoring Tool Not Used by MVS IVS
Web: Supports Web: Criteria met. 1.4.4 Resize text (Level AA) Electronic Docs: Supports Electronic Docs: Criteria met. Also applies to:
Revised Section 508 Software: Not Applicable Software: No software installed as part of MVS IVS. All • 501 (Web)(Software) interactions are via Web Portal/Web Service. • 504.2 (Authoring Tool) Authoring Tool: Not
• 602.3 (Support Docs) Applicable Authoring Tool: Authoring Tool Not Used by MVS IVS
1.4.5 Images of Text (Level AA) Web: Supports Web: Criteria met. Also applies to: Electronic Docs: Supports Electronic Docs: Criteria met.
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Criteria Conformance Level Remarks and Explanations Revised Section 508 • 501 (Web)(Software) Software: Not Applicable Software: No software installed as part of MVS IVS. All • 504.2 (Authoring Tool) interactions are via Web Portal/Web Service. • 602.3 (Support Docs) Authoring Tool: Not Applicable Authoring Tool: Authoring Tool Not Used by MVS IVS
2.4.5 Multiple Ways (Level AA) Web: Supports Also applies to: Web: criteria met. Electronic Docs: Not Revised Section 508 Electronic Docs: Not Applicable Applicable • 501 (Web)(Software) – Does not apply to non-web software Authoring Tool: Not • 504.2 (Authoring Tool) Authoring Tool: Authoring Tool Not Used by MVS IVS Applicable • 602.3 (Support Docs) – Does not apply to non-web docs Web: criteria met. Web: Supports 2.4.6 Headings and Labels (Level AA) Electronic Docs: Supports Also applies to: Electronic Docs: criteria met. Software: Not Applicable Revised Section 508
• 501 (Web)(Software) Software: No software installed as part of MVS IVS. All Authoring Tool: Not • 504.2 (Authoring Tool) interactions are via Web Portal/Web Service. Applicable • 602.3 (Support Docs)
Authoring Tool: Authoring Tool Not Used by MVS IVS Web: criteria met. Web: Supports 2.4.7 Focus Visible (Level AA) Electronic Docs: Not Also applies to: Electronic Docs: Not Applicable Applicable Revised Section 508
• 501 (Web)(Software) Software: No software installed as part of MVS IVS. All Software: Not Applicable • 504.2 (Authoring Tool) interactions are via Web Portal/Web Service.
• 602.3 (Support Docs) Authoring Tool: Authoring Tool: Authoring Tool Not Used by MVS IVS 3.1.2 Language of Parts (Level AA) Web: Supports Web: criteria met. Also applies to: Electronic Docs: Supports Revised Section 508 Software: Not Applicable Electronic Docs: criteria met. • 501 (Web)(Software) • 504.2 (Authoring Tool) Authoring Tool: Not Software: No software installed as part of MVS IVS. All
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Criteria Conformance Level Remarks and Explanations • 602.3 (Support Docs) Applicable interactions are via Web Portal/Web Service.
Authoring Tool: Authoring Tool Not Used by MVS IVS Web: supports 3.2.3 Consistent Navigation (Level AA) Electronic Docs: Not Also applies to: Web: Criteria met Applicable Revised Section 508 Electronic Docs: Not Applicable
• 501 (Web)(Software) – Does not apply to non-web software Authoring Tool: Not • 504.2 (Authoring Tool) Authoring Tool: Authoring Tool Not Used by MVS IVS Applicable • 602.3 (Support Docs) – Does not apply to non-web docs
Web: supports 3.2.4 Consistent Identification (Level AA) Electronic Docs: Not Also applies to: Web: Criteria met Applicable Revised Section 508 Electronic Docs: Not Applicable
• 501 (Web)(Software) – Does not apply to non-web software Authoring Tool: Not • 504.2 (Authoring Tool) Authoring Tool: Authoring Tool Not Used by MVS IVS Applicable • 602.3 (Support Docs) – Does not apply to non-web docs
Web: supports 3.3.3 Error Suggestion (Level AA) Electronic Docs: Not Also applies to: Web: Criteria met Applicable Revised Section 508 Electronic Docs: Not Applicable
• 501 (Web)(Software) Authoring Tool: Not • 504.2 (Authoring Tool) Authoring Tool: Authoring Tool Not Used by MVS IVS Applicable • 602.3 (Support Docs)
Web: supports Web: Criteria met Electronic Docs: Not 3.3.4 Error Prevention (Legal, Financial, Data) (Level AA) Applicable Also applies to: Electronic Docs: Not Applicable
Revised Section 508
• 501 (Web)(Software) Software: No software installed as part of MVS IVS. All Software: Not Applicable • 504.2 (Authoring Tool) interactions are via Web Portal/Web Service.
• 602.3 (Support Docs)
Authoring Tool: Authoring Tool Not Used by MVS IVS Authoring Tool: Not
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Criteria Conformance Level Remarks and Explanations Applicable
Table 3: Success Criteria, Level AAA Notes:
Criteria Conformance Level Remarks and Explanations 1.2.6 Sign Language (Prerecorded) (Level AAA) Also applies to: Web:Not Applicable Web:No audio used. Revised Section 508 – Does not apply 1.2.7 Extended Audio Description (Prerecorded) (Level AAA) Also applies to: Web:Not Applicable Web:No audio used. Revised Section 508 – Does not apply 1.2.8 Media Alternative (Prerecorded) (Level AAA) Also applies to: Web:Not Applicable Web:No video used. Revised Section 508 – Does not apply 1.2.9 Audio-only (Live) (Level AAA) Also applies to: Web:Not Applicable Web:No audio used. Revised Section 508 – Does not apply 1.4.6 Contrast Enhanced (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 1.4.7 Low or No Background Audio (Level AAA) Also applies to: Web:Not Applicable Web:No audio used. Revised Section 508 – Does not apply 1.4.8 Visual Presentation (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 1.4.9 Images of Text (No Exception) Control (Level AAA) Web:Supports Web:criteria met Also applies to:
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Criteria Conformance Level Remarks and Explanations Revised Section 508 – Does not apply 2.1.3 Keyboard (No Exception) (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 2.2.3 No Timing (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 2.2.4 Interruptions (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 2.2.5 Re-authenticating (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 2.3.2 Three Flashes (Level AAA) Also applies to: Web:Not Applicable Web:Not used Revised Section 508 – Does not apply 2.4.8 Location (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 2.4.9 Link Purpose (Link Only) (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 2.4.10 Section Headings (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 3.1.3 Unusual Words (Level AAA) Also applies to: Web:Not Applicable Web:Unusual words not used. Revised Section 508 – Does not apply 3.1.4 Abbreviations (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 3.1.5 Reading Level (Level AAA) Web: Not Applicable Web:Advanced reading level not required. Also applies to: Page 13 of 20
Criteria Conformance Level Remarks and Explanations Revised Section 508 – Does not apply 3.1.6 Pronunciation (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 3.2.5 Change on Request (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 3.3.5 Help (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply 3.3.6 Error Prevention (All) (Level AAA) Also applies to: Web:Supports Web:criteria met Revised Section 508 – Does not apply
Page 14 of 20
Revised Section 508 Report
Notes:
Chapter 3: Functional Performance Criteria (FPC) Notes:
Criteria Conformance Level Remarks and Explanations Works with screen readers and enabled 302.1 Without Vision Supports browsers Works with screen readers and enabled 302.2 With Limited Vision Supports browsers 302.3 Without Perception of Color Supports Color perception not required 302.4 Without Hearing Supports Audio not used 302.5 With Limited Hearing Supports Audio not used 302.6 Without Speech Supports Speech not required 302.7 With Limited Manipulation Supports Works with enabled browsers 302.8 With Limited Reach and Strength Supports Works with enabled browsers 302.9 With Limited Language, Cognitive, and Learning Abilities Supports
Chapter 4: Hardware Notes: This section is not applicable since hardware not provided.
Criteria Conformance Level Remarks and Explanations 402 Closed Functionality Heading cell – no response required Heading cell – no response required 402.1 General Heading cell – no response required Heading cell – no response required 402.2 Speech-Output Enabled Heading cell – no response required Heading cell – no response required 402.2.1 Information Displayed On-Screen Not Applicable 402.2.2 Transactional Outputs Not Applicable
Page 15 of 20
Criteria Conformance Level Remarks and Explanations 402.2.3 Speech Delivery Type and Coordination Not Applicable 402.2.4 User Control Not Applicable 402.2.5 Braille Instructions Not Applicable 402.3 Volume Heading cell – no response required Heading cell – no response required 402.3.1 Private Listening Not Applicable 402.3.2 Non-private Listening Not Applicable 402.4 Characters on Display Screens Not Applicable 402.5 Characters on Variable Message Signs Not Applicable 403 Biometrics Heading cell – no response required Heading cell – no response required 403.1 General Not Applicable 404 Preservation of Information Provided for Accessibility Heading cell – no response required Heading cell – no response required 404.1 General Not Applicable 405 Privacy Heading cell – no response required Heading cell – no response required 405.1 General Not Applicable 406 Standard Connections Heading cell – no response required Heading cell – no response required 406.1 General Not Applicable 407 Operable Parts Heading cell – no response required Heading cell – no response required 407.2 Contrast Not Applicable 407.3 Input Controls Heading cell – no response required Heading cell – no response required 407.3.1 Tactilely Discernible Not Applicable 407.3.2 Alphabetic Keys Not Applicable 407.3.3 Numeric Keys Not Applicable 407.4 Key Repeat Not Applicable 407.5 Timed Response Not Applicable 407.6 Operation Not Applicable 407.7 Tickets, Fare Cards, and Keycards Not Applicable 407.8 Reach Height and Depth Heading cell – no response required Heading cell – no response required 407.8.1 Vertical Reference Plane Not Applicable 407.8.1.1 Vertical Plane for Side Reach Not Applicable 407.8.1.2 Vertical Plane for Forward Reach Not Applicable
Page 16 of 20
Criteria Conformance Level Remarks and Explanations 407.8.2 Side Reach Not Applicable 407.8.2.1 Unobstructed Side Reach Not Applicable 407.8.2.2 Obstructed Side Reach Not Applicable 407.8.3 Forward Reach Not Applicable 407.8.3.1 Unobstructed Forward Reach Not Applicable 407.8.3.2 Obstructed Forward Reach Not Applicable 407.8.3.2.1 Operable Part Height for ICT with Obstructed Forward Reach Not Applicable 407.8.3.2.2 Knee and Toe Space under ICT with Obstructed Forward Not Applicable Reach 408 Display Screens Not Applicable Heading cell – no response required 408.2 Visibility Not Applicable 408.3 Flashing Not Applicable 409 Status Indicators Heading cell – no response required Heading cell – no response required 409.1 General Not Applicable 410 Color Coding Heading cell – no response required Heading cell – no response required 410.1 General Not Applicable 411 Audible Signals Heading cell – no response required Heading cell – no response required 411.1 General Not Applicable 412 ICT with Two-Way Voice Communication Heading cell – no response required Heading cell – no response required 412.2 Volume Gain Heading cell – no response required Heading cell – no response required 412.2.1 Volume Gain for Wireline Telephones Not Applicable 412.2.2 Volume Gain for Non-Wireline ICT Not Applicable 412.3 Interference Reduction and Magnetic Coupling Heading cell – no response required Heading cell – no response required 412.3.1 Wireless Handsets Not Applicable 412.3.2 Wireline Handsets Not Applicable 412.4 Digital Encoding of Speech Not Applicable 412.5 Real-Time Text Functionality Reserved for future Reserved for future 412.6 Caller ID Not Applicable 412.7 Video Communication Not Applicable 412.8 Legacy TTY Support Heading cell – no response required Heading cell – no response required 412.8.1 TTY Connectability Not Applicable Page 17 of 20
Criteria Conformance Level Remarks and Explanations 412.8.2 Voice and Hearing Carry Over Not Applicable 412.8.3 Signal Compatibility Not Applicable 412.8.4 Voice Mail and Other Messaging Systems Not Applicable 413 Closed Caption Processing Technologies Heading cell – no response required Heading cell – no response required 413.1.1 Decoding and Display of Closed Captions Not Applicable 413.1.2 Pass-Through of Closed Caption Data Not Applicable 414 Audio Description Processing Technologies Heading cell – no response required Heading cell – no response required 414.1.1 Digital Television Tuners Not Applicable 414.1.2 Other ICT Not Applicable 415 User Controls for Captions and Audio Descriptions Heading cell – no response required Heading cell – no response required 415.1.1 Caption Controls Not Applicable 415.1.2 Audio Description Controls Not Applicable
Chapter 5: Software Notes: This section is not applicable since software is not provided or installed at client site. All interactions are through MVS IVS Web Portal and Web Service which are covered in Tables 1, 2, and 3
Criteria Conformance Level Remarks and Explanations 501.1 Scope – Incorporation of WCAG 2.0 AA See WCAG 2.0 section See information in WCAG section 502 Interoperability with Assistive Technology Heading cell – no response required Heading cell – no response required 502.2.1 User Control of Accessibility Features Not Applicable 502.2.2 No Disruption of Accessibility Features Not Applicable 502.3 Accessibility Services Heading cell – no response required Heading cell – no response required 502.3.1 Object Information Not Applicable 502.3.2 Modification of Object Information Not Applicable 502.3.3 Row, Column, and Headers Not Applicable 502.3.4 Values Not Applicable
Page 18 of 20
Criteria Conformance Level Remarks and Explanations 502.3.5 Modification of Values Not Applicable 502.3.6 Label Relationships Not Applicable 502.3.7 Hierarchical Relationships Not Applicable 502.3.8 Text Not Applicable 502.3.9 Modification of Text Not Applicable 502.3.10 List of Actions Not Applicable 502.3.11 Actions on Objects Not Applicable 502.3.12 Focus Cursor Not Applicable 502.3.13 Modification of Focus Cursor Not Applicable 502.3.14 Event Notification Not Applicable 502.4 Platform Accessibility Features Not Applicable 503 Applications Heading cell – no response required Heading cell – no response required 503.2 User Preferences Not Applicable 503.3 Alternative User Interfaces Not Applicable 503.4 User Controls for Captions and Audio Description Heading cell – no response required Heading cell – no response required 503.4.1 Caption Controls Not Applicable 503.4.2 Audio Description Controls Not Applicable 504 Authoring Tools Heading cell – no response required Heading cell – no response required 504.2 Content Creation or Editing (if not authoring tool, enter “not See WCAG 2.0 section See information in WCAG section applicable”) 504.2.1 Preservation of Information Provided for Accessibility in Format Not Applicable Conversion 504.2.2 PDF Export Not Applicable 504.3 Prompts Not Applicable 504.4 Templates Not Applicable
Chapter 6: Support Documentation and Services Notes:
Criteria Conformance Level Remarks and Explanations
Page 19 of 20
Criteria Conformance Level Remarks and Explanations 601.1 Scope Heading cell – no response required Heading cell – no response required 602 Support Documentation Heading cell – no response required Heading cell – no response required 602.2 Accessibility and Compatibility Features Supports Criteria met 602.3 Electronic Support Documentation See WCAG 2.0 section See information in WCAG section 602.4 Alternate Formats for Non-Electronic Support Documentation Not applicable 603 Support Services Heading cell – no response required Heading cell – no response required 603.2 Information on Accessibility and Compatibility Features Supports Criteria met 603.3 Accommodation of Communication Needs Supports Criteria met
Legal Disclaimer (MV Solutions)
The information contained in this document represents the MV Solutions’ understanding and assessment of the criteria and the software’s ability to meet the criteria.
Page 20 of 20
ID Task Name Duration Start Finish Resource Names
1 AR IVS Project 173 days Wed 5/1/19 Fri 12/27/19 • ~ ~ ~ ~ - 2 Project Initiation 8 days Wed 5/1/19 Fri 5/10/19 3 Prepare Introductory Briefing and Kickoff Agenda 3 days Wed 5/1/19 Fri 5/3/19 MVS - 4 Review and Approve Introductory Briefing and Kickoff Agenda 2 days Mon 5/6/19 Tue 5/7/19 DFA 5 Project Kickoff Meetings (on-site) 3 days Wed 5/8/19 Fri 5/10/19 MVS,DFA - 6 + Pre-Kickoff Sponsor Meeting 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA Management 7 + Kickoff Presentation 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA - 8 + Introduction of MVS and DFA Teams 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA 9 + High-Level Solution and Process Overview 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA - 10 + Project Plan Review 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA 11 + Questions/Demo 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA - 12 + Requirements Discussions 3 days Wed 5/8/19 Fri 5/10/19 13 ARIVS Web service for State systems 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA - 14 + ARIVS Web portal 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA 15 + Citizen Users 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA - 16 + State Users 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA 17 + Insurance Company and Agent Users 1 day Wed 5/8/19 Wed 5/8/19 MVS,DFA - 18 + Registration Data Exchange 1 day Thu 5/9/19 Thu 5/9/19 MVS,DFA 19 + Non-Compliance Notices 1 day Thu 5/9/19 Thu 5/9/19 MVS,DFA - 20 + Compliance/Clearance Data Exchange 1 day Thu 5/9/19 Thu 5/9/19 MVS,DFA 21 + Insurance Company Requirements and Deadlines 1 day Thu 5/9/19 Thu 5/9/19 MVS,DFA - 22 + Reporting 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA 23 + Hosting and Security 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA - 24 + User and Technical Support 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA 25 + Insurer/Agent Data Exchange Discussion 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA,AID - 26 + Wrap-up Items 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA 27 + Communication Plan Discussion 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA - 28 + Next Steps 1 day Fri 5/10/19 Fri 5/10/19 MVS,DFA 29 + Update of Project Plan and Project Tracking Documents 1 day Fri 5/10/19 Fri 5/10/19 MVS - 30 + Updated Project Plan and Project Tracking Documents 0 days Fri 5/10/19 Fri 5/10/19 MVS 31 Requirements and Design 20 days Mon 5/13/19 Fri 6/7/19 - 32 Staffing Plan 3 days Mon 5/13/19 Wed 5/15/19 33 Update Staffing Plan 2 days Mon 5/13/19 Tue 5/14/19 MVS 34 + Updated Staffing Plan 0 days Tue 5/14/19 Tue 5/14/19 MVS - 35 Approval of Staffing Plan 1 day Wed 5/15/19 Wed 5/15/19 DFA - 36 Implementation Plan 13 days Mon 5/13/19 Thu 5/30/19 37 Update Implementation Plan 11 days Mon 5/13/19 Mon 5/27/19 MVS + - 38 Updated Implemenation Plan 0 days Mon 5/27/19 Mon 5/27/19 MVS - 39 + Approval of Implemenation Plan 2 days Wed 5/29/19 Thu 5/30/19 DFA 40 T Maintenance Plan T 13 days Mon 5/13/19r Thu 5/30/19T
Page 1 ID Task Name Duration Start Finish Resource Names
41 Update Maintenance Plan 11 days Mon 5/13/19 Mon 5/27/19 MVS • ~ ~ ~ ~ - 42 + Updated Maintenance Plan 0 days Mon 5/27/19 Mon 5/27/19 MVS - 43 Approval of Maintenance Plan 2 days Wed 5/29/19 Thu 5/30/19 DFA 44 + Ongoing User and Technical Support Plan 13 days Mon 5/13/19 Thu 5/30/19 - 45 Update Ongoing User and Technical Support Plan 10 days Mon 5/13/19 Fri 5/24/19 MVS - 46 • Updated Ongoing User and Technical Support Plan 0 days Fri 5/24/19 Fri 5/24/19 MVS 47 Approval of Ongoing User and Technical Support Plan 3 days Mon 5/27/19 Thu 5/30/19 DFA - 48 + Data Security Plan 13 days Mon 5/13/19 Thu 5/30/19 - 49 Update Data Security Plan 10 days Mon 5/13/19 Fri 5/24/19 MVS 50 + Updated Data Security Plan 0 days Fri 5/24/19 Fri 5/24/19 MVS - 51 Approval of Data Security Plan 3 days Mon 5/27/19 Thu 5/30/19 DFA - 52 • Testing Plan 13 days Mon 5/13/19 Thu 5/30/19 53 Update Testing Plan 10 days Mon 5/13/19 Fri 5/24/19 MVS - 54 + Updated Testing Plan 0 days Fri 5/24/19 Fri 5/24/19 MVS - 55 Approval of Testing Plan 3 days Mon 5/27/19 Thu 5/30/19 DFA 56 + Finalize and Document Requirements 15 days Mon 5/13/19 Sat 6/1/19 - 57 Insurance Company Reporting Requirements 5 days Mon 5/13/19 Fri 5/17/19 MVS 58 + Registration File Layout and Exchange 10 days Mon 5/13/19 Fri 5/24/19 MVS - 59 + ARIVS Web Portal 15 days Mon 5/13/19 Sat 6/1/19 MVS 60 + ARIVS Web Service 15 days Mon 5/13/19 Sat 6/1/19 MVS - 61 + Rules for Selection of Records for Non-Compliance Notices 15 days Mon 5/13/19 Sat 6/1/19 MVS 62 + Customer Response Processes and Compliance Rules 15 days Mon 5/13/19 Sat 6/1/19 MVS - 63 + Letter and Compliance Data Exchange 15 days Mon 5/13/19 Sat 6/1/19 MVS 64 + Hosting and Security 15 days Mon 5/13/19 Sat 6/1/19 MVS - 65 + User and Technical Support 15 days Mon 5/13/19 Sat 6/1/19 MVS 66 + Reports 15 days Mon 5/13/19 Sat 6/1/19 MVS - 67 + Finalized Requirement Document 0 days Sat 6/1/19 Sat 6/1/19 MVS 68 Approval of Requirements Document 5 days Mon 6/3/19 Fri 6/7/19 DFA - 69 + Insurance Company Reporting Guide 15 days Mon 5/13/19 Sat 6/1/19 70 Develop draft Insurance Company Reporting Guide 3 days Mon 5/20/19 Wed 5/22/19 MVS - 71 + Insurance Company Reporting Guide Approval by DFA 5 days Thu 5/23/19 Thu 5/30/19 DFA 72 + DFA/AID provides insurance company list 15 days Mon 5/13/19 Sat 6/1/19 DOI - 73 Publication of Insurance Company Reporting Guide 0 days Sat 6/1/19 Sat 6/1/19 MVS 74 System Configuration and Testing 151 days Mon 5/13/19 Mon 12/9/19 - 75 Establish IVS Infrastructure - Primary Hosting Facility 20 days Mon 5/13/19 Fri 6/7/19 76 Setup Development Environment 5 days Mon 5/13/19 Fri 5/17/19 MVS - 77 + Setup Test Environment 5 days Mon 5/20/19 Fri 5/24/19 MVS 78 + Setup Production Environment (MVS IVS Web Portal - Insurer Registration)10 days Mon 5/27/19 Fri 6/7/19 MVS + - 79 + Domain Assignment and DNS Entries 5 days Mon 5/27/19 Sat 6/1/19 MVS 80 T Establish IVS Infrastructure - Offiste (Disaster Recovery) i 80 days Mon 6/10/19r Fri 9/27/19i
Page 2 ID Task Name Duration Start Finish Resource Names
81 Setup Disaster Recovery Environment 80 days Mon 6/10/19 Fri 9/27/19 MVS,DFA •In + ~ ~ ~ ~ - 82 MVS IVS System Modifications and Unit Testing 131 days Mon 5/20/19 Mon 11/18/19 83 MVS IVS Web Portal for Insurers 6 days Mon 5/20/19 Mon 5/27/19 MVS - 84 + MVS IVS FTP Server and File Processor 5 days Wed 5/29/19 Mon 6/3/19 MVS 85 + MVS IVS Registration File Processing and Matching module 10 days Mon 5/27/19 Fri 6/7/19 MVS - 86 + MVS IVS Batch Reverification Modules 10 days Mon 6/10/19 Fri 6/21/19 MVS 87 + MVS IVS OLV client 32 days Mon 6/3/19 Mon 11/18/19 MVS In + - 88 MVS IVS Web Service for State systems 20 days Mon 6/3/19 Fri 6/28/19 MVS 89 + MVS IVS Notice Generation Module 20 days Mon 6/10/19 Fri 7/5/19 MVS - 90 + MVS IVS Web Portal Compliance & Payment Modules 15 days Mon 7/8/19 Fri 7/26/19 MVS 91 + MVS IVS Compliance Data Exchange Module 10 days Mon 7/29/19 Fri 8/9/19 MVS - 92 + Reports 10 days Mon 8/12/19 Fri 8/23/19 MVS 93 + MVS IVS Unit & Integaration Testing (Dev Env) 10 days Tue 11/19/19 Mon 12/2/19 MVS - 94 + Functional Testing (Test Env) 5 days Tue 12/3/19 Mon 12/9/19 MVS 95 + DFA Systems Modifications and Testing 90 days Mon 5/27/19 Fri 9/27/19 - 96 Registration Extract File Generation 60 days Mon 5/27/19 Fri 8/16/19 DFA 97 + Compliance Data Exchange and Suspension Modules 30 days Mon 8/19/19 Fri 9/27/19 DFA - 98 + Joint Data Exchange testing - MVS and DFA 10 days Mon 9/30/19 Fri 10/11/19 MVS,DFA 99 Insurance Company Setup and Reporting 101 days Wed 5/29/19 Tue 10/15/19 - 100 Establish Email-based Helpdesk for Insurance Companies 1 day Mon 6/3/19 Mon 6/3/19 MVS 101 Move MVS IVS Web Portal for Insurers to Production 2 days Wed 5/29/19 Thu 5/30/19 MVS : - 102 Move MVS IVS FTP Server and File Processor to Production 2 days Tue 6/4/19 Wed 6/5/19 MVS 103 + Registration by Insurance Companies 22 days Mon 6/3/19 Mon 7/1/19 MVS - 104 + Testing and Approval of Insurance Company Files 97 days Mon 6/3/19 Tue 10/15/19 MVS 105 • + Insurance Company Production Switchover Deadline 0 days Tue 10/15/19 Tue 10/15/19 MVS - 106 First Weekly Insurance Company BOB Files Due 0 days Tue 10/15/19 Tue 10/15/19 MVS 107 Switchover to Production Environment 5 days Mon 10/14/19 Fri 10/18/19 - 108 Move all remaining MVS IVS Modules to Production 3 days Mon 10/14/19 Wed 10/16/19 MVS 109 + DFA begins providing weekly Registration Files 1 day Mon 10/14/19 Mon 10/14/19 DFA - 110 State Systems connect to MVS IVS Web Service for Testing 2 days Thu 10/17/19 Fri 10/18/19 DFA 111 + MVS IVS Compliance Data Exchange Module Connected to Test State System2 days Tue 10/15/19 Wed 10/16/19 MVS,DFA - 112 + Pre-Production Testing ( Production Environment) 37.5 days Thu 10/17/19 Mon 12/9/19 MVS,DFA 113 + Functional Testing 2.5 days Thu 10/17/19 Mon 10/21/19 MVS,DFA t - 114 Functional Testing Results 0 days Mon 10/21/19 Mon 10/21/19 MVS 115 State Approval of Functional Testing 2 days Mon 10/21/19 Wed 10/23/19 DFA - 116 + Operational Testing (Prod Env) 5 days Wed 10/23/19 Wed 10/30/19 MVS,DFA 117 + Operational Testing Results 0 days Wed 10/30/19 Wed 10/30/19 MVS - 118 State Approval of Operational Testing 2 days Wed 10/30/19 Fri 11/1/19 DFA 119 ; T Insurance Company Testing (Prod Env) i 10 days Fri 11/1/19r Fri 11/15/19iMVS,DFA
Page 3 ID Task Name Duration Start Finish Resource Names
120 Insurance Company Testing Results 0 days Fri 11/15/19 Fri 11/15/19 MVS • ~ ~ ~ ~ - 121 State Approval of Insurance Company Testing 2 days Fri 11/15/19 Tue 11/19/19 DFA 122 + User Acceptance Testing 5 days Tue 11/19/19 Tue 11/26/19 MVS,DFA - 123 + User Acceptance Testing Results 0 days Tue 11/26/19 Tue 11/26/19 MVS 124 State Approval of User Acceptance Testing 2 days Tue 11/26/19 Thu 11/28/19 DFA - 125 + Final Acceptance Testing (Prod Env) 5 days Thu 11/28/19 Thu 12/5/19 MVS,DFA 126 + Final Acceptance Testing Results 0 days Thu 12/5/19 Thu 12/5/19 MVS - 127 State Approval of Final Acceptance Testing 2 days Thu 12/5/19 Mon 12/9/19 DFA 128 + Update Manuals and Documentation 4 days Mon 12/9/19 Fri 12/13/19 MVS - 129 + Disaster Recovery Plan and Testing 57.5 days Mon 9/30/19 Wed 12/18/19 130 Detail the Disaster Recovery Plan 40 days Mon 9/30/19 Fri 11/22/19 MVS - 131 + Submit Disaster Recovery Plan 0 days Fri 11/22/19 Fri 11/22/19 MVS 132 Disaster Recovery Testing 5 days Mon 12/9/19 Mon 12/16/19 MVS - 133 + Disaster Recovery Testing Results 0 days Mon 12/16/19 Mon 12/16/19 MVS 134 State Approval of Disaster Recovery Test 2 days Mon 12/16/19 Wed 12/18/19 DFA - 135 Provide Training to State Users 10 days Fri 12/13/19 Fri 12/27/19 MVS 136 • Setup Customer Support Help Desk 10 days Mon 12/9/19 Mon 12/23/19 137 T System Go-Live T 0 days Fri 12/27/19r Fri 12/27/19T
Page 4 Predecessors
3 4
17 17 17 17 21 21 21 21 21 21 21 21 29 2
2 33 34
2 37 38
Page 5 Predecessors
2 41 42 2
45 46 2
49 50
2 53 54
56 67
57 70 2 71,72
2 76 77 77
Page 6 Predecessors
75 76 76 83 58 85 69 60 85,63 89 90 91 82 93
58 96 91,97
72 83 84 101,73 101,73 104 105 98
96 108 109 108
113 114 115 116 117 118
Page 7 Predecessors
119 120 121 122 123 124 125 126 127
75,80,67 130 131,127 132 133 128 127 112,129,135,136
Page 8 CONTRACT AND GRANT DISCLOSURE AND CERTIFICATION FORM Failure to complete all of the following information may result in a delay in obtaining a contract, lease, purchase agreement, or grant award with any Arkansas State Agency. SUBCONTRACTOR: SUBCONTRACTOR NAME: D Yes ~No ISTHIS FOR: TAXPAYER ID NAME: MV S o lutions Inc. D Goods? ~ Services?D Both?
YOUR LAST NAME: Goff FIRST NAME: J M.I.: Shaw n
ADDRESS : 723 University Villaqe Drive
CITY: Blythew o od STATE: SC ZIP CODE: 29016 COUNTRY: United State s AS A CONDITION OF OBTAINING, EXTENDING, AMENDING, OR RENEWING A CONTRACT, LEASE, PURCHASE AGREEMENT, OR GRANT AWARD WITH ANY ARKANSAS STATE AGENCY, THE FOLLOWING INFORMATION MUST BE DISCLOSED: Ii F O R I N D I V I D U A L S * II Indicate below if: you, your spouse or the brother, sister, parent, or child of you or your spouse is a current or former: member of the General Assembly, Constitutional Officer, State Board or Commission ·- .. What is the person(s) name and how are they related to you? ~) Name of Position of Job Held For How Long? Mark( [i.e., Jane Q. Public, spouse, John Q. Public, Jr., chi ld, etc.] Position Held [senator, representative, name of From To Current Former board/ commission, data entry, etc.] MM/YY MM/YY Person's Name(s) Relation General Assembly
Constitutional Officer State Board or Commission Member State Employee D None of the above applies FOR AN ENTITY (BUSINESS)* Indicate below if any of the following persons, current or former, hold any position of control or hold any ownership interest of 10% or greater in the entity: member of the General Assembly, Constitutional Officer, State Board or Commission Member, State Employee, or the spouse, brother, sister, parent, or child of a member of the General Assembly, Constitutional Officer, State Board or Commission
What is the person(s) name and what is his/her% of ownership interest and/or Mark(~} Position J Held For How Long? Name of of ob what is his/her nosition of control? Position Held [senator, representative, name of From To Ownership Position of Current Former board/commission, data entry, etc.] Person's Name(s) MM/YY MM/YY Interest(%) Control General Assembly
Constituti o nal Officer State Board or Commissi on Member State Employee G None of the above applies Contract and Grant Disclosure and Certification Form
Failure to make any disclosure required by Governor's Executive Order 98-04, or any violation of any rule, regulation, or policy adopted pursuant to that Order, shall be a material breach of the terms of this contract. Any contractor, whether an individual or entity, who fails to make the required disclosure or who violates any rule, regulation, or policy shall be subject to all legal remedies available to the agency.
As an additional condition of obtaining, extending, amending, or renewing a contract with a state agency I agree as follows: 1. Prior to entering into any agreement with any subcontractor, prior or subsequent to the contract date, I will require the subcontractor to complete a CONTRACT AND GRANT DISCLOSURE AND CERTIFICATION FORM. Subcontractor shall mean any person or entity with whom I enter an agreement whereby I assign or otherwise delegate to the person or entity, for consideration, all, or any part, of the performance required of me under the terms of my contract with the state agency.
2. I will include the following language as a part of any agreement with a subcontractor: Failure to make any disclosure required by Governor's Executive Order 98-04, or any violation of any rule, regulation, or policy adopted pursuant to that Order, shall be a material breach of the terms of this subcontract. The party who fails to make the required disclosure or who violates any rule, regulation, or policy shall be subject to all legal remedies available to the contractor.
3. No later than ten (10) days after entering into any agreement with a subcontractor, whether prior or subsequent to the contract date, I will mail a copy of the CONTRACT AND GRANT DISCLOSURE AND CERTIFICATION FORM completed by the subcontractor and a statement containing the dollar amount of the subcontract to the state aqencv.
I certi of mv knowledqe and belief. all of the above information is true and correct and that I a conditions stated herein. // - - - "--'¥{I Title c7c.s,JW Date 1),/L't _ 6~ Go/I Title {hs,(;/1.r1f Phone No.t'Cl)· 71C.-9'l23
Agency use only Agency Agency Agency Contact Contract Number___ Name ______Contact Person ______Phone No. _____ or Grant No. __ EXECUTIVE ORDER E0-98-04 EXECUTIVE ORDER DISCLOSURE FORM
NAME: M,\J Sol1A-hoV1s TYJc. ADDRESS: Tl.3 Uvi,versitJ Vi ll?\l}eD~- Blljthewood sc ~q O I (o RithlB!nd Street City State/Zip County
CONTRACT NO: ,? f' - I 'is - 0 l 32 FEDERAL NO: ). C> - 5 ', '2 2 7 't /
CONTRACT EFFECTIVE DATE: _ _,,.5'-J,_f'----+-l--<--t.-.cO...__._l_'?l,______f I B. DISCLOSURE REQUIREMENTS
Agencies shall require, as a condition of obtaining or renewing a contract, lease, purchase agreement, employment, or grant with any state agency, that any individual desiring to contract with, be employed by, or receive grant benefits from, any state agency shall disclose whether that person is a current or former; member of the general assembly, constitutional officer, board or commission member, state employee, or the spouse or immediate family member of any of the persons described in this sentence. Agencies shall require that any non-individual entity desiring to contract with, or receive grant benefits from, any state agency shall disclose (1.) any position of control, or (2.) any ownership interests of 10% or greater, that is held by a current or former member of the general assembly, constitutional officer, board or commission member, state employee, or the spouse or immediate family member of any of the persons described in this sentence.
As a condition for obtaining funding through a contract, lease, purchase agreement, or a grant with the Depaitment of Health and Human Services, the following information must be disclosed:
Individual contractor indicate below if you are: Current Former Term(s) of service 1. A member of the general assembly Yes~ YestQ (circle one) (circle one)
2. A constitutional officer Yes{9 Yest@ (circle one) (circle one)
3. A state employee Yes~ Yes@ (circle one) (circle one)
4. Serving as a commission or board Ye@ Yes@ member (circle one) (circle one)
Individual contractor indicate below if you are a spouse or immediate family member of an individual that is;
C urrent F01mer Term ()s of service RI.e ative ' s name an d re ations hiip
; 1. A member of the general Yes~ Yes@ assembly (circle e) ( circle one)
2. A constitutional officer Yes;@ YesiQ ( circle one) (circle one)
3. A state employee Yes@ Ye~ (circle one) (circle one)
4. Serving as a commission Yes@ Ye.@ or board member (circle one) (circle one)
(EO 98-04) 1 of 4 Non-individual entity list any individual who holds a position of control or ownership interest of 10% or greater in the entity if the individual is: Relative's name & Current Former Term(s) of Service Relationship Individual
1. A member of the Yes~ Yes;@ general assembly (circle o e) (circle one)
2. A constitutional officer Yes9 Yes@ (circle one) (circle one)
3. A state employee Yes@ Yef1 (circle one) (circle e)
4. Serving as a Yes~ Yes@ commission or board (circle e) (circle one) member
Non-individual entity list any individual who holds a position of control or ownership interest of 10% of greater in the entity if the individual is a spouse or immediate family member of:
Current Former T erm ()s of service RIe all. ve ' s name &RIe atlons 1p Ind"lVl "d U al 1. A member of the Yes@ Yes@ general assembly (circle one) (circle one)
2. A constitutional officer Yes~ Yes~ (circle o e) (circle e)
3. A state employee Yes.@ Ye~ (circle one) (circle e)
4. Serving as a Yes@ Yes~ commission or board (circle one) (circle e) member
Failure of any person or entity to disclose under any term of Executive Order 98-04 shall be considered a material breach of the terms of the contract.
1 1 Date
Title
THIS FORM MUST BE COMPLETED AND RETURNED PRIOR TO EXECUTION OF THE CONTRACT
(EO 98-04) 2 of 4 NAME:------
ADDRESS:------Street City State/Zip County PHONE: ______FAX: ______
CONTRACT: ______
CONTRACT EFFECTIVE DATE: ______DISCLOSURE OF SUBCONTRACTORS
Agencies shall require, as a condition of obtaining or renewing a contract, lease, purchase agreement, or grant with any state agency, that any individual or entity desiring to contract with any state agency shall require that any subcontractor, sub-lessor, or other assignee (hereafter 'Third Party"), shall disclose whether such Third Party is a current or former; member of the general assembly, constitutional officer, board or commission member, state employee, or the spouse or immediate family member of any of the persons described in this sentence, or if any of the persons described in this sentence hold any position of control or any ownership interest of 10% or greater in the Third Party, and shall report any such disclosure by the Third Party to the agency. The disclosure requirements of this paragraph shall apply during the entire term of the contract, lease, purchase agreement, or grant, without regard to whether the subcontract, sublease, or other assignment is entered into prior or subsequent to the contract date.
Third Party shall indicate below if he/she is:
Current Former Tenn(s) of Service Relative' s name & relationshi J Third Party 1. A member of the Yes/No Yes/No general assembly (circle one) (circle one)
2. A constitutional officer Yes/No Yes/No (circle one) (circle one)
3. A state employee Yes/No Yes/No (circle one) (circle one)
4. Serving as a Yes/No Yes/No commission or board (circle one) (circle one) member
Third Party shall indicate below if he/she is a spouse or immediate family member of an individual that is
C urrent Fonner T enn( s) of service RI.e atlve ' s name & re l at10ns. hi1p Third p arty 1. A member of the Yes/No Yes/No general assembly (circle one) (circle one)
2. A constitutional officer Yes/No Yes/No (circle one) (circle one)
3. A state employee Yes/No Yes/No (circle one) (circle one)
4. Serving as a Yes/No Yes/No commission or board (circle one) (circle one) member
Agencies shall require, as a further condition of obtaining or renewing any contract or agreement with any state agency, that the individual or entity desiring to contract shall incorporate into any agreement with a Third Party, previously defined, the below stated language, and any other necessary language as provided by rules and regulations promulgated to enforce Executive Order 98-04, which provides that failure of the Third Party to disclose the identity of any person or entity described previously shall be considered a material breach of the agreement.
(EO 98-04) 3 of 4 The failure of any person or entity to disclose as required under any term of Executive Order 98- 04, or the violation of any rule, regulation or policy promulgated by the Department of Finance and Administration pursuant to this Order, shall be considered a material breach of the terms of the contract, lease, purchase agreement, or grant and shall subject the party failing to disclose or in violation to all legal remedies available to the Agency under the provisions of existing law.
Signature of Third Party
THIS FORM MUST BE COMPLETED AND RETURNED PRIOR TO EXECUTION OF THE CONTRACT
(EO 98-04) 4 of 4
Equal Employment Policy
It is the policy of MV Solutions Inc. to provide equal opportunity for all qualified persons and not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, veteran status, disability, or any other protected status.
This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other details and conditions of employment.
Employment and promotion decisions will be based on merit and the principle of furthering equal opportunity. The requirements we impose in filling a position will be those that validly relate to the job performance required.
All other personnel actions including compensation, benefits, transfers, layoffs, recalls from lay-offs, training, education, tuition assistance and recreation programs will be administered without regard to race, color, religion, sex, age, national origin, disability, veteran status, or any other protected status, in accordance with appropriate law.
______
J. Shawn Goff, President MV Solutions Inc.
Appendix G – Reference Letters
Letters of Reference from Previous Clients. The following information is considered CONFIDENTIAL.
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Template C-1 Cost Workbook RFP# SP-18-0132 Online Insurance Verifcation System Fields highlighted in yellow shall be used in calculating low price determination. Prospective Contractors shall not alter the Cost Workbook.
Table 1 Implementation ITotal One Time Cost I $ 380,000.00 *Provide the total, one time cost for all implemenation activities necessary to fully implement the system. The cost proposed will be an all-inclusive cost in order for the Contractor to successfully complete all implementation activities in order for the system to Go-Live.
Table 2 I Annual Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Total Licensing $ 200,000.00 $ 200,000.00 $ 200,000.00 $ 200,000.00 $ 200,000.00 $ 200,000.00 $ 200,000.00 $ 1,400,000.00 State Support $ 80,000.00 $ 80,000.00 $ 80,000.00 $ 80,000.00 $ 80,000.00 $ 80,000.00 $ 80,000.00 $ 560,000.00 Citizen Support $ 380,000.00 $ 360,000.00 $ 340,000.00 $ 320,000.00 $ 320,000.00 $ 320,000.00 $ 320,000.00 $ 2,360,000.00 *Provide the annual cost for licensing, State User and Technical Support, and the Citizen Support Help Desk. This includes all Maintenance and Support as required in the RFP. Total $ 4,320,000.00
Table 3 Training ITotal One Time Cost I $ 10,000.00 *Provide the total, on time cost for completing all training activities as required by the RFP.
Table 4 Non-Compliance Year 1 Cost Per Letter Estimated Year 1 # Year 1 Cost Total Year 1 Cost $ 0.70 450,000.00 $ 315,000.00 $ 315,000.00 Years 2-7 Cost Per Letter Average # per year Annual Cost Total Years 2-7 Cost $ 0.70 300,000.00 $ 210,000.00 $ 1,260,000.00 I Total Years 1-7 $ 1,575,000.00 *Provide the cost per letter for the preperation and mailing of Non-Compliance letters as required by the RFP.
Table 5 Customization and Enhancements Hourly rate $ 75.00 *Provide an hourly rate for any customization or enhancements not covered by the scope of the RFP. (Not Evaluated.)
Table 6 Payment Solution Option 1- Contractor Provided Initial Fee Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Total $ - $ - $ - $ - $ - $ - $ - $ - N/A Citizen Fee (Per transaction) $ - N/A *Provide the initialone time fee for implementing a Contractor provided payment solution, as well as any annual licensing cost for the Contractor provided solution. (Not Evaluated.)
Table 7 Payment Solution Option 2- State Provided Initial Fee Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Total $ 10,000.00 $ 10,000.00 $ 10,000.00 $ 10,000.00 $ 10,000.00 $ 10,000.00 $ 10,000.00 $ 10,000.00 $ 80,000.00 Citizen Fee (Per transaction) -$ $ - -$ $ - $ - $ - *Provide the initial one time fee for interfacing with a State provided payment solution, as well as any ongoing annual cost associated with the solution. (Not Evaluated.)
Table 8 Grand Total $ 6,285,000.00