The vendor is required to provide a customer appointment queuing system that manages the flow of customers arriving for appointments by placing them in a virtual waiting line, allowing them to schedule their time slots in advance and track their position in the queue through a digital interface like a website or mobile app, minimizing physical wait times and optimizing service delivery.
- Key features
1. Online booking:
• Customers can schedule appointments remotely using their digital device or onsite directly through the system, choosing available time slots with their preferred service provider.
• System needs to allow for appointment cancellations or changes both remotely and onsite.
2. Real-time queue updates:
• Customers can see their current position in the queue and receive notifications when their turn is approaching and when they are summoned for service.
3. Appointment reminders:
• System has the capability of scheduling and sending multiple reminders fully customizable by staff.
4. Virtual waiting room:
• Customers can wait remotely, eliminating the need to physically line up at the business.
5. Check-in functionality:
• Customers can check-in for their appointment digitally upon arrival, through their digital device or a self-service kiosk. staff receives notification upon customer check-in.
6. Staff management tools:
• Staff can access the queue to manage appointments, reschedule as needed, and efficiently call customers when it's their turn.
• Staff ability to manage (create or edit) messaging to customers.
7. External business intelligence:
• Ability to integrate with external business intelligence applications (direct or through apis).
- A successful solution includes but is not limited to:
• The ability for staff to setup/create queues in-house and make changes to them without having to complete a work order and waiting for vendor to complete.
• The ability for a customer to make multiple appointments using the same phone number, email, or other identifier
• Wait time not starting until the customer checks in.
• Queues and instructions available in multiple languages, english, Spanish, Haitian Creole and Portuguese.
• Customers can make appointment(s) using an app on their phone or from a computer.
• Staff ability to review past customers visits.
• Staff ability to make a change to the queue (i.e., close the queue for a meeting, etc.) more than thirty (30) days in the future.
• Management ability to access reports regarding staff, i.e., wait time, length of time with customer(s), number of customers per day, week, month, year, and number of customers based on queue and day
• Customizable data fields, roles, permissions, and workflow processes.
• Ability for email notifications and communication to internal staff and external customers including the ability to send links.
• Ability to establish role-based access to the system.
• Meets the highest level of security standards and safeguards. m. high messaging character limit (more than 500 characters).
• Ability for customer surveys.
• Queue administrators’ ability to create and edit queue names, queue messages and service wait times.
• User-to-user SMS messaging. staff can respond directly to queued customers by SMS.
• A freeform section (i.e., notes) for customers to enter reason for visit such as case number or permit number.
• Ability to match an employee’s schedule with a specific service availability.
• Ability to limit the availability of a specific service.
• Ability to link specific services to specific locations (example: this station is open for these services during these times, and this is the staff that can provide this service).
• Ability to preview the customer’s view at different times throughout the day, allowing staff to see what the customer would see.
• Ability to stop accepting any new appointments for a designated time period until caught up on current appointments.
• System will allow the continued servicing of current appointments and only allow new appointments after the designated time period ends.
• Ability to integrate multiple sections within an agency that have different times and staffing needs.
• Ability to summon and work on more than one person at a time.
• Ability for one person to accept and setup 30 or more appointments at one time, for example, appointments for using 30 different computer stations being managed by one person who oversees the appointments.
• Ability to move staff to “break” status while allowing other staff to see the customers being served by the staff taking a “break”, so other staff can take over serving and working with those customers.
• Ability to make appointments at any location within any of the location systems without having to log out of one location system and log into another location system.
• This would allow the summoning and servicing of customers at another location from any location (locations need to be interconnected).
• The kiosk needs to have the flexibility to take different actions, for example, the ability to make appointments, or just check-in.
• Ability to display multiple data sets on one display screen or kiosk screen, for example, all appointments for the day, customers that have checked-in, or customers that have been summoned.
• Ability should be fully customizable on one split screen display, with three or more sets capable of being displayed at one time.
• Staff ability to make appointments for a customer while serving another customer.
• Ability to connect queuing to an intercom system.
• ADA-supporting functionality.
- Questions/Inquires Deadline: April 23, 2025