The vendor is required to provide a software solution that will aid our visitors in having a smoother, modern experience that reduces wait times, improves service, improves communication, improves availability, and through such measures, reduce stress during an already stressful time in their lives.
A. Customer interface and notifications
• Walk-in customers should be able to register for queueing- and appointment customers should be able to check-in for appointments – for all department services configured in the software via a customizable interface available on a tablet or pc in the lobby of a location.
1. Registration should be complete with the minimum of a name field, entered prior to selecting services for a specific appointment.
2. Registration is only for the specific appointment and should not require setting a password or additional gathering of information unless the specific service requires it.
3. The customer should be able to register for a single or multiple services during a single check-in and registration session.
4. Notifications via SMS should be delivered to the customer to confirm registration and check-in if the customer has entered an optional mobile phone number.
5. The mobile phone number must be an optional field.
• The check-in interface should be customizable to include department branding, department internal personnel and service groupings and sub-groupings to at least three sub-levels.
• The check-in interface should have customizable fields (enumerate in detail how many and other information pertinent to customizable fields for the proposed software solution).
• The check-in and registration interface should have the ability to capture a picture of the customer.
• The check-in and registration interface should have the ability to scan a standard government id and use the information to complete the pertinent fields.
• The scan of the id should not be stored in the system.
• The check-in interface should display a customizable message per service after check-in with instructions.
• If a customer does not wish to use the tablet/pc for check-in (or if department has not deployed such a device) the receptionist should be able to use the proposed software solution to register the customer as a walk-in or check-in the customer for an appointment.
• After check-in and registration, the customer’s entry should be queued for the requested service(s).
1. There should be a queue for each walk-in service.
2. If a customer is registered for multiple services, they should appear in only one queue.
3. department should be able to define priorities for which queue takes precedence when a customer register for multiple walk-in services.
4. The queue should be able to be displayed on digital signage with limited customer information and updated in real time as the queue is worked by department staff.
5. When a department staff member uses the proposed software solution to select a queued customer entry, the customer should receive a SMS message and digital signage should be able to display a message.
• After service is complete, the proposed software solution should send a customizable SMS to the customer.
• Ideally this can include a link to a customer-satisfaction survey included as part of the proposed software solution.
B. Receptionist capabilities
• The receptionist should have a view of all waiting customers across all queues and services, including time since registration.
1. If a customer has been waiting beyond a configurable amount of time per service, some sort of indication and notification should be provided to the receptionist and any supervisory staff for the queue and service.
• If a customer arrives for an appointment that is not scheduled via the proposed software solution, the receptionist should have a procedure to receive notification and use the proposed software solution to assign the customer to the appropriate department staff member, if the staff member is available.
1. The receptionist should be able to see if the department staff member is available.
2. The department staff member should then receive notification.
• The receptionist should be able to change the queue and service, add additional information (notes, flags or other indicators), of a customer’s registration and entry manually as needed.
• Receptionists should be able to see appointments made for groups or individuals using the proposed software solution.
• Receptionists should be able to see previous visits and appointments and the notes related if allowed by permissions to those groups/services.
C. Agent capabilities
• Notifications for walk-in customers and appointment customers should be delivered to the appropriate staff group and staff member when the customer registers and checks-in at a department facility.
• Agents should be able to only see the queues to which they are assigned.
• Agents must be able to receive notifications only when they are available for service.
• Logging in and out of the software and mobile app for notification does suffice for this.
• Agents must receive notifications on mobile devices and desktop (optionally via email).
• Browser notifications will suffice for desktops.
• SMS or app notifications will suffice for mobile devices.
• Mobile device notifications must occur when the device is locked.
• Mobile device notifications must occur without having a specific website and app open and “active” on screen.
• Agents should be able to select a “room/window” in which to serve a customer prior to calling the customer to service.
• Agents should be able to indicate/record if a customer does not respond to a call to service
• Agents should be able to make notes, add custom tags/flags/indicators to a customer’s entry during service.
• Agents should be able to record the outcome of the service, preferably with a custom defined set of statuses that are available in reporting.
• Example: customer did not respond, service complete successfully, customer was delayed in arrival, customer needed a different service).
• Agents should be able to route the customer’s entry to another queue/service after completing.
• When routed in such a manner, the customer’s wait time during this visit should be considered and queued accordingly for the newly assigned queue/service.
• Agents should be able to put a service on hold and call another customer.
• Example: a customer needed their id but left it in the car.
• The agent puts the customer’s service in some form of “on hold” and calls another customer.
• Once complete, the agent can then “resume” the previous customer’s service and call them back for service again.
• Recording time to completion of service should accurately reflect the pause of service in such a situation.
• 3 agents should be able to see previous visits and appointments and the notes related if allowed by permissions to those groups and services.
D. Appointment requirements
• Appointments should synchronize and use availability from agent’s microsoft 365 outlook calendars.
• If the proposed software solution requires an account be created in the online app, the login must be integrated with my state, the state’s citizen portal for single-sign on.
• Appointments should be able to be scheduled only for a configurable time into the future
• Appointments should be able to be scheduled with a group or an individual, based on the service configuration by department.
• Availability of appointments should be customizable by group(s) and service(s) combination.
• Availability to have appointments involve more than one agent and staff member, either manually on the employee interface or available as a configuration per service for the customer facing interface.
• Availability to have appointments with multiple customers, either manually on the employee interface or available as a configuration per service for the customer facing interface.
• Availability of appointments with individual department staff members should be configurable to only be available in the proposed software solution for specific days and times and also take into account the pre-existing entries at time of reservation in a staff members outlook365 calendar and ensure that customers cannot book individual appointments during such blocked-out days and times or during pre-existing appointments.
• Appointments made for an individual should be included in the proposed software solution’s calendar view.
• Agents with an appointment scheduled with them individually via the proposed software solution should receive notifications via email, browser notification, or app notification of the approaching appointment at configurable intervals and also when the customer arrives and checks-in for the appointment.
• Receptionists should be able to make appointments (with the same restrictions as customers making appointments) on behalf of a customer.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: April 01, 2025