2. SCOPE OF WORK: This section of the RFP includes the scope of work and provisions that shall govern the contract after RFP award. The contents of this section include mandatory provisions that must be adhered to by the state agency and the contractor, unless modified by a contract amendment. 2.1 General Requirements: 2.1.1 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 requirements of this contract may result in the cancellation or termination of the contract. The contractor acknowledges that cancellation of the contract for cause may impact future contract awards. 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 issuance(s) and renewal(s) of driver and non-driver licenses under the provisions of Missouri law and regulations, including, but not limited to, Section 136.055, RSMo, Chapters 32, 115, 144, 301, 302, 303, 306, 307, 643, and 700, RSMo. d. Fully comply with all state agency policies and procedures, as amended, and all state and federal law and regulations and shall not be relieved of any responsibility for performance under the contract due to failure to review current state agency policies, procedures, and state and federal law and regulations. e. Communicate with the state agency within the timeline and method requested or specified in policies and procedures, as amended. The contractor must: 1) Respond 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. The contractor’s failure to comply may result in the assessment of liquidated damages as specified on Attachment 4. 2) Keep 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 manner. 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.
