Request for Project Closeout Certification Form s3

Closeout Request for Project Closeout Certification Form

ALL CERTIFIED PROJECTS MUST FOLLOW NM STATE POLICIES AND PROCUREMENT CODE

1. PROJECT GOVERNANCE

PROJECT NAME TRD IVR/Voice Portal (IVR/VP) PROJECT SHORT NAME(S)

DATE 12/21/2011

LEAD AGENCY Taxation and Revenue Department

OTHER AGENCIES None Gregory Saunders TRD CIO EXECUTIVE SPONSOR

AGENCY HEAD Demesia Padilla, TRD Cabinet Secretary

AGENCY CIO/IT LEAD Gregory Saunders TRD CIO

PROJECT MANAGER Jan Christine, IT Project Manager Adam Diamond, MVD Project Manager

2. PROJECT ABSTRACT (PROVIDE A BRIEF DESCRIPTION AND PURPOSE FOR THIS PROJECT.) The project consolidated and upgraded the existing TRD I Voice Recognition (IVR) system into a single, contemporary IVR/Voice Portal.

The IVR system was implemented for the TRD Motor Vehicle Department that allows citizens the ability to perform the following functions via a phone:  Answer frequently asked MVD-related questions  Request common forms be FAXed to the citizen  Provide vehicle registration renewal and payment  Provide boat registration renewal and payment  Provide driver status  Provide citation payment  Mail replacement plate and accept payment  Mail replacement sticker and accept payments

Revision: 9/1/10 Page 1

The above options reduce citizen visits at field offices, reducing wait times, and allows citizens to pay using a credit card.

The vendor services for the project were obtained via an RFP.

Phase 2 has been put on hold due to lack of funds.

3A. Scope Verification

REQUIREMENTS REVIEW Yes No Explanation/Notes Were the project objectives (expected x outcomes) accomplished? Were all Deliverables submitted and x accepted? Did the IV&V vendor verify that all x deliverables met the requirements? Have all contracts been closed? x Have all final payments been made (i.e., x invoices paid) Have all project documents/records been x appropriately stored for future reference? Has adequate knowledge transfer been x completed?

3B. MAJOR PROJECT DELIVERABLES AND PERFORMANCE MEASURES MET Major Project Deliverable and Performance Measure Budget Date Project Phase (Include an explanation if deliverable or performance measure was not met.)

Contract for Creation of the RFP $39,690 Initiation

Deliverable 1 Project Management Plans $32,348.00 5/18/2011 Implementation

Deliverable 2 Requirements Definition $42,760.00 5/18/2011 Implementation Deliverable 3 Phase 1 Design $42,760.00 6/30/2011 Implementation Deliverable 3A Foreign National 0 Implementation Recertification Agent Calls Design Deliverable 4 Install hardware and $158,505.00 06/30/2011 Implementation Software Deliverable 5 Test FN Pass Through 0 N/A Implementation Deliverable #5a Vehicle Functions Test $21,380.00 9/1/2011 Implementation Deliverable #5b Driver Functions Test $21,380.00 11/30/2011 Implementation Deliverable 6 Train End Users $42,760.00 11/19/2011 Implementation IV&V Reports 16,854.38 Total Implementation $418,437.38

Deliverable 7 Maintenance and Support $227,265.00 Paid to Maintenance FY 12 Date

Projected $490,530.00 Total FY12

4A. CERTIFICATION HISTORY Cert. Date Cert. Amount Funding Source(s) – Funding Total Amount (Cite the specific laws, grants, etc. and total amount.) Laws 2009, Chapter 156, Section 1 amendment to Section Initiation 66-2-7.2 NMSA 1978 $ 89, 690 Laws 2010 2nd S.S., Chapter 6, Section 3 Subsection H 09/02/2010 Section 66-6-6.1. NMSA 1978 Additional registration fee. Section 66-6-23 NMSA 1978. Request $ 822,423 FY11 $ $ 381,893 Section 66-6-6.1. Additional 02/23/2011 registration fee. NMSA 1978 FY12 $ $ 490,530 Section 66-6-6.1. Additional registration fee. NMSA 1978 SFY10, 11, 12. Initiation, Implementation, and Services

& Support to June 30, 2012. Laws 2009, Chapter 156, Section 1 Amendment to Section 66-2-7-2 NMSA 1978 Implementation Laws 2010 2nd A.A, Chapter 6, Section 3, subsection H Approval Letter Section 66-6-6.1 NMSA 1978 for FY11 $331,893 Section 66-6-23 NMSA 1978 03/17/2011 NOTE: $50,000 unspent during initiation was anticipated to be brought forward to Implementation.

APPROPRIATION HISTORY (INCLUDE ALL FUNDING SOURCES, E.G. FEDERAL, STATE, COUNTY, MUNICIPAL LAWS OR GRANTS) Fiscal Year Amount Funding Source and Appropriation language Section 66-6-6.1. NMSA 1978 Additional registration FY10 $ 39,690 fee. Section 66-6-6.1. Additional registration fee. NMSA FY11 $ $ 381,893 1978 Section 66-6-6.1. Additional registration fee. NMSA FY12 $ $ 490,530 1978 SFY10, 11, 12. Initiation, Implementation, and Services TOTAL $ $ 912,113 & Support to June 30, 2012.

4B. RFP / Contract History (LIST ALL RFP’S AND CONTRACTS ISSUED FOR THE PROJECT.) List RFP and Contract Contract Compensation % (Purpose and/or Description) Number Amount or NA Complete RFP #00-333-00-08457 100% NOTE: The contract includes implementa- TR11-28 $2,195,782.00 Phase 1 tion for both Phase 1 and Phase 2, and asso- ciated support and maintenance extending 3 ½ years into the future.

DoIT requested the inclusion of FY12 Main- tenance and support in the Implementation request. Contract Based on State Price Agreement TR11-30 $16,854.38 100%

5. Schedule and Budget Planned Start Date 03/01/2011 Actual Start Date 04/01/2011 Planned End Date 06/30/2011 Actual End Date 12/06/2011 Planned Cost: $ 912,113.00 Actual Cost: (Total) $645,702.38 (Budget) . Profes . Professiona sional Services $418,437.38 l Services $418,437.38

. Hard . Hardware ware . Softw . Software are . Netw . Network ork . Other . Other Maintenance Maintenance FY12 $490,530.00 July – December 2011 $227,265.00

6A. Independent Verification & Validation (INCLUDE SUMMARY OF THE LAST IV&V REPORT OR RISK MANAGEMENT SUMMARY REPORT.) From the Final Report: NM TRD client and ACS/Xerox vendor have successfully completed IVR/VP project within budgetary perimeters and according to their recently revised project schedule. Throughout the project, all required deliverables were submitted by the vendor and accepted by the client and other stakeholders who were also involved with this particular project. Among all the deliverables, this included the completion and configuration testing of all five (5) business functions that comprise the newly designed Interactive Voice Recognition (IVR) process.

At time of this report, all project teams have completed the process of entering and retesting each business function to ensure that each specified function performs as intended under the new technology, together with producing the desired error-free results. For the past twenty (20) days, they have been conducting User Acceptance Testing (UAT) and Knowledge Transfer sessions at two functionality levels – “web-based service” and “call flow” -- with the new software application training process. To date, continuous testing of the newly developed and customized software architecture platform technology revealed that all 5 business functions performed extremely well as originally planned while running practically error-free. Only exception was a minor correctable error that was generated in the DMV registration and license plate business function as the result of a last minute altercation to one of the entries. Once the error had been detected, it was immediately corrected, allowing the business function to run error-free without any additional errors and/or problems.

Project teams have also been working overtime to complete any outstanding UAT requirements, primarily to ensure time and resources being allocated between vendor and client in preparation for the scheduled December 2nd final “cut over” and “go live” and December 6th Boat Registration deadlines. Regression Testing was also initiated to ensure that no valuable data and/or vital information from the former legacy systems would be lost and would not affect their moving forward with the final Go-Live implementation. Outcomes revealed that all scheduled regression testing sessions went well according to plan and were error-free.

At time of submitting this final report, all project teams had successfully resolved all 29 issues that were identified in their Issues Log throughout the course of the project. Their dedicated efforts and immediate attention and priority given to each issue and potential risk proved worthy in attending to and resolving issues.

6B. LESSONS LEARNED

1) Because of the complexity of an IVR system, testing is best performed with integration between the IVR and the Department web services first, then include background processes for payment processing and data updates. 2) Change in strategic direction of the Agency (insertion of the necessity to include functionality for Residency Verification) can cause significant impact to the project. TRD was fortunate that no additional cost was assessed in order to meet these changing strategic demands.

7. TRANSITION TO OPERATIONS Yes No Explanation/Notes $ 445,000 per Year average– Are there recurring including approximately maintenance/operational costs for the x $200,000/year in assumed Toll product/service? Free number costs. Continue the project with a Phase 2 that would include the Are there any recommended enhancements Revenue Processing and the x or updates? Audit and Compliance Divisions. Phase 2 is currently tabled for lack of funds. Summary of agency plan to support project solution in production.

The system is divided into four components: 1) Interactive Voice Response 2) Automated Call Distribution 3) TRD ITD supplied Web Services and background processing 4) Portal

Maintenance and support for the software and hardware used by 1 & 2 are performed by Third Party according to contract TR11-28.

Current TRD ITD staff is responsible for maintenance of the web services and background processing. TRDITD will be using existing MVD systems support staff for this purpose.

The Portal provides a limited number of parameter-driven changes (office hours, maintenance window hours, emergency messages) that will be maintained by the MVD Call Center staff.

Summary of agency plans to fund the maintenance and Operations of this project. The IVR and ACD code is owned and hosted by the Vendor. The Vendor is contracted to support the system, banking 25 hours per month for enhancements, for the period through March 31, 2015 via contract TR11-28.

After the above date, TRD will need to either renew the service agreement with ACS, or go back out to RFP for a replacement system.

The project is part of several projects self-funded through record sales under the umbrella of the DRIVE MVD program.

At the beginning of Phase 1, TRD was asked to provide current and projected performance measurements for both Phase 1 and Phase 2. Since Phase 2 has been cancelled for lack of funds, the performance measures are presented below for Phase 1 to date.