CA Department of Motor Vehicles Request for Information #FOD Questions and Answers, Page 1 of 5

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1 Questions and Answers, Page 1 of 5 1. What is the budget proposed for this project? The DMV s intent for this RFI is to obtain current information on replacing the DMV s Customer Flow and Appointment System. The RFP budget is unknown at this time. 2. We would like to know the following information: a. Maximum number of counters for the biggest DMV office. The biggest DMV office is Santa Ana with 36 counters. b. Average number of visits for a usual day at the biggest DMV office. The average number of visits for Santa Ana (Oct to Oct. 2012) was 976 (Max. 1,455). The busiest office is Fullerton with an average of 1,122 daily customers, and a maximum number of 1,500 from Oct to Oct In topic E Current Process is mentioned The customer s ticket number is called out by voice simulation and is visually displayed on television monitors located throughout the FO to inform customers which workstation number they need to report to for service. Which leads to the following questions: a. The voice call is only for the ticket number, service letter and counter number? Correct, the voice call is only for the ticket number, service letter and counter number. b. The counter is identified just by numbers or letters and numbers? The counter is identified with numbers only. 4. In topic F Proposed System line 1.c Ability to identify customers upon arrival at a service entry point, such as the Start Here station, and determine the number and type of transactions each customer intends to submit. We propose that the customer after receiving the ticket be transferred to other services/agents/counters if it s required, maintaining it s position in the queue (or going to the end of the queue if configured to do so), this way maintaining the original order and providing information for better understanding of the flow. Thank you, comment noted. 5. In topic F Proposed System line 2.a and 2.b are mentioned interactions by SMS (text messages). a. Is the texting provided by the vendor? No. b. Do you have any current provider for the texting service? i. If so could you identify the provider? DMV currently contracts with CenturyLink to provide our call center infrastructure. It is envisioned that the vendor would interface with an egov web service to provide the phone number and message. The egov service will forward to the CenturyLink interface to send the text.

2 Questions and Answers, Page 2 of 5 6. In topic F Proposed System line 2.f Ability to notify customers of changing FO conditions (such as renovation or emergency closure), updates to office queue waittimes, and the ability to extend their queue position (i.e. push out queue position by 30 minutes), on an opt-in basis. We would like to know if the requested interactions are initiated by the customer or by the COTS a. Notify customers of changing FO conditions, initiated by customer or by COTS? The Customer Notification of changing FO conditions will be initiated by COTS. b. Updates to office queue wait times, initiated by customer or by COTS? The updates to office queue wait times will be initiated by COTS. c. Ability to extend queue position, initiated by customer or by COTS? The ability to extend queue position will be initiated by COTS and customer extends. 7. In topic F Proposed System line 2.g Ability to offer customers the option of receiving call-back reminders of queue status, and other informational notifications. This option is only available to customers that use the online appointments system. It s not available for customers that take a virtual ticket using the mobile phone app. Is this acceptable? No it is not acceptable because the mobile phone app is tied to the online appointment system so both types of customers need the option to extend. 8. In topic F Proposed System line 3, a OTech environment is mentioned. a. What OS platforms will be available? b. Will it be a virtual server? c. What s the BD engine that will be provided to the vendor? Answer to a, b, and c: See Exhibit A, DMV Technical Environment. 9. In topic F Proposed System line 9 Secure methods for storage and transmission of data; a. For secure transmission of data are the digital certificates provided by the DMV? Yes, DMV does provide certificates for systems on our network. 10. In topic G - PROCESS FLOW AND CONCEPTUAL DESIGN, figure 2: CCFMAS Customer Queue Management Solution Diagram please provide more information regarding the following items: a. In the WAN do you use NAT (Network Address Translation)? No. b. The ticket printer is a physical device or a virtual ticket dispenser connected to a network printer? The ticket printer is a physical device. c. The Ticket Printer is provided by the vendor? Yes. d. The Customer Service Thin Clients use which OS? The terminals utilize HP ThinPro (Linux) as the operating system. e. The Customer Service Thin Clients are Citrix based or any other form of desktop virtualization? The customer service thin clients do not use Citrix or any form of virtualization. f. What are the browsers (and corresponding versions) available in the Customer Service Thin Clients? The terminals use FireFox version 3.0 for the web.

3 Questions and Answers, Page 3 of 5 browser. This version is dependent upon compatibility with DMV s core processing systems. 11. In topic G - PROCESS FLOW AND CONCEPTUAL DESIGN, figure 3 CCFMAS Integration with Existing DMV Systems. Please explain, what s the DMV egov Web services interface is. DMV uses an Enterprise Service Bus (ESB) to coordinate various web applications to provide services. The vendors system must provide an interface for communications with the ESB. a. Is the DMV egov Web services interface active or passive in the retrieval of information from the vendor? The DMV egov Web services interface is active. b. Is the DMV egov Web services interface open for development and integration with the vendor or does the vendor have to adapt to the existing platform? The interface is open for development. c. Does the DMV Multi-Media broadcast integrate the information regarding the virtual queue management (tickets being called, waiting times, etc.) or only broadcasts contents to integrate in the vendor signage TV software? DMV envisions a queuing system that will create multiple content zones on the display monitors. The system will accept multi-media inputs from multiple sources and manage separate content in each zone along with providing queuing information. The content could be in the form of a video or audio stream or file, pre-formatted text, etc. DMV s intent is to ensure that a proposed system would have open interfaces using industry standards that would allow for content external to the queuing system to be displayed on the field office monitors managed by the system. This will allow for integration with existing or future DMV systems. d. Is the DMV Multi-Media open for development or does the vendor have to adapt to the existing platform? The DMV Multi-Media is not open for development. e. What s the current software for the DMV Multi-Media? Vendor should provide information on the media types supported. 12. Regarding the open architecture design. What does this means? I understand that it s a common platform for communication, but who develops that platform? See Exhibit A, DMV Technical Environment. A vendors COTS product that cannot accept information from any other DMV system without modifying source code is considered by DMV to be of a closed architecture design. A vendors COTS product that can accept information from any other DMV system without modifying source code is considered by DMV to be of an open architecture design. 13. Does the appointment module/system need integration into the State of California license database? a. If yes, what type of database is currently in use (Oracle/SQL)? Yes, the appointment module will communicate with the existing egov web service to interface with DMV s license information. 14. How many Thin client users total for the 170 offices. There are 4,740 thin clients currently in the field offices. a. M. asks for pricing for 170 offices. The background info mentions that there are 170 offices with 137 FOs with CQS. Do you want pricing for 137 or 170 offices? We would like pricing for all 170 offices.

4 Questions and Answers, Page 4 of 5 b. How many users/ license # s of each type are at each office? Do you have a breakdown? If so, can you provide the list? This information not available at this time. 15. The current CQS at each field office displays current wait times by category on a LED message board. Is that message board a LED display or LED TV? Does the new vendor s system need to integrate with those LED message boards or provide their own within the RFI/RFP? If so, can they be LED TV Monitors? The message board is LED display. The vendor will provide. LED TV Monitors are acceptable. 16. What is meant by a 3 year support model? Is that maintenance support or a Cloud based hosted system? Please clarify. Hardware and software maintenance, operations and support (M&O) and include warranty of all vendor-provided hardware, software and service deliverables for a total of 36 months. 17. What are the DMV s Enterprise Architecture Standards? See Exhibit A, DMV Technical Environment. 18. QLess is Web-based and designed to run on commodity off-the-shelf computers, as long as they have a Web browser and an Internet connection. In light of this, how much hardware of the hardware involved does the CA DMV envision reusing (e.g., staff PCs, digital signage, kiosks, printers), how much of the hardware does the DMV envision procuring on their own, and how much, and what varieties, of hardware does the CA DMV envision purchasing directly from QLess? None of the existing system will be reused. Hardware varieties and amounts will depend upon the chosen solution and pricing. 19. How many employees will be signed in across the 170 FOs? Approximately 2,200 employees at peak times. 20. What type of Internet bandwidth and infrastructure is available at the various FOs? See Exhibit A, DMV Technical Environment. 21. What type of Internet bandwidth and infrastructure is available at the CA DMV HQ site? See Exhibit A, DMV Technical Environment. 22. What type of security restrictions will be imposed by the DMV's network, at both the FOs, and the HQ site (e.g., blocked ports, blocked protocols, white-list network restrictions)? See Exhibit A, DMV Technical Environment. 23. Does the CA DMV have any interest in a pricing option for a server hosted by the vendor, rather than hosted inside the HQ site, if this could be offered at a reduced price? The DMV is open to receiving information on both solutions.

5 Questions and Answers, Page 5 of H.1 - What other DMV Platforms does CA DMV envision the queuing solution s integration with? The systems indicated in Figure 3 are proposed. 25. I.1 - Please explain what is meant by three year support model. Hardware and software maintenance, operations and support (M&O) and include warranty of all vendor-provided hardware, software and service deliverables for a total of 36 months. 26. When is the corresponding Queuing Solution RFP scheduled to be released? The RFP release date is unknown at this time. 27. Is the CA DMV seeking something different with this new RFI than it obtained in the responses to the RFI put out by the CA DMV for a mobile queuing system in 2010? The previous RFI information is a few years old. The DMV s intent for this RFI is to obtain current information on replacing the DMV s Customer Flow and Appointment System. 28. We have a Gartner recognized Business Process (Workflow) Automation Platform that is highly configurable, robust, scalable and can be configured to meet DMV s needs. Will DMV be interested in considering such a Configurable COTS platform? Yes, the DMV would like to receive information on your proposed solution.

6 DMV Technical Environment CA Department of Motor Vehicles Exhibit A, Page 1 of 3 New and upgraded systems at DMV must be designed using 1 Open System Architecture and 2 Modular Design Principles. System designs that adhere to these principles provide the capability to upgrade or replace a module without impacting other modules in the design. It also allows modules to be used by other systems, thereby eliminating duplicate modules in the enterprise. 1. Data Centers DMV utilizes the OTech Data Center for mission critical applications and services. All other applications and services are located at Headquarters. 2. Servers All new systems will utilize DMV s blade server environment. The environment consists of IBM and HP blade servers and chassis. 3. Data Storage and Backup All new systems will utilize DMV s Storage Area Network (SAN). The environment consists of multiple SAN instances managed as one virtual SAN. All new systems will utilize the Symantec NetBackup environment. DMV will be migrating backups by EMC NetWorker and Tivoli Storage Manager to NetBackup. 4. Network The Field Offices and Headquarters staff utilize 100 mbps Ethernet networks. The Data Center utilizes redundant 1Gbps Ethernet networks for servers. 1 Definition: Open System Architecture is Vendor-independent, non-proprietary, based on official and/or popular standards. 2 Definition: Modular design is an approach that subdivides a system into smaller parts (modules) that can be independently created and used in different systems to drive multiple functionalities. A modular design can be characterized by the following: 1. Functional partitioning into discrete scalable, reusable modules consisting of isolated, self-contained functional elements. 2. Rigorous use of well-defined modular interfaces, including object-oriented descriptions of module functionality. 3. Ease of change to achieve technology transparency and, to the extent possible, make use of industry standards for key interfaces.

7 Exhibit A, Page 2 of 3 5. WAN Field Offices have a minimum of one T1 (1.54 Mbps) circuit for connectivity. The T1 circuits utilize Multi Protocol Label Switching (MPLS) through OTech/Verizon managed services. Headquarters utilizes multiple OC3 ( Mbps) for connectivity to OTech. 6. Server Environment/OS All new systems will utilize DMV s virtual server environment. The virtual server environment is run on VMware version 4.1. Operating systems currently supported: i. Microsoft Windows Server version R2. ii. IBM AIX version and 5.0. iii. Redhat Enterprise Linux version 5.4. iv. Oracle Solaris version 10. Load balancing is performed by Citrix NetScaler or F5 Big-IP appliances. The Anti-Virus software used on servers is TREND micro. 7. Desktop and Laptop PC s Desktop and laptop computers are Intel based systems running Windows operating systems (OS). Desktops are currently utilizing Windows XP. The systems will be migrated to Windows 7 in mid The current web browser is Microsoft Internet Explorer. Laptops are currently utilizing Windows 7. Microsoft Office 2010 is the installed productivity suite. All desktops and laptops run McAfee Anti-Virus software. Laptops hard drives are encrypted using SOFOS drive encryption software. 8. Thin Client Terminals DMV currently uses HP thin client terminals for customer service staff in the Field Offices and Headquarters. The terminals utilize HP ThinPro (Linux) as the operating system. The terminals use FireFox version 3.0 for the web browser. This browser version is dependent upon compatibility with DMV s core processing systems. 9. Security Confidential, personal or sensitive information must be encrypted intransit and at rest. Information in-transit must use Transport Layer Security (TLS) to secure communications between system to system and user. Securing information at rest is accomplished by a SafeNet appliance.

8 Exhibit A, Page 3 of 3 Identity and Access Management for new systems will utilize DMV s Tivoli TIM/TAM environment. This environment unifies access management for mainframe and active directory systems. 10. Telecommunications The DMV uses a number for customer service. The Telephone Service Center (TSC) is the primary recipient of the customer calls. The TSC utilizes a phone system hosted by AT&T/Century Link. This phone system currently provides the following features: i. The ability to contact a Telephone Service Representative. ii. The ability for customers to process Vehicle Registration, Driver License Renewal and Vehicle Insurance Reinstatement payments. iii. The ability to make an appointment at a selected Field Office. iv. Automated appointment reminder calls are made 3 days before an appointment. The calls are made between 9 AM and 3 PM. If a customer picks up the call they are given the option to accept or cancel the appointment. This phone system utilizes open interfaces to communicate with various DMV applications to enable these services. Most of DMV s phone systems throughout Headquarters and Field Offices are of the Private Branch Exchange (PBX) type. These small systems are primarily made by Executone. There is an increasing use of Voice over IP (VoIP) phones in the Headquarters environment. The VoIP phones are a hosted Verizon service. 11. Applications DMV is primarily using the JAVA language for custom application development. 12. Database DMV supports the following databases: i. IBM DB2 version 9 ii. Microsoft SQL version 2012 iii. Oracle version Reporting DMV uses the following applications: i. Crystal Enterprise version 10 ii. SAP Business Objects Enterprise version 11.5.