TABLE OF CONTENTS
1 PROBLEM STATEMENT 3
2 DESIRED FUTURE STATE 4
3 REQUIREMENTS 5
3.1 Intake and Registration 5
3.1.1 Online Identification 5
3.1.2 Forms 5
3.1.3 Individual and/or Business Identification 5
3.1.4 Electronic Digital Signature 5
3.1.5 License Fees & Schedule 5
3.1.6 Staff Review & Approvals 6
3.1.7 License Case Management 6
3.1.8 Certificates, ID Cards, and Tags 7
3.1.9 Reporting 7
3.1.10 System Auditing 7
3.1.11 Professional Services 7
3.1.12 Security 7
1 Problem Statement
City Clerk has a requirement to migrate from the City's Tax and Licensing System (TALIS) due to the Finance Department’s objective to retire TALIS by June 30, 2018. As a result, the City needs to select a solution for City Clerk to migrate to no later than July 1, 2018. City Clerk's use of the TALIS system for their liquor and regulated business licensing services has not and does not meet their current and desired future state business requirements. The following major business capabilities are desired in a future replacement.
2 Desired Future State
• Web portal and secured login for license registrants (business and individuals)
• Ability to fill out forms applicable to the licenses registering for, and to upload images and documents.
• Online payments
• Case Management for lifecycle management and oversight of licensees
• Business process management to automate workflow, reviews, and approvals
• Electronic digital signatures for licensees to sign forms
• Automated notification to internal staff and external licensees
• Reporting and analytics of licensee data
• Backend web services interface to integrate with other reporting tools and business systems
• Integration with existing GIS systems to map radius of liquor licenses, in reference to council districts and neighborhood groups
Eighty percent of Supervisor and Managers work effort is dedicated to validation and quality control. It is a paper based and very manual process.
3.1 Intake and Registration
3.1.1 Online Identification
• Capability for individual or business to create an online, electronic ID and/or leverage an existing ID to manage their secured username (i.e., email address), password, challenge & response questions (for self-service password reset), two-factor authentication (SMS or email).
• Capability to leverage third party ID proxy services (i.e. Google, Facebook) for ID and authentication, so that City of Phoenix is not liable for hosting identity management repository
• Ability for licensee to login to acquire status of their existing licensing request, renewal options, and to update specific data fields (address and phone).
• Capability for individuals and businesses applying for licenses to complete applicable forms online with options to save progress, submit, or to print forms out for walk-in service.
• Capability for system to alert requester of missing data in form fields and to validate field data submitted.
• Capability for staff to request, and for individuals to make, submit and track amendments to forms and information previously submitted, during certain phases of the application process.
3.1.3 Individual and/or Business Identification
• Capability for individuals and businesses applying for licenses to electronically upload documents and images as part of the intake and license registration process and/or later in the process. Note: some documents may need to be delivered in person and/or notarized in person.
3.1.4 Electronic Digital Signature
• Capability to provide electronic digital signature service and/or capability to integrate with the City's SignIx standard solution.
3.1.5 License Fees & Schedule
• Capability to leverage City's existing online electronic payment (Chase Payment) for payment of initial and/or monthly fees.
• Capability to accept online payments, or to integrate with the City's Chase payment solution.
• Capability of system to email and/or print invoices and/or billing statements for licensee(s).
• Monthly coin operated game machine reporting and payment.
• Capability for system to provide automated email notification of upcoming license expiration and automated renewal.
• Capability for staff to create and push out email notifications as needed to all account holders.
• Capability for system to notify licensee of expiring license(s) with instructions to process new or additional paperwork for verification and/or re-certification online or walk-in.
• Capability to charge different fees based on license type or category. Capability for supervisor to add new fees, as needed, if a new license type is implemented.
3.1.6 Staff Review & Approvals
• Capability for City to have and manage business process work flows to support processing, reviewing, and approvals for different licensing types.
• Capability to tier review and approvals and add or subtract tiers as needed (i.e. case worker, supervisor, manager, etc.)
• Capability to track application approval process steps.
• Capability for City to waive and/or adjust licensee fees owed to City, with supervisor approval.
• Capability for system to identify, alert, and pause business process workflow based on missing or incorrectly formatted data in data fields.
• System should allow for recommendations to City Council via Council Reports.
3.1.7 License Case Management
• Capability for City to manage submitted, pending, and approved licenses as a complete case management record.
• Capability to manually and/or automatically assign cases to City staff, for review and monitoring.
• Capability to add, track and search notes.
• Capability to update pre-identified existing fields (change of address), add new notes, and upload multiple documents & photos at different times to each case.
• Capability for individuals to submit requests to update certain information after a license has been issued (account maintenance).
• Capability for City to update dates and time periods to track status and licensing renewal data. Capability for City to create new statuses and time periods as needed.
• Capability to track and monitor history of licensee payments and outstanding, balance due payments.
• Capability to add metadata to uploaded documents and images for indexing, categorization, and searching.
• Capability to flag uploaded images and documents as expired (old photos and docs).
• Capability to delete uploaded images and documents with supervisor approval.
3.1.8 Certificates, ID Cards, and Tags
• Capability to render licensee holder data into an 8.5"x11" image license certificate for printing and electronic filing by the City.
• Capability to render license data into a tag/sticker.
• Capability to reprint certificate/tag/ID card in person for licensee holders who lost/misplaced original certificate.
• Capability to render licensee holder data into an ID card image for printing and electronic filing by the City.
• Capability to leverage external reporting tools (Crystal Reports) to extract data from system.
• Capability to publish reports so that specified users can run reports containing standardized data.
• Ability to pull data from the system and overlay/display on a map of a geographical area - example: Display of licenses within a 1-mile radius from a pending license application.
3.1.10 System Auditing
• Capability for system to track lifecycle management transactions, fee adjustments, and data entry by staff.
3.1.11 Professional Services
• Migrate data from existing TALIS, Alchemy, and eTax systems pertaining to individual and business licenses.
• Manage who can view, add or delete information from the system at different levels (examples: at an individual case level, license type level, user group level, etc).