Customer Scheduling Queuing and Kiosk Solution

The Vendor is required to provide division serviced 405,577 customers using an incumbent solution to manage queues across our 14 substations to separate customers by transaction type, of those visits 255,832 were appointments booked using the customer facing booking site.
- This solution should streamline citizen interactions, reduce wait times, and improve staff efficiency through modern self-service tools with a scalable and configurable backend utility for division staff.
- Provide a user-friendly and intuitive appointment booking system which will allow citizens to book appointments online, check in remotely via onsite kiosks, and receive timely updates on their service status and announcement capabilities across substations.
- It is critical that the solution support both scheduled and walk-in service flows, incorporate multi-lingual options at kiosk stations, as well as accessible interfaces. 
- Solution Include:
•    The solution should be flexible and scalable allowing for mobile, kiosk, and in person check in capabilities and remind the user of forms based upon their selected transaction type.
•    The solution shall offer division Staff dashboards displaying key performance indicators (KPIs) such as wait times, service durations, etc. 
•    This should allow staff to filter by different attributes, i.e. date, appointment type, and location.
•    The solution shall generate reports on appointment no-show rates, early/late arrivals, wait time after arrival, and walk in volume. 
•    The solution shall provide staff performance metrics including service times by transaction type and customer feedback scores. 
•    The solution shall support exports of date into standard formats for analysis. 
•    The solution shall support multiple languages for booking and confirmation messaging. 
•    The solution shall support role-based access control for different User Personas e.g. Administrator, Location Supervisor, CTO. 
•    The solution shall provide digital signage in all 14 division locations as well as announcement mechanisms to call a customer to the counter. 
•    Ability to customize digital signage to notify customers on their place in queue and other information based on business needs, e.g. one area only handles a specific transaction type so it should only show queue for that service type. 
•    The solution shall provide the ability for staff to check in customers without a kiosk and provide the necessary hardware to print tickets from a state issued laptop or device. 
•    The solution shall include customer feedback collection mechanisms post-service and the ability for division staff to enable or disable this feature system wide.
•    The solution shall provide the ability for customers to book, reschedule, or cancel appointment made online via supported interfaces. 
•    The solutions online booking feature shall support and integrate two factor authentication for abuse prevention Solution self-service public web-based appointment booking interface shall permit limiting multiple bookings.
•    Solution shall permit customers to be able to select available location, date and time for specified service. 
•    The solution shall send automated appointment confirmations and reminders via SMS and email Solution shall keep customers informed while they wait with digital signage, to include arrival alert/queue entry with ticket number, ticket position updates, ticket call alert, and visit end alert with ability to prompt customer to take a survey. 
•    Solution shall remove any PII after visit at an interval designated by the division. 
•    Solution shall anonymize survey feedback to remove customer information but retain key metrics such as clerk, location, time, etc.
•    Solution shall support both enterprise and local scheduling control to adjust hours and other attributes by location.
•    Solution shall allow the State to set expectations with customer before arrival with customized templates based upon information entered into the appointment booking e.g. documents to bring, etc.
•    Solution shall support future and same-day appointments.
•    Solution shall include appointment confirmation notification.
•    The solution shall support self-service check-in and walk in registration via kiosks.
•    The solution shall issue digital (text notifications) and printed tickets upon check-in, indicating position.
•    The solution shall allow customers to schedule, reschedule, or cancel appointments from the kiosk. Example: A walk in determines the line / wait is too long and would like to book an appointment in the future.
•    The solution shall provide an estimated wait time prompt to see if the walk in would like to book and appointment for a later date.
•    The solution shall allow customers to check in remotely prior to their arrival.
•    The solution shall provide staff with a dashboard to manage queues by location, appointments, and customer interactions.
•    The solution shall provide staff the ability to call, transfer, or prioritize customers within the queue.
•    The solution shall support workload balancing among staff based on real-time demand.

- Contract Period/Term: 5 years
- Pre-Proposal Conference Date: August 11, 2025
- Questions/Inquires Deadline: August 18, 2025