Virtual Queuing and Appointment Scheduling Platform

The vendor is required to provide to implement a scalable, cloud-based virtual queuing and appointment scheduling platform to improve student services and engagement.
- Includes system licensing, implementation, API-based integration, onboarding, support, and ongoing service maintenance.
- Core system capabilities
• Virtual queuing:
o Allows students to join service lines remotely via web, mobile, or kiosk.
o Provides students with real-time updates on estimated wait time, queue position, and service location.
o Enables check-in and automated arrival confirmation features.
• Optional appointment scheduling:
o If implemented, students may book, modify, or cancel appointments via mobile or web interfaces.
o Staff can manage availability, block times, and set service parameters by location and department.
o Support for recurring or group appointments, if required, should also be
available.
• Queue and appointment management dashboards:
o Administrative views for monitoring real-time traffic, queue trends, and service load balancing.
o Departmental dashboards for front-line staff to manage queues, call next guests, view notes, or assign students to appropriate services.
2. Integration and technical requirements
• Must support secure API integration with element451, including:
o Bi-directional data exchange of student records, check-ins, and appointment metadata.
o Real-time event triggers (e.g., queue entry, appointment creation) to inform CRM workflows.
o Authentication protocols as required by element451.
• The system must allow future integrations with other agency platforms, including learning management systems (LMS), identity management systems, and calendaring tools (e.g., google calendar/Gmail calendars).
3. Communication and accessibility features
• Customizable SMS and email alerts for appointment reminders, queue updates, and estimated wait notifications.
• Ability for staff to message queued students or upcoming appointments directly through the platform.
• Student-facing interfaces must be:
o Mobile responsive
o Must provide ADA and WCAG 2.1 compliant documentation
o Accessible via a web browser without mandatory app installation
• Support for multilingual interfaces (student-facing pages/notifications) preferred.
4. Analytics and reporting
• Exportable dashboards and reports covering:
o Queue length, average wait time, no-show rates, appointment lead time, and service durations
o Department and campus-specific performance
o User interaction logs and system utilization
• Support for custom report scheduling and delivery to designated campus leadership
5. Multi-campus and multi-department configuration
• Role-based access to ensure appropriate separation of data and controls by campus and department
• Administrative setup must allow independent branding, location-based settings, hours of operation, and queue configurations
• Ability to replicate service structures across campuses with appropriate localization options
6. Implementation and support services
• A designated implementation manager and onboarding plan, including timelines, milestones, and deliverables.
• The application should provide per-user activity logs, including timestamped actions such as logins, record edits, data exports, and configuration changes.
• Vendor-provided training for end users, supervisors, and system administrators
• Tiered support services, including ticketing system, phone, and email support
• Include how long data is retained, options for custom retention configurations, and procedures for purge requests initiated by agency
• The process for data export upon termination of the agreement, including available formats, any costs involved, and the method of delivery.
• A testing or staging environment for agency to validate configurations or perform QA before pushing changes to production is preferred.
• Provide documentation of your uptime metrics for the past 12 months and the method of monitoring and reporting uptime.
• Provide a description of your business continuity and disaster recovery (BC/DR) plans, including backup frequency, data restoration procedures, RTO (recovery time objective), RPO (recovery point objective), and standard process and timeline for reporting security incidents or data breaches.
• Upload supporting documentation or provide a detailed explanation of your failover and recovery capabilities.
• Continuous product updates, patching, and compliance with industry standards for data privacy and cybersecurity.
• Provide the results (or summaries) of your most recent vulnerability assessments or penetration tests, along with the frequency of these assessments.