Automobile Insurance Shopping Access Solution

Vendors to provide an automobile insurance shopping access solution through Virginia Department of Motor Vehicles (DMV) digital channels. The solution shall provide a customer-facing “Click-to-Action” capability that enables DMV customers to conveniently access automobile insurance shopping and comparison services from DMV-designated digital channels through a Contractor-operated environment.
- Click-to-Action and Solution Requirements
The Contractor shall:
 Provide a customer-facing Click-to-Action capability accessible through DMV-designated digital channels that directs customers to an automobile insurance shopping and comparison experience.
 Provide access to automobile insurance offerings from multiple insurance carriers or providers, allowing customers to compare available automobile insurance options.
 Provide an initial solution that directs customers to a contractor-operated automobile insurance shopping environment, with a clear separation between the DMV environment and the contractor’s environment.
 Clearly identify the proposal solution architecture and describe the customer transition from the DMV digital environment to the contractor’s insurance shopping experience.
 Describe the solution’s capability to support future integration with DMV systems, including the potential for customer-consented transmission of DMV-held information or pre-population of customer information, without requiring such integration as part of the initial implementation.
 Maintain responsibility for the operation, availability, maintenance, and support of the Contractor-hosted components of the solution.
 Ensure the solution is compatible with commonly used modern web browsers and mobile devices and provides a responsive customer experience.
- Technical and Integration Requirements
The Contractor shall:
 Describe all technical requirements necessary to implement and operate the proposed solution, including infrastructure, software, interfaces, APIs, authentication, user access, browser requirements, analytics tools, and third-party systems.
 Identify any technical interfaces, configurations or dependencies required to establish and maintain the initial Click to Action connection from DMV-designated digital channels to the contractor’s solution.
 Clearly identify all technical resources, development activities, configuration, testing, and ongoing support required from DMV.
 Provide an implementation approach that minimizes disruption to existing DMV systems, transactions, and customer-facing services.
 Perform appropriate testing, including functional, integration, compatibility, and user acceptance testing, as applicable, prior to production implementation.
 Coordinate with DMV technical personnel and other designated Commonwealth resources throughout implementation and operation of the solution.
 Describe the solution’s technical capability to support future integration with DMV systems, applications, or APIs, including customer-consented data transmission or pre-population, if subsequently authorized by DMV.
- Customer Experience and Insurance Marketplace Operations
The Contractor shall:
 Provide a clear, intuitive, user-friendly automobile insurance shopping experience.
 Clearly disclose to customers when they are leaving a DMV-operated digital environment or otherwise interacting with an independent third-party provider.
 Clearly distinguish the Contractor, participating insurance carriers, and other third parties from DMV and the Commonwealth of Virginia.
 Ensure that customer-facing information does not imply that DMV or the Commonwealth endorses, recommends, guarantees, or favors a particular insurance carrier, policy, quote, or insurance product.
 Describe the process and criteria used to select insurance carriers or providers participating in the marketplace.
 Disclose the methodology used to display, rank, sort, recommend, or otherwise present insurance offerings to customers, including all factors that may influence placement or prominence, such as compensation, advertising, sponsorship, carrier relationships, customer characteristics, algorithms, conversion activity, or other financial or non-financial considerations.
 Clearly identify responsibility for customer service, complaints, insurance-related questions, policy servicing, and other customer interactions after a customer accesses the Contractor's solution.
 Maintain appropriate procedures for handling and resolving customer complaints associated with the Contractor's solution.