Interactive Queuing Management System

The Vendor is required to provide a web-based queuing management system (QMS) application for the county.
- Web-based queueing management system application for multiple county agencies at geographically dispersed locations, ranging from approximately 1,000-5,000 users per month (per location or agency, with each location or agency having separate queues specific to that agency’s operation).
•    Consumer Protection: 18,000 users per year
•    Animal Care: 26,000 users per year
•    Building Code: 12,000 users per year
•    Aviation: 60,000 users per year
- Works on generic computer equipment, usable on tablet, PC, touchscreen PC, smartphone, and kiosk.
- Web-based, 100% hosted, no local servers or client software required. Android and iOS apps a plus.
- Dedicated/designated customer service problem resolution support.
- ADA-supporting functionality meeting Web Content Accessibility Guidelines (WCAG) 2.2 compliance standards.
- Plan for and/or demonstrated history of minimized downtime during business hours.
- Ability for customers to check in and/or wait remotely, in their vehicles or outside, eliminating the need to physically line up at the agency location.
- Ability for customers to check-in for their appointment, via the selected QMS application through a self-service kiosk, upon arrival. 
- County is responsible for providing Kiosk hardware. Kiosk capability to include customizable, multi-action welcome screen with functionality to make appointments, check in, or access to the status page via QR code.
- Ability for County staff to access the queue to manage appointments, monitor activity, move customers from one line to another, schedule, reschedule and cancel as needed, and efficiently call customers when it's their turn. County staff ability to manage (create or edit) messaging to customers.
- Ability for customers to view their current position in the queue, both on wall-mounted displays as well as handheld device(s), and receive notifications via text, email, or phone call when their turn is approaching and when they are summoned for service.
- Ability for County staff to receive notifications when customers check in for a scheduled appointment, either remotely or on-site.
- Messaging capabilities through email, SMS, or application status page that allows fully customizable notifications to County staff and external customers including the ability to send links.
- Capability to schedule and send multiple SMS text or email reminders/notifications, fully customizable by staff (pre and post visit, staff to staff and staff to customers).
- Ability to integrate with external business intelligence applications, e.g. Microsoft Power BI (directly or through APIs).
- Ability for a customer to make multiple appointments for the same or different queue using the same phone number, email, or other identifier.
- Ability for County staff to review all past and current customer visits and future appointments.
- Ability to integrate multiple queues within an agency location that have different operational hours and staffing needs, accommodating different services or functions, and facilitated through various users, authorization levels, and settings (example: this station is open for these services during these times, and these are the staff that provide this service).
- The system will allow the continued service of current appointments and only allow new appointments after the designated time period ends.
- Ability for one user/staff member to manage multiple visits simultaneously and switch between them easily, including making an appointment for one customer while serving another
- Ability for staff members to summon any customer in line at any time for a service for which they have access to complete, i.e. allowing staff to take breaks while other staff take over serving and working with customers.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: November 14, 2025