IT System Modernization

The vendor is required to provide it system modernization initiative include prioritizing convenience for customers by transforming how the agency delivers service through the addition of alternate service platforms.
- These platforms will reduce the volume of customers required to visit an agency office in-person to complete transactions.
- System that is easily modifiable to quickly and efficiently incorporate system changes or updates resulting from mandated or agency-imposed modifications to increase responsiveness.
- A system with functionality that supports the agency’s foundational components of driver services, vehicle services, and identity management while also providing for the seamless integration of supplemental functionality through interfaces to external applications.
- 360-degree customer relationship management (CRM):
• A robust CRM functionality that provides employees with a single, unified view of customer interactions to enable efficient and proactive customer service is essential to the new system. 
• CRM functionality will aid customer service by improving employee knowledge of customers’ needs through a holistic, 360-degree view of customer behaviors and interactions, regardless of the customer service platform used by.
• This functionality will improve collaboration and streamline internal communications to prevent siloing of information, allowing agency employees to provide efficient service.
- Customer accounts:
• In addition, the agency’s goal of a customer-centric system is based on the ability for individual customer accounts accessible through a web-based portal. 
• Customer accounts will provide customers the ability to manage profile information, initiate, view, and/or complete transactions for agency products and services, provide required supporting documentation by uploading to their account and electronic communication platforms to facilitate interactions with the agency.
- Work in progress:
• Another facet of the desired system is a work-in-progress (WIP) capability that enables employees or customers to initiate, pause, transfer, or collaborate on transaction workflows or service requests after initiation.
- Intuitive assistance tools: 
• The system should contain functionality to aid employees and customers in ensuring the accuracy and completeness of information entered in workflows using features such as drop-down menus, popups, callouts, mouse overs, hover help or tooltips. 
additionally, quick reference materials such as tutorials, policies, or other governing documents that are easily accessed during workflow processing will aid employees in ensuring proper procedures are being used. 
• Finally, the system's workflows should significantly reduce manual data entry through the use of character recognition technologies and integrate electronic and digital signature technologies to support workflow processing.
- Business intelligence:
• Strong analytical data preparation and visualization capabilities that inform agency operations and decision-making with relevant, timely and accurate informational reports, tables, and dashboards are paramount requirements for the new system. 
• Reporting capability must also support requests from external partners and stakeholders that require agency information and analysis to support their operational requirements.
- QA and compliance:
• Finally, the system’s analytics and reporting should inherently support quality assurance and continuous auditing of operations throughout all components of the system to identify and flag anomalies and potential instances of fraud.
- Contract Period/Term: 4 years
- Pre-Proposal Date: July 17, 2025
- Questions/Inquires Deadline: July 31, 2025