Specifications include, but are not limited to: This RFP constitutes a request for competitive, sealed proposals for the provision of quality customer service and office management services in the most effective and efficient manner possible to serve individuals seeking motor vehicle and driver licensing services; The contractor shall provide quality customer service and office management services in the most effective and efficient manner possible to serve individuals seeking motor vehicle and driver licensing services in the geographic location listed in Attachment 1 for the Department of Revenue (hereinafter referred to as the state agency) in accordance with the provisions and requirements stated herein. The contractor shall understand and agree that failure to comply with any of the mandatory requirements may result in the cancellation or termination of the contract. The contractor must: a. Operate a license office under the contractor name as identified on the Notice of Award issued by the state agency. b. Prohibit discrimination against recipients of services on the basis of race, color, religion, national origin, sex, disability, age, or sexual orientation. c. Manage the license office and ensure the performance of all required duties in the collection of motor vehicle and marine sales and use taxes; the processing of title transactions, motor vehicle and marine registrations; and driver licenses under the provisions of Missouri law 1) The contractor must fully comply with all state agency policies, procedures, and statutes and shall not be relieved of any responsibility for performance under the contract due to failure to review current state agency policies, procedures, and statutes, including, but not limited to: (A) The processing of transactions – The state agency may review transactions processed by the contractor for accuracy and compliance. (B) Mailing of shipments – The contractor shall submit each day’s shipment at the expense of the contractor to the state agency in a form and method specified by the state agency. (C) Securing data and equipment – Ensure the integrity of user identifications and passwords for access to the state agency systems to process transactions. (D) Fraud prevention – The contractor shall use reasonable diligence to detect and prevent fraud and shall immediately report any instance of fraud or suspected fraud. d. Communicate with the state agency by: 1) Responding to any request by the state agency for information, documentation, or action within the deadline specified by the state agency or the contractor must request an extension in writing prior to the deadline. If no deadline is given, the contractor must respond by the close of business on the third (3rd) business day after the request was sent by the state agency. Failure of the contractor to comply may result in the assessment of liquidated damages as specified on Attachment 4. 2) Keeping all communications between the contractor or license office personnel and the state agency professional. Any communications regarding license office business from the contractor or license office personnel to customers or other entities must be completed in a positive, professional manner that promotes good public relations. The contractor’s communications shall not present the state agency and/or other license offices in a negative image. Communications may include but are not limited to: social media posts including text or photographic images, email, letters, or other written communications, or telephone or other oral communications. e. Communications regarding other license offices or the state agency should be kept professional and must be completed in a professional manner that promotes good public relations and does not intentionally harm another license office’s image or reputation.
