Hermitage License Office

The Department of Revenue is seeking a vendor to operate a license office in Hermitage, Missouri. The vendor will be responsible for providing quality customer service and office management services, including processing motor vehicle and driver licensing transactions. The contract will be for a period of five years, and the vendor will be required to comply with all state agency policies and procedures. The vendor will also be responsible for managing the license office and ensuring the performance of all required duties, including collecting motor vehicle and marine sales and use taxes, processing title transactions, and issuing driver and non-driver licenses. Key responsibilities of the vendor include: • Operating a license office under the contractor name as identified on the Notice of Award issued by the state agency • Prohibiting discrimination against recipients of services on the basis of race, color, religion, national origin, sex, disability, age, or sexual orientation • Managing the license office and ensuring the performance of all required duties • Fully complying with all state agency policies and procedures, as amended, and all state and federal law and regulations • Communicating with the state agency within the timeline and method requested or specified in policies and procedures, as amended • Keeping all communications between the contractor or license office personnel and the state agency professional • Keeping all communication with and regarding other license offices or the state agency professional • Disseminating state agency communications intended for license offices to all license office personnel and ensuring employees affected by the state agency communication comply within three (3) business days of receipt • Providing sufficient staff to operate all state-owned workstations during peak hours, other times demonstrated by customer wait times, the last seven (7) business days of each month, and the closest highway patrol testing days • Providing sufficient staff to perform all office duties and functions required by the state agency to maintain appropriate wait times • Assigning a Contract License Office Manager with authority to act on behalf of the contractor in all matters related to the contract • Submitting to the state agency all required documents as required by state agency policies and procedures, as amended, before providing access to any state agency records or systems to any individual or entity • Only employing personnel authorized to work in the United States in accordance with applicable federal and state laws and regulations • Complying with Section 34.600, RSMo, throughout the duration of the contract • Not using subcontracts for anything other than what is specified, and including appropriate provisions and contractual obligations to ensure the subcontractor is aware the State of Missouri is indemnified, saved, and held harmless from and against any and all claims of damage, loss, and cost of any kind, including attorney fees, related to a subcontract • Ensuring license office personnel are trained to process transactions, provide customer service, and comply with all state agency policies and procedure