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Supplement 1State of Ohio: Department of Public Safety, Bureau of Motor Vehicles –

Driver’s License/Identification Card System and Operations

Table of Contents

1.0 State of Ohio Driver’s License/Identification Document System and Operations 41.1 Document Security 41.2 Required DL/ID System Enhancements 5

2.0 Driver’s License / ID Solution General Requirements 72.1 Implementation Responsibilities and Requirements 72.1.1 Response Confidentiality and Security Considerations 72.1.2 Sizing and Service Usage Requirements 82.1.3 Compliance with State, Federal and Leading Practices 82.2 Current Technical Environment and Technical Requirements and Considerations 92.2.1 Current Technical Environment 92.2.2 ODPS/BMVBASS Overview and Requirements 92.2.3 Site Networking (minimum specification) 102.3 Image and Signature Capture Requirements 102.3.1 General Process and Requirements 102.3.2 Signature Capture Specific Requirements 112.4 Solution Physical Security Requirements 112.5 Consumables Inventory, Delivery and Security Requirements 112.6 Backup and Recovery Requirements 12

3.0 End-to-End Process and “Chain of Trust” Requirements 133.1 Data Capture and Enrollment 133.2 Entitlement 133.3 Data Assembly and Storage 133.4 Driver’s License / ID Issuance: Printing Production and Delivery 133.5 Post Issuance Requirements 14

4.0 Compliance Requirements 154.1 General 154.2 Compliance and Accountability Considerations 154.3 Requirements Compliance Matrix 15

5.0 Transition from Current Solution Requirements 185.1 Transition Management 185.2 Transition Plan 185.3 Transition Process 195.4 Transition Planning Services 195.4.1 Plan and Analyze. 205.4.2 Solution Design-Build Services 205.4.3 Transition Test/Acceptance 225.4.4 Service Deployment 22

6.0 General Card Requirements 246.1 General Card Formats 246.2 General Card Construction 256.3 General Card Stock and Printing Method 266.4 General Card Security Feature Requirements 266.5 Card Specific Security Requirements 276.5.1 Offeror Response Guidance 276.5.2 Central Issuance Operating Model Offeror Proposals 276.6 State Reference Card Requirements 286.7 Card Testing Requirements 326.8 Card Review Committee (CRC) 326.9 Card Failure and Material Defects 32

7.0 Expedited Card Production and Delivery Requirements 347.1 Expedited Card Background 347.2 Expedited Card Production and Delivery Requirements 347.3 Offeror Proposed Alternative Means for Expedited Card Production 347.4 Ohio Card Production Location Considerations 35

State of Ohio: Department of Public Safety, Bureau of Motor VehiclesSupplement 1 - Statewide Driver’s License/ID System and Operations of 78

8.0 Central Issuance (CI) Operating Requirements 368.1 Permanent Card Central Printing and Card Production Requirements 378.1.1 General Requirements 378.1.2 Central Card Production Facility (CCPF) Requirements 378.1.3 Central Card Production Facility: Site Certification Requirements 388.1.4 Central Card Production Facility and Operations: Security and Privacy Requirements 388.2 Replacement Card Process Requirements 398.3 Sizing and Deployment Requirements 398.4 Inventory Bank and Replacement Equipment Requirements 408.5 Image Capture Requirements 408.5.1 Image Capture Technical Operating Requirements 418.5.2 Image Capture Solution Requirements 428.5.3 Image Consistency Requirements 428.5.4 Counter Camera Mounting Base 43

9.0 Solution Delivery Requirements 449.1 Overall Project Plan 449.2 Project Management and Coordination Services 459.3 Offeror Staffing Plan and Offeror Project Plan 469.4 Project Review Check Point 489.5 Meeting Attendance and Reporting Requirements. 489.6 Utilize the State’s Document Sharing/Collaboration Capability 499.7 Statewide Deployment Plan 499.8 Onsite Delivery, Installation, Delivery and Disposal Requirements 509.9 State Solution Acceptance 519.9.1 System Testing and Acceptance Process and Timing 519.9.2 System Testing and Acceptance Period – Alpha Test Period 529.9.3 System Testing and Acceptance Period – Beta/Pilot Test 529.9.4 System Testing and Acceptance Period – Final System Acceptance 549.10 State Training Plan and Rollout: General Requirements 549.11 Operational Staff Training Requirements 559.12 ODPS/BMV Training Requirements 569.13 Information Technology / Technical Training Requirements 56

10.0 Response Considerations and Other Requirements 5810.1 Assumptions 5810.2 Support Requirements 5810.3 Pre-Existing Materials 5810.4 Commercial Materials 5810.5 Background Check of Offeror Personnel 59

11.0 Offeror Solution Operating Requirements 6011.1 General Operating Requirements 6011.2 Maintenance and Support Plan 6111.3 Remedial, Routine and Preventative Maintenance Responsibilities and Response Times 6211.3.1 Remedial Maintenance and Installation Responsibilities 6211.3.2 Preventative Maintenance Requirements 6211.4 Maintenance Reporting Requirements and Responsibilities 6311.5 Preventive Maintenance and Support Plan 6411.6 Telephone Support and Notification Requirements 6411.7 Solution Element Change Management (Hardware, Software, Devices and Other Offeror Provided Elements) 6511.8 Offeror Release Planning, Communications and Execution 66

12.0 Post Contract Transition and Support Requirements 6812.1 Overview 6812.2 Responsibilities 6812.3 Standards 6912.4 Termination Assistance Plan 7012.5 Termination Management Team 7012.6 Operational Transfer 70

13.0 Reference Data and Other Pertinent Details 7213.1 Deputy Registrar Locations and Hours 7213.2 DL/ID Transactions for Fiscal Year 2012-2015 7513.3 DL/ID Sales by DR/CSC FY 2015 75

14.0 Office of Field Services District Offices 7914.1 ODPS/BMV Facility Access Request Form (SAMPLE) 80


1.0 State of Ohio Driver’s License/Identification Document System and Operations

The State of Ohio, Department of Public Safety (ODPS), Bureau of Motor Vehicles (BMV) is seeking the design, implementation and operation of a solution for the origination, verification, issuance and distribution of its next generation driver’s license and identification (DL/ID) document system. Through this RFP the State seeks to identify a qualified Contractor to provide these services as part of an overall solution to the State while positioning the State for more secure and cost effective methods that comply with State requirements, Federal Standards and position the State for future evolutions of these documents as the State’s preferences dictate and technology allow.

As part of this solicitation, the State also seeks to implement a “central issuance” model that results in a more secure and robust DL/ID offering to the general public. The use of a central issuance model would transition the State from an Over-the-Counter approach to a Central Issuance approach over a proposed limited time period. Offerors are encouraged to carefully review and consider the evaluation criteria in the RFP that contain additional details as to the decision making, evaluation and award format of any contract arising from this RFP. Offerors are additionally encouraged to provide proposals that fully address the central issuance operating model as part of their response as the State will assess the merits, costs, outcomes and other factors associated with the proposed solution.

While the evaluation criteria are more fully detailed and will be followed as represented in the RFP, the general conceptual set of considerations are to originate, issue and manage the DL/ID at the highest possible levels of security at the lowest possible cost to the public on a real, “total cost per card” basis.

1.1 Document SecurityThe purpose of a DL/ID document is to provide a portable, presentable proof of an individual’s identity claims and the privileges associated with that identity. The possession and inherent security of the document relies upon the due diligence of the ODPS/BMV.

DL/ID documents are typically secured by various means including holograms, laser engraving, machine-readable data and so forth. Similar to currency, these ODPS/BMV issued identity documents use methods or technologies that would be difficult or expensive to acquire or duplicate thereby resisting counterfeiting (duplication). Since there is general agreement in the identification business that there will never be a tamper-proof document, often the documents are designed to resist alteration, such that tampering with them should be readily evident and easily identifiable through a rapid visual inspection and cursory examination in normal conditions without the need for tools or aids, thus negating its acceptance as suitable proof of identity. Lastly, technology-based security measures combined with controlled auditing and accountability of the consumable components of the document, and security clearance of individuals handling or accessing these supplies is designed to provide a resistance to replication, which can occur when an unauthorized production of a government document occurs using misappropriated genuine government supplies.

The State of Ohio DL/ID cards are issued by the ODPS/BMV. These documents are used extensively throughout Ohio and across the United States for many identification purposes including:

Driving;

Check cashing;

Banking;

Proof of identity, and

Official proof of identity for access to airports and aircraft as a passenger and certain Federal, State and other facilities that require more stringent forms of identity.


1.2 Required DL/ID System EnhancementsIn order to enhance the security, integrity, and efficiency of the current DL/ID card, the ODPS/BMV and selected solution must collectively:

1. Improve the Security, Integrity & Quality of the DL/ID card

The ODPS/BMV intends to utilize a Central Issuance Solution as long as the State can determine that the methodology meets the technical requirements of this RFP. The Contract will be awarded to the solution that the State determines best meets its requirements for the Project. It is therefore incumbent upon the ODPS/BMV to ensure that all possible measures necessary to prevent the alteration, duplication, and replication of a document issued by the ODPS/BMV have been achieved. Since there is general public acceptance and trust placed in documents issued by State governments, it is also incumbent upon the ODPS/BMV to ensure the highest level of cost-effective document security is applied, thereby affording their constituents the security and safety of a trusted Ohio government credential, while mitigating the risk that may be caused by the compromise of secure Ohio government identification.

This solution must:

Improve the security, integrity, and quality of the Ohio DL/ID card;

Improve card construction, security features, and designs that are more resistant to compromise or fraudulent duplication;

Introduce card designs in which tampering will be readily evident and easily identifiable through a rapid visual inspection and cursory examination in normal conditions; and

Introduce a proactive Card Design Security Program.

2. Reduce Future Risk & Costs

To maintain published operating hours to the public and internal to the State, the solution must:

Increase the ability to prevent fraud and misuse;

Allow the ODPS/BMV to produce American Association of Motor Vehicle Administrators (AAMVA) compliant DL/ID cards;

Require security standards surrounding card production & personnel; and

Should not impede the ability to maintain a 99.5% uptime through the term of the Contract and 99.9% during published Public operating hours.

3. Increase Ohio Residents Privacy & Security

DL/ID printing solution enhancements in collaboration with the ODPS/BMV system must reduce the possibility of identity theft or related fraud while complying with applicable State and federal laws pertaining to the chain of possession and verification of DL/ID data including:

Improve security of the current process;

Provide better inspection of foundation documents;

Utilize technology to prevent identity theft or assumption;

Provide useful evidence and tools for law enforcement investigations; and

Enhance the privacy and security of Ohio residents by limiting access to data.


4. Improve Auditing & Accountability

The State requires an end-to-end operating solution inclusive of hardware, application software, DL/ID generation capabilities, data capture and validation processes, document delivery and post-issuance management that will:

Increase application security;

Increase physical security;

Provide efficient auditing practices; and

5. Position the State to offer Convenience to the Public through the Use of Emerging Technology Solutions in the Future

The State seeks to explore, and when technology and policy conditions prevail, offer digital driver’s license to the public that:

Utilize unique security features and capabilities available on mobile device platforms such as smartphones and other personal digital devices;

Allow dynamic updates to these devices as status, demographic, restrictions, certifications and endorsement conditions change;

Include security features that allow verification of the authenticity of the DL/ID in digital form;

Utilize facial and biometric security and verification features available on mobile/smartphone platforms; and

Offer parity with physical DL/ID offerings from a use, usefulness and convenience perspective while adhering to applicable federal and State laws and standards inclusive of privacy, security and authenticity considerations.


2.0 Driver’s License / ID Solution General Requirements

The State will provide oversight for the Work, but the Contractor must provide and be responsible for overall Work management for the tasks under this Contract, including the day-to-day management of its staff. The Contractor also must assist the State with coordinating assignments for State staff, if any, involved in the Work. Additionally, the Contractor must provide all administrative support for its staff and activities. Throughout the Work effort, the Contractor must employ ongoing management techniques to ensure a comprehensive Work Plan is developed, executed, monitored, reported on, and maintained.

The Contractor must provide a Work Manager for the Work. The Contractor must employ the proposed Work Manager as a regular, fulltime employee on the Proposal submission date and throughout the term of the Contract, including all renewals of it.

The State reserves the right to negotiate with the Contractor at any time during the term of the Contract for any hardware, software, card stock, any other consumables, and Level 1-3 Security Levels and Threat Types 1-4, as needed.

The Contractor must deliver an integrated DL/ID Card solution, which includes all required and necessary hardware, software, driver(s), supplies, and services necessary to perform customer enrollment and renewal transactions, and communicate with interfaces maintained by the ODPS/BMV to store and maintain this information centrally as described in this RFP including, but not limited to:

1) Image and signature capture.2) Central Issuance card production printers.3) All necessary materials and supplies, under a central issuance model, including postage.4) Project management, development, testing, training, and statewide deployment.5) Hardware system service, management, maintenance and support (user/security maintenance, system

maintenance, system software drivers’ upgrades and distribution, etc.) for the proposed DL/ID solution.

At the discretion of ODPS/BMV, additional functionality, enhancements, and expansion may be added to the DL/ID solution while this Contract is in effect. In addition, any upgraded versions of the hardware, when available, may be included as part of the DL/ID solution.

To accomplish the implementation of the DL/ID solution, the Contractor must provide connectivity to the in-house application hosted on the ODPS/BMV internal network, known as BASS (Business Application Services System), system integration testing, training, delivery, installation and hardware maintenance support.

CRITICAL PROJECT “GO-LIVE” DATE: The project, in its entirety, must be delivered and in production and available for processing of drivers licenses and identification cards no later than July 1, 20182.1 Implementation Responsibilities and RequirementsThe ODPS/BMV requires an integrated solution that provides all required and necessary hardware and software products to perform customer issuance transactions, communicate with interfaces maintained by the ODPS/BMV to store this information at locations determined by the ODPS.

The Offeror must provide detailed narratives in their proposal describing their proposed solutions, including all functionality, system capabilities and limitations, and performance capabilities and limitations of the proposed solution.


In addition to the detailed narratives, the Offeror must itemize and describe all proposed hardware and software product components. The Offeror must include a breakdown of each separate component and feature of the proposed solution along with the corresponding technical specifications.

2.1.1 Response Confidentiality and Security ConsiderationsIn order to protect and maintain complete confidentiality of information pertaining to all proposed security features, methodologies, processes, etc. the Offeror must include a marking that reads “Proprietary Security Related Information” and must include the marking next to all content in their proposal and in all supplemental responses that is security-related. Offerors must submit an additional electronic proposal (marked as REDACTED as a PDF) that redacts all confidential and trade secret information that should not be released under any State Public Records requests. This pertains to all security-related content including but not limited to:

Building security and access, security features in the card, card construction, security features in the issuance process, measures that will be used to ensure the safety, security, and privacy of personal information in the DL/ID printing solution, etc. This instruction applies to all supplemental information that may be provided by the Offeror after the original proposal submission for the duration of the procurement process. This information will remain confidential throughout the term of the Contract. Post-contract award, ODPS/BMV reserves the right, and the Offeror agrees that ODPS/BMV can release proprietary information to law enforcement as needed.

Additional functionality, enhancements, and expansion may be added to the DL/ID printing solution while this Contract is in effect, at ODPS/BMV's option. Proposals must describe the Offerors means for implementing future applications, enhancements and expansion with the proposed solution.

2.1.2 Sizing and Service Usage RequirementsThe integrated DL/ID printing solution must provide sufficient capacity to meet annual production needs of approximately 3 million driver’s licenses and identification cards per year as well as any growth in volume over the Contract period. ODPS/BMV intends to Contract for a period of 8 years with a projected total volume over this period of approximately 24 million DL/ID cards. This Contract must include a unilateral option permitting the ODPS/BMV to exercise up to four (4) two (2) year renewal options. Such extension, if exercised, shall continue all originally agreed upon Contract terms.

The annual volumes and 8-year projection of approximately 24 million cards is based upon historical data over the past ten years and projected growth. ODPS/BMV makes no guarantee however on annual or total card volumes over the Contract period. Furthermore, Contractor must ensure that the DL/ID production and delivery is fully operational throughout the period of the contract.

The Offeror must propose a DL/ID printing solution that can achieve these anticipated volumes, as well as any growth in volume, and remain fully operational and supported by the Contractor throughout the period of the contract.

2.1.3 Compliance with State, Federal and Leading PracticesIn order to ensure that the ODPS/BMV will be positioned to meet future Federal and State mandates and requirements, the integrated DL/ID printing solution and any cards produced must be fully capable of being modified by the Contractor to comply with future Federal and State mandates, requirements and timeframes.

It is the ODPS/BMV’s intent to solicit guidance from the Contractor on recommendations and experiences that the Contractor has with state/federal (U.S.)/International standards involving personal identity verification, security and privacy of confidential information. The ODPS/BMV believes that demonstrated knowledge of the basis of these standards and secondarily the application of these standards to working systems is extremely important to the compliance that ODPS/BMV will need to demonstrate in the performance under this engagement. The compliance could take the shape of new standards imposed after the initial phase of this contract, which would require that the DL/ID printing solution/system be retrofitted to demonstrate compliance. Additionally, it is more


than likely that, after implementation of the proposed DL/ID printing solution/system, standards will be passed that makes compliance by the DL/ID printing solution/system necessary, which would require modification of the implemented DL/ID printing solution/system to comply with the new standard(s).

The Offeror must provide in their proposal a detailed discussion regarding the Offerors breadth of knowledge and understanding of how such standards/publications/programs fit in with the initial deployment of the proposed DL/ID printing solution. Also discuss the flexibility of the Offeror and their proposed DL/ID printing solution to meet federal or international standards related to personal identity verification, security and privacy of confidential information. The Offeror should provide specific references to pertinent standards/publications/programs. Describe knowledge, demonstrated ability, understanding, and general or specific experience the Offeror has in implementing DL/ID printing solutions/systems using the various standards/publications/programs and how such efforts have increased the security and personal identity verification features of these DL/ID printing solutions/systems.

2.2 Current Technical Environment and Technical Requirements and ConsiderationsThe Offeror must use the ODPS BASS, desktop computer environment, and adhere to the State Computing Architecture standards (Supplement Two) as the basis for developing their proposed solution. The ODPS/BMV will provide the necessary network connections for connectivity at the DR and BMV locations. If a desktop computer solution is proposed, the proposed solution must work with the terminal devices at the DR and BMV locations.

2.2.1 Current Technical Environment The desktop computer operating system is Windows 7. The method to provide DL/ID issuance is through the BASS application, which runs in an Internet Explorer 9 browser in compatibility mode.

The existing Signature Pads, Camera and Printer are operated on the desktop computer with Microsoft Windows XP Embedded Version 2002 SP2 installed. Signature Pads and Camera are connected to the existing desktop via the USB interface.

Minimum Specifications for the desktop computer:

Dell OptiPlex 9020 Mini-Tower Computer with one of two Windows configurations

Windows Professional 32-BitWindows Enterprise N 64-Bit

Processor Intel i5 @ 3.30 GHzMemory 4.00 GB DDR3Ports - Front 2 USB 2.0

2 USB 3.01/8” Mic1/8” Headphone

Ports - Rear 4 USB 2.02 USB 3.01 PS2 Keyboard1 PS2 Mouse1 10/100/1000 Network, RJ-451 Serial1 Video VGA2 Video Display Port1 1/8” Mic1 1/8” Speaker

Expansion Slots FrontRear2 PCI-Express x161 PCI1 PCI Express x1

Network 10/100/1000 NICGraphics Card Intel HD Graphics 4600


2.2.2 ODPS/BMVBASS Overview and RequirementsThe Deputy Registrars and Reinstatement Service Centers use a system known as BASS (Business Application Services System) as the front-end application for all customer facing BMV transactions. BASS is an in-house application hosted on the ODPS/BMV internal network written in VB.NET that utilizes ASP.NET Webforms with the Microsoft .NET 4.0 framework. The application uses client-services for many functions and currently utilizes a SQL Server 2005 database with an upgrade in progress to 2008R2 or 2012.The web-based application provides numerous services to its customers including high volume items such as issuing Vehicle Registrations, Driver’s Licenses (DL), Reinstatements and ID Cards.

The main goal of BASS is to provide a system that is user-friendly, while streamlining the issuance of up to 3.3 million DL/ID Cards and processing over 15 million Vehicle Registrations transactions annually. The system interfaces real-time to the back-end DL/ID and VR systems and handles all point-of-sale (POS) functionality. There are also several other internal interfaces as well external interfaces with AAMVA for items such national driver and SSN information. BASS also provides bank deposit information, updates a central deposit system and includes numerous other services offered by the DRs (e.g. Driver Record Abstracts, Special Plates, Salvage Title Inspection Receipts, CDL Test Receipts, and Motor coach Bus Inspections, Driver Images, Print on Demand VR Stickers and many other POS items).

Beyond that, the BASS application includes the Driver Exam (DX) stations for the integration of driver knowledge and road tests to the driver licensing process which provides a seamless paperless process to update the test information in BASS, and allow the DRs to issue the plastic card permits and licenses.

2.2.3 Site Networking (minimum specification)Each agency location currently has two (2) DL/ID printers. The minimum specifications are:

Two (2) data cables up to 290 feet in length between the existing network rack and locations designated or approved by DTS at all Class 6-8 agencies which are listed in the Reference Data and Other Pertinent Details section of this Supplement.

One (1) data cable up to 290 feet in length between the existing network rack and locations designated or approved by DTS at all Class 1-5 agencies which are listed in the Reference Data and Other Pertinent Details section of this Supplement.

24-port patch panel, if needed, to support additional cable drops.

Testing all installed cables to ensure compliance with EIA/TIA 568B standards.

2.3 Image and Signature Capture RequirementsThe Offeror must describe its proposed image capture solution, including capabilities, in detail. The Offeror must describe how its proposed image capture solution will utilize the ODPS/BMV environment and integrate with the BASS application.

All proposed solutions must offer improved ease-of-use, increased reliability, heightened image accuracy, and superior performance. The image capture station will also run on the BASS servers.

2.3.1 General Process and Requirements1) The proposed image capture solution will capture the applicant’s image and then automatically center and

crop it according to the ODPS/BMV’s specifications. 2) Following an acceptable capture, the BMV operator will capture the applicant’s signature using the

ODPS/BMV provided signature capture device and present the operator the opportunity to verify the accuracy of the image and the signature with the applicant.


3) Once verified, the image and the signature files will be submitted to the BASS DL/ID application. 4) When BASS has fully assembled the DL/ID image, it will transfer the final formatted data back to the BMV

operator’s workstation. 5) The imaging application must allow the operator to discard any unsatisfactory image and signature then

repeat the procedure at any step in the process to ensure that all photographs and signatures are optimally accurate.

6) As a final verification, the BMV operator must be able to view the image of the DL/ID onscreen using the ODPS/BMV licensing application to ensure the image’s accuracy.

7) Upon final verification by the BMV operator, the DL/ID will be routed to print remotely at the Contractor provided central printing location(s).

8) Any drivers for the imaging system and the signature device, will reside on the Desktop computer. All operations that involve interaction with applicants will occur at the local workstation.

2.3.2 Signature Capture Specific RequirementsThe Offeror must describe how its proposed Signature Capture Solution (i.e., software driver and capture software) provides absolute consistency.

The State requires:

Signature is captured by asking the applicant to sign using the ODPS/BMV provided signature pad;

The signature image must be transferred to the ICS and associated with the applicant image;

A simple, familiar process to capture the applicant’s signature that requires minimal instructions to the applicant;

Signing on the pressure-sensitive back-lit LCD screen of the device with a stylus;

Applicants are able to see their signature as they sign as the pen strokes are recorded on the writing surface in electronic ink;

The signature image will be displayed on the operator’s monitor, allowing the signature image to be approved by the operator before it is saved;

The signature image will be captured in high resolution (at least 200dpi) and stored in compliance with the AAMVA DL/ID-2013 specifications; and

Integration of signatures with the BASS system to ensure performance within the ODPS/BMV BASS environment.

2.4 Solution Physical Security RequirementsAny image capture devices, and signature pads at each BMV facility must be secured to the counter to deter theft.

The Offeror must provide anti-theft solutions and security measures for all Contractor provided equipment. This may include easily removable and replaceable consumables, affixing the equipment to countertops via fasteners, locks, or other methods, mechanisms to render the machine inoperable in the case of theft or damage to the equipment.

Any equipment located at the Contractor facility involved in the production of Ohio DL/ID cards, storage of State data or software must be locked and physically inaccessible to persons not involved in the production of State DL/ID cards.

2.5 Consumables Inventory, Delivery and Security RequirementsThe Contractor must provide and deliver all necessary materials, consumables and supplies for producing DL/ID’s directly to each DR and BMV location. All deliveries must be inside certified delivery to the designated staff person provided after award.


The Contractor must maintain an inventory of materials and supplies at each printing location and must replenish supplies according to a mutually agreeable consumables replenishment process and maintain the required operational supply at each location. The Contractor must maintain 120-day operational supply centrally at each printing location. The size of the 120-day supply will vary and be based on processing volumes at each site. All supplies must have a shelf life of at least six months from the date of delivery to the ODPS.

2.6 Backup and Recovery RequirementsThe Offeror must include a backup and recovery plan and solution for all components of the proposed DL/ID solution.

Any proposed software elements that run on State hardware/servers must be thoroughly integrated with the BASS application. Any proposed software, data or device driver software that requires the State to accommodate backup or recovery must be clearly indicated as part of the Offeror response. Absent this indication, the State will require the Contractor to perform backup and restore operations for all such elements as part of the Offeror solution, and as Contractor, in performing the work.

The State will be responsible for the backup and recovery of all State owned computing elements.

As part of the response to this RFP, the Offeror should indicate all software, data and device elements that require backup, the responsibility of performing such backup/restore (e.g., “State” or “Contractor”) and the frequency in which backups need to occur (e.g., “Daily”, “Weekly”, “Monthly” etc. or “Ad hoc prior to implementation of system changes” etc.).


3.0 End-to-End Process and “Chain of Trust” Requirements

The Offeror will propose, and as Contractor, implement and operate the overall system to ensure that the end-to-end process has a high degree of integrity, auditability, security and resistance to exposure to fraudulent use of systems, software, imaging devices, networks, device drivers, consumables (e.g., card stock, inks and other card-based security attributes) and central DL/ID card production capabilities. The State acknowledges that many Offerors may have a variety of Offeror-specific means and methods to ensure that (for Offeror provided elements of the solution) the end-to-end process adheres to the following requirements at a minimum:

3.1 Data Capture and Enrollment BMV User/Operator validation and login/password authentication, tracking and logging.

Capture, validate and authenticate DL/ID customer biographical and credential information.

Digital signature stamping and change control of source documents, images and signatures, and other customer data collected at the point of application (generally a BMV location).

Secure and encrypted storage (data at rest) and transmission (data in motion) of all customer data and data that is subject to fraudulent access, alteration or duplication.

3.2 Entitlement Automatic checking and validation of DL/ID provided information against existing State and (if applicable)

Offeror proposed data stores.

Validation of DL/ID restriction, class, and endorsement and limitation data to ensure that the DL/ID is authorized to request and receive the credential requested.

Secure transfer of encrypted data between the Offerors provided solution elements and State systems and devices.

3.3 Data Assembly and Storage Secure assembly and storage of the data elements and images that comprise a DL/ID card.

Secure and encrypted storage (data at rest) and transmission (data in motion) of all customer data and data that is subject to fraudulent access, alteration or duplication.

BMV User/Operator validation and login/password authentication, tracking and logging for those elements that are accessible to BMW User/Operators.

Offeror User/Operator validation and login/password authentication, tracking and logging for those elements that are accessible to Offeror User/Operators.

Logging of any access to the system by any party as well as all records added/changed/updated or deleted by any Contractor personnel using State data.

3.4 Driver’s License / ID Issuance: Printing Production and DeliveryThe Offeror will design, propose, and as Contractor implement a system that will ensure:

Limited and audited physical access to any device under Contractor control or accessed physically or remotely by Contractor personnel involved in the end-to-end process inclusive of State provided workstations, software, networks, image and signature capture devices, distributed printers or (under central issuance) centralized printers.


Inventory management and tracking of all consumable elements that comprise an Ohio DL/ID card including those: 1) used in production; 2) identified as not production; 3) all elements considered waste, spoilage, containing defects or otherwise unusable.

Tracking of all: new issuance; replacements; or renewals of DL/ID cards, as well as any data attributes on cards that have changed or been updated since the last issuance.

Tracking of all DL/ID cards printed and under the central issuance model released to distribution via USPS or other means.

Tracking of all DL/ID cards identified by the State as not received, reprinted, received defective or with erroneous details.

3.5 Post Issuance Requirements Integration with State reporting systems and processes to manage DL/ID updates, renewals, revocation, class

and restriction and endorsement updates.

Integration with State systems to manage DL/ID replacements and renewals.

Integration with State systems to assist law enforcement in assessing the validity of any DL/ID in circulation as issued by the State using the Offeror provided solution.


4.0 Compliance Requirements

4.1 GeneralAAMVA provides the template in section 4.3 to assist the states in their submission of a certification package towards acceptable programs that would satisfy provisions of the federal law for acceptable identification. The Department of Homeland Security (DHS) has noted that submission of plans towards a more secure driver’s license or identification credential should not be viewed as implicit compliance with the Act. The Federal regulations specifically authorize DHS to accept information that would document that State programs are comparable to the standards of the regulation.

The State of Ohio seeks, as a result of this RFP, a system that supports conformance to DHS Compliance Requirements as it relates to those elements provided by the Contractor, the Offeror’s proposed solution, the Work performed by the Contractor, or at Contractor provided location(s).

The Offeror will provide as part of their solution, and as Contractor implement following the award of the Work, a solution that supports the State’s compliance with the following thirty-nine (39) requirements in their totality.

4.2 Compliance and Accountability ConsiderationsWhere the Offeror’s solution is wholly responsible for providing the State the ability to comply with the Public Law Pub.L. 109–13, 113 Stat. 302 (hereinafter, 109-13) Act Section(s), Offerors are to indicate a “Yes” or “No” in the ‘Proposed Solution is Compliant’ of their response to indicate their support of the State’s compliance with these requirements.

Where a State policy, business process or personnel (or combination thereof) is directly responsible for providing the State the ability to comply with the 109-13 Section(s), but are reliant upon the Support of the Offerors Proposed Solution, Offerors are to indicate a “Yes” or “No” in the ‘Proposed Solution Supports State Compliance’ section of the below response to indicate their support of the State’s compliance with these requirements.

4.3 Requirements Compliance Matrix

# 109-13 Act Section Compliance Requirement

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e1 § 37.11(a) Subject each applicant to a mandatory facial image capture and retain such image even if

a driver’s license (DL) or identification card (ID) is not issued ODPS/BMV responsibility

2 § 37.11(b) Have each applicant sign a declaration under penalty of perjury that the information presented is true and correct, and retain this declaration pursuant to § 37.31.

ODPS/BMV responsibility

3 § 37.11(c) (1) Require an individual to present at least one of the source documents listed in subsections (i) through (x) when establishing identity


4 § 37.11(d)-(g)

Require documentation of: Date of birth Social Security Number Address of principal residence Evidence of lawful status


5 § 37.11(h) Have a documented exceptions process that meets the requirements established in 37.11(h)(1)-(3) (if States choose to have such a process)


6 § 37.13(a) Make reasonable efforts to ensure that the applicant does not have more than one DL or ID already issued by that State under a different identity




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7 § 37.13(b)(1) Verify lawful status through SAVE or another method approved by DHS ODPS/BMV responsibility

8 § 37.13(b)(2) Verify Social Security account numbers with the Social Security - or another method approved by DHS


9 § 37.15(b) Issue DL and IDs that contain Level 1, 2 and 3 integrated security features

10 § 37.17(a)-(l)

Surface (front and back) of cards include the following printed information in Latin alpha-numeric characters: Full legal name Date of birth Gender Unique DL/ID number Full facial digital photograph Address of principal residence [with exceptions] Signature [with exceptions] Date of transaction Expiration date State or territory of issuance

11 § 37.17 (n) Commit to mark materially compliant DL and IDs with a DHS-approved security marking ODPS/BMV responsibility

12 § 37.21 Issue temporary or limited-term licenses to all individuals with temporary lawful status and tie license validity to the end of lawful status


13 § 37.41 Have a documented security plan for DMV operations in accordance with the requirements set forth in § 37.41


14 § 37.41(b)(2) Have protections in place to ensure the security of personally identifiable information

15 § 37.41(b)(5) (i)-(ii)

Require all employees handling source documents or issuing DLs or IDs to attend and complete the AAMVA approved (or equivalent) fraudulent document recognition training and security awareness training


16 § 37.45Conduct name-based and fingerprint-based criminal history and employment eligibility checks on all employees in covered positions or an alternative procedure approved by DHS

17 § 37.51 (b)(1) Commit to be in material compliance with Subparts A through D no later than January 1, 2010 or within 90 days of submission of this document, whichever date is earlier


18 § 37.71 (b)(1) Clearly state on the face of non-compliant DLs or IDs that the card is not acceptable for official purposes, except for licenses renewed or reissued under § 37.27


19 § 37.05(a) Issue Pub.L. 109–13 DL/ID compliant cards valid for a period not to exceed eight years ODPS/BMV responsibility

20 § 37.11(i) Take sufficient steps in issuing Pub.L. 109–13 compliant DL/ID cards to safeguard the identities of persons identified in section 37.11(i)


21 § 37.13(b)(3) Verify birth certificates ODPS/BMV responsibility

22 § 37.13(b) Verify a U.S. passport, Consular Report of Birth Abroad, and U.S. Visa with accompanying valid I-94


23 § 37.13(b)(5) Verify Pub.L. 109–13 compliant driver’s licenses and identification cards with the State of issuance


24 § 37.15(a)(1)Include document security features on Pub.L. 109–13 compliant DL/ID cards that are not capable of being reproduced using technologies that are commonly used and made available to the general public.

25 § 37.15(d) Conduct a review and submit a report to DHS on card design and the ability of the card to resist forgery and counterfeiting

26 § 37.19 (a)-(j)§ 37.21(e)

Include all of the information on the face of the card in the PDF-417 Machine Readable Zone of the card and, in addition, the: Card design revision date Inventory control number



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27 § 37.21

Prior to renewing temporary or limited-term driver’s license or identification cards, require applicants to: Indication that license is temporary or limited-term Present valid documentary evidence that their qualification is still in effect or that they

have qualified for another lawful status; and Verify information presented through SAVE, or another method approved by DHS


28 § 37.23(a) Have a procedure in place to verify an applicant’s identity each time a Pub.L. 109–13 compliant DL/ID card is reissued.


29 § 37.23(b) Conduct remote re-issuance, if permitted, in accordance with section 37.13 verification procedures (excluding re-issuance of duplicate cards).


30 § 37.23(c) Require in person re-issuance when there is any material change in personally identifiable information since prior issuance, as defined in § 37.03. Such information must be verified as specified in 37.13


31 §37.25(a)(1)-(3)

Prior to renewing a Pub.L. 109–13 compliant DL/ID: Take an updated photograph of all holders of Pub.L. 109–13 compliant driver’s

license and identification cards no less frequently than every sixteen years Re-verify applicant’s SSN and lawful status, as well as information it was unable to

verify at previous issuances or renewals because systems or processes did not exist.


32 §37.25(b)(1)-(2)

If remote Pub.L. 109–13 compliant renewals are permitted: Re-verify the applicant’s information through SAVE and SSOLV (or other methods

approved by DHS) Prohibit the remote renewal of Pub.L. 109–13 compliant DL/ID when there is a

material change in personally identifiable information, as defined in §37.03.


33 § 37.29

Not permit an individual to hold more than one Pub.L. 109–13 compliant document, and no more than one DL Prior to issuing a Pub.L. 109–13 compliant driver’s license, query other States to

determine if applicant has already been issued a driver’s license or Pub.L. 109–13 compliant identification card; Confirm that the other card has been, or is being, terminated

Prior to issuing a Pub.L. 109–13 compliant identification card, query other States to determine if applicant has already been issued a Pub.L. 109–13 compliant DL/ID; Confirm that the other card has been, or is being, terminated


34 §37.31(a)(1)-(3)

Retain copies of the application, declaration and source documents. Paper copies and microfiche must be retained for seven years. Digital images must be retained for a minimum of ten years.


35 §37.31(b)(1)-(3)

If digital imaging is used to retain source documents: Store photo images in a JPEG compatible format Store document and signature images that are compressed in Tagged Image Format

(TIF) or comparable standard Require that all images are retrievable by the DMV if properly requested by law

enforcement

36 § 37.33(a)-(b) Maintain a DMV database containing, at a minimum, items identified in 37.33(a)(1)-(4) ODPS/BMV responsibility

37 § 37.41 (b)(4) Implement documented procedures for controlling access to facilities and systems involved in the enrollment, manufacture, production and issuance of DL/IDs

38 § 37.43Ensure the physical security of locations where driver’s licenses and identification cards are manufactured or produced, and the security of document materials and papers of which such cards are produced.

39 § 37.55

Submit Final Certification package, to include; Full compliance certification checklist Attorney General letter Certification by highest level executive official in state overseeing DMV Description of states exceptions process per §37.11(h), waiver process (per §37.45(b)

(1)(v)) State security plan (per §37.41)



5.0 Transition from Current Solution Requirements

The Contractor will be responsible for supporting the onboarding of supported systems, system components, documentation and related operational support roles in transitioning from the State of Ohio’s current DL/ID Contractor to their Service to enable the Services to be provided under the Scope of Work to the extent defined and agreed within this SOW. The Contractor’s responsibilities with respect to Transition Services include the tasks, activities and responsibilities listed below.

5.1 Transition ManagementDuring the period beginning on the Effective Date and ending upon completion of all Contractor responsibilities as required in the State of Ohio and Contractor agreed Transition Plan. The Contractor will plan, prepare for and conduct the migration of systems, data, interfaces and operations (the “Transition”). Transition will include the migration of systems and related operational support from current Contractor facilities, locations and personnel to the proposed facility/location(s) and solution as required by the State of Ohio herein.

The Contractor will:

Coordinate with the State of Ohio and Contractor network provider to schedule the installation of any required secure connectivity into Contractor Service Delivery Center(s);

Implement processes and controls as to not otherwise disrupt the State of Ohio business operations, including the interfaces between the State of Ohio and various 3rd parties;

Specify costs and effort associated with Transition and otherwise performing such migration tasks as are necessary to enable the Contractor to provide the Services, including the completion of Transition.

The State of Ohio will:

Obtain and provide current information, data and documentation related to the Transition (for example, 3rd Party supplier and the Contractor information, facility data, inventory data, existing operational processes and procedures, systems documentation, configuration documentation), decisions and approvals, within the agreed time periods;

Support the establishment of secure network connections from State facilities to Contractor service delivery or operations center(s);

Assist the Contractor in identifying, addressing and resolving deviations from the Transition Plan and any business and technical issues that may impact the Transition; and

Develop the Transition meetings (i.e., planning, review and status) schedule with the Contractor and the current Contractor, including the frequency and location, and attend such meetings in accordance with the established schedule.

5.2 Transition PlanTransition will be conducted in accordance with a written plan (the “Transition Plan”) which will include the items below. The Transition Plan will be created as a deliverable. The Contractor will be responsible for creating, revising and finalizing the Transition Plan, provided that: (1) the Contractor will cooperate and work closely with the State of Ohio in finalizing the Transition Plan (including incorporating the State of Ohio agreed comments); and (2) the final Transition Plan will be subject to written approval by the State of Ohio.

The Transition Plan will contain:

An inventory and description of the operations being migrated;


Baseline performance attributes of the system/environment being migrated to validate that system performance post-migration is not adversely impacted;

A description of the documentation, methods and procedures, personnel and organization the Contractor will use to perform the Transition;

A detailed schedule of migration activities inclusive of State, current Contractor and Contractor staff (generally Microsoft Project GANTT);

A detailed description of the respective roles and responsibilities of the State of Ohio, the current Contractor and the Contractor during the Transition;

Any other information and planning artifacts as are necessary so that the Transition takes place on schedule and without disruption to the State of Ohio operations;

A definition of completion criteria for each phase of the Transition Plan, with required specificity such that all Parties may objectively determine when such phases have been completed in accordance with the plan;

A process by which the State of Ohio may require the Contractor to reschedule all or any part of the Transition if the State of Ohio determines that such Transition, or any part of such Transition, poses a risk or hazard to the State of Ohio’s business interests and allowing the State of Ohio to require the Contractor to reschedule all or any part of the Transition for any other reason; and

Validation of successful Transition inclusive of user acceptance and assessment of acceptable performance with respect to comparison to baseline operational and performance attributes collected during preceding phases (i.e., design, build, and test) outlined herein.

The State of Ohio will:

Reasonably cooperate with the Contractor to assist with the completion of the Transition;

Manage current Contractor facing efforts and cooperation with agreed Contractor created roles, responsibilities, plans and requirements; and

Approve or reject the completion of each phase of the Transition Plan in accordance with the acceptance criteria after written notice from the Contractor that it considers such phase complete, such approval not to be unreasonably withheld. The Contractor must receive written notice of such approval or rejection for any work element, phase or deliverable to be deemed accepted by the State of Ohio.

5.3 Transition ProcessNo functionality of the current operations being transitioned will be disabled until the new Contractor provided service is demonstrated to materially conform to the requirements set forth in any related Statements of Work and operationally performs and is conformant to agreed-upon Service Levels, and has been accepted by the State of Ohio.

As part of Transition, the Contractor will:

Inventory, track and report all State operational software on supported servers.

Obtain the required consents necessary to transition such software on a Supported server at no cost to the State of Ohio.

The State of Ohio reserves the right to monitor, test and otherwise participate in the Transition as described in the Transition Plan. The State of Ohio, the current Contractor and the Contractor will develop a mutually agreed upon responsibility matrix for discrete activities tasks as part of the transition planning process. The State of Ohio will provide availability of the Contractor Application support group to the Contractor according to such agreed-to responsibility matrix in the Transition Plan.


5.4 Transition Planning ServicesIn the delivery of Planning Services, the Contractor will perform the following functions:

Define and Prioritize the effort

Define stakeholder goals and expectations.

Define high-level requirements and the scope of Transition.

5.4.1 Plan and Analyze.The tasks and activities to be performed by the Contractor as part of the planning and analysis phase of the existing computing environment will include the following at a minimum:

The Contractor will be responsible for managing the process and preparing a scope and operations portion of the Transition Plan which will include assessing the resource requirements (either hardware, software or personnel), time requirements, known impact or dependencies on other Projects, and other information as required as mutually agreed to by the Parties.

The Transition Plan will accommodate solution development or alternative sourcing and implementation options including, where applicable, providing build versus buy analysis and support.

The Contractor will provide support to the State of Ohio in the creation and evaluation of proposed strategies and standards to coordinate information and solution architecture across the BMV sites within the State of Ohio.

The Contractor will conduct weekly progress reviews with appropriate State personnel.

The Contractor will prepare a detailed transition plan which includes an estimate of the schedule and labor for the design, development, implementation and training required for each phase contained in the plan. Each transition plan will, at a minimum: (i) include schedules that specify a detailed level of activity, including the planned start dates, completion dates, hours and other required resources for activities to be performed by the Contractor (and the State of Ohio where applicable) pursuant to the phase for which such Transition Plan was developed; (ii) identify any pre-existing software components (e.g., code libraries) and tools to be used; (iii) licensing or purchase requirements of any 3rd Party components, tools or software elements including Systems software, operational tools and instrumentation, operational productivity aids and other tools required to deliver the solution to the State of Ohio; (iv) include a detailed list of the deliverables and milestones (with planned delivery/completion dates) and the phase management reports that will be provided; (v) describe any assumptions made in compiling the plan; and (vi) identify any the State of Ohio dependencies or personnel requirement assumptions.

The Contractor will establish baseline performance levels of supported servers, processes (both online and batch) and other measurable elements of system performance for the current “status-quo” environment to be used as the basis for performance validation prior to the conclusion of the Transition Period.

Identify potential risks due to uncertainty with the solution’s complexity and feasibility.

Coordinate and confirm the State of Ohio approval of phase requirements as stated above.

5.4.2 Solution Design-Build ServicesThe Contractor will develop and build operational, technical and functional designs for each service domain of the computing environment. The environment design and build Services will also include the following:

Design Responsibilities

The build designs will include, where applicable based on the size, complexity and requirements of the system(s), supported server(s) or application(s), design of files, databases, forms, user interfaces, reports, security, system performance and availability instrumentation, audit trails of the transactions processed, provision for parallel


testing, development of fallback procedures, provision for recovery procedures from production failures, disaster recovery procedures, creation of job scheduling, and provision for on-line viewing of reports. As part of the design process, the Contractor must also:

Design State required and Contractor committed reports and forms.

Design integrated solution components and interfaces to State systems.

Design environment, data conversions/migrations, processes and procedures as agreed necessary.

Compile and maintain solution incident lists.

Document design specifications and work with the State of Ohio to create applicable completion criteria in accordance with meeting Production Processing and other defined SLA requirements.

Conduct quality and progress reviews with appropriate State personnel.

Establish assembly, configuration, environmental, performance, and user acceptance test plans.

Provide the State of Ohio with regular reports tracking the progress of the Contractor’s design work.

In addition, the Contractor must provide timely responses to State requests for information and reports necessary to provide updates to State business units and stakeholders.

Build Responsibilities

The Contractor will be responsible for generating, and thereafter operating and maintaining system(s) environments required to complete and implement the solution platform in support of the proposed solution as part of delivery of the overall Service. The State of Ohio will be responsible for the operation and maintenance of BASS and all related environments.

The Contractor will provide for the development or update of operational documentation to a level sufficient to operate the supported environment at agreed-upon Service Levels and incorporate the use of documentation standards, reviews, and audit trails, including release control.

User walk-through or demonstrations of the systems environment will be reasonably provided upon request. The Contractor’s documentation must include the creation and testing of test and production procedures and job schedules, as appropriate.

The Contractor must also perform the following tasks and activities in connection with building systems environments:

Perform detailed technical design as agreed appropriate.

Build solution components to support approved design specifications.

Configure and customize solution user interfaces, process and procedures as required.

Configure and customize integrated solution components and interfaces to State systems.

Document solution and refine applicable user acceptance/validation criteria.

Develop any applicable State-specific Transition training materials.

Develop training material to support the agreed-upon approach and methods of delivery.

Conduct Service build progress reviews with appropriate State personnel.

Coordinate and confirm the State of Ohio approval of solution components and verification of applicable completion criteria for transition into test/validation activities.

Provide the State of Ohio with reports on a weekly basis tracking the progress of the Contractor’s performance of Service build activities and deliverables. In addition, the Contractor will provide timely responses to the State


of Ohio requests for information and reports necessary to provide updates to the State of Ohio leadership and stakeholders, as reasonably required.

5.4.3 Transition Test/AcceptanceAll supported environments will be subject to a formal validation testing and acceptance process as stated in this Supplement, that uses objective and thorough test or validation criteria established by the Parties that will allow the Parties to verify that each element of the Transition meets the specified functional, technical, operational and where appropriate, performance requirements. The testing and acceptance process will be developed for each element of the Transition as soon as possible after confirming and documenting State requirements. The testing and acceptance process will include a capability for tracking and correcting problems. The tasks and activities that the Contractor will perform as part of the testing and acceptance process related to the Transition will also include the following:

Develop and maintain test data repositories as agreed appropriate;

Develop test plans, scripts, cases and schedules as agreed appropriate;

Perform the following testing activities for in-scope components and assess quality and completeness of results.

Include product test including integration/interface testing and regression testing new releases of existing in-scope solutions.

Provide testing as required to perform the system and user acceptance testing work for the supported servers, and where appropriate performance validation testing period. The testing will be designed and maintained by the Contractor so that build and subsequent testing activities will be sufficient to verify that End-User perceived performance on the Contractor provided environment is consistent with the pre-transfer baseline and to minimize incidents associated with the migration of environments to the Contractor;

Conduct quality and progress reviews with appropriate State personnel;

Document State approval of solution components and verification of applicable completion criteria for transition into deployment and production (steady-state) use; and

Provide the State of Ohio with reports on a weekly basis tracking the progress of the Contractor’s performance of testing work, or in the case of user acceptance testing, support of State activities. In addition, the Contractor will provide timely responses to State requests for information and reports necessary to provide updates to State business units and stakeholders, as reasonably required. The Contractor will also provide the State of Ohio with a services connection portal that tracks progress of the Contractor’s performance of testing work upon request.

5.4.4 Service DeploymentThe Contractor will be responsible for the production deployment and rollout of any Contractor-provided technical components required to support the solution over the term of the Contract. Deployment includes identification of interfaces and any required data migrations, installation and testing of, installed Systems software, and any required testing to achieve the proper rollout of the infrastructure computing environment(s). The Contractor will comply with the State of Ohio required implementation and deployment procedures as set forth in this SOW, which may include, network laboratory testing, data migration procedures, the use of any pre-production or pseudo-production environment prior to production migration.

The Contractor will:

Submit to the State of Ohio, for the State of Ohio approval, in accordance with this Supplement, a written deployment plan describing the Contractor’s plan to manage each such implementation.


Execute required migrations that follow a mutually agreeable and documented process that includes clear roles, responsibilities and review/approval steps for participating parties.

Perform required data matching activities and error reporting.

Document incidents and provide to the State of Ohio for resolution.

Coordinate and confirm the State of Ohio approval of data conversion results as agreed.

Collaborate on production pilot(s) and fine tune solution as agreed appropriate.

Compile and maintain solution incident lists.

Support State deployment communication efforts including identifying required communication recipients and communicate deployment activities to stakeholders.

Evaluate detailed communication feedback from recipients and stakeholders including the effectiveness of and need for additional communication.

Determine the requirements and develop materials for End User training for the computing system(s) or environment(s) resulting from Transition, including the rollout of job-aids, self-study guides and computer-based training and train-the trainer activities, so that the State of Ohio can implement training based on the Offeror proposed solution.

Support training activities as mutually agreed in the Transition Plan including confirm timeframe, type, content, and target user audience of planned training.

Conduct weekly quality and progress reviews with appropriate State personnel.

Transition operations to the Offeror solution support to steady-state operations maintenance team as provided in the Transition Plan.


6.0 General Card Requirements

6.1 General Card Formats The proposed DL/ID card formats must be highly secure. In addition to the standard horizontal DL/ID card formats, the ODPS/BMV requires the production of an under age 21 driver’s license and state ID card in a vertical format.

The following are the general card formats required:

1) Regular driver’s license (including regular driver’s license, learner’s permit, CDL, and CDL instruction permit) in a horizontal format.

2) Under age 21 driver’s license (including driver’s license, learner’s permit, CDL, and CDL instruction permit) in a vertical format

3) Regular state ID card (horizontal format). 4) Under age 21 state ID card (vertical format). 5) All driver’s licenses and ID cards must include a color photo.

The proposed solution must be flexible and capable of modifying or adding card formats for additional card stocks, types, or designs at any time during the Contract, including a supply of Pub.L. 109–13 compliant card stock, if required.

The Offeror must possess highly secure card design and formatting capabilities and offer these to the ODPS for the origination of the above stated card types/formats. The ODPS/BMV will work with the Contractor to finalize card designs that the Contractor must create during the detailed design phase of the DL/ID solution project. The ODPS/BMV will have final authority to determine card design, and acceptance of card designs will be determined by the BMV Registrar.

Upon completion and approval of any/all card designs or customized holographic laminates, etc., the ODPS/BMV will exclusively and perpetually own all designs, diagrams, layouts, artwork, or similar materials with the exception of any Department of Homeland Security or other Pub.L. 109–13 mandated customized security features. The Contractor must promptly provide a written acknowledgement satisfactory to the ODPS/BMV to evidence the ODPS/BMV’s sole ownership and provide information to the ODPS, which may be required to copyright these designs or original artwork in the name of the ODPS/BMV and the State of Ohio.

The physical characteristics and dimensions must conform to ISO/IEC 7810. The magnetic stripe area must conform to ISO/IEC 7811-6 for Tracks 1, 2 and 3.

Narrow element dimension. The narrow element dimension (X dimension) range must be from .170mm (.0066 inch) to .380mm (.015 inch) as determined by the printing capability of the supplier/printer. Symbols with narrow elements at the lower end of this range, i.e., .170mm (.0066 inch) to .250mm (.010 inch), may require special care to meet the print quality requirements of this standard.

Row height. The PDF417 symbol must have a minimum row height (height of the symbol element) of three (3) times the width of the narrow element (“X” dimension). Increasing the row height may improve scanning performance but will reduce the number of characters that can be encoded in a given space.

Quiet zone. The PDF417 symbol must have a minimum quiet zone of 1X (X = the narrow element dimension) above, below, to the left, and to the right. The quiet zone is included within the calculator of the size of the symbol.

Print Quality. The AIMUSA Uniform Symbology Specification PDF417 and ANSI X3.182 Bar Code Print Quality – Guideline must be used to determine the print quality of the PDF417 symbol.

Symbol Grade. The minimum symbol grade must be 3.5/10/660, where:


Recommended Print Quality grade 3.5 (A) at the point of printing the symbol before lamination and a Print Quality Grade of 2.5 (B) after lamination.

Measurement Aperture = .250mm (0.010 inch).

Light Source Wavelength = 660 nanometers (nm) +/- 10 nm.

The above symbol quality and measurement parameters assure scan ability over a broad range of scanning environments.

It is required that the bar code be decodable throughout the system for use. For this reason, quality tests should not be limited to production inspection. This quality testing process must be followed through to the end use.

Error Correction. The PDF417 symbols must use a minimum Error Correction Level of 3. Where space allows, an Error Correction Level of 5 is recommended. Error correction is important for decoding the bar code because certain security laminates interfere with the readability of bar codes, and higher error correction levels help to insure the prolonged usability of the bar code as abrasions and other damage are incurred over time.

Character sets. The 2-dimensional bar code must use the 256-character table known as ASCII/ISO 8859-1 as the character set table when generating Hi-Density symbols and for efficiency must use the 128-character subset TEXT COMPACTION TABLE as defined in the specification.

Bar code area. The bar code area must be located in Zone V of the DL/ID document. The maximum width of the PDF417 symbol must be 75.565 mm (2.975”). The maximum height of the PDF417 symbol must be 38.1 mm (1.50”).

All PDF417 symbols and linear bar codes must have the same orientation. The bars of the PDF417 symbol must be perpendicular to the natural bottom of the card.

The symbol skew must not be more than +/- 5 degrees.

Patents, Royalties, etc. All features must be priced separately as an add-on cost to the proposed cost-per-card price.

6.2 General Card ConstructionThe finished cards produced must provide a high degree of security (at least 3 levels of integrated security) to Ohioans and likewise provide a high level of trust to those that may receive the document when presented by the cardholder.

The State of Ohio recognizes that surface printing techniques such as half tone and ink-jet are commercially available and may allow the production of facsimile or counterfeit cards. Therefore, security features placed upon or within the cards must be secure via security printing methods that are not commercially available or reproducible in a facsimile manner using common, commercial-off-the-shelf technologies. All variable data components applied directly to the cards must provide for visible means of tamper evidence, i.e. readily evident and easily identifiable through a rapid visual inspection and cursory examination in normal conditions without the need for tools or aids. The proposed card solution must include cards constructed such that application of personal and variable data provides for the highest quality of printed information including sufficient depth, clarity and resolution.

The application of all security features must be achieved such that individual security features or elements are strengthened by the application of other security features. The proposed DL/ID cards must:

1) Provide a durable card construction that survives intact under normal use and must be warranted by the Contractor for a period of four (4) years from the date of issuance. The construction of the card must be of tamper-evident material.


2) Provide secure card designs and construction which does not substantially alter the cursory appearance of the card, but remains resistant to any form of compromise.

All cards must use security features, and protect sensitive data on the card such as photo, name, date of birth and other key fields typically subject to compromise attack.

6.3 General Card Stock and Printing Method The Offeror must propose a DL/ID card solution where cards are constructed of a material that provides for a highly durable card on which the printing and photograph must survive a four (4) year card life after issuance. The proposed cards must provide the highest clarity for information applied using the printing methods proposed. The ODPS/BMV encourages the Offerors to propose multiple stock/types/printing methods and security features.

The construction of the card must provide the utmost security and inventory controls and must be exposed to minimal human handling.

Non-variable printing that represents a security feature (i.e., fine line, guilloche, etc.) must be accomplished using recognized ‘best in class’ industry accepted methods for security printing.

6.4 General Card Security Feature RequirementsThe DL/ID cards must be produced with multiple levels of security features. The Contractor must provide the capability to change security features during the period of the Contract in a proactive attempt to deter compromise. The addition or deletion of security features will cause an adjustment to be made in the final cost of the card based upon the price listed in Attachment Nine, Cost Summary.

The produced documents must provide the maximum resistance to compromise attempts via the following methods:

Type 1: Counterfeit / simulation

An unauthorized copy or reproduction of a genuine card made by whatever means.

Type 2: Alteration

Includes, but is not limited to, deletion, modification, erasure, masking, or tampering with biographical data concerning the original or rightful cardholder.

Type 3: Photo / signature substitution

Physical substitution of an impostor’s photograph and/or signature in place of the photograph and/or signature of the original or rightful cardholder.

Type 4: Counterfeit from cannibalized cards

Creation of a fraudulent document using card components from legitimate DL/ID cards.

DL/ID Cards must include three levels of security features as indicated in the Card Design Security Features Chart (see Attachment Nine, Cost Summary). Both the DL and ID cards must be secure documents, verifiable as original through complementary security features included for three levels of inspection:

Level One – Cursory examination without tools or aids involves easily identifiable visual or tactile features for rapid inspection at point of usage. Important Note: The Contractor’s manufacturing/application method for Level One security features may be declared proprietary information/trade secret, but the finished security feature itself may not be declared proprietary information by the Contractor.


Level Two – Examination by trained inspectors with simple equipment (magnifying glass, UV light, machine reading equipment, etc.). Important Note: The Contractor’s manufacturing/application method for Level Two security features may be declared proprietary information/trade secret, but the finished security feature itself may not be declared proprietary information by the Contractor.

Level Three – Inspection by forensic specialists conducting detailed examination allows for more in-depth evaluation and may require special equipment to provide true certification.

Card designs must include features from each of the three levels of recognized security features. The quality and placement of the security features is more important than the number of security features.

The external surfaces of the card must be printed using recognized industry accepted security printing methods to resist duplication or facsimile reproduction by commercially available products.

Each DL/ID card must be of such material and design to prevent its reproduction or alteration without being readily detected. The State has selected several security features from those listed in the most current Personal Identification – AAMVA International Specification. The common security element, as prescribed by AAMVA, must be included in Zone 4 of the card.

For driver’s license documents, the background color of Zone 1 of the card must be predominantly blue and the color of the background, which may be a printed image, must be matched closely as possible to a 30% tint of Pantone reference 198. This is a specific requirement of ISO/IEC CD 18013-1 for ISO compliant driver’s licenses.

For non-driver’s license identification card documents, the background color of Zone 1 of the card must be predominately green and the color of the background, which may be a printed image, must be matched as closely as possible to a 30% tint of Pantone reference 368.

The reproduction of the portrait of the holder of the license is depicted on the right side of the portrait side of the card as shown by the position of Zone III.

Card security features will be included on the card but are not specified here in order to protect the confidentiality of all security features. The Contractor provided printers, cards, and supplies must be capable of providing the security features required in Section 5.6 and 5.7 respectively. The ODPS/BMV Division shall determine the security features, which the State of Ohio will incorporate into the DL/ID Cards after the award is made. The prices for the chosen security features will then be added to the awarded total price per transaction.

Since the AAMVA standard is an evolving standard that may see future changes, the ODPS shall review each change individually when deciding the merit of any future standards adherence.

6.5 Card Specific Security Requirements

6.5.1 Offeror Response GuidanceOfferors may propose a Central Issuance Operating model. The proposal must satisfy all of the State’s requirements.

6.5.2 Central Issuance Operating Model Offeror ProposalsThe Offeror will specify and propose a minimum of three (3) card solutions that comply with the State’s specific requirements as per the below and offered under a Central Issuance operating model (as required further in Section 8.0 in its entirety). One of which is a State Reference Card and the other two of which are Offeror Recommended Alternatives based upon Offeror specific capabilities, experiences and recommendations.


6.6 State Reference Card RequirementsOfferors must propose, at a minimum a card that contains every check () in the State Required Card Column. Offerors must not alter this column. Additionally, Offerors may provide additional card(s) that in their opinion are worthy of the State’s consideration as Alternate Card(s) that demonstrate unique Offeror capabilities, the “State of the Art” in modern DL/ID card production or industry best practice. Offerors should include check marks () in those columns and rows that represent these Alternate Card(s).

Note: The Offeror may append additional requirements at their discretion.

Category Requirement

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Conformance and General

Conform to American Association of Motor Vehicles Administrators (AAMVA) standards Conform to ISO 18013 standards Conform to Real ID/Pass ID standards These features must not be capable of being reproduced using technologies that are commonly used and made available to the general public.

Card Substrates

Card offers high levels of heat stability Card offers high levels of laser engravability Card offers high levels of resistance to abrasion Card offers high levels of resistance to chemicals Card offers high levels of resistance to delamination Card offers high levels of UV resistance Card is compatible with Contact IC Card is compatible with Contactless IC Card is compatible with D2T2, retransfer printing, embossing and indent PVC - Polyvinyl Chloride Composite (PET/PVC) PC - Polycarbonate Other Synthetics - (Teslin) Other Composite - (specify)

Personalization Technology

Card uses direct or D2T2 retransfer dye sublimation printing and color Card uses direct Resin or Pigment inks Card uses retransfer Resin or Pigment inks Card uses Inkjet UV printing Provide secure, high quality personalization using laser engraving technologies. Personalization technology is resistant to fading under UV light

ISO Security Features

Incorporate ISO/IEC JTC1/SC17 machine-readable technologies: 1-dimensional bar codes Incorporate ISO/IEC JTC1/SC17 machine-readable technologies: 2-dimensional bar codes to encode biographical and security data Incorporate ISO/IEC JTC1/SC17 machine-readable technologies: integrated circuit with contacts to store applications, biometric and demographic data relating to card holder Incorporate ISO/IEC JTC1/SC17 machine-readable technologies: magnetic stripe to encode biographical and security data Incorporate ISO/IEC JTC1/SC17 machine-readable technologies: optical memory technology



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Incorporate ISO/IEC JTC1/SC17 machine-readable technologies: contactless integrated circuit to store applications, biometric and demographic data relating to card holder Include OCR Fonts that adhere to ISO standards

General Security Features

Security Pre-Printed Cards based on overt and covert features at the substrate level

Include UV Text in Substrate Includes Laser Engraving into the polycarbonate/substrate layer resulting in the alteration of the substrate layer and not laminating layer(s) for all data elements prone to duplication or alteration (e.g., birth dates, photos etc.)

Include a "covert photo" laser image engraved in the substrate that cannot be easily removed without damaging the card Include embossed braille characters as permanent raised marks on card Include printing embossing that overlaps with photo features Includes Guilloche printing including fine-line features, complex mathematical patterns that is counterfeit resistant or impervious Include printing recesses that overlap with photo features Include printing that creates recesses in the card than cannot be easily removed Include Superimposition of D2T2 printing over laser engraved photos or elements Include laminate with kinetic patterns Include laminate with laser retrievable covert text Include laminate with registered holographic images Include laminate with tamper resistant die cuts Includes advanced security features that exhibit optically unique visual effects that cannot be easily reproduced including color shifting ink Includes advanced security features that exhibit optically unique visual effects that cannot be easily reproduced including optically variable ink Includes hidden or covert features that can only be verified under UV lighting Includes hidden or covert micro printing features that appear as continuous lines or details that are only visible under magnification or UV magnification Utilizes Rainbow printing that utilizes modified offset press technology to create subtle color shifts that cannot be easily reproduced by color printers or inkjets, color copiers or scanners or color separation technologies

Non-Standard (Modified) Font

Optional Features

Include supplementary optional data elements (in addition to the minimum common mandatory data element set); Incorporate current and future technologies (including biometrics, cryptography and data compression);

Overlay Materials

Card meets ISO 24789 standards Include over-the-edge overlays to extend life/aesthetic value Include over-the-edge topcoat to increase abrasion/chemical resistance Include security features in thin film topcoats including laser retrievable text Include security features in thin film topcoats including micro text Include security features in thin film topcoats including registered holograms Include thin film topcoat in clear and holographic formats Include UV blockers for fade protection Include UV curable topcoat



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Utilize high durability polyester laminates Card offers high levels of resistance to permeability (cracking) Provide the defense against alteration with custom topcoat/laminates that feature unique tamper evidence and adhesion

Overlay Security Features

Include color changing security printing (UV light) Include color changing security printing (visible light) Include Duplex Printing Include Floating OVD features as Level 1 (overt) Include Floating OVD features as Level 2 (covert) Include kinetic holograms creating basic animation effects Include laser retrievable covert images Include laser retrievable covert text Include line width modulation that effect width, length and height of lines as a design element (Level 1 features) based on mathematical (secret) ratio Include line width modulation that effect width, length and height of lines as a design element (Level 2 features) based on mathematical (secret) ratio Include line width modulation that effect width, length and height of lines as a design element (Level 3 features) based on mathematical (secret) ratio Include multi-channel holograms with more than one distinct image occupy same area of DL/ID and shift when viewed Include two dimensional holograms

Personalization Features

Secure Personalization features to connect the card owner to a specific individual Include Ghost Images (photo quality grayscale) engraved into substrate using laser technology Include ICAO-compliant photo engraving features to engrave 3D photos/images Include Nanoprinting only viewable under enhanced magnification (40-50 microns) Include Printing of D2T2 color photos over engraved images for covert security Include scrambled indicia - words, names, numbers uniquely linked to document holder not visible to naked eye Include Secure Ident Printing Include Tactile Characters and features Include Variable Ultraviolet Fluorescent Printing of images Include Variable Ultraviolet Fluorescent Printing of photos Include Variable Ultraviolet Fluorescent Printing of text Use of Spot color not commonly available on commercial printers or difficult to match via four color printing Utilize CLI/MLI (Changeable Laser or Multiple Laser Image) that allow characters and photographs appear to change when tilted or viewed from various angles Utilize Tactile Laser Engraving for key elements (e.g., Signatures)

Mobile / Digital Driver’s License

Include biometric security access features Include covert security features Include facial recognition security access features Include PIN security access features Include visible security features Provide Smartphone App (iOS, Android, Windows Mobile) to securely manage a mobile driver’s license/id card



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Render the front and back of a mobile driver’s license/id card on a supported smartphone Securely pass a rendered mobile driver’s license/id card to a supported smartphone Support machine optical reading of rendered driver’s licenses/id cards in support of in-person proofing processes Support the display and update of organ donor information Support the display of driving endorsement data based on current certifications/endorsements Support the display of driving restriction data based on current driver’s profile Support the suspension or revocation of driver’s licenses from mobile devices Support the update of under 18 and under 21 information on issued mobile driver’s licenses/identity cards Support trusted update of basic information (demographic, name, address)


6.7 Card Testing RequirementsThe proposed DL/ID card solution must include cards constructed in accordance and adhere to ISO/IEC7810 ID-1 and AAMVA DL/ID Standard (2013 version) at a minimum. The cards must meet the specified durability and testing criteria and survive the intended card life. Cards may be tested for general physical characteristics in accordance with ISO/IEC 10373 standard test methods.

Card testing is divided into two areas as follows:

1) ISO general physical characteristics. The Offerors DL/ID cards must adhere, comply, and be accredited in accordance with ISO 10373 card testing for the exact same card construction and type proposed by the Offeror in its submitted samples.

2) AAMVA testing compliance. The card samples will be reviewed for their capability to comply with AAMVA requirements and assessed using the AAMVA DL/ID standard (2013 version). Additionally, AAMVA may release updated or modified specifications and the ODPS/BMV reserves the right to choose whether or not to utilize any future modifications or changes to the AAMVA standard. Offerors wishing to better understand the requirements should obtain a copy of the AAMVA DL/ID standard (2013 version).

6.8 Card Review Committee (CRC) The ODPS/BMV and the Contractor must establish a “Card Review Committee”. It is envisioned the CRC will meet regularly throughout the Contract period to discuss all facets of the DL/ID issuance program. The BMV Registrar shall determine the core team representing the ODPS/BMV and the Contractor will determine the committee members representing their company. Travel costs for the Contractor’s committee member must be at the Contractor’s own expense. All CRC members require approval from the BMV Registrar.

Active DL/ID cards are expected to remain intact and in good physical condition for a minimum of four years under normal use. Active DL/ID cards that are determined to have failed must be returned to the CRC for examination. The CRC will determine whether the cards have failed as a result of misuse, willful destruction or any other method beyond normal use. Returned active cards will be viewed as failed due to fading, inability to read magnetic stripe, cracking, etc.

The Contractor’s committee member must be physically present during the failed DL/ID card examinations. Recommendations made by the CRC will be submitted for BMV Registrar approval. The BMV Registrar’s decisions are final and are not subject to appeal or arbitration. The number of failed cards will determine the assessment of any damages or a credit adjustment to the following month’s active card billing report.

6.9 Card Failure and Material DefectsThe Contractor must guarantee DL/ID cards against failure for a minimum four-year period from date of issuance. The guarantee must remain in effect beyond the expiration of the Contract until all active DL/ID cards issued under this Contract have been circulated for at least four years.

The Contractor must provide replacement cards for failed cards at no cost to the ODPS/BMV or the impacted cardholder. The Contractor must reduce the monthly billing invoice by the number of failed active cards that the CRC has determined failed under normal use during any monthly period. Cards that fail in manufacturing, personalization or prior to being considered active will be considered spoilage and not invoiced to the ODPS/BMV and must be destroyed. The ODPS/BMV will pay only for cards that have surpassed all Q&A processes and have been delivered to the cardholder in good condition.

Cards that fail in manufacturing or prior to being considered active must not be included in any invoice to the ODPS. These cards must be considered inactive and the spoilage costs borne by the Contractor hence not subject to damage provisions.


The CRC will also assess problems with defective materials (i.e. incorrect laminate [wrong state], improperly wound rolls, warped cards, etc.). If equipment downtime, which lasts more than the permitted repair time, or defective materials cause the DR or BMV location the inability to conduct business, damages of $1,250.00 per site per day will be assessed for inconvenience to the DR and BMV location customers, DR and BMV location goodwill loss and loss of staff productivity.

DL/ID cards that are determined to have failed and are returned to the ODPS/BMV must be directed to the CRC team. The CRC team at their meetings will examine failed cards and determine whether the cards have failed as a result of misuse, willful destruction, or other method beyond that which may be considered normal use.


7.0 Expedited Card Production and Delivery Requirements

7.1 Expedited Card BackgroundThe alignment of Ohio to industry best-practice of Centrally Issued Driver’s License/Identity Cards represents a change to the State’s operating model and the way members of the public obtain, renew and replace their DL/ID cards. The State believes that the change management aspects of the alignment to Central Issuance are far outweighed by the security features that a Centrally Issued Card brings, the economics of producing the cards, and as a future option, mobile/digital DL/ID cards.

As a convenience to the public in making the transition to a Central Issuance model, the State seeks to include features in our Driver’s License/ID offering to assist the public in obtaining cards who are used to visiting a State BMV location and requesting one. As a Central Issuance operating model makes the practicality of obtaining an over-the-counter card within BMV operating hours problematic, the State seeks to resolve this condition as a service to the public to the greatest extent practicable.

7.2 Expedited Card Production and Delivery RequirementsThe Offeror will propose, and as Contractor design, implement and thereafter maintain an Expedited Card Production and Delivery capability that meets the following requirements. The State acknowledges that expedited processing in Central Issuance operating models does introduce complexities to an Offerors card production line and downstream logistics in delivering the finished card to the member of the public and that this ‘exceptional’ processing may come at a significant cost premium to ‘standard’ card production. As such, the State has included provisions in the Cost Collection Workbook for the production of such cards.

Cycle Time in the below requirements indicates the time from receiving a fully completed expedited card request from the State until the time that the card is delivered to the member of public (including on weekends unless specified) assuming there are not express shipping exceptions beyond the fault or control of either the State or the Contractor.

Cycle Time 1: 7 Days from Request to delivery of Card



Cycle Time 4: 24 Hour Service

Cycle Time 5: Same Day Service (same business day)

All of the aforementioned cycle times should assume a literal interpretation of the time, inclusive of Sunday and Holiday delivery independent of cost. Should any of these requirements not be feasible (at any price), the Offeror must indicate as such with brief rationale as part of their proposal to this RFP.

7.3 Offeror Proposed Alternative Means for Expedited Card ProductionShould an Offeror maintain proprietary or alternative means to address the Cycle Time considerations and Expedited Card Production/Delivery of the prior section Offerors are encouraged to highlight their capabilities, alternative means or other methods to foster a positive relationship between the State and the public in accomplishing the transition to a Central Issuance Model in light of expedited processing and delivery requirements and considerations.


7.4 Ohio Card Production Location ConsiderationsAs part of the formulation of an Offeror Response to this RFP, and in consideration of the duration of the contract and extension periods, Offerors are encouraged to consider locating their Central Issuance card production facility within the State of Ohio. Ohio is the premier U.S. location for investment and expansion. Location of Card Production within the State allows the leverage of Ohio's competitive advantages, innovate transformative products and technologies, partner with industry leaders to solve important problems, and reach more customer markets faster.

Ohio’s location and infrastructure make it the ideal location for companies involved in logistics and distribution locating to or expanding within Ohio. Situated within 600 miles of more than half the U.S. and Canadian populations and easily accessible by road, rail, air and water, Ohio makes it easy and cost-effective for businesses to deliver enhanced supply chain value to their customers and supplier partners leveraging:

A location within one day's drive of more than 60 percent of North America's manufacturing capacity.

The nation's fourth largest interstate system.

Four dedicated air cargo terminals, seven commercial airports and three inland water ports.

10 major rail yards and 13 intermodal terminals.

Our infrastructure assets and capabilities are distributed throughout the state, so all companies benefit. No matter where in the state a company is located, you can get anywhere.


8.0 Central Issuance (CI) Operating Requirements

This method for ODPS/BMV to obtain the services of a qualified Contractor who will produce and mail Ohio Driver’s Licenses (DLs) and Identification Cards (IDs) from a central location, preferably in Ohio. The ODPS/BMV will continue to process applications from customers.

The DL/ID card produced by the Contractor must be fully compliant with Ohio and federal statutes and applicable regulations. It will include components and features that are identified and described within this RFP.

The Offeror must propose an integrated DL/ID card printing solution, which includes all hardware, software products, supplies, personnel, and services necessary (except as otherwise specified herein) to provide the solution and services as described in this Request for Proposals document including, but not limited to:

Establishment of a Central Card Production facility for Ohio DL/ID products.

Production of Ohio DL/ID products at the facility.

Photo Image capture.

Image upload, retrieval, and display

Central card production

Affixing postage, addressing information, BMV required literature, envelope and insertion, and card mailing.

Delivery of completed DL/ID products to the USPS for mailing, inclusive of postage and any handling fees.

All necessary materials and supplies

Project management, development, testing, training assistance, and statewide deployment assistance

Centralized system management and maintenance such as supervisory functions, user/security maintenance, system maintenance, system software products, upgrades and distribution, etc.

Service, maintenance, staffing, and support for the proposed DL/ID printing solution

The ODPS/BMV is seeking an integrated solution that provides all required and necessary hardware and software products to perform customer issuance transactions, communicate with interfaces maintained by the ODPS/BMV to store this information centrally in Columbus. Also, generate BMV-initiated transmissions between BMV locations and Contractor locations.

Corresponding exactly to the sections of this RFP, the Offeror must provide detailed narratives in their proposal describing their proposed solutions, including all functionality, system capabilities and limitations, and performance capabilities and limitations of the proposed solution.

To accomplish the implementation of the DL/ID printing solution, the Offeror must:

1) Provide all necessary products, design the approaches, develop detailed system design specifications and requirements, and develop and implement the necessary hardware and software products solutions based on detailed design discussions with the ODPS/BMV relating to agency workflow processes and requirements.

2) The Contractor must provide the expertise and work force necessary to perform the tasks and provide all necessary hardware and software products solutions to accomplish the requirements of this RFP (including all addenda and any resulting contract). Detailed system design specifications and requirements must be based on detailed design discussions between ODPS/BMV and the Contractor, facilitated by the Contractor.


3) Furnish, install, and maintain all hardware, software products and interfaces, personnel, services, and supplies necessary to deploy the DL/ID printing solution as specified in detailed system design discussions with the ODPS/BMV and as required within this RFP (including all addenda and any resulting contract). The Contractor must provide detailed system design, development, customization, integrated system testing, acceptance testing, training, delivery, installation, and hardware and software products maintenance support.

4) Provide the necessary project management and project staff working on-site at ODPS/BMV with ODPS/BMV project staff to develop a functional and detailed design of all proposed solutions prior to development. The Contractor must document the functional and detailed design of all software product applications and receive written ODPS/BMV approval prior to system development. The Contractor must facilitate and document joint detailed design meetings.

The Offeror must describe their proposed techniques and approach for accomplishing these requirements.

8.1 Permanent Card Central Printing and Card Production Requirements

8.1.1 General RequirementsThe Offeror must propose, and as Contractor provide all printing and card production at general locations in the United States, preferably within the State of Ohio, using factories that are currently producing DL/ID for a jurisdiction inclusive of:

Distribution options and services at the factory.

Distribution by the United States Postal Service except when cards are expedited or for special circumstances.

All Data, material, and product security at the factory.

Internal security controls.

Other services provided by the central card factory not requested above.

8.1.2 Central Card Production Facility (CCPF) RequirementsThe State’s requirements are as follows:

The Central Card Production Facility (CCPF) must be owned or leased and operated by the Contractor. The CCPF must be staffed and operated by personnel provided by the Contractor. The CCPF must be accessible to the ODPS/BMV, other Ohio State government staff or other agents of the State in an auditing and inspection capacity with or without prior notice to the Contractor. The CCPF must provide access and resources to the ODPS/BMV to conduct back-end auditing and regular performance reviews.

The CCPF must be equipped with sufficient resources to produce the ODPS/BMV annual card production requirements.

The CCPF must produce finished DL/ID cards and have them entered in the USPS mail system and in transit within three (3) calendar days (72 hours, Sundays excluded) of the daily files received by the CCPF.

The Offeror must provide information that indicates the overall production capacity and, in light of Ohio’s requirements an indication of excess capacity, of the proposed CCPF including the various types of cards and personalization methods that may be available for production within the facility.

The CCPF must be self-sufficient in the event of a major power outage. The self- sufficiency features should be of a temporary nature that must allow for continued production of cards for short-term power outages (up to 24 hours). For power outages beyond 24 hours, the provision of a self-sufficiency capacity must be utilized to ensure a smooth, uninterrupted transfer of production capacity to a backup facility.


The CCPF must have a unique inventory control number on card stocks. The unique inventory control number must be stored in the customer’s record, including the 2D barcode on the back of the card.

The proposed CCPF must engage in a high level of physical security. The Offeror must provide details on the physical security features of the proposed CCPF.

The Offeror must propose a backup facility that ensures card manufacturing and production meets specified delivery SLA’s. The backup facility must allow for the operations required to facilitate an alternate location(s) for manufacturing, personalization, and mailing of driver’s licenses and state ID cards should the primary CCPF become inoperable.

The proposed backup facility must have demonstrated its ability to receive secure personal data required for card production. The facility must provide card manufacturing and production services identical to the primary CCPF. All requirements for the primary facility are also applicable to the proposed backup facility.

The Offeror response must clearly state the geographical location of the proposed CCPF facility location and the provision and details of card production backup facilities.

8.1.3 Central Card Production Facility: Site Certification RequirementsThe proposed primary CCPF must meet at least one of the following criteria:

1) Provide Visa / MasterCard card production certification.2) Provide evidence of qualified inspection, which indicates adherence and passes a security level

equivalent to ISO 27001 or GMITS. 3) Possess Department of Defense Security Service (DSS) facilities clearance through the National

Industrial Security Program (NISP).4) Provide facilities that have a nationally and/or internationally recognized formal accreditation to produce

negotiable monetary instruments.

The Offeror must submit with their proposal a copy of official clearance, formal accreditation, and/or certification documents.

If the primary CCPF proposed does not meet the aforementioned criteria for card production/manufacturing and ODPS/BMV security standards, then the Offeror may submit a letter of commitment that the facility proposed by the Offeror must meet the criteria specified, prior to the commencement of production of future Ohio DL/ID cards.

A commitment to provide evidence of compliance with the aforementioned certifications, clearances, and/or accreditations, which is not produced prior to scheduled card production deadlines, will be deemed to be non-compliant and ODPS/BMV may avail itself of the remedies for default or breach.

The Contractor must maintain at least one of the above certifications, accreditation, and/or clearances throughout the duration of the contract.

8.1.4 Central Card Production Facility and Operations: Security, Quality and Handling Requirements

The Offeror must provide information that ensures the complete security and privacy of personal data utilized for card production. Any data stored temporarily within the CCPF must be inaccessible through the theft or loss of any component including IT equipment.

The Offeror must:

Describe the planned process to safeguard the personal information used for card production and as Contractor, implement and follow this process in a repeatable and State auditable fashion.


Produce a report certifying the date and time of deleting/destroying/erasing all temporary stored information.

Throughout the card manufacturing, production and personalization processes provide quality assurance methods that ensure a high level of quality. The quality assurance (QA) measures must be applied to the manufacturing process such that cards that may fail do not proceed to the next stage in production or personalization processes.

Apply quality assurance methods which ensure the accuracy of data matching (photo & text) is applied to cards. Similarly, QA methods must ensure the accuracy of printed information on card carriers with that of the card.

Provide detailed information, which describes their proposed mailing and delivery solution and how it improves the efficiency, security, and quality of the delivery of DL/ID cards and adhere to the production and postage timing requirements of Section 7.1.2

Propose and provide for special handling of certain cards produced at the CCPF. These cards require separation and may not be processed through regular mail processes. The Offeror must provide information on how they propose to handle and separate special DL/ID cards from regular DL/ID production cards.

In addition to monthly reports that will be used for invoicing purposes, provide for the centralized generation of in-depth reports relating to card manufacturing, production, mailing of the DL/IDs and problems encountered/corrective action taken by the Contractor. The report formats will ultimately be defined during the detailed design phase of the project however it is required that the reports and ability to audit the underlying data for consistency, accuracy and completeness must be accessible by the ODPS/BMV or relevant data must be packaged and transmitted to the ODPS/BMV in a format to be mutually determined.

Allow the ODPS/BMV to monitor individual product and batch job status respectively. The Offeror must describe their proposed reporting and access solution in detail.

8.2 Replacement Card Process RequirementsThe Offeror will propose, and as Contractor provide a method to differentiate an originally issued card from replacement card(s).

8.3 Sizing and Deployment RequirementsThe proposed solution must provide a minimum number of image capture devices in accordance with the chart below.

Location TypeNumberof Locations

Image Capture Solution

Quantity Required per Location Total Quantity

Deputy Registrars 191 1 191Internal State Test Labs (Alpha) 1 1 1ODPS IT Department 1 1 1ODPS In-House Processing 1 2 2

Deputy Technical Services (DTS) 1 2 2

License Control Help Desk 1 1 1

Inventory Bank 1Appropriate level to meet defined Availability Requirements in Section 8.4

Appropriate level to meet defined Availability Requirements in Section 8.4

Total 198 + inventory bank

The Contractor must provide new replacement equipment at its expense when the problems causing the replacements are due to no fault of the State. Refurbished or used equipment is not acceptable to the State of Ohio.


8.4 Inventory Bank and Replacement Equipment RequirementsThe Offeror must describe in detail the proposed plan to maintain an inventory bank of digital cameras that will serve as backup equipment for emergency repair, replacements, and Disaster Recovery.

This inventory bank will be managed by the Contractor. It will be used for emergency repair, replacements, and disaster recovery.

The inventory bank will always be kept at an appropriate level to meet the defined SLA. Should equipment be removed from the inventory, the Contractor will replace said equipment with new of compatible make and model or with certified-repaired equipment which was part of the ODPS/BMV’s initial solution.

In case any equipment is removed permanently from use, the Contractor will ensure that all sensitive data is fully removed or deleted from the equipment irretrievably.

The contents of the inventory bank, by make and model, will be reported to the ODPS/BMV at the end of each month. The Contractor is also responsible for keeping the inventory bank updated and at the same software levels as all distributed hardware. (e.g., virus software, controls, security, etc.). The devices in inventory must be plug-and-play with the exception of any special configuration required for a specific location.

Availability Requirements

The Contractor, in consideration of the availability of Contractor technicians and spare equipment will perform under an aggregate service level (measured quarterly) for all incidents requiring technician or replacement parts with response time of 30 minutes as measured from the State requesting service to the arrival time of the technician and required parts at a BMV location.

Offerors are to factor in their response to the State’s requirement of 99.9% availability during published BMV hours. Due to this specific requirement, Offerors are to propose a system equipment at each DL/ID-issuing site that ensures service level compliance at all issuing sites to help ensure continuous operations during technician response travel times.

8.5 Image Capture RequirementsThe Offeror must describe how its proposed Image Capture Solution (i.e., camera & software driver and imaging software) provides absolute consistency.

The State requires:

The capture of high-quality, consistent applicant portrait images using an automated process that is simple and easy to use;

User friendly operating software that require minimal instructions to the applicant from the operator;

Capture of high-quality applicant photo images through a high-speed USB connection to the BMV workstation inclusive of the image and associated data to BASS as required to complete the DL/ID process;

Integration the signature pad and printer software drivers at each workstation to create a streamlined and unified operating experience;

A professional grade, high-resolution color digital camera with automatic focus lens system with at least 3X optical zoom;

All digital camera will be securely encased in a locked steel housing that is durable, tamper-resistant, and invulnerable to vandalism or theft;


Configuration to return an image of a resolution that allows for efficient transfer and storage with a 16-bit minimum color depth and 32-bit preferred. The exact size will be determined during the implementation;

The software will be implemented to ensure that all captured images sent to BASS are consistently sized and centered;

Automatic calibration of exposure and white balance;

Automatic focus on the subject distance in real time that factors the distance from the camera to the backdrop in each individual office;

Automatic white-balance control for consistently balanced high quality images; and

Additional flash illumination with electronically controlled high-performance light sources capable of providing proper illumination in adverse ambient lighting conditions that factor varying lighting conditions from one BMV issuance site to the next.

The Contractor must deliver a digital image capture solution (ICS) that:

1) Provides maximum automation, including calibration; 2) Requires minimal user involvement; 3) Is designed to resist tampering; 4) Can be hot swappable in the event of failure; 5) Captures high quality images; and6) The delivered ICS must interface with the ODPS/BMV environment.

8.5.1 Image Capture Technical Operating RequirementsThe proposed digital camera equipment must be hardware device independent and optimally interfaced to the ICS via USB connectivity. The camera must be capable of operating on the ODPS/BMV environment.

The proposed image capture solution must be ready within fifteen (15) seconds after startup and allow for photo retakes in five (5) seconds and offer features that will improve image quality through the reduction of shadowing, increased illumination, adjustable focal length, focus and software controlled via the computer features to further improve image quality.

The proposed image capture solution must allow DR and BMV location operators to perform image capture via a single “mouse click”. Operators must then be provided onscreen a high quality AAMVA compliant photo image on the computer screen that is consistent in subject location, depth, and allocation within the capture frame.

The proposed image capture solution, combined with the interface driver must minimally provide the following features and specifications:

Live image on the computer screen prior to capture.

“One Click” captures.

Camera lens must be glass.

Automatic calibration.

Automatic focus.

Automatic white balancing.

Automatic locating of subject, zoom, and cropping.

Extract/convert to high quality gray scale image.


Secure camera housing – theft and vandalism resistant.

Standard camera mounting screw to attach the camera to the camera mount bracket. Countertop heights may vary from 36 inches to 48 inches.

Superior additional flash illumination (supplemental to built-in flash). Both which can be turned off if not needed.

Color photo.

The output photo of the applicant must not be larger than 1.125 wide by 1.250 high.

Digital camera and flash must be ready to capture second image in five seconds or less.

Digital camera/flash or camera housing must provide a single cable for USB power and for an ICS connectivity.

Digital camera must optimally connect via high-speed USB interface.

Red eye elimination.

The mean time between failures (MTBF) for the camera system must be a minimum of 250,000 photo captures with flash.

The digital camera system must operate with full automatic features at varying focal lengths ranging between three feet (3’) and thirteen feet (13’) with a compatible flash.

Must provide Software Development Kit (SDK) for drivers, etc.

8.5.2 Image Capture Solution RequirementsThe image capture solution must transmit a bitmap file (.bmp). The image size, resolution and bit depth will be mutually agreed upon by the Contractor and ODPS/BMV after determining the capabilities of the image capture solution and taking into account image display and network transport requirements.

Any proprietary software development kit (SDK) that is required to use the image capture solution must be included as part of the Proposal.

In the event the quantity of inventory cameras must be replenished and the model approved is no longer available, the replacement camera must be approved by ODPS/BMV before issuance to any DR.

8.5.3 Image Consistency RequirementsThe proposed image capture solution must provide the best available image quality for related functions such as card printing and automated photo comparison; therefore, the proposed image capture solution (camera & software driver) must provide an absolute consistency in the following areas:

The full-face or frontal pose must be utilized for all photo images.

The subject’s captured facial image must always be in focus from the nose to the ears.

The photo image being captured (full-face pose) must be positioned to satisfy all of the following conditions:

The approximate horizontal midpoints of the mouth and of the bridge of the nose must lie on an imaginary vertical straight line positioned at the horizontal center of the image.

An imaginary horizontal line through the center of the subject’s eyes must be located at approximately 55% point of the vertical distance up from the bottom edge of the captured image.

The width of the subject’s head must occupy approximately 50% of the width of the total image width. This width must be the horizontal distance between the midpoints of two imaginary vertical lines. Each imaginary line must be drawn between the upper and lower lobes of each ear and must be positioned where the external ear connects to the head.


8.5.4 Counter Camera Mounting BaseContractors will supply and install mounting brackets for provided camera equipment which are to be permanently anchored to the countertop. The mounting bracket must be adjustable from 16 inches to 27 inches and have a tilt-able camera mount attached to the top with a standard camera mounting screw to fasten the camera securely.


9.0 Solution Delivery Requirements

9.1 Overall Project PlanThe Offeror will provide the State its recommended methodology and approach to the Project inclusive of the Testing and Rollout phases and any projects that arise following the successful completion of the project as a result of this RFP. The Contractor will provide training to State team members inclusive of the BMV Deputy Registrar Staff on use of the methodology so that State team members may complete their work in accordance with the responsibilities in this SOW.

The State maintains a project management and reporting methodology that is used at varying levels for complex, transformational Information Technology projects. This methodology is designed to provide a substantive and objective framework for the reporting and review of projects to impacted stakeholders and, should the need arise; identify the need for corrective action for one or many of the participants in a project (e.g., State, Contractor, Customer, Stakeholder).

The State acknowledges that various Offerors that may do business with the State may maintain unique or proprietary project management methodologies, but seeks to ensure that the overall project is delivered to the State as contracted. Therefore, a minimum standard project management reporting standard has been provided to serve the State’s project management and oversight needs while not adversely impacting or influencing Offeror provided delivery methodologies.

The Offeror must provide a summary Project Plan as requested by the State. For purposes of a summary project plan specific phase, gate dates, and effort are a sufficient minimum.

Following the award of this Contract, and during the project mobilization phase Contractors must include the following deliverables and milestones within their detailed project plans and methodologies at a minimum upon commencement of the project:

State Project Management Methodology, Minimum Standards

Phase Milestone, Activity, Deliverable, Gate Phase Milestone, Activity, Deliverable, GateComplete Gate 1 (G1) G --> Continued from prior column

Prio

ritiz

atio

n an

d S

ched

ulin

g Create Project Plan D

Com

pone

nt

Test

Establish Component Test Expected Results DIdentify / Secure Resources A Establish Test Plan & Procedures ACreate Detailed Cost/Time Analysis A Create Test Procedures ACreate Phasing Strategy / Deliverables by Phase D Execute Component Test MConduct Policy Review A Collect Performance Metrics AInitiate Procurement Activities/Plan A Produce Test Analysis Report DComplete Gate 2 (G2) G Create Component Technical Documentation D

Req

uire

men

ts:

Func

tiona

l & T

echn

ical

Create/Maintain Refined Project Plan A Establish Implementation Strategy D

Sys

tem

Inte

grat

ion

Test

Establish System Test Expected Results AAssess Internal/External Project Dependencies A Establish UAT Expected Results AAssess Internal/External Risks A Establish Test Plan & Procedures DCreate Stakeholder/Customer Communications Plan A Collect Performance Metrics A

Create Detailed Resource Plan A Produce System Test Report MEstablish Level 0 System Design D Create System Operational Documentation DEstablish/Manage End-User Goals A Publish Final Procedures ADetermine Existing Process Change Model D Create System Technical Documentation DIdentify New/Enhanced Business Processes D Publish Version / Release Document DFinalize Implementation Strategy M Develop Training Scripts AAnalyze Impact to Enterprise Architecture/Data Model A Develop Training Guide A

Develop Deployment Strategy D Complete Gate 5 (G5) GFinalize Development Tools and Production Requirements A

Use

r A

ccep

tanc

e Te

stin

g

Perform User Acceptance Test M

Validate Customer Adoption Assumptions A Document/Publish Issue/Bug List AComplete Gate 3 (G3) G Prioritize Issues/Bugs D

Des

ign:

Follow/Track Final Project Plan A Create Remediation Effort/Schedule of Outstanding Issues/Bugs A

Compile Final Impact Analysis A Perform Final Performance and Sizing Testing M


Func

tiona

l & T

echn

ical

Compile Final Risk Assessment A Create Operational Documents DCreate Detailed Design Documents - Functional M Create User Job Aids ACreate Detailed Design Documents - Technical M Complete Gate 6 (G6) GEstablish Performance Requirements D

Dep

loym

ent

Compile Release Checklist DEstablish Operational and Support Requirements A Update Business Contingency / Continuity Plan AObtain System Application Software, Tools A Transition Operational Procedures MCreate Process Flows with Key Inputs/Outputs D Publish Job/Control Schedule ACreate Interface Control Documents D Establish SLA Parameters A

Create Conversion/Migration Plan D Assemble Audit Impact Statement (integrity, security, privacy) A

Create Integration Plan D Create Release Verification Checklist DDevelop Stakeholder Communications Materials A Execute Operations Training ACreate Solution System Architecture Documents D Perform Release Verification MUpdate Enterprise Architecture Documents A Update Enterprise Architecture and Data Model ACreate System(s) Sizing Requirements A Update Data Center Environments MEstablish Test Environment Plan A Perform User Training MEstablish SDLC Environments M Disseminate Documentation and Procedures AComplete Gate 4 (G4) G Complete Gate 7 (G7) G

Com

pone

nt C

onst

ruct

ion

Develop/Compile Overall Test Plan AEstablish Final Processes DDevelop Test Analysis Report AEstablish Q/A Metrics ACreate/Refine Development Plan ADevelop Code/Solution DGather and Report Q/A Metrics ADevelop UAT Plan, Scripts and Cases DEstablish Operational Performance Baseline MPublish Committed Capacity Plan APrepare Component Test Analysis Report DDevelop Training Scripts ADevelop Training Guide Acontinue to next column -->

9.2 Project Management and Coordination ServicesThe Project will follow the Governance structure defined by the State. Project Management will include the activities to manage the Project including directing the Project Team according to the Project work plan, reporting status, managing issues, assessing quality, leading project meetings, and monitoring schedule and scope changes. The Project Team will produce project status reports on a weekly basis. The format of the status report will be mutually agreed to by the State and the Contractor during the first week of the Project.

In conjunction with an authorized Statement of Work arising from this Supplement, the Customer will:

Be responsible for the coordination and delivery of the overall Project;

Ensure that an appropriate “Project Kickoff” occurs and that all integrated work plans are agreed to by the State from project commencement;

Ensure that all efforts have an effective version control mechanism for all documents within the project document library that will be maintained on a State provided Microsoft SharePoint site;

Work with the State leadership to ensure that the Project is staffed appropriately;

Ensure that required testing activities across both technical and operational components are completed to minimize Project risk; and

Collaborate with the task areas to ensure appropriate cross-team communication and delivery.

For purposes of the Project, “Perform” or “P” means that the party assigned the task has the duty and ultimate responsibility to take all appropriate steps to complete or facilitate the identified task unless otherwise provided for between the parties, subject to the Supporting party completing its interdependent responsibilities. The term, “Support” or “S” means that the party has the duty and responsibility to provide ancillary support or assistance which may be necessary to enable the party providing the “Perform” task to complete that task unless otherwise provided for by the parties. The designation, “-” means that the party has no responsibility for the task, unless otherwise agreed by the parties.

Key Tasks State Contractor


9.3 Offeror Staffing Plan and Offeror Project PlanAs part of responding to this RFP as an Offeror, and subsequently as a Contractor performing the work, must provide a detailed Project Plan, in electronic (Microsoft Project native) and paper form, to the State for approval within twenty (20) business days after the State issues a purchase order or other written payment obligation under the Contract.

The Project Plan must include the following (at a minimum):

Project Integration;

Project Scope;

Project Time;

Project Quality;

Project Staffing;

Project Communications;

Project Risks/Issues; and

Project Procurement.

The Staffing Plan must include the following (at a minimum):

Key Offeror Personnel (by name) and Role in the Project by Month

Other Offeror Personnel (by Role) in the Project by Month

Location(s) of Offeror Personnel (e.g., “State Site”, “Offeror Location”)

% Time Commitment of Offeror Personnel (e.g., Part time XX%, Full Time 100%)

State Staffing Number Required by Functional Area of the Project (e.g., PMO, Change Management, Technology, Security, Testing etc.)

% Time Requirement of State Personnel (e.g., Part time XX%, Full Time 100%)

Upon initiation of the Project, the Contractor must lead a planning session which ensures the following:

A common understanding of the work plan has been established;

A common vision of all deliverables has been established;

A critical path that identifies all major milestones, dependences (both internal and external to the project), resources by name and resource assignments and is complete and inclusive of the entire work effort from commencement until conclusion of all contracted activities; and

Clarity on scope of overall project and the responsibilities of the Contractor has been defined and agreed to by the State that includes a common understanding of the business, process, technical and other elements of the overall implementation as required.

Thereafter, the Contractor must:

Formally update the Project Plan, including work breakdown structure and schedule, and provide the updated Project plan as part of its reporting requirements during the Project; and

Ensure the Project Plan allows adequate time and process for the development for the State’s review, commentary, and approval.


Following the commencement of the project, the State and the Contractor will mutually determine the number of business days needed for such reviews and provide that information to the Contractor after award and early in the development of the Project Plan. Should the State reject the plan or associated deliverables, the Contractor must correct all deficiencies and resubmit it for the State’s review and approval until the State accepts the Deliverable at no additional cost to the State.

At minimum, the Offeror must include a Proposed Project Plan(s), which will include the following:

A summary Work Breakdown Structure; Scope statement that includes the Work objectives and the Work Deliverables and milestones associated with completion of all of the Work with specific provisions for the Work contained and as required by Pilot projects;

The Offeror must provide a detailed Project Plan as a Microsoft Project Gantt chart (in native MS Project file “.mpp” format), showing all major Work tasks on a week-by-week schedule, with Proposed Team Members (by name for Key Personnel and by Role for other Project team members) and indications of State participation requirements in the Project(s) to serve as the basis for managing and delivering the Work. The schedule must clearly demonstrate how the project will become fully operational by the delivery date. Within this detailed plan, the Offeror must give dates for when all Deliverables and milestones will be completed and start and finish dates for tasks. The Offeror also must identify and describe all risk factors associated with the forecasted schedule;

The Offeror will indicate who (State or Contractor) is assigned responsibility for each Deliverable within the Project Plan to the level at which control will be exercised;

Performance measurement baselines for technical scope, budget adherence, deliverable assembly, production and approvals in the context of the overall schedule;

Description of the Offerors proposed organization(s) and management structure responsible for fulfilling the Contract’s requirements and supporting the Work, in terms of oversight and control;

A summary of required State staff and their expected roles, participation and level of effort by project area (e.g., functional, technical, business) as well as role within each Project Phase (e.g., Requirements, Design, Construction, Testing, Deployment);

Description of the review processes for each Milestone and Deliverable (e.g. mandatory design review) and a description of how the parties will conduct communication and status review;

Description of the Project issue resolution process including an escalation plan; and

Description of the approach to manage subcontractors effectively, if the Offeror is proposing subcontractors.

9.4 Project Review Check Point Upon completion of the baselined Project Plan and on a quarterly basis throughout the Project, the Contractor, in conjunction with State Project Team, must deliver a presentation to the State. At a minimum, the presentation must address any known State or Contractor issues or concerns, including but not limited to the following:

Project scope, budget and schedule;

Any changes to key named resources assigned to the Project;

Project readiness including key issues and risk from their current status;

Project status including variance from baseline for key milestones, tasks, deliverables (Significant work products) and project closure;


Methodology, approach, and tools to achieve the Project goals (inventory and status of completeness and agreement for documented project management and implementation approaches. I.e., Project management plan, communication plan, requirements traceability, implementation approach and methodology); and

Roles, responsibilities, and team expectations.

Upon completion of the presentation, the State will immediately assess the health of the project and determine next steps for moving forward with the Project, within one week of the meeting, which may include the following:

Continue the Project;

Terminate the Contract; or

Suspend the Contract.

See Suspension and Termination language in Attachment Four for remedies for failure to deliver the proposed work.

Note: There may be additional Project Reviews conducted by the State on an as needed basis throughout the term of the Contract to assess Project health and ensure the Project is progressing successfully.

9.5 Meeting Attendance and Reporting Requirements. The Offeror’s project delivery approach must adhere to the following meeting and reporting requirements:

Immediate Reporting - The Project Manager or a designee must immediately report any Project staffing changes to the State Project Representative;

Attend Weekly Status Meetings - The State and Contractor Project Managers and other Project team members must attend weekly status meetings with the Project Representative and other members of the Project teams deemed necessary to discuss Project issues. These weekly meetings must follow an agreed upon agenda and allow the Contractor and the State to discuss any issues that concern them;

Provide Weekly Status Reports - The Contractor must provide written status reports to the Project Representative at least one full business day before each weekly status meeting; and

At a minimum, weekly status reports must contain the items identified below:

Updated GANTT chart, along with a copy of the corresponding Project Plan files (i.e. MS Project) on electronic media acceptable to the State;

Updated Critical Path analysis with the aforementioned GANTT chart and an accompanying PERT chart; Status of currently planned tasks, specifically identifying tasks not on schedule and a resolution plan to return

to the planned schedule; Issues encountered, proposed resolutions, and actual resolutions; The results of any tests; A problem tracking report must be attached; Anticipated tasks to be completed in the next week; Task and Deliverable status, with percentage of completion and time ahead or behind schedule for tasks and

milestones; Proposed changes to the Project work breakdown structure and Project schedule, if any; Planned absence of Contractor staff and the expected return date; System integration/interface activities; and The Contractor's proposed format and level of detail for the status report is subject to the State’s approval.


9.6 Utilize the State’s Document Sharing/Collaboration CapabilityIn conjunction with the delivery of the Project, coinciding with the start of the project through its conclusion, the Contractor must use the State provided and hosted document management and team collaboration capability (Microsoft® SharePoint™) to provide access through internal state networks and secure external connections to all project team members, approved project stakeholders and participants. In conjunction with the utilization of this tool, the Contractor must:

Structure the document management and collaboration pages and data structures in such a manner as to support the overall requirements of the Project;

Store all documents in machine readable, editable and native formats (e.g., XLSx, PPTx, VSD, DOCx, etc.) as opposed to proprietary, non-editable, image format or PDF based renderings;

Be responsible for the maintenance and general upkeep of the designer configurations of the tool in keeping with commercially reasonable considerations and industry best practices as to not adversely impact the project delivery efforts performed by the Contractor and State; and

At the conclusion of the project, or upon request of the State, ensure that the State is provided a machine readable and comprehensive backup of the SharePoint™ database(s) contained within the tool that is owned by the State and not proprietary to the Contractor or otherwise required by the State to maintain ongoing project documentation and artifacts (i.e., Contractor is to remove all Contractor proprietary or non-State owned or licensed materials from the tool).

9.7 Statewide Deployment PlanThe installation must be performed by no less than five (5) installation teams at the ODPS/BMV and the DR site locations per the schedule provided by the ODPS/BMV in consultation with BMV Field Operations. The installation schedule of the DR sites will be determined by Field Operations.

The installation must begin at the selected locations following the close of business of each agency. The new system will be tested at the conclusion of the installation. The Contractor must be present the following business day after installation when the agency opens for business to support initial go-live and production usage, questions and issues. The Contractor must remain at the agency for a minimum of three hours, to verify the new equipment is functioning and to train the agencies’ staff members. If the new equipment is not functioning, the Contractor must remain at the agency until all problems have been resolved.

The Offeror, as part of the response to this RFP, and subsequently as a Contractor performing the work, must detail and follow its proposed deployment plan including the methodology, objectives, approach, methods, tools, techniques, and specific work steps for installing the new technology in the ODPS Central Headquarters, BMV sites and each DR office. The implementation plan must address how the Offeror intends to complete the installations and training with minimal office impact and how this can be done in the deployment schedule. The implementation plan must also address how the Offeror will mitigate the risks with the Project implementation.

9.8 Onsite Delivery, Installation, Delivery and Disposal RequirementsThe Contractor must:

Provide, install, setup, configure, and test the new hardware and software (including any drivers) at the ODPS Central Headquarters, BMV locations and at DR locations.

Ship all products F.O.B. destination and provide free inside delivery to the specified floor/worksite of the State, BMV locations and DR sites.


Coordinate delivery dates and times with the BMV DTS and Field Operations Project Representative(s). It is the Contractor’s responsibility to respond with a firm delivery date subject to approval from the BMV DTS and Field Operations Project Representative(s). If there is a documented back order, the BMV DTS and Field Operations Project Representative(s) must be notified within 48-hours.

At the designated time, the Contractor must have the equipment shipped so that it arrives at the BMV location and DR sites the day it is to be installed, or at most, one (1) day prior to installation. The BMV location and DR offices do not have the physical space to store that equipment for more than one (1) day.

Perform required work at each BMV location and DR site outside of the BMV location and DR working hours, thus not interrupting the normal course of business. The State will facilitate reasonable Contractor access to each BMV location and DR site.

Provide and install all other hardware and software (including drivers) needed for a successful implementation, including all components and patch cables needed to connect the equipment to the BMV location and DR Ethernet network. The Contractor is not responsible for the office build out infrastructure (electrical outlets, hubs, switches, routers, etc.).

Maintain a site log that details the hardware and software configurations for each site. The site-log will be the property of the State, and one copy will be left on-site with the BMV location or DR or their designee and another copy will be sent to the ODPS/BMV point of contact.

Apply asset ownership tags with the Contractor’s name to each hardware component and maintain thereafter logs of all asset information into a Microsoft Excel spreadsheet prior to the physical installation and provide the electronic version and a paper version within fifteen (15) calendar days after the installation is complete. Asset ownership tags on equipment must be uniformly placed. All of the following information must be recorded and provided to the ODPS/BMV: Model Number, Serial Number, Asset Description, Location, and Asset ID Number. These site logs will be the property of the State. One copy will be left on-site with the BMV location and DR or their designee and one copy will be sent to the ODPS/BMV.

Remove and dispose from the BMV location and DR offices all packing, boxes, etc. used in the shipping and installation of the hardware and software driver involved in this Project.

Leave the office in a clean and neat state after installation is complete, and before the Contractor’s work is accepted. Cabling must be neat, labeled and orderly.

The Contractor must agree to provide expedited delivery service, if necessary, to maintain the implementation schedule or to replace defective equipment at no additional cost.

In the event of a change in the location of an existing BMV location or DR location, the Contractor will be required to uninstall, reinstall, and test the DL/ID solution in the new location.

The State reserves the right to move the hardware acquired under the Contract, however the movement of any Contractor provided hardware will be done under consultation between the State and Contractor as to the best methods and parties to perform such moves.

The Contractor’s installation times and schedule must be finalized and approved by the ODPS/BMV in accordance with the Installation Sequence as developed by the Contractor and agreed to by the State. Production installation will occur at a time determined by the ODPS/BMV. Final installation times will be finalized after the successful completion of the Beta Testing. The Contractor must provide onsite support for a minimum of three hours the first morning of operating the new system.

9.9 State Solution AcceptanceThe State’s use of the system will be subject to the following Testing and Acceptance conditions.


9.9.1 System Testing and Acceptance Process and TimingThe system acceptance process, regardless of selected operating model (i.e., OTC or CI) must consist of the following stages:

1) Alpha Test Period: Full system integration testing, prior to production implementation, at the ODPS/BMV Headquarters test site (lab setting).

2) Beta/Pilot Test Period: DL/ID system deployed and monitored in a production environment at 5 initial sites.

3) Final System Acceptance: Final acceptance review and monitoring after all DL/ID systems are fully operational statewide.

Unless otherwise specified and agreed in writing by the ODPS:

1) The Contractor and OPDS will agree upon an appropriate development and release timeline, including Alpha Testing.

2) The Beta/Pilot Test period will commence the day after the alpha testing is deemed successful and will last a period of time as mutually agreed upon by the Contractor and the ODPS/BMV that the system is operating as designed, meets appropriate SLA’s and performance is optimal.

3) Final System Acceptance will commence after the last statewide installation.

If the Offeror fails to meet any of the RFP requirements, the State may require a replacement of the DL/ID solution or any solution component (to be provided by the Contractor) and may avail itself of the other remedies available in this Contract. If a replacement is requested by the ODPS, such replacement must be with new equipment of comparable or greater quality and must be furnished and installed by the Contractor no later than to be operational on the next scheduled business day following the request for replacement, at no additional cost to the ODPS.

Notwithstanding the ODPS’ rights under the Contract to extend one or more testing periods, the DL/ID solution is required to achieve Final System Acceptance no later than 280 calendar days after Contract execution.

Extensions, if any, to the Alpha Test, Beta/Pilot Test, or Final System Acceptance periods must not constitute a waiver of ODPS’ rights or remedies under the Contract for breach or default. Extensions may only be granted at ODPS’ request.

The ODPS/BMV will provide written confirmation of acceptance following successful completion of the Alpha Test, Beta/Pilot Test, and Final Acceptance periods.

The ODPS/BMV will, and the Contractor must, maintain appropriate records documenting performance during the Alpha Test, Beta/Pilot Test, and Final System Acceptance Periods and such records must be conclusive for purposes of determining compliance with all testing criteria and Final System Acceptance requirements.

The ODPS/BMV will be the sole judge of compliance with testing criteria and whether any failure to satisfy or pass testing criteria was due to operator error or malfunction.

The Contractor will not be entitled to, and the ODPS/BMV will not pay, any charges associated with the Contractor’s failure to satisfy any testing criteria, or any test period, or associated with latent defects not detected during alpha/beta or final acceptance testing.

The Contractor must provide a proposed written test plan which must include, but not be limited to, all necessary criteria and tests to be performed to ensure that the DL/ID solution as a whole, and all components thereof, satisfy the requirements agreed to in this RFP, a description of all phases of testing, provisions for the documentation of testing results, problem detection, and corrective measures taken to permanently address problems, and a description of the resources, including the ODPS/BMV and Contractor staffing, necessary to conduct testing.


Notwithstanding the foregoing, the ODPS/BMV shall have the sole discretion to determine the test plan, including all details contained therein, that will ultimately be used in the determination of whether the DL/ID solution, and all components thereof, satisfy the requirements and desirables agreed to in this RFP (including all addenda and any resulting Contract). The Contractor must finalize and document the written test plan, with the ODPS/BMV consultation, prior to the beginning of the Alpha Test Period.

9.9.2 System Testing and Acceptance Period – Alpha Test PeriodThe Alpha Test Process and Test Period must be performed at ODPS, Shipley Building, Columbus Ohio.

The Alpha Test Period will begin upon receipt of written notice and documentation from the Contractor that delivery and installation of the DL/ID solution has been completed and a system audit and successful testing during development was performed at the site demonstrating that the system meets the design/performance capabilities stipulated by the Contract.

The Alpha Test Period must be a fully integrated system testing period, in a non-production environment, where the Contractor must successfully demonstrate all requirements of this RFP (including all addenda and any resulting Contract) for a time period as agreed upon by the Contractor and ODPS.

The Alpha Test Period must include, but not be limited to testing to confirm, to ODPS’ satisfaction, that the DL/ID solution:

1) Performs successfully in accordance with all requirements specified in this RFP (including all addenda and any resulting Contract).

2) Performs successfully in accordance with all manufacturer’s and Contractor’s technical and user specifications; the ODPS/BMV reserves the right to conduct measurements of performance against the manufacturer specifications at any time during this period.

3) Demonstrates required parameters of operation. 4) Operates effectively and efficiently, without equipment, component, or software driver failures, for a

sustained period as agreed upon by the Contractor and ODPS, during which DL/ID solution performs at an effectiveness level of 99.9% uptime.

5) Demonstrates defect-free interfaces to the ODPS/BMV system applications (BASS). 6) Produces acceptable cards that meet the specified security and durability requirements.

If the DL/ID solution does not, in the sole judgment of the ODPS, perform or operate in accord with the criteria set forth in this RFP, the Alpha Test Period may continue, at ODPS’ sole discretion, on a day-to-day basis until the DL/ID solution, in ODPS’ sole judgment, meets all such criteria.

9.9.3 System Testing and Acceptance Period – Beta/Pilot TestThe Beta/Pilot Test Period at five (5) Deputy Registrars to be identified by ODPS/BMV.

Once the Alpha Test Period is declared successful by the ODPS, system training and system installations must commence at five (5) initial sites as determined and scheduled by the ODPS/BMV in preparation for the Beta/Pilot Test Period. The Contractor must, and the ODPS/BMV will, conduct an operational site systems test and review after each site is installed and certified ready for production implementation.

Once all five initial sites are declared ready for production implementation by the Contractor and the ODPS/BMV in writing, the Beta/Pilot Test Period will begin. The Beta/Pilot Test Period must be a production testing period at five (5) initial sites where the Contractor must successfully demonstrate all requirements of this RFP (including all addenda and any resulting Contract) for 30 consecutive calendar days, or less at ODPS’ option.

In order to pass the Beta/Pilot Test Period, the Contractor must successfully demonstrate that the DL/ID solution meets all requirements of this RFP (including all addenda and any resulting Contract) and performs all functions


at an effectiveness level of at least 99.9% uptime during business hours. There will be no more than two (2) remedial maintenance tasks for the same problem and agency for 30 consecutive calendar days while operating in full production mode.

The Beta/Pilot Test Period testing must include, but not be limited to testing to confirm, to the satisfaction of the ODPS, that the DL/ID solution:

1) Performs successfully in accordance with all the requirements specified in this RFP (including all addenda and any resulting Contract).

2) Continues to perform successfully in accordance with all manufacturer’s and Contractor’s technical specifications and user specifications; the ODPS/BMV reserves the right to conduct measurements of performance against the manufacturer specifications at any time during this period.

3) Demonstrates ease of operation. 4) Operates effectively and efficiently, without equipment, component, or software driver failures, for a

sustained period of 30 consecutive calendar days, or less at ODPS’ option, during which the DL/ID solution performs at an effectiveness level of 99.9% during business hours at each location.

5) Demonstrates problem-free interfaces to the ODPS/BMV system applications BASS DL/ID issuing software.

6) Produces acceptable DL/ID cards that meet the specified security and durability criteria.

The Contractor must, in order to pass the Beta/Pilot Test Period, demonstrate its ability to provide the required service and maintenance of the DL/ID solution throughout the entire Beta/Pilot Test Period.

In order to pass the Beta/Pilot Test Period, any and all equipment provided pursuant to this RFP (including all addenda and any resulting Contract), and the DL/ID solution as a whole, must, to the satisfaction of the ODPS, conform to all specifications published or provided by the Contractor or manufacturer, including but not limited to, issued DL/ID physical characteristics, operating characteristics, space requirements, power requirements, and maintenance.

In order to pass the Beta/Pilot Test Period, any and all software, including, but not limited to any customizations, must, to the satisfaction of the ODPS, conform to all specifications published or provided by the Contractor or developer in all respects, including, but not limited to, operating performance and interfacing with the ODPS/BMV system applications.

If the DL/ID solution does not meet or sustain performance at an effectiveness level of 99.9% uptime during business hours per location per week and meet all of the other criteria set forth in this RFP, during the 30 consecutive calendar days of the Beta/Pilot Test Period, the Beta/Pilot Test Period may continue at ODPS’ sole discretion, on a day-to-day basis until the DL/ID solution, in ODPS’ sole judgment, meets all such criteria for 30 consecutive calendar days, or less at ODPS’ option.

9.9.4 System Testing and Acceptance Period – Final System Acceptance Once the Beta/Pilot Test Period is declared successful in writing by the ODPS, system training and system installations must commence at the remaining sites as determined and scheduled by the ODPS/BMV in preparation for Final System Acceptance. The Contractor must conduct an operational site systems test and review after each site is installed and certified ready for production implementation.

Once the remaining sites are declared ready for production implementation by the Contractor and the ODPS/BMV in writing, Final System Acceptance will begin. Final System Acceptance must be a statewide production monitoring period where the Contractor must successfully demonstrate all requirements of this RFP (including all addenda and any resulting Contract) for 30 consecutive calendar days, or less at ODPS’ option.


In order to pass Final System Acceptance testing, the Contactor must successfully demonstrate that the DL/ID solution meets all requirements of this RFP (including all addenda and any resulting Contract) as mutually agreed upon by the Contractor and the ODPS/BMV and the system is operating as designed, meets appropriate SLA’s and performance is optimal.

Final System Acceptance monitoring must include, but not be limited to monitoring to confirm, to the satisfaction of the ODPS, that the DL/ID solution:

1) Performs successfully in accordance with all the mandatory requirements specified in this RFP (including all addenda and any resulting Contract).

2) Continues to perform successfully in accordance with all manufacturer’s and Contractor’s technical specifications and user specifications; the ODPS/BMV reserves the right to conduct measurements of performance against the manufacturer specifications at any time during this period.

3) Demonstrates ease of operation. 4) Operates effectively and efficiently, without equipment, component, or software driver failures, for a

sustained period of 30 consecutive calendar days, or less at ODPS’ option, during which the DL/ID solution performs at an effectiveness level of 99.9% uptime during business hours per location.

5) Demonstrates problem-free interfaces to the ODPS/BMV BASS DL/ID issuing application. 6) Produces acceptable DL/ID cards that meet the specified security and durability criteria.

The Contractor must, in order to achieve Final System Acceptance, demonstrate its ability to provide adequate service and maintenance of the DL/ID solution statewide throughout the entire Final System Acceptance period.

In order to achieve Final System Acceptance, any and all equipment provided pursuant to this RFP (including all addenda and any resulting Contract), and the DL/ID solution as a whole, must, to the satisfaction of the ODPS, conform to all specifications published or provided by the Contractor or manufacturer, including but not limited to, physical characteristics, operating characteristics, space requirements, power requirements, performance requirements, and maintenance.

In order to achieve Final System Acceptance, any and all software, including but not limited to any customizations, must, to the satisfaction of the ODPS, conform to all specifications published or provided by the Contractor or developer in all respects, including, but not limited to, operating performance and interfacing with the ODPS/BMV systems.

9.10 State Training Plan and Rollout: General RequirementsThe Offeror must submit a detailed training plan that includes Operational, Administrative, Technical, and remedial/refresher training. That training plan must meet all of the requirements listed in the RFP.

The ODPS/BMV and the Contractor will establish a training schedule for Operational, Administrative, Technical, and remedial/refresher training. The training plan for the DRs and BMV locations must coincide with the ODPS/BMV approved installation sequence and schedule.

The training program and plan for use by the business unit functional team, system administrators, BMV locations, DRs and help desk personnel must be formulated and in place at the time of the initial conversion to the new system.

Prior to training, the Contractor must present a “dry run” training presentation at ODPS, Shipley Building, for the ODPS/BMV staff for approval. This presentation must represent the material to be presented during the actual training and must include the final training documents. The documents must include, but not limited to, user manuals, maintenance manuals, and detailed product specifications. Each document must also be provided in electronic format.


Following installation of the Contractor solution and completion of testing within the DR location; the Contractor must be present at the agency for a minimum of three (3) hours, to verify the new equipment is functioning and to support the reinforcement of training to the agency’s staff members. If the new equipment is not functioning, the Contractor will remain at the agency until the problems have been resolved.

Remedial / Refresher training must be conducted each year within one (1) month of the designation of the new DRs and must be available to all new DRs and current DRs or other designee(s) seeking refresher training.

9.11 Operational Staff Training RequirementsDeputy Registrar and their employees must receive sufficient system management and operations training to provide daily operational proficiency. Training must be conducted at the time of installation by the Contractor at each site and must include, but not be limited to, the following:

1) Equipment/software driver information and operation. 6) Trouble shooting and monitoring. 7) Preventive maintenance tasks (i.e. cleaning, refills, replenishment). 8) DL/ID solution operation.

For each type of operational training, the proposed training plans must include:

1) Method of training.2) Length of training (estimate number of hours for each type of employee). 3) Facility requirements for training. 4) Detailed outline and description of each training session 5) List of training materials, user manuals and samples.

The Operational Staff Training will include the following topics/subjects at a minimum:

Course Outline/SubjectsIntroductionEquipment/software driver information and operationOverview of DL/ID Card Production ProcessAdministrative FunctionsPhoto & Signature Best PracticesPreventive Maintenance & TroubleshootingHands-On ProcessingSecurity Processes and ProceduresHelp Desk ProceduresQuestion and Answer SessionTraining Evaluation FormProduction support

9.12 ODPS/BMV Training RequirementsODPS/BMV Staff must receive sufficient system management and operations training to provide daily operational proficiency. Training must be conducted by the Contractor at the ODPS/BMV Headquarters facility and must include, but not be limited to, the following:

1) Equipment/software driver information and operation. 9) DL/ID solution operation. 10) DL/ID solution maintenance.11) Troubleshooting and monitoring. 12) Preventive maintenance tasks (i.e. cleaning). 13) Reporting.


For each type of administrative training, the proposed training plans must include:

1) Method of training. 2) Length of training (estimate number of hours for each type of employee). 3) Facility requirements for training. 4) Detailed outline and description of each training session.5) List of training materials, user manuals and samples.

The Administrative and In-House Field Operations Training must include the following topics/subjects at a minimum:

Course Outline/SubjectsIntroductionEquipment/software driver information and operationDL/ID solution operationAdministrative & Supervisory FunctionsPhoto & Signature Best PracticesReports & Audit FunctionsPreventive Maintenance & TroubleshootingHands-On ProcessingSecurity Processes and ProceduresHelp Desk Procedures and EscalationQuestion and Answer Session

9.13 Information Technology / Technical Training RequirementsThe Offeror must provide a detailed technical training plan for the Information Technology Office (ITO). Technical training must be conducted by the Contractor at the ODPS/BMV Headquarters facility and must include, but not be limited to:

1) Routine information technology management tasks.2) DL/ID solution operation, as well as an overview of the system hardware and software driver products

architecture and connectivity, hardware component and system installation, hardware and software driver products problem diagnosis and resolution, software driver products distribution, etc.

3) DL/ID solution maintenance. 4) System integration and development. 5) Troubleshooting and monitoring.

The proposed information technology / technical training plan must include:

1) Method of training.2) Length of training (estimate number of hours for each type of employee). 3) Facility requirements for training.4) Detailed outline and description of each training session. 5) List of training materials and samples including all maintenance user manuals and product specifications.

The Information Technology/Technical Training will include the following topics/subjects at a minimum:

Course Outline/SubjectsIntroductionEquipment/software driver information and operationDL/ID solution operationAdministrative & Supervisory FunctionsRoutine Information Technology management tasksArchitecture and connectivityHardware component and system installationProblem diagnosis and resolution


Course Outline/SubjectsSoftware driver products distributionSecurity Processes and ProceduresHelp Desk Procedures and EscalationHands-On ProcessingQuestion and Answer SessionTraining Evaluation Form

Should an Offeror, in their experience require additional training areas, curricula or topics, Offerors may propose augmentation of the above Training materials to accommodate this experience, provided the State’s minimum requirements are met.


10.0 Response Considerations and Other Requirements

10.1 AssumptionsThe Offeror must list all the assumptions the Offeror made in preparing the Proposal. If any assumption is unacceptable to the State, the State may at its sole discretion request that the Offeror remove the assumption or choose to reject the Proposal. No assumptions may be included regarding the outcomes of negotiation, terms and conditions, or requirements. Assumptions should be provided as part of the Offeror response as a standalone response section that is inclusive of all assumptions with reference(s) to the section(s) of the RFP that the assumption is applicable to. Offerors should not include assumptions elsewhere in their response.

10.2 Support RequirementsThe Offeror must describe the support it wants from the State other than what the State has offered in this RFP. Specifically, the Offeror must address the following:

Nature and extent of State support required in terms of staff roles, percentage of time available, and so on;

Assistance from State staff and the experience and qualification levels required; and

Other support requirements.

The State may not be able or willing to provide the additional support the Offeror lists in this part of its Proposal. The Offeror therefore must indicate whether its request for additional support is a requirement for its performance. If any part of the list is a requirement, the State may reject the Offerors Proposal, if the State is unable or unwilling to meet the requirements.

10.3 Pre-Existing MaterialsThe Offeror must list any Pre-Existing Materials it owns that will be included in a Deliverable if the Offeror wants a proprietary notice on copies that the State distributes. For example, the Offeror may have standard user interfaces or standard shells that it incorporates in what is otherwise custom software. (See the Ownership of Deliverables section of the General Terms and Conditions.) The State may reject any Proposal that includes existing materials for a custom solution, if the State believes that such is not appropriate or desirable for the Project.

10.4 Commercial MaterialsThe Offeror must list any commercial and proprietary materials that the Offeror will deliver that are easily copied, such as Commercial Software, and in which the State will have less than full ownership (“Commercial Materials”). Generally, these will be from third parties and readily available in the open market. The Offeror need not list patented parts of equipment, since they are not readily copied. If the Offeror expects the State to sign a license for the Commercial Material, the Offeror must include the license agreement as an attachment. If the State finds any provisions of the license agreement objectionable and cannot or does not negotiate an acceptable solution with the licensor, regardless of the reason and in the State's sole discretion, then the Offerors Proposal may be rejected. If the State is not going to sign a license, but there will be limits on the State's use of the Commercial Materials different from the standard license in the General Terms and Conditions, then the Offeror must detail the unique scope of license here. Unless otherwise provided in this RFP, proposing to use Commercial Materials in a custom solution may be a basis for rejection of the Offerors Proposal, if the State, in its sole discretion, believes that such is not appropriate or desirable for the Project. Any deviation from the standard license, warranty, and other terms in Attachment Four also may result in a rejection of the Offerors Proposal.


If the Offeror proposes a Deliverable that contains Commercial Software or other Commercial Materials with terms that differ from the terms in Attachment Four for Commercial Software and Materials, then those terms must be detailed here, and any proposed separate agreement covering those items must be included in the Offerors Proposal. This is required even if the State will not be expected to sign the agreement. Any deviation from the standard terms in Attachment Four may result in a rejection of the Offerors Proposal.

10.5 Background Check of Offeror PersonnelUpon Contract award, the Contractor and all staff involved in the Project or ongoing Service must undergo a complete and thorough background check, at the ODPS’ expense. Personnel background checks are specifically for those individuals that have direct access to any State specific elements of the service including but not limited to hardware, software, systems access, DL/ID materials and any State data. This will include previous work addresses for the last ten (10) years. An extensive investigation will be conducted by the ODPS/BMV prior to the assignment of the Contractor’s staff to begin work onsite at ODPS.

Background checks will be performed to determine if current or potential employees, of the Contractor or sub-contractor(s), have any types of convictions in the following areas:

1) Any record of violence, domestic or otherwise; 2) Drug-related convictions; 3) Theft; 4) Other offenses deemed at risk to the facility or its population.

Those employees and potential employees of the Contractor and sub-contractor (s) with felony convictions or other criminal records, unless specifically approved by the ODPS, will not be permitted to be employed on this Project or have any physical access to systems or devices providing services to the State.


11.0 Offeror Solution Operating Requirements

11.1 General Operating RequirementsAll maintenance must be performed in a manner to ensure continuous operation of the DL/ID solution at all locations. The Offeror must provide a maintenance and support plan that minimally includes:

Fully knowledgeable service representatives throughout the State.

Parts supply and back-up equipment availability is assured for all locations.

Coordination of maintenance visits.

The Contractor must:

Furnish the ODPS/BMV with a monthly report on all maintenance performed on any equipment by site, identifying the type of problem, malfunctioning equipment, location of equipment, problem resolution, etc.

Provide help desk support, to include, but not limited to, informational and technical assistance. This resource will have the following minimum capabilities; troubleshooting DL/ID system, and peripheral equipment via a web-based ticketing system (see below) and e-mail for the duration of the Contract.

Provide web tracking and reports. A web-based problem tracking system (also called trouble ticket system or incident ticket system) will be available to specified ODPS/BMV staff. This system must be capable of creating, tracking, updating trouble tickets, as well as generating reports for tracking of timelines, system related failures, and other related issues.

The ODPS/BMV will notify the Help Desk of the issue (Preferably via the web-based ticketing system as the primary and the toll free number as the secondary. E-mail would only be used as a final option), and the Help Desk will review the details of the problem and respond to the appropriate site via telephone within 30 minutes. If the Help Desk is able to resolve the issue, the ticket is closed and updated with documentation of the solution to allow other help desk technicians and ODPS/BMV Help Desk staff to reference for future use. If the issue needs to be escalated, a technician will be dispatched to the site in accordance with the service level agreement. In agencies with a redundant printer, if one printer needs repair or replacement, the service must be completed within 6 business hours of the initial report.

Submitting and monitoring issues must not require additional software installed by ODPS.

The Contractor’s provided Help Desk and staffing must minimally include the following:

Offer web-based support from 7:00 a.m. to 8:00 p.m.

Manage work orders through a web-based ticketing system.

Provide web access to the help desk application, form reporting and monitoring.

Web-based incident reporting capabilities, as well as by telephone.

The Contractor must provide a skilled technical representative to provide onsite assistance to ODPS/BMV personnel with technical questions and problems during the Alpha and Beta Testing. The Contractor’s representative will be required to work at the central site, ODPS/BMV, 1970 West Broad Street, Columbus, Ohio 43223. The Contractor’s representative will be required to be available Monday through Friday, 7:00 a.m. to 8:00 p.m., and Saturday, 7:00 a.m. to 4:00 p.m., or as necessary.


The Contractor must provide a fully functional toll-free number, web-based tracking system and e-mail support system prior to the start of the Pilot (Beta) testing. Support must be available during normal DR business hours (Monday through Saturday). This service must continue throughout all testing and the Contract period following Final System Acceptance to answer any questions related to the operation of the system or problems.

11.2 Maintenance and Support PlanThe Offeror must submit a detailed Maintenance Plan, including a description of how it meets requirements to support the proposed solution to this RFP. The Maintenance and Support Plan must detail how the Contractor will ensure that all maintenance activities will be performed in a manner such that the ability to produce DL/ID cards with minimal interruption is maintained at all locations.

The Offeror will specify the number of proposed service representatives available, their office locations throughout the State, and how they are assigned to this program. The Contractor will make sure that all field service personnel are adequately staffed and trained to provide the coverage required to meet the SLA’s as required by the State.

The Offeror will include the plan for training the proposed service representatives to be fully knowledgeable of the DL/ID solution including all hardware and software driver products components and their operation and ensure that the Contractor staff of service representatives are fully knowledgeable throughout Ohio including Contractor specific functions and procedures as well as manufacturer (e.g., specific printer or scanner) specific maintenance and repair procedures.

The Contractor will provide all detailed manufacturer documentation [written manual and CD manual] to all field service technicians and an electronic reference copy to the State for central maintenance and reference.

The Contractor will maintain staffing levels that are adequate to accept all ODPS/BMV trouble calls to their provided Help Desk and respond to calls for service within the times required by service levels. The Contractor will provide a list of all site locations, hours, telephone numbers, manager names, equipment quantities and serial numbers, to their Help Desk Personnel and an electronic copy to the State for central reference.

As part of their response, the Offeror will provide a description of how parts supply and back-up equipment availability is assured for all locations.

The Contractor will ensure the availability of the required parts supply and back-up equipment to all BMV locations and DR locations. All field service technicians will receive identical parts kits and replacement hardware devices (e.g., printers and scanners) so that broken units can be swapped out for depot service without impacting agency operations and include complete hardware spares and recommended spare parts kits as provided by the equipment manufacturer(s). In addition, the Contractor will purchase at the onset all anticipated and recommended spare parts and whole parts required for the entire Contract term to ensure that enough parts are on hand to provide service for the entire Contract term in the event that a part becomes obsolescent without a superseding compatible replacement during the contract.

The Contractor will make sure that at the time of installation, all equipment is newly manufactured and is in good working order and functioning in accordance with the requirements of this RFP and manufacturer specifications.

The Contractor will assume full ownership and responsibility to make all necessary adjustments, repairs and replacements without any additional charges to the State and to maintain each system and related component in working order for the entire duration of the contract.

All hardware procured for the ODPS/BMV program will be first configured and tested for performance by the Contractor. Once the hardware is approved by the ODPS/BMV for installation, the Contractor will install and configure the hardware at the ODPS/BMV sites under the supervision of the ODPS/BMV. Once the local


installation is completed, the Contractor will perform functional and performance testing of configuration before handing over the system to local staff.

The Contractor will track all the equipment and provide the State visibility into the whereabouts and status of all serialized equipment whether installed, in the spares pool, or out for repair.

11.3 Remedial, Routine and Preventative Maintenance Responsibilities and Response Times

11.3.1 Remedial Maintenance and Installation ResponsibilitiesAt the time of installation, all equipment must be newly manufactured and in good working order. It is the Contractor’s responsibility to make all necessary adjustments, repairs, and replacements, without additional charge, and to maintain each system and related components in good working order for the term of the Contract.

The Contractor must provide an incident report, via the web-based tracking system, to BMV DTS upon completion of a service call detailing what actions were taken and the status and closure of the problem.

Remedial Maintenance and Installation and Closure Response Requirements

The State has the following requirements for response times for remedial, and emergency maintenance and help desk calls. The Contractor must react immediately to restore services to sites that are not functioning. Once a service call is placed to the Contractor by the ODPS, the Contractor must:

1) Respond back within 30 minutes to the malfunctioning site via return call response. 2) Take all necessary corrective actions to restore services and bring the system to an operational state

within 3 business hours. 3) Perform software driver maintenance to restore services and bring the system to an operational state

must be completed by the Contractor at no charge to the ODPS/BMV and the Contractor must coordinate with the ODPS/BMV to manage the release of software driver products fixes, if required.

4) All hardware items associated with the successful and reliable operation of the system are required to be repaired or replaced with new equipment or with certified-repaired equipment which was part of the ODPS/BMV’s initial solution by the Contractor at no charge to the ODPS/BMV in order to restore services and bring the system to an operational state.

11.3.2 Preventative Maintenance RequirementsThe Contractor must provide the necessary preventive maintenance, required testing and inspection, calibration, and other work necessary to maintain the equipment in good working order and complete operational condition for the duration of the Contract and the subsequent transition period.

Preventive maintenance work must be scheduled to minimize impact to normal business operations at each location. Preventive maintenance must be performed at a time mutually agreed to by the ODPS/BMV and the Contractor.

The preventative maintenance will minimally occur once per year and in accordance with OEM maintenance specifications. At this time, the Contractor’s personnel will provide preventative maintenance on all Contractor supplied equipment (i.e. printers, cameras, flash, signature pads, etc.) and a quality control check on consumables in inventory.

The Contractor must perform a quality control check on each shipment, prior to leaving the warehouse, to verify the consumables shipped are the correct items and not defective.

The State has the following requirements for preventative maintenance:


The Contractor will arrive within 30-minutes to all scheduled service visits during published ODPS/BMV operational hours. The Contractor Help Desk or the dispatched field technician will notify the ODPS/BMV supervisor of the estimated time of arrival for Contractor field technicians.

Contractor will provide on-site maintenance for the image workstations such that no licensing location is without an all-purpose workstation capability for more than four (4) hours for 99.5% of the calls requiring service to equipment that cannot be done remotely (i.e., require a visit). Contractor will repair or replace defective equipment at the BMV location of the equipment within the specified, required time frame.

The Contractor will be fully responsible for reliability, performance, and efficiency of its provided equipment and will provide reliability data to ODPS/BMV where available from the equipment manufacturer (initially) and then based on ODPS/BMV actual use, quarterly updates thereafter.

Unless otherwise specified in the Offerors proposal, the Contractor equipment must include: Image Capture Components and Image Capture Workstations consisting of a camera/flash unit, and signature pad.

The Contractor will perform preventive maintenance according to manufacturer’s recommendations during remedial maintenance visits – or at least once yearly in instances where no remedial maintenance visit was recorded for that particular site.

The Contractor will establish a routine service and maintenance schedule in conjunction with the State and agrees to coordinate maintenance visits with ODPS/BMV as to adhere to required service/maintenance intervals and not disrupt routine ODPS/BMV operations serving the public. Further, Contractor field service technicians and Help Desk representatives will co-ordinate visit schedules in a manner acceptable to the ODPS/BMV. Call information will always be made available to ODPS/BMV using a web-accessible system.

All maintenance activity performed at sites will be closed out/approved with the ODPS/BMV supervisor. The name of supervisor and date/time of repair will be recorded by the Contractor, along with any comments provided by the field service technician or ODPS/BMV supervisor. This data will be attached to the call/ticket incident report and becomes a part of the record for that call.

11.4 Maintenance Reporting Requirements and ResponsibilitiesThe Offeror must meet the maintenance requirements as below:

The Contractor will provide an adequate supply of spare parts (whole unit spares and individual spare parts as recommended by the equipment manufacturer) as well as what is required by ODPS/BMV as “State” spares.

All service request / resolution data is maintained within by the Contractor and made available via web access to the State. During the implementation phase, the Contractor will establish mutually agreeable reports that will be generated per ODPS/BMV requirements. At a minimum these reports must be as follows:

Daily Reports

1) An “open request status report” showing all open service requests with all performance and response time information

2) “Requests closed since the last report” listing all closed resolved requests with pertinent problem, resolution, root cause, and performance information.

Should the State identify a systemic or repeating issue affecting a large number of site(s) or device(s), the State may require that these reports are discussed via daily conference call between ODPS/BMV and the Contractor until ODPS/BMV is comfortable that all service requirements are being met.

Monthly Reports


1) Volume Summary - Each month a summary of all service requests will be provided by the Contractor that quantifies problem types, resolution types, etc. by equipment type. This information will include a previous twelve months to help identify trends.

2) Inventory Report - Each month a comprehensive inventory is reported that shows the location and status of all Contractor equipment. This report will track all installed equipment, spare pool hardware, and equipment out for repair. Any equipment that is permanently removed from service will be considered “retired” and can no longer be transacted against, but a record should be maintained in an inactive status for historical purposes.

3) Performance Report – This monthly report will list all of the performance data against SLA requirements including; response time, ETA, arrival time, time to repair and close time against ODPS/BMV business hours. This data is generated monthly and published with a twelve-month history for trend analysis.

14) Ad Hoc Reports - Contractor will provide reports to the ODPS/BMV on request that will in general be specific to ODPS/BMV needs regarding: problems, call volume analysis and comparison at the site level, site history reporting, operator history reporting etc.

Should the State determine that there appears to be an issue with a hardware device statewide, the Contractor will review data with ODPS/BMV and the equipment manufacturer to determine if corrective action is necessary. If there appears to be an issue at a few ODPS/BMV sites only, the Contractor and ODPS/BMV will investigate the data to determine if additional training is necessary for staff at these locations.

After Contract award, Contractor will determine what catastrophic failure plans are already in place at ODPS/BMV and will provide appropriate measures to ODPS/BMV that will be in line with the overall system catastrophic failure system wide plans.

11.5 Preventive Maintenance and Support PlanThe Offeror must submit a detailed preventive maintenance plan describing all preventative maintenance tasks, schedule, frequency of each task, time required to perform each task, and staff responsible for performing each task, etc. for all provided solution elements.

Offeror will follow the recommended preventive maintenance practices as provided by each original equipment manufacturer. Cleaning activities will be carried out by Contractor field service technicians to ensure optimal equipment performance.

The Contractor’s operations manager will consult with ODPS/BMV prior to scheduling the maintenance visits and maintenance related activities and follow the State requirements for proposing the schedule of the maintenance activities.

Maintenance hours will range generally from 7:00 am to 9:00 pm, Monday through Saturdays excluding State holidays.

In case of emergency, with prior approval from ODPS/BMV, the Contractor Operations Manager will schedule the disaster recovery operations as required regardless of the hour.

11.6 Telephone Support and Notification RequirementsContractor will provide a toll-free line where ODPS/BMV users can order consumables, request support, and address remedial/maintenance activity.

This line will be effectively available from 7:00 am to 9:00 pm Monday through Saturday, excepting State holidays.

The Contractor’s Help Desk Operator will receive calls and update a call tracking system with a service request. The service request must be able to be monitored by ODPS/BMV personnel via the web-based tracking system.


The Contractor will provide a Single Point of Notification for their call center and document procedures for reporting, tracking, and obtaining status on problems. Furthermore, the Contractor will provide documented procedures for dispatching service staff, coordinating, resolving, and following-up with the ODPS/BMV on calls.

The Contractor will be responsible for verifying the closure of calls on a daily basis with ODPS. Contractor Customer Service Representatives interact with the Contractor field services personnel to schedule visits and own responsibility for informing and co-coordinating these visits with ODPS/BMV users/supervisors accordingly.

The Contractor provided web-based help desk system will ensure prompt reporting/tracking of issues and statuses that will be readily available to ODPS. In addition, Contractor’s Help Desk Supervisor will use the process of daily status calls to follow-up on open calls and provide estimated time of fixes within the established SLA’s.

The Contractor will provide a fully configured and functional Web Tracking and Reporting system that will, at a minimum, provide the following functions and requirements:

1) Incident recording or incident call tracking.2) It will be possible to create, track, and update trouble calls.3) Management of work orders through web-based calling system.4) Users will be able to generate reports for tracking of timelines, system related failures and other related

issues.5) System will be available from 7:00 am to 9:00 pm during scheduled business days, excluding State

holidays.6) Web-based incident reporting capabilities as well as by phone and e-mail7) Owned, operated and maintained by Contractor.8) Toll free telephone support.9) There will not be a need to install additional software or driver at ODPS client machines to run this

system.

The Contractor understands the preference of ODPS/BMV that they will use web tracking system as the primary way of troubleshooting and the toll free number as the secondary, with E-mail used as the last resort if the contact via the first two methods is not established.

The Contractor’s Help Desk will review and acknowledge receipt of all tickets within 15-minutes. The resolutions will be recorded and reconciled within the web-based help desk system for the consumption of fellow Help Desk Operators and facilitating the ODPS/BMV to generate reports.

The Contractor will provide an incident report via the web-based tracking system to the ODPS/BMV upon completion of a service call detailing the actions taken to resolve the problem and status of the problem.

11.7 Solution Element Change Management (Hardware, Software, Devices and Other Offeror Provided Elements)

The Contractor will ensure that all changes to the provided solution will ensure that during the lifecycle of the project, no elements are added, modified, replaced or removed without appropriate authority and traceability and that Change Remedial/Maintenance control is exercised at various levels within the Contractor’s Configuration Management Environment.

The Change Control Process will define the procedures that will be followed for managing changes in the scope, schedule, resources, or costs of the service to the State and include processes for initiating, analyzing, approving and tracking change requests.


The Change Control Process will involve the ODPS/BMV Project Manager and Contractor Project Manager, each of whom will seek input from their relevant State stakeholders. The Contractor, via the Change Control Process, will perform State approved changes following State’s approval to do so.

The Contractor will establish and follow a release management process for all release updates or changes to the State and the Contractor is responsible for ensuring that only authorized new or modified system components are rolled out in the Production environment in a way that will ensure minimal disruption of activities that may impact the State. A release can consist of hardware, software, device drivers and interface software.

All releases will be tested by the Contractor prior to being deployed at any State environment. The Contractor will ensure that:

The release contains only changes/new features, authorized/approved by the Change Control process.

The traceability of the changes / new features is maintained and documented, i.e. it can be linked to the requirement / change request.

All project artifacts impacted by the change are either included in the release or are scheduled for a later release. This includes any documentation associated with a system feature change must be reviewed to ensure that the change is adequately reflected in the documentation.

The Contractor must document and follow the process for release / patch deployment to Production environments and equipment. The process must ensure that product updates and upgrades are transitioned to Production seamlessly without causing any disruption to the State. This includes releases for customer or State facing systems, test or demonstration systems, databases, or card production systems.

The releases will include any of the following, at a minimum:

Product update to include enhancements / modifications as per change requests or according to the Contractor product enhancement strategy.

Bug fixes to resolve production issues – Bug fixes may be required to be moved as emergency hot patches or fixes.

Operating system / licensed software updates / upgrades / security patches and updates to the Contractor provided software, device drivers and other Contracted provided elements to comply with State security and operating system deployments.

11.8 Offeror Release Planning, Communications and ExecutionThe Contractor will develop and communicate no less frequently than quarterly the solution Release Plan that identifies all scheduled releases. The plan will consolidate all updates to minimize the need for frequent releases. An exception to this is when an emergency patch is required to fix a production or security impacting issue.

The Contractor, for any release, will deploy all changes to Contractor provided Test environment established within the ODPS/BMV infrastructure. This environment will simulate the Production environment and utilize the same operating, software, hardware tools and processes as then currently in Production.

Once the deployment in the Testing environment is successfully completed and tested by the Contractor, the release and all test results demonstrating success will be presented to the State for review and if required by the State, State Acceptance Testing. Upon the State’s written indication that testing is completed and accepted, whether performed relying on the Contractor’s result or by the State as a formal acceptance test, the Contractor must deploy the newly tested elements to production.

For each software release, release notes will be generated and provided electronically to the State for reference. These notes will include and indicate all configuration management items, changes, bug fixes, and other


modifications that comprised the release. The Contractor must maintain complete audit trails and a reversibility plan must be available for each release component to ensure that any changes that may cause disruptions can be rolled back immediately if needed.

Under no circumstances, other than an emergency security or disaster recovery situation, shall a patch or change be applied to the State’s production environment without the State’s written approval.


12.0 Post Contract Transition and Support Requirements

12.1 OverviewContractor will provide to the State of Ohio the Termination Assistance Services set forth herein in connection with the termination or expiration of the Contract.

To the extent the Termination Assistance Services include any tasks which Contractor is not otherwise obligated to perform under the Contract, the charges will be based on then-current rates for Services as proposed by Contractor in this RFP or prevailing rates at the time of termination, whichever is lower.

“Termination Assistance Services” will mean (a) to the extent requested by the State of Ohio, the continued performance by Contractor of its obligations under the Contract (including providing the Services which are subject to termination or expiration), and (b) the provisioning of such assistance, cooperation and information as is reasonably necessary to help enable a smooth transition of the applicable Services to the State of Ohio or its designated 3rd Party provider (“Successor”). As part of Termination Assistance Services, Contractor will provide such information as the State of Ohio may reasonably request relating to the number and function of each of the Contractor personnel performing the Services, and Contractor will make such information available to the Successor designated by the State of Ohio.

Contractor will cooperate with the State of Ohio in its attempts at transferring the services responsibilities another provider in a manner in keeping with not adversely affect the provision of ongoing services.

12.2 ResponsibilitiesCommencing no less than twelve (12) months prior to expiration of this Contract or on such earlier date as the State may request, or commencing upon a notice of termination or of non-renewal of this Contract, and continuing through the effective date of expiration or, if applicable, of termination of this Contract, Contractor will provide to the State or designee, the termination/expiration assistance requested by the State to allow the Services to continue without interruption or adverse effect and to facilitate the orderly transfer of the Services to the State or its designee (including a competitor of Contractor).

Contractor will also provide Termination/Expiration Assistance in the event of any partial termination of this Contract (e.g., termination of an element or other component of the Services) by the State of Ohio, such assistance to commence upon the State’s notice of termination to Contractor. Termination/Expiration Assistance will include the assistance described in the following:

The State or its designee will be permitted to undertake, without interference from Contractor, to hire any Contractor Personnel primarily performing the Services as of the date of notice of termination, or, in the case of expiration, within the twelve (12) month period (or longer period requested by the State of Ohio) prior to expiration. Contractor will waive, and will cause its sub-contractors to waive, their rights, if any, under contracts with such personnel restricting the ability of such personnel to be recruited or hired by the State of Ohio or the State of Ohio’s designee. The State of Ohio or its designee will have access to such personnel for interviews and recruitment.

If the State is entitled pursuant to this Contract to a sublicense or other right to use any software owned or licensed by Contractor, Contractor will provide such sublicense or other right.

Contractor will obtain any necessary rights and thereafter make available to the State or its designee, pursuant to agreed terms and conditions, any third party services then being utilized by Contractor in the performance of the Services, including services being provided through third party service or maintenance contracts on


equipment and software used to provide the services. Contractor will be entitled to retain the right to utilize any such third party services in connection with the performance of services for any other Contractor customer.

For a period of up to six (6) months following the effective date of termination/expiration under other provisions of this Contract, at the State's request Contractor will continue to provide Termination/Expiration Assistance. Actions by Contractor under this section will be subject to the other provisions of this Contract.

In the process of evaluating whether to undertake or allow termination/ expiration or renewal of this Contract, the State may consider obtaining, or determine to obtain, provisions for performance of services similar to the Services following termination/ expiration of this Contract or to return these services to the State of Ohio for ongoing operation. As and when reasonably requested by the State for use in such a process, Contractor will provide to the State such information and other cooperation regarding performance of the Services as would be reasonably necessary for the State or a third party to prepare an informed option analysis for such services, and for the State or a third party not to be disadvantaged compared to Contractor if Contractor were to be invited by the State to submit a proposal.

Contractor acknowledges that, in the event it breaches (or attempts or threatens to breach) its obligation to provide Termination/Expiration Assistance as provided in this section, the State of Ohio will be irreparably harmed. In such a circumstance, the State of Ohio may proceed directly to court. If a court of competent jurisdiction should find that Contractor has breached (or attempted or threatened to breach) any such obligations, Contractor agrees that, without any additional findings of irreparable injury or other conditions to injunctive relief (including the posting of bond), it will not oppose the entry of an appropriate order compelling performance by Contractor and restraining it from any further breaches (or attempted or threatened breaches).

Contractor will provide State an inventory of resources (or resource full time equivalents) then performing work under the Services statement of work to assist the State of Ohio in determining the appropriate resourcing and skill model required for the State of Ohio or a State contracted third party to assume the services as provided by the Contractor at the time of termination. This resource inventory will include (at a minimum); full-or part time equivalent resource models; skill and experience levels; education or technical skill certification levels required; and other mutually agreeable and pertinent information for the State of Ohio to assemble or source the capabilities to perform the work described herein upon termination of the Contract post transition of services. Contractors are to note State does not require names of individuals as part of fulfilling this requirement.

In addition to the requirements in this section, in the event of a transfer of services back to the State of Ohio and at the State of Ohio’s sole discretion, Contractor will design and implement a training program to State employees designed to convey operational and technical knowledge associated with the ongoing operation of the in-scope applications and systems, conduct knowledge and documentation transfers for the then current operational processes and tasks and work to ensure an overall continuity of services until such time as State employees can reasonably perform the roles in keeping with service levels and other operational quality, timeliness and accuracy considerations associated with the delivery of the service. These services will be priced utilizing the then current Offeror rate card at the time of the request and as approved by the State of Ohio.

12.3 StandardsThe terminated or expired Services are transferred to the State of Ohio or its successor(s) in an efficient and orderly manner.

The impact on the State of Ohio’s business (including its personnel and customers) and the internal and third party IT-related costs incurred by the State of Ohio in transferring the Terminated Services are acceptable to the State of Ohio under the circumstances.


The Terminated Services continue to be performed by Contractor without disruption or deterioration until the transfer has occurred: (i) consistent with the terms and conditions of this Contract, or (ii) except as approved by the State of Ohio.

Any disruption or deterioration of the remaining Services following the transfer (except as approved by the State of Ohio or included in the Termination Assistance Plan) to the extent the same is within the control of Contractor and as agreed with the State of Ohio.

12.4 Termination Assistance PlanThe contents of Termination Assistance Plan will include, unless otherwise agreed, the services, functions, and activities as defined below:

Documentation of existing and planned Projects and support activities.

Identification of the Services and related positions or functions that require transition and a schedule, plan and procedures for the State of Ohio or its designee assuming or reassuming responsibility.

Description of actions to be taken by Contractor in performing Termination Assistance.

Description of how the transfer of (i) relevant information regarding the Services, (ii) resources (if any), (iii) operations and (iv) contracts (if any) will be achieved.

Description in detail of any dependencies on the successors necessary for Contractor to perform the Termination Assistance Services (including an estimate of the specific Contractor staffing required).

Inventory of documentation and work products required to facilitate the transition of responsibilities.

Assist the State of Ohio in the identification of significant potential risk factors relating to the transition and in designing plans and contingencies to help mitigate the risk.

Set out the timeline for the transfer of each component of the terminated Services (including key milestones to track the progress of the transfer).

Define a schedule and plan for Contractor’s return to the State of Ohio of (i) the State of Ohio Service locations then occupied by Contractor (if any), and (ii) the State of Ohio confidential information, the State of Ohio data, documents, records, files, tapes and disks in Contractor’s possession.

12.5 Termination Management TeamOfferor will provide a Senior Project Manager who will be responsible for Contractor’s overall performance of the Termination Assistance Services and who will be the primary point of contact for the State of Ohio in respect of the Termination Assistance Services during the Termination Assistance Period.

The State of Ohio will appoint a senior Project Manager who will be the primary point of contact for Contractor during the Termination Assistance Period. Additionally, the State of Ohio may appoint a Transformation Team that would be responsible for the review of then current services provided by the Contractor and work to facilitate an orderly transition of services.

12.6 Operational TransferContractor will perform the activities reasonably required to help effect a smooth and orderly transfer of operational responsibility for the Terminated Services.

Facilitating access to the State of Ohio source code, object code, object and production libraries, reference files, field descriptions, record layouts and technical specifications along with run documentation for the State of Ohio software then in Contractor’s possession including tools, scripts, run books, production schedules and procedures


as required to support the in-scope Applications which may be used in training, knowledge transfer, sizing assessments, operational reviews and other uses required by the State of Ohio at the time of Transfer.

Cooperate with the Successors in conducting migration testing.

Providing the State of Ohio owned documents and information related to the functionality, program code, data model and data base structure, and access methods for the in-scope Applications and manual and automated processes used for the State of Ohio, within the possession or control of Contractor, and reviewing such processes, documents and information with the Successor as reasonably requested.

Cooperate with the State of Ohio’s test plans, back out procedures, and contingency plans as part of the migration of Terminated Services.

After the transfer of the provision of Terminated Services to the State of Ohio, its designee(s), or both, providing additional assistance as reasonably requested by the State of Ohio to facilitate continuity of operations, through the end of the Termination Assistance Period.


13.0 Reference Data and Other Pertinent Details

13.1 Deputy Registrar Locations and HoursAgency

No. City Location Days/Hours of Operation0103 West Union 33 Logans Lane 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.0215 Lima 419 North Elizabeth Street, Suite B 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.0218 Lima 2302 Harding Highway 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.0302 Ashland 1070 Commerce Parkway 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.0411 Geneva 660 East Main Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.0418 Jefferson 4 West Walnut Street 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.0424 Ashtabula 858 Lake Avenue 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.0503 Athens 1002 East State Street, Suite 21 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.0607 Wapakoneta 604 South Blackhoof Street 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.0705 Bridgeport 318 Howard Street 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.0706 St. Clairsville 51560 National Road 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.0707 Barnesville 130 West Main Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.0808 Georgetown 924 South Main Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.0901 Middletown 3232 Roosevelt Boulevard 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.0915 Fairfield 530 Wessel Drive, Suite L 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.0918 Hamilton (East) 1720-A South Erie Boulevard 8:00-5:00 Mon. Tue. Thu. Fri. 8:00-6:00 Wed. 8:00-2:00 Sat.0944 Hamilton (West) 138 North Brookwood 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.1011 Carrollton 155 West Main Street 8:00-5:00 Mon. - Fri. 8:00-12:30 Sat.1108 Urbana 1512 South U.S. Highway 68, Suite 10 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.1213 Springfield (East) 1221 Sunset Avenue 7:30-6:30 Mon. 7:30-6:00 Tue. - Fri. 7:30-2:00 Sat.1214 New Carlisle 430 North Main Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.1215 Springfield (West) 1109 North Bechtle Avenue 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.1301 Batavia 457 West Main Street 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.1311 Loveland 641 Loveland-Maderia Road 8:00-5:00 Mon. Tue. Thu. Fri. 8:00-5:30 Wed. 8:00-12:00 Sat.1313 Milford 1007 Lila Avenue 8:00-5:00 Mon. Tue. Wed. Fri. 8:00-6:00 Thu. 8:00-12:00 Sat.1450 Wilmington 180 East Sugartree, Suite 200 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.1508 East Liverpool 15655 State Route 170, Suite G 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-7:00 Tue. 8:00-12:00 Sat.1525 Salem 200 East 2nd Street, Suite B 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.1530 Lisbon 7556 State Route 45 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.1604 Coshocton 275 Downtowner Plaza 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.1708 Bucyrus 1653 Marion Road 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.1809 North Royalton 12771 State Road 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-5:30 Tue. 8:00-12:00 Sat.1814 Parma 12000 Snow Road, Unit 12 8:00-5:00 Mon. Tue. Thu. Fri. 8:00-6:30 Wed. 8:00-2:00 Sat.1817 Shaker Heights 16945 Chagrin Boulevard 8:00-5:00 Mon. - Fri. 8:00-1:00 Sat.1820 Garfield Heights 14000 Broadway Avenue 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.1826 Independence 6901 Rockside Road 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.1829 Cleveland 8039 Euclid Avenue 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.1838 Strongsville 12218 Pearl Road 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.1840 Cleveland 3345 Edgecliff Terrace 8:00-5:00 Mon. Tue. Thu. Fri. 8:00-6:30 Wed. 8:00-12:00 Sat.1846 Cleveland 2765 East 55th 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.1852 University Heights 2173 South Taylor Road 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.1855 Parma Heights 6339 Olde York Road 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.1856 Brooklyn 7000 Biddulph Road 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-3:00 Sat.1861 Mayfield Heights 1593 Goldengate Plaza 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-6:00 Tue. 8:00-2:00 Sat.1891 Maple Heights 5410 Northfield Road 8:00-5:00 Mon. - Fri. 8:00-1:00 Sat.1896 North Olmsted 26642 Brookpark Extension 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-6:30 Tue. 8:00-12:30 Sat.1906 Greenville 641 Wagner Avenue, Suite A 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.2011 Defiance 999 Procom Drive, Suite 103 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.2172 Delaware 2079 U.S. Route 23 North, Suite 2 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.2188 Powell 256 West Olentangy Street 8:00-5:30 Mon. - Fri. 8:00-1:00 Sat.2207 Sandusky 1050 Cleveland Road 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.2301 Lancaster 980 Liberty Drive 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.2308 Pickerington 461 Hill Road North 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.2436 Washington CH 105 East Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.2503 Columbus 1583 Alum Creek Drive 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.2509 Columbus 4503 Kenny Road 8:00-5:00 Mon. Tue. Thu. Fri. 8:00-6:00 Wed. 8:00-12:00 Sat.2512 Westerville 17 Cherri Park Square 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.2516 Whitehall 3481 East Broad Street 8:00-5:00 Mon. - Fri. 8:00-1:00 Sat.2518 Columbus 5287 Westpointe Plaza 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.2520 Columbus 990 Morse Road, Suite A 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.2528 Gahanna 415 Agler Road 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.


Agency No. City Location Days/Hours of Operation2530 Grove City 3040 Southwest Boulevard 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.2561 Columbus 2970 Hayden Road 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-6:30 Tue. 8:00-12:00 Sat.2562 Hilliard 4740 Cemetery Road 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.2565 Columbus 3833 South High Street 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-1:00 Sat.2575 Columbus 4161 West Broad Street 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.2586 Columbus 112 Dillmont Drive 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.2608 Wauseon 152 South Fulton Street, Suite 105 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.2705 Gallipolis 499 Jackson Pike, Suite B 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.2812 Chesterland 12628 Chillicothe Road, Unit A 8:00-5:00 Mon. Tue. Wed. Fri. 8:00-5:30 Thu. 8:00-1:00 Sat.2817 Chardon 602 South Street, Suite B-6 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.2902 Beavercreek 1221 Meadow Bridge Drive, Suite B 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.2905 Xenia 601 Ledbetter Road 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.2910 Fairborn 1274 North Broad Street 8:00-5:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.3005 Cambridge 224 Dewey Avenue Center, Room 2 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.3105 Montgomery 9997 Montgomery Road 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.3120 Mount Healthy 10938 Hamilton Avenue 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.3129 Cincinnati 7990 Reading Road, Suite 3 8:00-5:30 Mon. - Thu. 8:00-5:00 Fri. 8:00-12:00 Sat.3141 Sharonville 11177 Reading Road, Suite 203 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.3150 Forest Park 1214 West Kemper Road 8:00-5:30 Mon. Tue. Wed. Fri. 8:00-6:30 Thu. 8:00-12:00 Sat.3155 Cincinnati 3235 Galbraith Road 8:00-6:00 Mon. 8:00-5:30 Tue. - Fri. 8:00-1:00 Sat.3159 Cincinnati 138 East Court Street 8:00-5:00 Mon. - Fri. Closed Sat.3168 Harrison 10553-B Harrison Avenue 8:00-6:30 Mon. 8:00-5:30 Tue. - Fri. 8:00-1:00 Sat.3170 Cincinnati 5694 Harrison Avenue 8:00-5:30 Mon. Tue. Thu. Fri. 8:00-6:30 Wed. 8:00-1:00 Sat.3182 Cincinnati 7743 Five Mile Road 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.3188 Cincinnati 3372 Red Bank Road 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.3191 Cincinnati 3461 Warsaw Avenue 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-6:00 Tue. 8:00-1:00 Sat.3202 Findlay 8210 County Road 140, Suite A 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.3306 Kenton 1021 West Lima Street, Suite 101 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.3410 Cadiz 538 North Main Street, Suite D 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.3503 Napoleon 211 West Front Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.3630 Hillsboro 1575 North High Street, Suite 500 8:00 - 5:00 Mon. - Fri. 8:00 - 12:00 Sat.3704 Logan 58 West Main Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.3810 Millersburg 75 East Clinton Street, Suite 103 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.3917 Norwalk 130 Shady Lane Drive, Suite 5, Building D 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.4039 Jackson 502 McCarty Lane, Suite 4 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.4120 Steubenville 4244 Sunset Boulevard, Suite D 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.4203 Mt. Vernon 671 North Sandusky Street 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.4305 Painesville 2736 North Ridge Road, Unit 7 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-5:30 Tue. 8:00-2:00 Sat.4327 Wickliffe 30170 Euclid Avenue 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-6:30 Tue. 8:00-12:00 Sat.4328 Willowick 31517 Vine Street 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-1:00 Sat.4334 Mentor 8830 Mentor Avenue 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.4407 Ironton 2717 South Third Street, Suite A 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.4410 Proctorville 402 Trent Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.4501 Johnstown 701 West Coshocton Street 8:00-5:00 Mon. Tue. Thu. Fri. 8:00-6:00 Wed. 8:00-12:00 Sat.4510 Pataskala 318 South Township Road 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.4515 Newark 875 East Main Street 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.4606 Bellefontaine 1365 County Road 32 North, Suite 3 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.4718 Wellington 805 Patriot Drive, Unit D 8:00-5:00 Mon. - Fri. 8:00-1:00 Sat.4721 Avon Lake 684 Avon Belden Road, Suite D 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.4723 Elyria 605 Chestnut Commons Drive 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.4740 Lorain 4340 Leavitt Road, Unit K 8:00-5:00 Mon. - Fri. 8:00-1:30 Sat.4807 Oregon 3018 Navarre Avenue 8:00-5:30 Mon. 8:00-5:00 Tue. Wed. Thu. 8:00-5:30 Fri. 8:00-12:00 Sat.4808 Toledo 4460 Heatherdowns Boulevard 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.4841 Toledo 1600 Madison Avenue, Suite 1 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.4844 Toledo 3606 West Sylvania Avenue, Suite 15 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.4857 Sylvania 4900 North McCord Road, Suite F1 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.4901 London 13 North Oak Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.5008 Youngstown 2950 Mahoning Avenue 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-1:00 Sat.5010 Youngstown 3623 Market Street 8:00-5:00 Mon. - Thu. 8:00-6:00 Fri. 8:00-12:00 Sat.5024 Poland 3057 Center Road, Suite C 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.5032 Boardman 229 Boardman-Canfield Road 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.5047 Youngstown 667 Gypsy Lane 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.5113 Marion 222 West Center Street, Room 1123 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.5209 Medina 972 North Court Street 8:00-5:30 Mon. 8:00-5:00 Tue. Wed. Thu. Fri. 8:00-2:00 Sat.5215 Wadsworth 123 Broad Street, Suite A 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-5:30 Tue. 8:00-12:00 Sat.5311 Pomeroy 354 East Main Street 8:00-5:00 Mon. Wed. Fri. 8:00-5:30 Tue. Thu. 8:00-12:00 Sat.5408 Celina 320 Portland Street 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.5512 Troy 1275 Experiment-Farm Road, Suite C 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.5606 Woodsfield 201 Oaklawn Avenue 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.


Agency No. City Location Days/Hours of Operation5720 Dayton 8389 North Main Street 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.5740 West Carrollton 1162 East Dixie Drive 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-6:30 Tue. 8:00-2:00 Sat.5754 Huber Heights 6134 Chambersburg Road 8:00-5:00 Mon. Tue. Thu. Fri. 8:00-6:00 Wed. 8:00-2:00 Sat.5758 Dayton 451 West Third Street, Lobby 8:00-5:00 Mon. - Fri. Closed Sat.5764 Dayton 1036 South Smithville Road 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.5765 Trotwood 500 East Main Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.5772 Centerville 104 West Spring Valley Road 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.5811 McConnelsville 4676 State Route 60 North 8:00-5:00 Mon. - Thu. 8:00-5:30 Fri. 8:00-12:00 Sat.5904 Mt. Gilead 15 East High Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.6015 Zanesville 2328 June Parkway Plaza 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.6103 Caldwell 40 Olive Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.6212 Port Clinton 220 Madison Street 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.6318 Paulding 831 North Williams Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.6425 New Lexington 600 West Broadway 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.6509 Circleville 141 West Main Street, Suite 200 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.6606 Waverly 230 Waverly Plaza, Suite 1200 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.6704 Ravenna 444 South Meridian Street, Unit 3 8:00-5:00 Mon. Tue. Thu. Fri. 8:00-5:30 Wed. 8:00-2:00 Sat.6715 Kent 3975 Cascades Boulevard, Unit 4 8:00-5:00 Mon. Tue. Wed. Fri. 8:00-6:30 Thu. 8:00-12:00 Sat.6724 Streetsboro 9515 State Route 14 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.6805 Eaton 550 North Barron Street 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.6911 Ottawa 275 North Hickory Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat7008 Mansfield 15-17 East Temple Court 8:00-5:00 Mon. - Thu. 8:00-6:00 Fri. 8:00-12:00 Sat.7015 Shelby 159 Mansfield Avenue 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.7129 Chillicothe 475 Western Avenue, Suite N 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.7209 Fremont 500 West State Street, Suite C 8:00-5:30 Mon. 8:00-5:00 Tue.- Fri. 8:00-2:00 Sat.7312 Portsmouth 843 11th Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.7419 Tiffin 457 East Market Street 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.7502 Sidney 1000 Milligan Court, Suite 100 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-1:30 Sat.7614 Canton 3029 Cleveland Avenue Southwest 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.7619 Massillon 1972 Wales Road Northeast 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-6:30 Tue. 8:00-12:00 Sat.7623 Alliance 513 East Main Street 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-6:30 Tue. 8:00-12:00 Sat.7633 Canton 2812 Whipple Avenue Northwest 8:00-5:30 Mon. - Fri. 8:00-2:30 Sat.7635 Canton 907 30th Street Northeast 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.7692 North Canton 3187 Whitewood Street Northwest 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-6:30 Tue. 8:00-2:00 Sat.7701 Fairlawn 2955 West Market Street, Suite L 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-1:00 Sat.7721 Akron 2420 Wedgewood Drive 8:00-5:00 Mon. Wed. Thu. Fri. 8:00-6:00 Tue. 8:00-1:00 Sat. 8:00-2:00 Sat.7726 Cuyahoga Falls 650 Graham Road 8:00-5:30 Mon. - Fri. 8:00-2:00 Sat.7731 Akron 688 Wolf Ledges Parkway 8:00-5:30 Mon. - Fri. 8:00-2:00 Sat.7732 Barberton 17 5th Street Southeast 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.7742 Northfield 10333 Northfield Road, Suite 156 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.7750 Akron 1030 East Tallmadge Avenue, Suite 4 8:00-6:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-1:00 Sat.7777 Stow 3039 Graham Road 8:00-5:00 Mon. Tue. Wed. Fri. 8:00-5:30 Thu. 8:00-1:00 Sat.7832 Warren 2027 Elm Road Northeast 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.7835 Niles 5555 Youngstown–Warren Road, Suite 536 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.7840 Warren 2750 Mahoning Avenue Northwest, Unit 9 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.7901 New Philadelphia 1260 Monroe Street Northwest, Suite 11F 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.7914 Uhrichsville 206 East Third Street 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.8014 Marysville 940 London Avenue, Suite 1200 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8107 Van Wert 777 Fox Road 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.8203 McArthur 301 West High Street 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.8307 Mason 775 Reading Road, Route 42 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.8310 Franklin 245 South Main Street, Suite B 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.8311 Lebanon 19 Dave Avenue, Unit B 8:00-5:00 Mon. - Fri. 8:00-2:00 Sat.8420 Marietta 142 Gross Street, Suite B 8:00-6:00 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.8514 Wooster 200 Vanover Street, Suite 3 8:00-5:00 Mon. Tue. Wed. Fri. 8:00-6:30 Thu. 8:00-12:30 Sat.8526 Orrville 1430 West High Street, Suite 3 8:00-5:00 Mon. - Fri. 8:00-12:00 Sat.8613 Bryan 13065 County Road D50, Suite C 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.8709 Perrysburg 26611 North Dixie Highway, Suite 125 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.8712 Bowling Green 1616 East Wooster Street, Suite 30 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-2:00 Sat.8812 Upper Sandusky 235 North Sandusky Avenue 8:00-5:30 Mon. 8:00-5:00 Tue. - Fri. 8:00-12:00 Sat.

13.2 DL/ID Transactions for Fiscal Year 2012-2015

Fiscal Year Driver Transactions ID Transactions Total

2012 2,431,071 783,297 3,214,3682013 2,684,813 773,335 3,458,148


2014 2,697,961 777,588 3,475,5492015 2,510,637 796,784 3,307,421TOTAL 10,324,482 3,131,004 13,455,486

Note: In the past, studies demonstrated that DL/ID’s are on a 4-year cycle with a peak and a valley. FY 2013 and FY2014 may be the peak if past trends prove true.

13.3 DL/ID Sales by DR/CSC FY 2015

Agency No. Dist. No. Class Size County City 2015 DL/ID Trans. 2015 Total Trans.0103 3 3 Adams West Union 5,872 37,4970215 4 7 Allen Lima 23,429 95,0330218 4 3 Allen Lima 7,490 44,1370302 1 5 Ashland Ashland 13,503 66,6290411 1 2 Ashtabula Geneva 5,554 32,2020418 1 4 Ashtabula Jefferson 11,221 52,3920424 1 3 Ashtabula Ashtabula 10,238 45,4890503 2 5 Athens Athens 19,770 73,8290607 4 4 Auglaize Wapakoneta 8,803 55,4980705 2 3 Belmont Bridgeport 14,723 49,4360706 2 3 Belmont St. Clairsville 6,747 43,5030707 2 1 Belmont Barnesville 2,584 19,0160808 3 4 Brown Georgetown 7,987 54,9550901 3 6 Butler Middletown 18,315 89,4450915 3 6 Butler Fairfield 13,969 88,9000918 3 6 Butler Hamilton (East) 28,647 82,8680944 3 5 Butler Hamilton (West) 14,134 66,0401011 1 3 Carroll Carrollton 7,577 44,3921108 4 3 Champaign Urbana 7,866 47,8721213 4 5 Clark Springfield (East) 12,343 64,2131214 4 3 Clark New Carlisle 6,177 41,3871215 4 5 Clark Springfield (West) 21,274 71,5121301 3 7 Clermont Batavia 34,108 118,6251311 3 6 Clermont Loveland 12,495 77,0861313 3 7 Clermont Milford 18,369 103,4761450 3 5 Clinton Wilmington 12,918 60,3521508 1 3 Columbiana East Liverpool 8,443 48,8251525 1 4 Columbiana Salem 9,916 58,2141530 1 3 Columbiana Lisbon 10,849 48,8551604 2 4 Coshocton Coshocton 9,464 57,4361708 4 4 Crawford Bucyrus 10,998 52,6211809 1 6 Cuyahoga North Royalton 14,227 76,5241814 1 8 Cuyahoga Parma 59,526 146,1311817 1 5 Cuyahoga Shaker Heights 17,165 64,5701820 1 7 Cuyahoga Garfield Heights 37,084 100,4831826 1 6 Cuyahoga Independence 16,566 82,6961829 1 5 Cuyahoga Cleveland 19,881 60,2961838 1 6 Cuyahoga Strongsville 19,497 88,6941840 1 7 Cuyahoga Cleveland 26,329 93,9901846 1 5 Cuyahoga Cleveland 17,590 67,1931852 1 5 Cuyahoga University Heights 19,819 72,5991855 1 7 Cuyahoga Parma Heights 17,945 90,6261856 1 7 Cuyahoga Brooklyn 27,154 119,6941861 1 7 Cuyahoga Mayfield Heights 46,922 103,5901891 1 5 Cuyahoga Maple Heights 13,946 72,3891896 1 8 Cuyahoga North Olmsted 26,535 187,8041906 3 6 Darke Greenville 13,457 76,9842011 4 4 Defiance Defiance 12,637 51,5902172 4 6 Delaware Delaware 25,388 89,8122188 4 3 Delaware Powell 12,777 44,7462207 4 6 Erie Sandusky 16,984 87,2042301 2 8 Fairfield Lancaster 29,596 120,5612308 2 7 Fairfield Pickerington 22,987 98,6742436 3 4 Fayette Washington CH 8,560 52,1082503 2 8 Franklin Columbus 47,308 151,1332509 2 7 Franklin Columbus 37,049 102,9482512 2 7 Franklin Westerville 27,993 98,917


Agency No. Dist. No. Class Size County City 2015 DL/ID Trans. 2015 Total Trans.2516 2 7 Franklin Whitehall 32,519 104,8702518 2 5 Franklin Columbus 16,325 73,9122520 2 8 Franklin Columbus 52,281 154,2452528 2 8 Franklin Gahanna 31,467 161,3152530 2 7 Franklin Grove City 24,572 105,1142561 2 5 Franklin Columbus 20,278 70,9952562 2 7 Franklin Hilliard 41,020 91,3522565 2 7 Franklin Columbus 20,715 103,6912575 2 6 Franklin Columbus 18,367 80,9642586 2 7 Franklin Columbus 21,157 104,2112608 4 4 Fulton Wauseon 10,038 53,0362705 2 3 Gallia Gallipolis 7,873 46,0732812 1 3 Geauga Chesterland 9,992 45,9942817 1 6 Geauga Chardon 15,749 75,6062902 3 6 Greene Beavercreek 16,719 80,4212905 3 5 Greene Xenia 23,625 72,4432910 3 3 Greene Fairborn 9,841 49,6023005 2 5 Guernsey Cambridge 12,277 63,8493105 3 4 Hamilton Montgomery 16,009 55,3313120 3 5 Hamilton Mount Healthy 39,206 71,8063129 3 6 Hamilton Cincinnati 19,121 82,6583141 3 7 Hamilton Sharonville 36,486 107,3563150 3 7 Hamilton Forest Park 18,760 118,2963155 3 6 Hamilton Cincinnati 20,209 84,8713159 3 7 Hamilton Cincinnati 26,471 95,6243168 3 3 Hamilton Harrison 7,428 47,6063170 3 7 Hamilton Cincinnati 24,761 118,0163182 3 5 Hamilton Cincinnati 18,950 72,4173188 3 6 Hamilton Cincinnati 22,601 75,4603191 3 6 Hamilton Cincinnati 19,200 79,8863202 4 7 Hancock Findlay 26,582 114,1383306 4 3 Hardin Kenton 5,502 37,9383410 2 2 Harrison Cadiz 3,220 23,7493503 4 3 Henry Napoleon 5,277 35,8123630 3 4 Highland Hillsboro 9,039 56,4993704 2 3 Hocking Logan 6,044 40,0313810 1 3 Holmes Millersburg 7,408 49,4913917 4 6 Huron Norwalk 17,182 81,6264039 2 4 Jackson Jackson 11,170 53,4624120 2 4 Jefferson Steubenville 11,982 56,6144203 2 6 Knox Mt. Vernon 16,344 75,8434305 1 6 Lake Painesville 21,323 84,4244327 1 7 Lake Wickliffe 15,522 99,1144328 1 7 Lake Willowick 19,667 91,6304334 1 7 Lake Mentor 18,180 91,3994407 2 5 Lawrence Ironton 12,555 62,6284410 2 3 Lawrence Proctorville 5,868 38,4224501 2 3 Licking Johnstown 6,769 40,1424510 2 5 Licking Pataskala 12,743 73,0654515 2 8 Licking Newark 31,327 122,8644606 4 4 Logan Bellefontaine 11,934 58,2174718 1 3 Lorain Wellington 6,048 41,4474721 1 6 Lorain Avon Lake 16,929 76,7914723 1 8 Lorain Elyria 40,017 149,5074740 1 8 Lorain Lorain 24,054 125,4084807 4 7 Lucas Oregon 18,558 103,6494808 4 8 Lucas Toledo 54,288 141,9014841 4 5 Lucas Toledo 18,040 67,3204844 4 6 Lucas Toledo 18,348 78,3994857 4 7 Lucas Sylvania 21,720 110,6784901 4 3 Madison London 7,368 45,5795008 1 7 Mahoning Youngstown 18,004 92,2725010 1 3 Mahoning Youngstown 9,608 37,9465024 1 3 Mahoning Poland 8,690 43,3485032 1 6 Mahoning Boardman 21,586 86,8295047 1 5 Mahoning Youngstown 12,733 60,2035113 4 5 Marion Marion 17,502 74,4655209 1 8 Medina Medina 33,619 150,499


Agency No. Dist. No. Class Size County City 2015 DL/ID Trans. 2015 Total Trans.5215 1 6 Medina Wadsworth 12,146 76,6225311 2 2 Meigs Pomeroy 4,335 31,8765408 4 5 Mercer Celina 12,575 66,1645507 3 3 Miami Piqua 7,022 36,3755512 3 6 Miami Troy 20,703 89,6875606 2 2 Monroe Woodsfield 2,606 20,2895720 3 7 Montgomery Dayton 20,385 112,0625740 3 7 Montgomery West Carrollton 19,087 100,2995754 3 8 Montgomery Huber Heights 44,711 123,4085758 3 2 Montgomery Dayton 10,959 34,5515764 3 5 Montgomery Dayton 18,592 73,4125765 3 3 Montgomery Trotwood 10,143 44,5855772 3 7 Montgomery Centerville 26,525 113,1955811 2 2 Morgan McConnelsville 2,901 22,9735904 4 3 Morrow Mt. Gilead 6,365 43,8316015 2 7 Muskingum Zanesville 23,599 102,0426103 2 1 Noble Caldwell 2,379 18,8146212 4 3 Ottawa Port Clinton 5,996 37,9406318 4 2 Paulding Paulding 3,514 25,6516425 2 3 Perry New Lexington 6,080 42,9756509 2 5 Pickaway Circleville 11,340 60,3486606 3 4 Pike Waverly 8,183 53,6566704 1 6 Portage Ravenna 18,876 75,9146715 1 3 Portage Kent 9,603 49,6336724 1 5 Portage Streetsboro 14,064 66,2196805 3 6 Preble Eaton 15,369 75,4626911 4 3 Putnam Ottawa 5,980 45,3757008 4 7 Richland Mansfield 24,917 103,0667015 4 4 Richland Shelby 9,442 52,3637129 3 5 Ross Chillicothe 19,157 73,0747209 4 6 Sandusky Fremont 18,058 83,2197312 3 7 Scioto Portsmouth 19,528 97,1147419 4 5 Seneca Tiffin 13,354 64,4737502 4 5 Shelby Sidney 12,765 65,5357614 1 4 Stark Canton 10,580 56,0227619 1 7 Stark Massillon 18,060 97,4307623 1 5 Stark Alliance 12,642 74,1307633 1 7 Stark Canton 18,771 90,4417635 1 5 Stark Canton 14,771 63,2967692 1 7 Stark North Canton 35,507 109,3767701 1 5 Summit Fairlawn 16,580 71,4117721 1 7 Summit Akron 15,925 118,0047726 1 8 Summit Cuyahoga Falls 39,358 137,7247731 1 7 Summit Akron 19,987 112,0837732 1 7 Summit Barberton 30,114 100,3527742 1 7 Summit Northfield 16,364 111,6817750 1 6 Summit Akron 11,903 84,2157777 1 4 Summit Stow 12,028 51,5637832 1 5 Trumbull Warren 12,970 72,1017835 1 5 Trumbull Niles 23,982 73,8837840 1 5 Trumbull Warren 11,488 60,3107901 1 6 Tuscarawas New Philadelphia 19,635 81,5917914 1 3 Tuscarawas Uhrichsville 5,746 43,7088014 4 5 Union Marysville 13,933 67,3098107 4 4 Van Wert Van Wert 8,557 54,3318203 2 2 Vinton McArthur 2,660 20,5878307 3 6 Warren Mason 21,386 84,2168310 3 6 Warren Franklin 13,840 79,7988311 3 6 Warren Lebanon 28,268 80,8978420 2 7 Washington Marietta 18,405 96,9608514 1 6 Wayne Wooster 18,054 80,3808526 1 3 Wayne Orrville 7,190 41,8018613 4 5 Williams Bryan 10,631 60,5578709 4 5 Wood Perrysburg 16,253 71,4738712 4 6 Wood Bowling Green 21,013 83,4098812 4 2 Wyandot Upper Sandusky 4,344 34,079


14.0 Office of Field Services District Offices


14.1 ODPS/BMV Facility Access Request Form (SAMPLE)FACILITY ACCESS REQUEST

NON-ODPS EMPLOYEE

ODPS SPONSOR INFORMATION (ODPS employee responsible for individual requiring access)OHIO DEPARTMENT OF PUBLIC SAFETY SPONSOR NAME

SPONSOR DIV/SECTION/UNIT SPONSOR PHONE # ( ) -

SPONSOR SIGNATURE

X REQUEST ACCESS BE GRANTED TO (building/location)

TYPE OF ACCESS: PICTURE IDENTIFICATION BADGE WITH ACCESS RIGHTS SIGN IN AND SIGN OUT/VISITORS BADGE

START DATE / /

END DATE / /

REASON FOR ACCESS

COMPANY OR AGENCY INFORMATION COMPANY NAME

ADDRESS

CITY STATE ZIP CODE

EMERGENCY OFFICE PHONE #

( ) - COMPANY SIGNATURE (i.e., Corporate Officer, Chief) X

PRINT NAME

INFORMATION ON INDIVIDUAL REQUIRING ACCESS LAST NAME FIRST NAME FULL MIDDLE NAME

PRESENT ADDRESS CITY

STATE ZIP CODE

DATE OF BIRTH: (MM/DD/YY) / /

SOC. SEC. #

ALIASES AND/OR MAIDEN NAME HOME PHONE # ( ) -

YOUR SUPERVISOR’S NAME (print)

SUPERVISOR OFFICE PHONE # ( ) -

LIST ANY FELONY OR MISDEMEANOR CONVICTIONS IN THE PAST TEN YEARS AND DATE OF CONVICTION:

DRIVER LICENSE #/STATE ID/PASSPORT (ATTACH COPY OF LEGAL PICTURE ID)

I , CERTIFY THAT ALL OF THE ANSWERS AND STATEMENTS ON THIS FORM ARE COMPLETE, TRUE, AND CORRECT TO THE BEST OF MY KNOWLEDGE AND ARE MADE IN GOOD FAITH. SIGNATURE

X DATE

SUBMIT TO YOUR SPONSOR 30 DAYS PRIOR TO ARRIVING AT THE SITE. SPONSOR WILL COORDINATE THE ISSUANCE OF AN

ODPS ID BADGE. DPS 0166 3/08
